JF
Johan F
1 reviews | Active since Jul 2020
27 Jul 2020, 15:35
Bad Service - Samsung
My Samsung Home Theatre System (Samsung HT-J5550K) stopped working 23 Jun 20. I arranged with “The Grove” Samsung Service Centre to hand it in on 24 Jun 20. When I arrived there, they did not want to speak to me because there was a ******* the previous night. I had to go back to Centurion to search for another place. On 25 Jun 20 I took the system to PMC Electronics in Garsfontein. After numerous enquiries I was informed that the system is beyond repair and that an exchange has to be arranged. On 7 Jul 20, after one of these calls, I received mail from PMC confirming that an exchange has been approved and that I must wait for Samsung to contact me. They also send a mail to Samsung to contact me. On 7 Jul 20 I spoke to Lesego at Samsung *** / ***4) and he told me the exchange was approved on 2 Jul 20. I had to wait between 7 and 14 days. On 21 Jul 20 I wrote an e-mail to Samsung (***, ***, *** and ***). I received receipts from tellus and zaservice. Nobody contacted me or responded in any way. On 27 Jul 20 I phoned Samsung *** / ***4) again and spoke to Stesan. He could not help me as he must now write an e-mail to Support and then they will answer. Because of the lock down he cannot call them by phone. I must wait.
The following reference numbers have been provided to me: *** by Stesan *** which is also the Service order number (Lesego) *** FOURIE - OUR REFERENCE J018196 from PMC
Helpful (0)
Replies (2)0
Replies (2)
Samsung South Africa's replyOfficial
27 Jul 2020, 15:37 Good day Johan,
We have noted your concerns and your query has been escalated to our Voice of Customer team.
We apologize for the inconvenience caused.
A senior customer service executive will contact you with further advice on this matter.
Regards,
SamsungSA:
SS
We have noted your concerns and your query has been escalated to our Voice of Customer team.
We apologize for the inconvenience caused.
A senior customer service executive will contact you with further advice on this matter.
Regards,
SamsungSA:
SS
Samsung South Africa's reply27 Jul 2020, 15:37
Official
Good day Johan,
We have noted your concerns and your query has been escalated to our Voice of Customer team.
We apologize for the inconvenience caused.
A senior customer service executive will contact you with further advice on this matter.
Regards,
SamsungSA:
SS
We have noted your concerns and your query has been escalated to our Voice of Customer team.
We apologize for the inconvenience caused.
A senior customer service executive will contact you with further advice on this matter.
Regards,
SamsungSA:
SS
JF
Johan F's updateReviewer Update
30 Jul 2020, 12:41After my report on Hellopeter a customer care consultant named Wasim phoned me on 28 Jul 20, to request me to score the quality of the repair of my home theatre system. I informed him that the repair has not happened and that he must check his information. Later the afternoon Yugen (I presume a more senior member of the customer care team) contacted me to inform me that the swap out or credit option is not applicable any more as they have now found a way repaired my home theatre system.
I informed him that I have already dismantled everything, including speaker wires and where the speakers have been installed. I also informed him that I have a verbal confirmation and agreement on 7 Jul 20 from Lesego of Samsung customer care, that the product will be exchanged or credited provided to obtain a new system. I also confirmed with Lesego on that day that Samsung is not making the product anymore and unless imported from some other country, will not be able to supply me with an identical system.
I also told him that I have an offer, in writing from PMC Electronics on 27 July 20 stating: ”Good day. Samsung has advised that they currently have no stock with no estimated time of arrival. Customer can return it to the store for credit or a refund, or we can repair the unit as we have since found a way to repair them. Kindly advise. Thank you, PMC ELECTRONICS, 441 WINDSOR ROAD CORNER GARSFONTEIN, GARSFONTEIN ***/7. I enquired about “the store” – what do they mean and PMC rep****: “Good day. You will have to go back to the store of purchase with documentation we will provide. The store will advise on a replacement unit. If they do not have any to your satisfaction, we can repair the unit. Thank you.”
I informed Yugen that I have, on both occasions, accepted the offer for a swap out or replacement. The do not trust the magical cure they have now all of a sudden developed. I also said to him I have been without a radio/CD/DVD/Blu-ray system now for a month. I have already gone through all the work to take down the system and now he wants me to accept a dubious offer. (For background information PMC Electronic’s score on Hellopeter is “Average rating of 1.37 from 19 reviews”.)
