Rant

ECR/Customer Service is ABSOUTLEY TERRIBLE

Oct 17, 2016 2:09PM PDT

My washing machine that I have had for just over a year went out and we were told that we would either get a replacement or a refund. We were ok with hearing that. After a couple of weeks of getting the run around (we will get a call back in 24-48 hours, we will receive emails with information on what we need to send in), we finally decided that we WILL NOT put our money back in to a company that could care less about their customers. After almost 2 MONTHS, that's right 2 MONTHS...We still have had no luck getting our refund. We know for sure we are eligible for a refund of over $400, we were told that weeks ago, we just had to get in the proper paper work first. This included the model and serial number as well as the receipt from the purchase of where and when we got the machine as well as how much we paid. We got this information to them weeks ago. We got a call saying that they received our paperwork and we would receive an email within 28 hours (how dumb is that, a call telling you somebody should be calling you shortly??) That was almost 2 weeks ago, we still have not received any email. This email is supposed to contain something for us to fill out for how we would like our refund. Still haven't gotten it!!!!! I called and apparently ECR isn't taking call due to some reason I could not understand due to the Customer Service Rep unable to speak clear enough.(super heavy indian accent) I am so fed up with this is so ridiculous. Apparently because I dont have Notebook 7 or top loading exploding washing machine, they are not too worried about our issue. I WILL NEVER BUY ANOTHER SAMSUNG PRODUCT. TERRIBLE TERRIBLE TERRIBLE

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Comments
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I couldn't agree more
Oct 17, 2016 9:17PM PDT

I've had an ongoing warranty repair issue with my television since December, 2015 (Ref: 2141304156, Service: 4133766533). The original issue was resolved but resulted in a second issue where a line is visible horizontally across the screen.

Since I brought the new issue to Samsung's attention soon after warranty had expired and since it was likely a related issue, they extended the warranty and had a new service ticket created (Ref: 5113659916). Without notification the new service ticket was cancelled. I didn't find out about the cancellation until I called back wondering why I hadn't received service. They told me at that time that whoever had reviewed the emailed pictures couldn't pick out the issue so the service ticket was cancelled (without notifying me!). I explained it again and the representative asked me to send the pictures once again and opened a new ticket (Ref: 5113540228, service: 4134730396). I received notification of the new service ticket March 7, 2016.

Between March and September I waited patiently and was in contact with Samsung 2 more times (Ref #'s 5113898385 and 5114214013) begging for an update on service after long periods of waiting for in home service. The local service shop, Hitek Electronics come out a total of 3 times, each time without any communication. At one point I had Samsung contact me wondering if the service had been completed. When I told the representative that I was having trouble dealing with Hitek Electronics who continually had me waiting, he refused to get in contact with Hitek themselves and told me the onus was on me to keep on top of the service centre if I want my repair done!

The last repair was done to my TV September 14, 2016. It has NOT fixed the problem, and the service repairman confirmed that once the repair was complete. That repairman was the service manager at Hitek, Tim. Tim told me that it was the last repair that he would be able to do and that he would update the ticket recommending that the TV be replaced (still service ticket # 4134730396 as far as I was told). Tim said that although he would update the ticket immediately, he was unable to CC me on the e-mail to Samsung as the records are updated through an internal server/system. He recommended that I also call Samsung soon after the repair to follow up.

I called Samsung twice. The first time I was told that it would be reviewed and they would call me back in 1-2 business days. On the 3rd business day, September 19, I called back myself. I was told that the original service ticket has actually been closed so after the representative reviewed all of the information they opened a new (order?) # 4136439754 (Ref: 5115267263). They told me that they would call Hitek and ask for an update on the ticket because it had not been done yet!

I sent an e-mail to the salesmen at the store I purchased the TV from as well as to the Better Business Bureau as both an e-mail to Samsung and formal complaint. At this point it has become a task of principle to have a company that I liked and trusted see the lack of resources in place to handle similar situations.

As a result of the e-mail being sent out I ended up with a response through the BBB from an H. Baragili who extended an outlandishly insincere extension of my warranty, leading me to believe that no one had actually reviewed anything from my e-mail which clearly laid out that the warranty process is ongoing for the unresolved issue! The e-mail came with a new service ticket (4138291679).

I want to point out the glaring difficulties in dealing with Samsung customer service. Each time I call I have to go through the main customer service line before being directed to the Executive Customer Relations. I've asked each time I call for a direct number to the ECR or to be transferred straight over but they tell me those are not options. I respect that Samsung has a process to follow but this results in waiting on the phone for between 30 minutes - 1 hour each time I have to call, often re-explaining the problem to both representatives I speak to. It's obvious that contacting Samsung at an executive level is next to impossible.

I am beyond frustrated dealing with both Samsung and the terrible service offered by the Saskatoon service contract holder, Hitek Electronics.

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Executive office phone number
Oct 18, 2016 8:17AM PDT

Try calling Samsung at 1(905)813-6332. They have refused to help me for months, I finally tracked down this number.

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