Disappointing to say the least...

Undoubtedly the worst service that I have ever received!

On the 10/6/2019 I took a microwave in for repairs to Liptronics in Cape Town who are the Samsung representatives in Cape Town. There were two parts of the electronics which had burned out less than 18 months from purchase date. The Serial number was verified online and confirmed that the unit was still within its two-year warranty.

After continuous follow-ups with Nadia the store manager (who I had to repeatedly try to get hold of as there was no follow up from their side.) I was informed on the 8th of June an entire month later that they had only managed to get the parts in the 3rd week of the Microwave being booked in. I was told that they had the incorrect number on the system for me which is why they did not contact me sooner to collect and it was now ready for collection. At this stage, I gave Nadia the correct number which they had incorrectly recorded. When I was put through to the technician, he informed me that the microwave was in fact not yet ready and that they had only just received the parts. A day later I was told that I could collect the microwave. On the night of the 9th of June after collecting the Microwave, I took it home and plugged it in. after 30 seconds of having my child's microwave-friendly plastic tea bottle in it made a sizzling sound, followed by a pop! Again… the exact same part had burned out.

I called liptronics and informed them of the issue and was told that The Microwave would be collected the next day… the next week, the microwave was collected. It was confirmed by Liptronics that the same problem had occurred and that it would be fixed asap and returned to me. On the 14 August 2019 almost 2 months since the initial issue I still did not have a working Microwave. Nadia became increasingly difficult to get hold of and there was barely any apology in the matter. I spoke to the Samsung call centre who promised to escalate the matter and received an email to say that the matter had been received but nothing further for another week. On the 18th I spoke to a “Supervisor” by the name of Burger who promised to have an answer for me by 17:00 the same day as to what was going on and to no surprise what so ever I am still waiting for Mr Burger’s call. I spoke to the Call Centre again on the 19th who again confirmed that they had spoken to Samsung liptronics and said that they had given them my correct number as they still had the incorrect number on the system after I gave it to them in July. On the 19th August I also managed to get hold of Nadia at Liptronics who said that the Microwave was repaired and would be delivered on the 20th August and that the driver would call me by 09:00 on the 20th to arrange delivery of the Microwave which was now sitting in repairs going on a month and a half. At 12:45 on the 20th I had still not heard from the driver so I called Samsung Liptronics to enquire what was going on. I was told that Nadia was not in today and surprise…. Neither was the driver.

Surely, if something cannot be repaired, in an appropriate amount of time… it should be replaced. I have been passed from pillar to post and handed from call centre to Liptronics with absolutely no one who is capable of making a decision or resolving the issue.

Samsungs resolution to the issue has been nothing short of pathetic and completely disappointing.