KW
Keith W
1 reviews | Active since Jan 2022
16 Jan 2022, 15:45
Samsung please help a desperately sad, frustrated, upset and annoyed customer
To whom it may concern:
I am posting here in the hope that someone from Samsung can assist me and address my issues and lack of support and receipt of poor service.
In short, I have two Samsung devices that require repair and cannot get Samsung South Africa to assist me, nor proper meaning full feedback. Once of the devices I have been trying to get repaired since middle of 2021.
I would like to say that:
II have owned or currently own the following Samsung products to date, love their products, have always thought them to be amazing and have purchased them whenever I could afford too. Some of the products I own currently or have owned over the years are
• Galaxy S2 • Galaxy S4 • Galaxy S7 • Galaxy Note 8 • Samsung S20+ • Two Samsung fridges • Galaxy buds • To Samsung Galaxy Tab S7 • Galaxy Watch • And more
Also, my wife has been and currently is the owner numerous Samsung products over the years, and it is only in the last +/- 1-2.5 years (it all started when I tried to get my wife’s Samsung Watch repaired and was out of warrant due to covid and not being able to get hold of the right people on the right channels), I have become so disappointed and unhappy as a loyal customer at the service that I have received has been shocking. Personally, of late the service received of late has been so bad that it has been the worst after sales service I have received from any manufacturer on any item that I have purchased ever.
I 100% percent feel that Samsung do not value me as a customer anymore, cannot provide customer service and do not want to fix products, that should not have the issues I am experiencing, in such short periods of time when I look after my products and follow all care instructions to prevent such things from happening.
I have also noticed, when looking on the internet for who to contact, that I am not the only disappointed customer at service received please see customer reviews on the links below (only a few I selected there more instance like this on the internet):
• https://www.yellosa.co.za/company/338391/samsung-electronics-pty-ltd-head-office
• https://www.hellopeter.com/samsung-south-africa
Please see below the details of what has transpired regarding the two devices in question:
Samsung Galaxy S20+ (IMEI: ***):
• The phone has what appears to be screen burn, how on such a well looked after phone and care for phone? • I need have this replaced under warranty • I have tried to get response on this from calling Samsung support, and every time they cannot find my details of the call / issue logged and every time the log an escalation and I have no response, no feedback • Also, I am so disappointed that when I did everything to look after the phone and prevent screen burn (auto brightness, lowest screen time out, dark mode on phone, dark mode on all apps) and yet I get screen burn on an app it would appear was in dark mode • I have followed every recommendation on their website to present this and every recommendation I could find online from date of receiving my phone and this still happens, so soon I might add which is disappointing to say the least for an expensive top of the range device like this • Also, I do not have a spare to use or funds to purchase nor should have to whilst this issue get resolved and should not have occurred • FYI – Samsung Support used my cellphone number *** to reference all the calls etc.
Galaxy Buds Live (S/N RFAN80VNZBP):
• There where free on promotion with a Galaxy Tab 7 that was purchased last year in April /May 2021 • I received the buds as faulty and on the same day as receiving them, I called the Samsung call and followed their procedure to get the find out what could be done. Note this was in June / early July 2021 • To date I received no feedback from Samsung and on Friday 14 January 2022, I called them yet again to find out what was going on and they informed me that the call had been escalated last year in July 2021 • FYI – Samsung Support used my cellphone number *** to reference all the calls etc.
I do not want to but will, if I must, fight with a company whose products I have always enjoyed used and to be honest loved for many years. I am sad to date and apologise that I have had to fight and raise my voice and get angry with people who work at Samsung during this process. However, I feel helpless as a customer in resolving this, even though it is fair of me to ask for it to be resolved.
So, in one last attempt I reach out to have someone assist or have then get the relevant person to assist me in the appropriate manner than I deserve (promptly, without delay, without inconvenience and without massive turnaround times). To be 100% I want to repair this relationship resolves this and move forward and it makes me sad that I have write this mail as a customer of what I believed to be a great company, if not the best.
If you require any further information and would like to discuss further or need any further information. Please contact me on +***3
Samsung please help!
Helpful (0)
Replies (13)0
Replies (13)
Samsung South Africa's replyOfficial
17 Jan 2022, 07:33Good morning Keith,
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
:^SS
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
:^SS
Samsung South Africa's reply17 Jan 2022, 07:33
Official
Good morning Keith,
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
:^SS
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
:^SS
KW
Keith W's updateReviewer Update
17 Jan 2022, 10:22Good Morning Samsung
I am totally disappointed in the response above and still have zero confidence these issues will be resolved, to be honest.
Once again Samsung has escalated, and I say once again as this issue has been escalated on multiple occasions, yet I sit with an outstanding issue. Surely Samsung can see that their own escalation process does not work?
Now we have a further 48 hrs. to 72 hrs. to go before I have have any hope of hearing anything from Samsung, who by now should be ashamed of this. Why not actually pas this on to a senior or regional manager to deal with the problem and stop sending mails into automated queues, which clearly show that in no way is this a priority.
So I still have zero confidence that a) I will receive feedback, b) the issues will be resolved and c) that I will receive any for of real and meaningful customer service to be honest.
I would like to make it noted that I would like to request that a Senior / Regional manager calls me to resolve the issues and that I am treat like a client they care about and are sorry that they have messed around as they have.
I look forward to Samsung's response to this and hope that this matter can be resolved.
I am totally disappointed in the response above and still have zero confidence these issues will be resolved, to be honest.
Once again Samsung has escalated, and I say once again as this issue has been escalated on multiple occasions, yet I sit with an outstanding issue. Surely Samsung can see that their own escalation process does not work?
Now we have a further 48 hrs. to 72 hrs. to go before I have have any hope of hearing anything from Samsung, who by now should be ashamed of this. Why not actually pas this on to a senior or regional manager to deal with the problem and stop sending mails into automated queues, which clearly show that in no way is this a priority.
So I still have zero confidence that a) I will receive feedback, b) the issues will be resolved and c) that I will receive any for of real and meaningful customer service to be honest.
I would like to make it noted that I would like to request that a Senior / Regional manager calls me to resolve the issues and that I am treat like a client they care about and are sorry that they have messed around as they have.
I look forward to Samsung's response to this and hope that this matter can be resolved.
KW
Keith W's update17 Jan 2022, 10:22
Reviewer Update
Good Morning Samsung
I am totally disappointed in the response above and still have zero confidence these issues will be resolved, to be honest.
Once again Samsung has escalated, and I say once again as this issue has been escalated on multiple occasions, yet I sit with an outstanding issue. Surely Samsung can see that their own escalation process does not work?
Now we have a further 48 hrs. to 72 hrs. to go before I have have any hope of hearing anything from Samsung, who by now should be ashamed of this. Why not actually pas this on to a senior or regional manager to deal with the problem and stop sending mails into automated queues, which clearly show that in no way is this a priority.
So I still have zero confidence that a) I will receive feedback, b) the issues will be resolved and c) that I will receive any for of real and meaningful customer service to be honest.
I would like to make it noted that I would like to request that a Senior / Regional manager calls me to resolve the issues and that I am treat like a client they care about and are sorry that they have messed around as they have.
I look forward to Samsung's response to this and hope that this matter can be resolved.
I am totally disappointed in the response above and still have zero confidence these issues will be resolved, to be honest.
Once again Samsung has escalated, and I say once again as this issue has been escalated on multiple occasions, yet I sit with an outstanding issue. Surely Samsung can see that their own escalation process does not work?
Now we have a further 48 hrs. to 72 hrs. to go before I have have any hope of hearing anything from Samsung, who by now should be ashamed of this. Why not actually pas this on to a senior or regional manager to deal with the problem and stop sending mails into automated queues, which clearly show that in no way is this a priority.
So I still have zero confidence that a) I will receive feedback, b) the issues will be resolved and c) that I will receive any for of real and meaningful customer service to be honest.
I would like to make it noted that I would like to request that a Senior / Regional manager calls me to resolve the issues and that I am treat like a client they care about and are sorry that they have messed around as they have.
I look forward to Samsung's response to this and hope that this matter can be resolved.
