Urgent Assistance Required - Immediate Resolution Needed

I am writing to demand your immediate intervention regarding a serious issue we have encountered with a recent purchase and installation, and the subsequent appalling lack of customer service we have experienced.

On 22 June 2024, my wife purchased an 85' QLED Samsung TV from the Samsung store at Kolonnade Shopping Center in Pretoria. She was assisted by a representative named Joesias, with a cash sale reference number: ***, totaling R28,999.00. Due to my work commitments, I asked her to schedule the delivery for the following weekend, 29 June 2024, so I could be home for the installation.

The installation was performed by accredited Samsung installers who mounted the TV on our wall. However, that night, the TV fell off the wall, damaging both the TV and our floating stand. I immediately contacted the installers and was advised to report the incident to the store where the TV was purchased.

On 30 June 2024, I visited the store and spoke with Joesias again. Unfortunately, he was incredibly unhelpful and rude, showing no interest in our case. He prematurely concluded that there was nothing they could do, despite not taking the time to understand the situation. He and his manager are attempting to blame our TV stand and bracket, but the issue clearly lies with the TV holder, which could not withstand the weight of the TV and broke, causing it to fall.

The TV did not even function for a day, as it fell and was damaged the same night of installation. I was informed that Samsung has a warranty and insurance policy that should cover such incidents. However, despite numerous attempts to communicate with the store and the customer service team, we have received no response or assistance.

As loyal customers of Samsung, this experience has been extremely disappointing and distressing. To date, I have been communicating with Joesias at the store, who is not willing to help. I regret doing business with Samsung because of an *********** salesperson who only cared about making the sale and then provided abysmal customer service. From Monday, they said they would send a representative from Samsung to do the assessment. It is now Thursday, and Joesias is saying that he is unable to help me and that I should call the people who did the installation. I did not appoint the installers; they were sent by the Samsung store to do the installation. And even if I call them, what must I say? They were here to do the installation, nothing more, and I did not buy the TV from them.

I demand urgent assistance to get a replacement TV of the same value and to have our floating stand repaired. This situation has caused significant distress, and we expect Samsung to uphold its reputation for quality and customer service by addressing our issue immediately.

I am prepared to share my experience with your current and prospective customers on all my social media platforms if this is not resolved immediately. I have spent my hard-earned money to support your business and am now treated like trash in the economy we live in.

We rely on your intervention to ensure a fair and prompt resolution.

Thank you for your attention to this matter. We expect a prompt and satisfactory resolution.