Samsung are *******

Customer service (inital) message 1

Am absolutely disappointed with samsung this year let me preface this letter by saying

I buy a new samsung tv every 2 years my my previous version before this was the Qled 60, i own a s21 ultra my entirehousehold is full of your appliances.

Iv been monitoring prices on the neo quo my first point of call was the samsung online store and takealot iv been watching prices on takealot for many months so im well aware that the 'discount' for black friday was greatly exaggerated as the price of 25k was advertised before many times.

I waited patienty monthe for black friday and on the samsung website it was advertised as a Black November month in particular on my product in question there was no mention of any 2500 rewards back .....

I know manufacturers generally control the black friday prices but i made sure to ask the retailers in question makro as well as simplex where i eventually purchased the device from whether the wound be any specific black friday day or week deals i was told those specials had already started and these prices are set and no further specials will be run by samsung . Furthermore i was told that if any further black friday deals do arise that credit would be passed on from samsung to the retailer in question and he would reimburse me..

When i was in to speak to a samsung sales agent he was extremely rude insinuating that it was my own fault for basically being misled and duped by the stores as they were trying to make a sale... i explained my frustration as samsung online was my first point of call and no mention of the rewards back was or obviously i would have purchased the device from there his only response was that its an online deal and samsung ts and cs allow the changing of deals at anytime ... then dont advertise a black friday month and deceive customers implying black friday month this is for the convenience for the customer when every intent is to change the promotion. I then called the store i purchased from and was told that samsung head office was emailed and they said the website deal was a misprint and it was being changed ... what how unprofessional is this .... the samsujg distributers were shocked when i told them the agent in question asked me to return the tv after its already being mounted and purchase from the website while also maintaining that even if i did do this theres no guarantee the same deal will be available to me ??? What loyaty does this show for your customers? then explained my frustration and not wanting to go to hello peter or social media before i chatted with a supervisor who i waa sure would understand my plight. the agent aggressively said oh he is just going to tell you what i said but escalated it and Noone has since called me .... i am second guessing buying your products in the future

Kindly contact me *** to resolve this

This was the initial complaint.

SINCE THEN THIS MATTER HAS GONE SO FAR OUT OF CONTROL!!!!!!!!!

I received a call on the 24th from the escalations department who was another unhelpful person claiming that the case will now be closed. She fully understood that Samsung was wrong and how incensed i was and they were losing a loyal customer especially after the misinformation presented from the website and the rude sales agent and was going directly to lay a complain but didnt seem to care...

I was jilted. I just decided to never purchase your products again so losing a lifelong customer by showing 0 concern.

I did not further pursue the matter until being called by a samsung agent on the 28th. The sales agent started the conversation mentioning and open complaint on open account.. Told me this will be addressed gave me every assurance me this matter was been escaled to the highest levels of customer support who will assist me further and that this matter will be resolved. After this she proceeded to take a survey for the installation team later realizing i was again duped just so she could get this information from me.

I waited patienty to be called back as she advised i would be but to no avail. At this point like a yo yo from the entire samsung team and wasted hours upon hours of my life please review all the call made. ....the ineptitude shown From marketing, to support to management, to store level support, to escalation... From Incompetence being outright rude, 0 customer relations. to false advertising all the while Samsung Sa refuses to acknowledge any blame and keep faulting the retailer . Waiting 18

I then contacted escalations numerous times being already frustrated to try to reach the manager assigned to my case... the same unhelpful person who called on the 24th.

On top of a disgruntled customer she while polite refuses to call back as promised every single time. after telling me she was going to do so. On the 1st i was told i was going to be called back in half an hour. Nothing upon a whole day later when i called back where I was told that she couldn't hear me due to reception and I would again be contracted back immediately right back and nothing till I called back shortly after.

Again she just continued to accuse me of then potentially lying about the agent who called me on the 24th even agreeing that it was wrong for them to say a case is escalated when it was clearly closed. I told her all calls are recorded and it's no longer about the money but this is unacceptable.. I asked her to please review the call. I was told it would make no difference to the situation... I said I won't care I'm asking for a responsibility and again requested to be contacted after the calls were all reviewed.... Till then I'm still waiting and I don't expect her to call if I don't chase the matter I'm just wasting my time here it seems.

Escalated to the highest levels of customer support im told The ineptitude of staff continues as thandi very unprofessionaly never returns calls she promised to. Is this how you handle an already beyond disgruntled loyal customer samsung ????

Unless you aim to help or hear me further please do not contact me back as im way beyond my wits end by being apologized to it does nothing for me. i will take my business elsewhere as no care has been shown. I have all evidence to run a full on smear campaign but i have more integrity than your advertising and support team but esp after thandi I will now be posting this to hello peter and submit it to the daily news newspaper and the gazette should they choose to print it.

Why did u have to **** me off so much when this matter could have been resolved by the smallest of tokens or understanding even maybe a charger to say sorry. Wow!!!

I run a marketing agency fyi and know how both false advertising and customer support should be handled..

I also have a inside information on how brand soldiers abused Samsung promotional items to the point that would shock you. I also have recorded conversations with staff being dismissive, rude and unprofessional as well as a screen shot of the 'false' advertising on the site...

Good day Shaheen ,

Your concerns have been duly noted.

As per contact made with reference number:***, by our Voice of Customer Advisor.

We have sent you an email dated 24.12.2022, with our conclusion on this matter.

Thank you for your patience and understanding.

Kind Regards, Samsung ZA ^NM

Why not share this response publicly Did you even investigate the staff member who unjustly promised this matter would be resolved

I will expose the lies as marketing was wrong and even the rude sales agent refused to even call back to apologize. It's now about principle you guys refuse to take responsibility or even return calls . Thank you for a cost of a token charger I hope the tarnishing of the brand and losing a lifetime customer is worth it ... like I said you only have your service and marketing team to blame I hope they have fun because I'm not going to stop . .. disgusted that this is a world wide corporate company well samsung head office is going to hear about all these antics

Acknowledged the wrong that was done by both the first agent the store in quetion and