AM
Ashley M
1 reviews | Active since Aug 2016
02 Oct 2024, 19:09
Bad Customer service
I am writing to express my frustration with the ongoing issues I've faced regarding my faulty Samsung TV, which is now my second defective unit. I emailed both Samsung and Makro today, outlining my concerns, but have yet to receive any response.
I understand that Makro does not allow customers to bring faulty TVs to the store due to the absence of a Samsung representative, insisting instead on home visits from Samsung. After waiting several hours for a reply, I attempted to follow up via phone. I called the store three times, only to be put on hold each time. On my fourth attempt, I reached the Makro call center and asked for Avish, who assisted me with my previous issues. After being on hold for 8 minutes, I was informed that he could not be located, and the representative promised to pass my details to him for a callback.
As of now, it is 19:10, and I have yet to hear from anyone. This lack of communication and support is incredibly disappointing and raises serious concerns about Makro's commitment to customer service.
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Replies (12)0
Replies (12)AM
Ashley M's updateReviewer Update
12 Oct 2024, 08:46Good morning,I am extremely disappointed with the service I have received from Samsung.Two days ago, a team from Samsung visited my home to assess my TV and confirmed all the issues I reported. Yesterday, I received a call from a representative named Hemal, who instructed me to bring my TV to Samsung in Cornubia. He mentioned that he would replace my TV with a new one but asked for a cash difference to be paid directly to him. I questioned why I needed to bring the TV in and why I would have to pay a difference if it was supposed to be a straightforward swap due to the fault.Hemal then said he was "making a plan" for me to get a new or better TV, and if I didn’t want to follow his suggestion, he would have to contact his head office and get back to me. I was left very confused, as this seemed to hint at possible misconduct.I further explained that the TV was purchased from Makro using my Makro card, and Hemal’s tone shifted quickly. He promised to call me back with a way forward. This morning, he called me again, but with a completely different story. Now, he said they don't do TV swaps anymore and that they would repair my TV instead. I am baffled by how the conversation shifted from a swap-out one day to a repair the next, especially after the initial offer.To add to my frustration, I have been waiting for Elizabeth from Makro to call me. Despite sending numerous emails to her explaining what has transpired, I have received no call or response.I am a customer, not a dog. Why am I being treated this way, and why does everything have to be such a challenge? I would appreciate immediate action from Samsung management to address this, as I am now questioning the integrity of the service being provided.Please have someone from management contact me as soon as possible.
AM
Ashley M's update12 Oct 2024, 08:46
Reviewer Update
Good morning,I am extremely disappointed with the service I have received from Samsung.Two days ago, a team from Samsung visited my home to assess my TV and confirmed all the issues I reported. Yesterday, I received a call from a representative named Hemal, who instructed me to bring my TV to Samsung in Cornubia. He mentioned that he would replace my TV with a new one but asked for a cash difference to be paid directly to him. I questioned why I needed to bring the TV in and why I would have to pay a difference if it was supposed to be a straightforward swap due to the fault.Hemal then said he was "making a plan" for me to get a new or better TV, and if I didn’t want to follow his suggestion, he would have to contact his head office and get back to me. I was left very confused, as this seemed to hint at possible misconduct.I further explained that the TV was purchased from Makro using my Makro card, and Hemal’s tone shifted quickly. He promised to call me back with a way forward. This morning, he called me again, but with a completely different story. Now, he said they don't do TV swaps anymore and that they would repair my TV instead. I am baffled by how the conversation shifted from a swap-out one day to a repair the next, especially after the initial offer.To add to my frustration, I have been waiting for Elizabeth from Makro to call me. Despite sending numerous emails to her explaining what has transpired, I have received no call or response.I am a customer, not a dog. Why am I being treated this way, and why does everything have to be such a challenge? I would appreciate immediate action from Samsung management to address this, as I am now questioning the integrity of the service being provided.Please have someone from management contact me as soon as possible.
AM
Ashley M's updateReviewer Update
21 Oct 2024, 14:55Hello,
Since Friday I have been sending emails with no response, my TV has been for repairs and came back Friday at 18h00, I have a huge problem and have tried contacting Elizabeth one email on Friday night and two emails today, images of the issues are on my mail. Seriously guys do not take your customers complaints Seriously. Why do I have to beg for a response all the time, and to date not a single manager has reached out to me to discuss my dissatisfaction.
