AK
Adriaan K
1 reviews | Active since Jun 2015
08 Dec 2022, 22:40
Only Bespoke feature of the bespoke fridge is the struggles you’ll have with Samsung service as the fridge doesnt work
We bought the Bespoke top of the rage fridge/freezer from Samsung on the 25th of November. It was delivered on the f1st of December.
It turns out the only bespoke feature is how much of a struggle it is to get feedback and service from Samsung customer service.
The fridge remains warm while the freezer is cold. This resulted in food going off as the freezer didn’t cool the food.
We contacted samsung support and they came back with the recommendation to shut off the fridge for 8 hours and the to try again. This remedy failed to work.
I emailed them early this morning and still haven’t received a response. My wife phoned the service centre and was diverted to another number. Apparently it will tale 3 day to send a technician out.
Today marks day 8 without having working fridge after the ‘premium’ fridge has been delivered. I expected more from samsung.
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Replies (6)0
Replies (6)
Samsung South Africa's replyOfficial
09 Dec 2022, 07:45Good morning Adriaan,
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.
Kind Regards,
Samsung ZA
;NP
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.
Kind Regards,
Samsung ZA
;NP
Samsung South Africa's reply09 Dec 2022, 07:45
Official
Good morning Adriaan,
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.
Kind Regards,
Samsung ZA
;NP
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.
Kind Regards,
Samsung ZA
;NP
AK
Adriaan K's updateReviewer Update
09 Dec 2022, 10:57Samsung’s view around an escalation is that no one calls you back. You then end up phoning the service centre again outnof pure desperation.
The service centre can’t access your proof of payment from you online order and account. What is the use of having an online account and registering your product? They function more the south African post office than a world leading technology company
Furthermore, their escalation includes having to wait up to 72 hour (and weekends) don’t count. To wait for a technician to come out. This is a brand new fridge.
So even if the technician comes out, in all likelihood we’ll only have a working fridge 2 weeks from delivery.
The consultants continuously has to say thank you for choosing samsung but their is really nothing to be thankful for.
The service centre can’t access your proof of payment from you online order and account. What is the use of having an online account and registering your product? They function more the south African post office than a world leading technology company
Furthermore, their escalation includes having to wait up to 72 hour (and weekends) don’t count. To wait for a technician to come out. This is a brand new fridge.
So even if the technician comes out, in all likelihood we’ll only have a working fridge 2 weeks from delivery.
The consultants continuously has to say thank you for choosing samsung but their is really nothing to be thankful for.
AK
Adriaan K's update09 Dec 2022, 10:57
Reviewer Update
Samsung’s view around an escalation is that no one calls you back. You then end up phoning the service centre again outnof pure desperation.
The service centre can’t access your proof of payment from you online order and account. What is the use of having an online account and registering your product? They function more the south African post office than a world leading technology company
Furthermore, their escalation includes having to wait up to 72 hour (and weekends) don’t count. To wait for a technician to come out. This is a brand new fridge.
So even if the technician comes out, in all likelihood we’ll only have a working fridge 2 weeks from delivery.
The consultants continuously has to say thank you for choosing samsung but their is really nothing to be thankful for.
The service centre can’t access your proof of payment from you online order and account. What is the use of having an online account and registering your product? They function more the south African post office than a world leading technology company
Furthermore, their escalation includes having to wait up to 72 hour (and weekends) don’t count. To wait for a technician to come out. This is a brand new fridge.
So even if the technician comes out, in all likelihood we’ll only have a working fridge 2 weeks from delivery.
The consultants continuously has to say thank you for choosing samsung but their is really nothing to be thankful for.
Samsung South Africa's replyOfficial
09 Dec 2022, 13:10Your query has been escalated, we will inform you once it has been resolved. Please wait for feedback .^NM
Samsung South Africa's reply09 Dec 2022, 13:10
Official
Your query has been escalated, we will inform you once it has been resolved. Please wait for feedback .^NM
AK
Adriaan K's updateReviewer Update
09 Dec 2022, 14:34Still no contact, no plan of action and no resolution… Samsung should consider this as their motto. Log a reply on HelloPeter to make it seem like action has been taken.
AK
Adriaan K's update09 Dec 2022, 14:34
Reviewer Update
Still no contact, no plan of action and no resolution… Samsung should consider this as their motto. Log a reply on HelloPeter to make it seem like action has been taken.
AK
Adriaan K's updateReviewer Update
10 Dec 2022, 13:14Samsung finally phones me a day after the apparent escalation. This time they claim that they don’t have the serial number which is registered on my account online and was provided to the service centre.
They will bow only log the call on Monday and the SLA is 72h. Amazing how useless a word renowned technology company can be. None of the systems are connected and the service is horrific.
The call centre agents try but it seems there hands are tied.
They will bow only log the call on Monday and the SLA is 72h. Amazing how useless a word renowned technology company can be. None of the systems are connected and the service is horrific.
The call centre agents try but it seems there hands are tied.
AK
Adriaan K's update10 Dec 2022, 13:14
Reviewer Update
Samsung finally phones me a day after the apparent escalation. This time they claim that they don’t have the serial number which is registered on my account online and was provided to the service centre.
They will bow only log the call on Monday and the SLA is 72h. Amazing how useless a word renowned technology company can be. None of the systems are connected and the service is horrific.
The call centre agents try but it seems there hands are tied.
They will bow only log the call on Monday and the SLA is 72h. Amazing how useless a word renowned technology company can be. None of the systems are connected and the service is horrific.
The call centre agents try but it seems there hands are tied.
AK
Adriaan K's updateReviewer Update
14 Dec 2022, 13:54samsung still hasn’t been able to assess the fridge. They cancelled the appointment 3 times without further communications.
AK
Adriaan K's update14 Dec 2022, 13:54
Reviewer Update
samsung still hasn’t been able to assess the fridge. They cancelled the appointment 3 times without further communications.