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Delivery and Customer Care Issue

(Topic created on: 20-10-2022 04:22 PM)
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DDPP
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What am I supposed to do? The delivery company would not remove the refrigerator doors to bring it into my home. Installation was part of the purchase. It is now sitting in my garage instead of kitchen. I contacted customer care. The first time it took around 18minutes and they hung up on me. I  called again and asked to be connected with s supervisor.  The represantive didnt want to and it took around 20 minutes before being transferred to supervisor. The supervisor argued with me and read the policy they have with XPO about them bot removing anything. That I need to hire someone to remove the doors ansld bring it in my house. She kept up on repeating that as I tried to say how ridiculous it is that it wasn't delivered correctly. She didn't care and hung up on me after 25 minutes.

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-Robot-
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They don't know the size of door you have and it's your responsibility to make sure it fits in

Most fridges have a manual showing you how to remove the door as most fridges allow for the doors to be open from both sides

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8 REPLIES 8
-Robot-
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Delivery Companies never in my experience remove door of fridges or any other appliance to get it in to your homes that's even if installation included. You have to get measurements right so they can get it in

I had same issue with my parents years ago with another brand, you just have to offer them a decent tip and they will do it most of the time

Decent tip was over £20
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Glenntech
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Unfortunately this will be somewhere in the terms and conditions that you need to make sure that the appliance can be installed or make provision for access
Delivery companies won't dismantle appliances as this will then affect the warranty, and they would be liable if breakages occur.
If they physically cannot fit the appliance in, then it's down to you to either make access or get a third party to install
If you have paid extra for the installation, then you should be able to get this refunded
DDPP
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Maybe I'm being navie on this. The product was sold with delivery and installation. Why would that not imply doing what is needed to complete it? I have a standard sized door and nothing special. Samsung would know it doesn't fit before sending it to my home. There was zero communication from Samsung about them not removing any pieces. I was not provided with any training on how to perform this myself. 

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DDPP
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I replied on this thread. It was meant to be a reply to you. It was a followup question. If you don't mind answering I'd appreciate it.

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Solution
-Robot-
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They don't know the size of door you have and it's your responsibility to make sure it fits in

Most fridges have a manual showing you how to remove the door as most fridges allow for the doors to be open from both sides

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DDPP
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OK, I won't bother getting into it about door size. There was a manual in the refrigerator that describes the process. The movers werent waiting for me to figure this out. I'll just say that my order invoice had three items on it refrigerator, warranty, and installation. It's pretty clear they didn't install anything and the movers said they don't do install work. Customer Care for Samsung flat-out didn't care and were rude by hanging up and denying me access to elevate my issue. Also, the only thing they did say of substance is it wasnt XPOs policy to remove pieces and I can hire someone. I personally dont care what XPO does my business was with Samsung not their selected mover. The website and other sources of finding help or chatting with someone led in circles and/or locked you out from continuing. I could not use chat function to l speak with a person. However if I was purchasing a product it takes a 20 seconds to get connected. Samsung has work to do in customer support, selling things they don't intend on delivering, and web design that is leading you no where or broken.

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adelphiaUK
Apprentice
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Or in Mrs Brown's case a "bl......"!

If you watch the program, you'll know exactly what I mean!
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-Robot-
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I hear you and agree, I dont work for Samsung I am just pointing out that it's the same for all brands and companies

As I mentioned that I had same problem and I got mine from John Lewis

If they don't have access or large enough access they will just leave it outside your door in some cases. I didn't measure it properly as didn't allow for the curve of the door

Its just how it works, not saying it right but it is the way it is






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