Terrible Customer Service

I'm not someone who normally posts negative feedback about brands online but I felt it was my duty to warn customers about the hassles I've faced with Samsung. Being in a customer service environment myself, I know how important it is to show your customers that they are valued - Samsung have done quite the opposite!

Imagine saving and wanting to purchase a refrigerator that not only meets your needs but also compliments your kitchen at the same time. Four out of five appliances in my home are from the Samsung brand because it's a trusted brand. I had the most ********** experience with Samsung that has left such a sour taste in my mouth that I will not purchase their products in the future!!!

My refrigerator that was just over a year old, stopped working on a late Tuesday evening. We called Samsung and placed a call with a very friendly agent. On Thursday, a Samsung-accredited service provider came out to our home to assess the refrigerator. The repairman was in a haste and whilst assessing the fridge, he opened the refrigerator door and hit it against the edge of the kitchen granite top, which has dented the door. He quickly left after a few minutes stating that the refrigerator will not be repaired. We only noticed the dent the next day, as we did not expect the fridge to be damaged by the repairman.

I called the service provider to log a complaint and they took down my details and said that they would investigate. They came back to me and said that they cannot confirm that the repairman damaged the fridge. Being unhappy with their lack of accountability, I decided to log a complaint with Samsung...... and you can only imagine the run-around that I have been given since.

So it took Samsung 3 WEEKS to repair the refrigerator to get it in working order. My complaint regarding the dent has still not been addressed. Every time I call Linda, the agent dealing with my complaint, she does not return calls, and every time I ask to speak to a manager, I get told that a manager will call me back - which hasn't happened yet. So this is a brand whose after-sales service is pathetic, to say the least. They have no empathy for their customers and Do Not Treat Them Fairly.

So the response that Samsung has provided is that the service provider has done an investigation and is accepting no liability for the damage as the damage was there prior to their visit.

So my question to Samsung is if the dent was there prior to their visit, why did the repairman not make a note of it on the job card when I signed? Why is that I have to just accept what has happened because Samsung has sent out their approved service provider, who damaged my fridge and I just have to live with it? Do I really have the time to call and complain about a dent I caused?

We all know that the Samsung brand does not come cheap - we pay huge amounts for any of their products. Thereafter, service is pathetic. I had no refrigerator for 3 WEEKS and we have a 19-month baby, so you can only imagine my struggles.

So now that I've posted this very long complaint, I would like to warn consumers about a brand that just takes your money, does not provide you with quick, efficient after-sales service, who sends out service providers that actually damage your appliances instead of repairing them, and who then indirectly accuse you of lying when you log a complaint against one of their service providers.

I hope I do get a call back from a manager at Samsung now after 5 weeks of trying to resolve my complaint, but based on my experience with them, I doubt I'll even get the courtesy of a call back.