Samsung online (Fourways)

Firstly I am a very loyal samsung consumer. Every appliance I own is samsung from my phones to kitchen appliances big and small. Most new appliances are registered on my members account.

I like to start of explaining my condition and the scenario. I am a detective for the south african police amd was shot in a *******. I sustained a gun shot wound leaving me parallelized from the chest down. One of the requirements for my spinal injury is a airconditioner as I am unable to regulate body temperature. I had a fully working relatively new aux aircon 18000btu but it was costing to much to use. I opted for the samsung inverter unit after doing extensive research as I am also intending to utilize solar energy. I then first used samsung website which directed me to hirsch were I purchased 2 x 9000 btu ar7500 replacing working aircondioner of which I am having endless hassles. The installer tried to ***** my old units, the property was left dirty,the installer did not listen to my instructions,damage to the old units and to top it of the unit in my bedroom is now defective. That situation is finally being delt with after having numerous emails and a last resort to contact Margaret hirch directly. She didn't do any investigation with regards to the matter and started telling me about her staff and how well they are paid and they wouldn't ***** my goods. I have video footage with audio were one could see clearly what's happened. After going through all of that eventually and finally its being sorted. After being burnt once I decided to go directly with samsung to avoid all of the above.

I purchased a 18000btu ar7500 from Samsung on-line. Kr aircondioner was the installer assigned to me. They installed the unit and finished quiet late. The employees were very rude and frustrated and kept saying they don't get paid over time and were instructed many times to clean up by my wife. I think for this reason my premises was left dirty the samsung box and ruble is still my yard after the install and after the rectified install of which was done by the owner himself Desmond govender.

The installed unit was then tested that evening all seemed to be ok. The piping is in a room were the door stays closed and is utilized as a office/study. In the morning my wife informed me that the aircon leaked in the study were the piping was installed. She removed all items that were there to avoid further damage as there were a few laptops and screens. Upon closer inspection it leaked quite badly all over the electronic items that were on the counter top. The items included cellphones , projectors, screens, keyboards and religious frames that were placed there.

I then contacted Desmond and explained to him what had happened. He said he would see me shortly. In the meantime I tested all the items to see what was damaged. 1 x iPhone x 1x google pixel 3 a xl 1 x projector 1 x samwsung j7 pro All these items were in perfect working condition before the incident Once Desmond arrived he was very apologetic as to what happened. He removed the cover of the conduit it was evident that the leak was due to inproper installation of the drain pipe not having a flowing gradient. He himself admitted that it was gross negligent and the part of his employees . He then opted to return on Monday to rectify the issue knowing farewell that the aircon is needed by me. He pleaded with me not contact samsung as he would loose the contract and he is a new business owner. It was discussed all the damages and he agreed he will pay for everthing. I actually felt sorry for him and agreed providing that he would sort out everything.

Over the weekend I tried to assist him further by drying the damaged items to see if it would help and the would work. He then returned Monday to sort the issue out. He spoke to me and ask me to give him the amount and the exact it items needing replaced and he wil have it sorted by latest Friday. He was shown each item and the damages the had. The items where even tested in front of him as the projector turned on but showed a big black mark on the display and switched off.

He rectified the drain pipe gradient by adding another conduit of which installed in front of a shelf draw that is unable to be used with out taking the others out.

He requested me to have the replacement value for the items before he leaves so that it can be sorted out as soon as possible.I was unable to see him or speak to him before he left on Monday as I wasn't well. He messaged requesting the value of the items.

After sending the items through he called me a few hours later to tell me he will be going with his insurance . I was not happy as he informed me prior to this his isn't covered as he is a new policy holder. At this point I began to get upset as I felt that me as a customer is the one who is being inconvenient let alone being taken for a ride.

He then gave the phone to his wife saying she would explain. She was very rude and arrogant and said that I have to be patient as they are trying to assist me if I want to contact samsung I must do so. To me it seemed as she believed they were doing me a favor to replace my goods. She said her insurance will contact me to validate the damaged items and assess. I told her she can do what she needs to and so will I. At this point I felt me being the customer I have already been inconvenienced so much and have to still further avail myself for an insurance company and work according to what they needed

I went to fourways (samsung) as I purchased the item from the online store to show how I am being treated as a customer. I am the one that is being inconvenienced aswell as property being damaged due to negligence and improper installation. One can clearly see I've been very understanding and sympathetic to the cause only to be told I must contact samsung. After Desmond with trying to repair my own products and allowing him to to pay for the items so that he does not loose his contract.

This is not the customer service I would expect from a company like samsung. I chose the direct route and I am still receiving the same if not worse service. It is now two weeks later and there is still no resolution only to be told by fourways (samsung) that I should follow up with Desmond the installer myself.

So to samsung my question is I purchase an aircondioner directly only to be given the worse customer service . I have spent over R150 000 in the last 4 months on samsung products only to be treated this manner

I have followed the normal channels to resolve the issue and still no resolution

I have emailed *** twice explaining the situation and I didn't even get a reply let alone an acknowledge . On your website it states the email is monitored by the C.e.o directly. This leads me to believe that is **** or the C.e.o doesn't care about loyal samsung customers and the service they receive

I hope this finds its way to some one who will be able to assist me as the value of the damaged products is +-R30 000. I really am loosing faith in a product brand that I stood by.

If anyone wants to verify anything I have all documents, photos,wattsapp chats, emails and all my receipts for all the samsung products purchased so far