SAMSUNG - Dodgy washing machine, rude customer service

admmasters

Dear All,

I have only joined this site to share a disgusting experience that has occurred with Samsung UK and their rude staff. Having tried ringing their customer service following an engineer coming out no less than 6 times to fix our washing machine - I was lied to by staff on various occasions, the "supervisor" went home after putting me on hold for 45 minutes at the end of the day and when I complained to head office - I was given a template response from Kirsty Caswell Customer Services Executive (SEUK) in the President's Office advising that the Samsung do not provide compensation for the days spent contacting them and being lied to etc. Possibly the worst customer experience I have ever experienced and at this time we still have a broken washing machine that Samsung are failing to repair despite being eligible for repair. AVOID like the plague.

Sorry for the rant - but not sure what other avenues we have left.

JJ_Egan

admmasters wrote: »

Dear All,

I have only joined this site to share a disgusting experience that has occurred with Samsung UK and their rude staff. Having tried ringing their customer service following an engineer coming out no less than 6 times to fix our washing machine - I was lied to by staff on various occasions, the "supervisor" went home after putting me on hold for 45 minutes at the end of the day and when I complained to head office - I was given a template response from Kirsty Caswell Customer Services Executive (SEUK) in the President's Office advising that the Samsung do not provide compensation for the days spent contacting them and being lied to etc. Possibly the worst customer experience I have ever experienced and at this time we still have a broken washing machine that Samsung are failing to repair despite being eligible for repair. AVOID like the plague.

Sorry for the rant - but not sure what other avenues we have left.

Should be posted in the rants section.

But as to consumer rights that depends upon the problem .
Why Samsung do you have a warranty from them ?? .

tykesi

admmasters wrote: »

AVOID like the plague.

No thanks, I'm very happy with all my Samsung goods and will continue to buy them. One poor experience and you telling me to avoid isn't going to make a blind bit of difference.

admmasters

Right ok - so because you didn't have a problem - there isn't one. So bad customer service is ok then.

admmasters

JJ Egan - sorry I was not aware there was a rants section. I'm not sure this is the right place for this, if not then apologies, its still in warranty but they are not progressing the complaint etc - which is why I thought Consumer Rights..

k3lvc

admmasters wrote: »

JJ Egan - sorry I was not aware there was a rants section. I'm not sure this is the right place for this, if not then apologies, its still in warranty but they are not progressing the complaint etc - which is why I thought Consumer Rights..

So did you buy the machine direct from Samsung or are you chasing the wrong person to resolve the issue i.e. the seller/retailer ?

naedanger

admmasters wrote: »

Right ok - so because you didn't have a problem - there isn't one. So bad customer service is ok then.

No bad customer service is not OK. I too boycott companies that have given me bad service (which obviously goes beyond just making a mistake or two). And I think you are right to boycott Samsung if they have given you bad service.

However I suspect all companies give some customers bad service from time to time. I would not boycott a company based on instances of other customers getting bad service otherwise there would be very few companies I could do business with.

There are also some companies I would steer clear of, based not on personal experience but because of the volumes of complaint, and their reputation, or because I disagree strongly with some publicly stated stance the company has taken.

JJ_Egan

OP can progress the post with some information and may then be advised on consumer regulations that may take the problem forward .

akkers

I have sworen never to buy a Samsung again. First I bought a Samsung mobile; the screen cracked whilst in my jacket pocket. They said it was user damage even thought I did not put it under any kind of abnormal pressure.
Secondly, I bought a Samsung fridge freezer which started to freeze over and start making grinding noises; this was after my warranty period. I realised from watching Watchdog that their fridges had this common fault where the fan froze inside the freezer. I contacted Samsung and they said it was not the model shown on Watchdog. After much debate, they sent an engineer out who changed the fan. This was no cure because it was a design fault whereby moisture etc was getting into the fan and freezing it. The fault started happening again when the winter came around. I contacted them again and told them that the unit was unfit for purpose as it had a design fault when sold therefore I wanted a remedy. They just sent another engineer out to replace teh fan. He was quiet rude and alleged that we might be leaving the freezer door open (which was not the case). The problem started to happen every winter after that. Samsung would not have any of it and refused any further repairs. AS a goodwill gesture they said that they would give me a proportionate refund if I sent them the receipt. Obviously I did not have the receipt after all this time, so left it. Several years of noisy broken/leaky fridge freezer.
Never Samsung again!

pinkshoes

admmasters wrote: »

Dear All,

I have only joined this site to share a disgusting experience that has occurred with Samsung UK and their rude staff. Having tried ringing their customer service following an engineer coming out no less than 6 times to fix our washing machine - I was lied to by staff on various occasions, the "supervisor" went home after putting me on hold for 45 minutes at the end of the day and when I complained to head office - I was given a template response from Kirsty Caswell Customer Services Executive (SEUK) in the President's Office advising that the Samsung do not provide compensation for the days spent contacting them and being lied to etc. Possibly the worst customer experience I have ever experienced and at this time we still have a broken washing machine that Samsung are failing to repair despite being eligible for repair. AVOID like the plague.

Sorry for the rant - but not sure what other avenues we have left.

1. Who did you buy the washing machine from?

2. How old is it?

3. How did you pay for it?

Rather than ranting, why not ask for help from the helpful people from here?

daytona0

admmasters wrote: »

Dear All,

I have only joined this site to share a disgusting experience that has occurred with Samsung UK and their rude staff. Having tried ringing their customer service following an engineer coming out no less than 6 times to fix our washing machine - I was lied to by staff on various occasions, the "supervisor" went home after putting me on hold for 45 minutes at the end of the day and when I complained to head office - I was given a template response from Kirsty Caswell Customer Services Executive (SEUK) in the President's Office advising that the Samsung do not provide compensation for the days spent contacting them and being lied to etc. Possibly the worst customer experience I have ever experienced and at this time we still have a broken washing machine that Samsung are failing to repair despite being eligible for repair. AVOID like the plague.

Sorry for the rant - but not sure what other avenues we have left.

There are always two sides to each story.....

Points which jump out at me:

- They've been out 6 times, presumably to carry out free repairs, so their customer service can't all be that bad! One can, however, wonder why they are not fixing it adequately or whether they are the retailer/manufacturer (retailer may be able to replace it for you if faulty. Manufacturer doesn't necessarily have to do this for free).

- You say "lied to" by many staff.... I find it extremely hard to believe that you've had 6 engineer visits and yet they have apparently lied to you as well! I would wager that you've spoken to some inexperienced agents who, when speaking to a not-so-happy customer with a broken washing machine, have made some mistakes like many humans would.

- Regarding the supervisor going home.... unprofessional, yes. Human, yes. I am baffled why you would ring up at the end of the day when staff have one foot out of the door! The last thing a supervisor wants to do at the end of the day is talk about your broken washing machine which, despite 6 engineer visits, cannot be fixed! I mean you are entitled to call up when you like, but end of the day is not the best time...

- With regards to the compensation request, unless you have provable losses then you cannot claim anything (and you look a bit silly contacting a customer services executive to ask for compensation as apposed to a resolution to your problem!!!)

Not sure what is going on with your washing machine, but I'd consider approaching the retailer (if you haven't done so already).