KB
Karin B
1 reviews | Active since Oct 2015
21 May 2026, 11:04
Samsung aftersales customer care failure...
I am extremely disappointed with the level of service I have received from Samsung regarding my 65-inch 8K QLED TV, which is still under warranty.
Approximately three weeks ago, I reported a faulty screen, and Samsung arranged for a technician to collect the TV for repairs. From the moment the technician arrived, I was concerned by the complete lack of care taken when handling such an expensive television. The TV was transported without any protective covers or proper packaging and simply loaded into the technician’s vehicle.
After about a week, I was informed that the TV had been repaired. However, while the technician was loading the TV into his vehicle to return it to me, he cracked the screen due to careless handling and the lack of any protective covering. The TV never even made it back to my house. I immediately reported the incident to Samsung and informed them that the screen had now been damaged by their own technician and would need to be replaced.
Since then, I have phoned Samsung multiple times, emailed them, and repeatedly followed up, only to receive no actual solutions, no proper communication, and no meaningful updates regarding what is happening with my television. I followed up again yesterday, and the matter was simply referred to an outside representative yet again.
This entire experience has been unacceptable. It feels as though everyone keeps passing the buck while nobody is willing to take accountability or provide answers.
It has now been weeks since this process started, and for a premium television with a premium price tag, I expected far better customer care and professionalism from Samsung.
A flagship 65-inch 8K QLED TV should not be treated like ordinary cargo tossed into the back of a vehicle without proper protection. The lack of accountability, communication, and urgency from Samsung has been incredibly frustrating and disappointing.
At this stage, I simply expect Samsung to take responsibility for the damage caused by their technician and resolve this matter properly.
Helpful (0)
Replies (3)0
Replies (3)
Samsung South Africa's replyOfficial
21 May 2026, 11:06Good day Karin
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Samsung South Africa's reply21 May 2026, 11:06
Official
Good day Karin
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns, and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
^NM
KB
Karin B's updateReviewer Update
26 May 2026, 17:47I am beyond disappointed in Samsung’s complete failure to handle this situation professionally.
It has now been 6 days since my original post, and despite repeated attempts to get answers, we are still being ignored with no proper resolution, no urgency, and no accountability.
This is not some entry-level television. This is a flagship Samsung 65-inch 8K Neo QLED TV, a premium product that customers pay a premium price for, expecting premium support and competent after-sales service in return.
Samsung appointed a technician to repair our TV under warranty. The technician repaired the TV successfully in his workshop and then broke the screen before the TV was even returned to us.
To make matters worse, the technician phoned my husband last week after he left a bad review on his Google page to complain that he now has to pay for the screen HE broke himself. That is completely unacceptable and deeply unprofessional.
Why should customers be expected to feel sympathy for a Samsung-accredited repair centre suffering the consequences of its own negligence? We trusted Samsung to appoint technicians who are qualified, competent, and properly insured to handle expensive flagship televisions without damaging customers’ property.
Instead, our TV remains in the possession of the repair centre while we are left waiting indefinitely with no communication, no urgency, and no accountability.
We have repeatedly tried to contact the repair centre and its owner ourselves. We have phoned multiple times, only for the calls to ring unanswered, be declined, or for the owner to simply switch off his cellphone entirely. We are unable to get hold of him or get any clear answers about what is happening with our TV.
At this point, it genuinely gives the impression that the repair centre does not have the money to replace the screen they damaged, while Samsung appears completely unconcerned about whether we ever get our television back at all.
This entire situation reflects a shocking lack of professionalism and customer care from both the repair centre and Samsung itself.
Samsung accredited this repair centre. Samsung trusted them to represent the brand. Samsung should therefore take full responsibility for the negligence of its appointed service provider and resolve this matter immediately instead of leaving customers trapped in limbo over a television that was damaged while under Samsung’s own repair process.
KB
Karin B's update26 May 2026, 17:47
Reviewer Update
I am beyond disappointed in Samsung’s complete failure to handle this situation professionally.
It has now been 6 days since my original post, and despite repeated attempts to get answers, we are still being ignored with no proper resolution, no urgency, and no accountability.
This is not some entry-level television. This is a flagship Samsung 65-inch 8K Neo QLED TV, a premium product that customers pay a premium price for, expecting premium support and competent after-sales service in return.
Samsung appointed a technician to repair our TV under warranty. The technician repaired the TV successfully in his workshop and then broke the screen before the TV was even returned to us.
To make matters worse, the technician phoned my husband last week after he left a bad review on his Google page to complain that he now has to pay for the screen HE broke himself. That is completely unacceptable and deeply unprofessional.
Why should customers be expected to feel sympathy for a Samsung-accredited repair centre suffering the consequences of its own negligence? We trusted Samsung to appoint technicians who are qualified, competent, and properly insured to handle expensive flagship televisions without damaging customers’ property.
Instead, our TV remains in the possession of the repair centre while we are left waiting indefinitely with no communication, no urgency, and no accountability.
We have repeatedly tried to contact the repair centre and its owner ourselves. We have phoned multiple times, only for the calls to ring unanswered, be declined, or for the owner to simply switch off his cellphone entirely. We are unable to get hold of him or get any clear answers about what is happening with our TV.
At this point, it genuinely gives the impression that the repair centre does not have the money to replace the screen they damaged, while Samsung appears completely unconcerned about whether we ever get our television back at all.
This entire situation reflects a shocking lack of professionalism and customer care from both the repair centre and Samsung itself.
