Worst customer service process

[Unhappy customer]

Bought a washing machine and dryer 5weeks ago.

We discover a hole in the drum. The customer service process is ridiculous & convoluted & the person on the phone decides it's a 'cargeable' repair despite being a fault & a warranty being in place. Their engineer comes round & says is a fault, not chargeable & should be a warranty job. Long story short I'm now 5 days & 6 hours of phone calls down & still they are sticking to the original remote diagnosis despite the evidence to the contrary. Even had a conference call with Samsung & the engineer we're they agreed it was warranty only for them to go back on it. Last call someone called Diego is about to put me through to customer 'solutions' (complaints department) & suddenly he has a system update to hat means he needs to be hang up & call me back. Unbelievable timing. 

Their whole process is setup to avoid warranty costs & avoid customer complaints. Frankly this behaviour is appalling, I was considering a Samsung phone as my next phone but that ain't happening now. What an awful company, avoid if at all possible!

[IndiW]

Sorry to hear that buddy. Try going to more senior levels.. I am using my S22 Ultra to reply.. Only 4 weeks old.. I am terrified to read this kind of posts..

[andy_in_ireland]

have you got a picture of the hole you can post up on here? 

Also, check out your rights as a consumer, where did you buy it from? - if it was bought through some high street store shop name or electrical shop, and not Samsung themselves I am sure you contract of repair/replace is with the shop you bought it from and not directly to the manufacturers. ... apart from all that, if it was a shop let them have the hassle of getting in touch with samsung customer support and being held on the phone for ages and hassles of getting it replaced.

[Anonymous User]

samsung customer service just sucks..i have been waiting for my phone to be replaced for 3 weeks..no one knows anything why this delay ... *****

[Ginga_p]

Could always try phoning and asking the company that sent the engineering and ask for there report.