J Allie *** & ***

Good day

I logged the following call with Samsung in May, due to my refrigerator and freezer that stopped working. Logged call (***) a few days later after having to follow up myself, a Service technician came out for an assessment (Liptronic - INV232632 Please see attachment). I did not receive communication after the assessment, therefore I had to follow up again to find out the status and progress of Reference : (***).

After multiple calls I eventually managed to get a quote and a technician to come out, I’m happy with the way the technician conducted himself. I paid both invoices in cash, even though there’s a discrepancy between the quote and the invoice, that’s not the exact same. The main problem however is that the fridge broke again a few days later. (Please see quote attached / Invoice).

I called Samsung to advise them that the repair was unsuccessful. I found out that Reference : was closed, without confirmation that the repair was completed and resolved successfully. I then had to open another call but haven’t received any feedback since : Call reference : (***). Despite making continuous follow up calls, the problem is still unresolved.

Please pull my telephonic recordings - My number is ***. When we moved to lockdown level 3, I explained to Samsung that I’m a pilot and I’ll start flying again, therefore I’m unable to always answer my phone but I gave my wife’s number : ***. Which Samsung confirmed is on record as an alternate number.

I’ve already paid for the assessment and repair, I’ve communicated the repair was unsuccessful however it’s now been weeks later and I’m not receiving any feedback.

To this end I have no option but to escalate this complaint to the repair ombudsman. I trust that you will look into this as a matter of urgency if you value your customers and take service seriously – Please provide me with feedback.

Regards Jehann Allie