It may seem like a rather minor irritation to discover that optional equipment advertised for a product is not actually available. But it's a bit more annoying when that option is one of the reasons you chose that particular model. And it's quite frustrating when the manufacturer essentially tells you take a hike without even changing its erroneous product description. That's certainly how one reader feels about his recent experience with a Samsung flat panel display.
"I own a Samsung 225BW LCD monitor," the reader wrote. "The monitor itself is lovely. But the description on Samsung's website mentions optional integrated speakers:"
"Imagine having more room to spread out. The Samsung 225BW combines a 22" screen with a 16:10 widescreen aspect ratio to give you a bigger window on your world. Whether you use that power to work more efficiently or to watch a bigger blockbuster, you get shart text and crisp motion through a fast 5 ms (GTG) response time, 700:1 contrast ratio and exclusive technologies like MagicColor and MagicBright2. And it's all topped off by a height-adjustable stand and optional integrated speakers. With the Samsung 225BW, it's not hard to imagine."
Unfortunately, it appears the optional integrated speakers can only be imagined. "I can see the clips on the back of the monitor where the optional integrated speakers should attach, but they don't exist," the reader wrote. "I spoke with Jessica in the Samsung support center. She said she would call me back; she never did. I received an e-mail from their website form telling me to call J and J Parts. I called -- they do not have such speakers. They told me to call Samsung customer service again."
"I then spoke with Kerry at Samsung customer service. She said they don't make speakers. When I showed her the description on the website, she put me on hold to talk with a supervisor. When she came back, she suggested that I should go to an electronics retailer and they would have speakers that clip on to the monitor."
As I write this, more than a week after the reader complained to Samsung, the description of the 225BW monitor on Samsung's webpage remains unchanged. And a quick perusal of the online retailers that have the monitor for sale finds several that echo Samsung's description of the optional integrated speakers, but I can't find any that actually offer the option for sale.
"My suggestions for Samsung are to either find the speakers and make them available or update the website to indicate that the speakers do not exist," the reader writes. "Also, while it may seem courteous to suggest an electronics store for the optional speakers, it truly is inconsiderate to suggest what would be a waste of time on a goose chase."
Have any of the features of a product you purchased turned out to be imaginary? Let us know by posting your comment on my website or writing me at Foster@gripe2ed.com.
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