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carla Z

1 reviews | Active since Mar 2012

24 Feb 2025, 14:18

Disgusted with service and 1 month old TV on the blink

1 month ago I bought a Samsung 50" smart TV. Initially was really thrilled with it. However it has gone on the blink. We have tried everything to restore picture and colour. PhonedSamsung customer service and was advised tht a technician would contact us in an hour. After 2 hours had not received a call from a technician. Contacted the call centre again to be told that there is a 12 to 48 hr turn around for a technician to return your call!!! There is apparently an enormous backlog? Does that mean Samsung is such a terrible product that everything breaks down and the technicians cant cope with the quantity of breakdown calls Samsung appliances?? Am disgusted that a 1 month old smart TV goes on the blink and I may have to wait 48 hours for a technician to contact me. OUTRAGEOUS.

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Replies (2)
Samsung South Africa
Samsung South Africa's reply24 Feb 2025, 14:19
Official
Good day Carla 

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
^KK
cZ
carla Z's update25 Feb 2025, 14:31
Reviewer Update
the issue has not been resolved. This is ENOUGH and I cannot believe that when I asked to speak to the department manager I was told there is no manager. That explains why
  • you get a hashed out automatic reply that every complaint receives
  • that explains why currently there are 10673 negative reviews vs 437 positive reviews on Hello Peter regarding Samsung. SHOCKING
  • Thats why issues do not get escalated as promised per automated junk reply from Samsung
  • Thats why I am very likely never to recommend a Samsung product
Are Samsung products so inferior that there are not enough technicians to deal with problems and it can take 48 hours to sort out your problem which is the case with this complaint. Despite being assured that my request would be escated it is 48hrs later that prhapsmy problem may get solved.
I am currently waitng for a Manager tocontact me. Am I expecting too much??