Thank you for this very informative post. I have been attempting to work with Samsung customer service on a defective washer and dryer since February 5th, 2018. I gotten nothing but a run around. I have been given numerous ticket numbers, spoke to at least 10 people, faxed, emailed and even sent things via certified mail only to be told they can never track down what I've sent and actually deny that I have sent it! Seriously do they think I want to keep a washer and dryer that are defective and won't work properly. My last phone call to them they had the nerve to tell me to calm down and be patient and everything would work out. My reply.....excuse my language but I told them to kiss my ***! I will never ever purchase another Samsung product. If this gets resolved I will consider it a miracle!
Hi All, Please permit me to encroach on some of your precious moments for my request with Samsung service. Excuse me for the very detailed one, but your time on this would be highly appreciated and of a great help for a prompt resolution.
Surprisingly for the very first time, I come across a situation that my TV Issue with SAMSUNG Customer Service Team is remaining unsolved for the past 21 days (from 10th Oct till date) despite my repeated reporting and continuous interaction with them. I was really very hopeful when I called up initially but the experience so far is gradually letting my expectations down. I would like to bring to your notice a brief bulletin of the service tickets raised and the way it was handled.
Oct 9th – I noticed some kind of bright spot in the bottom of the screen and thought might be related to something with the broadcast/relay and the very next day (Oct 10th) it was developing into a white line in the middle of the screen; so I called up your customer service immediately and they created a service ticket for preliminary checks.
NOTE: the white was expanding days after days.
Oct 13th – Technician visited our Apartment and enquired us on the issue. He inspected the TV and said there is an internal crack getting developed which is causing the white lines; it’s not a physical damage and is covered under warranty but then he needs to take an approval from Samsung before servicing; since at times, he said Samsung may decide to replace the unit. So he took a picture to send it to respective department.
Oct 19th – I called up Customer care and came to know that the service has been rejected since it was considered as a physical damage. I don’t even see a scratch when the TV is switched off. Only when the TV is switched on, the developing internal crack is seen and the white lines are spreading each day.
Then I was given a new service ticket number to upload the ‘switch-off image’. I uploaded both ‘switch-on’ and ‘switch-off’ images and emailed it to email@example.com on Oct 20th.
Oct 23rd – I called up to check on the status of my uploaded images. I was informed that my documentation has been received. But then they are still awaiting a proof of purchase to be uploaded for validation/ Approval. A new ticket number was created to upload the same. I promptly sent them the Walmart receipt (TV purchased on 11/24/2016) for verification on Oct 23rd.
Oct 26th - I got a call in the morning for the first time from Samsung and I was informed that the purchase and all relevant details have finally been verified and an onsite service is being set up with a new ticket. The service center checked the ticket and informed me that the ticket doesn't contain ‘One-time exception’ approval and I need to contact them for getting the same. When I contacted Samsung on the same day to enquire on the ‘One-time exception’ approval, they initially informed it’s not needed since my unit is already under warranty and then when I explained the details of earlier transactions, they apologized and cancelled the ticket referring to my old ticket notes.
Due to the contradictory statements, I was confused and didn’t understand as to why was I requested to resend the images and receipt details , not sure if it was in anyway re-considered , while it all finally went in vein and the issue circled back to square one. ( as to where it was at the beginning).
As there was no fruitful result and they were going on asking for the same details even after their inspection and my submitting all necessary documents, I contacted Samsung again and asked them, If they could route me to their supervisor where I could explain my situation and get a good solution by servicing or replacement. The same representative asked me explain my situation and she said, let her check with her supervisor for some resolution. After a few minutes hold, she said that Samsung would cover for the parts as a ‘One-time courtesy’ and I just need to pay for the labor with service center. With a very genuine hope that the matter is getting resolved, I agreed for the same. She then created another service ticket for it on Oct 26.
When I contacted the service center with the new service ticket number, they again informed that the ticket doesn’t mention about one-time coverage for parts. Hence I contacted Samsung customer care in this regard and I was told that it would take about 24 hours for the one-time approval to reflect and I just need to wait for the call from service center and refrain from calling the service center directly till such time. Trusting what I was informed, I patiently waited.
Oct 30th – The ticket got cancelled for no mistake of mine and it was really a surprise and shock to me. Thereafter, I never want to call the customer care again.
In a nut-shell, every time I called, I got a new ticket number and also had to speak to a new representative chosen randomly on queue. I need to explain and re-explain again and again the entire history though it’s been recorded at your end; finally landing me nowhere with any resolution or replacement.
THERE IS NO WEBSITE OR FORUM TO CHECK THE TICKET NUMBER STATUS.SIMPLY WE NEED TO BELIEVE ON THE CUSTOMER SERVICE REPRESENTATIVE WORDS.NOW I AM REALLY WORRIED BECAUSE I HAVE SAMSUNG TAB, SAMSUNG S8 PHONE ,SAMSUNG J7 PRIME etc. I DON'T KNOW WHETHER SERVICE WILL BE PROVIDED EVEN IF THE FAULT IS NOT WITH THE CUSTOMERS. NEITHER THE CUSTOMER SERVICE PROVIDE REPLACEMENT NOR WITH SOLUTION OF PROVIDING PARTS FOR TV.
I shall be pleased to furnish any other information/clarification that you may require in this regard. I hope the scenario is very clear before you now and am sure that you would certainly consider my request to solve the problem.
Customer service neither provide contact details nor authorize the customer concern.I found mail id and posted my problem faced with customer service of samsung but no response.
Apple replaced my old phone with new phone which is out of warranty more than 8 months.
"BEWARE OF SAMSUNG PRODUCT AND ITS CUSTOMER SERVICE"
I FEEL LIKE MY $ ON MY TV IS WASTE OF MONEY.