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Rant

American Fridge freezer RSGFUBP Serial SN B13143CS300017A

Dec 27, 2014 3:05AM PST

Disgusted at a Samsung dealer attitude!

I really hope there is someone from Samsung Customer Service who monitors this page

American Fridge freezer RSGFUBP Serial SN B13143CS300017A

6 months after a hidden fault is discovered the dealer offers LESS that 50% of the purchase price on an already agreed Samsung warranty return!

Samsung Europe has a big problem, something that could easily destroy its reputation

I purchased an American fridge freezer from a local supplier, I paid €1450 for it. It developed a huge crack around the main inner lining. The local dealer returned it Samsung after months of excuses. The dealers then send me an email telling me Samsung have accepted the warranty claim and he can offer to refund me €1300 of the original cost because he had to cover transport back to samsung! By this time I had already been and purchased another Samsung fridge freezer. We visited to store to collect the payment reluctantly. On arrival we were told we could only take ex-display store goods to the valve of €1300! We were disgusted. We purchased this fridge freezer here in France so our problems are only multiplied. However I did get to speak to customer services who confirmed Samsung were going to refund, as the fridge freezer was in fact faulty, this payment was made directly to the to the supplier. The supplier has been refunded his stock price (yes and he has even insulated my intelligence by furnishing me with a copy). Today I receive notification that he will refund only €668...why?a breakdown was included, €24.50 to collect from my home to his shop, and a whopping €152.88 for shipping and "messages" to and from Samsung...he has then added other charges of €98.02!

Come on Samsung, get your dealer network sorted out...people like this should not be allowed to resell your products. I can see no other choice but to have to take this to court, being english and retired to france it is a huge problem, I had really hoped that by buying samsung I would get some decent customer service. Please prove to me that I can still have faith in your products

Maybe someone can give me a method of contact that will get me somewhere other than an automated telephone system

Discussion is locked

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Sorry but spamming the forum usually doesn't work.
Dec 27, 2014 3:37AM PST

Samsung is a world wide company but just like others you need the phone number in your country. I can't guess what countries are in play as I begin to read and then see it's a mess.

In short, warranties may not cross borders and moving products across borders is going to be very risky. As to refunds, that's always been between you and the folk that took your money. I've yet to write a check to Sam, Sony or such. I did however buy a tablet from Google (a google nexus!) so that's one of the more rare direct purchases we see today.

I doubt anyone will assure you that any contact will get you somewhere. This sounds like you should just go legal. Get your lawyer or in the USA we use small claims court.
Bob

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Im certainly not spamming the forum
Dec 27, 2014 5:39AM PST

Thank you R.Proffitt for your words of wisdom - It seems the American customer support sites work, sadly the EU ones simply don't, email submission boxes don't work, there are no direct email links to customer support...and there is a european dealer network that simply should not exist. Its a shame Samsung are not more in control of what happens in their name. It spoils what are great products. But when Samsung pays out to the dealer, and tells you, the dealer shows you his return payment and you are still left to spin! what would you do to try to make contact and try to resolve such a matter. Would you not want others to be aware that there are major failings in a companies customer service business? This is just happening here in France, no where else as far as I know. Sadly France evidently has a poor customer service system

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Hi,
Dec 27, 2014 5:57AM PST
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I counted more than one post on this.
Dec 27, 2014 6:02AM PST

Maybe you were trying to correct some errant information and we'll clean the others off to keep it tidy.

Even here when we get a refund it's often "store credit" only. Doesn't seem to be a France/French thing.
Bob