2.5 years ago, I bought a Samsung 17" LCD monitor for the now outrageous price of $599. Last week, it stopped working. It appears that the backlighting broke down, since I can see the image on the screen only faintly on one side.
I found the warranty: 3 years long. That meant it was still covered! I dug through my filing cabinet, and found the original receipt.
Warranty coverage began by calling Samsung Canada's tollfree number. I only had to press three buttons: 1 (English), 3 (Computer-related parts), and 1 (Monitors). I barely had time to even think of drumming my fingers when an chirpy operator picked up my call.
She had me read the model, model code, and serial numbers from the back of the unit, and then asked me to fax the receipt along with a file number she gave me.
Then she presented me with two options:
1. I could ship the unit to Samsung, and they send a replacement.
2. I could wait for Samsung to ship me a new one, and return the old one in the box.
Samsung pays for all the shipping, she explained. The only difference is that option #2 requires I provide a credit card number as security, in case I fail to return the broken unit.
I picked option 2 so that I would have a shipping container. It apparently will take about two weeks for the new unit to arrive.
Wow! I haven't had this good service since I needed repairs to my original Palm Pilot 1000 nine years ago. If I were a marketing person, I'd say, "This has been a great customer service experience."
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