Is this how a world class company resolves a problem? Did they even read the complaint??

<p>I sent the following mail to Samsung customer care: </p> <p>"My wife purchased above mentioned Silver microwave @ "a BIG chain store" on Sunday. When we took it out of the sealed box we noticed that the right side panel was not properly fixed - see photo attached. She took it back the next day and, because they did not have stock, they gave her the counter display oven for R100 less (WOW). We had no option but to take the offer..</p> <p>When we cooked the 1st food in it, it started to make a rattling noise - as if the fan is hitting the cover... (The video I took of this is unfortunately just too big to upload here so I will reply to your email and send it then for you to see and listen). </p> <p>This is not acceptable and she took it back again.</p> <p>Now the store tells her that they cannot find the same microwave to replace it.. This is really unacceptable as we already got rid of our old microwave when we bought the new 1st one.. So we are in a bit of a mess now as we use the microwave every normal day for cooking...</p> <p>We have a lot of Samsung products (Phones, Tablets, Fridges and Tv's) and are used to it being a top product. We are also very disappointed in the store where we bought it as we spent many thousands there in the last couple of years and would expect them to put in a effort for us by sourcing a new item, but instead they rather offer to return our money....</p> <p>I also attached the store slip and warranty card.</p> <p>I would like an urgent response from you as to how we should solve this matter and will not hesitate to publish this complaint if it is not solved promptly. "</p> <p> </p> <p>AND THIS was the reply I got from Samsung:</p> <p> </p> <p>"Thank-you for contacting Samsung Electronics. <br />Your reference number for your enquiry is: ********** 942</p> <p><br />This is to acknowledge receipt of your email.</p> <p>Our sincere apology for what has transpired. Please note that the store will need to replace the unit with the same brand. If stock is not available they will need to advise what to do.</p> <p>The Microwave that you say open on the side is Out Of Box Failure.</p> <p>The stre will assist in exchanging the unit.</p> <p>To help improve our service, you will receive a short survey to rate your customer experience on this email interaction.</p> <p> </p> <p>If you would like any further information or assistance, please feel free to contact us on 0860-SAMSUNG ( ********** ) or clickon the contact us link at the bottom of this e-mail.</p> <p>Kind Regards <br />Samsung Electronics <br />**Please note that this e-mail has come from an outbound response system. Any direct response to this e-mail will not reach the customer care inbox. If you do need to contact us again please click on the “Contact Us” Link or copy the address into your browser: <br />Contact Us: <br />http://www.samsung.com/za/info/contactus.html# "</p> <p> </p> <p>MY WORD.....</p> <p>1. They weren't even interested to ask for the video I took of the terrible noise coming out of their brand new device... which was the replacement for the 1st one by the way...</p> <p>2. Didn't they see the part where I told them that the store (who represent them) wasn't interested in walking the extra mile to source an item further than the nearest town but rather offering return our money instead??</p> <p>3. The least they could do is assisting the store by sourcing a replacement item.. I just do not believe that there isn't even 1 somewhere in SA....</p> <p>4. I can't even reply to the response and haver to go through the same complaint procedure again.....</p> <p> </p> <p>Is this how a world class company resolves a problem and offer a helping hand to a product loyal customer? - Not even an email address or name to reply to... how personal...</p> <p> </p> <p> </p> <p>Just asking....</p>