Samsung Complaints procedure

lesleyrose

Not true went to the car phone warehouse and purchased a Nokia Lumia .... Same deal as mobilephonesdirect ..... Have to send the galaxy 4S back for repair again for a 4th time every time it has come back it has been worse and even although they have supplied a tick list to say all functions are repaired they are not ...Will cut my losses as the phone has now or will be away for 2 months with me paying the bill ... Samsung it is appalling how you treat your customers giving me the runaround when I fully cooperated in every way but it was never enough always another excuse and I will never buy samsung products again and if asked ( which I will be ) I would definitely not recommend shame on samsung
Ps very unhappy grandmother

JJ_Egan

Your claim is against the vendor .

unsungoven

Hi
At the beginning of August 2013 I purchased SAMSUNG - BQ2Q7GO78 dual oven and it is advertised that you can use the top or bottom ovens singly or at the same time with separate temperatures.
Within a few months the oven started to trip the whole of the household electrics when I open the oven door. I called Samsung who sent a third party engineer. He said this was due to the known problem of excessive condensation in the oven and changed the light bulb. Within a few months it started to happen again and Samsung again sent a third party engineer, who was actually very rude. He too changed the light bulb.
Again within a few weeks the whole of the electrics started to get blown, and an engineer came This engineer phoned someone who he told me was their chief engineer, who told him that the oven could not used as a dual oven and that I should take out the partition and use it as a single over. I explained that I had paid extra for an oven that allowed me to use only a small part of it when cooking just for myself and then as a big oven when cooking bigger meals.
He said he fully understood my complaint and re-phoned his chief engineer. The chief engineer repeated that I couldn’t use the oven with the separator in. I said this was not acceptable and the engineer told me that he would get someone to ring me and replaced the oven. As he was doing so he broke the screws fixing the oven and I now see that the oven is not fixed properly.
I waited a couple of week for the call back, which never came and then phoned the service department again. They told me that I needed to dry the oven after each use, which I already do and promised me a return engineer to fix the oven in safely – I have heard nothing.
Today I phoned the complaints department, and their only answer is to send another engineer.I bought this from curry's but they won't deal with it as the warranty is with samsung direct - anyone any ideas of what to do?

JJ_Egan

The fault that appeared after you purchased from Currys was up to Currys under SOGA to fix not Samsung .

If you believe that the product has a manufacturing defect then you get an independant enginners report and make a claim against the vendor Currys under SOGA .

richardsally

Does anyone know how to get hep from samsung. I have a £500 washing machine with is 6 mnths out of its warranty but well within its 5 yr one for parts replacement. Samsung struggled to honour the warranty saying it was only 2 years when it in fact is 5.
After a week of sending copies of the paperwork they have agreeed it is under warranty.
the company which deals with repairs said they tried to phone me on numerous occasions but did not get an answer, despite no missed calls on any of the 3 phones.
They demand a £81 call out fee which i have to pay via credit card over the phone giving my 3 digit secure number on the back, I have refused to do this and so hit stalemate.
Samsung agree with me saying I shouldn't give out the number but will do nothing to help me.
I have been told 3 times now someone from management from Samsung will contact me which to date has not happened. Today I was told that their own staff could only contact the management team by email so I could not talk to them either!
I do not dispute that I have to pay the call out fee, what I do dispute is giving my confidential credit card details out to a company with really bad reviews some of which call them liars.
Does anyone know of anyone with some common sense who works for the huge company?
I feel really let down by customer relations, I know I am small fry but Samsung could at least pretend to care about after sales!

wealdroam

richardsally wrote: »

Does anyone know how to get hep from samsung. I have a £500 washing machine with is 6 mnths out of its warranty but well within its 5 yr one for parts replacement. Samsung struggled to honour the warranty saying it was only 2 years when it in fact is 5.
After a week of sending copies of the paperwork they have agreeed it is under warranty.
the company which deals with repairs said they tried to phone me on numerous occasions but did not get an answer, despite no missed calls on any of the 3 phones.
They demand a £81 call out fee which i have to pay via credit card over the phone giving my 3 digit secure number on the back, I have refused to do this and so hit stalemate.
Samsung agree with me saying I shouldn't give out the number but will do nothing to help me.
I have been told 3 times now someone from management from Samsung will contact me which to date has not happened. Today I was told that their own staff could only contact the management team by email so I could not talk to them either!
I do not dispute that I have to pay the call out fee, what I do dispute is giving my confidential credit card details out to a company with really bad reviews some of which call them liars.
Does anyone know of anyone with some common sense who works for the huge company?
I feel really let down by customer relations, I know I am small fry but Samsung could at least pretend to care about after sales!

As you are now outside the manufacturer's standard warranty, of course their repairer will want at least a call-out fee now that you are in a 'parts only' extended warranty.

Of course there is some very slight risk in supplying the three digit security code, but most online suppliers of goods or services require this. It is not unusual.

Did you buy the thing direct from Samsung?

Have you read MSE's Consumer Rights article?

Not quite your scenario, but here is a pertinent extract:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

petedown

I am in the process - for six weeks now - of trying to get Samsung to honor their warranty.

First Prize goes to them for -

creating every conceivable obstacle possible to enable them to try to avoid their legal responsibilities.:T

Another First Prize goes to them for -

failing to implement their promises to call back - many times.

And yet another First Prize goes to them for-

ignoring any letter or email no matter to whom. And that includes you [Removed by Forum Team]

And finally -

[Removed by Forum Team].:T

Seems to me it might not be such a bad thing if little old Kim Jong-un had a bit more say in what emanates from South Korea !

NEVER - EVER - SAMSUNG :T

JJ_Egan

Repeat your warranty under sale of goods ( the law ) is with the vendor Samsung only offer an extra limited warranty .

petedown

JJ_Egan wrote: »

Repeat your warranty under sale of goods ( the law ) is with the vendor Samsung only offer an extra limited warranty .

OK Clever Clogs.

Should have used the word "moral" responsibilities.

Doesn't alter the fact that Samsung's ratings on the Web for consumer service have got to be at the very bottom of the pit.

I presume you won't agree with me on that tho' either. Wonder why?

JJ_Egan

No idea about your last statement just pointing out the relevant legislation for repair refund of goods .

Your wonder why is misplaced i have nothing to do with Samsung apart from being a very satisfied user of a number of their products .