KW
Keith W's updateReviewer Update
17 Jan 2022, 12:52Hi Samsung
I get this is process, however please with outmost urgency get the relevant Senior person who can resolve this, you have my contact details.
As when you say they will contact me the issue I have is that Samsung has said this in the past repeatedly and not done so and has required me to make further contact, which is unacceptable from a customer service standpoint.
However we all understand there is an issue nd Samsung want help or so they say. So I think it is more professional to now take this matter off-line and have Samsung call me as requested above.
Also as a side note, it is odd that I get fast and frequent response and feedback when reporting Samsung on hellopeter, but cannot be afforded the same level of service, when dealing directly with Samsung directly on their official channels, following the required process.
I look forward to your phone call, our discussion and resolving this issue and hopefully repair the relationship.
I get this is process, however please with outmost urgency get the relevant Senior person who can resolve this, you have my contact details.
As when you say they will contact me the issue I have is that Samsung has said this in the past repeatedly and not done so and has required me to make further contact, which is unacceptable from a customer service standpoint.
However we all understand there is an issue nd Samsung want help or so they say. So I think it is more professional to now take this matter off-line and have Samsung call me as requested above.
Also as a side note, it is odd that I get fast and frequent response and feedback when reporting Samsung on hellopeter, but cannot be afforded the same level of service, when dealing directly with Samsung directly on their official channels, following the required process.
I look forward to your phone call, our discussion and resolving this issue and hopefully repair the relationship.
KW
Keith W's update17 Jan 2022, 12:52
Reviewer Update
Hi Samsung
I get this is process, however please with outmost urgency get the relevant Senior person who can resolve this, you have my contact details.
As when you say they will contact me the issue I have is that Samsung has said this in the past repeatedly and not done so and has required me to make further contact, which is unacceptable from a customer service standpoint.
However we all understand there is an issue nd Samsung want help or so they say. So I think it is more professional to now take this matter off-line and have Samsung call me as requested above.
Also as a side note, it is odd that I get fast and frequent response and feedback when reporting Samsung on hellopeter, but cannot be afforded the same level of service, when dealing directly with Samsung directly on their official channels, following the required process.
I look forward to your phone call, our discussion and resolving this issue and hopefully repair the relationship.
I get this is process, however please with outmost urgency get the relevant Senior person who can resolve this, you have my contact details.
As when you say they will contact me the issue I have is that Samsung has said this in the past repeatedly and not done so and has required me to make further contact, which is unacceptable from a customer service standpoint.
However we all understand there is an issue nd Samsung want help or so they say. So I think it is more professional to now take this matter off-line and have Samsung call me as requested above.
Also as a side note, it is odd that I get fast and frequent response and feedback when reporting Samsung on hellopeter, but cannot be afforded the same level of service, when dealing directly with Samsung directly on their official channels, following the required process.
I look forward to your phone call, our discussion and resolving this issue and hopefully repair the relationship.
KW
Keith W's updateReviewer Update
17 Jan 2022, 15:03Hi
Just as I thought Samsung has let down another customer. I was called earlier and whilst trying to inform them to call me back at 3pm because I was going into a meeting.
The response was sir you have to take the two device into Samsung and we will try and get someone to call you back. This is unacceptable customer service after how long this has been going on.
Please can I senior manager for the Gauteng Region give me a call to discuss and resolve as a matter of urgency. Someone in authority and someone who cares to resolve the issue.
I expect to receive your call urgently without further escalation and delay, as this is so poor from a customer service perspective.
Just as I thought Samsung has let down another customer. I was called earlier and whilst trying to inform them to call me back at 3pm because I was going into a meeting.
The response was sir you have to take the two device into Samsung and we will try and get someone to call you back. This is unacceptable customer service after how long this has been going on.
Please can I senior manager for the Gauteng Region give me a call to discuss and resolve as a matter of urgency. Someone in authority and someone who cares to resolve the issue.
I expect to receive your call urgently without further escalation and delay, as this is so poor from a customer service perspective.
KW
Keith W's update17 Jan 2022, 15:03
Reviewer Update
Hi
Just as I thought Samsung has let down another customer. I was called earlier and whilst trying to inform them to call me back at 3pm because I was going into a meeting.
The response was sir you have to take the two device into Samsung and we will try and get someone to call you back. This is unacceptable customer service after how long this has been going on.
Please can I senior manager for the Gauteng Region give me a call to discuss and resolve as a matter of urgency. Someone in authority and someone who cares to resolve the issue.
I expect to receive your call urgently without further escalation and delay, as this is so poor from a customer service perspective.
Just as I thought Samsung has let down another customer. I was called earlier and whilst trying to inform them to call me back at 3pm because I was going into a meeting.
The response was sir you have to take the two device into Samsung and we will try and get someone to call you back. This is unacceptable customer service after how long this has been going on.
Please can I senior manager for the Gauteng Region give me a call to discuss and resolve as a matter of urgency. Someone in authority and someone who cares to resolve the issue.
I expect to receive your call urgently without further escalation and delay, as this is so poor from a customer service perspective.
KW
Keith W's updateReviewer Update
18 Jan 2022, 09:03 Hi Samsung
Thanks for phoning me yesterday it is much appreciated, however please note that it should not come to using a platform like this to enlist a response, feedback and a way forward, when I would rathe have done so, as tried through your customer support.
However despite all that has transpired I would like to still take the time to compliment Thapelo Moloi, who called me yesterday and handled my issues and frustrations, with professionalism. He took the time to listen, sympathies and he has arranged a way forward to finding a solution.
Galaxy Buds Live:
Theses will personally be collected by Samsung and taken to a support / service center for full assessment and Thapelo has assured me, that he will personally provide me with feedback, final decision on the way forward and resolution of this issue.
Galaxy S20+:
It was discovered that the phone, even though it had a screen fault, was not under warranty. This was a concern as this phone was replace 1 year and 1 month ago by my insurance and should have carried the Samsung 24 month warranty. Long story short, I approached my insurance and they have handled the issue professionally and are replacing the phone at no cost to me.
So I would like to say that the fault here in my option did not lie with Samsung South Africa, as the phone I was given appeared to not have been imported through Samsung's correct channels directly and carry the correct warranty.
I am just glad that Samsung has responded and has actioned all that I originally asked for, that an assessment be done at no inconvenience to me and an outcome decided and issue resolved.
It must also be noted that even though I appreciate Thapelo Moloi and his outstanding service, it is clear that the process followed during this endeavor, needs to be evaluated by Samsung South Africa, as clearly the issue originally was missed in escalation, and or the correct escalation process not followed.
I now wait to see want happens from here on out and the final decision made after the assessment has been carried out.
Thanks for phoning me yesterday it is much appreciated, however please note that it should not come to using a platform like this to enlist a response, feedback and a way forward, when I would rathe have done so, as tried through your customer support.
However despite all that has transpired I would like to still take the time to compliment Thapelo Moloi, who called me yesterday and handled my issues and frustrations, with professionalism. He took the time to listen, sympathies and he has arranged a way forward to finding a solution.
Galaxy Buds Live:
Theses will personally be collected by Samsung and taken to a support / service center for full assessment and Thapelo has assured me, that he will personally provide me with feedback, final decision on the way forward and resolution of this issue.
Galaxy S20+:
It was discovered that the phone, even though it had a screen fault, was not under warranty. This was a concern as this phone was replace 1 year and 1 month ago by my insurance and should have carried the Samsung 24 month warranty. Long story short, I approached my insurance and they have handled the issue professionally and are replacing the phone at no cost to me.
So I would like to say that the fault here in my option did not lie with Samsung South Africa, as the phone I was given appeared to not have been imported through Samsung's correct channels directly and carry the correct warranty.
I am just glad that Samsung has responded and has actioned all that I originally asked for, that an assessment be done at no inconvenience to me and an outcome decided and issue resolved.
It must also be noted that even though I appreciate Thapelo Moloi and his outstanding service, it is clear that the process followed during this endeavor, needs to be evaluated by Samsung South Africa, as clearly the issue originally was missed in escalation, and or the correct escalation process not followed.
I now wait to see want happens from here on out and the final decision made after the assessment has been carried out.
