Samsung has the worst customer service I have ever encountered

Tonywest44

If I could give zero stars I would. Samsung has to be the worst company I have ever dealt with. Their customer service is non existent. We bought a fridge freezer for £2199 in 2017. It is still under warranty. The unit started freezing up so we booked an appointment with a Samsung engineer who came to look at the fridge freezer and told us we had been sold a faulty unit and it would be replaced. This was 01/11/2019. Since then we have had to phone their customer service team over ten times and this is what we were told.

We were promised that our fridge freezer would be replaced by the 12th Nov. That day comes so we ring up again. Sorry we don’t have any stock yet. Call back in a week. So we called back. Sorry still no stock. So we asked what other options they could give us that were in stock. We were told that no fridges were in stock even though on the Samsung website you can order any fridge and get delivery within 2 days. In the end we asked for a full refund. We handed over our bank details and this is when the customer service advisor dropped the real bombshell. We need to get your fridge back to us before we can refund you. It will take 10-15 working days after Samsung receive the fridge back before we will get our money back for the faulty fridge.

We asked for the contact number for the collection company but guess what customer service wouldn’t give it to us. Same avoidance tactics here to that question. Lots of apologies but no solution. Someone will call us in two weeks regarding the collection and then we will have to wait a further 3 weeks to get our money back. 5 weeks total plus 4 weeks from when an engineer came to look at the unit. So nine weeks in total for Samsung to help a customer with a fridge freezer that was sold to us as faulty without us knowing and we the customer get treated like this.

So we ordered a new fridge and it’s being delivered tomorrow. I’ll update if it doesn’t arrive.

Who has room for two large fridge freezers in their house. Not many people. Can Samsung tell us when the faulty one will be collected. NO. Someone will call you in two weeks.

Samsung have no customer service ethics. Their team are rude, avoid your questions and fob you off. They will simply spout rubbish from an already written script no matter what problems you have or what question you ask them.

Avoid buying anything from Samsung. If you have to buy Samsung go via a third party and take out the extra warranty.

Samsung you should be ashamed of the way you treat your customer. I am now going to put this message on every forum I can find. Twitter will also be getting an earful. I have had to spend another £2000 on my credit card to get a fridge freezer that works and can’t get my money back for the faulty one until Samsung give it back.

Daylight robbery.

k3lvc

Excellent rant 10/10


Before commenting further did you buy the original direct from Samsung - if not then from who and how did you pay ?

shortcrust

Tonywest44 wrote: »

If I could give zero stars I would.

...

You can give them zero stars if you want to, and don’t let anybody tell you otherwise!

JJ_Egan

Thanks OP on your recomendation i am buying a Samsung .

almillar

The unit started freezing up

You had it set too cold!


Sounds like they have a stock problem and you simply won't accept that, and have given some poor souls in a call centre grief. It's still been under a month. Not ideal certainly, for an essential like a fridge but I hope you're being nice to people when complaining.
And as k3lvc says, you should have gone to whoever sold you the fridge in the first instance, what did they say? Maybe they could have replaced it far more quickly.

Tonywest44

No from curry’s but because it was a manufacturing fault we had to talk to Samsung. Who are SH*T if I hadn’t said so before. 😂

Tonywest44

Are you an approved Samsung engineer? I would hope so to diagnose we had set it too cold from a message on a forum.

The Samsung engineer who came to look at it had a different opinion. Once he had removed the inside back of the fridge he said “you see that massive crack measuring about 2 feet in length”. “Yes” I said. “ that’s your problem”. “Whomever built this didn’t know what they were doing “.

I will pass on your diagnosis though regarding us setting it to cold 😂😂😂😂

Tonywest44

Paid by credit card.

neilmcl

OP, take a breather and calm down a bit, and get a Moderator to move this to either Praise, Vents & Warnings if you're not looking for advice or Consumer Rights if you do.

MarcTJTD

almillar wrote: »

And as k3lvc says, you should have gone to whoever sold you the fridge in the first instance, what did they say? Maybe they could have replaced it far more quickly.

As a retailer, can advise that's a nope.

If a manufacturers fault develops within 6 months, we exchange + claim back from the manufacturer.
If a manufacturers fault develops between 6-12 months, we ask for an independent report to confirm the fault and then exchange + claim back from the manufacturer.
If a manufacturers fault develops after 12 months, it goes to the manufacturer as a warranty claim.

Exceptions occur; we get a lot of repeat business so we go the extra mile for our regulars and we're more relaxed if it's a cheap item, but the above is our standard procedure.

shortcrust

I’d stop speaking to people on the phone and write a proper old fashioned letter of compliant.