Hi.
I've got a very frustrating case of dealing with Samsung customer support.
I've had a freezer failure within a week of getting plugged in. It seems the customer support person I've dealt with had put my case under someone else's account. After the engineer visit confirming the appliance needed a replacement I've called again to find out that the account holder name wasn't matching. I've asked the customer support person to fix the issue by setting up the account with the right information, but he suggested it would be easier to deal with alternative resolution team.
After speaking to the alternative resolution team, a pick up of the failed appliance and replacement appliance has been scheduled. Old appliance was picked up by the Expert Logistics firm but the replacement appliance was badly dented so I was told to contact Samsung to re-deliver.
I've called Samsung on the same day but customer service is refusing to deal with me because they cannot "verify my account" with name, contact details and even the address not matching now, despite the fact the all deliveries and the pickup was done to the same address.
Can anyone suggest the right team who can investigate and rectify this situation? The team I've dealt with were unable to have my call transferred to anyone who could help. I would really like to avoid going to court for this, with a full time job, new house and a newborn baby I struggle for time as it is...
