Ralph R Miller sent a message to Lee KunHee that said:
I purchased a Samsung TV (UN43RU7100FXZA) from Amazon on 29 November 2019 and I received this TV on 2 December 2019. When I opened the package, I discovered that four screws that attach the TV and the TV stand together were missing. I immediately called Samsung on the telephone and was told that Samsung does not supply these screws. I knew that this was false so I ended the telephone call and started a chat session with Samsung Agent Venkateshwar G who requested and received the following information: Full Name, Mobile Number, Home Number, Email Address, Shipping Address with Zip code, Place of Purchase and complete Model and serial number. After receiving this information, your agent then generated ticket number 4151737285 and told me in writing that "...Usually, you'll get the screws within 3-5 business days..."
On 06 December 2019, I did not have the screws or an update so I contacted Samsung and was told by agent Naveen Kumar P and his supervisor Tanzila S that the screws were not shipped as I now had to produce a purchase receipt. Since Samsung had my contact information, why was I not proactively contacted? Further, I was then told that the screws would not be received for an additional 5 to 10 calendar days.
I do not understand why these four screws, which you purchase in bulk for mere pennies, require a purchase receipt. I did provide the model and serial number of the TV. Do you think that I am fraudulently trying to obtain free screws? Or, are you accusing me of theft of this TV?
Rather than wait any longer, I purchased the four screws locally for a total cost of $2.29 not counting for my personal time or travel costs.
The TV is now installed and working but there is a bitter taste in my mouth when I think about Samsung Customer Service. I wanted to tell you this fact. I have paper documentation of each Chat session as well as the purchase invoice from Amazon as well as the purchase invoice for the four screws. I state that each of the above statements is correct.
