HORRENDOUS CUSTOMER SERVICE. DO NOT BUY SAMSUNG PRODCUTS

[MilanMan13]

I'm writing this today to voice my displeasure, shock, and anger towards Samsung as a whole. I purchased a Samsung Television UN75MU8000 for 3000 taxes included, just three months after the warranty the TV's main panel failed. I called Samsung Support late October 2020 and they directed me to authorized repair centers. The quote came to 1700 after tax, 200$ more than half of the price of the unit, but they could have it installed in my TV in 3 business days of the quote. I was completely flabbergasted by the price. I contacted Samsung right after to confirm this, and to see if there was anything they could do, a partial credit or a discount towards the repair, anything. They had told me they were starting a case and they would get back to me. Two weeks passed and I had not heard anything back. I called the support department again, and they had informed me that no case had been started under my serial number or Samsung account. Strike one. I have emails dating back to November 11,2020 starting a new case with the "Executive Customer Department". It seemed to progress well until November 27, 2020 where I received my last update. My update was that I would be getting a resolution shortly. Another 2 -3 weeks pass, where I email the agent on my case 3-4 times asking for an update. I could no longer wait, so I called in again around December 30 2020. At first the Samsung Customer told me there was no case started on my account or file, she then said she found a case. I had asked why I had not been contacted with a resolution yet, and the response was " The agent working on your case is on holidays until the new year."... excuse me but does Samsung really allow a case to be started and not completed before a vacation is taken? Even one step further, could this customer service agent not forward the case to another agent? Strike 2. So I had to go through everything again, for the third time. This third case lasted about 6 business days, where the case was concluded on January 11-12 2021. My warranty request was rejected. With my warranty claims being rejected, all I was left to do was to approve the repair at the authorized Samsung Repair Center. I called the repair center back, and they told me the part was obsolete with no replacement. Strike 3. I called Samsung back in a hurry because I could no longer fix my tv. After speaking with an agent, they told me that all cases should have an answer between 24-48 business hours of when the claim was started. This claim took 2.5 months, a tad bit of an extension from the 24-48 business hours; as well when I started the first case the replacement part to fix my television was available, 2.5months late dealing with Samsung the part is no longer available. I called Samsung, and started my fourth case. The gentleman started a case, got all my info including the part number of the panel for my TV. The first email was from January 18,2021 and he concluded the case on January 20,2021. The resolution I received was this, " I regret to inform that since the part your television needs is no longer available in you stock. You can proceed to contact these companies to order the part you need for your unit." . Confusion, if the part is no longer available how can these other companies get it? I humored this request, called both places listed and both told me that it was backordered from Samsung with no lead time. In short, it is obsolete. The kicker to that is, if the companies had the part they were going to charge me 2000$ plus tax, when my repair for installation delivery and the part was 1700$ tax included.  I cannot accept this as a resolution because it didn't resolve anything. The fact of the matter is Samsung's lengthy customer service has hindered my ability to repair my tv. If they had gotten back to me early November when I had emails, I would have already repaired my TV. Samsung not taking responsibility for this error is really upsetting. So I called back on January 27,2021 and opened another case. I gave all the information, and they started a case. Two days go by with no answer, so I called to get an update. When I provided my case number the agent told me that the case was closed. That's strange because I never got an email or a call notifying me of this. I asked when the case was closed, and the person responded with "January 27 2021." That sent me on a tizzy, as I am left to believe with the information provided to me that Samsung didn't even try to resolve my situation. Completely unacceptable. The representative felt bad and started another case on January 29,2021, the fifth case I think. I called on Feb 1 2021, to get an update, nothing yet. The agent did read me the case files, and the case files stated nothing about me not being able to fix my television because of Samsung's customer service time. This is the reason I am not getting a resolution, because the Samsung Reps are leaving vital information out of the case! I asked the current agent to update the file, which he said he did. So today on Feb 3 2021 I received my resolution. Almost a carbon copy of the case from January 18 2021, where it states "The part is obsolete, you will have to find it else where." Samsung is not acknowledging the problem where as, THEIR customer service team caused this problem, and they refuse to fix it. My aim is not to rob Samsung, my aim is to get what I'm owed. A fully functioning tv, like I said if Samsung got back to me within 24-48hrs of the first case, I would not be in this situation. That is not the case, as it took 2.5 months to get an answer about my initial request. I requested a resolution in the amount of $1700, or a replacement unit that is equivalent to my current TV model, this was rejected twice. I phoned Samsung back again, just now after this "resolution", not to start another case, but to file a complaint. Guess what, they started another case. My quarrel is that these resolutions, do not resolve anything. They are to protect Samsung from compensating their customers. I know nothing will come of this, but I need everyone to know, Samsung will not back you if there is an issue, as well if they cause an issue THEY WILL IGNORE IT like it is not their fault. Shameless behavior for a globally recognized company. I hope this message finds you before you purchase a Samsung product so you will never have to go what I have gone through over the past 3.25 months now. Thanks for nothing Samsung.

[Cassidy]

Hi

If you are in Québec,  you have a law that protect you about that kind of situation and you can win in Court if Samsung don't want to negociate with you :

https://www.opc.gouv.qc.ca/en/consumer/topic/warranties/examples-of-judgments-concerning-legal-warra...

Warranties provided for by law: your rights

Among other things, legal warranties entitle you to demand that any goods you purchase:

• are usable for the purpose for which they are ordinarily used;
• have reasonable durability, based on the price paid, the terms of the contract and the conditions of use;
• are free of any hidden defects, i.e. significant defects that were present before the sale, but that were not mentioned to you and of which you could not have had any knowledge, despite exercising due caution;
• match their description in the contract, advertisements and statements made by the representative.

You can demand the same conditions for used goods purchased from a merchant. In such cases, however, you must take into account the fact that the item is used and the degree of wear at the time of purchase.

What is reasonable durability?

The warranty on durability provides that goods must be usable in normal use for a reasonable length of time. However, the law does not specify, for example, that a TV set should last 10 years. Why not? Because to determine the reasonable durability of a given item, several variable factors must be taken into account. These include the price paid, terms of the contract and the conditions of use of the item. Thus, a TV set worth $850 cannot be expected to last as long as another TV set with similar characteristics, but that is worth $1,500.

In other words, it is all based on facts and common sense.

[Valeriya]

Hi, We sincerely apologized for the inconvenience caused and appreciate your time and patience. We have reviewed your case history and observed that when you contacted the support team, they stated that the unit is out of warranty and also there is physical damage on the TV, the part number needed to repair the TV is not available. We will follow up with the team for further review.

[bett3r]

Tell me about it, I had my experience with Samsung Support. They lie to their customers. One of the worst customer service in the industry.

[-Tony]

Hi MilanMan13, We have forwarded this to our team for further review and our team already working on this case. We appreciate your patience in this regard. We will get back to you via DM(Direct Message) as soon as we receive a response from our team.
Please follow below instructions to check Direct Message.
Log in to the web version of Samsung Members community Canada and click on the Message icon at the top right(Samsung Members) >> Inbox >> Reply to the DM(Direct Message).

[ARKing]

Yes, I have also faced similar issues many times. I own a clearing service company in Germany, so I don't have the time to repeatedly visit Samsung customer care. Please solve my problem too.