Poor Service and VICTIMISATION AGAINT WOMEN

I am really disappointed with the service of Samsung SA. My husband had bought a 4K TV almost 2 years ago at the Tygervally branch.

We noticed that the TV had a white light that leaked throughout the screen. We contacted the service center and this would mean the third repair of the same TV in under 2 years. Before the warranty expired we decided to get Samsung to sort the issue out.

The service offered by service technicians was nothing short of appalling from the moment they stepped onto the property. They entered the front door and immediately started walking through the house without my permission. They then checked the TV and said they do not see a problem. When I tried to point out my issue I was told abruptly that I do not understand. When I asked the relevant questions, I was told in a harsh tone that there is no problem, and that I once again do not understand.

My husband eventually came home and tried in a reasonable way to point out the issues, which are clearly seen in diagnostic mode. the technician responded by saying "there is no problem if you not happy I will take the TV and put it in my house". I cannot see how this behavior is acceptable. My husband asked him politely to put the TV back in diagnostic mode so that he culd once again show (point out) the technician what he was referring to. This request was blatantly ignored. Please note that my husband had asked him THREE times, this requested was ignored. The technician went on to tell us that "I am just going to write my report, because I have another customer in Somerset West". Are we then not important?

At this point, I had reached my limit and confronted the Technician about his dismissiveness and disregard. I had also indicated to him, that I did not care about his other call-outs and that we should be the first priority as he is currently attending to our concerns. I added that we were not stupid and in fact, we do understand but he had no offered any reasonable explanations for the questions we had. For instance: if the TV's LED has a backlight about 10 centimetres from the edge, then why is there a white patch in the middle of the TV. Additionally, if this is the quality of the TV then why was it previously fixed for the exact same problem? The technician's response to these concerns was that I should dim the brightness and the TV then the problem would not bother us as much!! Seriously Samsung?

To put a cherry on the cake, the technician takes some pictures and then proceeds to stand in my front garden and enjoy a nice cigarette, puffing away while we as clients wait. He kills his cigarette bud on my grass and just leaves it there.

He comes back to say he will submit the pictures and write a report that expresses our concerns and what he has seen, and Samsung will take it from there, Low and behold, the customer care service agent calls to say that the technician has written a report which says "There is nothing wrong with the TV, but the customer's wife was aggressive". My husband has indicated to the agent that this is not entirely true and reported the behavior of the service technician and requested a call back from management. This was a month ago he is still waiting. He has called the call centre numerous times, they have indicated that someone had tried to contact him, which is an absolute lie, as there are no voicemails, no miss calls, nothing to ever indicate this kind of attempted communication. What is more astonishing is that the call centre had given him a callback, which he both received and answered.

The question that remains, is this the manner in which Samsung treats their customers? Rightfully so, I am upset as this service, came a week after the purchase of ANOTHER 4K TV AT SAMSUNG. The ************, aggression and disrespect of your service technicians against WOMEN IN THEIR OWN HOMES, is this acceptable? Was I suppose to allow your technician to imply over and over that I am stupid? Was I suppose to accept the ************ and aggression and still be polite? Was it perfect;y fine, for my husband which has so loyally supported your brand to be blatantly ignored? I will go on the assumption that Samsung is also fine with their worker lighting up their cigarettes wherever they please, including their offices? (I would like to add that I do smoke, however, smoking on my property without my permission is not acceptable). As a woman, I was shouted down and told that I do not understand without a reasonable explanation or any kind of respect. This was toned down when my husband came home, where we were then just blatantly ignored.

Firstly, the poor service is unacceptable. The victimisation and aggression towards women is absolutely shocking. If it is good enough to take money from working females, then it should be good enough to be respectful towards them too. We have consistently purchased large and expensive items from Samsung, including new phones regularly. Needless to say that i will no longer support the brand that allows poor service and the victimisation of women.