Shocking Customer Service

I've been reading the reviews here and am only sorry that I didn't do that before I bought my stove. If I could rate lower than 1 star, I would. Its not that the product has been bad, but the service is so much worse than anything else I've ever experienced in SA - and that says a lot.

I booked a call with Samsung and was told I would need to pay upfront and following proof of payment a call would be booked via sms. I was sent an email confirming this. Then I received an sms confirming that they were coming to fix my stove the next day. I called in because I had not yet paid and could obviously not have a payment reflected in Samsungs account by the next day and was told that it wasn't a problem, I didn't need to pay, and they would be there the next day, at which time I could pay. Needless to say they didn't pitch, and when I called I was told they didn't come because I hadn't paid. Obviously I complained, but no one will talk to me; they simply repeat the mantra "you have to pay before we will come out" without addressing their blunder and misinformation. I emailed to try to have someone address my complaint for 5 weeks without a response. When I try to call in to follow up I'm told that they can't help (escalate, call a manager etc) because I need to follow "process". And what process means is - I have to send an email! Obviously I've sent several. I finally received a response after 6 weeks and they simply repeated the mantra - you've been told you have to pay before we'll come out. My issue is not even about that, but I cannot get anyone to actually engage with what my issue is, they simply brush me off. and I cannot get anyone else to come because I need a Samsung technician. On principle I don't want to let it go and "do what I'm told' by Samsung until they address this, but clearly they don't want the business and don't mind the bad reviews. I will never buy Samsung again and will advise anyone who asks against them too.