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chuckleberry's picture
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RE: Samsung, Very Poor Customer Care - Despicable!!

I think Samsung's customer care is despicable!!

At the begining of the year I bought a new 40" Samsung TV complete with 2 pairs of 3 d glasses.

First time I used them they proved to be faulty, so contacted Samsung. Long, long chat with technical help, got close to conclusion but got cut off. Phone again a few days later. They said the glasses were faulty. That I would received a posting return envelope, and to get proof of posting from the post office. I did this. Some time later I received just one pair of glasses back. Chased samsung. They said I was meant to post one pair at a time (not being psychic how was I to know!). They said they would sort it out. Nothing happened. I chased again. Lots of apologies and said they would sort it all out and someone would get back to me. Nothing happened. A week later I chased again. Much the same apologies, they contacted repairtech (there repairer) who evidently were waiting authorisation. I was told it would be sorted. Nothing happened. I chased again, spoke to repaitech, they said the were still waiting authorisation. Spoke again to Samsung who said authorisation had just gone out. Nothing happened, but got a phone call from Samsung asking to give a review of customer serices!! I later got another samsung call, they said they would not wait for repairtech and just send me out glasses. Nothing happened. Then today I get a call from samsung asking if I have any proof I sent two pairs. Of course I dont - who photographs what they put in an envelope?!?! They have proof I sent something at least, but repairtech said only one pair had been received (though actually I have found out from repairtech that their system would only record one if the order they received was for one, even if 2 were in the envelope).

So that is where I stand. Samsung will do no more and have washed their hands of it. I said that if they have the recording of the original complaint it would show that I was told to return the two pairs of glasses, and there was no suggestion of sending one at a time. They say that if that is what was said, they would reconsider replacing my glasses. BUT they would charge me £10 to have the recording listened to!!! Unbelievable. That really made me angry. I am on a mission to notify as many review sites as I can. (well - till I get too bored - or the steam from my head settles)

All this for a £16 pair of glasses (about £3/4 to Samsung). I spent £800 on this TV. I am only now doing it as a point of principle. I wish I had just bought some replacement glasses - but that makes a mockery of a warranty. Today I made a vow never to buy Samsung products again. 

bigboss's picture
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RE: Samsung, Very Poor Customer Care - Despicable!!

Write to them, complaining exactly what you've said here. Keep documented proof of your correspondence with them. £10 to listen to recording is new on me. 

pantechnicon's picture
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RE: Samsung, Very Poor Customer Care - Despicable!!

I think the £10 comes from the Data Protection Act - they're obliged to provide you the recording, but can charge up to that for doing so.

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RE: Samsung, Very Poor Customer Care

Hi All,

 

I have have just been having very terrible experience with Samsung Customer service. I calmly tried to resolve it with them but they would not listen. After a month and two weeks of constantly following go get someone to resolve this issue has still lead me to no where.

 

My resolution is to create a facebook for them. I have just done that, the essence is for people to join and share their SAMSUNG POOR CUSTOMER SERVICE.

 

My absolute hope is that, this can help them provide proper serivice to all of us 

NeverBuySamsung's picture
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RE: Samsung, Very Poor Customer Care

Sorry I didn't add the facebook id for samsung on facebook:

 

NeverBuy Samsung

 

email: samsungpoorcustomerservice@yahoo.com

 

Thank You.

Pindi's picture
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RE: Samsung, Very Poor Customer Care

Does this guy work for LG?  :?

BIGBERNARDBRESSLAW's picture
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RE: Samsung, Very Poor Customer Care

Pindi wrote:

Does this guy work for LG?  :?

I'm not sure, it could be my wife.  :grin:

Lounge: Panasonic TX-P50GT50 / Yamaha RX-A2020 / Panasonic DMP-BDT110 / Dali Zensor 3 / Dali Zensor Vokal / Mordaunt Short MS20i Pearl Edition / Roksan Radius 5.2 / WDTV My Book Live / Seagate Expansion / Sky HD Box 

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RE: Samsung, Very Poor Customer Care

I've had good experiences with Samsung.

I contacted Samsung asking for best setting for my TV.

They could not recommend any as each TV is different but they did give a personalised reply.

I replied to that one and I got another personalised reply.

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Samsung very poor service

Hi,
I have a lip sync issue with a Samsung UE55HU8500 TV.
I have made several calls to the Samsung help desk trying to resolve this issue. They are aware of the fault and developed a fix via a firmware releace. I have downloaded the firmware and installed it but the fault is not resolved and we cannot watch anything where the person talking is on the screen.

