SAMSUNG aircon units unreliable -a true story of disappointed after-sales service

My Samsung Wind-free aircon does not heat up. This results in a very uncomfortable work day for me, especially this time of the year when I need it the most. The first time I used my air conditioner on heat mode in May 2022, I realised that the aircon was not heating up. Actually, it heats up to 23 degrees and not 30 degrees as set on the aircon remote, then blows out this cooler air. I contacted AC direct to service and inspect the unit. After many calls to them, they eventually sent a senior technician on the 1st of June 2022 to test the unit. The senior technician was on the phone with Samsung as he was not experienced with fixing this problem. He left and asked me to run the aircon until it heats up. 5 hours later, it still didn’t heat up. I contacted AC direct and after numerous calls (of which none of them returned until I logged an issue on social media), AC direct sent out 3 technicians to investigate the problem. The problem was identified but not repaired. AC direct contacted me and indicated that they want to send another senior technician to investigate again whether there are additional issues! So now, after all this, I’m still sitting without my aircon, making my working environment uncomfortable. I usually associate the SAMSUNG brand with quality and brilliant after-sales service, but my mind has changed since this event. I now associate the SAMSUNG brand with poor quality aircon units, poor quality services, shortage of parts and the inability to replace the aircon unit without any issues. The question is why SAMSUNG is partnering up with distributors like AC direct to sell SAMSUNG products when it is clear they do not have the technical knowledge and experience to identify possible issues. Has SAMSUNG gone this far to destroy its brand by doing this? I am genuinely disappointed!