I apologize for the issues you have experienced with your ATIV. I have reviewed the service ticket notes and see that you have been set up for service by our office of the president. If you have any further issues after this repair is completed please let us know so we can look into other accommodations.
I purchased the Samsung Windows 8 tablet (details below), and having / had troubles with the defective tablet. Their policy will not allow for any replacement or refund, but they would only perform a service.
They did already perform a service which was ineffective. Having brought the matter to the Office of President, customer service, the regret is that Samsung displays continued ineffectiveness at the highest level of escalation! So, it is my view that always buyer beware before buying any Samsung product.
Here is the email thread that shows their uncommitted nature -
MAIL 1 -
From: Subbiah, Ramasubramaniyam (US - Wilton)
Sent: Monday, September 02, 2013 9:14 AM
To: President; Officeofpresident@sea.samsung.com
Subject: Painful customer relations and service
I am hoping that I am writing to the highest level in the Samsung Customer Service. It has been a painful experience until now to deal with the support team you have. I have had several conversations, and points of online interactions in dealing with the problems I am facing with a primarily defective Samsung XE500T1C-A01US ATIV Smart PC unit.
Here are the details:
First the unit was sent for repair - Service Ticket # 4120088059. The same issue persists.
Here is yet another interaction after the unit was "repaired" - Online Interaction / Reference - LTK111790686486X
Here is the third online interaction - AVAEXDWG0O9EY.
In the meanwhile, I also called and spoke with an Agent named "G...." then he connected me with the Executive Customer Relations representative, where I had to run through the same verification and problem identification process.
All said, my time has been wasted so much that I am very concerned if it is worth the time again to send this email to the office of the president. However, now that I have a defective unit in hand, I need to take the steps necessary to have it replaced and justify my investment. I do not think it is worth my time and efforts to have the unit sent again for "diagnosis" or "repair", and wait for it to arrive.
I'd appreciate if there's a different solution - I am only looking for a perfectly working Samsung Smart PC.
MAIL2 - Sep 04
I got a response back from Samsung Office of President stating they will not be replacing, but they can only do a service.
MAIL3 - Sep 04
I responded back having to agree with their service attempt asking them to setup the service.
I never got back any response / service setup until now, Sep 08! I had to follow up on a follow up service?!! with the highest level of authorities (presumably) at Samsung customer service.
Fingers crossed if they are at the least "listening"!?! I couldn't copy their actual emails because those have last few lines stating confidentiality.