EC
Elaine C
1 reviews | Active since Jan 2014
13 Jul 2023, 11:54
DO NOT BUY a Samsung washing machine. Just Don't.
Zero service. I have a R20 000 washing machine that has died after 3 years - no error message. It has been 2 weeks. Great service over the phone from the call centre, who are well versed in their apologies and mock concern. After 10 days I received a call from a service technician who made an appointment with me for today between 10 and 1. I am still waiting. Eventually got hold of him through the Pretoria call centre and unapologetically was informed that he will only be here after 4 today. No phone call, no apology. ] This has been a very expensive error.
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Replies (5)0
Replies (5)
Samsung South Africa's replyOfficial
13 Jul 2023, 11:57Good day Elaine
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
^:NM
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
^:NM
Samsung South Africa's reply13 Jul 2023, 11:57
Official
Good day Elaine
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
^:NM
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
^:NM
EC
Elaine C's updateReviewer Update
13 Jul 2023, 12:47It is most likely the inverter driver/motor that has packed up AGAIN, as on my previous machine. Let's see if you honour your "10 year guarantee' on this part this time around. Tick tock, 2 weeks without a machine, thanks for your concern about me being ínconvenienced.
EC
Elaine C's update13 Jul 2023, 12:47
Reviewer Update
It is most likely the inverter driver/motor that has packed up AGAIN, as on my previous machine. Let's see if you honour your "10 year guarantee' on this part this time around. Tick tock, 2 weeks without a machine, thanks for your concern about me being ínconvenienced.
EC
Elaine C's updateReviewer Update
14 Jul 2023, 11:39Day 12 without a washing machine and despite your fervent replies to this thread yesterday, not a phone call from a technician or service agent. Suffice to say your business model of "the customer must always wait" is really awful.
EC
Elaine C's update14 Jul 2023, 11:39
Reviewer Update
Day 12 without a washing machine and despite your fervent replies to this thread yesterday, not a phone call from a technician or service agent. Suffice to say your business model of "the customer must always wait" is really awful.
EC
Elaine C's updateReviewer Update
15 Jul 2023, 08:33Day 13 without a washing machine. Received a call yesterday apologizing for "Glen not showing up when he should have". No attempt to reschedule. To date, Glen has not called to re-schedule or apologize. Does Glen even exist?
EC
Elaine C's update15 Jul 2023, 08:33
Reviewer Update
Day 13 without a washing machine. Received a call yesterday apologizing for "Glen not showing up when he should have". No attempt to reschedule. To date, Glen has not called to re-schedule or apologize. Does Glen even exist?
EC
Elaine C's updateReviewer Update
17 Jul 2023, 18:22Day 15 without a washing machine. I have had a call from an ''escalations consultant" the fact that these types of consultants exist makes me wonder about the first tier response. The apologies were profuse, scripted and so glib. The consultant even complimented me on my "sense of humour" despite their lack of service. I received a call also from the "repair agents" whose mystery agent "Glen" did not show up on Thursday and did not make any attempt to contact me.
I was told that another repairman would call me TODAY (day 15). It is now 18H20 and nobody has called. I can only laugh at the sheer incompetence of this company, I don't know how people still buy their stuff. I should probably to to the media but who wants to read about another *********** company??
I was told that another repairman would call me TODAY (day 15). It is now 18H20 and nobody has called. I can only laugh at the sheer incompetence of this company, I don't know how people still buy their stuff. I should probably to to the media but who wants to read about another *********** company??
EC
Elaine C's update17 Jul 2023, 18:22
Reviewer Update
Day 15 without a washing machine. I have had a call from an ''escalations consultant" the fact that these types of consultants exist makes me wonder about the first tier response. The apologies were profuse, scripted and so glib. The consultant even complimented me on my "sense of humour" despite their lack of service. I received a call also from the "repair agents" whose mystery agent "Glen" did not show up on Thursday and did not make any attempt to contact me.
I was told that another repairman would call me TODAY (day 15). It is now 18H20 and nobody has called. I can only laugh at the sheer incompetence of this company, I don't know how people still buy their stuff. I should probably to to the media but who wants to read about another *********** company??
I was told that another repairman would call me TODAY (day 15). It is now 18H20 and nobody has called. I can only laugh at the sheer incompetence of this company, I don't know how people still buy their stuff. I should probably to to the media but who wants to read about another *********** company??