KW
Keith W's update18 Jan 2022, 09:03
Reviewer Update
Hi Samsung
Thanks for phoning me yesterday it is much appreciated, however please note that it should not come to using a platform like this to enlist a response, feedback and a way forward, when I would rathe have done so, as tried through your customer support.
However despite all that has transpired I would like to still take the time to compliment Thapelo Moloi, who called me yesterday and handled my issues and frustrations, with professionalism. He took the time to listen, sympathies and he has arranged a way forward to finding a solution.
Galaxy Buds Live:
Theses will personally be collected by Samsung and taken to a support / service center for full assessment and Thapelo has assured me, that he will personally provide me with feedback, final decision on the way forward and resolution of this issue.
Galaxy S20+:
It was discovered that the phone, even though it had a screen fault, was not under warranty. This was a concern as this phone was replace 1 year and 1 month ago by my insurance and should have carried the Samsung 24 month warranty. Long story short, I approached my insurance and they have handled the issue professionally and are replacing the phone at no cost to me.
So I would like to say that the fault here in my option did not lie with Samsung South Africa, as the phone I was given appeared to not have been imported through Samsung's correct channels directly and carry the correct warranty.
I am just glad that Samsung has responded and has actioned all that I originally asked for, that an assessment be done at no inconvenience to me and an outcome decided and issue resolved.
It must also be noted that even though I appreciate Thapelo Moloi and his outstanding service, it is clear that the process followed during this endeavor, needs to be evaluated by Samsung South Africa, as clearly the issue originally was missed in escalation, and or the correct escalation process not followed.
I now wait to see want happens from here on out and the final decision made after the assessment has been carried out.
Thanks for phoning me yesterday it is much appreciated, however please note that it should not come to using a platform like this to enlist a response, feedback and a way forward, when I would rathe have done so, as tried through your customer support.
However despite all that has transpired I would like to still take the time to compliment Thapelo Moloi, who called me yesterday and handled my issues and frustrations, with professionalism. He took the time to listen, sympathies and he has arranged a way forward to finding a solution.
Galaxy Buds Live:
Theses will personally be collected by Samsung and taken to a support / service center for full assessment and Thapelo has assured me, that he will personally provide me with feedback, final decision on the way forward and resolution of this issue.
Galaxy S20+:
It was discovered that the phone, even though it had a screen fault, was not under warranty. This was a concern as this phone was replace 1 year and 1 month ago by my insurance and should have carried the Samsung 24 month warranty. Long story short, I approached my insurance and they have handled the issue professionally and are replacing the phone at no cost to me.
So I would like to say that the fault here in my option did not lie with Samsung South Africa, as the phone I was given appeared to not have been imported through Samsung's correct channels directly and carry the correct warranty.
I am just glad that Samsung has responded and has actioned all that I originally asked for, that an assessment be done at no inconvenience to me and an outcome decided and issue resolved.
It must also be noted that even though I appreciate Thapelo Moloi and his outstanding service, it is clear that the process followed during this endeavor, needs to be evaluated by Samsung South Africa, as clearly the issue originally was missed in escalation, and or the correct escalation process not followed.
I now wait to see want happens from here on out and the final decision made after the assessment has been carried out.
Samsung South Africa's replyOfficial
18 Jan 2022, 09:31Thank you for posting your comment
We do apologize for the inconvenience and undue frustration, this has caused
This issue has been passed on to the responsible team, please wait for feedback.
^;NM
This issue has been passed on to the responsible team, please wait for feedback.
^;NM
Samsung South Africa's reply18 Jan 2022, 09:31
Official
Thank you for posting your comment
We do apologize for the inconvenience and undue frustration, this has caused
This issue has been passed on to the responsible team, please wait for feedback.
^;NM
This issue has been passed on to the responsible team, please wait for feedback.
^;NM
KW
Keith W's updateReviewer Update
26 Jan 2022, 09:58Hi Samsung
The Saga continues and not like a good version of Star Wars, but more like a less than b-grade, low budget horror movie.
Yes it is amazing as after all the back and forth and multiple conversations had between Samsung and I, Samsung still cannot handle the complaint / issue and still have not provide me any feedback on resolution. This is now beyond shocking and Samsung should be embarrassed and hang there heads in shame.
So where are we now, well Samsung via DSV came to collect the phone, on Friday 21 January 2022 (after I had to follow up and fight for this to be done, however they said they would) . Yes the phone, when clearly in our discussions and per my last post above was resolved and they where to fetch the Galaxy Buds Live (which I had to sort out myself through a painful time consuming phone call) and they eventually on Friday took the correct item to be assessed.
Please note this was on Friday the 21 January 2022 and I am writing this complaint on the 26 January 2022 as I still do not know the following:
1. Did Samsung receive the Galaxy Buds?
2. Have they been assessed?
3. What is the outcome / resolution?
Once again I am following up, once again the process has been awful, in fact the worst experience I have ever had with a support team or company and I still do not have feedback or more important resolution on the matter.
So I ask you yet again Samsung what is the outcome, what is going one and do you even care about me as a customer or my complaint? Clearly not as yet again I am here again on a 3rd party complaint website, posting this as it is the only effective way to receive feedback.
So do I need to get a lawyer involved?
Clearly I need to, as the incompetence and disregard for my complaint and frankly me as a customer, once again after months of fighting and Samsung having offered to sort the situation, which clearly Samsung does not care too do is appalling.
Also please note I have tried to send emails and contact all other avenues provide to me and had the escalations department call me and they did not even understand the situation and where unaware of the Galaxy Buds Live. I mean really that is shocking
So to anyone reading this please think long and hard before buying Samsung products in the future as you are not a customer, you are not important to the company and there aftersales service, is non existent in every aspect. However you apparently as Samsung claim are buying a premium product which they have no worries in charging you a premium price for.
Ok Samsung lets see what happens now if anything, except a pathetic response on this site to this complaint and zero resolution.
I truly now know more than every that you have lost my business and you don't care about me and cannot provide after sales service.
Worst of all Samsung do not care that I say this nor that they have acted in this manner!
The Saga continues and not like a good version of Star Wars, but more like a less than b-grade, low budget horror movie.
Yes it is amazing as after all the back and forth and multiple conversations had between Samsung and I, Samsung still cannot handle the complaint / issue and still have not provide me any feedback on resolution. This is now beyond shocking and Samsung should be embarrassed and hang there heads in shame.
So where are we now, well Samsung via DSV came to collect the phone, on Friday 21 January 2022 (after I had to follow up and fight for this to be done, however they said they would) . Yes the phone, when clearly in our discussions and per my last post above was resolved and they where to fetch the Galaxy Buds Live (which I had to sort out myself through a painful time consuming phone call) and they eventually on Friday took the correct item to be assessed.
Please note this was on Friday the 21 January 2022 and I am writing this complaint on the 26 January 2022 as I still do not know the following:
1. Did Samsung receive the Galaxy Buds?
2. Have they been assessed?
3. What is the outcome / resolution?
Once again I am following up, once again the process has been awful, in fact the worst experience I have ever had with a support team or company and I still do not have feedback or more important resolution on the matter.
So I ask you yet again Samsung what is the outcome, what is going one and do you even care about me as a customer or my complaint? Clearly not as yet again I am here again on a 3rd party complaint website, posting this as it is the only effective way to receive feedback.
So do I need to get a lawyer involved?
Clearly I need to, as the incompetence and disregard for my complaint and frankly me as a customer, once again after months of fighting and Samsung having offered to sort the situation, which clearly Samsung does not care too do is appalling.
Also please note I have tried to send emails and contact all other avenues provide to me and had the escalations department call me and they did not even understand the situation and where unaware of the Galaxy Buds Live. I mean really that is shocking
So to anyone reading this please think long and hard before buying Samsung products in the future as you are not a customer, you are not important to the company and there aftersales service, is non existent in every aspect. However you apparently as Samsung claim are buying a premium product which they have no worries in charging you a premium price for.
Ok Samsung lets see what happens now if anything, except a pathetic response on this site to this complaint and zero resolution.
I truly now know more than every that you have lost my business and you don't care about me and cannot provide after sales service.
