Bob,
Be relentless with phone calls and emails and be patient and nice. I had a 2012 Samsung PN59D6500 plasma(6 months out of extended warranty) that experienced the dreaded power on/power off cycle. Called Geek Squad and had them come out and assess problem. They determined it was the power supply board so they order one. Returned a week later to install and same issue. Determined it "might" be main board so tech tried to order that part. A no go, discontinued part. Rendered unrepairable by Geek Squad.
After that complete waste of time and time off from work, I called Samsung with my findings. They opened a ticket and had me email them a photo of the purchase receipt, Geek Squad repair ticket showing parts ordered/replaced and discontinued part number. After many days of phone calls back and forth as well as emails, Samsung Executive Affairs Dept.(not exactly sure of dept. name) called to make me an offer. They offered to send me a current model(2016) factory refurbished equivalent to my dead 59" plasma which was a UN60KU6500 60" LED/LCD 4K for a $150.00 out of warranty fee. I did not hesitate to accept the offer.
Now the story changes a bit, for the better. A week later Samsung calls and informs me that the UN60KU6500 is not available and I quote, "would you mind if we sent you a UN65KS8000 65" TV instead?" Three models up the chain and a larger screen, I said, "I absolutely don't mind." Two weeks later, freight truck arrived with the 65KS8000 and they took away my dead plasma.
Moral of story, act ASAP on this and provide all info they ask for and be patient and nice. No guarantees you will have the same end result but I have to give credit to where credit was due, Samsung came through for me.
Bill
Be relentless with phone calls and emails and be patient and nice. I had a 2012 Samsung PN59D6500 plasma(6 months out of extended warranty) that experienced the dreaded power on/power off cycle. Called Geek Squad and had them come out and assess problem. They determined it was the power supply board so they order one. Returned a week later to install and same issue. Determined it "might" be main board so tech tried to order that part. A no go, discontinued part. Rendered unrepairable by Geek Squad.
After that complete waste of time and time off from work, I called Samsung with my findings. They opened a ticket and had me email them a photo of the purchase receipt, Geek Squad repair ticket showing parts ordered/replaced and discontinued part number. After many days of phone calls back and forth as well as emails, Samsung Executive Affairs Dept.(not exactly sure of dept. name) called to make me an offer. They offered to send me a current model(2016) factory refurbished equivalent to my dead 59" plasma which was a UN60KU6500 60" LED/LCD 4K for a $150.00 out of warranty fee. I did not hesitate to accept the offer.
Now the story changes a bit, for the better. A week later Samsung calls and informs me that the UN60KU6500 is not available and I quote, "would you mind if we sent you a UN65KS8000 65" TV instead?" Three models up the chain and a larger screen, I said, "I absolutely don't mind." Two weeks later, freight truck arrived with the 65KS8000 and they took away my dead plasma.
Moral of story, act ASAP on this and provide all info they ask for and be patient and nice. No guarantees you will have the same end result but I have to give credit to where credit was due, Samsung came through for me.
Bill