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Owen Britz-van Ryneveld

1 reviews | Active since Nov 2009

22 Oct 2022, 14:06

Extremely disappointed in Hirsch’s and Samsung

I bought a 32L microwave. Less than 6 months later, it stopped working. Store asked I should bring it back. I was under the impression it will be replaced. No. The microwave still has the protective plastic cover on because I wanted to keep it looking good for as long as possible. Then I was told: It will be fixed. 3 months later, not working again. Store informed me yesterday I must bring it back again so it can be fixed. Must I now prepare myself for my microwave to be fixed every 3 months? Our previous microwave lasted for years without any problems. But instead of going for the same trusted, cheaper brand I went for Samsung. Looking at the other reviews of Samsung on this platform, I understand the other customers’ frustration because it is not a cheap brand and one would expect better customer service.

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Replies (3)
Samsung South Africa
Samsung South Africa's reply24 Oct 2022, 06:29
Official
Good day, Owen,

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 
;^JL

 
OBR
Owen Britz-van Ryneveld's update25 Oct 2022, 17:28
Reviewer Update
Samsung has rep**** with a phone call and a letter. Basically stating that I should have insisted on a replacement when I took the microwave back the first time. I went to the shop and the store manager and owner both told me but it is Samsung's policy that they only replace if they can't fix the item. Irrespective of CPA. Now, the microwave is broken again and I was informed by Samsung because it was previously fixed, by Samsung, they can't replace it and now it is out of CPA as well. The Samsung consultant also offered to educate me on CPA so that next time I buy a product, I will know to insist on a replacement. So, they do not trust their own products? They now referred me to the Consumer Goods and Services Ombudsman.
OBR
Owen Britz-van Ryneveld's update29 Nov 2022, 20:36
Reviewer Update
So, the microwave was fixed. Lasted 3 months then I had to take it back again. Fixed again. Fetched it yesterday. Came home this evening, dead again. Now exactly how many times must this be fixed?