I have spoken the to the AV team and their manager and they tell me they have forwarded the issue to the excalation team and that at sometime in the future they hope to get nother fix out. They have said on three occasions that someone will call me back but I am yet to receive any of the calls that I have been promised.

I bought it direct from Samsung at Stratford, London and would like the matter resolved.

I am a huge admirer of Samsung goods but the service I am receiving with regard to this issue is very very poor.

I have emialed them asking someone to contact me and advise how they intend to resolve my issue and whether I should return th set and swap it for another. They are clearly aware of this issue but to be told by their staff that they do not know if or when the problem will be addressed is unacceptable as I am sure you will agree.

Anyone have any other ideas....weare pulling our hair out here and have gone back to watching our old TV set.....we feel as if we have nowhere to go with this!

Many thanks in anticipation

bigboss's picture
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Write to your retailer from

Write to your retailer from where you bought the TV, with a copy to Samsung UK, stating that you're rejecting the TV under Sale of Goods Act 1979 as it's not fit for purpose. Explain the issues and demand a full refund. It's your retailer who's responsible and not Samsung but send to both via recorded delivery.

BIGBERNARDBRESSLAW's picture
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Because you bought the tv

Because you bought the tv directly from Samsung, that could make things a little harder, but you've paid a lot of money for something that doesn't work properly, so be polite, but strong.

There are obviously problems with this tv, but there can't be problems with all of them. If I was you, I would ring the Samsung store you bought it from, explain what is happening, and that you are not at all happy, and tell them (not ask) that you want a replacement. Make it clear that you expect the replacement to work as it should, and if it doesn't, you will be demanding a refund. 

Always be polite, but never back down.

Lounge: Panasonic TX-P50GT50 / Yamaha RX-A2020 / Panasonic DMP-BDT110 / Dali Zensor 3 / Dali Zensor Vokal / Mordaunt Short MS20i Pearl Edition / Roksan Radius 5.2 / WDTV My Book Live / Seagate Expansion / Sky HD Box 

bigboss's picture
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BIGBERNARDBRESSLAW wrote:

BIGBERNARDBRESSLAW wrote:

Because you bought the tv directly from Samsung, that could make things a little harder, but you've paid a lot of money for something that doesn't work properly, so be polite, but strong.

The TV was bought from Samsung store in Stratford, not directly from Samsung online. Regardless, I can't see why it should make things harder. If anything, it should be easier to resolve the issue.

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samsung customer care

I dealt with samsung only once phoned them up over broken camera zoom lens. they were superb dealt promptly sent me out packaging including free postage. And said we will return camera within 2 days of receiving it.and yep I got camera back in full working order I can't recommend their service enough they were great.hope you get things soughted out.

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Samsung customer service

Another positive experience here with Samsung.

Got to say I received absolutely superb customer service when I had an issue with the screen on my 55F8000 TV. I rang customer services and within 6 days a brand new replacement screen was fitted to my TV at my home, no sending it away for 4 weeks and being without a TV and the service I received was simply 1st class and couldn't be faulted. I was contacted by phone with regular updates and the company that carried out the repair were outstanding and extremely professional and didn't expect me to stay in all day waiting for them, they provided an appointment time and phoned 1 hour before arriving. 

It should be noted that I have previously had several nightmare experiences with both Sony and Panasonic and with both manufacturers it was in relation to TVs so to receive such outstanding customer service was a very welcome and refreshing change. Samsung truly showed them how it should be done. 

Samsung UE55F8000 TV (THX professional calibrated), Dali Zensor 5 7.1 (front presence configuration), Sony BDPS790, Yamaha RX-A2020, Marantz PM6004, Marantz CD6003, Virgin TiVo 1TB, Playstation 4, Playstation 3, WD TV Live, WD My Book World 1TB.

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Samsung - fridge freezers -

Samsung - fridge freezers - customer reps - completely incompetent, lacking any detailed knowledge, unable/unwilling to answer clear specific questions. Still in dispute with them - final reply was to take it up with retailer. Unfamiliar with specifications of their products for sale in uk stores. Need I go on?

Yamaha V2065. MS Mezzo 5.1 Panasonic 42. Sony BD. Garrard 86SB. WD Live TV. SkyHD.

http://www.whathifi.com/forum/home-cinema/lounge-hc-signature-update-bass-traps

 

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