Faulty MC32J7055CT/EG Microwave

[NewInMunich]

I recently purchased microwave MC32J7055CT/EG from Samsung online store as it looked great on paper. Out of the box on first use, and it didn't work. It didn't heat up at all.

Contacted Samsung and they direct me to return it to a repairer and they will fix it and give it back. I paid 280€ for a new appliance, not a repaired one. I want a replacement or refund but I keep getting the same answer, that the process is to repair it.

Sadly, this is driving me away fro Samsung and for starters, will never buy again direct from the Samsung store. Now considering not buying Samsung products at all. This is the worst customer service experience and I've had pretty bad ones. 

[LW0108]

How old is your microwave?

[NewInMunich]

Bought at the start of October 2020. Faulty out of the box and it is meant to be latest technology

[LW0108]

You could return it to the shop where you bought it.

[NewInMunich]

Bought it from Samsung Online Store and that's not how their process works. Completely regret having done so.

[LW0108]

You could print out a return label and send it back if you have an own account for the Online Shop.

[NewInMunich]

We were told it had to go to the repairer and that was the only address provided. It has been sent, according to the tracking received but no acknowledgement from Samsung yet about it. A progress update would be good

[LW0108]

You could send them an Email or call them and explain that your product was new.

[NewInMunich]

Already did and makes no difference to them. They give me the same answer that it has to go to the repairer and don't want to give a refund.

[AuraK]

Hi @NewInMunich,

I moved your thread into our "Samsung Online Shop" Board, as your main issue seems to be the return/repair policy.

Normally, you should be able to return a faulty device within 14 days. Did you contact our Shop Team directly or whom did you talk to? If you provide me with your order number, I could check with my colleagues what options you have. Please send me your order number via private message (klick on my profile name to get to my profile and then on "Send message").