TM
Theo M
1 reviews | Active since Nov 2012
06 Dec 2023, 09:14
Samsung online (SA) - only good department is the Apologies Department
We bought a 65" Frame TV online from Samsung less than 6 months ago. Due to a move, it was only installed 3 months ago. Samsung was adamant they have to install, which we were able to do once we could get them to understand there was a move involved. (plenty of forwards and backwards).
Now it has stopped working altogether; a technician eventually came out after a week. A major component was identified as the culprit. We have been working with ***.
As the unit is not even 6 months old, we requested a new unit. It has now been backwards and forwards again; we have to prove we bought the unit, which we did. We follow up regularly, with no joy. Yesterday we had a call asking us if we are happy with the service. WHAT SERVICE? The only department that seems to be working, is the Apologies Dept.! They all apologise profusely, but nothing gets done!
For what we paid, this is a (sad) joke. Unreliable product, unreliable service. I must say that WHEN we saw any team here, they were courteous and professional. Apart from that - would not recommend Samsung.
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Replies (3)0
Replies (3)
Samsung South Africa's replyOfficial
06 Dec 2023, 09:18 Good day Theo,
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.
Kind Regards,
SamsungZA
:^KK
Samsung South Africa's reply06 Dec 2023, 09:18
Official
Good day Theo,
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.
Kind Regards,
SamsungZA
:^KK
TM
Theo M's updateReviewer Update
06 Dec 2023, 17:31We are still awaiting the written offer to refund our purchase, as you mentioned this morning when you spoke to my wife. We cannot respond to a verbal communication in this regard. Eight hours later and, once again, no follow through (and no working TV). . .
TM
Theo M's update06 Dec 2023, 17:31
Reviewer Update
We are still awaiting the written offer to refund our purchase, as you mentioned this morning when you spoke to my wife. We cannot respond to a verbal communication in this regard. Eight hours later and, once again, no follow through (and no working TV). . .
TM
Theo M's updateReviewer Update
14 Dec 2023, 09:34This matter has gone from bad to worse. I would prefer to give Samsung no stars, if possible.
The different departments at Samsung are not talking to each other. The department that answers Hellopeter's complaints don't know what Client Service is doing.
Case in point: I received an email after my complaint here that we will receive a full refund in 3-5 days (after I sent proof of purchase) as there was no replqcement units in the country. That time has now passed; no response to interim emails and no further communication. Black Friday and Christmas deals have gone by but Samsung has not refunded us so we cannot make use of that.
On the other side, Client Service is dragging their feet, and unaware what we've been promised by email. Interesting point: people from Samsung who write emails don't use their names, but only initials. I've had an email from K.P. and the refund promise was made by M.P., whom also does not return my other emails.
This morning we again spoke to Client Service. There is one lady there trying her best, but the system works against her (bar the fact it takes days to move one step forward). To make this shorter: it seems they need to arrange a pickup first (not this week), then another 5 days for a refund and all that if everything works smoothly. Over the feastive weekends.
Summary: It has now been a month of to-and-fro with little to show.
We have not had a working TV for the past five weeks.
Client Service is quite useless and the people responding to Hellopeter seem out of touch, making empty promises.
It is impossible to speak to a supervisor.
We will probably not have this matter resolved before well into January, SAMSUNG JUST DOESN'T CARE.
The different departments at Samsung are not talking to each other. The department that answers Hellopeter's complaints don't know what Client Service is doing.
Case in point: I received an email after my complaint here that we will receive a full refund in 3-5 days (after I sent proof of purchase) as there was no replqcement units in the country. That time has now passed; no response to interim emails and no further communication. Black Friday and Christmas deals have gone by but Samsung has not refunded us so we cannot make use of that.
On the other side, Client Service is dragging their feet, and unaware what we've been promised by email. Interesting point: people from Samsung who write emails don't use their names, but only initials. I've had an email from K.P. and the refund promise was made by M.P., whom also does not return my other emails.
This morning we again spoke to Client Service. There is one lady there trying her best, but the system works against her (bar the fact it takes days to move one step forward). To make this shorter: it seems they need to arrange a pickup first (not this week), then another 5 days for a refund and all that if everything works smoothly. Over the feastive weekends.
Summary: It has now been a month of to-and-fro with little to show.
We have not had a working TV for the past five weeks.
Client Service is quite useless and the people responding to Hellopeter seem out of touch, making empty promises.
It is impossible to speak to a supervisor.
We will probably not have this matter resolved before well into January, SAMSUNG JUST DOESN'T CARE.
TM
Theo M's update14 Dec 2023, 09:34
Reviewer Update
This matter has gone from bad to worse. I would prefer to give Samsung no stars, if possible.
The different departments at Samsung are not talking to each other. The department that answers Hellopeter's complaints don't know what Client Service is doing.
Case in point: I received an email after my complaint here that we will receive a full refund in 3-5 days (after I sent proof of purchase) as there was no replqcement units in the country. That time has now passed; no response to interim emails and no further communication. Black Friday and Christmas deals have gone by but Samsung has not refunded us so we cannot make use of that.
On the other side, Client Service is dragging their feet, and unaware what we've been promised by email. Interesting point: people from Samsung who write emails don't use their names, but only initials. I've had an email from K.P. and the refund promise was made by M.P., whom also does not return my other emails.
This morning we again spoke to Client Service. There is one lady there trying her best, but the system works against her (bar the fact it takes days to move one step forward). To make this shorter: it seems they need to arrange a pickup first (not this week), then another 5 days for a refund and all that if everything works smoothly. Over the feastive weekends.
Summary: It has now been a month of to-and-fro with little to show.
We have not had a working TV for the past five weeks.
Client Service is quite useless and the people responding to Hellopeter seem out of touch, making empty promises.
It is impossible to speak to a supervisor.
We will probably not have this matter resolved before well into January, SAMSUNG JUST DOESN'T CARE.
The different departments at Samsung are not talking to each other. The department that answers Hellopeter's complaints don't know what Client Service is doing.
Case in point: I received an email after my complaint here that we will receive a full refund in 3-5 days (after I sent proof of purchase) as there was no replqcement units in the country. That time has now passed; no response to interim emails and no further communication. Black Friday and Christmas deals have gone by but Samsung has not refunded us so we cannot make use of that.
On the other side, Client Service is dragging their feet, and unaware what we've been promised by email. Interesting point: people from Samsung who write emails don't use their names, but only initials. I've had an email from K.P. and the refund promise was made by M.P., whom also does not return my other emails.
This morning we again spoke to Client Service. There is one lady there trying her best, but the system works against her (bar the fact it takes days to move one step forward). To make this shorter: it seems they need to arrange a pickup first (not this week), then another 5 days for a refund and all that if everything works smoothly. Over the feastive weekends.
Summary: It has now been a month of to-and-fro with little to show.
We have not had a working TV for the past five weeks.
Client Service is quite useless and the people responding to Hellopeter seem out of touch, making empty promises.
It is impossible to speak to a supervisor.
We will probably not have this matter resolved before well into January, SAMSUNG JUST DOESN'T CARE.