Exceptionally Poor Service as is always expected Samsung

It’s a pity when organisations put values and principles and have their employees shove use into very skewed service providers.

Long and short, I bought a Samsung TV last year June, did all the necessary to prove purchase log the fault all hunky dory with the “sorry for the inconvenience” line thrown in by Samsung agents during the process. Repair is booked with The Repair Centre East London, Samsung’s local accredited agent. They what’s app requesting a screen shot of the fault together which I oblige and they come back indicating that the screen panel needs replacing. They indicate the spares will be available in 3-5 working days. I then get a call from Jaden, the manager at The Repair Center. This is now Thursday 23 November, 5 working days after contact from them (16th November). He calls me at around 11 indicating that his guys have a job in King William’s Town and they should be back by 3pm. I indicated that I’m available until 3pm so to avoid a rush we agree to reschedule for Monday morning before I go to work. Jaden then indicates that he can do the morning pick up and have the Tv back in the afternoon as they don’t have a lot of jobs. I indicate that there is no need to rush but they can do the early pick up and we take it from there.

Come Monday, no call or what’s app by 09:30, I send a message on their number. Next thing I get a call from the technician telling me he is starting off with a fridge delivery. Told him I won’t be waiting and he must call his office. The technician has the nerve to call again and I tell him that we had spoken and he should just not try me so early on a Monday.

I call Samsung customer care and I’m assisted by a real tool… this clever jack insists on finding out what alternative times I have available and does not address the issue at hand. I ask to speak to his team leader and he tells me he is on the phone.

I as I’m leaving the house I receive a message from the Repair Shop indicating that the technicians have my job and will call shortly. I respond that they have called and I have referred them back to you and I have escalated the matter with Samsung. I am then asked on what’s app “ Noted Sir. Are we still able to arrange that your TV be collected ?” When I get to the office I respond, “ Why would I not be able to arrange?

I know what was discussed with Justin or whoever called on Thursday. Since you didn’t honour that appointment and further more I’m being told about fridges being delivered first, I don’t believe you have taken my communication to you seriously.

I don’t believe I should be typing anything further with you and won’t because I can tell you seriously don’t get it” after that response I get a call from Jaden. First thing he tells me that his technician and Samsung Agent say I said I don’t want to use the Repair Centre. Reminded Jaden of our conversation on Thursday and he said I had been chatting to him on what’s app all this time. I fumed because he was a ***ard and didn’t want to own up to his failure and due to his total disrespect and disregard I told him that I know don’t want to have any dealings with The Repair Centre.

I what’s app the escalation team on the Samsung what’s app number and Gugu just takes the L for loser badge. I explained that I had called and asked to speak to the team leader and by then which was almost 2 hours later no call back. She said it will take 24-48 hours for the escalation team to get back to me.

From then I have had the manager at Samsung responsible for the accredited repair centres literally forcing me to have Repair Centre continue…

Even today I had a very rude lady from escalations shoving repair Centre down my throat. I’m still waiting for the “rejection letter” and details of your legal department for me to get copies of the telephone records. This tool does not know Samsung polices or ethos and thinks her word goes. Samsung please train your staff properly, if you are recording me I have a right to the recordings periods. This tool has the nerve to tell me I must go to the Ombud.

Not my first run in with you at Samsung and yet you still behave this badly. Most of the characters I dealt with acknowledge my run in with you in 2017 with the fridge yet here we are again 6 years later and none the wiser