Appalling Samsung After-Sales Service – Never Again!

Appalling Samsung After-Sales Service – Never Again!

I recently purchased a Samsung top-loader washing machine from Makro, and the entire experience has been incredibly disappointing, from the product itself to Samsung's appalling after-sales service.

Had I been properly informed about the machine's limitations before purchasing it, I would never have bought it.

Firstly, the machine uses an excessive amount of water. Secondly, it requires both a hot and cold water supply to function as expected. In South Africa, most households have only a cold-water connection to their washing machines. Why is this requirement not clearly communicated to customers before they make a purchase? Consumers deserve to know what they are buying, including any practical limitations that could affect the product's suitability for their homes.

Within a week of purchasing the machine, we returned to Makro to explain that we were unhappy with the product and wanted to return it. Instead of dealing with our concerns, we were told that we could not simply return it and that a technician would first have to inspect it.

I explained that there was nothing mechanically wrong with the machine. Our complaint was about its performance, excessive water consumption and overall suitability. We were dissatisfied customers wanting to return a product, not reporting a mechanical breakdown.

Nevertheless, we followed the process and waited for a technician.

Approximately a week later, a technician arrived, inspected the machine and was informed of all our concerns. Both my wife and our housekeeper explained the issues, including the excessive water consumption, unsatisfactory washing performance and excessive fluff coming out of the machine.

And then? Absolutely nothing.

The technician did not even appear to log a report. There was no feedback, no proposed solution and no meaningful follow-up.

Since then, my wife has sent several follow-up emails, yet we have still not received a response or any meaningful resolution from Samsung. We have been left chasing a company that appears to have little regard for its customers once the sale has been completed.

This is not just about a washing machine. It is about transparency, accountability and basic customer service. If a customer raises legitimate concerns about a product, the least they should expect is to be heard and given a clear response.

I can now understand why Samsung receives such poor customer ratings. Based on my personal experience, the lack of communication and accountability has been absolutely disgraceful.

I will never knowingly purchase another Samsung product again, let alone buy one from Makro, given the experience I have had with this purchase.

A completely different experience with Hirsch's

I also want to highlight the importance of choosing the right retailer. I have purchased products from Hirsch's for years and have consistently valued the service and support I have received. My experience has given me confidence in the retailer, and that is exactly what customer service should achieve.

I would strongly encourage consumers to consider Hirsch's when shopping for household appliances. The difference between a retailer that values its customers and a manufacturer that fails to respond to their concerns could not be clearer.

Well done, Lucy Hirsch, and the Hirsch's team. You deserve recognition for understanding that customer service does not end when a product is sold.

As for Samsung, this experience has left me thoroughly disillusioned. A disappointing product experience can happen, but ignoring your customers afterwards is inexcusable.

Samsung, you have a lot of dissatisfied customers out there. It is time to take accountability, listen to your customers and do something about it.

A company's reputation is not built on the products it sells alone, but on how it treats its customers when things go wrong. Based on my experience, Samsung has failed dismally on that front.