17-09-2023 10:02 AM in
I'm left to leave this complaint here as its impossible to speak to these people and impossible to get any help.
Good luck to anyway who incurs this madness at Samsung.
Store: Currys Bolton / Branch 2317
Product: Samsung Washing Machine WW90T684D /LHS1£5.99
Date of purchase: 22/10/23
Operator selling product: Mohammed
Care Plan £135 + £103.50 / £60 Paid at the till.
I am writing to raise a formal complaint regarding the purchase of a Samsung Washing Machine (Model: WW90T684D/LHS1£5.99) from Currys PC World, Bolton Branch 2317, on 22/10/23. This purchase, totalling £1491.82, includes a Care Plan costing £135 and an additional £103.50 paid at the till.
My complaint pertains to the following issues, which have transpired during my interactions with both Samsung and Currys PC World. These issues are concerning and may potentially breach UK Consumer Law and Disability Discrimination Consumer Law.
Product Defect - Samsung:
On 7th September 2023, the washing machine malfunctioned when the drum paddle detached during a wash cycle, causing a metal wire to dislodge, subsequently causing damage and ripping a whole to the door seal. I want to emphasise that this issue occurred during a regular washing cycle, specifically a half-load of children's summer clothing. I assure you that I have not tampered with or caused any damage to the machine. I am not at fault.
Care Plan Ineffectiveness - Currys:
The Care Plan, which I purchased alongside the washing machine, has proven to be ineffective. It does not cover the repair or replacement of the machine within the first 12 months of purchase, despite being advertised as a safeguard against such issues. This is instead passed to the manufactor who does not repair machines if they have become damaged due to a faulty product.
Accessibility Policy Request - Samsung:
On 8th September, I requested Samsung's accessibility policy for individuals with hearing impairments. Given my hearing impairment, I believe it is my right to receive reasonable accommodations under disability laws. Regrettably, Samsung has repeatedly failed to provide me with this information despite repeated requests.
Poor Customer Service - Samsung:
On various occasions, as documented in the provided timeline, I encountered appalling customer service from Samsung's technical support team. During a few phone calls, I struggled to understand the representative due to a thick accent and requested that he speak slower and more clearly. The calls aways seem to be muffled and robotic as if people read from set scripts with set answers. They seem to repeatedly just blatantly ignore your questions if it deviates from the script responses. Despite my hearing difficulties and numerous requests, the representatives failed to accommodate my condition and even redirected me back to the Currys store.
Unresolved Issues - Samsung:
Despite my persistent efforts to seek assistance, my issue remains unresolved, leading to significant inconvenience, lost workdays, and financial burden.
Inadequate Customer Service - Currys:
When seeking assistance from Currys PC World, I received inadequate support and conflicting information. Samsung directed me to Currys, but the local store was unable to help. It is deeply disappointing that the staff failed to communicate crucial information regarding the poorness of the manufacturer's guarantee within the first year of purchase when buying a Care Plan. Despite the acting managing admitting he was fully aware of Samsung's response. I am not the only costumer the store has had with this issue with the paddle and Samsung refusing to help.
Lack of Communication - Currys:
My attempts to escalate the issue with Currys customer care were met with unhelpful responses and a lack of follow-through on promises to call me back. Nobody takes owner ship, nobody seems to hold any authority or agency to actually make a grown-up sensible decision. There is just no end-to-end service. Its always somebody else’s job. Yvonne in Bolton admittedly was incredibly helpful, but she just could not get anybody in authority to help me. She was equally as frustrated as myself.
I have meticulously documented my interactions with both Samsung and Currys PC World in the timeline provided above, presented in chronological order. This timeline demonstrates my persistent efforts to resolve the issue and highlights the absence of satisfactory responses from either party.
I kindly request that my concerns be treated with the utmost seriousness and addressed promptly. My primary request is for a new washing machine to be delivered urgently, as the current one is unfit for purpose and still under the manufacturer's guarantee.
Furthermore, I seek a comprehensive response addressing all the issues raised in this letter and a resolution that aligns with UK Consumer Law and accessibility regulations. I anticipate a timely and professional response from both Samsung and Currys PC World. I trust that you will give this complaint the attention it deserves and work toward a satisfactory resolution.
Solved! Go to Solution.
17-09-2023 10:56 AM in
17-09-2023 10:45 AM in
17-09-2023 10:52 AM in
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