IM
Ismail M
1 reviews | Active since Feb 2021
22 Feb 2021, 17:17
No free TV when taking out new Samsung contract
The biggest ***** ever. Took out a Samsung contract that comes with a free TV. Filled in all docs and sent back to Samsung. No one from Samsung has the decency to reply to say certain docs are unclear and needs to be resent. So I call a few weeks later to find out if all is in order and boom no docs are unclear. Resend docs and still no reply. Called again and told the same nonsense. Finally after 2 months of fighting I get a reply from Samsung to say all docs in order please await for TV to be delivered. It's now the 22 Feb and still no TV. I called in today and the agent tells me that no they still need to verify my docs. I mean what kind of service are you giving people. Utter nonsense.
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Replies (4)
Samsung South Africa's replyOfficial
22 Feb 2021, 17:20 Good afternoon Ismail,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Regards,
Samsung ZA
SS
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Regards,
Samsung ZA
SS
Samsung South Africa's reply22 Feb 2021, 17:20
Official
Good afternoon Ismail,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Regards,
Samsung ZA
SS
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Regards,
Samsung ZA
SS
IM
Ismail M's updateReviewer Update
25 Feb 2021, 10:13Still no response?
IM
Ismail M's update25 Feb 2021, 10:13
Reviewer Update
Still no response?
IM
Ismail M's updateReviewer Update
26 Feb 2021, 18:46I am at wits end with Samsung, so it takes them 3 days to get someone to respond to me. When the person calls me, you would expect the person dealing with your query to have all his ducks in a row but nooooo samsung doesn't work like that, instead the person asks me all the same questions as when u call into the call center. I then frustratingly give him the series of events and I mention that I have sent in documents to them 4 times so far and guess what he then asks me.... Yes to send my documents once again. So frustrating. I then tell him to look on the system to find my documents and he calls back to say they found my documents and he will get back to me. I get an email stating that my documents have been verified and I will be contacted with regards to what happens next. I get a phone call then and expect it to be good news but alas once again I am asked to resend the documents once again, this is now the 5th time I'm sending documents. The person then says to me why do I keep on sending different prrof of purchases why can't I send the same one, I mean what utter bull**** that is. He says on all 4 they can't see the invoice date but they can see everything else. Can they not validate with the supplier to confirm when the device was sold? I have sent the proof of purchase one last time and I have circled(because somehow Samsung can see dates and imei numbers?) on the proof of purchase where to look. If Samsung does not want to give me the TV then please say so. I will then take it to different avenues.
IM
Ismail M's update26 Feb 2021, 18:46
Reviewer Update
I am at wits end with Samsung, so it takes them 3 days to get someone to respond to me. When the person calls me, you would expect the person dealing with your query to have all his ducks in a row but nooooo samsung doesn't work like that, instead the person asks me all the same questions as when u call into the call center. I then frustratingly give him the series of events and I mention that I have sent in documents to them 4 times so far and guess what he then asks me.... Yes to send my documents once again. So frustrating. I then tell him to look on the system to find my documents and he calls back to say they found my documents and he will get back to me. I get an email stating that my documents have been verified and I will be contacted with regards to what happens next. I get a phone call then and expect it to be good news but alas once again I am asked to resend the documents once again, this is now the 5th time I'm sending documents. The person then says to me why do I keep on sending different prrof of purchases why can't I send the same one, I mean what utter bull**** that is. He says on all 4 they can't see the invoice date but they can see everything else. Can they not validate with the supplier to confirm when the device was sold? I have sent the proof of purchase one last time and I have circled(because somehow Samsung can see dates and imei numbers?) on the proof of purchase where to look. If Samsung does not want to give me the TV then please say so. I will then take it to different avenues.
IM
Ismail M's updateReviewer Update
02 Mar 2021, 11:03Service is getting from bad to worse. I get a call from the person dealing with my issue stating that they now miraculously can see the invoice number and imei number on the proof of purchase. He then says to me that all is in order and it will be sent to the logistics department for dispatch. When I asked how long this will take he tells me that he has no time frame and can't promise when it will be done. Then guess what he then asks me for the 6th time to resend my documents so he can escalate it. I mean wow in the beginning of the call he says all is sorted then at the end of the call he says in order for it to be sorted I need to resubmit my documents. As I say once again, if Samsung doesn't want me to get the TV then please say so, I will then forward to my lawyer and he will then be in touch with you.
IM
Ismail M's update02 Mar 2021, 11:03
Reviewer Update
Service is getting from bad to worse. I get a call from the person dealing with my issue stating that they now miraculously can see the invoice number and imei number on the proof of purchase. He then says to me that all is in order and it will be sent to the logistics department for dispatch. When I asked how long this will take he tells me that he has no time frame and can't promise when it will be done. Then guess what he then asks me for the 6th time to resend my documents so he can escalate it. I mean wow in the beginning of the call he says all is sorted then at the end of the call he says in order for it to be sorted I need to resubmit my documents. As I say once again, if Samsung doesn't want me to get the TV then please say so, I will then forward to my lawyer and he will then be in touch with you.