[COME READ THIS] TERRIBLE EXPERIENCE FROM SAMSUNG TV. WILL NEVER EVER BUY ANYTHING FROM SAMSUNG!

[terriblebrand]

Background

I bought a Q70D 65" TV and got it 2 days ago. And I found out there is a super terrible backlight bleed issue in this TV.

Customer Service

I talked to the Samsung agents online and showed them all the proofs with photos and videos, it's clear to spot that there's a bad backlight bleeding issue on this "brand new tv". Then I searched online and found out there were tons of customers complained about this issue with their Samsung TV, this issue occurs to most of the models. The agents told me they could give me a replacement because I reported this issue within 48 hours, and I decided not to have any replacement because people online said the replacements had the same issue as well. Since I don't want to waste my time so I requested for a return, and the agents told me I had to pay a 10% restocking fee for returning items. 

Returning Policy

First of all, why do I have to pay 10% fee because your item is defected and I'm fed up with it?

1) I didn't cause the damage to your item

2) It's within your 48 hours damage-support time window

3) It's within your 15 days warrenty time window

Why do I have to pay  10% fee for something that I didn't do wrong and have zero responsibility?  I asked the agents and they said it's because there were customer abusing the return policy so samsung decided to put this policy. Then why can't you guys check the items to see if the customers really abused this return policy? Run your test, check everything, I'm sure you have the technicians to identify whether the items are defected or the customers are abusing the return policy.

Exchange Policy

So since it's within 48 hours, they offered me to have a replacement to solve the current mess. But the problem is, they will send people to come pick the TV back to warehouse to investigate, then will initiate the replacement order for me. And it will take another 5-7 business days to ship the replacement to my place.

1) Why do I have to suffer from the consequence of the time gap where I am unable to use the TV I paid already?

2) The agent said the people who come and get the TV are not the delivery guys so they can't deliver the replacement. Then I asked them to collabrate and make the collecting date and delivery date to be on the same date, and the agents said they have to investigate the TV first. IF you guys are sending a new and unused replacement, what's the point for me to wait until you finished your investigation? Or you are just getting the defected one and fix it and send it back to me? WHO KNOWS?

3) The agents kept saying they will inspect the replacement to make sure there's no issue at all before shipping to me, so it clear means the Quality Assurance is terrible from Samsung since the one I got was defected.

4) The agents said they were sure that the replacement will be completely healthy since it's a brand-new item, then does it mean the one I bought from your official website is not a brand-new one? How come you can be sure the replacement is good while the one I got is bad?

I kept asking what can I do if there's any issue of the replacement and the agents kept refusing to answer directly but telling me everything will be fine. So I suspect that there's nothing they can do but keep sending replacement to me if the previous replacement is defected. And back to the restocking fee point, so eventually they will still ask for that 10% restocking fee even they know it's their problem and responsibility, and how dare they can ask customer to pick up their mess and still pay them  10% money? 

Conclusion

I'm sharing this experience with you all just to give you a heads-up that samsung will not return your full money back even they know they are the blames to take. They will still rob your money even you have done absolutely nothing wrong. For example, if you receive their product and it's broken, let's say it's a TV which the screen is broken when you got it, and you want to ask for a refund, then don't expect that samsung will pay you back fully cause they are gonna rob you for that illogically ridiculous restocking fee policy.

That was an extremely freaking terrible experience I had with samsung, I swear to Gods that my friends and I will NEVER EVER buy anything from them.

[Helenna]

Hi terriblebrand,

We certainly understand how frustrating that must be for you and we sincerely apologize for the inconvenience caused to you.

We would like to inform you that it is as per the terms and conditions of the Online shopping where Samsung mentioned about the restocking fee.

Please accept our sincerest of apologies this matter may have caused to you.

Thank you.

[terriblebrand]

Tell me, why do customers have to pay for a defected item if they want to return it which it is built by Samsung?

And explain the below statement, under what circumstances does samsung waive the restocking fee?

Contact Samsung within 48 hours of delivery/pickup either by the online shopping web chat at https://www.samsung.com/ca/support/ (select Online Shopping), by phone at 1-855-254-4747, or through email to info.seca@samsung.com. If your product is defective, Samsung will replace or refund it.

After the first forty-eight (48) hours after delivery, your product will be repaired, replaced, or refunded, in at Samsung’s sole discretion, according to the manufacturer’s limited warranty. Samsung will waive the restocking fee.

[terriblebrand]

Update:

The first agent I contacted was saying there would be a replacement team to call me and organzise within 1-2 days and the new TV will be delivered within 5-7 business days. I have been waiting since then and decided to contact them after waiting for 3 days, then the second agent said the replacement order was created and I have to wait for 1-2 days again. It's exactly the same of what the first agent said.

Then today is already the fifth business day I've waited and still no one contacted me, I had to contact them AGAIN. And now the third agent said the concern team is going to send me an email and ask me to perform troubleshoot AGAIN. THEN WHY WAS I WAITING FOR A WEEK? So a week has been wasted for nothing, please stop making promises which your employees cannot fulfill, as a customer I thought your teams are professional but fact has shown otherwise again and again and again.

Why customers have to proactively follow things up with your teams when your teams have already confirmed and promised to follow a case up?

The time customers have are not important and meaningless to this company.