SP
Seelan P
1 reviews | Active since Mar 2009
26 Feb 2023, 10:13
Samsung and its Retailers hide behind TAT at the expense of patient customers
I purchased a 58Inch Samsung TV from Game Stores in 2021 and last weekend reported a fault with the set. They said it would 72hours to for a technician to come out - which is like 3 days.. This was not done and clearly a blaming game between Samsung and Game as to who did not do their job by logging the incident. On Wednesday 22nd Feb after complaining to Game, Samsung called on Thursday and despite their internal mess, still insisted I wait another 72 hours, which takes me into next week. I called Samsung on Friday spoke to Olebogang from the call center who has no empathy, understanding or ability to escalate such a poor client client experience.. I wait... I dont think I will ever buy a Samsung product again from any South African retailer. Seelan ***
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Replies (3)
Samsung South Africa's replyOfficial
27 Feb 2023, 06:17Good morning Seelan,
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 reply27 Feb 2023, 06:17
Official
Good morning Seelan,
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
SP
Seelan P's updateReviewer Update
27 Feb 2023, 13:06Thank you. Before writing this review, I always understood that I would only be assisted on 28th Feb - which is 7 days after I logged the issue. My point is that, despite this long wait, your entire team hides behind SLA's and TAT without fully understanding the customers view point. I was contacted yesterday by Nthanga who insisted that my incident is booked to be fixed on Tuesday so I will need to wait for this happen!!
The precise issue raised is that Samsung uses retailers to sell/promote its products and when clients experience challenges, these retailers are the first point of contact, which tarnishes the Samsung Brand, when clients are treated like this. Be that as it may... Every appliance in my house is Samsung - from Fridge to Aircons, to Dishwashers etc and based on this experience, I will seriously consider your competitors when making any newer pruchase.
The precise issue raised is that Samsung uses retailers to sell/promote its products and when clients experience challenges, these retailers are the first point of contact, which tarnishes the Samsung Brand, when clients are treated like this. Be that as it may... Every appliance in my house is Samsung - from Fridge to Aircons, to Dishwashers etc and based on this experience, I will seriously consider your competitors when making any newer pruchase.
SP
Seelan P's update27 Feb 2023, 13:06
Reviewer Update
Thank you. Before writing this review, I always understood that I would only be assisted on 28th Feb - which is 7 days after I logged the issue. My point is that, despite this long wait, your entire team hides behind SLA's and TAT without fully understanding the customers view point. I was contacted yesterday by Nthanga who insisted that my incident is booked to be fixed on Tuesday so I will need to wait for this happen!!
The precise issue raised is that Samsung uses retailers to sell/promote its products and when clients experience challenges, these retailers are the first point of contact, which tarnishes the Samsung Brand, when clients are treated like this. Be that as it may... Every appliance in my house is Samsung - from Fridge to Aircons, to Dishwashers etc and based on this experience, I will seriously consider your competitors when making any newer pruchase.
The precise issue raised is that Samsung uses retailers to sell/promote its products and when clients experience challenges, these retailers are the first point of contact, which tarnishes the Samsung Brand, when clients are treated like this. Be that as it may... Every appliance in my house is Samsung - from Fridge to Aircons, to Dishwashers etc and based on this experience, I will seriously consider your competitors when making any newer pruchase.
Samsung South Africa's replyOfficial
01 Mar 2023, 10:05Thank you for posting your comment,
Your feedback is the utmost importance to our services/ performance/ business.
Your input helps us to define that / the experience.
Your feedback is the utmost importance to our services/ performance/ business.
Your input helps us to define that / the experience.
Samsung South Africa's reply01 Mar 2023, 10:05
Official
Thank you for posting your comment,
Your feedback is the utmost importance to our services/ performance/ business.
Your input helps us to define that / the experience.
Your feedback is the utmost importance to our services/ performance/ business.
Your input helps us to define that / the experience.