Poor attitude, customer service, communication and procedures

I have been a loyal Samsung supporter for many years, bought many of their premium products and I have moved family and friends over to Samsung.

I bought a 75q6fn from Makro earlier this year. The second I turned it on I realised that there must be something wrong with the screen. This was later confirmed and Samsung notified me that the unit would be replaced. I was happy with this until they informed me that they want to replace it with a q60r, which may be the model later, but the model is inferior to the Q6fn in almost every way.

Immediately I contested this and proposed that an alternative unit is provided and I will even pay in if required. This was not facilitated, so I spent over a week trying to find a solution with Samsung, they would not help me in anyway so eventually I gave up and made the mistake of saying send the replacement unit.

A day before the q60r was meant to be delivered, I received a call (recorded) and a lady form Samsung informed me that if i am not happy with the unit that I can return it (unboxed even). After hearing this I went back to Samsung and tried again (before delivery of the new unit that still has not been delivered). Now they refused to help me because the replacement had been invoiced out, but they forget that I tried to remedy the situation long before this happened.

They have gone so far to state that the only reason that they cannot help me is due to the fact that they amend serial numbers to reflect the changed warranty periods. Have you ever? This would be a simple fix and shows me as a customer that they do not want to assist their loyal customers.

Samsung have told me throughout the process that one, they will not help me, two, they do not want my money and three that they have no issue losing me as a customer. I then ask myself why I must support this brand and wonder if high level management would handle this the same way... They even invited me to publish this on any platform and have shown yet again how little they care for customers.

This process has gone on for almost a month now, I have followed each step patiently and I have escalated it to on several occasions. The strangest thing is the escalation process ends up at the same person each time, in the same department who treated me so poorly that I wanted to report him to higher management.

They are now forcing me to take the unit and after questioning them about the CPA and what it entails, I have been advised by them to report this to the CPA to try remedy the situation.

Regardless it is a shame as I supported this brand for many years and spent a great deal with them in my personal capacity as well as in a business capacity.

Point is simply that Samsung are apparently too big enough to care about individuals who support them and their brand and they have lost a loyal customer.