Samsung

ariley789

I have written confirmation from a Samsung shop manager that a replacement had been approved and a courier was sent on Monday 16th August to collect the damaged induction hob which had been agreed to be replaced. I was told 7-10 business day the replacement would arrive. I heard nothing so today , 1.9 i rang the shop team to chase a delivery date to be told they had no record of any replacement and said they couldnt help. Im now out of pocket by £1,500.29 and without any hob

neilmcl

Why have you not added this to your existing thread on the subject? Take your "written confirmation" to the shop and tell them you are still waiting on your replacement hob.


So others are not confused:
https://forums.moneysavingexpert.com/discussion/6289150/samsung#latest

ariley789

Sorry abit of a novice with this. Its the online shop team who have arranged this via email. I ve contacted the UK customer services and they was unable to help said i need to ring the online shop team I ve spoken to the customer services on facebook and they also said i need to ring the online shop team. Im running round in circles

neilmcl

ariley789 said:

Sorry abit of a novice with this. Its the online shop team who have arranged this via email. I ve contacted the UK customer services and they was unable to help said i need to ring the online shop team I ve spoken to the customer services on facebook and they also said i need to ring the online shop team. Im running round in circles

Then why don't you ring the "online shop team" as they both suggest?

ariley789

I have. They said they had no record of a replacement and said they cannot help

neilmcl

Then I'd call them again, stating you have email confirmation that a replacement order has been arranged and if they still try to fob you ask to speak to a supervisor/manager. Also, if the email allows for a reply then use that too.

deannagone

Samsung customer services is crazy.  I had an issue with a washing machine (very expensive direct drive machine) and I had to speak to people in Korea, who were very hard to understand.  Perhaps they found me hard to understand as well because I was sent to several different teams, all who said they could not help.  By the end, although I am normally very polite, I was quietly going spare.  I just had to keep trying, it seemed as well that the right hand didn't know what the left hand was doing, and no one knew where to send me.  I did get it sorted in the end, but I will never buy anything Samsung again (purchased 2 appliances, disappointed in both, both very expensive).

sheramber

I have written confirmation from a Samsung shop manager

Can you ask to speak to that manager, or reply to his email of it accepts replies.

macman

Is Samsung the retailer, the manufacturer, or both? The retailer is your first port of call.

sheramber

macman said:

Is Samsung the retailer, the manufacturer, or both? The retailer is your first port of call.

From the original post in the mink above

Placed an order for an induction hob & other items with Samsung online 7.5.21.