About 3 months ago I purchased a WW85T504DAE, DV80T5420AW and was told by samsung techincal support I could use SKK-DF to stack these units. I've subsequently found that this was incorrect advise and that does not work with my Washing machine and dryer combination. Now I'm seeking a refund and I'm told this is the email extract "However, due to our refund process, we do not have an option to request a refund for this item as this is a consumer electronics item and that we do not have a refund process for it. We sincerely apologize. "
I have tried multiple times now to engage via the chat and keep getting told someone will call me back, this is over a few weeks now with no solution
So the key points :-
Samsung told me to purchase this item, I purchased this under Samsungs direction.
So this is not something that I'm changing my mind on, you told me to buy this. My Mistake was trusting your technical department. I need a resolution now or I will take this up with consumer affairs
I can not believe that you tell me to purchase and Item and you inform me that you can't refund this as your processes don't allow. This is a poor joke.
I would like to know whom I escalate this too, as this is your mistake and you need to make good on the customer relationship when you make the mistake
Consumer Affairs won't do much nor will ACCC tbh. If anything DFT will get you somewhere.
My questions are:
Did you buy this online?
Do you have record (as in writing) where Samsung provided you with the false information?
Have you escalated this to the CEO rep or any of the moderators here? Certain departments hold certain powers to retrieve phone calls (if you don't have it in writing) or you can ask them for a copy of the phone conversation. There's a process and perhaps a fee but it's worth attaching to your DFT claim.
Thanks, yes I fortunately kept the chat, and every agent I have spoken to has admitted that they provided the wrong advice as they can see the chat history, its pretty insane they know they did the wrong thing. Do you possibly have the CEO rep connections as I can't find anything where to escalate
