LB
Lizette B
1 reviews | Active since Oct 2017
26 Oct 2020, 16:14
very unhappy with non existent Samsung support
This is my second review regarding my unfortunate ongoing issue with Samsung. I generated a new ticket on Thursday 8am regarding my 7 month old under warranty twin cooling French door fridge that is not keeping its temeperature. That was the 3rd ticket generated over 10 days. I have not been contacted by customer service or support once during this time. That is why I am writing. I need Samsung to contact me to make an appointment to send out a warranty authorised service technician to fix my fridge. I need people to see what kind of company we are dealing with. Samsung did reply on Thursday and had said the ticket was "escalated" Really?! it is now Monday 16:04 and not a word from Samsung!! Ticket Number:*** Status:Pending My Enquiry:MY FRIDGE IS UNDER WARRANTY AND NOT KEEPING THE CORRECT TEMPERATURE. I NEED TO HAVE SAMSUNG WARRANTY TECHNICIAN COME FIX IT ASAP! I WAS TOLD SAMSUNG HAS TO SEND OUT A WARRANTY TECHNICIAN HOW DO I SET AN APPOINTMENT? PLEASE CALL BACK ASAP! Samsung answer of Thursday 23/10/20: Dear Lizette Schmelzle, We apologize for the issue you have experienced with your Samsung product. Your support request has been successfully received. Our Samsung Technical Team will reply your question or contact you as soon as possible.
Helpful (0)
Replies (8)0
Replies (8)
Samsung South Africa's replyOfficial
26 Oct 2020, 16:16Good Day Lizette,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
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.
Regards
SamsungZA
NM
NM
Samsung South Africa's reply26 Oct 2020, 16:16
Official
Good Day Lizette,
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
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.
Regards
SamsungZA
NM
NM
LB
Lizette B's updateReviewer Update
26 Oct 2020, 16:22This reply is an automated reply that I receiced after my first review too. It obviously is computer generated and means absolutely 0! how about actually calling me and resolving the issue?
LB
Lizette B's update26 Oct 2020, 16:22
Reviewer Update
This reply is an automated reply that I receiced after my first review too. It obviously is computer generated and means absolutely 0! how about actually calling me and resolving the issue?
Samsung South Africa's replyOfficial
26 Oct 2020, 16:25Thank you for posting your comment .Can i please assure you that we work on getting the issue resolved. We have already made a booking with our engineers, and this will be addressed as a matter of urgency.
Apologies.^NM
Apologies.^NM
Samsung South Africa's reply26 Oct 2020, 16:25
Official
Thank you for posting your comment .Can i please assure you that we work on getting the issue resolved. We have already made a booking with our engineers, and this will be addressed as a matter of urgency.
Apologies.^NM
Apologies.^NM
LB
Lizette B's updateReviewer Update
26 Oct 2020, 16:27If you hae made a booking why was I not notified of a time and date of service? why no call or email?
LB
Lizette B's update26 Oct 2020, 16:27
Reviewer Update
If you hae made a booking why was I not notified of a time and date of service? why no call or email?
LB
Lizette B's updateReviewer Update
27 Oct 2020, 06:20No Reply that time: Here are the reasons I do not have a firm repair date set up so far: Samsung referred our case to Samsung authosized tecgnicians that is NOT allowed to work on warranty appliances! For the 2ND time!! In as many weeks!
. AND JUST NOTE: I mention my fridge 7 month warranty status in every comminique with Samsumg, begging for properly authorised assistance!!. And here we are in week three of this ordeal! Please find the right people , call and get the fridge fixed!! You have our numbers!
. AND JUST NOTE: I mention my fridge 7 month warranty status in every comminique with Samsumg, begging for properly authorised assistance!!. And here we are in week three of this ordeal! Please find the right people , call and get the fridge fixed!! You have our numbers!
LB
Lizette B's update27 Oct 2020, 06:20
Reviewer Update
No Reply that time: Here are the reasons I do not have a firm repair date set up so far: Samsung referred our case to Samsung authosized tecgnicians that is NOT allowed to work on warranty appliances! For the 2ND time!! In as many weeks!
. AND JUST NOTE: I mention my fridge 7 month warranty status in every comminique with Samsumg, begging for properly authorised assistance!!. And here we are in week three of this ordeal! Please find the right people , call and get the fridge fixed!! You have our numbers!
. AND JUST NOTE: I mention my fridge 7 month warranty status in every comminique with Samsumg, begging for properly authorised assistance!!. And here we are in week three of this ordeal! Please find the right people , call and get the fridge fixed!! You have our numbers!
