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Faulty TV - Unable to get through to returns

(Topic created on: 23-11-2023 10:11 PM)
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sjf1966
First Poster
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I bought a Samsung TV from the Samsung website 2 days ago. It was delivered today, once unpacked it was clear that it was faulty as the fan was so loud that the TV sound could not be heard. I rang the support line who confirmed that the TV should be replaced, they transferred me to the returns department who said that I would need to arrange a collection and then a new TV would be sent in 7-10 days.

I questioned why if I order online I can receive a TV within 2 days, whilst a return would take 2 weeks, I was polite but questioning. The woman put the phone down.

I then tried to use the chat facility, again the CSR said that he would transfer me to the returns department, the chat said I was next in the queue, then I was disconnected.

I then re-rang the support line to be told I would need a return but that the return department were now, 1.5 hours later closed.

I have always been a fan of Samsung products and have fridges, ovens & vacuum cleaner and 2 previous TVs

I am rapidly losing confidence and wonder how and when I will ever manage to get a replacement for a TV which is clearly faulty. I would also question the quality control as there is no way that anyone could think that the TV was alright.

Has anyone got any suggestions how I can resolve this?

If there is anyone from Samsung here, I would like to understand why this is so difficult and lengthy? This is surely the way to lose customer loyalty. 

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3 REPLIES 3
Ginga_p
Troubleshooter
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Sounds about right and will be up to a month if you want your money back. Just process unfortunately
G G
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Lord_Shiva
Voyager
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Instead, calling go online and start bombarding them with emails and messages
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SocietyGirl
Community Manager
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Hi sjf1966,

I have sent you a private message asking for more information. Once I hear back from you, I can get this investigated for you.

 


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