I'm just going to provide you with a data point....
I bought a Samsung 52" LCD February 2008. The manufacturer's 12 month warranty ran out this February 2009. It stopped working in July - would not turn on. I called their 800 number and they recommended a repair shop. When the local shop came out to look at the TV, they diagnosed a bad power board and recommended we call Samsung back and ask for a goodwill extension on the warrranty. I did this, the rep told me to fax the original purchase receipt and that they'd have to talk to the repair shop to verify it was not due to physical damage. I faxed the receipt that evening. In the meantime, the repair shop ordered the part and scheduled a new visit for 2 weeks later. The repair shop came out, replaced the board and the TV worked. Price of the repair was just under $500. I called Samsung back later that day, they called the shop again to verify the repair was not needed due to physical damage, and told me they would see what they could do. Later that evening, the original rep called me and asked what was happening with my TV. I informed her I got it fixed that day. At this point (and this is the first time anyone I spoke to mentioned this), she tells me that they won't be able to process my claim because they simply can't reimburse a consumer for a repair. When I asked how long I was supposed to wait to hear back from her, she informs me that the purchase receipt was just attached to my file 2 days prior. So a high-tech company takes 10 days to attach a faxed image to a customer file? mmm, not good.
Anyway, she tells me she'll see what she can do if I fax her a copy of the repair shop receipt, which I did that evening. That was July 23rd. I finally heard back from them yesterday (September 2, 2009) to tell me they weren't doing anything for me.
If Samsung had told me from the beginning that they will not goodwill warranty the repair, that would've been fine. If they'd have told me to not get it repaired until I heard back from them, that would've been fine. But to have me jump through a bunch of hoops, drag their feet, leave critical information out, and still not cover it? I'll never purchase a Samsung product again. I have a Samsung TV, laser printer, and cell phone. I would like to buy a blu-ray player and surround sound system, but they won't be Samsung when I'm ready to purchase those. Absolutely horrible customer service and I told the rep this when she called me yesterday.