Urgent: Replacement TV Delay – Reference ***

Dear Samsung South Africa Team,

I am writing to formally express my deep dissatisfaction with the after-sales service I have received following the purchase of a Samsung TV through your official South African online store.

On 2 December 2024, I purchased a TV, confident in the reputation and quality associated with the Samsung brand—a brand I have supported across multiple product categories over the years. However, within just three months of use, the TV developed a black vertical line on the screen, a defect wholly unexpected in a premium product.

I logged the fault and requested a replacement. On 14 March 2025, I was contacted by a Samsung representative who confirmed the approval of my replacement TV or refund. I opted for the replacement and was assured that delivery would take 14 working days. To date, 14 September 2025, I have received no communication regarding the delivery timeline of the replacement unit. Multiple follow-ups have yielded only vague assurances that the replacement has been “approved,” without any concrete progress or updated timelines. I also sent an email regarding this matter on 2 June 2025 to which I received no response.

Adding further concern, during one of my interactions, a Samsung consultant expressed surprise upon hearing the serial number of my TV, stating that it indicated the product was originally from Kenya. This is troubling, as I purchased the TV through Samsung’s official South African online store, with the clear expectation of receiving locally supported stock.

To make matters worse, the TV’s condition has now deteriorated further: it repeatedly restarts on its own and often goes completely black, showing only a flashing red light. This has rendered the TV virtually unusable and significantly added to the frustration of waiting for a resolution.

This entire experience has been highly disappointing, extremely inconvenient, and has seriously affected my confidence in Samsung as a brand. As a loyal customer, I expected far better after-sales service. The continued delays and lack of clear communication are unacceptable.

I therefore urgently request escalation of this matter and immediate resolution. Kindly provide written confirmation of the delivery date for my replacement TV without further delay. Alternatively, I would be willing to collect the replacement unit directly from a nearby Samsung store if this would expedite the process.

I trust Samsung will take responsibility for resolving this matter swiftly and restoring my confidence in your brand.

Best regards, Raeeq Gamieldien