I am joining the club of extremely dissatisfied customer of Samsung Support. I dont think they read these Forums or are bothered about any customers.
Its been a month since I have been trying to get the washing machine fixed which is fully in warranty. Original problem was that the Machine would make a loud noise but was not spinning. So clothes would wash, and water was getting drained but just wont spin. After over two weeks the Engineer visited to repair the machine, basically replace the drum, it led to a bigger problem where the water started leaking.
When we ran the cycle after the repair, the full kitchen got flooded with water as the replaced drum seems to leak water. This caused damage to my kitchen furniture.
I have since been assured a replacement and they will also look into the damage caused. However, it seems every time I have to contact them to hear that someone will get back to me in 24 to 48 hours, and I dont know how does days and weeks passing by, I haven't yet received one phone call back from their support organisation.
There is no coummunication what so ever. I had to take 3 days off my personal leave to stay at home. Also, the best part is, on the first confirmed appointment, the Samsung Support confirmed at 9 am that an Engineer will visit on that day, but then since I did not receive a call on that day either, I contacted him about noon, and turns out that the Engineer was not coming as the Service Center was over booked. Well then how did I get so many confirmations?
When you speak to them, all they do is apologies, but unfortunately no one takes ownership. Lets see how long before I can get the Washing machine working, and then how long will it take for them to process and investigate the Damage caused to my furniture due to the poor work.
Other than the technical issue, my main concern is the communication is so appalling. No one communicates to you and you are expected to call them even though they promise someone will call me, and then the timer seems to start again for the next 24 to 48 or sometimes 5 to 7 working days.
Samsung is all big on marketing and bull **** about Customer being first, whereas my experience with some other companies with product after sales service is far superior than Samsung. So its a big NO For any more future Samsung products. I will look for alternatives....
I want to vent my Samsung experience because I am too frustrated with a Samsung product and their customer service. I purchase a reasonable expensive (over $1,000) flat top electric stove because I thought it would be better then the generic GE products and I liked all the bells and whistle the stove had. I got it delivered to my house and the installer just turned it on to show that the stove worked or so I thought. Since I had never used an flat top before, I didn't know how long the hot surface like was suppose to stay on. After 2 hours, I realized something had to be wrong. I called Samsung Customer Service to report the defect two days after my stove was delivered (my big mistake). I should have called Best Buy and asked them to replace it. Samsung Customer Service were nice in providing me with a local service company and the company did contact me a few days later. The tech showed up to my house on our scheduled date at 5:30 when he was suppose to be at my house between 8 - noon. The tech took apart the stove top section and pull out every wired that the connected to all five burners before he told that he had to replace the burner. He was so rough pulling out the wiring that I felt he devirginized my stove since I hadn't even used it. I called Samsung and complain that I should get a replace since I had just purchased within 14 days. They transfer me to the Executive Relations department (no public relation) for further assistant to replacing my stove. They gave me a transaction number and tried to resolve the problems several time. Each time I call for status, I get a new answer why my request wasn't approve or what additional information I was missing. Two and a half months later, I have been rejected 2 times for a replacement, waiting for a 3rd and wondering what excuses now as to why they won't replace it since I provide them with everything except my DNA that I purchase the product. I am now on a Samsung products protest and ready to ebay my stove off and cut my loss and just buy a new stove from another manufacturer even GE at this point.

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