Original topic:

TV remote warranty replacement delivery time toooo long - unbelievable service

(Topic created on: 03-28-2023 01:06 PM)
462 Views
sanbn19
Beginner Level 2
Options
TV & Audio

Hi Community members,

I am writing this after almost 1 and half months of not getting a replacement remote for my 75" QLED TV that I bought just a few months ago.

I had got a warranty claim approved in the month of Feb 2023 and I received an email from Parts FOC on 15th Feb confirming the despatch of a replacement TV remote who advised a total delivery time of 3-5 days. As I didnt receive the remove even after a week I call the customer service who advised me that the remote was returned to sender because no one was available at the delivery address. I told them that I work from home full time and there is no chance there wouldnt be any one available at home. Anyways I requested them to resend the item which they confirmed they will in a few days. This happened around 22nd Feb.

As I didnt get anything for a week after this nor any sort of communication advising me on the whereabouts of the remote, i called them back on 28th Feb. They again told me that they will despatch it soon. 

Anyways now a month has passed (28th Mar) and I still haven't received the item and I have made numerous calls to the customer care team and spoke to supervisors and various customer service representatives. But each time I receive the same message that they will despatch it soon and I will receive it within a few days.

When I called last week one of the supervisors advised me that he had put an expedited order and someone from their department will contact me in 2 working days, which never happened. I HAVE TO CALL AND ASK THEM THE STATUS AND THEY NEVER CALL AND UPDATE ME FOR THE LAST 1.5 MONTHS.

One word to describe all this - pathetic and totally disgraceful for a company like Samsung.

I am in total disbelief and thinking of why I ever bought the TV due to this horrendous experience I am going through.

I am on the phone with the customer care team as I write this and waiting to speak to a supervisor or manager.

Has anyone had any similar experiences? Cant believe this is happening.....

6 Comments
Troubadour
Active Level 10
TV & Audio
In the meantime, you may be able to use a universal remote, around $30?. However, check that the remote includes your tv as a choice. Similarly, less costly, look up remotes in Play Store, again checking carefully and you may be able to use your phone/tablet. Lots of posts here on how bad Samsung is both on direct sales and service.
SamsungClaudette
Community Manager
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TV & Audio

Hey @Troubadour 

Thank you for your help. 

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SamsungClaudette
Community Manager
Options
TV & Audio

Hey @sanbn19

I am so sorry that you are have had this experience. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette - TV remote warranty replacement delivery time toooo long<----Please post this in the Email Subject as well as your community handle.

Customers Name

 

Email

 

Contact Number

   

Preferred Call Back Time

 

State

 

Model

 

Serial Number

 

Product Issue

 

 

Kind Regards,
SamsungClaudette

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SamsungClaudette
Community Manager
Options
TV & Audio

Hey @duggle

I am sorry to hear that you have had this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue personally escalated for you.

Subject Title: SamsungClaudette - 1 month wait for the TV <----Please post this in the Email Subject as well as your community handle.

Customers Name

 

Email

 

Contact Number

   

Preferred Call Back Time

 

State

 

Model

 

Serial Number

 

Product Issue

 

 

Kind Regards,
SamsungClaudette

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Marbrico
Beginner Level 2
TV & Audio

I am currently dealing with a similar scenario with Samsung. The customer support is the just the worst I have ever dealt with, I mean I am beside myself right now. I purchased an S95B 65in Oled tv. The wifi module was faulty and Samsung sent an inexperienced Tech out and he broke the TV even worst as the TV is now not turning on at all. After much back and forth Samsung agrees to replace the TV. I have now been without a TV for over 2 months and getting nowhere. As a disappointed customer who has all Samsung products by the way(Washer/Dryer, Q95Oa soundbar, 2 Fold 4s) please do your research before purchasing a product from Samsung you will be left holding the bag. I could see them treating me like this if I bought a 50 dollar product but a 2000 dollar product should have some more urgency. I am just so frustrated and helpless at this point. I guess on behalf of all of us frustrated customers I am going to have to start a law suit or something to get us help, this is crazy.

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SamsungClaudette
Community Manager
Options
TV & Audio

Hello @Marbrico

I am sorry that you are also having this issue. I would like to look into this for you. If you could send an email through to members.au@samsung.com I will have this escalated for you.

Subject Title: SamsungClaudette – I have now been without a TV for over 2 months and getting nowhere <----Please post this in the Email Subject as well as your community handle.

Name

 

Email

 

Contact Number

   

Preferred Call Back Time

 

State of residence

 

Model

 

Serial Number

 

Product Issue

 

 

Kind regards,
SamsungClaudette

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