Samsung and PMC Electronics made me an offer which I have accepted and now they are withdrawing their offer. Yugen agreed to me that the way I was treated by Samsung is not how it should have been, but newer apologised or showed any remorse for the inconvenience and trouble I had to go through.
So on 29 Jul I went to PMC Electronics with the rest of the system and they just told me Samsung has stopped the exchange. They have repaired the system and I must accept that. I requested PMC to phone Yugen, but Yugen again just said Samsung will not honour their agreement anymore. When I enquired about the repaired unit’s warrenty Yugen agreed to give me 6 months on the labour?
In conclusion, I was sent back and forth by Samsung to get the broken unit to a service centre. PMC Electonics could not repair the unit. Samsung verbally agreed to a swop out or credit for new system. I accepted that offer. PMC Electronics also confirmed the offer in writing. I accepted the offer of an exchange for a new one or credit to purchase an alternative. I spend more than a month without any music during lock down. I went through all the trouble of taking down the speakers and cables for the surround speakers. I spend a large portion of time and money on phoning Samsung and PMC to get answers and then SAMSUNG and PMC withdraw the offer they made to me. Samsungs’ customer service is pathetic. Why did Samsung not repair my system immediately, then I would not have had all this trouble?
JF
Johan F's update30 Jul 2020, 12:41
Reviewer Update
After my report on Hellopeter a customer care consultant named Wasim phoned me on 28 Jul 20, to request me to score the quality of the repair of my home theatre system. I informed him that the repair has not happened and that he must check his information. Later the afternoon Yugen (I presume a more senior member of the customer care team) contacted me to inform me that the swap out or credit option is not applicable any more as they have now found a way repaired my home theatre system.
I informed him that I have already dismantled everything, including speaker wires and where the speakers have been installed. I also informed him that I have a verbal confirmation and agreement on 7 Jul 20 from Lesego of Samsung customer care, that the product will be exchanged or credited provided to obtain a new system. I also confirmed with Lesego on that day that Samsung is not making the product anymore and unless imported from some other country, will not be able to supply me with an identical system.
I also told him that I have an offer, in writing from PMC Electronics on 27 July 20 stating: ”Good day. Samsung has advised that they currently have no stock with no estimated time of arrival. Customer can return it to the store for credit or a refund, or we can repair the unit as we have since found a way to repair them. Kindly advise. Thank you, PMC ELECTRONICS, 441 WINDSOR ROAD CORNER GARSFONTEIN, GARSFONTEIN ***/7. I enquired about “the store” – what do they mean and PMC rep****: “Good day. You will have to go back to the store of purchase with documentation we will provide. The store will advise on a replacement unit. If they do not have any to your satisfaction, we can repair the unit. Thank you.”
I informed Yugen that I have, on both occasions, accepted the offer for a swap out or replacement. The do not trust the magical cure they have now all of a sudden developed. I also said to him I have been without a radio/CD/DVD/Blu-ray system now for a month. I have already gone through all the work to take down the system and now he wants me to accept a dubious offer. (For background information PMC Electronic’s score on Hellopeter is “Average rating of 1.37 from 19 reviews”.)
Samsung and PMC Electronics made me an offer which I have accepted and now they are withdrawing their offer. Yugen agreed to me that the way I was treated by Samsung is not how it should have been, but newer apologised or showed any remorse for the inconvenience and trouble I had to go through.
So on 29 Jul I went to PMC Electronics with the rest of the system and they just told me Samsung has stopped the exchange. They have repaired the system and I must accept that. I requested PMC to phone Yugen, but Yugen again just said Samsung will not honour their agreement anymore. When I enquired about the repaired unit’s warrenty Yugen agreed to give me 6 months on the labour?
In conclusion, I was sent back and forth by Samsung to get the broken unit to a service centre. PMC Electonics could not repair the unit. Samsung verbally agreed to a swop out or credit for new system. I accepted that offer. PMC Electronics also confirmed the offer in writing. I accepted the offer of an exchange for a new one or credit to purchase an alternative. I spend more than a month without any music during lock down. I went through all the trouble of taking down the speakers and cables for the surround speakers. I spend a large portion of time and money on phoning Samsung and PMC to get answers and then SAMSUNG and PMC withdraw the offer they made to me. Samsungs’ customer service is pathetic. Why did Samsung not repair my system immediately, then I would not have had all this trouble?