Since Friday I have been sending emails with no response, my TV has been for repairs and came back Friday at 18h00, I have a huge problem and have tried contacting Elizabeth one email on Friday night and two emails today, images of the issues are on my mail. Seriously guys do not take your customers complaints Seriously. Why do I have to beg for a response all the time, and to date not a single manager has reached out to me to discuss my dissatisfaction.
AM
Ashley M's update21 Oct 2024, 14:55
Reviewer Update
Hello,
Since Friday I have been sending emails with no response, my TV has been for repairs and came back Friday at 18h00, I have a huge problem and have tried contacting Elizabeth one email on Friday night and two emails today, images of the issues are on my mail. Seriously guys do not take your customers complaints Seriously. Why do I have to beg for a response all the time, and to date not a single manager has reached out to me to discuss my dissatisfaction.
Since Friday I have been sending emails with no response, my TV has been for repairs and came back Friday at 18h00, I have a huge problem and have tried contacting Elizabeth one email on Friday night and two emails today, images of the issues are on my mail. Seriously guys do not take your customers complaints Seriously. Why do I have to beg for a response all the time, and to date not a single manager has reached out to me to discuss my dissatisfaction.
AM
Ashley M's updateReviewer Update
22 Oct 2024, 21:06Another day wasted and no response from the team. This is becoming very very frustrating.
Why does MAKRO management not take the time to read these reviews and contact there customers? I an still sitting with a faulty TV.
Why does MAKRO management not take the time to read these reviews and contact there customers? I an still sitting with a faulty TV.
AM
Ashley M's update22 Oct 2024, 21:06
Reviewer Update
Another day wasted and no response from the team. This is becoming very very frustrating.
Why does MAKRO management not take the time to read these reviews and contact there customers? I an still sitting with a faulty TV.
Why does MAKRO management not take the time to read these reviews and contact there customers? I an still sitting with a faulty TV.
AM
Ashley M's updateReviewer Update
23 Oct 2024, 16:40Another day has passed and still no feedback, I called your customer care spoke to a guy who said he will escalate the issue and find out why the case was closed without my consent or confirmation my issue was resolved, however Elizabeth closed the case so now I have to explain my whole story again to a new person, guys this is really really frustrating and you having *********** staff adds to my frustration.
Can someone that know what they are doing please call me, I still have had no response since Thursday.
Can someone that know what they are doing please call me, I still have had no response since Thursday.
AM
Ashley M's update23 Oct 2024, 16:40
Reviewer Update
Another day has passed and still no feedback, I called your customer care spoke to a guy who said he will escalate the issue and find out why the case was closed without my consent or confirmation my issue was resolved, however Elizabeth closed the case so now I have to explain my whole story again to a new person, guys this is really really frustrating and you having *********** staff adds to my frustration.
Can someone that know what they are doing please call me, I still have had no response since Thursday.
Can someone that know what they are doing please call me, I still have had no response since Thursday.
AM
Ashley M's updateReviewer Update
11 Nov 2024, 10:54and yet still no contact with me?
AM
Ashley M's update11 Nov 2024, 10:54
Reviewer Update
and yet still no contact with me?
AM
Ashley M's updateReviewer Update
12 Nov 2024, 16:43Formal Complaint Regarding Unresolved TV Repair IssuesDear Customer Service Team,I am writing to express my profound dissatisfaction with the service I have received from Makro and Samsung concerning the repair of my television. This experience has been unnecessarily prolonged, frustrating, and marked by miscommunication and poor customer care, leaving me with unresolved issues with my TV and no satisfactory support. Below is a detailed account of my experience:
- Initial Visit to Makro and Call Logging: On October 2, 2024, I brought my television to Makro for a fault assessment. I was directed to log a call with Samsung instead of having Makro accept the TV for inspection. I logged the call on October 3, 2024, under Job Number ***. I was assisted by Elizabeth from Makro, and I described multiple screen issues at that time.
- Assessment and Issue with Samsung: Cameron from Samsung conducted an assessment and verified the problems I had reported. Later, I encountered Hemal from Samsung, who insisted I pay an additional fee for an upgraded TV, which I declined. Despite my refusal, emails ensued where Hemal inaccurately claimed I had declined the repair.
- TV Collection and Return: After extensive follow-ups, my TV was finally collected for repair on October 16 at 6:50 a.m. and returned the next day after 6 p.m. However, the TV still displayed issues, with visible white and dark patches on the screen. Elizabeth from Makro prematurely closed the case without verifying if the TV was satisfactorily repaired.