Worst of all Samsung do not care that I say this nor that they have acted in this manner!
KW
Keith W's update26 Jan 2022, 09:58
Reviewer Update
Hi Samsung
The Saga continues and not like a good version of Star Wars, but more like a less than b-grade, low budget horror movie.
Yes it is amazing as after all the back and forth and multiple conversations had between Samsung and I, Samsung still cannot handle the complaint / issue and still have not provide me any feedback on resolution. This is now beyond shocking and Samsung should be embarrassed and hang there heads in shame.
So where are we now, well Samsung via DSV came to collect the phone, on Friday 21 January 2022 (after I had to follow up and fight for this to be done, however they said they would) . Yes the phone, when clearly in our discussions and per my last post above was resolved and they where to fetch the Galaxy Buds Live (which I had to sort out myself through a painful time consuming phone call) and they eventually on Friday took the correct item to be assessed.
Please note this was on Friday the 21 January 2022 and I am writing this complaint on the 26 January 2022 as I still do not know the following:
1. Did Samsung receive the Galaxy Buds?
2. Have they been assessed?
3. What is the outcome / resolution?
Once again I am following up, once again the process has been awful, in fact the worst experience I have ever had with a support team or company and I still do not have feedback or more important resolution on the matter.
So I ask you yet again Samsung what is the outcome, what is going one and do you even care about me as a customer or my complaint? Clearly not as yet again I am here again on a 3rd party complaint website, posting this as it is the only effective way to receive feedback.
So do I need to get a lawyer involved?
Clearly I need to, as the incompetence and disregard for my complaint and frankly me as a customer, once again after months of fighting and Samsung having offered to sort the situation, which clearly Samsung does not care too do is appalling.
Also please note I have tried to send emails and contact all other avenues provide to me and had the escalations department call me and they did not even understand the situation and where unaware of the Galaxy Buds Live. I mean really that is shocking
So to anyone reading this please think long and hard before buying Samsung products in the future as you are not a customer, you are not important to the company and there aftersales service, is non existent in every aspect. However you apparently as Samsung claim are buying a premium product which they have no worries in charging you a premium price for.
Ok Samsung lets see what happens now if anything, except a pathetic response on this site to this complaint and zero resolution.
I truly now know more than every that you have lost my business and you don't care about me and cannot provide after sales service.
Worst of all Samsung do not care that I say this nor that they have acted in this manner!
The Saga continues and not like a good version of Star Wars, but more like a less than b-grade, low budget horror movie.
Yes it is amazing as after all the back and forth and multiple conversations had between Samsung and I, Samsung still cannot handle the complaint / issue and still have not provide me any feedback on resolution. This is now beyond shocking and Samsung should be embarrassed and hang there heads in shame.
So where are we now, well Samsung via DSV came to collect the phone, on Friday 21 January 2022 (after I had to follow up and fight for this to be done, however they said they would) . Yes the phone, when clearly in our discussions and per my last post above was resolved and they where to fetch the Galaxy Buds Live (which I had to sort out myself through a painful time consuming phone call) and they eventually on Friday took the correct item to be assessed.
Please note this was on Friday the 21 January 2022 and I am writing this complaint on the 26 January 2022 as I still do not know the following:
1. Did Samsung receive the Galaxy Buds?
2. Have they been assessed?
3. What is the outcome / resolution?
Once again I am following up, once again the process has been awful, in fact the worst experience I have ever had with a support team or company and I still do not have feedback or more important resolution on the matter.
So I ask you yet again Samsung what is the outcome, what is going one and do you even care about me as a customer or my complaint? Clearly not as yet again I am here again on a 3rd party complaint website, posting this as it is the only effective way to receive feedback.
So do I need to get a lawyer involved?
Clearly I need to, as the incompetence and disregard for my complaint and frankly me as a customer, once again after months of fighting and Samsung having offered to sort the situation, which clearly Samsung does not care too do is appalling.
Also please note I have tried to send emails and contact all other avenues provide to me and had the escalations department call me and they did not even understand the situation and where unaware of the Galaxy Buds Live. I mean really that is shocking
So to anyone reading this please think long and hard before buying Samsung products in the future as you are not a customer, you are not important to the company and there aftersales service, is non existent in every aspect. However you apparently as Samsung claim are buying a premium product which they have no worries in charging you a premium price for.
Ok Samsung lets see what happens now if anything, except a pathetic response on this site to this complaint and zero resolution.
I truly now know more than every that you have lost my business and you don't care about me and cannot provide after sales service.
Worst of all Samsung do not care that I say this nor that they have acted in this manner!
KW
Keith W's updateReviewer Update
26 Jan 2022, 10:20Hi Samsung
Me again, the customer that you do not care about or value. FYI as mentioned in my posts above the cellphone issue (not the Galaxy Buds Live) was resolved by my insurance, not Samsung, so please feel free to be proud of this fact...Not!
I now have due to no choice of mine a new Samsung S21 FE. Despite this fact I have now gone onto the Samsung members and followed the correct procedure to claim the free Samsung Tab A7 Lite, as part of Samsung's promotional offer.
My reference number is ***CMRT0.
I totally believe that since the last promotion claim I made (Galaxy Buds Live), that the process to receive the promotion mention above (Samsung Tab A7 Lite), will be difficult, stressful and lacking in any form of customer care (feedback etc.).
So I am starting the process my side early to circumvent me having to fight, follow up and go through a shocking process to get the promotional item.
So please can Samsung provide me with the following feedback:
1. Acknowledgement that I have logged correctly the claim for the promotional item
2. Confirmation that all documentation as require and uploaded, is in order
3. Date on which I can expect to receive deliver of the promotional item
4. Confirmation on the address to which they will deliver the promotional item
I look forward to your prompt feedback and insurance that the promotional item is delivered accordingly. However I highly doubt this will happen and I sure you do not care and it will become a battle between myself and Samsung on this forum.
Me again, the customer that you do not care about or value. FYI as mentioned in my posts above the cellphone issue (not the Galaxy Buds Live) was resolved by my insurance, not Samsung, so please feel free to be proud of this fact...Not!
I now have due to no choice of mine a new Samsung S21 FE. Despite this fact I have now gone onto the Samsung members and followed the correct procedure to claim the free Samsung Tab A7 Lite, as part of Samsung's promotional offer.
My reference number is ***CMRT0.
I totally believe that since the last promotion claim I made (Galaxy Buds Live), that the process to receive the promotion mention above (Samsung Tab A7 Lite), will be difficult, stressful and lacking in any form of customer care (feedback etc.).
So I am starting the process my side early to circumvent me having to fight, follow up and go through a shocking process to get the promotional item.
So please can Samsung provide me with the following feedback:
1. Acknowledgement that I have logged correctly the claim for the promotional item
2. Confirmation that all documentation as require and uploaded, is in order
3. Date on which I can expect to receive deliver of the promotional item
4. Confirmation on the address to which they will deliver the promotional item
I look forward to your prompt feedback and insurance that the promotional item is delivered accordingly. However I highly doubt this will happen and I sure you do not care and it will become a battle between myself and Samsung on this forum.
KW
Keith W's update26 Jan 2022, 10:20
Reviewer Update
Hi Samsung
Me again, the customer that you do not care about or value. FYI as mentioned in my posts above the cellphone issue (not the Galaxy Buds Live) was resolved by my insurance, not Samsung, so please feel free to be proud of this fact...Not!
I now have due to no choice of mine a new Samsung S21 FE. Despite this fact I have now gone onto the Samsung members and followed the correct procedure to claim the free Samsung Tab A7 Lite, as part of Samsung's promotional offer.
My reference number is ***CMRT0.
I totally believe that since the last promotion claim I made (Galaxy Buds Live), that the process to receive the promotion mention above (Samsung Tab A7 Lite), will be difficult, stressful and lacking in any form of customer care (feedback etc.).
So I am starting the process my side early to circumvent me having to fight, follow up and go through a shocking process to get the promotional item.
