February 20 2011 by Ellen Roseman
Some columns get a big response from readers, who tell me that, “I had exactly the same problem,” or “I felt like I was reading my own story.”
That’s when I know I’ve struck a chord, even when the company involved kept insisting that nothing was wrong.
A column about Samsung appliances last month elicited many complaints about large-screen TVs whose defects showed up after the warranty expired — and cost as much to repair as buying a new TV.
So I did a follow-up column on Samsung TVs this weekend, which elicited even more complaints about quality problems.
Samsung Canada, I’m happy to say, responds quickly to media inquiries. Many readers get help with faulty TVs, even if they’ve been turned down flat by the customer service department because they were outside the warranty period.
I found a U.S. law firm that is doing investigations about a possible class action suit about a capacitor problem that leads to delayed start-ups, clicking sounds and an eventual failure to power up the TV altogether. Here’s more information.
TV manufacturers, similar to car makers, are starting to introduce many new models and rush them to market without doing the proper testing.
They deal with customer complaints by covering repair costs under a secret warranty program that only a few people hear about, leaving the rest to cover their own costs or ditch the doorstop altogether.
Please share your experiences about buying new TVs that you hope will last for years and don’t survive long without serious problems.