- Further Delays and Lack of Response: I reached out to Elizabeth and Makro multiple times over the next week, facing delays and communication challenges. Finally, Elizabeth informed me she had moved departments but apologized for her earlier handling of my case. I subsequently sent a new email, including images of the TV’s issues, to reinitiate the repair process.
- Second Assessment Scheduled Without Confirmation: On October 29, Samsung attempted to schedule a second assessment without confirming my availability. I informed Cameron of my unavailability, but further attempts to reach him for rescheduling were unsuccessful. Frustrated, I lodged a complaint on Hello Peter and contacted Makro's online support, who facilitated a call with the Samsung call center.
- False Information in Samsung Records: To my dismay, the Samsung agent claimed that Cameron had visited on October 29, found no fault, and closed the case—a blatant misrepresentation, as no one had visited, and the issues were still present. I escalated my complaint to Purity Mpepo, a Samsung supervisor, and shared call recordings, emails, and photographs as evidence. Despite her assurances, I have yet to see any follow-through on this issue.
- Final Attempts and Further Delays: Hemal finally called after Purity’s intervention to arrange an appointment for November 12, where Cameron inspected the TV again. Unfortunately, I am still left without clear answers or next steps. My calls to Hemal for updates have gone unanswered, and I continue to experience unresolved issues with my TV.
AM
Ashley M's update12 Nov 2024, 16:43
Reviewer Update
Formal Complaint Regarding Unresolved TV Repair IssuesDear Customer Service Team,I am writing to express my profound dissatisfaction with the service I have received from Makro and Samsung concerning the repair of my television. This experience has been unnecessarily prolonged, frustrating, and marked by miscommunication and poor customer care, leaving me with unresolved issues with my TV and no satisfactory support. Below is a detailed account of my experience:
- Initial Visit to Makro and Call Logging: On October 2, 2024, I brought my television to Makro for a fault assessment. I was directed to log a call with Samsung instead of having Makro accept the TV for inspection. I logged the call on October 3, 2024, under Job Number ***. I was assisted by Elizabeth from Makro, and I described multiple screen issues at that time.
- Assessment and Issue with Samsung: Cameron from Samsung conducted an assessment and verified the problems I had reported. Later, I encountered Hemal from Samsung, who insisted I pay an additional fee for an upgraded TV, which I declined. Despite my refusal, emails ensued where Hemal inaccurately claimed I had declined the repair.
- TV Collection and Return: After extensive follow-ups, my TV was finally collected for repair on October 16 at 6:50 a.m. and returned the next day after 6 p.m. However, the TV still displayed issues, with visible white and dark patches on the screen. Elizabeth from Makro prematurely closed the case without verifying if the TV was satisfactorily repaired.
- Further Delays and Lack of Response: I reached out to Elizabeth and Makro multiple times over the next week, facing delays and communication challenges. Finally, Elizabeth informed me she had moved departments but apologized for her earlier handling of my case. I subsequently sent a new email, including images of the TV’s issues, to reinitiate the repair process.
- Second Assessment Scheduled Without Confirmation: On October 29, Samsung attempted to schedule a second assessment without confirming my availability. I informed Cameron of my unavailability, but further attempts to reach him for rescheduling were unsuccessful. Frustrated, I lodged a complaint on Hello Peter and contacted Makro's online support, who facilitated a call with the Samsung call center.
- False Information in Samsung Records: To my dismay, the Samsung agent claimed that Cameron had visited on October 29, found no fault, and closed the case—a blatant misrepresentation, as no one had visited, and the issues were still present. I escalated my complaint to Purity Mpepo, a Samsung supervisor, and shared call recordings, emails, and photographs as evidence. Despite her assurances, I have yet to see any follow-through on this issue.
- Final Attempts and Further Delays: Hemal finally called after Purity’s intervention to arrange an appointment for November 12, where Cameron inspected the TV again. Unfortunately, I am still left without clear answers or next steps. My calls to Hemal for updates have gone unanswered, and I continue to experience unresolved issues with my TV.
AM
Ashley M's updateReviewer Update
19 Nov 2024, 12:29Hi
any feedback?
any feedback?
AM
Ashley M's update19 Nov 2024, 12:29
Reviewer Update
Hi
any feedback?
any feedback?
