CS
Copeland S
1 reviews | Active since Apr 2014
13 Apr 2022, 13:51
Samsung Poor Service
I have a Samsung Refrigerator which is still under warranty. My fridge gave up and I was told to contact TM Electronics who service all Samsung appliances. I contacted them and they have given me the run around with the most atrocious service. They sent out a technician who had confirmed that the compressor needed replacement, and since then I've been left in the dark regarding the repairs. I've been making daily calls and keep getting told that a quote will be sent through, but no service to date has been given. I asked to speak to the manager Sagree, and she has also made promises without any action. I wanted to contact the branch manager and was denied his contact details. This is a very poor reflection on Samsung which is a household name. I have been left without a fridge for a month now, and no one to date has taken ownership of my qerry. Very disappointed.
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Replies (2)
Samsung South Africa's replyOfficial
13 Apr 2022, 13:52Good day Copeland ,
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
:^NM
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
:^NM
Samsung South Africa's reply13 Apr 2022, 13:52
Official
Good day Copeland ,
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
:^NM
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
:^NM
CS
Copeland S's updateReviewer Update
20 Jul 2022, 14:22Hi, it is now the 20th of July and the issue with my refrigerator is still not resolved. I am still without a fridge, and no contact from TM electronics in the past months. The last message given was that they would order the compressor which was in April. It’s always us who initiate contact, not them. They cannot be bothered about client service. They keep saying they will check and get back to us, or my manager is in a meeting, or, we will keep you posted, and that’s it. No further communication from them, and we have to call and run after them. Now, the latest update, is that we made contact with them 2 days ago, after which, we were told that they have the compressor in stock and that wet must pay 50% and then only will a technician come out. We agreed and paid 50%, and then a tech came out on the 19th of July, with the new compressor to fix the fridge. Upon doing a thorough diagnosis he found another fault with the circuit board. So he left my home to go and check on availability of this part. My question today to TM Electronic manager Sagree was, why was this diagnostic not done correctly in the 1st place, to which she had no satisfactory resolution to, and refusal of compensation. We had been on and off with TM Electronics, literally chasing after them for answers. Even Samsung themselves cannot resolve this issue. All we get is calls from call centres, and no one in Samsung can help us. I will never buy from Samsung ever again. I mean, to be without a fridge for half the year, like seriously Samsung, this can’t be a service you are proud of. It’s atrocious.
CS
Copeland S's update20 Jul 2022, 14:22
Reviewer Update
Hi, it is now the 20th of July and the issue with my refrigerator is still not resolved. I am still without a fridge, and no contact from TM electronics in the past months. The last message given was that they would order the compressor which was in April. It’s always us who initiate contact, not them. They cannot be bothered about client service. They keep saying they will check and get back to us, or my manager is in a meeting, or, we will keep you posted, and that’s it. No further communication from them, and we have to call and run after them. Now, the latest update, is that we made contact with them 2 days ago, after which, we were told that they have the compressor in stock and that wet must pay 50% and then only will a technician come out. We agreed and paid 50%, and then a tech came out on the 19th of July, with the new compressor to fix the fridge. Upon doing a thorough diagnosis he found another fault with the circuit board. So he left my home to go and check on availability of this part. My question today to TM Electronic manager Sagree was, why was this diagnostic not done correctly in the 1st place, to which she had no satisfactory resolution to, and refusal of compensation. We had been on and off with TM Electronics, literally chasing after them for answers. Even Samsung themselves cannot resolve this issue. All we get is calls from call centres, and no one in Samsung can help us. I will never buy from Samsung ever again. I mean, to be without a fridge for half the year, like seriously Samsung, this can’t be a service you are proud of. It’s atrocious.