PUBLIC PRIVACY-REDACTED TRANSCRIPT AI-generated transcript supplied by Kevin Graehl. It may contain transcription errors. Exact quotations should be checked against the preserved recording before legal use. Private address, phone, email, ZIP, and serial information has been removed. ======================================================================================== ��This content was generated by AI TV repair service call with address and service history verification Me (00:00) And you're also going to be recorded as well, because I'll all go on my calls. Me (00:02) Hey, well, thanks to the call back, it's been a while. Me (00:04) What's going on? 8668132404 (00:06) Okay, sir. 8668132404 and Me (00:06) So I'm looking to speak to Mr. Kevin grayle, alright, sir. Kevin grill. 8668132404 (00:12) So I do want to advise, I am calling in regard to your TV. 8668132404 (00:14) And I also want to advise her that this call may be recorded for quality and training purposes, and by extending what the call you can consider the recording. Me (00:22) Consent confirmed. 8668132404 (00:25) No, right. 8668132404 (00:25) So before we get started here. 8668132404 (00:26) Can I get you to verify your address place? Me (00:29) 3592 Pierce street. 8668132404 (00:36) I'm very sorry, kind of gets you to verify your email address, please. Me (00:39) My personal last name, Kevin grill, Gmail. 8668132404 (00:43) All right, so I think full of verification and research. 8668132404 (00:45) So for what I understand about the sticker right here is that during like your last repair, your TV was damaged by the technician that was on-site, is that correct? Me (00:56) Not quite during the first repair, second repair, maybe third repair. Me (01:01) I don't know there's been I was. Me (01:05) 6 service calls on somehow they've jumped over to instead of just because I've been promised in advance. Me (01:15) Repair. Me (01:16) Sorry, advanced replacement, but I don't know what you're asking the last time they were here. Me (01:22) That's not when the screen got screwed up. Me (01:25) I started bringing up the fact that the screen was screwed up during the like, third fourth and fifth repair. Me (01:32) During those times I would say, like, are you going to bring a new panel, or are you going to bring a new panel, or are you going to bring a new panel? Me and 8668132404 (01:39) They never did so I wasn't on the last one, so if you're going to try to track it down to which technicians did it, it was on the one when they replaced the Wi-Fi board and the main board and it was not on the most recent one where they did the transcever ir. Okay. 8668132404 (01:59) What do you want to send is? 8668132404 (02:00) So? 8668132404 (02:00) Hey, maybe frustrated, we want to happy to assist you. 8668132404 (02:02) Okay, all right, so let me do a little bit of digging here, let me see what I'm able to do here, but do to like the do to like this, like it'll be a damage during the last repair. 8668132404 (02:15) What's basically gonna happen on my end here is that I'm gonna have to escalate this right here up. 8668132404 (02:20) So the regional service manager, you know, they're going to be doing an investigationless issue right here. 8668132404 (02:24) Okay, so. Me (02:26) Yeah, I mean, it's ideally not what I wanted. Me (02:30) You know, I. Me (02:33) I have three different instances, one dack, like 8 months ago, someone saying we're just gonna get you a new TV, then another promise that that's gonna happen. Me (02:43) And they're all in text message saying, yes, we'll get it, we'll get you one. Me (02:46) And then all of a sudden, the next day, they call up with an automated number saying, oh, we're sending out servers, again, we think we'll think we gotta figure it out. Me (02:55) And then the last time was like a month and a 1 ago. Me (02:58) Hi, this is so-and-so from the advanced replacement team we've got you authorized for a new TV, we're going to issue you a coupon for samsung.com. Me (03:07) Just do me a favor and confirm your address and blah blah blah and I sent that then I was ghosted then. Me (03:15) I called back a few days ago, and then now you guys are just cockbalking me and trying to send out technicians again, and finally, someone went through all the notes, and I said, look like, you don't even realize like, we don't even watch this TV anymore. Me (03:31) It's just so the monitor diffusers got so smashed from the from the technicians. Me (03:37) It just looks like s*** at night. Me and 8668132404 (03:38) Now, so I don't really know what you're planning on doing here, but if this is the route you have to do to do what you gotta do, but like what what are you gonna do, like, what does your team have the capability of doing like I want to get back to as soon as I as soon as someone says, like, ooh, we can just treat it as a technician damage, we won't have to deal with them anymore, like that's cool. I mean. Me (04:04) But like, that's not what I was asking for I'm asking y'all to hold your word, get me back to the advanced replacement