So please can Samsung provide me with the following feedback:
1. Acknowledgement that I have logged correctly the claim for the promotional item
2. Confirmation that all documentation as require and uploaded, is in order
3. Date on which I can expect to receive deliver of the promotional item
4. Confirmation on the address to which they will deliver the promotional item
I look forward to your prompt feedback and insurance that the promotional item is delivered accordingly. However I highly doubt this will happen and I sure you do not care and it will become a battle between myself and Samsung on this forum.
Me again, the customer that you do not care about or value. FYI as mentioned in my posts above the cellphone issue (not the Galaxy Buds Live) was resolved by my insurance, not Samsung, so please feel free to be proud of this fact...Not!
I now have due to no choice of mine a new Samsung S21 FE. Despite this fact I have now gone onto the Samsung members and followed the correct procedure to claim the free Samsung Tab A7 Lite, as part of Samsung's promotional offer.
My reference number is ***CMRT0.
I totally believe that since the last promotion claim I made (Galaxy Buds Live), that the process to receive the promotion mention above (Samsung Tab A7 Lite), will be difficult, stressful and lacking in any form of customer care (feedback etc.).
So I am starting the process my side early to circumvent me having to fight, follow up and go through a shocking process to get the promotional item.
So please can Samsung provide me with the following feedback:
1. Acknowledgement that I have logged correctly the claim for the promotional item
2. Confirmation that all documentation as require and uploaded, is in order
3. Date on which I can expect to receive deliver of the promotional item
4. Confirmation on the address to which they will deliver the promotional item
I look forward to your prompt feedback and insurance that the promotional item is delivered accordingly. However I highly doubt this will happen and I sure you do not care and it will become a battle between myself and Samsung on this forum.
KW
Keith W's updateReviewer Update
26 Jan 2022, 16:06Hi Samsung
I have just been called by you at +/- 15:30 on the 26 January 2022, with what you call "service", "way forward", "a solution", "a resolution" and "feedback", the situation is now a laughable joke.
After more than 5.5 months you inform me today that, your are sorry that there was a mess up with receipt of the Galaxy Buds Live at the service center. Samsung organised the collect painful process that I had had to go through to get the item collected and to a service center and there was an issue.
Clearly another of the many Samsung processes that are inefficient and do not work to provide after sales support to the customer.
I am then told you still need to assess the item, and then repair the item which will take a day to an day and a half later, this is shocking to say the least. So what you are clearly saying to me as a customer and person complaining is that the issue is still not a priority and something that Samsung cares about, let alone me as a customer.
Samsung the product was faulty on receipt, it was Samsung fault that the product did not work from one day and you where informed by me on the same day. Know we need to assess it and repair it after all these months.
Also I have had to fight to get this heard, I have to follow-up, I have had to request feedback and I then today you ask me what I would like to have happened and happen now. So clearly I need to tell a company as large as Samsung how to handle this ok so here goes.
1. Ensure your quality control process when manufacturing products is improved
2. Improve you after sales support and resolution of customer issues in a timely manner
3. Improve how you make you customer feel valued and like you actually care
4. Improve turnaround times on the above
5. Improve processes followed and knowledge and training of staff involved
6. Honor the promises made during the aftersales process
7. Compensate and make a customer feel valued again after the "beyond awful" 5.5 months
they have gad dealing with there issue / complaint
8. Think about that if you took so long to even assess the item, why not replace or upgrade the
the product to save face. Surely by now repair is not an option and how can it be on
a product the customer did not damage (they received it damaged)
9. Allow customers to speak to managers and people in senior positions if requested
10. Stop always escalating during the process and start resolving. It clearly does not work
These are just a few suggestions.
Please as requested can a senior manager call me today 26 January 2022 to provide a solution, show me they actual care and resolve the solution to benefit me, after all 5.5 months or more of this nonsense surely means I deserve it?
I still have no faith that this will be actioned as requested and or resolved. However i will wait for the call from the senior.
I have just been called by you at +/- 15:30 on the 26 January 2022, with what you call "service", "way forward", "a solution", "a resolution" and "feedback", the situation is now a laughable joke.
After more than 5.5 months you inform me today that, your are sorry that there was a mess up with receipt of the Galaxy Buds Live at the service center. Samsung organised the collect painful process that I had had to go through to get the item collected and to a service center and there was an issue.
Clearly another of the many Samsung processes that are inefficient and do not work to provide after sales support to the customer.
I am then told you still need to assess the item, and then repair the item which will take a day to an day and a half later, this is shocking to say the least. So what you are clearly saying to me as a customer and person complaining is that the issue is still not a priority and something that Samsung cares about, let alone me as a customer.
Samsung the product was faulty on receipt, it was Samsung fault that the product did not work from one day and you where informed by me on the same day. Know we need to assess it and repair it after all these months.
Also I have had to fight to get this heard, I have to follow-up, I have had to request feedback and I then today you ask me what I would like to have happened and happen now. So clearly I need to tell a company as large as Samsung how to handle this ok so here goes.
1. Ensure your quality control process when manufacturing products is improved
2. Improve you after sales support and resolution of customer issues in a timely manner
3. Improve how you make you customer feel valued and like you actually care
4. Improve turnaround times on the above
5. Improve processes followed and knowledge and training of staff involved
6. Honor the promises made during the aftersales process
7. Compensate and make a customer feel valued again after the "beyond awful" 5.5 months
they have gad dealing with there issue / complaint
8. Think about that if you took so long to even assess the item, why not replace or upgrade the
the product to save face. Surely by now repair is not an option and how can it be on
a product the customer did not damage (they received it damaged)
9. Allow customers to speak to managers and people in senior positions if requested
10. Stop always escalating during the process and start resolving. It clearly does not work
These are just a few suggestions.
Please as requested can a senior manager call me today 26 January 2022 to provide a solution, show me they actual care and resolve the solution to benefit me, after all 5.5 months or more of this nonsense surely means I deserve it?
I still have no faith that this will be actioned as requested and or resolved. However i will wait for the call from the senior.
KW
Keith W's update26 Jan 2022, 16:06
Reviewer Update
Hi Samsung
I have just been called by you at +/- 15:30 on the 26 January 2022, with what you call "service", "way forward", "a solution", "a resolution" and "feedback", the situation is now a laughable joke.
After more than 5.5 months you inform me today that, your are sorry that there was a mess up with receipt of the Galaxy Buds Live at the service center. Samsung organised the collect painful process that I had had to go through to get the item collected and to a service center and there was an issue.
Clearly another of the many Samsung processes that are inefficient and do not work to provide after sales support to the customer.
I am then told you still need to assess the item, and then repair the item which will take a day to an day and a half later, this is shocking to say the least. So what you are clearly saying to me as a customer and person complaining is that the issue is still not a priority and something that Samsung cares about, let alone me as a customer.
Samsung the product was faulty on receipt, it was Samsung fault that the product did not work from one day and you where informed by me on the same day. Know we need to assess it and repair it after all these months.
Also I have had to fight to get this heard, I have to follow-up, I have had to request feedback and I then today you ask me what I would like to have happened and happen now. So clearly I need to tell a company as large as Samsung how to handle this ok so here goes.
1. Ensure your quality control process when manufacturing products is improved
2. Improve you after sales support and resolution of customer issues in a timely manner
3. Improve how you make you customer feel valued and like you actually care
4. Improve turnaround times on the above
5. Improve processes followed and knowledge and training of staff involved
6. Honor the promises made during the aftersales process
7. Compensate and make a customer feel valued again after the "beyond awful" 5.5 months
they have gad dealing with there issue / complaint
8. Think about that if you took so long to even assess the item, why not replace or upgrade the
the product to save face. Surely by now repair is not an option and how can it be on
a product the customer did not damage (they received it damaged)
9. Allow customers to speak to managers and people in senior positions if requested
10. Stop always escalating during the process and start resolving. It clearly does not work
These are just a few suggestions.
Please as requested can a senior manager call me today 26 January 2022 to provide a solution, show me they actual care and resolve the solution to benefit me, after all 5.5 months or more of this nonsense surely means I deserve it?
I still have no faith that this will be actioned as requested and or resolved. However i will wait for the call from the senior.
I have just been called by you at +/- 15:30 on the 26 January 2022, with what you call "service", "way forward", "a solution", "a resolution" and "feedback", the situation is now a laughable joke.
