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.
