I have just looged a formal complaint with the Samsung Customer Support of this.
If you are based in London and want your product to be serviced while under warranty beware: Samsung is relying on a third party company called Group FX and they are simply offering the worst client facing services I have experienced with Samsung.
Forget the efficiency of the German Samsung service team or the professional handling of Samsung France.
This is a completely different experience.
First let me list the positive:
. Group FX engineers are actually nice people and helpful
Now the negative:
. The lady answering the phone there is awful
. She would make everything she can to deter you to book an engineer appointment - even stating she will make you pay for the visit if the problem is not serious (Samsung Customer Support told me it is BS and you will pay nothing if you are under warranty)
. Don't expect Group FX to call you on the day of the visit to give you a precise time by 10H30 (they won't do it)
. Don't expect Group FX to log your repair in a timely manner as well (you have to call them for them to do so)
Bonus: Here is the exchange I had with the client facing lady you get when you book your repair @ 01708 361560
[Second call on the day to trying to understand why the engineer isn't there or when is he going to fix my telly]
Me: "I didn't get the call from the engineer regarding the time of the visit, it is 1 hour past the 10H30 deadline?"
Her: "I am going to try to call the engineer" [...] "The engineer is not reachable"
[... Rebooking the visit to a later date...]
Me: "Just to let you know this is unacceptable, I used Samsung in Germany and France, and the service was efficient here..." [Cutting me]
Her: "This is England here, you will have to follow our procedures"
Me: "Well your procedure is to get a call by 10H30, so if I don't a call by 10H30 you can not expect me to wait forever and I will have to cancel and rebook every single time"
Her: "Well then we will not come"
Me: "I am the client. My television is under warranty so you will have to fix it"
Her: "We will charge you for it"
TL;DR: I called Group FX because their engineer was late/didn't got the call by 10H30 for a timeslot and the lady there not only did not apologised for it but instead acted rudely and threatened to charge me. Consider ordering your Samsung product through Amazon or consider another brand to avoid that type of problem in the future.
They confirmed the engineer would be rebooked for next week and that they will investigate with Group FX.
Because it is a subsidiary they do not have a direct control on the staff
Had similar experience with Samsung and Group FX.
A lot of manufacturers selling their goods in the UK just farm their support out to the cheapest company they can find, so quality is poor, customer service is poor, and repair quality is ofen poor. We had similar issue getting an LG washing machine repaired.
The repair companies don't get paid enough by the manufacturers to actually make it profitable to repair anything, and given Samsungs overal quality on their products generally I'm not surprised Samsung have gone for the cheapest.
Your best bet, in the UK anyway, is to go directly back to the retailer, it's them that has to organise the repair, not us. If the engineers don't turn up or repairs fail to fix the problem you can get a replacement product or refund. It's called the consumer rights act https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product.
Never use the warranty service unless the retailer has gone bust and you didn't buy with a credit card, as you have fewer legal rights.
I just had to write an email to the Samsung CEO regarding the incompetence of Group FX 5 engineers and the lies (I have Video evidence). I have a faulty wok ring which was replaced and the exact same issue occurred again. So far, it's taken them 8 months and they can't resolve or make a decision on the issue. The main issue is that they lied on the report and Samsung are caught in the middle - you would think that Samsung would review my video evidence which categorically proves my case... but no - it's like they can't grasp what the issue is. A company of Samsungs size should not have these issues.
Hi I am having a similar issue with my American fridge freezer and group FX have advised that changing the compressor will not be possible. I also have the 10 year compressor warranty. What do you recommend I do?