SF
Suzaan F
1 reviews | Active since May 2020
19 May 2020, 12:14
Samsung 27” Curved Monitor (LC27F390FHAXXY) - Poor Quality & Customer Service
We bought a Samsung 27” Curved Monitor (LC27F390FHAXXY) in April 2018. The screen broke during the nationwide lockdown before the 2 year warranty ended. We weren’t able to take it in during the lockdown and now Samsung refuses to repair it because it is out of warranty. Customer service was extremely poor and they simply refuse to listen to any reason and are not willing to make any exceptions despite the exceptional circumstances. The fact that they are not willing to assist with repairing something one month after its warranty has ended, especially during extreme conditions such as lockdown, is an indication of their extremely poor customer service. Furthermore the fact that something broke after a mere 2 years says something about the quality of their products. This is very disappointing and we will definitely not consider buying a Samsung product again.
Helpful (0)
Replies (2)0
Replies (2)
Samsung South Africa's replyOfficial
19 May 2020, 12:18 Good day
We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly.
A senior customer service executive will contact you with further advise on this matter.
Regards,
SamsungSA:
^SS
We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly.
A senior customer service executive will contact you with further advise on this matter.
Regards,
SamsungSA:
^SS
Samsung South Africa's reply19 May 2020, 12:18
Official
Good day
We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly.
A senior customer service executive will contact you with further advise on this matter.
Regards,
SamsungSA:
^SS
We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly.
A senior customer service executive will contact you with further advise on this matter.
Regards,
SamsungSA:
^SS
SF
Suzaan F's updateReviewer Update
26 Sept 2020, 15:07After I left this complain, Samsung were initially very eager to help. The whole process took extremely long, considering that I left this review in May and it still hasn’t been resolved.
Long story short, after a long wait a technician came out, told us it was a faulty power supply. After another long wait they came to install a new one. They checked and it worked when they plugged it it. Later that day when my husband wanted to use it, although there was now power, the image didn’t display on the screen when it was plugged into any computer (the technician didn’t check this while he was here). We contacted them again (keep in mind every time we had to go through customer care and ask for the person who helped us because they refused to give as a direct contact number), they then said they will have to consult with the technical department. More than a month passed and we contacted them again, at this point they said they thought our complaint was resolved. We then assured them it wasn’t and they said they will escalate this to management and contact us. Needless to say, they didn’t. We called again and eventually management offered us a new monitor at 60% discount. They also at this point told us that it broke because we used it to play games on, is this not what it is made for?? This is all fair and well, but now they are making it our problem that they can’t repair their own product and we have to pay for a new one. We said that we are not satisfied with this and again they promised that they will get back to us after consulting with management (who we are not allowed to talk to directly). It’s been another 3 weeks and no feedback. We are really fed up at this point, its been more than 4 months, we still don’t have a working monitor and we need to call them every week and even though they keep on making promises, nothing happens.
Long story short, after a long wait a technician came out, told us it was a faulty power supply. After another long wait they came to install a new one. They checked and it worked when they plugged it it. Later that day when my husband wanted to use it, although there was now power, the image didn’t display on the screen when it was plugged into any computer (the technician didn’t check this while he was here). We contacted them again (keep in mind every time we had to go through customer care and ask for the person who helped us because they refused to give as a direct contact number), they then said they will have to consult with the technical department. More than a month passed and we contacted them again, at this point they said they thought our complaint was resolved. We then assured them it wasn’t and they said they will escalate this to management and contact us. Needless to say, they didn’t. We called again and eventually management offered us a new monitor at 60% discount. They also at this point told us that it broke because we used it to play games on, is this not what it is made for?? This is all fair and well, but now they are making it our problem that they can’t repair their own product and we have to pay for a new one. We said that we are not satisfied with this and again they promised that they will get back to us after consulting with management (who we are not allowed to talk to directly). It’s been another 3 weeks and no feedback. We are really fed up at this point, its been more than 4 months, we still don’t have a working monitor and we need to call them every week and even though they keep on making promises, nothing happens.
SF
Suzaan F's update26 Sept 2020, 15:07
Reviewer Update
After I left this complain, Samsung were initially very eager to help. The whole process took extremely long, considering that I left this review in May and it still hasn’t been resolved.
Long story short, after a long wait a technician came out, told us it was a faulty power supply. After another long wait they came to install a new one. They checked and it worked when they plugged it it. Later that day when my husband wanted to use it, although there was now power, the image didn’t display on the screen when it was plugged into any computer (the technician didn’t check this while he was here). We contacted them again (keep in mind every time we had to go through customer care and ask for the person who helped us because they refused to give as a direct contact number), they then said they will have to consult with the technical department. More than a month passed and we contacted them again, at this point they said they thought our complaint was resolved. We then assured them it wasn’t and they said they will escalate this to management and contact us. Needless to say, they didn’t. We called again and eventually management offered us a new monitor at 60% discount. They also at this point told us that it broke because we used it to play games on, is this not what it is made for?? This is all fair and well, but now they are making it our problem that they can’t repair their own product and we have to pay for a new one. We said that we are not satisfied with this and again they promised that they will get back to us after consulting with management (who we are not allowed to talk to directly). It’s been another 3 weeks and no feedback. We are really fed up at this point, its been more than 4 months, we still don’t have a working monitor and we need to call them every week and even though they keep on making promises, nothing happens.
Long story short, after a long wait a technician came out, told us it was a faulty power supply. After another long wait they came to install a new one. They checked and it worked when they plugged it it. Later that day when my husband wanted to use it, although there was now power, the image didn’t display on the screen when it was plugged into any computer (the technician didn’t check this while he was here). We contacted them again (keep in mind every time we had to go through customer care and ask for the person who helped us because they refused to give as a direct contact number), they then said they will have to consult with the technical department. More than a month passed and we contacted them again, at this point they said they thought our complaint was resolved. We then assured them it wasn’t and they said they will escalate this to management and contact us. Needless to say, they didn’t. We called again and eventually management offered us a new monitor at 60% discount. They also at this point told us that it broke because we used it to play games on, is this not what it is made for?? This is all fair and well, but now they are making it our problem that they can’t repair their own product and we have to pay for a new one. We said that we are not satisfied with this and again they promised that they will get back to us after consulting with management (who we are not allowed to talk to directly). It’s been another 3 weeks and no feedback. We are really fed up at this point, its been more than 4 months, we still don’t have a working monitor and we need to call them every week and even though they keep on making promises, nothing happens.