rM
rosinah M
1 reviews | Active since May 2016
07 Nov 2022, 09:17
Very disappointed customers
Reference *** I got a call from Samsung on Friday asking if my washing machine have been fixed. Even though I stated over and over again that I cant fix a machine that is less than a month i just want my money back i was then transferred to the lady called Nomsa and i told her am not dropping the call until I get my money back and she promised to call me again before she knocked off.
Few minutes later I got a call from Steven Maapasha who told me a technician was supposed to come on Friday the 4th November but they never came. I told Steven that this is inconveniencing me and I want my money back so I can get another washing machine. He told me he cant do that until a technician comes to assess the machine. I asked when is the technician going to come he told me he doesn't know. I then asked to speak to his manager because "I DON'T KNOW " was not good enough for me. He told me he is the manager and there is no one above him. He then went on to futher say "Now the service center closes at 5pm and I couldn't call them because of you goin back and forth with me" All of a sudden I was to blame for him not being able the call the service center on time. This is the person who called me at 16:56. Why didn't he call the service center before he called me to get his facts. Am really disappointed in this whole process. Can someone just send someone to fetch this machine and I get my money back please
Helpful (0)
Replies (4)0
Replies (4)
Samsung South Africa's replyOfficial
07 Nov 2022, 09:19Good morning Rosinah,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
;^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
;^NM
Samsung South Africa's reply07 Nov 2022, 09:19
Official
Good morning Rosinah,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
;^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
Samsung ZA
;^NM
rM
rosinah M's updateReviewer Update
07 Nov 2022, 09:39This is the 3rd time this issue is being escalated
rM
rosinah M's update07 Nov 2022, 09:39
Reviewer Update
This is the 3rd time this issue is being escalated
Samsung South Africa's replyOfficial
07 Nov 2022, 10:02Thank you for posting your comment
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Samsung South Africa's reply07 Nov 2022, 10:02
Official
Thank you for posting your comment
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
rM
rosinah M's updateReviewer Update
08 Nov 2022, 15:35Samsung lie on their technical report so I dont get my money back
I bought a 21kg Samsung machine at game on the 11 October 2022 for R14 000. Within two weeks I could see that this machine is not washing the clothes clean so I reported it to the game store and they told me they have to log a call with Samsung. To cut the story short I called Samsung call centre and the lady did the trouble shooting exercise with me. We put the machine on quick wash and I waited for about 40 minutes for the machine to finish while we did a video call on the link she sent me. I only put 4 or 5 t-shirt in the 21kg machine. The machine didn’t stop at the end of its cycle, it started it cycle all over again. I was told they will have to send over a technician. I asked that I want my money back as I was not happy with the service I was receiving from Samsung. Was told a technician need to come 1st and assess the machine. Finally a technician came yesterday. Tested the machine and the machine passed its electronical test. However they also had to test the machine manually again and do the trouble shooting that was done with the call centre lady video recording the whole process to send the recording to samsung… I put two small door carpet in the machine and did a quick wash again. The machine didn’t stop again at the end of its cycle.
Today got a call from Samsung this morning telling me the machine didn’t stop because I overloaded the machine. And that they will replace the machine. I told them I dont want a replacement but my money back and I was told to call the call center again. This is a 21kg machine that I put two small carpet inside. What about the 1st trouble shoot because I put >= 5 items (T-shirts) , was the machine overloaded?
I called the call center and was told Steven will call me. I received a call from Steven telling me because I overloaded the machine I cant get my money back. I asked Steven to check the two videos that was taken but he told me he is going to go with what is written on the technical report and gave me the Ombudsman contact details and said I can take it up with them. This machine is less than a month old and I just want my money back.
Very disturbed by samsung bad service...
I called the call center and was told Steven will call me. I received a call from Steven telling me because I overloaded the machine I cant get my money back. I asked Steven to check the two videos that was taken but he told me he is going to go with what is written on the technical report and gave me the Ombudsman contact details and said I can take it up with them. This machine is less than a month old and I just want my money back.
Very disturbed by samsung bad service...
rM
rosinah M's update08 Nov 2022, 15:35
Reviewer Update
Samsung lie on their technical report so I dont get my money back
I bought a 21kg Samsung machine at game on the 11 October 2022 for R14 000. Within two weeks I could see that this machine is not washing the clothes clean so I reported it to the game store and they told me they have to log a call with Samsung. To cut the story short I called Samsung call centre and the lady did the trouble shooting exercise with me. We put the machine on quick wash and I waited for about 40 minutes for the machine to finish while we did a video call on the link she sent me. I only put 4 or 5 t-shirt in the 21kg machine. The machine didn’t stop at the end of its cycle, it started it cycle all over again. I was told they will have to send over a technician. I asked that I want my money back as I was not happy with the service I was receiving from Samsung. Was told a technician need to come 1st and assess the machine. Finally a technician came yesterday. Tested the machine and the machine passed its electronical test. However they also had to test the machine manually again and do the trouble shooting that was done with the call centre lady video recording the whole process to send the recording to samsung… I put two small door carpet in the machine and did a quick wash again. The machine didn’t stop again at the end of its cycle.
Today got a call from Samsung this morning telling me the machine didn’t stop because I overloaded the machine. And that they will replace the machine. I told them I dont want a replacement but my money back and I was told to call the call center again. This is a 21kg machine that I put two small carpet inside. What about the 1st trouble shoot because I put >= 5 items (T-shirts) , was the machine overloaded?
I called the call center and was told Steven will call me. I received a call from Steven telling me because I overloaded the machine I cant get my money back. I asked Steven to check the two videos that was taken but he told me he is going to go with what is written on the technical report and gave me the Ombudsman contact details and said I can take it up with them. This machine is less than a month old and I just want my money back.
Very disturbed by samsung bad service...
I called the call center and was told Steven will call me. I received a call from Steven telling me because I overloaded the machine I cant get my money back. I asked Steven to check the two videos that was taken but he told me he is going to go with what is written on the technical report and gave me the Ombudsman contact details and said I can take it up with them. This machine is less than a month old and I just want my money back.
Very disturbed by samsung bad service...