AM
Ashley M's updateReviewer Update
19 Nov 2024, 16:03Hi
Yes, the guys came out last Friday from TM Electronics and confirmed that there is infact a problem with the TV, they called now to come and collect the TV for a second repair.
I'm so glad they confirmed there is a real fault as I thought I was loosing my mind since Cameroon from circle seven was insisting there was no issue with the TV, Leaving the lies Cameron spoke when he closed the call as no fault found, when infant he never came out at all.
Yes, the guys came out last Friday from TM Electronics and confirmed that there is infact a problem with the TV, they called now to come and collect the TV for a second repair.
I'm so glad they confirmed there is a real fault as I thought I was loosing my mind since Cameroon from circle seven was insisting there was no issue with the TV, Leaving the lies Cameron spoke when he closed the call as no fault found, when infant he never came out at all.
AM
Ashley M's update19 Nov 2024, 16:03
Reviewer Update
Hi
Yes, the guys came out last Friday from TM Electronics and confirmed that there is infact a problem with the TV, they called now to come and collect the TV for a second repair.
I'm so glad they confirmed there is a real fault as I thought I was loosing my mind since Cameroon from circle seven was insisting there was no issue with the TV, Leaving the lies Cameron spoke when he closed the call as no fault found, when infant he never came out at all.
Yes, the guys came out last Friday from TM Electronics and confirmed that there is infact a problem with the TV, they called now to come and collect the TV for a second repair.
I'm so glad they confirmed there is a real fault as I thought I was loosing my mind since Cameroon from circle seven was insisting there was no issue with the TV, Leaving the lies Cameron spoke when he closed the call as no fault found, when infant he never came out at all.
AM
Ashley M's updateReviewer Update
20 Nov 2024, 09:32Thank you, however I still require an investigation into the first company that was assigned to me (Circle Seven) especially Cameron and Hemal, seems they are running a circus, and I want to take this to task. this purely because I was made out to be a **** and the how poorly they have treated me.
AM
Ashley M's update20 Nov 2024, 09:32
Reviewer Update
Thank you, however I still require an investigation into the first company that was assigned to me (Circle Seven) especially Cameron and Hemal, seems they are running a circus, and I want to take this to task. this purely because I was made out to be a **** and the how poorly they have treated me.
AM
Ashley M's updateReviewer Update
26 Nov 2024, 14:12Good day,
After numerous mails and Hello Peter complaints still no response from Samsung.
Also, to date I have not received my TV back, yet the below states repair was completed on the 22nd.
2nd Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: T M ELECTRONICS CC
27 31 ***
1 TEAKFIELD ROAD SPRINGFIELD PARK 4051 | Repair Received Date: 2024-11-13 12:12:34
Repair Completed: 2024-11-22
Engineer: GANAS PILLAY
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
LED Bars Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
1st Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: SAMSUNG ELECTRONICS SA DBN
***
UNIT6 SIGMA BUSS PARK 8OKHULE PLACE CORNUBIA DURBAN 4339 | Repair Received Date: 2024-10-25 10:58:18
Repair Completed:
Engineer: Cameron Chetty
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
Screen Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
After numerous mails and Hello Peter complaints still no response from Samsung.
Also, to date I have not received my TV back, yet the below states repair was completed on the 22nd.
2nd Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: T M ELECTRONICS CC
27 31 ***
1 TEAKFIELD ROAD SPRINGFIELD PARK 4051 | Repair Received Date: 2024-11-13 12:12:34
Repair Completed: 2024-11-22
Engineer: GANAS PILLAY
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
LED Bars Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
1st Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: SAMSUNG ELECTRONICS SA DBN
***
UNIT6 SIGMA BUSS PARK 8OKHULE PLACE CORNUBIA DURBAN 4339 | Repair Received Date: 2024-10-25 10:58:18
Repair Completed:
Engineer: Cameron Chetty
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
Screen Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
AM
Ashley M's update26 Nov 2024, 14:12
Reviewer Update
Good day,
After numerous mails and Hello Peter complaints still no response from Samsung.
Also, to date I have not received my TV back, yet the below states repair was completed on the 22nd.
