Poor after market service and useless website

The following is a letter drafted to the CEO of SAMSUNG, to raise concern about their website and after market service as a result...I attempted to post via their form: email the CEO.....but that did not work.. :)

so here it is Mr CEO, please note your people are letting you down...

"Hi there, I own a 75in TV, recently the remote starting giving me issues and i went online to the e-store to purchase a replacement. This proved to a waste of time because the e-store only advertises a remote (One Remote) but does not give any option to purchase one.

I then directed my inquiry to the E-Store Department via the email address: *** , Unfortunately the response was to directed me to use a link to a Service Center in my area, now i don't know if you have ever tried to navigate via your website or the service center link, but it is convoluted and does not give a good customer experience. I then tried the numbers, *** and ***4), in each case after the IVR, there was nothing!!!! 2 minutes on each call and nothing, not even an AD or a jingle....its been 3 weeks now and I still don't know where to get a replacement remote.

From a purely business point of view, the TV remote, something that will experiences more abuse than the TV, should be the easiest device to replace.....imagine a market view that believes it is risky to purchase high value SAMSUNG TV because it becomes useless the moment the remote breaks and is hard to replace the remote.

In addition, I am sure it cant be that complicated to develop a simple to navigate online store, where one can purchase a product without having to read through tons information only to realize you in the wrong place.... the world is fast moving away from fixed stores you need to match you web presence with your products.

I would really appreciate if you could try and do a secret shopper on your online presence and customer service just to realize that is not living up to a SAMSUNG standard.

Kind Regards

Zaahied "