I've got say that this has got to be the worst customer service company I have ever dealt with and judging by the rest of the reviews on here, I am not alone. The people on the end of the phone are really difficult to understand. They are unable to deal with queries and keep quoting a process. Everything has to have a process. They cannot think for themselves. Long story short. I bought a £4,000 TV from them. Since day one any base sound the speaker will vibrate. So I was patient tried different settings, trawled through the Internet and YouTube videos but to no avail. After three weeks I gave up. Looked at the description from Samsung about the twelve speaker system, blah, blah, blah and realised I have been conned. No way the sound is as they described. They offered to change the TV but only if I followed the "process". Basically, you have the TV collected at their convenience. Then you have to wait 7-10 days for it to get back to their investigation centre and only then they will send out a new TV. So if they're doing an investigation to determine whether or not they will replace it, why not say so. If you ask the question they will say no, we are replacing your TV, regardless. So why wait 10 days then? It's wait for it the "process". Whilst looking online I could see many disgruntled customers waiting a lot longer, so I refused. I had to leave it for these guys are like robots, they can't think out of the box, everything is a process. Can't even take a leak without a process it seems. This is going to sound horrible but it's a fact. They are very hard to understand. They repeat your name unnecessarily time and time again. Their communication skills are poor and they repeat the same thing over and over again in the most long winded way. Thereby, making the call three times longer than it needs to be. If your looking to spend £4,000 on a TV, I would spend it elsewhere as if you had a problem you won't get anywhere. I just spent over an hour on a call, speaking with three different people with no resolution. How hard can it be to book a repair? Without a process it seems, impossible. It is so frustrating. Take heed Samsung, your after sales service stinks. Your are worse than the one star I had to give you. Update Finally, they agreed to a refund within 7-10 days of receiving the TV back. Of course that didn't happen. It took another lengthy call to sort that out. I got my money eventually after three weeks but not all of it. That took another week. Also, the TV I traded in I couldn't get back. So a lose, lose situation for me. No apology, refused to investigate my complaint, said they would do that internally and I would not know the result. Shocking behaviour. Avoid at costs. (I have changed my email address, so the order was under ianlogue@ntlworld.com)