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 Issue with technician repair records and cataloging errors Samsung (00:00) And just to like, you know, this call to be reported for training quality purpose, so let me not try to get some help from our exchange and refund department to see if we can still accommodate your replacement. Samsung and Me (00:12) Okay, hold on, I. Understand. Samsung (00:15) Thank you. Samsung and Me (04:31) Okay, Kevin, so all right, so with me, okay. Yes, Me (04:33) I am. Samsung (04:34) So according to the first agent that I spoke with with our change in reform department, they're not able to accommodate the replacement requests, since there was only just one to parapherate teacup or TV. Samsung and Me (04:47) Rather, and you know. No, so here's here's the Me (04:47) issue that that is incorrect. Me and Samsung (04:51) The the problem is, if you look a little bit more into the notes, there's way more repairs than one, and that's the problem. Okay. Me (05:00) If as soon as you go into each ticket and there might be some tickets, I don't have catalog? Me and Samsung (05:06) You think only if one part has been replaced, there's been multiple parts replaced on multiple different days, and some days so that is incorrect, and I know you believe that, and that's the quickest thing. Okay. Me (05:20) But that the problem is the advanced care department looks into it deep enough. Me (05:26) Oh my God, you have this many repairs. Me (05:27) Why are they not showing up in all the tickets? Me (05:30) This is so strange. Me (05:31) So this is a case of the technicians improperly cataloging the parts they replaced, I have parts over here the old parts, even in my hands, that technicians left by accident. Me (05:46) That you probably don't even know, have been replaced, so that's not that's not going to be sufficient for me. Me and Samsung (05:51) I'm telling you why that's that's sorry, not gonna work. Okay? So. Okay, so Samsung (05:55) I'm so checked for you. Samsung and Me (05:57) I'm still reviewing previously get to see if there's anything that's. But here's here's Me (05:58) here's. Me (06:01) I'm sorry to interrupt in. Me (06:02) It's I must be proactive about this, because it's, it's rather annoying, because I gotta do this every time what parts have been replaced on this TV. Me (06:11) When you say, there's only been one. Me (06:13) What part is that. Samsung (06:16) Yeah, I should kind of verify. Samsung and Me (06:17) What course was based on a TV saying. See, Me (06:19) ha, ha, ha, you see the b******* there, see, I'm sorry, I don't wanna get disconnected, you, see you, see the hypocrisy there. Me (06:26) You can't even tell me what part has been replaced. Me (06:29) Everyone just keeps going after the same copy paste reply of like, oh, there was one attempt and it did or didn't fix it. Me (06:39) He's not definitely not going to get a replacement now. Me (06:43) Nope, it's not how it works. Samsung (06:46) Okay, so imagine sort of you were other kept until we can have any more proof that way, our strategy refund departments will accept your accommodation request. Samsung (06:56) So let me just based on, hold again. Me and Samsung (06:58) Forgive me, the exchange department already did accept it. Thank you. Me (07:01) Do you not see that screenshot? Samsung (07:04) I'm fair enough accepting that stringshot, unfortunately. Me and Samsung (07:08) Okay, hold on, what about? Of them. Me (07:11) What about the date? Me (07:13) Did you look at the date that's that's the most important one I let me let me if that's helpful. Me (07:19) We can look at the date to you. Me (07:21) Do you have that date? Me (07:24) I'll tell you it's Tuesday, May 19th at 7 14 9 AM. Me (07:30) So I started that call at 6 like 30AM or something like that. Me (07:38) So I was when this text message came in. Me (07:41) If you look at that screenshot, Tuesday May 19th 7:49 AM you'll be able to verify that. Me (07:46) This is a real person named Samara. Me (07:49) This person is from Samsung, and that's why I give you multiple screenshots. Me (07:53) Because I have this phone number saved. Me and Samsung (07:55) The phone number is, do you have the phone number 864778, do you see it? No, sir. I Samsung and Me (08:02) mean, what phone number was that for what department. So Me (08:04) I don't know Google, I have no idea no one's ever asked. Samsung (08:10) I mean, what was that again because I'm reviewing your previous team? Samsung and Me (08:15) I'm sort of reviewing this for you right. Yeah, yeah, for sure, what Me (08:16) was well. Me and Samsung (08:18) I want to make sure you're doing the right ticket. Or just because. Me (08:20) So which ticket is around this time frame? Me and Samsung (08:24) Yeah, that's a Samsung phone number on Google, so it May 19th, which ticket was oh go ahead? No, actually the full number of Samsung (08:29) Samsung's 1 807 2 6 76 4. Me (08:33) I know so that's, and that's incorrect. Me (08:36) So tier 2 has a different phone number as well. Me and Samsung (08:38) I've had tier 2, call me, and so if you type in this phone number, I don't know why you just got a little snippy at me, did you? Well. Me (08:47) Or