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Better Business Bureau
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1005 La Posada Dr. Austin, TX 78752
512-445-2911
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Mission: To be the leader in advancing marketplace trust.
Introduction
Welcome to the official page of your Better Business Bureau serving Central, Coastal, Southwest Texas and the Permian Basin! We're here to help foster trust between local consumers and businesses.

You can follow us on Twitter at
www.twitter.com/CentralTexasBBB

You can follow our blog at
www.watchyourbuck.com

You can find BBB Consumer Tips at
www.youtube.com/user/centraltexasbbb

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Hi everyone! We have a shiny new Google+ page! Head over there and follow us to keep up with scam alerts, investigations, and BBB news+events.

Connect with us here: http://bit.ly/1fybkyl
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Harold Pastian's profile photoMary Fore's profile photoSharon Creamer's profile photoJesse Hill's profile photo
2 comments
 
Help! Samsung is ignoring me!

"Haven't heard back from you after I was told I would get a call back.  I'm in day 123 of a ongoing saga with a product of yours that I can't seem to get repaired, and I can't seem to get a decision maker to call me either.

I've already filled out an +Federal Trade Commission  complaint number 54192732 and a +Better Business Bureau 10090723 complaint already this weekend.

I also received this message from you Sat: "+Mike Fleming We are very sorry to hear this. I see you reached out to us today and as you said, are awaiting a call back from our ECR department. I apologize for the delay, but if you have not heard from this department by Monday. Please contact us a the following email: smsupport@sea.samsung.com. I will be sure to forward this information to my supervisor and have her reach  out to you directly. Thank you. ^Andy"

I've filled out reviews of my story on +Walmart +Best Buy +Office Depot, Inc. +Staples +Amazon.com 

I've posted a video of the issue I'm having here:
https://www.youtube.com/watch?v=lW1X39Nyv7Q

My original story is below:
I purchased a Note 10.1 2014 Edition, Model: SM-P6000ZKYXAR, Serial #: RF2D91963HB end of Feb 2014. The trouble with your product and service began soon after.

After using item for a week or two, I noticed some white, noisy video lines appearing on the screen intermittently. I posted a picture and a video of the behavior on my initial service request.

I called your help line and we traversed the typical troubleshooting tree, factory resetting the device, and did not fix the issue. 

I decided to send the item in for service, Service Ticket # 4124472196. We sent the item to RSI as directed in Plano, Texas. I kept track of the service order which was convenient, and I received confirmation that the item was repaired by replacing a cable.

The item was lost in the mail briefly because he item was sent to the wrong address. I called UPS and they read the address back to me, and was missing the last two digits of my apartment number. I checked the service order confirmation and the address was correct. I had to travel to several apartments with the help of my apartment office to secure the item. When calling the service department, the staff was rude and refused to accept any blame for the error, as well as the UPS department as I expected.

When using the tablet, the item showed the original video issue as indicated before--the repair didn't fix the issue. I called executive support line and was instructed that I would have to send the tablet in again for a second repair. I promptly did this with Service Ticket 4124845177.

On June 10, received a phone call from a technician asking me what the problem with the tablet was. The technician had no knowledge of the previous attempt at repair. I explained the problem completely again and asked if they had any issue to call me and I would guide them through the process of making the error fault appear. I explicitly asked to call before sending the item back, but instead they sent the item back and couldn't duplicate the error.

I called help line as soon as I received acknowledgement of an unsuccessful attempt at repair. The operator was kind and offered a time for a callback of 430 on Wednesday. Not to my surprise, this agreement was not honored...I didn't receive a phone call.

I received the tablet back from RSI last night. I promptly turned the device on and the same initial fault of the video white line issue appeared after opening the Chrome browser, literally within 5 seconds of turning the device on. The item still has the original issue.

I am completely unsatisfied with the tablet and the process in which I need to service the item. I even empathize with the electronics manufacturing process, I a test engineer and I deal with failing and passing items all the time...I understand the process sometimes yields faulty product. However, this entire relationship with Samsung, and I must say this is my first Samsung product of any kind, has been a failure at every level. The majority of the interactions have been filled with inconsistencies, ducking blame, and broken agreements. My fiance and I have spent at least 8 hours, 500 dollars on the tablet and incredible amounts of grief and inconvenience for the company's inability to provide me with the good and services I have requested.

I would like either a working, new product of equal or better value, or I want my money back. Period. I understand I'm probably a unknown percentage of the people that get faulty units. I imagine some customers eventually give up after being exhausted with the process. Unfortunately, I will not go away, I will not give up until Samsung meets their end of this deal!

Hope to hear back from you."
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A new security vulnerability in Microsoft's Internet Explorer leaves users open to attack. Learn how to protect yourself here: http://go.bbb.org/1ryej9R
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Ryan Hollembaek's profile photo
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Our thoughts are with all those affected by the storms in Arkansas and Oklahoma. If you'd like to make a monetary contribution to recovery efforts, you can here: https://www.redcross.org/quickdonate/index.jsp
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Chelsea's Friday is double great, because she's our April employee of the month! She's an essential part of the BBB team, and a top-notch human.

Congratulations Chelsea!
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John Stroncheck's profile photoErrol Baboolal's profile photo
2 comments
 
Go Chelsea!
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Planning to take a summer vacation? Find a cheap, last-minute deal that sounds too good to be true? It probably is! http://bit.ly/RFQXEN
Now that spring is here, a lot of folks are thinking about summer vacation plans. Cheap deals can be pretty tempting. How does a one-week stay in a condo in Hawaii with return air fare, only $299.9...
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Transportation Supply's profile photo
 
When I was looking at deals for spring break in college, I saw a lot of 'too good to be true' deals.
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In observance of the holiday weekend, the BBB offices will close at 2PM CT today.

Have a great weekend!
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#BusinessProTip: Know your limits as a business.

Happy Friday!
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Sunshine Bracey's profile photo
 
Ewwwe M.G.
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Have them in circles
1,053 people
 
May is National Moving Month! Join your BBB, Texas Department of Motor Vehicles, and the Southwest Movers Association for an informative press conference covering tips on how to make your next move painless, and hire the right mover. Event details here: http://go.bbb.org/1kbpiSF
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John Morrison's profile photo
 
I love the business I get from B.B.B I am a A# business and the elite customers
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Thanks for coming out to Shred Day in Corpus Christi and Waco this past weekend! We helped nearly 900 consumers protect their identity by safely shredding and disposing of personal documents and old electronics.

Thanks for making Shred Day 2014 such a huge success!
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Kingsley Ifeanyi's profile photo
 
Business is the root to your, groove. 
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FYI: Today's the last day to register for a year of free credit monitoring from Target.
Info here: http://www.bbb.org/central-texas/migration/other-news/2014/01/free-credit-monitoring-for-target-data-breach-victims/
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Harold Pastian's profile photoLindsey Graves's profile photo
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Studies show that 100% of humans need the Earth to survive. Let's protect it. http://bit.ly/BBBEarthDay
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We know how to survive Mondays here at BBB. With donuts!
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BtoB Sales and Marketing's profile photo
 
Perfect!
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