LB
Lizette B's updateReviewer Update
27 Oct 2020, 06:30--------5 ****RATING
LB
Lizette B's update27 Oct 2020, 06:30
Reviewer Update
--------5 ****RATING
LB
Lizette B's updateReviewer Update
27 Oct 2020, 10:53This in my mailbox this morning!:Samsung Your-ServiceSupport Request has updated – ***
| | |
This is an automatically generated email. Please do not respond.
Dear Lizette Schmelzle,Your support request has been updated.
Our Samsung Technical consultant rep**** about your request. Please refer to Samsung Reply.
Ticket Detail
Please use the ticket number shown above on all communications with Samsung concerning your service.
Ticket Number:***
Status:Closed
My Enquiry:MY FRIDGE IS UNDER WARRANTY AND NOT KEEPING THE CORRECT TEMPERATURE.
I NEED TO HAVE SAMSUNG WARRANTY TECHNICIAN COME FIX IT ASAP!
I WAS TOLD SAMSUNG HAS TO SEND OUT A WARRANTY TECHNICIAN
HOW DO I SET AN APPOINTMENT?
PLEASE CALL BACK ASAP!
Samsung's Reply:This is to acknowledge the receipt of your mail.
Trust this mail finds you well.
Apologies for the inconvenience caused.
Kindly set the temperatures accordingly and reboot the unit.
Herewith the steps:
>Set the fridge temperature on 3 degrees
>Set the freezer temperature on -19 degrees
>Unplug the unit from the wall socket
>Unit should be on a level surface
>No items on top or underneath the unit
>The unit should be far from the wall and not close to any cupboards.
>Leave the unit unplugged for 20 minutes
Please note the temperatures take about an hour to kick in.
Customer Information
Customer Name:Lizette Schmelzle
Email Address:***
Mobile Phone:***
Alt.Phone:***
Product Information
| RF24FSEDBSL FDR with Twin Cooling Plus™, 510 LModel Number: RF24FSEDBSL/FASerial Number:
If you have any questions, please visit us atwww.samsung.com/za/support/your-service/main or
call us at ***(086 SAMSUNG).Thank you for choosing Samsung.
My reply: Ticket is unfortunately not closed!! Fridge is not fixed!
| | |
This is an automatically generated email. Please do not respond.
Dear Lizette Schmelzle,Your support request has been updated.
Our Samsung Technical consultant rep**** about your request. Please refer to Samsung Reply.
Ticket Detail
Please use the ticket number shown above on all communications with Samsung concerning your service.
Ticket Number:***
Status:Closed
My Enquiry:MY FRIDGE IS UNDER WARRANTY AND NOT KEEPING THE CORRECT TEMPERATURE.
I NEED TO HAVE SAMSUNG WARRANTY TECHNICIAN COME FIX IT ASAP!
I WAS TOLD SAMSUNG HAS TO SEND OUT A WARRANTY TECHNICIAN
HOW DO I SET AN APPOINTMENT?
PLEASE CALL BACK ASAP!
Samsung's Reply:This is to acknowledge the receipt of your mail.
Trust this mail finds you well.
Apologies for the inconvenience caused.
Kindly set the temperatures accordingly and reboot the unit.
Herewith the steps:
>Set the fridge temperature on 3 degrees
>Set the freezer temperature on -19 degrees
>Unplug the unit from the wall socket
>Unit should be on a level surface
>No items on top or underneath the unit
>The unit should be far from the wall and not close to any cupboards.
>Leave the unit unplugged for 20 minutes
Please note the temperatures take about an hour to kick in.
Customer Information
Customer Name:Lizette Schmelzle
Email Address:***
Mobile Phone:***
Alt.Phone:***
Product Information
| RF24FSEDBSL FDR with Twin Cooling Plus™, 510 LModel Number: RF24FSEDBSL/FASerial Number:
If you have any questions, please visit us atwww.samsung.com/za/support/your-service/main or
call us at ***(086 SAMSUNG).Thank you for choosing Samsung.
My reply: Ticket is unfortunately not closed!! Fridge is not fixed!
We have followed these steps before on advice of Samsung - MORE THAN ONCE!!
PROBLEM PERSISTS!
The fridge is under warranty and needs to be fixed by a warranty certified Samsung authorised Service technician. You have my email and tel numbers. I need to be notified of time and date of technician arrival for repair.
Lizette Schmelzle ***
LB
Lizette B's update27 Oct 2020, 10:53
Reviewer Update
This in my mailbox this morning!:Samsung Your-ServiceSupport Request has updated – ***
| | |
This is an automatically generated email. Please do not respond.
Dear Lizette Schmelzle,Your support request has been updated.
