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Ashley M

1 reviews | Active since Aug 2016

31 Oct 2024, 11:42

Escalation Request: (***) Ongoing Issues with Faulty Samsung TV Repair and Unresponsive Support

Dear Samsung Customer Support and Makro Management, I am reaching out regarding my Samsung TV, which has been sent for repairs but continues to have recurring issues. Despite my best efforts to get assistance, I am experiencing significant delays and inadequate responses from both Samsung and Makro. Details and Timeline: Initial Repair Request: The TV was initially sent for repair due to multiple issues but was returned without a full resolution. (Complete Screen Replaced) Subsequent Issues: After the repair, the TV continued to experience the same malfunctions, prompting me to reach out again. Samsung Customer Support Experience: Samsung recently contacted me, claiming they only operate from 8 am to 5 pm, which I find unreasonable given past experience. Previously, Samsung staff (Cameron) arrived at my home at 6:50 am to collect the TV and returned it at 6:10 pm the following day after repair. Clearly, after-hours service is possible. Both my wife and I work full-time, and we are only available after 4 pm on weekdays. As paying customers, we expect reasonable accommodation and not to be met with restrictive policies or unhelpful responses. Makro Support – Contact Attempts with Elizabeth: I have been in contact with Elizabeth from Makro, who initially assured me that she would look into the issue and keep me updated. However, despite numerous follow-ups, I am either unable to reach her, or my calls go unreturned. When I do manage to speak with her, she promises to follow up, but I am yet to receive any meaningful assistance. This marks my fourth request for Makro management’s involvement. At this stage, I am requesting: A direct response from management at Makro, including an update on the repair status. A commitment from Samsung to accommodate my availability for further service. Clear communication from both parties to ensure that this matter reaches a timely and effective resolution. Could you please advise on any additional steps I should take to escalate this matter? Alternatively, I would appreciate management contacting me as soon as possible to help resolve these ongoing issues.

Thank you for your attention to this matter.

0
Replies (8)
Samsung South Africa
Samsung South Africa's reply31 Oct 2024, 11:44
Official
Good day Ashley , 

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
Samsung South Africa's reply04 Nov 2024, 09:13
Official
 Good day Ashley ,  
   
Thank you for posting your comment 
 
Your concerns have been duly noted 
 
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you. 
 
Thank you for your patience and understanding. 
 
Kind Regards, 
SamsungZA 
NM  
AM
Ashley M's update05 Nov 2024, 08:53
Reviewer Update
Good day,

I am beyond frustrated with how this situation has been handled. As a customer, I feel disregarded, and it’s unacceptable that I am still waiting after initially raising this complaint on the 17th of last month. It seems like there’s no urgency on your end, and I can’t help but feel that the delay is because I specifically raised concerns about your staff member, Hemal.
I have every right as a customer to have my concerns addressed promptly and professionally. This prolonged wait and lack of communication feel dismissive, and it’s making me question whether I need to escalate this matter legally if no action is taken soon.
I expect a response and resolution immediately.