was we were at my hearing that wrong? Samsung (08:51) Okay, so no, sir, because I'm doing something here, sir. Samsung (08:55) So of course, I need some time to work on your concern. Samsung and Me (08:59) Okay, so just to consider whether it's. I know what I correct, correct. What Me (09:01) I'm asking you to do and I keep cutting you off and I know it sounds like it's frustrating now and I want to I just want to preface, please make sure you're looking at a ticket that was updated created or something on Tuesday May 19th 2026, that is the approval, the most recent approval for the advance replacement. Me (09:27) That was all. Samsung (09:28) I found something else here, Kevin, so I would like to confirm what's your TV damage by the cognition when they visited your place? Me and Samsung (09:36) The TV has been damaged for the backlight diffuser and the circuit board for the one connect box. So what's the damage by our technician? Yes, Samsung (09:48) or no. Me (09:48) Absolutely. Samsung and Me (09:51) Okay, that's I'm looking for so let me just. The damaged, yes. The damage was Me (09:53) already denied on a claim a week ago, for whatever reason I don't know that makes 0 sense, but basically I cannot do you know what the one connect box is and how you plug at HDMI and network. Samsung and Me (10:09) Yes, sir. And okay, Me (10:09) so here's the problem with my one connect box, it's been like this for 6 to 8 months, I watch them physically, like. Me and Samsung (10:19) Plug in like, I watch. You worship really? Me (10:22) I watch them. Me and Samsung (10:24) I watch them always when they're working on this stuff, they yeah. Oh, you watch them, okay, Samsung (10:26) got it. Me (10:27) Yet, because like. Me (10:31) And truly not just a bunch of kids like they need help, they need tools like they get it. Me and Samsung (10:38) So that when they put a one connect board inside of the one connect box, because the box is just plastic, the plastic bosses, what they're called. Okay, I'm. Me (10:49) An injection molding are broken. Me (10:52) So now when you when they clip the case back on, I go to like I go like, okay, guys, can we test it before you leave and you put in the USB C power, conduct a power connector and the whole circuit board slides back into the middle of the plastic case. Me (11:13) So I said, guys stop. Me (11:15) There's something wrong. Me (11:17) The power cables like they're like, oh no, that's fine. Me (11:19) It's fine, I'm like, guys. Me and Samsung (11:20) If I ever move this thing and need to plug back in the circuit board sliding back-and-forth so much I can't get it to firmly sit like this is one of the reasons why I'm having like possible like intermittent issues, because we have a power issue. OK Samsung (11:30) hmm. Me (11:33) So they came out again and I said, this time, please bring a plastic case for it, they didn't, and then they came out again, they didn't so there is damage to that. Me (11:45) But that's that's very minor like anyone could figure that out, like, if I wanted to avoid warranty, like, I could probably pop it open. Me (11:52) And put a piece of foam in the front of it. Me (11:55) So the circuit board doesn't slide when you plug in the HDMI, but the way I way I plug it in is I put in a network cable, I let it click an rj 45, and then I pull with a little bit of force out because it's right next to the USB, and then I push in the USB to power it and it works, I just I have to get it right, takes like 5 times but I've got to be very delicate with it, because otherwise it's not a full firm connection like on a like a brand new one that is not because of me I damaged absolutely nothing. Me and Samsung (12:26) It happened on their first one connect board replacement, and then they keep bringing out new one, connect boards so I think they've done 21 connect board replacements, they've done one Wi-Fi chip replacement, one transcever, Wi-Fi, 7 replacement irport, and they've done one connect Wi-Fi card replacement. Okay, hold on, Samsung (12:47) I'm sorry for cutting our cabin. Samsung (12:50) Okay. Samsung (12:51) So, whether it's actually check your ticket. Samsung (12:53) One of me 19, it was not documented on the ticket that you qualified for nomination requests, just let you know okay. Me (12:59) Okay, interesting. Me (13:01) Was that ticket with Samara? Me and Samsung (13:04) Or was that a different person that would be very helpful if you were able to. And. Samsung (13:09) Hold on. Me and Samsung (13:12) Because that person escalated to Samara, after saying, let me get you to then because this sounds it does that make sense. Okay, one moment. Samsung (13:22) Okay, I kind of find the name of creative, the sticker of the 19, but for this one, according to the article of history, it seems that as you confirmed that the TV was damaged by our technicians, then you need to get in touch with our service center, that way they'll want to request inflation for you. Me (13:38) Hold on, you did this all last time and I and II am not gonna do this again. Me and Samsung (13:42) Here's why I follow this route and I said, I really don't listen to me, stop you need to stop and listen to me. I'm sorry if I get