Samsung forum

Rant

Samsung Customer Service, or lack of it.

For the last month I have been trying in vain to resolve a Backlight hardware problem with my ten month old 4K UHD Smart TV which is still under warranty. The issue is not visible on the TV's Picture Test. As a result, Samsung have been less than helpful, making a simple warranty claim process very complicated.

As a British customer, when I first contacted Samsung to report the issue, I was initially put through to two American representatives who could not fully understand my South-East England accent, on a premium telephone line, probably charging an astronomical fee. I then was asked to supply photographs of the screen problem, which I emailed and received a confirmation, but heard nothing more.

I then messaged Samsung UK Support on Facebook and was told that I would be called back. Five days later I received the call from a British representative who explained that the photographs I had already supplied were no longer visible on my account, and I therefore needed to send another set. Once received, a technician could then be allocated to repair my TV at my house. I took more photographs (with the screen issue in clear view) supplied an explanation for reference, and emailed them to the support address, and then received a confirmation telling me a representative would contact me by telephone in 2-3 business days. The telephone call never came.

Yesterday, I opened a conversation on the Live Chat section of the Samsung website and provided the necessary details. I was then told that the photographs I had already sent twice, were not visible, and I should send them again as the issue could not be recognised.

What an unbelievable JOKE.

I have read Samsung's obligations on the warranty wording, so please can someone explain to me what is the point of a standard manufacturers warranty if they have absolutely no intention of acknowledging a problem and then acting accordingly?

Surely this is a breach of trading standards?

Discussion is locked
You are posting a reply to: Samsung Customer Service, or lack of it.
The posting of advertisements, profanity, or personal attacks is prohibited. Please refer to our CNET Forums policies for details. All submitted content is subject to our Terms of Use.
Track this discussion and email me when there are updates

If you're asking for technical help, please be sure to include all your system info, including operating system, model number, and any other specifics related to the problem. Also please exercise your best judgment when posting in the forums--revealing personal information such as your e-mail address, telephone number, and address is not recommended.

You are reporting the following post: Samsung Customer Service, or lack of it.
This post has been flagged and will be reviewed by our staff. Thank you for helping us maintain CNET's great community.
Sorry, there was a problem flagging this post. Please try again now or at a later time.
If you believe this post is offensive or violates the CNET Forums' Usage policies, you can report it below (this will not automatically remove the post). Once reported, our moderators will be notified and the post will be reviewed.

Popular Forums

icon
Computer Newbies 10,686 discussions
icon
Computer Help 54,365 discussions
icon
Laptops 21,181 discussions
icon
Networking & Wireless 16,313 discussions
icon
Phones 17,137 discussions
icon
Security 31,287 discussions
icon
TVs & Home Theaters 22,101 discussions
icon
Windows 7 8,164 discussions
icon
Windows 10 2,657 discussions

GRAMMYS 2019

Here's Everything to Know About the 2019 Grammys

Find out how to watch the Grammy Awards if you don't have cable and more.