Please see WhatsApp chat below between me and your staff:
2024/10/17, 15:04 - Ashley: 👌🏻
2024/10/25, 11:17 - Cameron Samsung: Hi sir
2024/10/25, 11:18 - Cameron Samsung: I believe you have a line on the screen after the repair
2024/10/25, 11:18 - Cameron Samsung: Can you please send me a picture
2024/10/25, 11:56 - Ashley:
2024/10/25, 11:56 - Ashley:
2024/10/25, 11:56 - Ashley:
2024/10/25, 11:56 - Ashley: You deleted this message
2024/10/25, 11:56 - Ashley: More than a line
2024/10/25, 11:56 - Ashley: Lots of patches
2024/10/25, 11:56 - Ashley: You can come see
2024/10/25, 11:58 - Ashley:
2024/10/25, 12:28 - Ashley:
2024/10/25, 12:29 - Cameron Samsung: That's new job card
2024/10/25, 12:29 - Ashley: Ok cool
2024/10/28, 08:03 - Ashley:
2024/10/28, 08:03 - Ashley: Howsit
2024/10/28, 10:09 - Ashley: I'm not available tomorrow
2024/10/28, 10:09 - Ashley: Available today
2024/10/28, 10:10 - Cameron Samsung: What time sir ?
2024/10/28, 10:10 - Ashley: After 3 I'll be home
2024/10/28, 10:26 - Cameron Samsung: Eish I won't be around cause I will still be in Richards bay
2024/10/28, 10:26 - Cameron Samsung: Wednesday
2024/10/28, 13:37 - Ashley: Tomorrow 6pm I'll be home if you available
2024/10/28, 13:38 - Cameron Samsung: We do our last call at 4 cause we finish at 5
2024/10/28, 13:40 - Ashley: Then Wednesday after 4, unfortunately we only home after 4pm.
2024/10/28, 13:40 - Ashley: Weird cos you delivered my TV at 6pm the previous week
2024/10/28, 13:41 - Cameron Samsung: Yes I did the office a favor to deliver after 5
2024/10/28, 13:41 - Cameron Samsung: I will inform the office
2024/10/28, 13:41 - Ashley: 👌🏻
2024/10/30, 10:13 - Ashley: How's it
2024/10/30, 10:13 - Ashley: Are you coming through today?
2024/10/30, 10:17 - Cameron Samsung: Howzit
2024/10/30, 10:17 - Cameron Samsung: What time
2024/10/30, 10:17 - Ashley: Will be home by 4
2024/10/30, 10:28 - Cameron Samsung: I won't make it today at 4 as I'm leaving for richardsbay now
2024/10/30, 11:08 - Ashley: K let me know
2024/10/30, 11:09 - Ashley: I'm only going to be available after 4pm


AM
Ashley M's update12 Nov 2024, 16:44
Reviewer Update
Formal Complaint Regarding Unresolved TV Repair Issues
Dear Customer Service Team,
I am writing to express my profound dissatisfaction with the service I have received from Makro and Samsung concerning the repair of my television. This experience has been unnecessarily prolonged, frustrating, and marked by miscommunication and poor customer care, leaving me with unresolved issues with my TV and no satisfactory support. Below is a detailed account of my experience:
  1. Initial Visit to Makro and Call Logging: On October 2, 2024, I brought my television to Makro for a fault assessment. I was directed to log a call with Samsung instead of having Makro accept the TV for inspection. I logged the call on October 3, 2024, under Job Number ***. I was assisted by Elizabeth from Makro, and I described multiple screen issues at that time.
  2. Assessment and Issue with Samsung: Cameron from Samsung conducted an assessment and verified the problems I had reported. Later, I encountered Hemal from Samsung, who insisted I pay an additional fee for an upgraded TV, which I declined. Despite my refusal, emails ensued where Hemal inaccurately claimed I had declined the repair.
  3. TV Collection and Return: After extensive follow-ups, my TV was finally collected for repair on October 16 at 6:50 a.m. and returned the next day after 6 p.m. However, the TV still displayed issues, with visible white and dark patches on the screen. Elizabeth from Makro prematurely closed the case without verifying if the TV was satisfactorily repaired.
  4. Further Delays and Lack of Response: I reached out to Elizabeth and Makro multiple times over the next week, facing delays and communication challenges. Finally, Elizabeth informed me she had moved departments but apologized for her earlier handling of my case. I subsequently sent a new email, including images of the TV’s issues, to reinitiate the repair process.
  5. Second Assessment Scheduled Without Confirmation: On October 29, Samsung attempted to schedule a second assessment without confirming my availability. I informed Cameron of my unavailability, but further attempts to reach him for rescheduling were unsuccessful. Frustrated, I lodged a complaint on Hello Peter and contacted Makro's online support, who facilitated a call with the Samsung call center.
  6. False Information in Samsung Records: To my dismay, the Samsung agent claimed that Cameron had visited on October 29, found no fault, and closed the case—a blatant misrepresentation, as no one had visited, and the issues were still present. I escalated my complaint to Purity Mpepo, a Samsung supervisor, and shared call recordings, emails, and photographs as evidence. Despite her assurances, I have yet to see any follow-through on this issue.
  7. Final Attempts and Further Delays: Hemal finally called after Purity’s intervention to arrange an appointment for November 12, where Cameron inspected the TV again. Unfortunately, I am still left without clear answers or next steps. My calls to Hemal for updates have gone unanswered, and I continue to experience unresolved issues with my TV.
After weeks of back-and-forth, I have lost faith in Makro and Samsung’s ability to resolve this issue. The continuous miscommunication, lack of accountability, and unprofessional handling of my case have left me with no choice but to request a full refund and return of the television to the store. I am prepared to escalate this complaint through social media, consumer advocacy platforms, Wendy Knowler, and legal channels if necessary.
I request a direct response from a manager before Friday, detailing how this issue will be addressed promptly and effectively. My Contact Number is: ***
AM
Ashley M's update23 Nov 2024, 13:24
Reviewer Update
The guys came out last Friday from TM Electronics and confirmed that there is infact a problem with the TV, they called now to come and collect the TV for a second repair.
I'm so glad they confirmed there is a real fault as I thought I was loosing my mind since Cameroon from circle seven was insisting there was no issue with the TV, Leaving the lies Cameron spoke when he closed the call as no fault found, when infact he never came out at all. I am still awaiting a response from Samsung patiently on how they are going to address Circle Seven, Cameron and Hemal for making me a **** and think that I am an idiot, TM Electronics has found the fault on the TV on there first visit without any issues they have ordered spares to have the TV repaired, and returned to me early next week. I need urgent esclation from Samsung as to what there plan of action is and a tracker report from Camerons vehicle proving he never came to my house and that he falsely closed the call as no fault found as I am taking this up legaly and I need a call from Samsung directly to chat with my attorneys. I am a paying customer and I feel I was treated very badly. If not send me an email where my attorneys can reach you. Hope to hear from you soon to put this matter to bed.
AM
Ashley M's update23 Nov 2024, 13:35
Reviewer Update
Dear Samsung Customer Support,

