GA
Gaye A
1 reviews | Active since Dec 2020
10 Dec 2020, 10:18
Samsung service does not exist!
Customer Care Service does not exist! I bought a brand new Samsung double door fridge/freezer. The very first time I switched it on, everything froze in the fridge compartment. I contacted their customer care centre and was given a reference number. Since then, nearly a month later I am still waiting for a technician to come. I have jumped through hoops trying to get help from them. Service calls are booked and cancelled (4 times now). I sent an email at one stage and the response I got was useless. I responded to the email and have not got a reply. I have so many other comments to make regarding my dealings with the service centre but I would rather just leave it as is as I have now just had it with Samsung!
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Replies (3)0
Replies (3)
Samsung South Africa's replyOfficial
10 Dec 2020, 10:23Good Day ***e, 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 ZA
NM
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 ZA
NM
Samsung South Africa's reply10 Dec 2020, 10:23
Official
Good Day ***e, 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 ZA
NM
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 ZA
NM
GA
Gaye A's updateReviewer Update
10 Dec 2020, 10:31Thank you for your reply. The day Samsung stick to their word about service and fix my fridge/freezer is the day I will believe Samsung and their promises.
GA
Gaye A's update10 Dec 2020, 10:31
Reviewer Update
Thank you for your reply. The day Samsung stick to their word about service and fix my fridge/freezer is the day I will believe Samsung and their promises.
GA
Gaye A's updateReviewer Update
14 Dec 2020, 20:17Good day.
Your mail dated 14 December (10:19) says the matter has been concluded. You are quite wrong and you have just demonstrated once more, that Samsung after sales service does not exist ! A service call was booked for 14 December. It was confirmed the same day by Samsung for the 14th. I made a special trip to be there and by 12pm I still had not heard from anyone or seen a repair team. So I called Samsung customer service to find out what was going on. For the 5th time, the repair did not take place. After lengthy investigations I was told that the repair had been cancelled. No one informed me that the service call was no longer going to take place. (Clearly nor was NM of Samsung who posted that this matter was concluded). Samsung then proposed yet another new date of Thursday, 17th December, a date not agreed with me and one I cannot make. How am I to believe that it would actually take place anyway. So 3 trips (300kms x 3) later, 4 cancellations and 1 no-show I still sit with a brand new fridge/freezer that is faulty. I am no longer available to travel backwards and forwards for their incompetence. All their sympathy for my predicament with each call lodged and promises to have the matter resolved have been in vain! It is now almost a month later and I still have no working fridge.
Your mail dated 14 December (10:19) says the matter has been concluded. You are quite wrong and you have just demonstrated once more, that Samsung after sales service does not exist ! A service call was booked for 14 December. It was confirmed the same day by Samsung for the 14th. I made a special trip to be there and by 12pm I still had not heard from anyone or seen a repair team. So I called Samsung customer service to find out what was going on. For the 5th time, the repair did not take place. After lengthy investigations I was told that the repair had been cancelled. No one informed me that the service call was no longer going to take place. (Clearly nor was NM of Samsung who posted that this matter was concluded). Samsung then proposed yet another new date of Thursday, 17th December, a date not agreed with me and one I cannot make. How am I to believe that it would actually take place anyway. So 3 trips (300kms x 3) later, 4 cancellations and 1 no-show I still sit with a brand new fridge/freezer that is faulty. I am no longer available to travel backwards and forwards for their incompetence. All their sympathy for my predicament with each call lodged and promises to have the matter resolved have been in vain! It is now almost a month later and I still have no working fridge.
GA
Gaye A's update14 Dec 2020, 20:17
Reviewer Update
Good day.
Your mail dated 14 December (10:19) says the matter has been concluded. You are quite wrong and you have just demonstrated once more, that Samsung after sales service does not exist ! A service call was booked for 14 December. It was confirmed the same day by Samsung for the 14th. I made a special trip to be there and by 12pm I still had not heard from anyone or seen a repair team. So I called Samsung customer service to find out what was going on. For the 5th time, the repair did not take place. After lengthy investigations I was told that the repair had been cancelled. No one informed me that the service call was no longer going to take place. (Clearly nor was NM of Samsung who posted that this matter was concluded). Samsung then proposed yet another new date of Thursday, 17th December, a date not agreed with me and one I cannot make. How am I to believe that it would actually take place anyway. So 3 trips (300kms x 3) later, 4 cancellations and 1 no-show I still sit with a brand new fridge/freezer that is faulty. I am no longer available to travel backwards and forwards for their incompetence. All their sympathy for my predicament with each call lodged and promises to have the matter resolved have been in vain! It is now almost a month later and I still have no working fridge.
Your mail dated 14 December (10:19) says the matter has been concluded. You are quite wrong and you have just demonstrated once more, that Samsung after sales service does not exist ! A service call was booked for 14 December. It was confirmed the same day by Samsung for the 14th. I made a special trip to be there and by 12pm I still had not heard from anyone or seen a repair team. So I called Samsung customer service to find out what was going on. For the 5th time, the repair did not take place. After lengthy investigations I was told that the repair had been cancelled. No one informed me that the service call was no longer going to take place. (Clearly nor was NM of Samsung who posted that this matter was concluded). Samsung then proposed yet another new date of Thursday, 17th December, a date not agreed with me and one I cannot make. How am I to believe that it would actually take place anyway. So 3 trips (300kms x 3) later, 4 cancellations and 1 no-show I still sit with a brand new fridge/freezer that is faulty. I am no longer available to travel backwards and forwards for their incompetence. All their sympathy for my predicament with each call lodged and promises to have the matter resolved have been in vain! It is now almost a month later and I still have no working fridge.