out of you. Me (13:50) I'm sorry for I'm sorry raising my voice. Me (13:52) I know exactly where you're gonna go with this. Me (13:55) Allow me to finish in full and I apologize for raising my voice. Me (13:59) Cheer me out. Me (14:01) You are now wanting as soon as I said Samsung technicians, their third party damaged my TV during the process of a service visit. Me (14:13) You are now saying we need to create a case, or you need to I need to reach out to them. Me (14:18) Et. Me (14:19) Cetera. Me (14:20) Here's the problem with that. Me (14:22) I already gave you guys the benefit of that, and I said, I don't want to do that regardless. Me (14:28) That's not why it's having connection issues. Me (14:30) They've damaged the backlight and diffuser. Me (14:33) They've damaged some plastic, that's not a big deal like that can be replaced, the bigger deal is the connection issues, the video dropping the sound dropping the backlight with that being said, you guys still insisted, I said, I don't want you to, but I will. Me (14:48) Trust you on this, they said trust us. Me and Samsung (14:51) This was 2 months ago I wait, I wait one and a 1/2 months, 1 week ago, today I got an email saying my case was denied of damaged, and now I'm out of warranty. Okay. Me (15:07) Imagine that. Me (15:08) So that's why I'm like, no, you absolutely should not send that again. Me (15:11) And so hear me out, I'm not going to, I'm not going to go that route. Me (15:14) Now, if you, if you strongly feel maybe it needs to be resubmitted in a better wording. Me and Samsung (15:21) I go ahead. Actually, okay, Kevin, Samsung (15:21) I'm sorry, forgotten y'all, but for this one, you really have to get in touch with our service center, so here's what happens on mainland during that difficult, there was no defect on your TV and after May 19th, we actually schedule an appointment or a technician visit for you and that was a time we're in what you're claiming. Samsung (15:44) Your TV was damaged by our technician, right? Me (15:47) No, the tbo was damaged many months prior to that, so that's incorrect. Samsung (15:51) Not my hour technician, right? Me (15:54) The TV was damaged in 2025. Samsung (15:57) Hey, our technician. Me (15:59) Yes. Samsung (16:01) Okay, so if that is the case, then we need or you need to have our service center updated ticket. Samsung and Me (16:07) That way you would qualify for the accommodation request since they're the one who damage your TV. So no one told me to do that. Me (16:12) No one told me to do that. Me and Samsung (16:13) So can you give me specific instructions and I 'm I'm requesting them over text so it can be in writing as you can see I'm needing this in writing and I would then I will I will do whatever you need I'm happy to do it, and I'm sorry again for raising my voice. Algorithm. Me (16:27) You have to understand this as a year long process for me and I don't have a working TV. Me (16:31) Unless I'm okay with hear me out, not being able to plug anything in to the htm, I or not having any quality sound that the TV speakers work fine, I can watch all the smart apps I can deal with the slow processor and it's fine. Me (16:49) The backlight is absolutely horrendous. Me (16:52) It's fine. Me (16:54) It's watchable during the day. Me (16:55) It just at night we go watch on a different TV like it's fine temporarily. Me and Samsung (17:00) What I'm asking from you is some clear instructions on what I need to do next, which phone number to call if possible. Okay. Okay, Samsung and Me (17:06) okay. And Me (17:08) you let me know anything else I'm sorry, go ahead. Samsung (17:13) Okay, just like what I discussed earlier going back to May 19, it seems that there was still defects counter TV based on the tap that I saw under your name, your information. Samsung (17:23) And after that, doing one technician with that after my 19 seems that a whole entire confirmed. Samsung and Me (17:29) Your TV was damaged by our service technician, so we'll need to update. That's incorrect, so do you want do Me (17:33) you want to I don't know who wrote down the notes wrong but no one damaged the TV on that service visit. Me and Samsung (17:45) No one. But Samsung and Me (17:45) that's what the pickup under your name is showing me, I mean, that's why. I believe it Me and Samsung (17:48) so so that's that's that's gonna create some issues, because whoever created the history here did it incorrectly. Because. Me (17:58) So I have after one of those service calls many, many months prior to that. Samsung and Me (18:04) Yeah, for this month, even if people disagree with me, I mean our service center is the one that can only rectify these issues, sir. They. What you tell me what. You tell me what to do. Samsung and Me (18:13) Because if you just take update your ticket in order for you to qualify for the hominin request, they just have to tell our exchange rate department to qualify for the accommodation request. Okay. No worries, Me (18:23) I'm i'm just going to wait on a text message, so, would you would you mind sending a text message? Samsung and Me (18:29) I'm sure you'll do of what I mean. Tell me whatever your. Me (18:34) Because I don't know what you're