Punk'd by Samsung: Shoddy After Sales Services & Misleading Warrantee Information

<p>Hi</p> <p>In October 2014 I bought a Samsung Eco Bubble washing machine. This last week it made a awful noise and I contact Makro (from whom I bought the machine), they in turn contacted Samsung's Support Centre, who then contacted me. What followed can only be described as a surreal experience.</p> <p>The operator said he needed to ask me few questions about the machine and was I standing in front of the unit. I rep**** that Yes I was and he proceeded with?</p> <p>Samsung Tech (ST): What is wrong with the machine? <br />Me: It was making a pinging sound like something was running around in the machine. <br />ST: Where was the machine standing?<br />Me: The Floor<br />ST: The Foam. Well that's your problem!! <br />Me: The Floor!<br />ST: Yes, the foam. It must stand on its legs!<br />Me: But it is on its legs on the FLOOR!!!<br />ST: oh ok. Please check the back of the machine (this involves pulling out the machine from under the counter) and check if the *****s that should be removed before using the machine have been removed.<br />Me: We have had the machine for more that 2 years and its has worked fine until this week. <br />ST: Ok hold on a minute. Please look for the petrol tank at the front of the machine? (At this point I genuinely thought this was one of those social media calls where someone riles up a customer until they become abusive and then posts the voice clip on social media as a joke!! As in you've been punk'd) <br />Me: Petrol Tank? <br />ST: Yes at the bottom of the machine. Open it with a coin. Turn cap anti-clockwise and remove the filter.<br />Me: ok. (the water from the machine comes running out the valve)<br />ST: Please put a towel down to absorb the water. (would have been great to know before I opened the valve)<br />Me: I can't remove the filter.<br />ST: Get someone to help you or pull it harder but not so hard that you break it!!!<br />Me: Please have a technician come out and see to this.<br />ST: Ok but its gonna cost you R400.00 in call out fees, plus labour and parts.<br />Me: But machine has a 10 year Warrantee, sticker on the front says so.<br />ST: Only on the motor. (And will you believe it in the tinest black on silver font there it stood "On the motor".)</p> <p>I ended the call and promptly call a local independent appliance repair company, who came out the next day, informed me my ball bearings needed replacement and who have now taken my machine to their workshop for repairs. No call out fee!! Total quote for labour and parts R800.00.</p> <p> </p> <p>I love Samsung products, I have phones, tablets and I loved my washing machine, I was going to replace my tumble dryer and dishwasher with Samsung products as well but after experiencing your after sales service I have sadly decided against this.</p> <p> </p> <p>Such a great product spoiled by shoddy after sales services and misleading warrantee information.</p> <p>Whats worse, I have since had 2 phone calls from their support center inquiring if the machine is now working? And after I voiced my displeasure with the service, I was promptly ignored and the person asked "So must we cancel the call out?"</p> <p>Absolutely no attempt to deal with my problem.</p> <p>Hope they reconsider the system they have at the moment.</p> <p> </p> <p>If your Samsung product breaks be prepared to fix it yourself!!!!</p> <p> </p> <p> </p>