team. Me (04:11) Issue me, the d*** whatever, it's called the, I guess it's a gift card or a coupon code or something. Me and 8668132404 (04:20) I don't want any more service calls that's as straight up as I want to say, I have had way too many service calls here on this one, just a TV row. I think, sir. Me (04:30) It's a TV. Me (04:31) It's also Friday, how you doing? Me and 8668132404 (04:33) Sorry, just I got a lot of stress invested in this. On the right now. 8668132404 (04:39) If I'm going to fight the ticket notes now to see just what exactly happened here. Me (04:46) There's a lot of tickets, and unfortunately, the technicians like they do Jack s*** for actually writing down their notes. Me (04:57) At the time, they don't even log that they actually replaced parts to like send a video of them actually replacing parts like, well, they didn't mark that they replaced them. Me (05:06) And I'm like, great, and then there's just a lot of weird weird, like hidden stuff in there. Me (05:13) It's not quickly accessible and that someone finally summarized it. Me (05:19) There's a lot of tickets. Me (05:24) Like, I've had some tickets closed penning parts being ordered called a month later, like what are you talking about? Me (05:29) We weren't ordering parts, and then I'm like. Me (05:33) Let me play this video for you. Me (05:37) That's why I record everything I'm sorry about. 8668132404 (05:41) Oh, no, you're fine, sir. 8668132404 (05:42) Because it's because the call is recorded at my end as well. 8668132404 (05:46) Okay? Me (05:47) And just a full fi like we're I work for an auto video company where we buy and sell and install and we do all this stuff like I just got a frame at Best Buy because I just wanted one that night like I could have just I got it through us. Me (06:05) But. Me (06:06) It's another story, there's no way in hell. Me (06:09) The Texas that have come by your would have been employed the next day, multiple times. 8668132404 (06:28) Okay, so what I'm gonna be doing here is I'm gonna be getting this right here over to the regional service and I'm going to escalate this right here over to them. 8668132404 (06:37) Because if the technician on this particular job did this right here, then this definitely needs to be investigated here, sir. Me (06:48) Sure, if you want. Me (06:55) I'm not here to be a narc, and all that I just I don't really care about that. Me (07:00) I'm more focused on one thing. Me (07:01) You gotta just look at it from my end. Me and 8668132404 (07:04) I need a working TV. I mean, I do want to 8668132404 and Me (07:05) say, I mean, I do want to. I need to work on TV and Me (07:06) I need to work in TV. 8668132404 and Me (07:10) I do want to say, sir, but I also have a job to do as well, you know, I mean you're trying to like a pretty reasonable man, and you sound like a man that's a family man as well, and you know I have a family to feed as well. Stop It. 8668132404 and Me (07:22) You know. Now, I got it, you got, you gotta Me (07:23) jump through your hoops. Me (07:26) Look, if I had a if I had a table, I would just pull this thing off and go grab the garage workbench TV and throw it up here. Me (07:32) The problem is this is hung on a wall. Me (07:33) I don't want to put an extremely massive mount for my Basa, 200 I think it's a 200 100 just a temporary mountain on the wall, and all the everything is set up in a way. Me and 8668132404 (07:47) I don't really want to deal with it, so. And 8668132404 (07:50) the stars are in the stir brief moment here. Me and 8668132404 (08:00) What it means, I don't have pedestal, foot pigs for any of my other TVS, is what I should just said way too confusing through them all the way. On this 8668132404 (08:08) road underserved. 8668132404 (08:22) Yes, sir, so besides this right here, sir. 8668132404 (08:24) How's your day going so far? Me (08:27) I was pretty good. Me (08:28) So Wendy, mildly beautiful day in San Francisco, probably. Me and 8668132404 (08:33) Probably. San 8668132404 (08:33) Francisco. Me and 8668132404 (08:35) Yeah, what is it 71�, okay? So there's that right. 8668132404 (08:39) Oh, nice, nice. 8668132404 (08:41) Nice. 8668132404 (08:41) That's that's real nice. 8668132404 (08:43) That's that's gorgeous weather right there? 8668132404 and Me (08:45) That's gorgeous weather. Well, Me (08:46) look, cold for us. Me (08:47) Is at 5951 during the night. 8668132404 and Me (08:54) For a while, yeah, I mean that. Hard is Me (08:54) 8082, where you're at. 8668132404 and Me (08:59) Actually, in the Southeast can say exactly where the select security constraints. Oh, yeah, but it's all good. Me and 8668132404 (09:03) Yeah, different weather patterns for sure, though. You know. 8668132404 (09:07) Yes, so yes, sir. 8668132404 (09:14) Right? 8668132404 (09:15) So after I get done sending up this email for the regional service manager, I'm going to be sending you a text message as well, sir. 8668132404 (09:27) And throughout this process, I will be your case manager. 