CONCERN CUSTOMER RE: MY SAMSUNG TELEVISION (***)

<p>SEE MY EMAIL TO SAMSUNG BELOW,</p> ********** ********** ********** /> Sent: Wednesday, May 11, 2016 2:29 PM<br /> ********** ********** ********** /> Subject: CONCERN CUSTOMER RE: MY TELEVISION (REF: ********** 265)<br /> Importance: High</p> <p> </p> <p>Good day,</p> <p> </p> <p>In 2013 I bought and paid R36 000.00 for a 64 inch TV from Samsung store at Clearwater mall with the following details;</p> <p> </p> <p>MODEL NO.: DPS5001MC</p> <p>PART CODE: C ********** 500</p> <p>SERIAL NO.: P ********** 84</p> <p> </p> <p>Nine months down the line the TV started giving me problems, i.e. when the TV was switched-off and on the following day, the picture will delay showing, this made me to call the store and promises were made to collect the TV but in vain. I travel a lot between SA and Swaziland and when I’m in SA, I would do some follow-up and nothing happened, until I was now in SA permanently last year, which was now two and a half years later whereby the TV gave-in, the red light will be on but no picture showed, i.e. still phoned and promises were made but nothing happened. I then phoned Samsung call center, the agent I spoke to told me that my TV was now not under any warranty. After several attempts, I eventually went direct to the store and spoke the manager (an Indian lady) who assured me that she will send people to come and collect, this will take two to three days, well I was not surprised when no one came but after a week, I got a call from a gentleman who introduced himself as Luigi Pisapia, he told me that he could not come as it was raining (rainy season) but as soon as it stops he will come and collect the TV. True to his word on the 22 December 2015 he came and collected the television.</p> <p> </p> <p>I would phone him regularly for an update, he told me he was going on leave and will contact me in January 2016. January came and gone but no feedback, I then started calling him and he told me that he needs to replace the PC board and replacing this means that I have to pay R20 000.00 because the PC board comes with a new screen and Samsung SA no longer have parts for my TV as this needs to be imported. I was not happy with the news but he promised me that he will look around and will update me from time to time and this was not the case, as with the store, I was the one who kept on phoning, no one bothered to keep their promises.</p> <p> </p> <p>This was now too much to bear, and on the 6th April 2016, I went back to the store, and I was told to speak with a certain white gentleman, and after relaying my story to him, according to him, they did not have any backlog and as per their books I was not even there, this then clearly showed me that no one pays any attention ( there was not even a record of the calls I made to the store, let alone that I also came personally to report my TV. How did they missed that they sent someone to my home to collect the TV and not have my details in their books? I was not given any receipt during the collection but I was left with the business card. I gave them the name of the gentleman on the business card and they immediately knew him. To my shock no sympathy was showed as he told me I MUST phone him the following day and he will have an answer for me. I don’t understand, why must I phone him after relating my misery to him, was he not supposed to offer to phone me, was he not supposed to assure me as the customer not to worry any further? Is this the kind of customer service that Samsung gives?</p> <p> </p> <p>Nevertheless the following day i.e. the 7th April, I got a call from Mr Luigi Pisapia that he is still trying to find the parts, surprise surprise, to date the store has never bothered to contact me hence this letter to you.</p> <p> </p> <p>My main concern again is with you Samsung SA, why do you sell equipment to people if you wont be able to provide the parts? Its almost five months since my TV was taken, how much more must I wait for the parts? When will my TV return? Who will ford the bill for my TV since the fault was reported within the warranty period?</p> <p> </p> <p>IS THIS HOW YOUR VISION TO INSPIRE THE WORLD AND CREATING THE FUTURE IS?</p> <p> </p> <p>I pray that someone respond to this email</p> <p> </p> <p>Dissapointed </p> <p>Mrs Adelaide Mavimbela</p> <p> ********** 966 </p> <p> </p> <p>From above email I received several responses from defferent department at Samsung with empty promises but there was one person who showed commitment and passion to resolve my query, his name is Ashlen Chattergoon (VOC), he called me and explained the depreciation policy that Samsung has, he told me that my TV was now worth R29K plus which I understood but did not agree with as the fault was reported within 9 months of purchase, which he then said if the fault was reported within six months of purchase then the direct exchange would have been in order". A POP was also sent to him by the store, I then received an email from him stating that the depreciation value is no longer R29K plus but R25K and for this I will now qualify for a 55 ich TV, I reluctently agreed as I wanted this matter closed. He then sent me the quote of the TV with the following information;</p> <p> </p> <p>Customer Name: MRS MAVIMBELA<br />Customer Phone Number: ********** <br />Customer Reference Number: ********** 265<br />ASC Job Number: ********** 265<br />Product Information:<br />Model Name: PS64F8500ATCXA<br />Serial Number: LH1F39ND700092B<br />Replacement Information:<br />Replacement Model Name: UA55JU6000KXXA<br />Depreciation Amount: R7749.50</p> <p> </p> <p>He told me that I need to pay above depreciation amount which was for a two year warranty to get the new TV. I explained that I was now unemployed and cannot afford the said amount unless I pay it bit by bit and he said that was unacceptable. (Theres a number of emails between him and me between May and July 2016). I then suggested that they give me a voucher and I will get my own warranty and this was also not possible. The last email that I got from Ashlen was in July 2016, he said Samsung is now willing to give me R10K plus in cash and the rest I must take it up with the store, which I did not agree with but he said there was nothing else he can do. I did not understand that the amounts keep on decresing, i.e. from R29K plus to R25K then to a cash amount of RR10K plus. I tried calling him so mny times as well as sending him emails but in vain. </p> <p> </p> <p>To date, the store has never called me, like a headless chicken, I went back to the store, found the same lady manager, who still told me that theres no information of my TV in their books which is really a puzzle ( if all my calls were registered between 2014 and 2015, and also the collection of my TV on the 22nd December 2015, we will not be sitting with this dilemma). She did not recognise me, I had to re-relate my story to her and also told her that she was the one who sent the technician to my house to collect my TV, she really looked confused, I felt like an idiot, she was either pretending or was really confused. Its almost three years with the same query, does Samsung not mandate customer queries on their systems??? Why nust a customer go to the same store and relive the nightmare over and over again. My TV is still with Samsung, the lady manager told me she will look into this matter and in the meantime I must take it up with my household insurance (Its a pity that my TV was not yet insured because I wanted Samsung to resolve my issue 1st) and still promised to call me back were made, this was in August 2016 still no feedback......</p> <p> </p> <p>I can promise that if you go to the store, they wont have my details on their system, not sure where to go from here....</p>