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Soundbar HW-N850 and subwoofer Retail $1199 purchased through BEST BUY Metropolitan location NC 28204 Oct,31,2018

Shipped to us rec'd Nov 2018 currently trying to get my refund that Samsung agreed to process. Long story short...

Problems with the sound via soundbar cutting out every few seconds to the point you can't watch anything without being irritated with constant issues. First contacted tech support in Dec 2018 troubleshooting tips on hold forever and work full time so had to call back. Finally in Feb 2019 we wanted a replacement because we had exhausted all possibilities Samsung tech support requested we send it in for repair. They will send a ship label but will not pay for boxing supplies which cost us $30 to box up.

Really Samsung?? Several weeks later we got it back repair summary symptom: Appearance item Defect- Repair Description-Parts replaced-Appearance Repair detail 1.ASSY PCB Main;HW-N850

2Assy Kit-Body; W/W

Get this back from samsung repair, now the unit will not pair with subwoofer. Called tech support on the phone forever troubleshooting only to be told we now need you to send the subwoofer and the soundbar back to us. Again they will not cover boxing packaging for now 2 pieces but they will only give me 1 shipping label but now i have 2 pieces to send back.

I am beyond angry. I called Best Buy spoke with a manager they offer for us to bring it in and they would look at it and if need be they will send it to samsung on our behalf. We took advantage since we did not purchase the additional GEEK SQUAD coverage. Didn't think I needed to on a $1200 soundbar under warranty for a year.

3weeks later we get our sound bar back and brought it back home from BB , the subwoofer now connects and the soundbar worked ok for a few weeks and then started the same thing cuttting in an out but worse than before. Called best buy was told to bring it in and go through the same drill but now we are 2 month from being out of warranty and the Geek squad assoc.tells me they can't do anything outside the Samsung 1 yr warranty because we did not purchase geek squad coverage so all they can do is keep with the circular process with samsung basically until the warranty runs out and then we are stuck with a giant $1200 paperweight. We opted to call samsung and request a refund or exchange. This is where is really get insane!

My husand calls 1-800-samsung we tell them this is the 3rd attempt to repair the same issue and we want a refund/exchange for different item.

The samsung assoc created a ticket and we were told they would call us back in 3-5 business days. 1 week went by and crickets. I called back and complained that we have not heard from anyone, the agent creates and escalation please wait 3-5 biz days to be contacted. Right!!!

so another week goes by and i follow up they claimed they sent an email. We never got an email and I said they told me they were going to call us. We verified Email and phone AGAIN and yes it was correct yet we still have no correspondence, I aksed the agent to please forward this to me again as I don't have it and he assured he would. I hung us and still nothing.

That was Aug 22,2019, Since then I have spent literally hours and hours on hold waiting for supervisors that never pick up and being transferred to claims dept, executive customer service dept, to get nowhere. Each time I call I am told please give us 3-5 biz days to respond. It is now Sept 4, 2019 and I have yet to get 1 phone call from Samsung and no response from the 4 emails I sent trying to get questions answered about my refund. On Aug 31 I was sent a link to fill out to get my refund however it was asking for my claim # which I was never given and of course was not included in that email so I had to call samsung to get that before I could proceed...

More delays...... this link sent me to a samsung refund portal with brief instructions and questions asking how i wanted my refund and that I needed to physically mail the samsung terms and conditions form which I printed off and some completed serial decal form which was never explained so I sent an email as soon as I got the email from samsung telling me they recd my submission and that it may take 7-14 days for the refund to be posted after all required documents/items recd and verified. No where did it ever reveal that I would be responsible for getting the unit back to them. In fact the terms and condition paper I filled out stated I agree that i will not sell/resell, use/reuse nor attempt to seek further compensation for the product that is subject to the claim.

That was it! No, I never received any additional info from samsung so I called back spent a total of 5 hours in 1 day either on hold or speaking with tech support first because they wont transfer you and you supposedly cannot contact the claims dept or be transferred to them as i was told by several agents but was so furious i said the next phone call will be to my local tv station to let the public know what liars and thieves and to alert the public not to buy from Samsung and to expose the deceptive business practices. I was then transferred to the claims dept. However I am still waiting for a call back after escalating and requesting 3 questions be answered before I do anything more.

Since the original refund link had absolutely no instructions other than to send the 2 forms to

Samsung Electronics America

ATTN:Exchange Dept

356 Center point dr

simpsonville, sc 29681

email refunds@***.samsung.com Still NOthing!!!

SHAME ON YOU SAMSUNG YOU ARE TRYING TO STEAL AND LIE TO YOUR CUSTOMERS AND DO NOT STAND BEHIND YOUR PRODUCTS OR KEEP YOUR WORD! We work hard for our money and you are hiding behind layers and layers of lies and insulation! This should NOT be allowed! I will NEVER purchase anything from this company again and will tell EVERYONE I come in contact with the trouble that we have had in dealing with this company!

TOTALLY UNACCEPTABLE. I am still waiting for a call back but based on past experience, highly unlikely!

I would be very interested in a CLASS ACTION LAWSUIT!!

The pictures included were the only instructions/stipulations for refund yet they are telling me that in order to get my refund I have to send the bar back in and pay for boxing. It says nothing about that in the instructions.

Reason of review: Damaged or defective.

Monetary Loss: $965.

Preferred solution: Full refund.

Samsung Electronics Pros: Looks good.

Samsung Electronics Cons: Never worked properly, Never got any call backs or response to any emails sent, No outline or protocol given in writing about refund process, Buyer beware, Do not care at all.

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Did you ever get your refund? I am in the same boat and been waiting two months.

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