Samsung

I purchased a Samsung washing machine from Makro . When I purchased the machine I queried with the sale person about the quick wash cycle . I told the sales person I had a Samsung washing machine and it had a function were the quick wash was 28 minutes and I am looking for a machine to do the same . The sales person advised me the machine does have a quick wash function and will do the same as my previous machine . I brought the machine in December last year . When I first used the machine the clothes looked like it didn't wash more like rinsed . There was no omo or sta-soft smell on the clothes . I washed clothes on the longer cycle So I read the manual just incase I was doing something wrong and on the quick wash cycle it stated only 2kg . I tried putting only a few items but still the same. So I went to Samsung in Gateway and spoke to one of the sales person and he advised me that I can wash a full load not just 2 kg . I go back home and try again and still the machine don't wash properly . I then went to Makro with my complain the sales lady at the department advise me she can’t lodge a complaint based on the machine not giving the clothes a nice smell although using sta soft . I told her what is the point for using stasoft and detergent if the clothes dont have a nice smell and not washed properly . After much fussing she took down my complain . After couple weeks I received a call from Makro (a person called Brian ) advising me Samsung technicians will come out and look at the machine . After 2 weeks I received a call from Samsung technician advising they are coming to examine the machine , I told the technician to please come around 5 pm because that is the time I be home . he came to my house when I was not there nevertheless he only put sta soft in the machine and run the cycle for 15 minutes . Before the cycle was complete I was at home . When I took out the washing I made his smell the clothes and he and his assistance agreed there was no smell and the clothes looked rinsed . Then I queried with the technician about the 2kg load he advised me the 15 minutes quick is for underwear’s only .At that time I told the technician I don’t want this machine and want a refund . He advised it was not his call to make and he would submit his report based on what he saw . He also advise if Samsung was not happy with his report they would collect the machine and test it at their centre . I never got any feedback from Samsung or Makro so I unplugged the machine and continued using my old machine . I called Makro Corubia to speak to Brian but it went through their headoffice and the person who I spoke to said they will get Brian to call me , days went and I called again and Makro Headoffice advised they will escalate . When Brian finally called me I asked him for feedback and he advised he didn’t get anything from Samsung and he would call and get back to me . After a few days I get a call from a person called Melish from Samsung , I explained to him the whole story he advised there was no report on his system and he will need to send the technician again . When I told him the technician told me the quick was for underwear’s only he told me no its for light clothes like tee shirts . Basically Samsung neither Makro was educated on this product they were selling because I received different feedback from different people . How is this possible that they don’t know anything about the product they selling to customers ?When the technician came to my house they saw the machine was unplugged and kept in the room and I was using my old machine . They carried the machine outside to test , I showed the technician I was using Omo washing powder and sta soft no replica’s in the machine . I put the clothes into the machine and let it wash . After the clothes was washed I took it out of the machine again I gave the technician to smell it , there was no smell of the washing powder never sta soft , the clothes was just rinsed . Then as I took all the clothes out there was excess water in the drum , so although the machine spinned the washing all the water didn’t drain out . The technician took pictures inside the machine and from the outside . He made me sign to say they did come an test and them told me they will submit the report . I waited still no reply from Samsung or Makro for 2 weeks I called Makro ( Brian ) he assumed the issue was resolved which was not he told me he will get his manager to call . I waited the whole day no calls received , then I called the next day and Brian was not at work so I spoke to Sash explained to her the whole story again and she advise she need to speak to Samsung because they can’t do much . I asked her why Makro has not informed me about the first time and she said Brain received the report only on Thursday 1/07 I told her that was only the second report why was I not informed the first time . She then advised Brian is only assisting now so I said no Brian has been handling this from the beginning . She told me she will speak to Samsung and get back to me . I remember the call from Samsung was a Jhb number so I search on my cell under call log and found the number . I called Samsung but spoke to another person called ( Kaniysa ) and explained everything again he escalated and advise someone will call . The problem was escalated and then I saw a missed call from Samsung I called the number gave my cell number as the reference which Melish gave me and went through a person called Thandi . I explained the whole story to her again and she advised me the report that was submitted from the first technician and second didn’t find any fault. I was quiet upset and frustrated that knowing the problem the technician filled a report saying nothing was wrong . I asked her why was I not informed the first time when the technician sent the report she didn’t have an answer. So I asked her what about the pictures the second technician took did they not upload to them , she advise they didn’t receive any pictures . I told her she need to question the technician because they didn’t give the full information . I told Thandi I didn’t want the machine and I want a refund , she advised me she will send the experts to look at the machine . I told her whether the experts come or not I don’t want the machine . She said it passed the 6 month period of refund so they can repair it . I told her I didn’t want a repaired machine and want my refund she insisted that it’s out of the six month period . I explained to her my complaint was done way before the six month but she advise because the technician said they was no fault they have to repair it . I didn’t receive any calls from Samsung or Makro how is this my fault ? I told Thandi covid numbers are increasing daily and now I need to allow people in my house . Aside from covid I told her my son currently has chicken pox so the technicians can’t come to my house , they must give me a call and I would advise . I then received a called from Makro (Sash) she advised me Samsung experts will come out to check the machine , I told her as well my child has chicken pox and they must call first . I didn’t receive any calls and the Samsung experts went into my house with my sick child at home , when my younger son called me to tell me the guys from Samsung was there I spoke to a guy by the name of Michael and advised him he needs to leave my house . I am a hindu and we treat chicken pox different from other religion and no one is allowed to enter my house with shoes and the experts just walked in . I explained this to Michael as well , I told him I did advise Thandi my child is not well , he apologized and said he was unaware . He advised he was given the call but my number wasn’t given to him and he was in the area so he came he was not advised my son had chicken pox . This is not acceptable , Samsung cannot convey import details to their experts ? After a week Ididnt get any calls from Samsung experts so I called him and he advised the next time he is in the area he will contact me . Then we had the week of unrest , after the week I contact Makro and Samsung they boyh advise they are sending the experts . I waited and contacted over and over but no proper feedback . About 2weeks ago i was very upset with Samsung and told them if they dont do any thing i will go legal to the ombudsman and throw the machine outside Makro . I get a call from Samsung that afternoon telling me to go to the ombudsman . I asked the person to ask the supervior to call me but they didnt so the next day I went to Makro . The manager Sash was not there so I spoke to Donovan another manager . He listened to me and told he will assist I must email him which I did on Monday 16th of Aug . On Wednesday the 18th i emailed him to ask if he had any feedback he advised on email a new reference number and they can only move forward once the tech reports shows my machine is faulty. Thursady I call Donovan to query when the technican will come out and he advises me in 48 hours they will contact me . I get no calls or emails so I email Donovan on Tuesday advising him no one contacted me and im tired of no getting feedback . He tells me they are dealing with allot of complaints and if i need to take it further i must contact their headoffice . He said he was unaware that Samsung didnt send tech and he had to make special arrangements now and if they dont contact me in 48 hours i must contact him. He advise me that tech came out and didnt find a fault so there is nothing they can do . I told him if there was no fault i wont be wasting my time sending emails and calling . Makro treats us well when we purchasing but once we purchase they dont assist and Samsung dont appreciate customers who are loyal to the brand. I always purchase Samsumg products and this is the first time i am having a problem but their customer care is very poor.