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Ashley M

1 reviews | Active since Aug 2016

02 Oct 2024, 19:19

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.

Refilwe from Samsung is also included in the email, yet there has been no communication from her side either.

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.

I would appreciate an immediate response regarding my case and a resolution for the faulty TV issue.

Thank you for your attention to this matter.

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Replies (2)
Samsung South Africa
Samsung South Africa's reply02 Oct 2024, 20:12
Official
Good day, Ashley.

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 
  
We have noted your concerns, and we are currently investigating the matter further. 
  
Your complaint has been assigned to our escalations department and we will be in contact with you. 
  
 Kind Regards, 
 Samsung ZA
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Ashley M's update12 Oct 2024, 08:42
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.
This inconsistency is concerning, and I feel there might be ******* practices at play here. I would like Samsung management to address this immediately and provide clarity on the matter. Please have someone from management contact me as soon as possible.