2nd Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: T M ELECTRONICS CC
27 31 ***
1 TEAKFIELD ROAD SPRINGFIELD PARK 4051 | Repair Received Date: 2024-11-13 12:12:34
Repair Completed: 2024-11-22
Engineer: GANAS PILLAY
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
LED Bars Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
1st Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: SAMSUNG ELECTRONICS SA DBN
***
UNIT6 SIGMA BUSS PARK 8OKHULE PLACE CORNUBIA DURBAN 4339 | Repair Received Date: 2024-10-25 10:58:18
Repair Completed:
Engineer: Cameron Chetty
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
Screen Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
After numerous mails and Hello Peter complaints still no response from Samsung.
Also, to date I have not received my TV back, yet the below states repair was completed on the 22nd.
2nd Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: T M ELECTRONICS CC
27 31 ***
1 TEAKFIELD ROAD SPRINGFIELD PARK 4051 | Repair Received Date: 2024-11-13 12:12:34
Repair Completed: 2024-11-22
Engineer: GANAS PILLAY
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
LED Bars Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
1st Repair:
SAMSUNG ELECTRONICS SERVICE
Service Center: SAMSUNG ELECTRONICS SA DBN
***
UNIT6 SIGMA BUSS PARK 8OKHULE PLACE CORNUBIA DURBAN 4339 | Repair Received Date: 2024-10-25 10:58:18
Repair Completed:
Engineer: Cameron Chetty
Service Order No | ***
Model Name | UA58CU7000KXXA
Serial No | 01QY3FAW401538E
Customer Symptom | Display
Line/ Spots / Dead / Lit pixels on screen
Software
Screen Replaced
YOU CAN CHECK SERVICE DETAIL: [SERVICE RESULT]
AM
Ashley M's updateReviewer Update
29 Nov 2024, 12:08Hi
TV has returned from repair at TM Electronics and the problem still persists, tech that brought the TV back have also confirmed the problem still persists on the screen, they took out Photos and advised they will inform the office and to date no one has called me to advise what the next steps are, I called Makro call center yesterday and called Tm electronics today. seriously guys this is extremely frustrating, and I am exhausted with this process you have in place, I'm tired of the back and forth and run around. why hasn't management taken over and given me a call to date, I'm at wits and as no one ever gets back to me... i am pleading for someone to get back to me with proper information or get a Makro manager to come to my house and have a look first hand at the problem.
TV has returned from repair at TM Electronics and the problem still persists, tech that brought the TV back have also confirmed the problem still persists on the screen, they took out Photos and advised they will inform the office and to date no one has called me to advise what the next steps are, I called Makro call center yesterday and called Tm electronics today. seriously guys this is extremely frustrating, and I am exhausted with this process you have in place, I'm tired of the back and forth and run around. why hasn't management taken over and given me a call to date, I'm at wits and as no one ever gets back to me... i am pleading for someone to get back to me with proper information or get a Makro manager to come to my house and have a look first hand at the problem.
AM
Ashley M's update29 Nov 2024, 12:08
Reviewer Update
Hi
TV has returned from repair at TM Electronics and the problem still persists, tech that brought the TV back have also confirmed the problem still persists on the screen, they took out Photos and advised they will inform the office and to date no one has called me to advise what the next steps are, I called Makro call center yesterday and called Tm electronics today. seriously guys this is extremely frustrating, and I am exhausted with this process you have in place, I'm tired of the back and forth and run around. why hasn't management taken over and given me a call to date, I'm at wits and as no one ever gets back to me... i am pleading for someone to get back to me with proper information or get a Makro manager to come to my house and have a look first hand at the problem.
TV has returned from repair at TM Electronics and the problem still persists, tech that brought the TV back have also confirmed the problem still persists on the screen, they took out Photos and advised they will inform the office and to date no one has called me to advise what the next steps are, I called Makro call center yesterday and called Tm electronics today. seriously guys this is extremely frustrating, and I am exhausted with this process you have in place, I'm tired of the back and forth and run around. why hasn't management taken over and given me a call to date, I'm at wits and as no one ever gets back to me... i am pleading for someone to get back to me with proper information or get a Makro manager to come to my house and have a look first hand at the problem.
AM
Ashley M's updateReviewer Update
04 Dec 2024, 09:19Thank you, I have been in contact with Richard Mokgotho, He has been very helpful and also assured me closure and a resolution by the end of today. As for TM Electronics, they still have not contacted me.
AM
Ashley M's update04 Dec 2024, 09:19
Reviewer Update
Thank you, I have been in contact with Richard Mokgotho, He has been very helpful and also assured me closure and a resolution by the end of today. As for TM Electronics, they still have not contacted me.