Poor( if any) aftersales service

Good day,

I've been nothing but nice, understanding and patient up to this point.

This has been an urgent matter from the start and now its just ridiculous. It seems Samsung ( being a home appliance brand ) has no idea ( or doesn't care at all ) how much inconvenience a brand new broken washing machine ( 19kg - cause thats how much we need per bundle and not just for pretence !) cause their clients! Its not like a client expects it to break so soon and then keeps a spare for " just in case".

Its yet another long weekend and this machine is still not working!

Its been 22 days of waiting, 5 days since we last spoke on the phone, 3 days since we last spoke per email ( in which i sent my proof of purchase for the third time to another Samsung employee). I have lost count how many different employees I've spoken to by now,each assuring me the service guys will pitch in a few days.

I've done my part in checking whatever can be the problem before contacting the service centre. Now I have waited since 22 March 2022 for assistance, during which time I had to manage handwashing x 3 bundles a week (of 15kg + each) every week for three weeks+.

Just cause I do not yell on the phone doesn't mean I'm happy or its not urgent ! I have a 3 month old baby with me at all times and do not live close to a laundromat. As you can imagine I do not have time to do it myself and had to hire a private person to come to my home ,on the farm, and do the washing for me ( I still have to do the odd small bundle on weekends myself). It has cost me R200 a wash (which is rediculously cheap versus a laundromat). I also had to pay and arrange for their transport each time. We are at wash number 10 today (R2000)!

I now do not want this machine anymore. I've been a loyal Samsung customer for 14 years up until now (the previous 8kg machine lasted that long without any issues!) I have obviously misplaced my trust and have now been let down at the most difficult of times.

Me living in an outlying area is not an excuse for poor customer service. I've always lived in outlying areas and never had a problem getting customer service within just days, from other companies like Bosch.

I purchased this machine new at end of last year, as to get a warranty/guarantee on it and had been jumping through hoops for almost a month now,each time speaking to a different contact and needing to resend photos,emails and proof of purchase.

Samsung is just not worth it. Boasting a 2 years warranty and 10years guarantee (on just a single component btw) but the customer has to wait ( with absolutely no other washing machine at hand) for 3 weeks + ! What a Horrible experience !

I will be posting this e-mail on Hello Peter also since I do not feel reassured that my call, yet again, for prompt help and action will be answered within reasonable time ( like I've seen proof of thus far),or that the problem will be resolved at all.

You don't need to send a mechanic. Give me a full refund and then you can take your sweet time in collecting this product. I dont care whats wrong with it. I just want it gone now so I do not have to waste time and money on Samsung ever again!

Regards