Several months ago I wrote about the best support experience I’ve ever had. One of my Samsung monitors was deteriorating. I called Samsung support, and within two days they had a new monitor waiting for me at the UPS store (I merely brought my faulty monitor in to be shipped back and took the new one home).

Well, those days are gone. Another of my monitors is now failing. I called support and was told that their policies have changed. I now have to ship my monitor back to them and wait up to two weeks for repair and return (they’ll replace only if it cannot be repaired). Which means I am without the monitor for two weeks. Which means I need to buy a new monitor. This time it will not be a Samsung. And that’s a shame. I love their products and have been buying them exclusively for years. Maybe this is normal policy for the industry, but their old policy had me publicly singing their praises, while the new policy has me publicly deriding them. Wonder how that will play out for them.

written by Christopher Murray