Approximately 8 weeks ago the fridge part of my fridge/freeze began to freeze it contents intermittently. Some days it would read -3 on the LCD display others 0 and so on. I called Samsung who put me in touch with there repair contractor. An appointment was made for the following week and I took the day of work as they couldn't specify a time. The repair guy turns up for all of 2 mins and after I explain what’s wrong, he says I'll order two parts, a main computer board and a temperature sensor. He did even look at the unit (this could of been done on the phone!) 10 days go by, by which time another load of food is ruined, including two bottle of champagne saved from our engagement explode and not a word from the repair agent. The very next day I call the service center and low and behold the part has just arrived. I book another appointment which they can only provide a week later. Once again I take the day off and the same guy appears to fit the new parts. 5 mins later job done and he’s on his way, but not before I comment that the LCD is still displaying the wrong temperature. He says as he’s halfway down the road, it’ll be alright it just because the doors been open for a while. Off we go skipping to the super market to buy another load of food. The very next day it’s all frozen again and it reading -5, oh and it’s now the weekend and both Samsung and there agent are closed! Come Monday morning and I phone Samsung to explain that I’m unhappy with there agent and want to know what they’re going to do about it? After being on hold for over an hour I put through to a very helpful Manager who asks me to fax in a copy of my receipt and she’ll get all the relevant info from there agent and authorise a replacement, explaining that this could take up to 5 – 7 days. You guessed it 7 days later not a peep. I phone Samsung and they say, Ah that person has been sacked and she deleted all her e-mails and files. I was then put on to another manager who said don’t worry, scan the documents in now and I’ll personally take care of the issue of a replacement. I scan the documents in and she says great I’ll call you back (good job I didn’t hold my breath) Again I call back and am told that they need the agent to say they can’t fix it before they can replace the unit. I explain that I was told by a manager that it would be replaced because the agent hadn’t done the job properly and it was obvious they couldn’t fix it. I asked to speak to the manager and was refused saying that I had to re-contact the agent as the manager had given me wrong advice!!? So I call the agent and yet another appointment is made, they guy turns up a week later blah blah blah…… and guess what, he says what’s the problem and then writes un-repairable advice is to replace. Two days go by an hour and a half on hold and yes they will replace like for like, but it’s not in stock and may take 14 days. I ask for a refund and they say no problem that could take up to 21 days, eventually I decide to take the replacement as it’s the new model and cost $300 more than mine when I bought it on run out as I wouldn’t be able to get the same standard of appliance for the lower refunded amount of $800 and didn’t want to spend the extra so close to our wedding 3 weeks away. I asked about compensation and they said yes no problem, to the max of $100, What an insult, 8 weeks without a properly functioning fridge and around $500 - $600 worth of destroyed food/alcohol and that’s all I get…What customer service!!? I have two Samsung LCD’s as well as this and can put my hand on heart when I say I will never buy one of there or there associated companies products again and urge you to do the same Mr. Angry, Melbourne.
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We purchased a top of the line Samsung LCD 40 inch TV from a local electrical outlet several months ago. At the time, Samsung offered a $150 cashback, if we completed an online web page application and sent a copy of this, with the receipt to them before the offer deadline. This was done the same day. However, no cash back was received. Before the deadline, we sent them 2 emails (via their web page problems link) asking them to chase it up. After the deadline, we sent another 2 emails. Each time, we received an email back advising the matter had been sent to "The Management of Promotions" for investigation. Never did this fictitious department contact us back. After finally threatening them with fair trading, they gave us a 1300 number to ring, and again said it would be forwarded to promotions. The first time we rang the number, we were on hold 40 mins before being cut off. The second, 30 minutes. It is virtually impossible to contact Samsung Admin any other way apart from their web site, as no phone numbers are listed anywhere. Finally, having enough of them, I sent them an email advising them I had forwarded the issue to fair Trading. The next day, I received a call from some girl at Samsung, advising it was apparently MY fault for not sending the forms in on time. When I told her I had clear proof they received not one, but 2 emails, asking about just this, BEFORE the deadline, she shrugged it off, and continued to tell me it was MY fault for not following it further (How I could do that was never explained). She also said I should have kept trying to ring them, after being disconnected twice after being on hold for nearly 70 minutes. Her customer service skills were terrible. The matter was then sent to Fair trading approx 5 weeks ago. It took Samsung until yesterday to even respond to Fair Trading (who advised me that all prior correspondence had been ignored), and they were advised....you guessed it...that it would be sent to the "Management of Promotions" for investigation. (The poor lady at Fair Trading couldn't understand why I thought that was funny). I'm still waiting, after over 5 months, to receive the cashback promised. Another week has now passed, and still no response. Quality customer service indeed I've purchased many Samsung products over the years, and have been happy with the quality of them all. However, their customer service is disgraceful, as our experience with their cashback offer, is it is nothing more than a lure to entice people to buy. I've purchased my last Samsung product. While I cannot fault their products, their offers are clearly fradulent. I assume they hope most people would just give up, but I refuse to. So, hats off to Samsung and their terrible customer service. I'll repost once they respond to Fair Trading (if they ever do), and advise what they decide to do.
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Purchased SRS535NW side by side fridge from Samsung via Harvey Normans in January 2007. Both doors dented. Had warranty company out numerous times with other doors(which were also dented) Offered another fridge but said did not want to move everything just to have another fridge with dented doors. So more doors ordered. It is now November and I still have two dented doors. I was offered $100 compensation which I refused since I have had to be home about 6 times and made so many phone calls and faxes. I asked for $150 and this was ok'd by samsung by phone(I still have this on my answer machine). They sent a cheque for $100 and wont and dont answer any of my faxes in regard to the other $50. Worst service I have ever had with any product (I am a senior)
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