Escalation Request: (***) Ongoing Issues with Faulty Samsung TV Repair and Unresponsive Support

Dear Samsung Customer Support and Makro Management, I am reaching out regarding my Samsung TV, which has been sent for repairs but continues to have recurring issues. Despite my best efforts to get assistance, I am experiencing significant delays and inadequate responses from both Samsung and Makro. Details and Timeline: Initial Repair Request: The TV was initially sent for repair due to multiple issues but was returned without a full resolution. (Complete Screen Replaced) Subsequent Issues: After the repair, the TV continued to experience the same malfunctions, prompting me to reach out again. Samsung Customer Support Experience: Samsung recently contacted me, claiming they only operate from 8 am to 5 pm, which I find unreasonable given past experience. Previously, Samsung staff (Cameron) arrived at my home at 6:50 am to collect the TV and returned it at 6:10 pm the following day after repair. Clearly, after-hours service is possible. Both my wife and I work full-time, and we are only available after 4 pm on weekdays. As paying customers, we expect reasonable accommodation and not to be met with restrictive policies or unhelpful responses. Makro Support – Contact Attempts with Elizabeth: I have been in contact with Elizabeth from Makro, who initially assured me that she would look into the issue and keep me updated. However, despite numerous follow-ups, I am either unable to reach her, or my calls go unreturned. When I do manage to speak with her, she promises to follow up, but I am yet to receive any meaningful assistance. This marks my fourth request for Makro management’s involvement. At this stage, I am requesting: A direct response from management at Makro, including an update on the repair status. A commitment from Samsung to accommodate my availability for further service. Clear communication from both parties to ensure that this matter reaches a timely and effective resolution. Could you please advise on any additional steps I should take to escalate this matter? Alternatively, I would appreciate management contacting me as soon as possible to help resolve these ongoing issues.

Thank you for your attention to this matter.