Inability to provide customer support.

[Garth99]

How do you get a response when making a complaint. Two different purchases in the last 4 weeks. One direct from Samsung the other from Currys. Both with damage to the doors and sides, dents, and scratches. 

When we called, due to issues with the item delivered on many occasions staff were unprofessional, had little to no knowledge of what to do or say.

When you ask to give a complaint the team, they TRY to refer you the department refuse to speak to customers. Staff do not know what they are saying, it’s the Computer Says No world. 

Whilst Currys refund within 24hrs Samsung hold on for the interest for up to four weeks!! 

With Currys the delivery is quick and simple when in stock. But frustrated by Samsung when trying to confirm information. 

With Samsung they employ Panther Group Logistics who say an item is a ‘three-man lift’ sexist and inaccurate as they only ever send two people. So, your items are held in a warehouse and your left without your purchase for no reason at all.

How does a company get it so wrong?

No matter who you speak to the reports are bad about customer services. There is a failure to provide any level of after sales services.

How can we make a complaint? 

[Garth99]

Story does not change.

[Garth99]

It delayed delivery for two weeks !! It was a lie from both Samsung and Panther Logistics. 
Basically one of many failings ! 

[Piper123]

So have you had your delivery or not?

It really is coming across as you just want to complain about anything and everything so far in your comments.

Previously you complained about the quality of the delivered product, totally respect you for that. Then you complained about terminology (three man delivery) - not relevant to your complaint at all.

I totally agree Samsung Customer Service is nothing short of dreadful. I've felt it before on multiple occasions and ended up taking legal action at one point so I'm certainly not going to support Samsung on here if they get something wrong but at the moment you really aren't helping yourself by constantly changing the story or your needs.

Better go focus on the actual complaint (where's my delivery / where's my refund) as appropriate and not over complicate it by adding more and more to the story which really does water down your message.

Not having a go, just trying to give you helpful advice to enable you to get your issue resolved.

[Garth99]

 There was more than one complaint all being  progressed, SLOWLY ! So nought to do with you 

[Piper123]

Fair enough. So don't post on a public forum asking for help and support???

[Garth99]

Well sometimes you have to for big companies to listen 

[Piper123]

1000% agree

It is how we do it that makes the difference between success and failure.

[ASENNA]

Looks like this is a SAMSUNG brand name. You can never reach a definite destination to file a complaint worldwide. Circles and referrals until eventually you are referred the the destination you are complaining. 

[Garth99]

It does appear that way, when I raised these issues as a complaint I was told by the department I was speaking to that they would refer me Customer Services to register a complaint. Customer Services then referred me back to the department I had just been speaking to!! The process is aimed at boring you out of making a complaint. Be interesting to see what there response would be to one of the many TV programmes,  who champion customer rights, would be. 

[Garth99]

Thanks