Lies and delayed service

A bought a brand new Samsung 58 inch TV from Makro. The display started failing after a week of use, within a week Samsung technicians were dispatched. The unit was due to be exchanged within 2 weeks. I received no communication from Samsung during that time period.

I then decided to check the online tracker and found that the issue has apparently been marked as resolved. I sent Samsung an email asking for a status update, I got a reply asking for me to call the call centre.

After speaking to Keke from the exchange department, I was told there was no stock of my unit and would have to wait while the issue was escalated. I was promised to be cc'ed on the escalation email, but email never was never sent.

I called the call centre the following day and demanded to speak to a manager. After being on the call for over 25 mins, I was finally told that there is stock of the unit and it will be delivered within a week.

This mean that I have been kept waiting for no reason as their internal processes are broken and disorganised. It has taken Samsung almost a whole month to swap a brand new defective unit. Definitely not the service I expected from a premium brand.

I was a Samsung fun before, I own almost every Samsung. But now knowing they cannot back their products when something does go wrong I would rather save my money and buy from the less premium brands.