Poor Service

To whom it May concern.

I preferred buying Samsung products until now!

I am extremely disappointed with the service from both Samsung and IT Sure for the following reasons: I have not had proper communication and feedback from either company. Its taking over 2 months for a default TV to be exchanged or credited.

On 14/04/2022 a Samsung service technician assessed my TV, on 26/04/2022 a credit authorised, and an EP number was issued.

I called Samsung on 26/05/2022 and they advised me I would receive feedback within 72 hours. Again, nothing happened.

I assumed IT Sure and Samsung was in contact, So I called IT Sure on 17/06/2022. They requested the EP number. I sent the relevant information to them.

Again – no communication received.

On 21/06/2022, called IT Sure and received the below: “Hi , Samsung has confirmed the credit. Authorisation number: They have advised that they will credit the account within 24-72 hours. I will follow up with them and provide feedback as soon as I receive it. Kind Regards”

Samsung and IT Sure are now finally communicating, however I still don’t know what was happening until 24/06/2022 when I called both companies.

According to telephonic conversation with Samsung on 24/06/2022, credit has been authorised and IT Sure needs to either exchange the TV or credit us(the customer). According to telephonic conversation with IT Sure on 24/06/2022, Samsung will not pass credit until the TV has been collected from the customer.

To cut a long story short.

My concerns: • If you collect default TV, are you exchanging or crediting us at the same time? • If not: o How long will we be without a TV? o How long will the process take? – As its already over 2 months o Can you provide us with a substitute or entertainment while we are without a TV?

Can we please sort this out asap. I’m tired of looking at a default Samsung TV and cannot do without my TV

I think I need to start looking at purchasing other brands.

☹

Disappointed Customer