Home Service Network

As an owner of a dishwasher, washer and drier, and refrigerator, I will NEVER buy another Samsung product. They contract only with one 3rd party repair company, Home Service Network, in the entire Mid-Atlantic. This company has a habit of cancelling and not showing up for service. Our dishwasher went out almost 6 weeks ago. Conveniently just after the 1 year warranty ended. We scheduled a technician to come out. The first appointment had to be rescheduled because the tech called out sick. After more than a week, he came. He charged us $90, said nothing was wrong, and closed the ticket. We had to call Samsung again, open a new ticket, schedule a new appointment. The same tech came out- after another week- showed up late for the appointment, and replaced the mother board. He had a new control panel with him and said he thought ours was bad but wasn't going to replace it. The next day- the dishwasher stopped working again. We called Samsung and opened ANOTHER ticket. Two days later, someone from Home Service Network called to find out what was going on, because they were confused as to why I keep breaking my appliance (?!). They scheduled a different repair person to come on Friday 7/21 (over a month after our first call). The tech did not show up and did not call to cancel. I left two messages at Home Service Network, my husband left a message, and finally we called Samsung. They couldn't get through and left a message. Friday came and went, then the weekend, and then Monday. Still no return call. I called Samsung again on Monday. They couldn't get through so they called a regional manager with Home Service Network. The soonest appointment was for today, Thursday, 7/21. This morning at 11:30, I get a call the tech is out sick and they will come on Saturday. This is OUTRAGEOUS! Between service appointments and missed service appointments, I have used up over a week of vacation days and I still don't have a dishwasher that works. No once cares. Not the repair company, and not Samsung. I just called Samsung to report that we were cancelled on AGAIN. I asked to speak with a Manager. After a 34 minute hold, I was disconnected. BUYER BEWARE! These product are okay, but they don't last, and then you are stuck with a product so specialized that only a certain company can fix it. That company doesn't give a cent about Samsung customers. Do yourself a favor and buy an LG. At least when that breaks, you can get it fixed in a timely manner.

This company is contracted by Samsung to provide warranty work as well as out of warranty work on Samsung Appliances. I hired them because Samsung endorses them to do work, so I thought them to be the best candidate for the job. The tech showed up the first time with no parts despite the fact that Samsung told them the parts to bring based on the photos and problem. They charged $90 just to tell me "Yup that's the part we need" and reschedule another appointment to do the repair. The tech arrived to do the repair a few days later. He would not move the washer because it was in a drip pan and he "Doesn't know how those work". He is an appliance repair person that doesn't know how a drip pan works. So I had to teach myself how a drip pan is installed and disconnect it myself and move the washer. The tech then replaced the part and reassembled the washer. He left without testing to see if the device worked properly. I tested it immediately, and while the diaphragm was in fact no longer leaking when the washer went in to the spin cycle it sounded like a machine gun was firing because something is loose in the canister. I called them and asked them to send someone out to loo at this. They told me I had to call Samsung and open a new ticket because this ticket was closed. I said it's not closed because your tech caused this problem by not reassembling the machine properly and did not test it. They said they'd fix it but I had to call Samsung first. I called Samsung and got a new case number and called back HSN. They then told me that this is a new problem and I would have to pay $90 for the diagnosis and then pay for parts and labor again. I said it is a problem that their tech caused and they are responsible for the cost not me. So I called Samsung back and explained the situation. Fortunately Samsung recognized that this was the techs fault and offered to pay for HSN to come back and fix the problem that HSN's Tech created. HSN Called me the following day and said, "Good news, Samsung has agreed to pay for your new issue with your Washer." I told them that I do not trust their techs to do any more work on my machine and I would simply like a refund for the work that was not properly done the first time. They have denied me a refund, so I have processed a charge reversal on my American Express account. I do love American Express for that reason.

When I tried calling Home Service Network, I got a phone an auto-attendant and followed the instructions and dialed the extension as instructed. Oddly, I ended up in a voicemail system and left a message. Two days later and no call back, so I tried again. This time the phone just kept ringing and ringing, so I tried a different extension, which sent me directly into voicemail. Still no call back.I have no idea how this company even stays in business if they do not answer their phones or call you back. If this is indicative of the service provide, I can't imagine how bad they'll be actually fixing our tv, but I don't think I'm going to stick around to try and find out.

I researched the web to get a rough estimate on what the repairs and estimate for a TV with sound but no picture should cost. Based on my research the max the repairs should have cost for my particular model was around $400 dollars which I was prepared to pay. When the service technician arrived I took him to the tv so he can take a look at it. I left the room for less than 1 minute when he called me back into the room to inform me the inverter needed to be replaced at the cost of $800 dollars. I told the technician I could by a new tv for that amount and sent him on his way. He sat in the truck for about 5 minutes when he came back to the door. He then stated he thought the problem might be the power supply so he asked to take a look at it. This time he took the back cover off the TV to look at the capacitors. He stated that the power supply was working properly and the inverter would still need to be replaced. I decided to get a second opinion and the next company took two days to troubleshoot a bad PCB board and a repair price of $350 dollars. Needless to say I will not be using this company again or recommending them to anyone else.