I am writing to express my extreme dissatisfaction with the lack of response and follow-through regarding my ongoing service issue. Despite numerous emails, calls, and complaints—most recently through the "Hello Peter" platform—I have yet to receive any meaningful feedback or resolution from Samsung. This ongoing lack of communication and action is simply unacceptable for a company of Samsung's size and reputation.

To recap, my TV was confirmed to have a fault by TM Electronics during their visit on [insert date], and they have since ordered the necessary parts to repair the TV. However, I am still waiting for any sort of resolution from Samsung regarding my experience with Circle Seven technician Cameron, who falsely reported "no fault found" and never visited my home, even though this was the claim made on your system.

It is deeply disappointing that after multiple attempts to engage with your support team, I have been met with silence, leaving me no choice but to escalate this issue. I have been treated poorly and feel that my case has been dismissed without due consideration.

I am requesting immediate intervention from senior management to:

1. Investigate Hemal and Cameron’s false report and provide the vehicle tracking data confirming he never visited my residence.


2. Clarify Samsung's position on how this issue will be rectified, including a formal apology for the distress and inconvenience caused.


3. Provide a direct contact from senior management so my legal representatives can discuss the matter further and ensure swift resolution.



I expect an urgent response and a direct call from Samsung management. If I do not receive feedback within the next 48 hours, I will be forced to pursue legal avenues and take further action. I will also be forwarding this complaint to relevant consumer protection agencies.

As a paying customer, I expect more from Samsung. The lack of response has only added to my frustration, and I now require the involvement of your senior leadership to ensure this issue is resolved without delay.

Please provide me with the contact details for the appropriate management representative.
AM
Ashley M's update26 Nov 2024, 14:04
Reviewer Update
still awaiting a response.

AM
Ashley M's update29 Nov 2024, 12:08
Reviewer Update
Hi

TV has returned from repair at TM Electronics and the problem still persists, tech that brought the TV back have also confirmed the problem still persists on the screen, they took out Photos and advised they will inform the office and to date no one has called me to advise what the next steps are, I called Makro call center yesterday and called Tm electronics today. seriously guys this is extremely frustrating, and I am exhausted with this process you have in place, I'm tired of the back and forth and run around. why hasn't management taken over and given me a call to date, I'm at wits and as no one ever gets back to me... i am pleading for someone to get back to me with proper information or get a Makro manager to come to my house and have a look firsthand at the problem.