AC Direct Customer Complaint: Samsung AR6***0 BTU Air Conditioner Order

Customer Complaint: Samsung AR6***0 BTU Air Conditioner Order

On Black Friday (29 November 2025) I purchased a Samsung AR6***0 BTU air conditioner. The sales team was prompt, professional, and very helpful — unfortunately, that is where the positive experience ended.

After the sale, I received confirmation emails, including one stating that a scheduled installation appointment would take place within 3–10 days. However, attempting to reach the installation department has been nothing short of a nightmare. Calls ring endlessly with only an automated recording, leaving me on hold for over seven minutes before being disconnected. This cycle repeated multiple times without resolution.

On 10 December, I contacted the delivery department instead. They were eager to deliver the unit due to warehouse overflow from Black Friday sales. The unit was delivered promptly on 11 December, and the delivery team was courteous and professional.

Following this, I finally managed to connect with the installation team, who explained that due to the influx of sales, they were overwhelmed and had not yet scheduled all jobs. They promised to provide me with a date by the afternoon of 11 December, which they did at 15:20. To my dismay, the installation was scheduled for 06 January 2026 — a completely impractical date, as my guests (who required the air conditioner) had already arrived and would have left by then.

Repeated attempts to reach the installation department failed, with calls eventually being redirected to Johannesburg reception, who promised to pass on my request. At this point, seeing that AC Direct is unable to fulfill the installation, I requested delivery of the copper piping (which I paid for) so I could arrange for another installer to complete the job.

Samsung’s warranty requires installation and servicing by an accredited technician. At this stage, however, I am prepared to forfeit the warranty simply to have the unit installed. My patience has been exhausted.

I expect AC Direct to contact me urgently to resolve this matter.