Appalling Customer Service - Samsung TV Repair

Good day,

On 29 July 2022 I logged a repair request with Samsung, ***. The repair request is for a 65 inch TV which was purchased in 2019, the LED backlights seem to be giving problems. This in itself warrants a complaint as one would expect a R20 000 Samsung product to last more than 3 years.

Following the call logged on 29/07/2022 and I have made follow ups on the progress. Nobody from Samsung or the approved service provider has made contact despite several promises of escalations and prioritisation. During many of my calls to the Samsung repair contact centre, I have also spoken to the Service Tracking team who have also promised escalations, not a single update from them.

The approved repair service provider in Cape Town, Liptronics, are appalling and I cannot believe that a reputable brand such as Samsung could associate themselves with such a dysfunctional company. They do not answer their telephones and their customer service is non-existent. If Samsung is unable to reach this company, what chance do I stand to communicate with them. I have also sought assistance from Samsung walk in centres, who have also confirmed they receive many complaints about Liptronics.

Since July 2022, I have only received 1 call back from a gentleman by the name of Nhlanhla at the contact centre, to confirm that he has submitted by complaint to the VOC team. I have not heard anything since. I have been promised call backs from Prudence Smart and Daniel Nyadu who are apparently supervisors, in my attempts to escalation this matter.

After almost 4 months, neither Samsung or your approved repair centre have been willing to assist despite numerous follow ups and hours spent on the phone. This lack of customer service and accountability warrants Samsung offering store credit to replace TV because clearly Samsung does not want to assist with repairs and neither does their approved service centre seem competent to complete the task.

I am hopeful this complaint will reach someone who will be able to assist,