I purchased a Samsung Monitor online for my wife's new home office. She set it up herself, but didn't notice their was supposed to be screws for the monitor to properly mount on to the stand. I finally noticed a month later, as I was setting up a new desk for her. So I contacted Samsung's online chat to see if they could send me the missing parts. The person I dealt with was very kind and accommodating, as he asked why I was reporting the missing parts so late. He told me that it was within the 1 year warranty, and so the parts can be delivered to my home free of charge. However I received an email 2 days later from a service center, saying that I have to bring the defective item to them if I want the parts. This is not possible for me, as I work over an hour away from the Service Center and the place is only open from 8am to 2pm. I called the customer service phone number to see why there was this sudden change in my resolution, only to discover that they were NOT sending me the parts anymore, and that I would have to purchase new replacement parts. They said that because I didn't report anything missing within 48 hours, they do not accommodate late requests. I told them that she hadn't even been able to open the box within the first 48 hours, so even if we had noticed the missing parts right away it wouldn't have made a difference.
After escalating the call to 3 different levels, the call center refused to waive the cost of sending me replacement parts, and refused to take responsibility for me receiving the wrong information. They said it wasn't there department who made the mistake, so why should they be held accountable. I told them they all worked for Samsung, and that it shouldn't matter which department made the mistake. At the end of the day I should not be the one who has to pay for a mistake that the company made. They told me their was nothing they could do for me as it was my fault for reporting the missing parts late. They also refused to look up the service request number I provided them, because they said if it doesn't start with a "4" it's not their responsibility. When I asked if they can find me someone who can look up my service request number, they danced around the question and said there's nothing they can do to help me.
Not only was this matter handled extremely unprofessionally and without compassion, it ended in a lack of resolution with the highest level of customer service rep telling me to email the complaint department if I didn't like the fact that I had to pay for replacement parts, and then hanging up the phone on me. I do not believe it is right for business to be conducted this way. The consumer should never have to pay for a mistake made by the retailer. I am extremely disappointed as I have been purchasing Samsung products for almost my entire life. I cannot believe that it is impossible to waive a fee as insignificant as $1.66, for a mistake that the company made.
We are very sorry to hear this unpleasant experience and definitely understand how frustrating that must be for you. We sincerely apologize for all the inconvenience caused to you.
We kindly request you to reach out to the dedicated B2B support for the monitor by the given contact number 18007490205, so that they can assist you accordingly and resolve this issue as soon as possible.
Please accept our sincerest of apologies this matter may have caused to you.
I got a similar message like this for a return I wanted to process but got absolutely no where. Hope they were able to help you but I found this type of a reply rather patronizing....sounds like they want to help you but in the end you get the same response and you are back at square one.
