Terrible after sales service

I am disgusted with the after sales service that I have been receiving since purchasing my Samsung twin tub wash machine one month ago. 4th August I contacted online support as the spinner was not spinning. Two agents told me to check the bottom of the machine where the drainage is, no problem there but the machine could not be used. I asked if this would be covered under warranty and no one could give me a straight answer. They kept saying it would be unless it was customer negligence – but what is your definition of customer negligence?

Promise was allocated the job card.(Liptronics) He was instructed to call an hour before arriving to my house, however, just pitched up on 8th August, luckily my Fiancé was home. Promise fixed the drainage problem and noted that the pipe was taped because my puppy had made a small hole. (the drainage problem was not related to the pipe). And yes we were aware and had in fact purchased a replacement pipe from a SAMSUNG ACCREIDTED SUPPLIER – but we were unable to replace the pipe as the pipe is glued to the machine and I did not want to mess with my warranty. Promise removed the old pipe and was given the new pipe as we thought he could just replace it while he was there. He didn’t and told my fiancé that he would order a new pipe from Samsung and they would come back to replace. Still no confirmation of if I would have to pay and he did not put the old pipe back on the wash machine as it could still be used.

I heard nothing from Samsung / Liptronics AT ALL! On the 13th at 15.55 I called Samsung support and was told that I need to contact Liptronics ********** 226 and I spoke to Nadia. I explained to Nadia that 1. No one has told me if I am expected to pay for any of this, no paperwork was given to my fiancé on the 8th 2. I don’t understand why if I had a pipe for the machine why Promise couldn’t just connect the pipe that was there and why he was ordering a new pipe, and would I have to pay for this pipe and my puppy chewed it. She could not give me answer. Never mind the fact that I was again calling them, and no one could give me an SLA. She told me she would find out from Promise why he didn’t connect the pipe and call me back to let me know when he would go back to do it. At 16.15 Nadia called me back and she told me that Promise had said that he didn’t know that we had a new replacement pipe! And basically, imp**** that myself and my fiancé were lying about giving him the new pipe which is why he didn’t connect it on the 8th! This is utter nonsense why wouldn’t I let him fix my washing machine on the 8th the first time and be done with it? Anyway, Nadia tells me that she has told Promise that he needs to go back to my house to connect the pipe that I have so that I can use the wash machine. It’s been almost 10 days and I have had to go to the laundry to do my washing after paying R5000 for a wash machine that is barely a MONTH old! I made it clear that Promise needs to go before 12.30 as my fiancé would not be home after that.

14th August at 12.55 (yes that is after 12.30) Promise calls me to say that he just called my fiancé to go to the house and my fiancé told him that he can’t come now.. well yes because I made it clear that it needed to be before 12.30!! but it gets better – Promise told me that he wasn’t going to my house to fix the machine, he had called my fiancé to tell him that the new pipe from Samsung hadn’t arrived so he couldn’t come to fix the machine!! So at this point I am like ***!! Nadia just told me that he doesn’t need a new pipe from Samsung he can use my pipe now he is saying he can’t come out because there is no pipe. So what is it Samsung? Does anyone know what is going on there? At 13.20 I call Nadia back again!! And tell her that Promise didn’t go and fix the machine he said he needed the pipe, but she said he didn’t? so what now – I made it clear that my Fiancé does want your lying technician at our house and that she needs to send someone else. She said ok. Someone else would go out on the 15th before 12pm.

15th August 10.20 I get a missed call.. just 1 and no voice message. I don’t know this number. NOTHING for the rest of the day and guess what… NO TECHNICIAN to fix the wash machine!

16 August 10.00 I call Nadia AGAIN!!! And I make it clear that I am now FED UP with her service and that of Promise. What kind of customer service is it to only call the customer once? Of course, I have a job – how else do I afford to buy Samsung electronics?? But it’s disgusting that you think its ok to only try once and then just leave it considering that this is already an escalated complaint.

Nadia’s feedback now changes again! Now I am told that Promise says he CANNOT use the new pipe that I purchased as it is the wrong pipe. And Promise say he told my Fiancé this.. which is nonsense – if this was the real reason then why when I called on the 13th was I not told this? (I don’t believe anything at this point) here’s the KICKER.. HOW CAN PROMISE KNOW THAT IT IS THE WRONG PIPE WHEN ACCORDING TO HIM MY FIANCE DID NOT GIVE HIM ANY NEW PIPE ON THE 8TH WHICH IS WHY HE HAD TO ORDER A NEW ONE? (that was his first story) So I am now tired of being **** to!! So which story is it now?? between Promise and Nadia they can’t keep their story straight. Nadia doesn’t know why I am being **** to but what she will do is order me a new pipe under warranty!! ONLY ORDER A NEW PIPE NOW?? WHAT HAPPENED TO THE ORDER THAT WAS SUPPOSED TO BE PUT THROUGH ON THE 8TH??? no answer.

Requested to speak to Nadia’s manager – was transferred to Neils. He said he would find out what is happening and call me back – I am still waiting!

Instead Nadia calls me back – and yes its NOT OVER YET.. now Nadia says that SAMSUNG has no stock of the twin tub pipe! So how long was I going to wait before this became news to me??? According to Nadia they do have another (not twin tub pipe) at the factory but they are not sure if it will fit on the wash machine, but they will send someone out (your guess is as good as mine as to when this person will go) to see if it fits… but then why not just see if the new pipe that I have fits the wash machine??

It has now been 12 days that I have been unable to use my machine that is barely a month old and you have created a problem with my machine that wasn’t even the original reason for your call out!!

Your service is disgusting – I am a trusted Samsung appliance user, (tv, cell phones) and I trusted the brand when I purchased this but I am now done! This is disgusting for something as simple as connecting a wash machine pipe!! If you cannot get something so simple right then I hate to think if there is actually something wrong with the machine what will happen.

Is Samsung going to refund my laundry service bill while your *********** staff try to figure out what is the next lie they can tell me??

Your calls are recorded you go and listen and tell me what you are going to do to fix this??