Samsung and lack of transparency and competence: Yet another Deceived customer

I bought a SAMSUNG QLED 55" TV from Tafelberg Frunishers in June 2021. In July 2023 I reported the TV with a black vertical line running down the screen. Tafelberg reported it to SAMSUNG and an not even a sorry to hear about the problem.

I decided to contact SAMSUNG SA in JHB and started with a long tedious process which was more a waste of time. 1. The first call to the call centre was in July was taken by a Lebo who try to sort out the problem. They offered me a free accessment of the TV. During this call it was said that a short period even after your warranty expire, SAMSUNG will still assist under warranty. My fault was reported to Tafelberg within 3 weeks after the warranty expired. After about 10 days of not hearing anything I called again and spoke to Lebo once again.

A few days after the call I received and sms that the TV was received at their repair centre and that the call was closed. This was a suprise to me as the TV was still standing in my lounge. I called onve again and spoke to Lucia on the call centre which was a very competent call centre agent. She really tried her best. She eventually put me through to the Voice of Customer which I would rather not even allow to speak to customers with her attitude. Nomazizi Ndladlana didn't even try to help and just said that unfortunately my warranty is over. No feedback to where the sms came from and why it stated the TV was collected or the call closed. I got a bit irritated with her and her reaction to this was, she will send me a letter stating that they won't assist and that I can take it up with the Consumer Ombudsman.

When I didn't receive any letter I called again, and luckily manage to speak to Lucia again. Once again very helpful. She managed to put me through to Nthlanthla Hlatswayo who tried to assist. They kept going back to the fact that a letter was sent and that no assistance will be given, and all of a sudden they don't know about the free assessment.

Nthlanthla mentioned that apparently a letter was sent to me, and that his hands were tied because in the letter they stated the warranty expired and that it is too long after that period. He still offered to try again.

I called back the next day after I suddently received and email with a letter attached 28 July 2023. Nthlanthla then put me through to Nomazizi once again, which I found quite rude on the phone. I asked if I could speak to her supervisor Thandi, which up to today didn't even return my call.

Fighting a company of this size which couldn't even give a damn about their customers, what can one do, I suppose just stop supporting them. For a company to survive, they do need customers.

Next step will be to take it up with the Consumer Ombudsman.

I have only ever used Samsung appliances but I will never ever purchase any product from them.

I am really disappointed. TV and computer screens, SAMSUNG were always the choice of brand. There is an exception to every rule, and every case should be looked individually. But do you think they have the integrity to do that, after the Voice of Customer treated me with her attitude and incompetence I have no choice to complain to Ombudsman.