KL
Kerry-Lee Landman
1 reviews | Active since Aug 2011
02 Sept 2023, 12:45
Zero customer service
I called Samsung on Monday to get assistance with my oven that isn't working. They did some silly "troubleshooting" over the phone with me, then said a technician would need to come out. They said 3 working days. Since Wednesday afternoon I have called every day and sometimes twice a day to try and get assistance and at least get an answer as to when someone would come out, I was told each time that someone would contact me soon to let me know when they coming. Well it's now Saturday afternoon and still no call. I've got a full house family to feed and no oven to cook in. The service is shocking and considering that majority of our appliances are all Samsung, I'm really disappointed. What a shame for such a decent brand.
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Replies (6)0
Replies (6)
Samsung South Africa's replyOfficial
02 Sept 2023, 12:49Good day, Kerry.
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,
:^NP
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,
:^NP
Samsung South Africa's reply02 Sept 2023, 12:49
Official
Good day, Kerry.
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,
:^NP
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,
:^NP
KL
Kerry-Lee Landman's updateReviewer Update
04 Sept 2023, 11:56Clearly my complaint isn't important enough. I still have zero assistance. Absolutely pathetic. I will be taking this matter further and seeking assistance with this from the consumer commission.
KL
Kerry-Lee Landman's update04 Sept 2023, 11:56
Reviewer Update
Clearly my complaint isn't important enough. I still have zero assistance. Absolutely pathetic. I will be taking this matter further and seeking assistance with this from the consumer commission.
KL
Kerry-Lee Landman's updateReviewer Update
04 Sept 2023, 14:56So after clearly wasting so much time, they still feel it's not enough. A technician called me now to ask if he can come out on THURSDAY!!!! And he will do a fault report for Samsung and then send it off and see what they say. Absolutely unacceptable. So how much longer should I actually wait before I can cook again. If the technician takes 11 days to come out and do his report, then I don't want to know how long it's going to take samsung to read that report?! Then perhaps another 11 days before the technician can come out again to do the repair. Can someone please just help me. This is unfair and ridiculous!!!
KL
Kerry-Lee Landman's update04 Sept 2023, 14:56
Reviewer Update
So after clearly wasting so much time, they still feel it's not enough. A technician called me now to ask if he can come out on THURSDAY!!!! And he will do a fault report for Samsung and then send it off and see what they say. Absolutely unacceptable. So how much longer should I actually wait before I can cook again. If the technician takes 11 days to come out and do his report, then I don't want to know how long it's going to take samsung to read that report?! Then perhaps another 11 days before the technician can come out again to do the repair. Can someone please just help me. This is unfair and ridiculous!!!
Samsung South Africa's replyOfficial
04 Sept 2023, 15:56Good day, Kerry-Lee,
Kindly be advised your query has been escalated and knowledged. The service centre will contact you in this regard.
;^NP
Kindly be advised your query has been escalated and knowledged. The service centre will contact you in this regard.
;^NP
Samsung South Africa's reply04 Sept 2023, 15:56
Official
Good day, Kerry-Lee,
Kindly be advised your query has been escalated and knowledged. The service centre will contact you in this regard.
;^NP
Kindly be advised your query has been escalated and knowledged. The service centre will contact you in this regard.
;^NP
KL
Kerry-Lee Landman's updateReviewer Update
11 Sept 2023, 08:10Today we "celebrate" 2 weeks of poor customer service. Day 11 a technician came out FINALLY!!! Today is day 15 and zero communication. When I call the call centre I just get more frustrated as they pass the buck... it's the technical departments fault or it's the systems fault that there's no feedback Logged. So ultimately as usual no one can help me. More importantly it's been 2 very frustrating weeks of not being able to cook in an oven. CAN SOMEONE PLEASE HELP!!!!!
KL
Kerry-Lee Landman's update11 Sept 2023, 08:10
Reviewer Update
Today we "celebrate" 2 weeks of poor customer service. Day 11 a technician came out FINALLY!!! Today is day 15 and zero communication. When I call the call centre I just get more frustrated as they pass the buck... it's the technical departments fault or it's the systems fault that there's no feedback Logged. So ultimately as usual no one can help me. More importantly it's been 2 very frustrating weeks of not being able to cook in an oven. CAN SOMEONE PLEASE HELP!!!!!
KL
Kerry-Lee Landman's updateReviewer Update
13 Sept 2023, 11:08Just a quick update.... STILL NO ASSISTANCE!!!
KL
Kerry-Lee Landman's update13 Sept 2023, 11:08
Reviewer Update
Just a quick update.... STILL NO ASSISTANCE!!!