Samsung accredited this repair centre. Samsung trusted them to represent the brand. Samsung should therefore take full responsibility for the negligence of its appointed service provider and resolve this matter immediately instead of leaving customers trapped in limbo over a television that was damaged while under Samsung’s own repair process.
KB
Karin B's updateReviewer Update
13 Jun 2026, 04:43I am extremely disappointed by Samsung's handling of what should have been a straightforward resolution.
After my television was damaged during a Samsung-authorized repair process, Samsung eventually acknowledged responsibility and approved a full replacement. That approval was given almos two weeks ago.
Since then, there has been absolutely no communication whatsoever.
No update on the replacement order. No indication of stock availability. No estimated delivery date. No phone call. No email. Nothing.
What makes this even more frustrating is that I have already endured the inconvenience of losing the use of my television due to damage caused during a service-related incident. One would expect that once a replacement has been approved, Samsung would make every effort to keep the customer informed and bring the matter to a swift conclusion.
Instead, I am left chasing answers and wondering whether anything is actually happening behind the scenes.
The replacement itself is no longer my only concern. The complete lack of communication and customer care has become the bigger issue. Keeping a customer in the dark for almost two weeks after approving a replacement is simply unacceptable for a company of Samsung's size and reputation.
I am requesting an urgent update regarding:
The status of my replacement television.
Whether stock has been allocated.
An estimated delivery date.
The reason for the complete lack of communication over the past two weeks.
At this stage, I feel that Samsung has failed not only in resolving the original issue promptly, but also in providing even the most basic level of customer service and communication expected from a global brand.
Case ***
Samsung, please explain why a customer whose claim has already been approved is being left completely in the dark.
After my television was damaged during a Samsung-authorized repair process, Samsung eventually acknowledged responsibility and approved a full replacement. That approval was given almos two weeks ago.
Since then, there has been absolutely no communication whatsoever.
No update on the replacement order. No indication of stock availability. No estimated delivery date. No phone call. No email. Nothing.
What makes this even more frustrating is that I have already endured the inconvenience of losing the use of my television due to damage caused during a service-related incident. One would expect that once a replacement has been approved, Samsung would make every effort to keep the customer informed and bring the matter to a swift conclusion.
Instead, I am left chasing answers and wondering whether anything is actually happening behind the scenes.
The replacement itself is no longer my only concern. The complete lack of communication and customer care has become the bigger issue. Keeping a customer in the dark for almost two weeks after approving a replacement is simply unacceptable for a company of Samsung's size and reputation.
I am requesting an urgent update regarding:
The status of my replacement television.
Whether stock has been allocated.
An estimated delivery date.
The reason for the complete lack of communication over the past two weeks.
At this stage, I feel that Samsung has failed not only in resolving the original issue promptly, but also in providing even the most basic level of customer service and communication expected from a global brand.
Case ***
Samsung, please explain why a customer whose claim has already been approved is being left completely in the dark.
KB
Karin B's update13 Jun 2026, 04:43
Reviewer Update
I am extremely disappointed by Samsung's handling of what should have been a straightforward resolution.
After my television was damaged during a Samsung-authorized repair process, Samsung eventually acknowledged responsibility and approved a full replacement. That approval was given almos two weeks ago.
Since then, there has been absolutely no communication whatsoever.
No update on the replacement order. No indication of stock availability. No estimated delivery date. No phone call. No email. Nothing.
What makes this even more frustrating is that I have already endured the inconvenience of losing the use of my television due to damage caused during a service-related incident. One would expect that once a replacement has been approved, Samsung would make every effort to keep the customer informed and bring the matter to a swift conclusion.
Instead, I am left chasing answers and wondering whether anything is actually happening behind the scenes.
The replacement itself is no longer my only concern. The complete lack of communication and customer care has become the bigger issue. Keeping a customer in the dark for almost two weeks after approving a replacement is simply unacceptable for a company of Samsung's size and reputation.
I am requesting an urgent update regarding:
The status of my replacement television.
Whether stock has been allocated.
An estimated delivery date.
The reason for the complete lack of communication over the past two weeks.
At this stage, I feel that Samsung has failed not only in resolving the original issue promptly, but also in providing even the most basic level of customer service and communication expected from a global brand.
Case ***
Samsung, please explain why a customer whose claim has already been approved is being left completely in the dark.
After my television was damaged during a Samsung-authorized repair process, Samsung eventually acknowledged responsibility and approved a full replacement. That approval was given almos two weeks ago.
Since then, there has been absolutely no communication whatsoever.
No update on the replacement order. No indication of stock availability. No estimated delivery date. No phone call. No email. Nothing.
What makes this even more frustrating is that I have already endured the inconvenience of losing the use of my television due to damage caused during a service-related incident. One would expect that once a replacement has been approved, Samsung would make every effort to keep the customer informed and bring the matter to a swift conclusion.
Instead, I am left chasing answers and wondering whether anything is actually happening behind the scenes.
The replacement itself is no longer my only concern. The complete lack of communication and customer care has become the bigger issue. Keeping a customer in the dark for almost two weeks after approving a replacement is simply unacceptable for a company of Samsung's size and reputation.
I am requesting an urgent update regarding:
The status of my replacement television.
Whether stock has been allocated.
An estimated delivery date.
The reason for the complete lack of communication over the past two weeks.
At this stage, I feel that Samsung has failed not only in resolving the original issue promptly, but also in providing even the most basic level of customer service and communication expected from a global brand.
Case ***
Samsung, please explain why a customer whose claim has already been approved is being left completely in the dark.