Top critical review
422 people found this helpful
Big letdown, Very bad Customer Service
on December 9, 2014
I had purchased a Samsung 60 inch LED 3D Smart TV for Thanksgiving 2013 ( Order Placed: November 26, 2013) exactly and purchased the Assurant 360 5 year plan on the same day. As luck would have had it the TV started developing black patches at the bottom of the screen. I reached out to Samsung on Dec 1st to report the issue and they advised there was a panel gone bad and said this was out of warranty( missed out by 4 days). I reached out to Assurant to lodge a claim for repair on Dec1st, they were unable to save my information (model and serial number) due to some technical issues on their side and said it would take 2 days to record the complaint. I called them again on Dec 3rd to update my information. I was asked to send out a sales receipt confirming the purchase which was sent to them. They setup an technician appointment for Dec 8th. The technician rescheduled the appointment to Dec6th as he had time to service over the weekend.
The technician diagnosed the issue and said the panel went bad (same as samsung) and said he would send his recommendations to Assurant and they would contact in two business days. Today I reached out to Assurant and I was told that the claim was denied as this issue was reported to Samsung in the warranty period and that I have to reach out to them to get service. I tried to explain that is the not the case and that I contacted Samsung only after the warranty had expired. I wanted to speak to a supervisor and was transferred to one, he basically said the same thing over and over - this is a preexisting condition and samsung was contacted within warranty period and hence the claim is denied. I tried to explain if Samsung was contacted in the warranty period and they lodged a complaint why would I file a claim with Assurant - the answer is your claim is denied because its a pre-existing condition. Despite repeated explanation that this was not the case the answer is the same. Request for a Manager was denied saying he has multiple managers and he cannot give out information.
I am exploring options to file a claim against this company in small courts as other options, I have proof from Samsung that the contact with them was after the warranty period.
Bottomline, this company is a ripoff and extremely bad customer service. I am not sure who are those folks who are rating this at 5 stars, I would give this a 0 star.