SAMSUNG WASHING MACHINE TM ELECTRONICS WARRANTY!

I have emailed and logged four complains with Samsung using the email *** but I have yet been contacted by anyone, additionally I have called the customer Careline twice!

13 October 2021 Approximately 2 weeks ago a technician from TM electronics reported to my premises and inspected my washing machine, I explained to the technician (Bongani) the problem and he assisted by emptying the pump and helped to balance the machine, He stated my washing machine was situated on the platform and that was the reason for "all" of the problems but they will be resolved although not perfect with his tips

- The technician did reference a lot of his comments to my helper and did speak in Zulu a language I do not understand, This was ignored

Once the technician had "balanced" and drained my machine the UB error stopped but a loud noise started and an extreme wobble, both different than the initial complaint I mentioned this to the technician he did not recheck I was just told the platform was the issue although I explained that its only been doing this for a month as per my initial complaint to head office I was then informed that the shocks were worn out but that is normal, I was extremely unhappy with the shocks comment as the item is under warranty hence I should not be liable.

So I resorted to contacting the Samsung Nandi drive manager unaware that they were two different companies, I finally got the sound on video and he contacted the correct company on behalf of me in order to get them to re-inspect he even included the video.

Approximately a week later after i had to bother the Samsung manager to follow up (This isnt even his case) i received a call from the original technician he rudely ask is it still on the platform as i told you it shouldnt be on it I eventually sent him the video I informed him that while I understand the wobble is due to it been a wobble machine and the platform the noise was my concern, I then made contact to Segry from TM electronics and informed her of the entire situation while I was speaking to her she rudely handed over the phone to Rajin - Did not state she was doing so or mention anything, I re-explained him the entire complaint as well as how the noise changed, sent the video, and requested that if the technician believes the fact that my washing machine was not on the leveled floor to be a problem to pick up the machine and test it on your grounds - I did request a different technician in order to get a second opinion, I asked about the shocks as well, and was told it would be requested under warranty, I requested to be informed of the date and called before coming in This did not happen but when I called TM electronics Segry stated the technician did call and speak to Mrs Khan (Me) to schedule the date (false). I was in fact contacted 15 mins before arrival - as per request

The original technician came back to my premises and says in a rude tone what is wrong with your machine, when I answer and before completion he says oh I came to fetch it, the technician takes the machine, I take pics of it, My water pipe connected to the machine was not closed I believe they struggled to close it but I was told he made a plan and I should not touch it and the water had stopped - Next morning my house was flooded.

I requested Rajin to call me as Segry mentioned the technician would give me a turn around time but he stated he doesnt know and Rajin would let me know, Rajin never called, I messaged Segry for feedback twice - No response, I eventually called TM electronics (This morning) and was told by Segry that there is infact an issue with my machine and spares are ordered, I asked what was wrong and she stated she was unsure - Spoke approximately 4 x to her via telephone all her responses are always rushed and makes it sound like its a bother to be answering the questions/provide feedback

I then messaged mentioning that I would like a full update of the repair as I need all issues to be completely resolved I can not sit with the same issues 3 months later when the warranty is over despite the fact that I have complained and mentioned various times in advance.

I am extremely annoyed with the service I am and have been receiving from samsung as whole, I have been sitting with the problem for about 2 months now, It took a month of unnecessary chats with Samsung help to try unhelpful solutions it then took 2 weeks for the call to be booked even with proof of purchase now I have to beg for a technician to see there is a problem and then nag for updates.

Customer service cannot be this difficult, If the technician listened to me initially the problem would have been solved, Instead im faced with rude and rushed responses as if its me whos the problem or burden, This is your JOB, your business after sales is a huge part of a business and if this is what I am going to be receiving on a continuous basis this much run around time I rather use a more efficient brand, I am literally phoning Sanjay (Lots of appreciation to him) to fix something that his not even working on! You cannot work in customer service and have a problem with answering questions and updating customers.

After all this running around and extreme delays I would like to know should the problem not be resolved or occur again now who will be liable? Who is going to now redo this entire process? As i personally do not want to sit with major issues nor do I want to be continuously told this is normal when its only been happening for a month

I have finally exhausted from dealing with the low quality of customer service i have been receiving, I would like a manager to contact me and now deal directly with me

Update 14 October 2021 Sharmaine from TM electronics contacted me the shocks were replaced and the water pipe. The Owner contacted me barely apologized and spoke to me about his partner been on holiday and looting of the company. The washing machine was kept on test for 48 hours and delivered on the 16th

I washed clothes on the 20th only to experience the same error (The machine was since moved from the platform now on a leveled floor) I contacted TM electronics and a service was scheduled for the 23rd when I would do washing again

Update 23 October 2021 The technician visited around 8.30 am and tested the machine for 45 mins the error continued and he was unable to repair despite his determination. I had to continue washing my clothing at a relatives premises. I contacted TM electronics including the owner stating I would no longer like repairs to continously be done but instead I would like the machine to be replaced under warranty. I contacted Samsung online and logged a complaint as I I extremely exhausted and frustrated.

The owner contacted me stating he would send in the warehouse technician and then send a report to samsung.

The warehouse technician pitched up an hour late. And proceeded to start opening my washing machine I contacted the owner stating I was unhappy with this as I cannot keep contacting and dealing with continous repairs. The owner stated he would submit a report to samsung on Monday of the warehouse technicians findings I asked him if the warehouse tech does not find issues will Rajin (Morning tech) report be included as this error is inconsistent. He told me the warehouse technician is more experienced so his report will be sent I then stated this is unfair as both technicians reports should be included he said he will submit and should take it up with Samsung he asked me if I understand English and then stated if I don't he will speak to me in a different language. He was so rude! I responded with I have not received such kind of service in my entire life!

The warehouse technician without my permission has now swapped out the shocks hence he did not witness the error this is the same technician who initially did the repair when I asked him how can he guarantee after a few days this will not happen again. He obviously did not have an answer. At the point the owner was not aware of the swap. But the technician did mention he would make him aware once his back at office. I was told to just rearrange the clothes if the error occurs. But as Rajin has witnessed the rearrangement does not work. No matter what the error continues

SAMSUNG I cannot keep dealing with this! After sales is an extremely important part of a brand. I am frustrated from contacting TM electronics. I am stressed from needing to continously wash my clothes at my mothers house. And the problem is not permanently resolved either!

This type of after sales service is disgusting. The product is under warranty can you please replace the item I think two months of back and forth is more than enough! I would really appreciate senior management from Samsung contacting me ASAP. If this is the service I will be receiving on a daily a basis. I will not be purchasing or supporting your brand ever! This is unacceptable and pathetic service!