trying to tell me. Samsung (18:39) Okay, ready now. Me and Samsung (18:41) Yeah, I'm just waiting for you to send a text message of what you said, please. Hey, hold on. Samsung (19:02) Let me just raise the all in hold. Samsung (19:04) Okay? Me and Samsung (19:05) Alright. Thank Samsung (19:06) you. Samsung (20:44) Ok, I Kevin, thank you so much for waiting. Me (20:47) Knows. Samsung (20:49) Okay, I just didn't get back my message of what you need to do next or the phone number of the service center that you need to hunt about the T. Samsung (20:56) V. Me (20:56) Okay. Samsung (20:57) Please have them resolve their TV or fix your TV and I'll be the tickets that way you can qualify for the accommodation week mas okay? Me (21:05) Okay? Me (21:06) And my next question is. Me (21:11) The damage to my TV is only let's let's be real about it. Me (21:16) It has nothing to do with the connection issues, so what is what is your resolution for that or what is your suggestion for that as far as how I what I'm exactly requesting from them. Me (21:28) So we're all on. Me and Samsung (21:29) The same page. Okay. Samsung (21:32) Okay, for that, what they just have to review what exactly happened during their last visit on your location. Samsung (21:38) That way they can let you know what will happen next. Samsung (21:40) This is for them to decide Rap for me to decide, sir. Samsung and Me (21:42) I'm sorry. Got it. So Me (21:43) just to be clear, is this Samsung, or is this a the third party company that you hired for the San Francisco area? Me (21:50) That serviced my house. Samsung (21:53) Okay, it is like a technician that is trained by Samsung, but they're not directly unemployed of Samsung. Me (21:59) Okay, sorry, that didn't answer that question is this. Me and Samsung (22:01) The is this the vendor or the is this the person no no yeah, I'm so sorry, the phone number I'm about to call I understand they're not Samsung, but is this the company that supervises and arranges the technicians that I see come here when they service my TV like art. We're talking, are you technicians? That is Samsung (22:23) correct. Me (22:24) Okay? Samsung and Me (22:24) Yes, our authorized service center. So there, this is their service area Me and Samsung (22:24) totally understand that's very helpful, so I will get in contact with him and any other suggestions based on what you know about this case on how to ask them or talk with them. Ashway, as long Samsung (22:38) as I feel okay, as long as he updated your previous tickets that you'll qualify for your homogen request, and that would be the best one that you can speak with our exchange refund department to send you or policeman if you do qualify for that depending on your conversation with our service center. Me and Samsung (22:58) And of course, and they have the authority to say, yes, give him one I don't understand that trying to understand that. I Samsung (23:08) know they just need to check your TV again or possibly review what happens during their last visit by steph. Samsung (23:16) That's what you're claiming, the damage to TV right in the past. Me and Samsung (23:20) Okay, II fully understand I think that's a totally fair request for me you guys to. I have. Me (23:26) But what I don't want you to all do is, please don't close this case. Me (23:32) I will keep it open for at least. Me (23:35) Can you keep it open for 24 hours from today? Me (23:37) Is that okay? Samsung (23:38) Actually, I cannot even open our closest ticket. Samsung (23:41) Because again you need to get as much from Saturday will be the one to update the ticket or close a ticket or open the ticket. Me (23:47) So sorry, what's going to be the status of this ticket right now? Me (23:50) I didn't understand. Samsung (23:53) Actually, I did not open any advocate for you, Kevin. Samsung and Me (23:55) It will be the same peekup in the past. Oh, I understand yeah, so Me and Samsung (23:56) I understand what you're saying. That's way Samsung (23:58) Ashley, call our tax, our service center. Samsung (24:03) They can easily reference. Samsung (24:05) What happened to your what happened to your last visit? Me (24:08) Okay, alright. Me (24:10) Which me luck, I'm not satisfied of how this went down but I mean, you have been as pleasant and helpful as I couldn't expect. Me (24:20) I do apologize for raising my voice. Me (24:23) I'm not excusing it, but it's been very frustrating year. Me and Samsung (24:27) So there was. And don't worry, Samsung (24:30) I told the argument I'm registered. Samsung and Me (24:32) I tried my best to help you out today happened, so thank you so much for your patience. I noticed you get a little upset too, so Me (24:34) I forgive that it's hard to deal with people that are talking over you. Me (24:42) So my apologies, thank you so much. Samsung (24:45) Alright, thank you so for patience and understanding. Samsung (24:47) In the meantime, which will be anything else can help you out with. Me (24:50) Nope, that's fine. Me (24:52) I will release the call. Me (24:54) Thank you. Samsung (24:56) Thank you and if there's something else thank you so much for choosing samsung for your entertainment needs you do have a good day