8668132404 (09:31) So whatever information I may get from the reduced search manager, I will be communing to you to that text message, okay? Me (09:40) It sounds good. Me (09:47) Are you aware that. Me (09:50) Like they were, they, we'ren't able to like get the board to fit in there, and the hcmi ports weren't lining up, and they're breaking off tabs on the back of the TV and marking up the wall and fingerprinting the hell out of the TV and not cleaning. Me (10:04) Up anything didn't have their own microfiber blanket to set the TV down and like. Me and 8668132404 (10:11) Otherwise, I mean, the guys are nice to just they show up with, just like barely anything to prep a to prep a TV like I had a perfectly. Oh, I say. Me (10:22) I don't know if my counter is big enough. Me (10:23) Yeah, I should be big enough like it could receive my counter, but they set it down on my ottoman. Me (10:28) Which is like, crescent-shaped, and I think that's where all the pressure was put on when they're pushing the lid down. Me (10:34) I don't know that part. Me (10:35) I don't know. Me and 8668132404 (10:40) I mean, these displays are pretty strong, but something was something's wrong. I'm. Me (10:44) Now with the diffuser layers, do you know how, like an led's, like pushed light from the side? Me (10:48) And there's like a couple of there's, like, yeah, like, yeah, Google next time you'll see how, like there's there's a bunch of different diffuser layers to evenly spread light. Me (10:57) The problem is, the light is not being spread anymore. Me and 8668132404 (11:00) The lcd is working fine. Got you? Me (11:03) The backlight is just all I'll talk on that. Me and 8668132404 (11:09) The way it the way it pushes light through. Got you gotcha, gotcha? Me (11:14) And it's not very visible during the day, just like any backlight issue, right? Me (11:19) Get it. Me (11:22) So maybe after sundown. Me (11:29) I'll tell you what these one connect boxes are no better. Me (11:38) Long live the fiber optic cable. Me (11:39) It was a real bummer, you got rid of that. 8668132404 (11:43) I mean. Me (11:45) Yeah, no cop. Me (11:46) It's also good. Me (11:47) We've been selling them forever. Me (11:48) Like IP control has always hit-or-miss. Me (11:50) Got a little bit more robust, but that customers want them. Me (11:55) They integrate good with what they want and got the esthetic, we try to get them lgs, most of the time if they insist on art. 8668132404 (12:10) I definitely do understand so I definitely do understand. Me (12:30) However, your ultra slim soundbar for its size rocks. Me (12:36) The Sonos arc is just disgusting on those walls below frame, so. Me and 8668132404 (12:45) What he got at home soundbar, yeah, big speakers. Me, 8668132404 and Me (12:48) well, I mean I have neither cause I personally have like a gamer set up so, you know, I gained a lot. I'll tell you, okay. You Me and 8668132404 (12:56) got your own. I 8668132404 (12:57) gave him a lot. Me and 8668132404 (12:58) Yeah, do you just wear like nice 71 headphones when you game or do you actually listen and directly in front of you? I gotta. 8668132404 (13:05) While I pretty much do most because, you know, it's kind of like a crazy setup I have, because usually when I came and you're probably going to be like, well, how am I doing that? 8668132404 (13:14) I don't know. 8668132404 (13:14) I just I just make it happen. 8668132404 and Me (13:17) What I basically do here is I basically like you know, I gave on my computer and I gave on my I game on my console at the same time you know, like my like I have like my desk set up and then I have like my then I just I just turn over to the side game on my came on, came on my console, and then I switched back over to like my PC, and it's like, you know, yeah, I mean, it's, it's. How do you? You just have Me and 8668132404 (13:47) a hmi splitter that can do The Frames per second, and the throughput on that is that what you mean, you have one CPU like you have your one powerful desktop, you're doing this all or using a gaming title. Well, 8668132404 (13:59) on one Bona Bon bon, no, the gaming console, and my TV. 8668132404 and Me (14:04) I like the gaming console, and my PC are like two different like, well, my gaming, my gaming console is like a martez, my my TV like my PC, it's just on my monitors that I was saying, you know, so. Oh, copy, okay. Me (14:18) Copy that I have I haven't done I had a gamer tag that went corrupt two thousand six or something or two thousand eight and you could go on to xbox live and I could see all my accomplishments and it was like all my campaigns on call of duty and just one day like when they're switching between like xbox live cloud and like stored locally or I don't know what the hell it was I called them up and they're like yeah this is a bug you know we can see you're accomplishments but we just can't push them to your new xbox they told me on the phone just like okay just wipe your credentials and then recover them from the cloud and they're like well we can't fix that we've tried for a week and we can offer you five free games and i'm like okay