Samsung worst customer service

Good Day

I’m writing this review as a highly disappointed customer of Samsung

I purchased a 70 Inch Samsung TV and in less that 2 years my power board of my tv broke and my tv was not able to power on – the reason I know the power board blew is because SSS cellular confirmed this, who is Samsung repair agents.

The reason why I’m unhappy is because when my tv stopped working I called Samsung for them to come out and have a look at the issue(reference number ***). I was then told by an agent that before they can send anyone out to me I need to self-diagnose the TV, this meant that i had to disconnect all sources from my tv (eg xbox and surround sound) and make sure the power plug is properly in, bear in mind that in order for me to do this I had to remove the TV from the wall as it was mounted to the wall.

In this process the screen cracked which is highly possible when handling this size TV and its also the reason that when I bought the tv I had the seller install it with an extra cost just to be safe.

I called Samsung and explained the situation, and after numerous calls with agents and managers promising to call back I received the worse service ever to come across.

Just to put in to context – agents have been telling me that they escalating the query and the next time I call in I have to explain myself again which shows that my query was never escalated or logged and I’ve even been **** to about a manager that doesn’t exist who was supposed to call me (I assume this was said just to get me off the phone), I've also been told that my parts are ordered and when I called the repair service (SSS cellular) they told me Samsung will not pay for anything. What I’m saying are all facts and the proof is in the recordings. I've requested the transcripts multiple times to write a complaint that is truthful and honest, but they do not want to send it to me, and I'm pretty sure I’m entitled to it.

After my 7th call and demanding to speak to a manager I eventually got hold of a manager by the name of Thandi who told me she will speak to her senior manager and get back to me, but to my surprise she got a agent by the name of Paul to call me and tell me that Samsung will not repair anything and he will send my final rejection letter. Now this is sad, because from my experience once you speak to a manager that person then deals with the escalation from there on. This also just should me how serious they take their customers.

Now I understand that Samsung is saying the warranty waved because the screen has a crack, but my argument is when I called for assistance why didn’t they send out someone to look at the tv especially after they saw it’s a 70 inch tv. This could all have been avoided if they had just brought out a specialist to sort out the issue which was clearly the VSS board as per the sss cellular repair center.

Also what they are failing to understand is that it’s their process in dealing with agents calling to for faulty tv and telling us to self-diagnoses the tv, is the ONLY reason why my tv is cracked today and therefore they should take responsibility. Because I called for help, I didn’t call for them to put me to work.

I’m not someone who complains but I’ve saved a long time to purchase this tv and the only reason its cracked today is because of Samsung process.

From my experience with the Samsung agents and manager, it feels like they think they untouchable and its sad when all u want is reason and understanding.

I’m willing to put up a fight and reach out to whoever possible to help in this regard.

I also have my proof of purchase to show its still under warranty.

Kind regards Keagan