Our Samsung Technical consultant rep**** about your request. Please refer to Samsung Reply.
Ticket Detail
Please use the ticket number shown above on all communications with Samsung concerning your service.
Ticket Number:***
Status:Closed
My Enquiry:MY FRIDGE IS UNDER WARRANTY AND NOT KEEPING THE CORRECT TEMPERATURE.
I NEED TO HAVE SAMSUNG WARRANTY TECHNICIAN COME FIX IT ASAP!
I WAS TOLD SAMSUNG HAS TO SEND OUT A WARRANTY TECHNICIAN
HOW DO I SET AN APPOINTMENT?
PLEASE CALL BACK ASAP!
Samsung's Reply:This is to acknowledge the receipt of your mail.
Trust this mail finds you well.
Apologies for the inconvenience caused.
Kindly set the temperatures accordingly and reboot the unit.
Herewith the steps:
>Set the fridge temperature on 3 degrees
>Set the freezer temperature on -19 degrees
>Unplug the unit from the wall socket
>Unit should be on a level surface
>No items on top or underneath the unit
>The unit should be far from the wall and not close to any cupboards.
>Leave the unit unplugged for 20 minutes
Please note the temperatures take about an hour to kick in.
Customer Information
Customer Name:Lizette Schmelzle
Email Address:***
Mobile Phone:***
Alt.Phone:***
Product Information
| RF24FSEDBSL FDR with Twin Cooling Plus™, 510 LModel Number: RF24FSEDBSL/FASerial Number:
If you have any questions, please visit us atwww.samsung.com/za/support/your-service/main or
call us at ***(086 SAMSUNG).Thank you for choosing Samsung.
My reply: Ticket is unfortunately not closed!! Fridge is not fixed!
| | |
This is an automatically generated email. Please do not respond.
Dear Lizette Schmelzle,Your support request has been updated.
Our Samsung Technical consultant rep**** about your request. Please refer to Samsung Reply.
Ticket Detail
Please use the ticket number shown above on all communications with Samsung concerning your service.
Ticket Number:***
Status:Closed
My Enquiry:MY FRIDGE IS UNDER WARRANTY AND NOT KEEPING THE CORRECT TEMPERATURE.
I NEED TO HAVE SAMSUNG WARRANTY TECHNICIAN COME FIX IT ASAP!
I WAS TOLD SAMSUNG HAS TO SEND OUT A WARRANTY TECHNICIAN
HOW DO I SET AN APPOINTMENT?
PLEASE CALL BACK ASAP!
Samsung's Reply:This is to acknowledge the receipt of your mail.
Trust this mail finds you well.
Apologies for the inconvenience caused.
Kindly set the temperatures accordingly and reboot the unit.
Herewith the steps:
>Set the fridge temperature on 3 degrees
>Set the freezer temperature on -19 degrees
>Unplug the unit from the wall socket
>Unit should be on a level surface
>No items on top or underneath the unit
>The unit should be far from the wall and not close to any cupboards.
>Leave the unit unplugged for 20 minutes
Please note the temperatures take about an hour to kick in.
Customer Information
Customer Name:Lizette Schmelzle
Email Address:***
Mobile Phone:***
Alt.Phone:***
Product Information
| RF24FSEDBSL FDR with Twin Cooling Plus™, 510 LModel Number: RF24FSEDBSL/FASerial Number:
If you have any questions, please visit us atwww.samsung.com/za/support/your-service/main or
call us at ***(086 SAMSUNG).Thank you for choosing Samsung.
My reply: Ticket is unfortunately not closed!! Fridge is not fixed!
We have followed these steps before on advice of Samsung - MORE THAN ONCE!!
PROBLEM PERSISTS!
The fridge is under warranty and needs to be fixed by a warranty certified Samsung authorised Service technician. You have my email and tel numbers. I need to be notified of time and date of technician arrival for repair.
Lizette Schmelzle ***
LB
Lizette B's updateReviewer Update
27 Oct 2020, 16:02issue is not resolved. Ticket can not be closed. Fridge not repaired, no technician date or time arranged, not a word from Samsung as of 16:57 Seems this shoddy service is what you can expect from Samsung dear consumer. And would you believe someone from Samsung called my nbelievableto get feedback on our customer satisfaction? It boggles the mind
LB
Lizette B's update27 Oct 2020, 16:02
Reviewer Update
issue is not resolved. Ticket can not be closed. Fridge not repaired, no technician date or time arranged, not a word from Samsung as of 16:57 Seems this shoddy service is what you can expect from Samsung dear consumer. And would you believe someone from Samsung called my nbelievableto get feedback on our customer satisfaction? It boggles the mind