Disgusting customer service

I went into Hirsh's Milnerton on Saturday 6 April to report a fault on our Samsung washing machine – which is out of warranty as it was purchased from Hirsch’s around 5 years ago. Still in perfect condition despite this fault – drum has come loose / disconnected from the machine. I received fantastic service from John who reported it with Samsung (ref ********** 569 ; transaction ********** 240).

On Monday I followed up with Samsung to see when someone can come out to inspect and do the repair. I was informed it was only logged at 12:30 so I need to wait within 12-24 hours for someone to make contact – they would escalate as they had the fault incorrectly recorded as being it making a loud noise (ref ********** 550).

I made contact again on Wednesday and once again was told the incorrect fault with the machine (still recorded as making a loud noise) and they would escalate – I need to wait for someone to make contact.

I receive an SMS today, Monday 15 April, that my "Your repair is still in progress - we hope to complete the repair". I make contact again now and get informed they cannot see what the report is as it is system generated and they will get a technician to call me after 9am when they start working.

I have today advised Hirsch’s of their suppliers atrocious service, already have it booked in with someone else to do the repair, the parts have been ordered & I guaranteed that I will never make use of Samsung ever again due to such disgusting service received.