After more than 5.5 months you inform me today that, your are sorry that there was a mess up with receipt of the Galaxy Buds Live at the service center. Samsung organised the collect painful process that I had had to go through to get the item collected and to a service center and there was an issue.
Clearly another of the many Samsung processes that are inefficient and do not work to provide after sales support to the customer.
I am then told you still need to assess the item, and then repair the item which will take a day to an day and a half later, this is shocking to say the least. So what you are clearly saying to me as a customer and person complaining is that the issue is still not a priority and something that Samsung cares about, let alone me as a customer.
Samsung the product was faulty on receipt, it was Samsung fault that the product did not work from one day and you where informed by me on the same day. Know we need to assess it and repair it after all these months.
Also I have had to fight to get this heard, I have to follow-up, I have had to request feedback and I then today you ask me what I would like to have happened and happen now. So clearly I need to tell a company as large as Samsung how to handle this ok so here goes.
1. Ensure your quality control process when manufacturing products is improved
2. Improve you after sales support and resolution of customer issues in a timely manner
3. Improve how you make you customer feel valued and like you actually care
4. Improve turnaround times on the above
5. Improve processes followed and knowledge and training of staff involved
6. Honor the promises made during the aftersales process
7. Compensate and make a customer feel valued again after the "beyond awful" 5.5 months
they have gad dealing with there issue / complaint
8. Think about that if you took so long to even assess the item, why not replace or upgrade the
the product to save face. Surely by now repair is not an option and how can it be on
a product the customer did not damage (they received it damaged)
9. Allow customers to speak to managers and people in senior positions if requested
10. Stop always escalating during the process and start resolving. It clearly does not work
These are just a few suggestions.
Please as requested can a senior manager call me today 26 January 2022 to provide a solution, show me they actual care and resolve the solution to benefit me, after all 5.5 months or more of this nonsense surely means I deserve it?
I still have no faith that this will be actioned as requested and or resolved. However i will wait for the call from the senior.
KW
Keith W's updateReviewer Update
27 Jan 2022, 14:36 Hi Samsung
The issue at present as of 14:15 on 27 January 2022, still not resolved and I have once again had to try and find feedback and the feedback received was not good at all. No surprises there to be honest.
I have been called and told they are still after collecting the "Galaxy Buds Live" last week Friday, only now in the process of assessing them and repairing them.
This is unacceptable why are we even entertaining that they be repaired, I mean they where found faulty on the day I received them and should have been replaced. Plus after after all my effort, time and cost (phone calls, time taken etc.) they still cannot resolve this.
I have even had to fight to get to speak to a senior manager as they say they will have to escalate my request and when asked cannot commit to a time at which I will be called or even a turnaround time for the call which is shocking, as in the past over this experience I have not been called back.
But here is the shocker...I have just been formed by SMS from Samsung Customer Care at 12:11 today that they have received a collection a repair request for the "Galaxy Buds Live". This so odd as they have already been collected (last week Friday) and I have been told that they where received (today) and that they have to assess them.
I have also been told to my dismay they now need proof of purchase for the phone against which I claimed the promotional item. This is scary as I went onto the Samsung Members app all those months ago and claimed, putting in my details, as well as uploading the proof of purchase and copy of my ID document. So if they need this, do they not have it or have they lost the information, which is a cause huge concern as they have a copy of my ID document and do they even correctly apply the law (Protection of Personal Information Act (POPI Act)).
This is all very confusing and to be honest frightening.
Samsung, please can you stop this madness and get a "Manager in the know and with the authority" to give me a call urgently and to resolve this and stop having different people with conflicting information call me without resolution and just excuses and delays.
Lets see what happens I am still doubtful, whether I will be called and if the matter will be actually resolved.
The issue at present as of 14:15 on 27 January 2022, still not resolved and I have once again had to try and find feedback and the feedback received was not good at all. No surprises there to be honest.
I have been called and told they are still after collecting the "Galaxy Buds Live" last week Friday, only now in the process of assessing them and repairing them.
This is unacceptable why are we even entertaining that they be repaired, I mean they where found faulty on the day I received them and should have been replaced. Plus after after all my effort, time and cost (phone calls, time taken etc.) they still cannot resolve this.
I have even had to fight to get to speak to a senior manager as they say they will have to escalate my request and when asked cannot commit to a time at which I will be called or even a turnaround time for the call which is shocking, as in the past over this experience I have not been called back.
But here is the shocker...I have just been formed by SMS from Samsung Customer Care at 12:11 today that they have received a collection a repair request for the "Galaxy Buds Live". This so odd as they have already been collected (last week Friday) and I have been told that they where received (today) and that they have to assess them.
I have also been told to my dismay they now need proof of purchase for the phone against which I claimed the promotional item. This is scary as I went onto the Samsung Members app all those months ago and claimed, putting in my details, as well as uploading the proof of purchase and copy of my ID document. So if they need this, do they not have it or have they lost the information, which is a cause huge concern as they have a copy of my ID document and do they even correctly apply the law (Protection of Personal Information Act (POPI Act)).
This is all very confusing and to be honest frightening.
Samsung, please can you stop this madness and get a "Manager in the know and with the authority" to give me a call urgently and to resolve this and stop having different people with conflicting information call me without resolution and just excuses and delays.
Lets see what happens I am still doubtful, whether I will be called and if the matter will be actually resolved.
KW
Keith W's update27 Jan 2022, 14:36
Reviewer Update
Hi Samsung
The issue at present as of 14:15 on 27 January 2022, still not resolved and I have once again had to try and find feedback and the feedback received was not good at all. No surprises there to be honest.
I have been called and told they are still after collecting the "Galaxy Buds Live" last week Friday, only now in the process of assessing them and repairing them.
This is unacceptable why are we even entertaining that they be repaired, I mean they where found faulty on the day I received them and should have been replaced. Plus after after all my effort, time and cost (phone calls, time taken etc.) they still cannot resolve this.
I have even had to fight to get to speak to a senior manager as they say they will have to escalate my request and when asked cannot commit to a time at which I will be called or even a turnaround time for the call which is shocking, as in the past over this experience I have not been called back.
But here is the shocker...I have just been formed by SMS from Samsung Customer Care at 12:11 today that they have received a collection a repair request for the "Galaxy Buds Live". This so odd as they have already been collected (last week Friday) and I have been told that they where received (today) and that they have to assess them.
I have also been told to my dismay they now need proof of purchase for the phone against which I claimed the promotional item. This is scary as I went onto the Samsung Members app all those months ago and claimed, putting in my details, as well as uploading the proof of purchase and copy of my ID document. So if they need this, do they not have it or have they lost the information, which is a cause huge concern as they have a copy of my ID document and do they even correctly apply the law (Protection of Personal Information Act (POPI Act)).
This is all very confusing and to be honest frightening.
Samsung, please can you stop this madness and get a "Manager in the know and with the authority" to give me a call urgently and to resolve this and stop having different people with conflicting information call me without resolution and just excuses and delays.
Lets see what happens I am still doubtful, whether I will be called and if the matter will be actually resolved.
The issue at present as of 14:15 on 27 January 2022, still not resolved and I have once again had to try and find feedback and the feedback received was not good at all. No surprises there to be honest.
I have been called and told they are still after collecting the "Galaxy Buds Live" last week Friday, only now in the process of assessing them and repairing them.
This is unacceptable why are we even entertaining that they be repaired, I mean they where found faulty on the day I received them and should have been replaced. Plus after after all my effort, time and cost (phone calls, time taken etc.) they still cannot resolve this.
I have even had to fight to get to speak to a senior manager as they say they will have to escalate my request and when asked cannot commit to a time at which I will be called or even a turnaround time for the call which is shocking, as in the past over this experience I have not been called back.
But here is the shocker...I have just been formed by SMS from Samsung Customer Care at 12:11 today that they have received a collection a repair request for the "Galaxy Buds Live". This so odd as they have already been collected (last week Friday) and I have been told that they where received (today) and that they have to assess them.
