We need someone at Samsung to escalate and resolve ticket. The lack of communication is driving me up the wall!.......
We recently purchased an american fridge freezer from Samsung online shop, which was subsequently delivered on the morning of 12 Sept 2024. When the delivery agents unpacked the item, there was a deep scratch & damage to top of LH door, which was also protected by polystyrene packing. As the damage was under the packaging - which was undamaged, the delivery agents concluded that this must've been caused at the factory. The delivery agents took photos and reported it to their office. As they had already removed and stored our tradein into their truck, I provisionally took delivery on the basis that Samsung replaces immediately. On contacting online chat that same morning, I was advised that the product swap had already been agreed with supervisor and that exchange will happen within 24-48 hrs, also that same day exchange was possible - copy of conversation transcript was kept. It's now 6pm on 16 Sept 2024, 103 hrs since my initial chat conversation, and Samsung still has not provided me any update or details on when the replacement item will arrive. I've had several online chat conversations, sent numerous emails, made daily calls and I'm getting no where. During this morning's phone call, I requested the matter to be escalated to a manager. As the manager was on another call, I was told that he/she would call me back asap. I'm still waiting for that return phone call. We're a family of 5 persons and to be without a fridge freezer for 4+ days has been and continues to be extremely difficult. Samsung telephone call agents are apologising, but not providing us with any update on this matter. As the item is showing "in stock", can someone in Samsung kindly contact us and provide an update on this matter.
