Disgusting lack of service from Samsung regarding faulty fridge.

To pre-empt they do not deserve any stars.

I told each agent/supervisor/person I spoke to about my deadline and that the unit needed to be repaired before I moved on 27/5 and that the unit would be going into storage then.

I purchased a Samsung fridge in August last year and it stopped cooling/freezing the week of the 18th of May. I logged a call with their call center and was told the turn around time is 3 working days.

On Tuesday 26/5 Nkosi phoned me to say the technician who was assigned to me was off sick. I ended up phoning the Hirches branch that I purchased it from and was told that a part had been ordered and Samsung was waiting on delivery. At no time was I told by Samsung about a part that they were waiting for. On day 4 I called them again and then all of a sudden it was 3-4 day turn around time.

On the 25th I received an sms to say the technician would come out the next day. When I phoned them to confirm a time to make sure I was available I was told it's an automated sms and to ignore it as they would call me. and no, no one would be coming out that next day as there was no technician available. they would only be able to do the repair on Monday the 29th. That same agent I spoke to said they would be able to book a different technician who would be able to collect the unit and then repair it at their workshop. So the initial ticket was canceled.

It was then rebooked and I specifically told them it was for collection only. So on Wednesday 31-5-2023 I get a call and turns out the technician is there to do the repair. I explained it was in storage and he needs to remove it. I apologised for not being available but told him i didn't get a call to confirm. His response is that I did get a SMS. I told him I was told by the Call center to ignore these automated smses. So who do I believe?

I then speak to an agent and she says they cannot collect the unit due to lack of man power and it will take 4 people to collect it. So why was it offered in the first place? And that I would need to sign a waiver form incase something happens to the fridge. I would happily have them collect it and sign a waiver. I would be even happier if they just gave me my money back.

Everytime the call centre agent says "thank you for choosing samsung" is like a knife in my back. I will never support Samsung ever again.

There is no transparency or clarity from Samsung. Just lies lies lies. They also do not care about their customer. I had no working fridge for 10 days until I moved. They also don't seem to acknowledge that their customers have work and other responsibilities. Had I just assumed that they would come on the 26th when I got the sms i would have wasted a whole day off work. Not all people work from home or are readily available.

I am now under pressure to get this sorted out as I am running out of time to claim from my insurance. Samsung I need answers yesterday!