Instruct: Classify Amazon reviews into positive or negative sentiment
Query: Customer service problems

Let me start out by saying the TV is great. However, it arrived with problems with the screen (dark smugged areas). We alerted Samsung to this issue and they gave use a warrenty repair company to come out to fix it. They came out to see if it could be repaired in place and found the screens needed to be replaced. They ordered the new screens 3 months ago. The repair company was blaming Samsung and Samsung had no idea why the screens were not delivered, until today. Come to find out the repair company had lost there licenses to repair Samsung awhile back. We were never contacted by Samsung to tell us that the dropping of the service company had happened and to get us a new repair service company to come back out. If you have issues with Samsung you will want to immediately talk to the Executive Customer Relations (ECR) branch. The regular customer service folks don't have the power to do anything except take notes and put you on hold for "2 to 3 minutes". Just beware.