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Samsung Customer Service is the pits

by cruisejunkie / November 4, 2009 2:59 AM PST

In June 2008 I bought a Samsung monitor; in June 2009 it stopped working. After two months of procrastinating I contacted Samsung about warranty repair/replacement (the monitor had a three year warranty). I called Customer Service and they said the fastest way to replace the non-functioning monitor was to give them a credit card number and to fax the originbal bill of sale to customer service. They took my credit card number August 20 and they received my fax August 21, 2009 (transaction #4003841736). Having not received the new monitor by mid-September I called customer service. They said my fax had been received and the monitor was on the way. I again called October 13th (because the replacement had not arrived) and was again told that the fax had been received, but the monitor hadn't been shipped. I was told it would be shipped immediately. I again called November 4 (because the replacement had not arrived) and was told that the monitor had not yet been shipped (no paperwork had been completed on their end), but that she could arrange it right away. After two-and-a-half months of waiting I didn't trust that they would follow through on their word. I asked them to remove my credit card from the file and said that I would not buy a Samsung product in future and I'd be sure to spread the word to my family and friends about the customer nonservice.

With all of that said, I would encourage others to resist buying a Samsung product, unless you have no expectation that the company will stand behind its product warranty. You spend your money and you take your chances.

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Samsung Customer Service is the pits
by Samsung_HD_Tech Samsung staff / November 4, 2009 5:04 AM PST

cruisejunkie,

I apologize for the inconvenience. I have sent your transaction number to case management to see if I can assist in getting this resolved. I'm not a member of service, but I'd like to see if we can help get you taken care of.

--HDTech

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Samsung Customer Service is the pits
by cruisejunkie / November 4, 2009 6:38 AM PST

HD Tech,

Thanks for your assistance. When I spoke to Customer Relations earlier today I asked to speak to a supervisor and was told, "None are available. They are all in a meeting." I was instructed to call back. I just called back and spoke with Andrea. I explained the situation. She says that if I want to mail them the non-functioning monitor they will attempt to repair it. When I said I was told in August that Samsung doesn't repair monitors, she replied there has been a change in policy. That's apparently why a new monitor was never sent. However, the policy came into force AFTER my initial contact and I was never notified of the change of policy. She essentially said that its my problem and if I want the monitor repaired that I'd have to mail it to her. She also told me that I should have called 24 to 48 hours after sending my fax to confirm its receipt -- I wasn't instructed to do that when I was told to send the fax, and I did confirm receipt of the fax a month after it was sent (and was told then the monitor was on the way).

The supervisor's attitude was arrogant and not concerned about the image projected by customer service. I asked her how she would feel if she were treated like this and she conceded she'd be unhappy, but also said I should be happy that I can now mail the monitor to them for repair. After almost three months, we'll buy another monitor (not Samsung) largely because I have no confidence that after sending the monitor that it would either be repaired or replaced.

This is a further example of customer dis-service. I pity anyone who has to deal with customer serevice regarding a Samsung product that is faulty or defective.

Ross

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Arrogant?
by CrotalusHH / November 4, 2009 8:24 AM PST

I've never had to call customer service, at least not yet.

If I do I'll be sure and record the call. I think one post on U Tube would be the end of that problem, or that employee.

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Samsung Customer Service is the pits
by Samsung_HD_Tech Samsung staff / November 6, 2009 6:14 AM PST

cruisejunkie,

Well, I apologize for the situation, and I'll send this up to the appropriate department. I believe in trying to treat everyone with respect, so I'm sorry to hear stories like this.

I can't speak for the decision. Typically, replacements are only offered after the unit has had a few repair attempts, so I'm not sure why they would have shipped a monitor on the first call.

But I can only speak on the typically side of things - I don't work in service, but I will see that they see your feedback. Service issues are never fun, but things like, "you should be happy..." doesn't help matters, and I wanted you to know that I see where you're coming from. I hope at some point we can earn your business again.

If nothing else, send the monitor back in and have it for a spare. Usually repairs turn out pretty well, but I'll just offer that for your consideration.

--HDTech

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