TV delivered broken and no white glove

[fallenranger88]

Ordered a 98” OLED with white glove. Arrived today and the “white glove” delivery team refused to carry it into the house (down one flight of stairs with 8 total steps) and left it in the garage. After moving it into the house and unboxing it; screen is cracked on the left and on the top. Called Samsung 3 times and told: our systems don’t show it as delivered yet so we can’t do a return, once it shows delivered we can do a return and charge you for the new one to ship out and then we will refund you the original transaction. Asked 3 times to speak with with a manager and told each time a manager is not available. I’m now sitting with a $3,000 tv that’s broken and didn’t even get the delivery let alone the product I paid for… what are my options?

[Mboy71]

Your hit dude. Did you sign for it when they refuse ti bring it in? I did 'White Glove' specialized service for almost 25 years, and we rarely, like maybe 4 or 5 times tops. In 25 years of service, refused to do an inside delivery. I'm saying only if absolutely impossible to do safely, would we have been allowed to not do the service! P.E.R.I.O.D Would have been an Immediate Service Failure and grounds for termination of my contracts. And if you signed ANYTHING accepting the delivery, you just may be **bleep**, especially if no notation of damage handwritten on the Bill of Lading, because the signature on Bill of Lading is acceptance of the product and usually even states "received without damage" or "all damages must be noted on Bill of Lading". I also would question fhe whole RECHARGE/REFUND process, because they are going to charge you for a second $3000 transaction on a unfulfilled delivery service of damaged and defective product. So you will have $6000 on yiur credit card accuring interest and crossing your body parts hoping for a refund that likely will never be coming. And the failure is on the delivery company. Not on you, so there should NOT BE A SECOND TRANSACTION AT ALL, AN EXCHANGE ON THE SAME TRANACTION, YES, BUT A SECOND $3000 CHARGE AN TGEN THEY WILL REFUND AFTER THAT IS SUCCESSFULLY DIVERED?? FAT CHANCE! YOU ALRWADY SIGNRD AMD WERE CHARGED TWICE WOTH NO NOTATION OF DAMAGES UPON RECEIPT... THEY HAVE ZERO, NONE ABSOLUTELY NO INCENTIVE TO REFUND YOU. AND POSSIBLY NO LEGAL REASON EITHER, IF, IF, YOU SIGNED FOR THE ORIGINAL DELIVERY! Be very cautious and document or record EVERYTHING, NAME, DATE, TIME. ID OR INCIDENT/CALL TICKET NUMBER, AND ANY PROMISES. You might need it in court! 😮

[fallenranger88]

didn't sign anything for the delivery, there was some snow on the ground and you could tell the delivery team just wanted to get out of here. They shoved it in the garage and left, no signature requested.

[TyroneN]

That's why my Samsung TV'S comes from Amazon or Walmart never had a problem.....

[nullandvoid]

If you are getting no satisfaction from the sales or customer service team, you may want to accelerate to the CEO's troubleshooting team.  This is a serious issue that needs to be addressed.  Also, in the future, you should not sign for a delivery if it did not fulfill what you paid for, or having them open the box so you can inspect for damage.  You can dispute the charge with your credit card company.  You did not get what you paid for and the item was damaged, to boot.  I suspect that the handlers dropped the box and figured it was damaged and didn't want the damage discovered upon delivery - that way they could claim it wasn't their fault - that you must have damaged it when you took it inside yourself.

https://www.samsung.com/us/support/contact/email-the-ceo/

[fallenranger88]

thank you that is helpful! I just sent them an email.

[nullandvoid]

I just saw where you said you didn't sign for anything.  If you didn't sign for the delivery then, technically, it was not delivered, which is probably why their system is not showing as delivered.  Eventually, the delivery people will either forge your signature or sign that you were not home upon delivery.  Technically, inside the garage is inside delivery.  However, I do not know what Samsung's version of "white glove" entails.  I always understood it to mean to be delivered inside to the location it was going to be situated, unboxed and set up upon your designated piece of furniture.  They may have been within their rights, though, to not bring it up or down stairs - usually when the dispatcher calls to arrange a delivery date/time, they ask if there are steps involved and how many.