SAMSUNG - Dodgy washing machine, rude customer service

GUYKEAN

I have bought two televisions and two wireless speakers from Samsung in the last month. The speakers connected, then didn't connect, then went quiet, then only one worked. I called he helpline and after over an hour of 'remote access' the call centre assistant admitted they couldn't fix it and they would get an engineer to call. No call. I called again, was promised a call back. No call. I emailed CEO's office no reply. I called again. Promised a call back. No call. Emailed CEO again. No response. Tweeted and got a response saying they would look into it. Heard nothing more. Called again and was promised it would be 'escalated' and promised an update call. No call. Called today and told 'all we can do is escalate it to Head Office again'. No one senior to speak to. Blocking at every turn. Understand now why all the managers hide...their service is dire and they would spend all day apologising to customers for their dreadful customer service.

bris

GUYKEAN wrote: »

I have bought two televisions and two wireless speakers from Samsung in the last month. The speakers connected, then didn't connect, then went quiet, then only one worked. I called he helpline and after over an hour of 'remote access' the call centre assistant admitted they couldn't fix it and they would get an engineer to call. No call. I called again, was promised a call back. No call. I emailed CEO's office no reply. I called again. Promised a call back. No call. Emailed CEO again. No response. Tweeted and got a response saying they would look into it. Heard nothing more. Called again and was promised it would be 'escalated' and promised an update call. No call. Called today and told 'all we can do is escalate it to Head Office again'. No one senior to speak to. Blocking at every turn. Understand now why all the managers hide...their service is dire and they would spend all day apologising to customers for their dreadful customer service.

You have no contract with Samsung, take it up with the retailer and let them deal with it as it is your right under SOGA as it's only a month old.


Start your own thread if you continue to have problems.

neilmcl

bris wrote: »

You have no contract with Samsung, take it up with the retailer and let them deal with it as it is your right under SOGA as it's only a month old.


Start your own thread if you continue to have problems.

They said that they bought from Samsung so I'd imagine that makes Samsung the retailer!

wealdroam

GUYKEAN wrote: »

I have bought two televisions and two wireless speakers from Samsung in the last month.

As it is within one month from the purchase, why not tell them you are rejecting the goods for a full refund as they do not conform to contract?

Why have you mentioned the televisions?

AJXX

admmasters wrote: »

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

How does one quantify "compensation" for "days" spent contacting Samsung or being "lied to"? Probably the reason they said no is because asking for "compensation" due to customer service failings is pathetic and people need to stop doing it.

Compensation is something you get as a result of financial loss, injury, major wrong doing towards you - not as a result of perceived "bad customer service"

The reason I keep saying "days" is because I find it hard to believe that you have literally spent days on the telephone.

I know this thread has since been hijacked and revived by another user, but people asking for compo over things like this really winds me up.

The fact that you then go onto say "the worst customer experience I have ever experienced" because they (rightly) said no to your stupid compo request says all you need to know about you...

kingfisherblue

To be fair, my Samsung washing machine developed a fault. It was expensive, but has a five year warranty. I had to email a copy of the receipt to Samsung. The engineer came out
1. To diagnose the fault - the circuit board
2. To fit a new circuit board (which had been ordered for me). At this point, the engineer found another fault. He ordered a new motor.
3. To fit the motor. The washer still wasn't right, so he stayed until nearly 7pm until he found the problem. It was something to do with the wires that connect the circuit board and the motor (I think that's what he said - it's over a year ago and I can't remember the details)
4. The final visit was to replace the above wires.

The engineer was the same chap each time, and very polite. The customer service team on the phone seemed as though they could be more knowledgeable, but they were polite. My machine has worked well since.

I think that it is possible that the wire was the problem all along, but the engineer only diagnosed it after he had exhausted all other possibilities. Before coming each time, he rang 30 minutes before, so I didn't have to stay in all day.

Obviously people have different experiences, but how many people register on MSE to praise a company? We're all quick to complain. I just wanted to offer a different view of service offers by Samsung.