Appalling, disrespectful, Arrogant and totally out of order

1. Before Christmas 2022 we logged a Support call for a problem with this TV. 2. This TV had the following problem: a. While watching a DSTV show from our DSTV Ultra decoder, the screen of the TV would simply go totally black for 4 to 5 seconds, and then come back to life and just carry on as it was. b. This problem became progressively worse over the next few days. c. This problem was intermittent. Some days it would happen continuously and some days once or twice a day. d. We managed to get a video of this situation and included it into our call. 3. To cut a very long story short, eventually Zain from the Samsung Office here in the Western Cape, told us that a technician would come out and replace one of the two possible causes of such a problem. a. Your technicians came out on 6 January between 10 and 11, and promptly replaced a board in the TV, and after a bit of backwards and forwarding, programmed everything and assured us the TV should be perfect. 4. That night while watching TV the exact same problem happened again. 5. However, added to this problem was a new problem. The TV screen simply turned totally blue. None of the remote controls resolved the problem and eventually we had to pull the plug out of the wall to reset the TV. Only then could we use it again. 6. I sent Zain a WhatsApp message but again, received no reply of call back from him at all. 7. Samsung then called my wife??, for her to answer a survey?? She told them about the problem above. 8. They then told her that a Samsung Assessor would come out to check the TV. 9. Today that Assessor came to check the TV, but somehow this happened while I was out and only my wife was home alone. 10. My wife called me after the Assessor left and was livid with anger. 11. She said the Assessor was arrogant and downright rude towards her. My wife is small and very gentle, people person, and for her to be this upset can only be because of significant stimulus. a. My wife said that the Assessor very arrogantly told her that we had a Wi-Fi problem, and that TV was impacted. b. She explained to him that the problem occurs while we are watching DSTV directly from our decoder and that the Wi-Fi was irrelevant in this case. c. Your Assessor then told my wife that we must change our router because it was not good enough. d. Your Assessor also said that he needed to see the problem himself, otherwise the problem does not exist, and the TV must be fine. e. My wife offered to show him our videos recording the problem and he said that he was not interested in that. f. Your Assessor then declared our TV perfect and left saying there is nothing Samsung can do, leaving my wife all but in tears because of his attitude and arrogance towards a woman. i. What your assessor does not know is that I am a Senior IT Manager and IT Program Manager for major South African Banks and Mining Houses. ii. I have a R7000 Wi-Fi 6 Router installed and not a piece of malfunctioning cheap junk. iii. We watch DSTV from our DSTC Ultra decoder and NOT from Wi-Fi. iv. How can a Wi-Fi reception issue according to him, cause a TV to blank out or to turn totally blue??? 12. I am formally escalating this Assessors treatment towards a woman and towards extremely & extensive loyal Samsung customers, here in our home and in front of our 8 year old daughter. This is absolutely unacceptable and as a Senior AGM, I would have my staff member on a disciplinary for brining the Company into disrepute for this kind of behaviour. 13. I am formally escalating that our TV is till doing the same thing it did when we first reported this problem. 14. I am formally escalating that our TV now has an additional problem that did not exist before and that is of the screen turning totally blue and the remote not being able to resolve that. 15. I WhatsApp’d Zain about this and he has not bothered to acknowledge or return my message either.

I am astounded at Samsung treating a woman and its customers in this fashion. It is totally unacceptable, and I am formally escalating and raising this problem to you as step one in the escalation procedure.

I hope and look forward to Samsung addressing and mitigating this situation at this stage and thereby avoiding further escalations to other levels and mediums.

Kindly revert please.