Samsung VG-STC3000 Skype TV Camera

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Price: $73.99 Too low to display   

Product Feature

• Use Skype on your 2011, 2012, and 2013 Skype compatible Samsung HDTV
• 720p HD video support
• Built-In adjustable mount

Product Description

The Samsung VG-STC3000 TV camera is compatible with select 2011, 2012 and 2013 model year Samsung Smart HDTVs(D, ES and F series).

Samsung VG-STC3000 Skype TV Camera Review

I purchased this camera based on the excellent reviews, and because I wanted a camera that would work out of the box with my SmartTV, which I love.

The camera failed after three days and that's when the (continuing) customer no-service marathon began --- you know the one... where the company makes it so impossibly difficult and time consuming to file a warranty claim that you eventually start yelling at your children and throwing electronics against the wall. [Note to Samsung support: no, I did not throw the camera against the wall or mistreat it in any way. It stopped working all by itself.]

Don't think for a moment that because this device is a camera, that you should be able to obtain support from the camera department at Samsung. It is a TV camera, therefore one must contact the TV department for support. Forty minutes gone. I feel sympathy for the poor customer service folks in the TV department, because they are trained to support.... TVs. The first two individuals I spoke to could not figure out what I was asking for, why I was calling, or how they might be able to help. I guess I don't feel too much sympathy, because they were not interested enough to actually help find the right area. But the third time was a....disaster. Another thirty minutes on hold, then a hangup. How can a world-class engineering company like Samsung have such an incredibly poor support network? Maybe they aspire to get into the cable business. This is a warm-up.

Eventually my next call was escalated to a supervisor, who was able to confirm the camera was not a part of the TV --- it was a separate peripheral ---, and that the camera was, indeed, defective. She then advised me to return the product to Amazon. Really? I explained that I was out of the 30 day window and it was therefore a warranty claim. She gave me a fax number and instructed me to include a reference number which would facilitate the return.

I sent one fax, then a follow up several days later, but heard nothing back. Yesterday I received a scripted phone message that because I had not sent in the product receipt (sent twice) or serial number with my reference number, my case had been closed. I was invited to call Samsung again, to open a new warranty claim, once I had emailed in the product serial number and receipt. Of course the problem was never locating the serial number ~ it was knowing that a serial number would be required to process the claim.

I have already replaced the camera with an HD webcam from Logitech. I expect it will be weeks if not months before I reach a satisfactory resolution with Samsung. I am sure they will want to send a replacement camera, which I do not want, or a credit which I cannot use. Meanwhile, the marathon continues....

UPDATE*** Samsung Executive Customer Support has just informed me that because this item is an "accessory" not a TV set, there is nothing they can do. No exchange, no refund, no nothing. They refused to escalate my case. I explained that the item was defective... it's not a merchant problem. But no matter. "Speaking with a supervisor is not an option." Wow. So now it's back to Amazon, then as a final resort, American Express.

UPDATE #2*** I contacted Amazon customer support after the previous call with Samsung, explaining the situation and what I was told by Samsung. After a brief hold (<10 minutes) the very courteous service represented offered to refund my purchase. Amazing Amazon! This is what service is about, and why I spend more $$ at Amazon than at any other retailer. Take a lesson, Samsung!

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