NW
Nico W
1 reviews | Active since Sept 2022
23 Sept 2022, 10:50
Samsung South Africa - worst customer service ever!
The worst customer service experience I have ever had. First contact with the call centre was on the 31st of August to report a faulty fridge (less than three years old). Countless calls to the call centre to follow up, no return calls. Literally no return call, ever. No escalation procedure, no supervisor or manager to speak to, no-one that seems remotely interested in sorting out your problem. Was provided the number for the Samsung corporate head office, the phone is never answered. I will never purchase another Samsung product. Today is the 23rd of September and I am currently waiting for a call from the service agents to inform me when they can come out to effect the repairs. Worst company I have ever dealt with.
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Replies (4)
Samsung South Africa's replyOfficial
23 Sept 2022, 15:50Good day, Nico.
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,
Samsung ZA
:^JL
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,
Samsung ZA
:^JL
Samsung South Africa's reply23 Sept 2022, 15:50
Official
Good day, Nico.
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,
Samsung ZA
:^JL
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,
Samsung ZA
:^JL
NW
Nico W's updateReviewer Update
23 Sept 2022, 16:39Eventually got a call from the technician that investigated the fridge on the 20th of Sept. They quoted me on (for which I made payment) and ordered the wrong parts to effect the repair. An additional quote and another payment made today. Thus the work can not be carried out today. They will now get to the repair by the 27th at the earliest. I will repeat my earlier statement, the worst company I have ever dealt with.
NW
Nico W's update23 Sept 2022, 16:39
Reviewer Update
Eventually got a call from the technician that investigated the fridge on the 20th of Sept. They quoted me on (for which I made payment) and ordered the wrong parts to effect the repair. An additional quote and another payment made today. Thus the work can not be carried out today. They will now get to the repair by the 27th at the earliest. I will repeat my earlier statement, the worst company I have ever dealt with.
Samsung South Africa's replyOfficial
23 Sept 2022, 16:54Our advisor has received your complaint and will contact you to assist further.
Samsung South Africa's reply23 Sept 2022, 16:54
Official
Our advisor has received your complaint and will contact you to assist further.
NW
Nico W's updateReviewer Update
27 Sept 2022, 11:53 As things currently stand I still don't have confirmation on when the repair will be done. This issue has now been dragging on for nearly five weeks. Samsung's advisor did phone me yesterday to apologise for the lack of service. That was the extent of the call. According to Samsung the issue has now been dealt with as the service agents will effect the repair. Samsung thus sees the matter as closed and apologises for the lack of service, nothing more. The customer advisor did promise to phone me back by 09:00 at the latest this morning to follow up. Its now 11:00 and I am still waiting for the call. The worst company I have ever dealt with.
NW
Nico W's update27 Sept 2022, 11:53
Reviewer Update
As things currently stand I still don't have confirmation on when the repair will be done. This issue has now been dragging on for nearly five weeks. Samsung's advisor did phone me yesterday to apologise for the lack of service. That was the extent of the call. According to Samsung the issue has now been dealt with as the service agents will effect the repair. Samsung thus sees the matter as closed and apologises for the lack of service, nothing more. The customer advisor did promise to phone me back by 09:00 at the latest this morning to follow up. Its now 11:00 and I am still waiting for the call. The worst company I have ever dealt with.