Terrible servicing and continuously **** to by a manager. Warning if you buy a Samsung TV and have any issues.

<p>I recently bought a Samsung 50' 7000 UHD TV on Black Friday from the Samsung store at the V&A Waterfront in Cape Town.</p> <p>The TV was working perfectly the first day and on the second, the TV would freeze when I put in my hard drive or any USB. I returned the TV to Samsung and they couldn’t believe my luck saying they don't have any issues with this TV model. The manager also told me that they hardly have any returns and told me about a situation where a client had a problem on the same TV three times and he was given a better model which worked. </p> <p>I was given a brand new second TV which had the exact same issue after two days of using it. I then called the manager and explained that the same issue has happened again and he basically said it's my hard drive (which I have been using for over a year on another Samsung TV). We discussed the point again about the third TV getting issues and that you get a better model if it doesn’t work.</p> <p>When I said I want to return it for a refund rather, I was first told that it was not Samsung's policy to get a refund (meanwhile the CPA states that you can either return, repair or exchange a good if it is defective in the first six months from purchase). He then said they can repair it (which is what I didn't want after buying a brand new TV). Another reason I didn't want a repair was because the manager also told me that it is sometimes the TV's part and when they repair it they will put in an older model's part and it works. (Who wants older parts in a new TV?)</p> <p>We came to an agreement that they will check the first TV I brought back to see what the issue was before we decide on what to do. This process took over a month to receive feedback with me constantly calling in and asking for an update. Once I even called in and the manager told me that the service consultant (won't mention the name) is working on my case and will provide me feedback that day.</p> <p>I called back the following day after not receiving any feedback and the service consultant didn't even know who I was. She then said she will call back in five minutes which turned out to be over two hours and I couldn't answer the phone. I called in once and the service consultant asked me to bring my TV (second unit) in so that they can check if it was damaged from client due diligence. Even after the manager and I spoke about them testing the first TV, before we decide what to do. </p> <p>Eventually I called the manager and he said that they have feedback on the old TV and there was a problem on the mainboard. He then said that I can get a new TV but they don't have any stock so I would have to wait about two weeks. We spoke about the issue again on getting a better model if it doesn't work but he assured me that it will work. It was also difficult to get them to deliver it to my house, I had to ask a couple of times because the TV is very big to fit in a car and walk through a shopping centre and they eventually agreed to deliver it.</p> <p>Eventually after a long wait of me following-up, the TV was almost ready and they said it would arrive on a Wednesday or Thursday latest. I waited and called again on the Thursday and they said the TV has been standing there, so I need to come fetch it (after being promised to that it will be delivered to me). I argued that they were supposed to deliver it and then they agreed to the Friday. As promised, the new one arrived the following day and once the delivery men left I noticed that the box looked old and marked. I checked the serial number and it ended up being the first TV I brought back after being promised a brand new one again. A later discussion I had with the manager about this, he said that they thought it would be in my best interest (he had stock all along but they wanted to repair that one instead). Not sure how this was in my interest when I said numerous times not to repair my current TV. He also said that he shouldn’t have told e about the old parts being replaced into the TV’s. It’s not always the case.</p> <p>You might think this is crazy but I have proof and many witnesses, on the third TV the picture started to pixelate and the quality overall was terrible. I took a photo and went into the store to complain about it and receiving the old TV in place of a new one. I was just told by the manager that they can come repair the TV again (for goodness sake, how can he even ask that?). I asked about the third TV giving issues and getting a better model, he proceeded to tell me that that’s not Samsung’s policy; I will need to pay in the difference or I can get the refund I requested.</p> <p>That same day I collected the TV and brought it back to the store for the refund. The manager had left, his phone was just ****** and he did not tell any of the staff about the refund. Because of this, they could not call him to verify it and I could not get my refund. I sent an email to hi the following day to please inform his staff so that I can come in for the refund. The next day he called me back and said that his staff could have processed the refund but they don’t know how to do it (he also said that they left some stupid note for him about it). He then argued with me saying how the TV is in perfect condition and coincidently while looking at it, a client walked in and commented on what great quality the TV is. He offered me to collect the TV as is, a refund or a new TV (Which I was impressed about, but about the only thing).</p> <p>That evening I tested my hard drive on another Samsung TV and it was perfect quality so I went in for the refund. I asked the staff member why she didn’t process my refund the first time I came in and she said that the manager had to authorise it but obviously she knew how to do it (another lie by the manager which I told the staff member about).</p> <p>I used the refund to purchase a cheaper 49’ UHD Hisense TV and it has been working perfectly. I took images of the exact same part as the images of the video with the Samsung and you will not believe the difference. I emailed those images to the Samsung store to see what their view was but they did not reply. All my colleagues and friends have seen the difference and also cannot believe it. So either the TV had deteriorated and the manager **** about or the Samsung was just far worse quality than the cheaper Hisense.</p> <p>Also please be aware because he told me the TV is perfect and they are going to resell it, so watch out that you get that same model.</p> <p>I am in the servicing industry and I cannot believe the service I received from this manager. He even told me they gave me special service that they normally don’t give to clients which I am struggling to see. Everyone I speak to also cannot believe it and I will never buy anything from that store again or trust Samsung for a while.</p>