I have also been told to my dismay they now need proof of purchase for the phone against which I claimed the promotional item. This is scary as I went onto the Samsung Members app all those months ago and claimed, putting in my details, as well as uploading the proof of purchase and copy of my ID document. So if they need this, do they not have it or have they lost the information, which is a cause huge concern as they have a copy of my ID document and do they even correctly apply the law (Protection of Personal Information Act (POPI Act)).
This is all very confusing and to be honest frightening.
Samsung, please can you stop this madness and get a "Manager in the know and with the authority" to give me a call urgently and to resolve this and stop having different people with conflicting information call me without resolution and just excuses and delays.
Lets see what happens I am still doubtful, whether I will be called and if the matter will be actually resolved.
KW
Keith W's updateReviewer Update
01 Feb 2022, 15:02 Hi Samsung
Issue still not resolved on 01/02/2022 after +/- 5.5 months and having logged my first complaint on this site on 16/01/2022 and Samsung's lack of response here since 18/01/2022.
Issue still not resolved on 01/02/2022 after +/- 5.5 months and having logged my first complaint on this site on 16/01/2022 and Samsung's lack of response here since 18/01/2022.
I am very upset with you and your lies. I have just been off the phone with Samsung yet again after following up and trying to find out what is going on. Last week I was informed that the UV sterilizer was to be given to me and the buds arranged to be delivered to me repaired.
Well yes I have received the UV sterilizer but once again have had to follow up repeatedly wasting time and effort and getting nowhere and waiting for the delivery of the buds that I am told is coming today.. Thank you for not letting me know that you are and for not calling me to check if I am home or not. As a result I am not home between 4 pm and 5pm and let the last person speaking to me know this.
I also asked if he could tell me when they would be here and he did not know and did not have a person we could call to find out which is shocking.
Samsung thinks everything is fine and sorted. Once again the problem was not sorted and I was **** to as a customer and devalued even after I thought we had resolved the issue last week and I thought once again I might be able to trust Samsung I was treated like this.
The funny thing is Samsung thinks that this all goes away for a UV filter (a product that Samsung actually really does not sell is worth R 499.00 , way less than all my time and inconvenience) plus more lies. Let us be honest with each other. It does not in any way make me feel valued as a customer and does not resolve the situation as now I feel I should be further compensated for all the further time I have now wasted in trying to sort this out myself, yet again and for the further lies and promises not met.
Apparently you are to be phoning regarding this as I was informed by the agent but I have received no phone call and that is shocking. Plus why was the new consultant dealing with the issue and why did the support chat line put me onto people actually dealing with this.
To top things off I only have a repaired product and a half warranty left and that is all due to Samsung delays, this is so shocking and to be honest it is unfair and not how you treat customers, you claim to value.
I should have a new pair of buds, a full warranty and be properly compensated for the appalling manner in which I have been treated as a customer after all the previous lies, the current lies and after all that has transpired. Yet here we sit still not resolving the issue nor addressing what the customer, me, is saying.
I doubt you care, nor do I think it will be resolved nor do I expect to receive a prompt call and solution to this, no do I think you will respond to the mail as you have not to all my other mails.
This is ultra unfair and not how I needed to be treated....So what is Samsung actually going to do about it, probably nothing or will Samsung surprise me, by some miracle....I 100% DOUBT IT!!!
KW
Keith W's update01 Feb 2022, 15:02
Reviewer Update
Hi Samsung
Issue still not resolved on 01/02/2022 after +/- 5.5 months and having logged my first complaint on this site on 16/01/2022 and Samsung's lack of response here since 18/01/2022.
Issue still not resolved on 01/02/2022 after +/- 5.5 months and having logged my first complaint on this site on 16/01/2022 and Samsung's lack of response here since 18/01/2022.
I am very upset with you and your lies. I have just been off the phone with Samsung yet again after following up and trying to find out what is going on. Last week I was informed that the UV sterilizer was to be given to me and the buds arranged to be delivered to me repaired.
Well yes I have received the UV sterilizer but once again have had to follow up repeatedly wasting time and effort and getting nowhere and waiting for the delivery of the buds that I am told is coming today.. Thank you for not letting me know that you are and for not calling me to check if I am home or not. As a result I am not home between 4 pm and 5pm and let the last person speaking to me know this.
I also asked if he could tell me when they would be here and he did not know and did not have a person we could call to find out which is shocking.
Samsung thinks everything is fine and sorted. Once again the problem was not sorted and I was **** to as a customer and devalued even after I thought we had resolved the issue last week and I thought once again I might be able to trust Samsung I was treated like this.
The funny thing is Samsung thinks that this all goes away for a UV filter (a product that Samsung actually really does not sell is worth R 499.00 , way less than all my time and inconvenience) plus more lies. Let us be honest with each other. It does not in any way make me feel valued as a customer and does not resolve the situation as now I feel I should be further compensated for all the further time I have now wasted in trying to sort this out myself, yet again and for the further lies and promises not met.
Apparently you are to be phoning regarding this as I was informed by the agent but I have received no phone call and that is shocking. Plus why was the new consultant dealing with the issue and why did the support chat line put me onto people actually dealing with this.
To top things off I only have a repaired product and a half warranty left and that is all due to Samsung delays, this is so shocking and to be honest it is unfair and not how you treat customers, you claim to value.
I should have a new pair of buds, a full warranty and be properly compensated for the appalling manner in which I have been treated as a customer after all the previous lies, the current lies and after all that has transpired. Yet here we sit still not resolving the issue nor addressing what the customer, me, is saying.
I doubt you care, nor do I think it will be resolved nor do I expect to receive a prompt call and solution to this, no do I think you will respond to the mail as you have not to all my other mails.
This is ultra unfair and not how I needed to be treated....So what is Samsung actually going to do about it, probably nothing or will Samsung surprise me, by some miracle....I 100% DOUBT IT!!!
KW
If the above cannot be addressed Samsung please be honest and just admit that you cannot solve this, and you would like me to go away as I am not a valued customer. Is being honest not the best policy?
I am so tired of this and so tired of being told Samsung understands and is handling this when clearly, they do not understand nor have, they solved the problem instead they have made me more upset as a customer.
A customer who still sits with a broken product and still cannot get resolution and Samsung still cannot get the issue sorted after +/- 6 months and even fetching the buds to be repaired with the result of returning them broken.
Please can I have feedback and my questions entertained and action by 16:00 today.
Regards
Keith Wilkinson
Keith W's updateReviewer Update
03 Feb 2022, 08:30Hi Samsung
Once again, on the 22/02/2022, I have been insulted and tread disgracefully as a customer or should I say as a non-customer of Samsung.
I have been on a phone call to a gentleman who I gave my trust to, the first time I spoke to him a while back to handle this process and to keep me updated throughout the process.
As is the norm Samsung cannot decide and still cannot decide on the way forward and every person escalates the issue to decide. I ask why we are having this case handled by so many different people and not one of them can solve the problem.
Latest is they want to collect the buds for assessment again and they have tried to problem solve over the phone the issue, which I had to in the first place suggest, which is shocking.
To top it off when problem solving, I informed the person on the phone what I had done, and she confirmed that I have done most things. However, she then wanted me to reset all my apps permissions. Yes, all and not just for the apps in question. I cannot restore the permission for every app on my phone as they are set up for work, so this does not make logical sense.
I also have been informed they cannot decide, or at least the person they escalated the issue to (yet another one). They cannot decide as to whether to replace the buds or not and he wants to come through and personally collect the still faulty ones.
When asked why he wanted to come through and if he was going to deliver the replacement pair, the person I was speaking to on the phone did not know and would request a call back and yet again could not commit to a time for this.
Look let's be honest with each other Samsung and address the following questions by 16:00 today the 02/02/2022:
Can someone in authority make a proper decision on the way forward and
themselves call me to discuss. If yes, then lets please do so.
Once again, on the 22/02/2022, I have been insulted and tread disgracefully as a customer or should I say as a non-customer of Samsung.
I have been on a phone call to a gentleman who I gave my trust to, the first time I spoke to him a while back to handle this process and to keep me updated throughout the process.
As is the norm Samsung cannot decide and still cannot decide on the way forward and every person escalates the issue to decide. I ask why we are having this case handled by so many different people and not one of them can solve the problem.
