Lies, Pathetic Service and Complete Disrespect!

So I tried the route of emailing customer support first and all I got was a pathetic generic apology letter they send to all their customers who complain. This is not good enough considering I have over R50k worth of your appliances!

My Microwave that I bought on 31/12.16 (just over a year ago) suddenly stopped working. I must just add that I hardly use it and if I use it more than once every two weeks it is a lot. The only reason I realised it wasn''t working is because i check the time on it everyday.

I took it into the Smart Care Centre in Nandi Drive Durban. After sitting for over an hour I finally got it booked in. I booked it in on Monday 5 February. By Wednesday 14 February I hadn''t heard anything so I phoned in to see if it was ready. I got put through to Collin the technician who said they tried to phone me on Wednesday 7 February and couldn''t get hold of me. Interesting that they think 1 phone call is substantial?

I then go to collect it that day on Wednesday 14 Feb and asked the gentleman behind the counter if I needed to check it before I left and he said no need to everything has been checked and is in working order. I followed to ask for assistance in carrying it and he said sure no problem someone will come to help you when you drive your car up. I drove my car up got out and waited and waited an well no one came to help me. So i had to carry my 32l microwave into the car. Nice to make a lady do that when there are at least 10 men in that branch. Thursday night my partner plugged in it to test it and guess what the light now didn''t work. (it was working before i took it in though).

So again i take it back, have to carry it in myself even though the security guard can clearly see the car park. There was a lovely gentleman that i spoke to, his name was Albert who took it and booked it in for me and sent me the job number.

This was on Friday 16 February. On 19 February I get a call from Collin, the same technician who worked on it to tell me it is ready to collect. I asked him what the problem was and he said steam in the microwave caused the bulb to erode. I asked him if he had replaced it and he said yes. I then asked him how do i know steam won't do it again and he said I needed to buy a steam cover to ensure there is no steam inside my microwave. (I must just add everything in my microwave always gets covered by kitchen towel which absorbs moisture and steam) I left it at that with him however i did have a few questions. I went in to collect it just before 1pm that day and asked the sweet lady behind the counter if I could speak to someone who could explain to me how I cannot have steam in my microwave. Leshie came through. I explained to her what i had been told and she continued to tell me the same thing that I need to cover everything in the microwave because it is dangerous for the bulb to get exposed to steam. I asked how that is possible because microwaves are often used to steam things. She said that is just how microwaves are. Even though i do cover things in the microwave on the once off that i use it this still didn't make sense to me. I asked her if she thought i was wrong in saying that microwaves should be made for steam and she said the technician, Collin has been working on microwaves for years and years and knows what he is talking about so yes there shouldn''t be steam inside the microwave. (i found this interesting that Collin was so knowledgeable that he couldn''t even see the light wasn''t working the first time he worked on it). I asked her what he actually did and she said he removed and wiped off the corrosion but did''t replace the bulb even though he said he did so someone ****. At this point I had had enough of the attitude and complete disrespect from her and said i wanted my forms and if someone could please help me carry my microwave to my car. She handed me my forms and said someone else would be out to help me. I stood and waited and waited and no one came but they were serving other people waiting in line after me. I then asked again for someone to help me and a lady came out spoke to the security guard in Zulu knowing I am white and don't understand it and then walked away. The security guard then went back to his post. By this point I was truly disgusted and picked it up and carried it out myself and asked the security guard to open the door to the building for me. It is interesting that not even the security guard that is a male offered to help me. The car guard eventually helped me open my car door because I was struggling to get it into my car.

A few things I must add, in my user manual for my microwave it lists the following two things as normal. In brackets is my thoughts on each of these points.

- Condensation inside the over (condensation is caused by steam so that means there has to be steam in the microwave)

- Steam escaping fro around the door or vents (this means there has to be steam inside the microwave for it to be escaping - but no you can't have steam in your microwave???)

Very interesting how this is listed as normal yet we cannot have steam.

Great job Samsung, I will not be purchasing any more of your products and I assure you no one in my family with either! Useless and disgusting