SB
Sandra B
1 reviews | Active since Feb 2015
04 Jul 2018, 15:59
Samsung Service is non existent
After purchasing a Samsung Dishwasher and reading the manual that was supp**** with the machine, the machine does not have the button that is specified on the manual. Called Samsung as this is the next best thing to do (not quite) and they send out a technician that was not able to assist me with my issue as he was also reading the manual and I was explain to him what to do really! I bought the machine on the 1st of June 2018 and a month later I am still awaiting some resolution on this matter, I keep getting calls to rate Samsung’s service and people phoning me to ask for my email address and nothing gets done to resolve my issue. CAN SAMSUNG PLEASE RESOLVE THE ISSUE OR REPLACE THE MACHINE AS IT DOSE NOT DO WHAT THEY SAY IT IS SUPPOSED TO DO.
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Samsung South Africa's replyOfficial
05 Jul 2018, 09:20This is to acknowledge the receipt of your mail.
We have noted your concerns and your query has been escalated to our Voice of customer team under reference number: ***
A senior customer service executive will contact you with further advise on this matter.
Regards,
Samsung Team^NP
Samsung South Africa's reply05 Jul 2018, 09:20
Official
This is to acknowledge the receipt of your mail.
We have noted your concerns and your query has been escalated to our Voice of customer team under reference number: ***
A senior customer service executive will contact you with further advise on this matter.
Regards,
Samsung Team^NP
SB
Sandra B's updateReviewer Update
17 Jul 2018, 11:23So, after a 1 month and 10 days of waiting for Samsung to sort out the issue with my NEW Samsung Dishwasher as it does not do what is says in the book or what the customer call center person told me to do on my initial call to them, so many calls after that and requests for my email and promises made and nothing happened. I got a call on the 11 July 2018 to say that a technician would be out to see my Machine again and I requested if the technician could come out on Monday the 16 July 2018, so as expect of the no service level from Samsung South Africa no one called to make an appointment and to no surprise no one came to see the machine. Today the 17th of July 2018 I received a call from Samsung informing me that the technician that came out the first time has informed the person that phone me that this machine cannot do the function that the book says and the person in the call center asked me to do. This same technician that when he come to see the machine the first time had asked to see the manual of the machine as to try and assist me with the issue and said he was not sure and had to go find out and call me back (guess what that call never happened). Now that Samsung had taken more than 30 days to sort out this issue and comes back with these ridicules answer today, I can no longer return the machine to the store to acquire another machine due to the 30-day policy. This is unacceptable in any service value at all. Awaiting a resolution to this issue as I now have a machine that has an issue and no resolution.
This is what I received after my call - A Few Pointers on this Letter to note:
1. How is this a hand-held product (Dishwasher)
2. How can the technician confirm the specifications as he tried it himself and it did not work and he left the machine without resolving the issue?
3. The model number is in the book with the instruction that is not working so to the standard specifications the machine is not working correctly.
Letter from Samsung Electronics South Africa on their letter head.
Date: 17/07/18
Feedback Closure
Product: Hand Held Product
Model code: DW60M5030FS
Query Number: ********** 707
Dear (My Name and Surname)
• We confirm that the above Samsung unit has been assessed by a Samsung Accredited Service Center.
• A technical specialist from the accredited service center has assessed the unit and we confirm that you unit conforms to Samsung Electronics specification.
• We have standard manual for all dishwashers, Specifications details may vary from models.
Your Sincerely
Customer Escalations Desk
End of letter
SB
Sandra B's update17 Jul 2018, 11:23
Reviewer Update
So, after a 1 month and 10 days of waiting for Samsung to sort out the issue with my NEW Samsung Dishwasher as it does not do what is says in the book or what the customer call center person told me to do on my initial call to them, so many calls after that and requests for my email and promises made and nothing happened. I got a call on the 11 July 2018 to say that a technician would be out to see my Machine again and I requested if the technician could come out on Monday the 16 July 2018, so as expect of the no service level from Samsung South Africa no one called to make an appointment and to no surprise no one came to see the machine. Today the 17th of July 2018 I received a call from Samsung informing me that the technician that came out the first time has informed the person that phone me that this machine cannot do the function that the book says and the person in the call center asked me to do. This same technician that when he come to see the machine the first time had asked to see the manual of the machine as to try and assist me with the issue and said he was not sure and had to go find out and call me back (guess what that call never happened). Now that Samsung had taken more than 30 days to sort out this issue and comes back with these ridicules answer today, I can no longer return the machine to the store to acquire another machine due to the 30-day policy. This is unacceptable in any service value at all. Awaiting a resolution to this issue as I now have a machine that has an issue and no resolution.
This is what I received after my call - A Few Pointers on this Letter to note:
1. How is this a hand-held product (Dishwasher)
2. How can the technician confirm the specifications as he tried it himself and it did not work and he left the machine without resolving the issue?
3. The model number is in the book with the instruction that is not working so to the standard specifications the machine is not working correctly.
Letter from Samsung Electronics South Africa on their letter head.
Date: 17/07/18
Feedback Closure
Product: Hand Held Product
Model code: DW60M5030FS
Query Number: ********** 707
Dear (My Name and Surname)
• We confirm that the above Samsung unit has been assessed by a Samsung Accredited Service Center.
• A technical specialist from the accredited service center has assessed the unit and we confirm that you unit conforms to Samsung Electronics specification.
• We have standard manual for all dishwashers, Specifications details may vary from models.
Your Sincerely
Customer Escalations Desk
End of letter