Samsung - Poor Product and Disgusting Service

I purchased a high spec Samsung TV through a local retailer game and I was very upset to find that after 3 years my TV stopped working. Samsung, claim that their LED television sets will supply approximately 100,000 hours of viewing even if my TV was on 24 hours for this years it would not equate to this amount. I paid R26500 for my TV.

I called Samsung customer care to assist and they referred me to a Samsung accredited provider to assist with the repair. As per Samsung’s advice I booked the provider called TM Electrical and paid a call out fee. I was told that I will receive a written quote within 24 to 48 hours.

Its 13 days later and I have received no written quote. Throughout these 13 days I have constantly been calling Samsung and TM electrical I have been transferred from person to person. On the 28/04 I was told by Samsung that my query was escalated and I will receive a call on Monday from Samsung. On Monday I received no communication so I called Samsung, I was told that a consultant by the name of Prudence will call be before COB I received no call. Around about 4:30 I called again and was told that Prudence finished work early! I eventually managed to get a hold of TM electrical, they advised that they were unable to send me a formal quote as they needed to chat to the technician. She further advised that my repair would cost R23 000 as they needed to replace the screen, she then went on to say that the screen needed for the repair was not in stock. She advised that on Monday 30/04 I will receive a formal quote and feedback.

To date I have received nothing. On the 02/05 I called Samsung again, I eventually managed to speak to Prudence and she escalated my query to her manager called Tavin. I found him to be exceedingly rude, he spoke over me in an extremely condescending manner. Is this how you treat your customers? After a long heated conversation he basically said that he can send a Samsung technician out to see if it is a manufacturing issue but once again I needed to pay for that! The least Samsung could do is incur the cost of sending their technician. In addition to this if TM electrical is an accredited provider of Samsung why aren’t they able to advise if it is a manufacturing issue as they have looked at the fault?

This is certainly not the quality of product or service that I expected from Samsung. This whole experience has been very upsetting for me and I will never use or recommend a Samsung product ever again!