1 reviews | Active since Jan 2013
Samsung just don't care about customer service!
<p>I have a 4 year old Samsung TV which was no longer working after updating firmware obtained from their support site. I took it in for repairs, assuming that they would simply roll back the update. It is obviously out of warranty but since their update was the cause I expected no hassles. However I recieved an invoice for R1055 to replace a mainboard, which is a quarter of what I spent on the TV 4 years ago. I asked to speak to someone more senior and after more than 2 weeks, received no response. I did not expect such apathy from a giant like Samsung but it appears that once you have paid for their products, they have no further interest in you.</p>
Dear Jeremy,
This is to acknowledge the receipt of your complaint.
Kindly note that the query is currently escalated to our Voice of customer team under reference number: ***
A senior customer service execute will contact you with further discussions on this matter.
Regards,
Samsung team
Dear Jeremy,
This is to acknowledge the receipt of your complaint.
Kindly note that the query is currently escalated to our Voice of customer team under reference number: ***
A senior customer service execute will contact you with further discussions on this matter.
Regards,
Samsung team
Dear Jeremy,
This is to acknowledge the receipt of your complaint.
Kindly note that the query is currently escalated to our Voice of customer team under reference number: ***
A senior customer service execute will contact you with further discussions on this matter.
Regards,
Samsung team
Dear Jeremy,
This is to acknowledge the receipt of your complaint.
Kindly note that the query is currently escalated to our Voice of customer team under reference number: ***
A senior customer service execute will contact you with further discussions on this matter.
Regards,
Samsung team
I received the below response this morning:
Hi Jeremy
Unfortunately your TV was not damaged by software issue even if you did not reloads it..was going to die as wear and tear. Your TV is 2013 MODEL and obviously something was going to die as those TV does not last for ever.
Thanking you
Best regards
Danny Giliana
Technical Manager
I received the below response this morning:
Hi Jeremy
Unfortunately your TV was not damaged by software issue even if you did not reloads it..was going to die as wear and tear. Your TV is 2013 MODEL and obviously something was going to die as those TV does not last for ever.
Thanking you
Best regards
Danny Giliana
Technical Manager
I am obviously not satisfied with this response and my reply was:
Hi Danny
I do not accept that. I understand it's an older model which is no longer covered by the warranty, however it was working fine prior to the update. The only reason I attempted an update was in the hope of additional codec support for videos played through USB. Directly after the firmware installation, the TV did not restart. Therefore I can only conclude that the firmware I downloaded from the Samsung support website was the direct cause of whatever failure occurred.
I need a resolution here that is not going to cost me money as I updated a Samsung product using software obtained from Samsung and followed instructions to the letter. I am not satisfied that this is being attributed to wear and tear on a product which worked before.
Regards
I am obviously not satisfied with this response and my reply was:
Hi Danny
I do not accept that. I understand it's an older model which is no longer covered by the warranty, however it was working fine prior to the update. The only reason I attempted an update was in the hope of additional codec support for videos played through USB. Directly after the firmware installation, the TV did not restart. Therefore I can only conclude that the firmware I downloaded from the Samsung support website was the direct cause of whatever failure occurred.
I need a resolution here that is not going to cost me money as I updated a Samsung product using software obtained from Samsung and followed instructions to the letter. I am not satisfied that this is being attributed to wear and tear on a product which worked before.
Regards
I will not accept anything less than my TV back in good working order as it was prior to the virus I downloaded from your support site. I would also recommend that Samsung remove the defective files from their site and warn customers that their software may destroy the products they are using it on and will be liable for the cost of such destruction.
I will not accept anything less than my TV back in good working order as it was prior to the virus I downloaded from your support site. I would also recommend that Samsung remove the defective files from their site and warn customers that their software may destroy the products they are using it on and will be liable for the cost of such destruction.
As expected, Samsung takes no responsibility and in fact goes so far as to blame me. Apparently the update file I downloaded must have been *******ed (not their fault) even though it's a self-extracting archive which wouldn't extract were it *******ed. But what do I know? This *******ed file is theorised to be the cause of my problem (which the first idiot I spoke to said was IMPOSSIBLE). So now my options are to A) pay R1055 to fix my broken TV B) pay R200 to get it back as is or C) leave it there and forget all about it. But it's not their fault
As expected, Samsung takes no responsibility and in fact goes so far as to blame me. Apparently the update file I downloaded must have been *******ed (not their fault) even though it's a self-extracting archive which wouldn't extract were it *******ed. But what do I know? This *******ed file is theorised to be the cause of my problem (which the first idiot I spoke to said was IMPOSSIBLE). So now my options are to A) pay R1055 to fix my broken TV B) pay R200 to get it back as is or C) leave it there and forget all about it. But it's not their fault
So I'm still waiting for their technical report. I will never buy another Samsung product as long as I live.
So I'm still waiting for their technical report. I will never buy another Samsung product as long as I live.