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Eben R

1 reviews | Active since May 2013

21 Feb 2020, 08:42

Samsung charging exorbitant prices for air-con parts.

Just over 5 years ago we purchased a 24000BTU air-conditioner for R14,000 and we have been servicing it every 6 months for all that time at around R600 each time (so another R6000+).

The "PC board / computer box" has now broken and the repair is R3,900!

It broke the week of 9 December 2019 and when I contacted the supplier/servicer (Cool Solutions) on 13 December 2019 Terrence Cooke informed me that they were closing for the holiday period and would re-open 20 January 2020. He referred me to James from "PLANET REFRIDGERATIONS(PTY)LTD" and they then could not get any parts since all suppliers (Samsung) were also closed.

I *eventually* received the quote on Thursday 20 February 2020. So for over 2 months we could not even attempt to get our air-con fixed.

Paying R3,900 to get this fixed is exorbitant. One could buy a notebook computer for that price!

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Replies (2)
Samsung South Africa
Samsung South Africa's reply21 Feb 2020, 10:45
Official
 
Good day Eben R,
 
We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly. 
  
A senior customer service executive will contact you with further advice on this matter. 
 
Regards, 
SamsungSA:^NP 
ER
Eben R's update02 Mar 2020, 09:39
Reviewer Update
I have been contacted by Samsung customer service stating that the relevant representative would get back to me in 24-48 hours. It is now more than a week later and no-one has come back to me. In the meantime I still don't have a working air-conditioner (approaching 3 months now) and Cool Solutions insists that I use James from Planet Refrigeration and even though I e-mailed him asking when the repairs could be effected he has not come back to me.

It seems as though repairs from Samsung and their authorised (hopefully so) dealers/installers/repairers is woefully lacking.

Terribly disappointing!