NEGLIGENT TECHNICIAN - LACK OF CARE

DO NOT BUY SAMSUNG PRODUCTS - THE AFTER-SALES SERVICE IS NON-EXISTENT AND THE QUALITY OF THEIR PRODUCTS IS NOT ACCEPTABLE. I bought all my appliances brand new from Samsung and I've been using them for 10 months. So far, Samsung had to refund me for the tumble dryer (manufacturing issue with the compressor) and they had to come and replace the internal valve in the dishwasher, which is the issue I am sharing here. I am copying my answer to their "final letter" (1st and only letter I ever received) below so you can see the level of negligence you can expect from Samsung and the companies they hire to service their products: ------------------------------------- Dear Pumla,

As per our conversation this morning and contrary to what your letter states:

YOUR TECHNICIAN RICHARD DID NOT RECONNECT THE DISHWASHER’S HOSE CORRECTLY TO OUR WATER PIPES.

THE CAUSE OF THE MASSIVE LEAK WAS A RESULT OF YOUR TECHNICIAN’S NEGLIGENCE AND NOT DUE TO OUR PLUMBING, WHICH HAD NOT PRESENTED ANY ISSUES UNTIL YOUR TECHNICIAN RICHARD CAME TO OUR PROPERTY THIS SATURDAY MORNING.

YOUR TECHNICIAN FAILED TO:

1) MAKE AN APPOINTMENT TO COME TO US. HE VERY INFORMALLY SENT AN SMS STATING THAT HE WAS 7 MINS. AWAY.

2) FAILED TO CHECK HIS JOB PROPERLY BEFORE HE LEFT OUR PREMISES. THE LEAK STARTED AS SOON AS HE SWITCHED THE MACHINE ON.

3) YOUR TECHNICIAN FAILED TO ANSWER MY REQUEST FOR HIM TO COME AND CONNECT THE HOSE PROPERLY.

4) I HAVE SENT YOU IMAGES AND A VIDEO CLEARLY SHOWING RICHARD AT THE TIME HE WAS DISCONNECTING THE HOSE FROM THE WATER SUPPLY. HE WAS, AT THE TIME THE PHOTOGRAPH WAS TAKEN, DISCONNECTING AND CONNECTING THE HOSE.

5) OUR PLUMBER CAME TO SORT OUT THE PROBLEM AND EXPLAINED THAT RICHARD DID NOT CONNECT THE HOSE BACK THE WAY HE WAS SUPPOSED TO.

You guys are attempting to wash your hands off this problem which is UNACCEPTABLE. You have admitted to me over the phone that your technician’s practices were not correct, but you are now sending a dismissive letter via email stating that the issue was our plumbing.

I strongly reject your letter. Your technician’s negligence AND FAILURE TO RETURN TO FIX THE PROBLEM caused water damage to our cupboard and resulted in an emergency call to our plumber. YOU SHOULD TAKE OWNERSHIP of the problem in writing too in front of Samsung, not just over the phone with me to quickly cover your back.

I have photographs and a video clearly demonstrating Richard’s negligence.

Rather acknowledge the problem, offer an apology and be professional about the issue instead of sending a ridiculous letter.

It is really sad that I had to document your technician’s performance while on my property for you to show some interest, what would have happened if I hadn't taken pictures of the gentleman in question? If you continue to refuse to acknowledge that your technician is at fault I will 1) Get an official report from our plumber and builders, and 2) I will get a report from VODACOM showing you that your technician received my messages and consciously decided to ignore them.

Have some business etiquette and pride, and show some respect!