Samsung disgusting service

Item: Samsung South Africa
Rating: 1
Author: Leslie K

Good day,

I am utterly disappointed with the level of service or lack there off that I have received from Samsung customer service and verification departments.

I will like to lay a formal complaint due to this.

I have placed an order for a Samsung 50 inch crystal uhd TV via the Samsung Estore, on the 13.12.2020. My wife was then contacted regarding the TV license which was under my father in laws name as we are living at his house. She was advised by the Samsung representative that I would need to get an affidavit stating that I live with my father in law.

I obtained the affidavit and sent to Samsung via the email address that was provided to my wife.

A few days later I was contacted and told that the TV license is still an issue, I stated that I was advised by Samsung to get an affidavit and that would have been good enough. The representative was unhelpful and could not find the type of account that was used to place the order. I was then advised that I need to purchase my own TV license. I did so the same day and sent through my TV license number and a copy of my ID to the verification team. I called back the same day and the Samsung customer service representative said she will call me at 10am the next day, after she checks with the verification team and asks them to dispatch my order.

This never happened and what followed was a number of calls to Samsung customer service and being placed on hold which no assistance. Each time I requested to speak to a manager, they where either in a meet or having issues with their line. I was promised twice that a manager will call me back and that never happened.

I am a call center manager for a UK online retailer and I am fully aware of how customers should be treated and the TCF/consumer rights policies.

This level of service is disgusting especially as Samsung is a massive company.

I need this matter urgently addressed and to have a manager or verification manager call me back urgently.

I have added my order number to the subject and my details below.

Regards, Leslie Kisten *** ***

Helpful (0)

Replies (5)

Samsung South Africa's replyOfficial

22 Dec 2020, 09:47

Good Day Leslie ,
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.

Regards
Samsung ZA
NM

Samsung South Africa's reply22 Dec 2020, 09:47

Official

Leslie K's updateReviewer Update

23 Dec 2020, 09:51

I finally received an email to say that my documents was received and my item will be sent to me. Now I get a call from Tiffany Milton from Estore Voc. This person says that she received my complaint and will be assisting me. I finally thought I was getting somewhere now, until she asked me to tell her what happened. I was shocked as my email was detailed with what happened. Then she says that I must resend my TV license number and proof of purchase. I was dumbfounded as this was an online purchase and I had just given her my order number. She did not have access to the emails sent to me. She was rude. She then said she needs to check with the verification and Estore departments around the email I received and that she will call me back. When I asked if I will get a call back today she said she will call me back. I asked for her name and surname. Again I confirmed if she will call me back today and then she responds by saying she cannot promise that. I was outraged as this person doesn't not know what she is doing. She than says she will call me in the week. I have been Waiting since the 13th of December and now I must wait another week for a call. When I asked why she cannot call me back today, she rudely reply its my job and I have other customers to deal with. This person is disgusting and I do not understand how she can be working for the complaints department. She kept speaking over me and could not give me any definite answers. Can Samsung please help me get my order. Urgently

Leslie K's update23 Dec 2020, 09:51

Reviewer Update

Leslie K's updateReviewer Update

23 Dec 2020, 09:57

I have also requested to speak to her manager, she said that she will be the highest for mystery I will be able to speak to. I asked for all the call recordings and she stated that she will email her manager to see if this is possible. Like I said I am a call Centre manager and customers have full rights to request call recordings. I want my order delivered and compensation for all of this nonsense that I had to go through

Leslie K's update23 Dec 2020, 09:57

Reviewer Update

Leslie K's updateReviewer Update

28 Dec 2020, 08:42

Hi Samsung, it is been 15 days since my order has been placed. And I have no response or idea where my TV is. This is just frustrating as you have my money but you don't want to send my TV. I am tired of calling and being messed around. Call me urgently or I'm going to take legal action

Leslie K's update28 Dec 2020, 08:42

Reviewer Update

Samsung South Africa's replyOfficial

28 Dec 2020, 13:24

Hi Leslie, your query has been escalated, please wait for feedback. We will inform you once it has been resolved. ^NM

Samsung South Africa's reply28 Dec 2020, 13:24

Official

Hi Leslie, your query has been escalated, please wait for feedback. We will inform you once it has been resolved. ^NM