Latest is they want to collect the buds for assessment again and they have tried to problem solve over the phone the issue, which I had to in the first place suggest, which is shocking.
To top it off when problem solving, I informed the person on the phone what I had done, and she confirmed that I have done most things. However, she then wanted me to reset all my apps permissions. Yes, all and not just for the apps in question. I cannot restore the permission for every app on my phone as they are set up for work, so this does not make logical sense.
I also have been informed they cannot decide, or at least the person they escalated the issue to (yet another one). They cannot decide as to whether to replace the buds or not and he wants to come through and personally collect the still faulty ones.
When asked why he wanted to come through and if he was going to deliver the replacement pair, the person I was speaking to on the phone did not know and would request a call back and yet again could not commit to a time for this.
Look let's be honest with each other Samsung and address the following questions by 16:00 today the 02/02/2022:
Can someone in authority make a proper decision on the way forward and
themselves call me to discuss. If yes, then lets please do so.
- Can Samsung stop wasting my time and decide or just admit in writing that they cannot assist and cannot resolve the issue?
- Can A very senior person handle the case from now on, through providing a resolution, which I highly doubt will happen?
- Can I get proper feedback and stop having to follow up myself and stop being pushed aside for another escalation, which is all that has been done for the last +/- 6 months with no actual results / or a proper decision being made / or the solution being resolved?
- Can Samsung stop offering minimal if actual less than customer service and resolve the issue?
If the above cannot be addressed Samsung please be honest and just admit that you cannot solve this, and you would like me to go away as I am not a valued customer. Is being honest not the best policy?
I am so tired of this and so tired of being told Samsung understands and is handling this when clearly, they do not understand nor have, they solved the problem instead they have made me more upset as a customer.
A customer who still sits with a broken product and still cannot get resolution and Samsung still cannot get the issue sorted after +/- 6 months and even fetching the buds to be repaired with the result of returning them broken.
Please can I have feedback and my questions entertained and action by 16:00 today.
Regards
Keith Wilkinson
KW
Keith W's update03 Feb 2022, 08:30
Reviewer Update
Hi Samsung
Once again, on the 22/02/2022, I have been insulted and tread disgracefully as a customer or should I say as a non-customer of Samsung.
I have been on a phone call to a gentleman who I gave my trust to, the first time I spoke to him a while back to handle this process and to keep me updated throughout the process.
As is the norm Samsung cannot decide and still cannot decide on the way forward and every person escalates the issue to decide. I ask why we are having this case handled by so many different people and not one of them can solve the problem.
Latest is they want to collect the buds for assessment again and they have tried to problem solve over the phone the issue, which I had to in the first place suggest, which is shocking.
To top it off when problem solving, I informed the person on the phone what I had done, and she confirmed that I have done most things. However, she then wanted me to reset all my apps permissions. Yes, all and not just for the apps in question. I cannot restore the permission for every app on my phone as they are set up for work, so this does not make logical sense.
I also have been informed they cannot decide, or at least the person they escalated the issue to (yet another one). They cannot decide as to whether to replace the buds or not and he wants to come through and personally collect the still faulty ones.
When asked why he wanted to come through and if he was going to deliver the replacement pair, the person I was speaking to on the phone did not know and would request a call back and yet again could not commit to a time for this.
Look let's be honest with each other Samsung and address the following questions by 16:00 today the 02/02/2022:
Can someone in authority make a proper decision on the way forward and
themselves call me to discuss. If yes, then lets please do so.
Once again, on the 22/02/2022, I have been insulted and tread disgracefully as a customer or should I say as a non-customer of Samsung.
I have been on a phone call to a gentleman who I gave my trust to, the first time I spoke to him a while back to handle this process and to keep me updated throughout the process.
As is the norm Samsung cannot decide and still cannot decide on the way forward and every person escalates the issue to decide. I ask why we are having this case handled by so many different people and not one of them can solve the problem.
Latest is they want to collect the buds for assessment again and they have tried to problem solve over the phone the issue, which I had to in the first place suggest, which is shocking.
To top it off when problem solving, I informed the person on the phone what I had done, and she confirmed that I have done most things. However, she then wanted me to reset all my apps permissions. Yes, all and not just for the apps in question. I cannot restore the permission for every app on my phone as they are set up for work, so this does not make logical sense.
I also have been informed they cannot decide, or at least the person they escalated the issue to (yet another one). They cannot decide as to whether to replace the buds or not and he wants to come through and personally collect the still faulty ones.
When asked why he wanted to come through and if he was going to deliver the replacement pair, the person I was speaking to on the phone did not know and would request a call back and yet again could not commit to a time for this.
Look let's be honest with each other Samsung and address the following questions by 16:00 today the 02/02/2022:
Can someone in authority make a proper decision on the way forward and
themselves call me to discuss. If yes, then lets please do so.
- Can Samsung stop wasting my time and decide or just admit in writing that they cannot assist and cannot resolve the issue?
- Can A very senior person handle the case from now on, through providing a resolution, which I highly doubt will happen?
- Can I get proper feedback and stop having to follow up myself and stop being pushed aside for another escalation, which is all that has been done for the last +/- 6 months with no actual results / or a proper decision being made / or the solution being resolved?
- Can Samsung stop offering minimal if actual less than customer service and resolve the issue?
If the above cannot be addressed Samsung please be honest and just admit that you cannot solve this, and you would like me to go away as I am not a valued customer. Is being honest not the best policy?
I am so tired of this and so tired of being told Samsung understands and is handling this when clearly, they do not understand nor have, they solved the problem instead they have made me more upset as a customer.
A customer who still sits with a broken product and still cannot get resolution and Samsung still cannot get the issue sorted after +/- 6 months and even fetching the buds to be repaired with the result of returning them broken.
Please can I have feedback and my questions entertained and action by 16:00 today.
Regards
Keith Wilkinson
KW
Keith W's updateReviewer Update
03 Feb 2022, 08:34Hi
I would like to enquire the following:
- Today received a message from CourierIT (tracking number ***), which I was totally unaware of
- So, I gave them a call and asked who the parcel was for and from
- To my shock the parcel is for me (Keith Wilkinson) and is from Samsung (the E Store) they informed me
- I asked what it was, and they said it is a parcel and I asked are you sure and the agent told that due to weight and how it is packed it is and not perhaps documentation etc. however I have my doubts as I am expecting nothing at all from Samsung
- They also confirmed it is a delivery and not a collection
So please can I urgently be provided with the following information and correspondence required now in order to establish what is going on.
- What is going on? Has a decision been made that I am unaware of as a customer?
- What exactly is being delivered?
- Have a manager call me to just provide me with information as this is all very confusing and I have received no communication on what has transpired of details that a delivery was going to occur.
So please can this be treated as urgent as the "delivery" is to occur between 11am and 2pm today 03/02/2022.
Thank you so much for your feedback and all phone call will be much appreciated.
Regards
A now very confused Samsung Customer
Thank you so much for your feedback and all phone call will be much appreciated.
Regards
A now very confused Samsung Customer
KW
Keith W's update03 Feb 2022, 08:34
Reviewer Update
Hi
I would like to enquire the following:
- Today received a message from CourierIT (tracking number ***), which I was totally unaware of
- So, I gave them a call and asked who the parcel was for and from
- To my shock the parcel is for me (Keith Wilkinson) and is from Samsung (the E Store) they informed me
- I asked what it was, and they said it is a parcel and I asked are you sure and the agent told that due to weight and how it is packed it is and not perhaps documentation etc. however I have my doubts as I am expecting nothing at all from Samsung
- They also confirmed it is a delivery and not a collection
So please can I urgently be provided with the following information and correspondence required now in order to establish what is going on.
- What is going on? Has a decision been made that I am unaware of as a customer?
- What exactly is being delivered?
- Have a manager call me to just provide me with information as this is all very confusing and I have received no communication on what has transpired of details that a delivery was going to occur.
So please can this be treated as urgent as the "delivery" is to occur between 11am and 2pm today 03/02/2022.
Thank you so much for your feedback and all phone call will be much appreciated.
Regards
A now very confused Samsung Customer
Thank you so much for your feedback and all phone call will be much appreciated.
Regards
A now very confused Samsung Customer