The Big Screen Store

The Big Screen Store may get good reviews when everything goes right, but in our situation, our tv failed, and so did the response of the Rockville Store manager, Steve. We purchased our Samsung QLED tv from the Big Screen Store, because we thought procuring through a local establishment would give us piece of mind in the case of a problem. Costco had the same tv on sale for about 200 dollars less and also provided a cash card. We listened to Manager Steve smoothly tell us that if anything should go wrong with the Samsung, please call him and then he provided us with his business card.
Well, two days after the extended warranty ended, vertical lines appeared on the tv screen. I called Steve and he informed "that there was nothing he could do and that Samsung would not support us either." I asked him who we could contact at Samsung, and he glibly answered, "call the Board of Directors." l informed Steve that the Board was in South Korea and he then challenged me to write a review on the Internet, claiming that all their reviews were outstanding (far from the truth!)..and then he hung up.
I decided that it was a waste of effort to further communicate with Big Screen Store management and that my only hope was through Samsung. I called Samsung Technical Support and they informed me that the problem would be too costly to repair and that I should consider buying a replacement tv.
I immediately called the Samsung Corporate Consumer Vice President located in New Jersey. She was concerned about the treatment that I had received from the retailer and took immediate action to have the tv panel replaced at no cost to me.

Again, my experience showed that our purchase at the Big Screen Store provided no satisfaction. A purchased through Costco would have saved us hundreds of dollars, given us a better warranty, and , most importantly, a sympathetic technical staff support.

Review: On 10/26/13 We purchased a theater screen from the Big Screen Store for $4599. On 10/31/13 the installers came out to install the screen, speaker wire and several other T.V.'s in the house. The cost was $3734.44. We paid the company an additional $400, probably for additional cable. I have the receipt but not the itemized charge. That cost included mounts, wiring, labor and a [redacted] Wireless device. The installers did not know what they were doing. The sound in the theater sounded like it was coming out of a distant tunnel . We called and ask them to come and fix it. They came out but had no luck trouble shooting. We ask the company to send a different set of installers, they said they would since the other guys couldn't find out the problem. When they showed up for the Saturday appointment , they sent the same guys, not a different crew. My husband asked them to leave since they were not the new crew that we requested. We had lost all hope with the original crew. The person I dealt with was [redacted] - sales rep at the store. We ended up hiring another company to come and fix this problem (I have receipts) Their itemized receipt states "diagnose sound issue in theater.1) Found left and right front speakers not connected properly, and surround rear left speaker unplugged" They fixed the wiring issues and ran calibration to tune the room. The cost for this repair was $130. 2) Another issue, they installed speaker wire in the living room, that too didn't work. They tried blaming that on the carpenter that put up paneling in the room. The wiring never worked correctly. We still haven't gotten someone to fix that problem. 3) We never received the [redacted] Wireless device which we paid $400 for, plus we also paid for the the HDMI splitter that went with that $50. I have had several conversations with [redacted] on this and the company refuses to fix these problems, saying "not their fault". My husband [redacted], even went to the store to see [redacted] about getting the refund for the $400 Device and the $50 splitter we did not receive and he said the installers had them and there and he would contact. It has been over 2 months and he has yet to get back to us. We have acted in good faith working with [redacted] and the installers and have given them plenty of time to make this right. They haven't, now we come to you.Desired Settlement: 1)I would like to receive the $130 we paid to fix the problems in the theater.

2) I would like the $450 refund for the [redacted] Device and the splitter we did not receive

3)I would like the $300 custom install charge for the fee for over the fireplace.