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My Samsung Experience

(Topic created on: 31-07-2023 04:18 PM)
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wannabemixer
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Warning to buy from Samsung shop!!! More unprofessional and incompetent service you will unfortunately have to look long for... Have had 17 calls with them now. Sent between Samsung shop to Samsung service and on to Samsung technicians and back in the same order 5 times now. Have had Samsung's technician visit 3 times to repair the TV we bought in December 2022. Time 1 the technician comes to visit on 27/6 and then he notes that yes there are stripes on the screen and replaces it. When it is done, he notes that yes the stripes are still there. He will order a circuit board to be replaced in the TV. The second time he comes is on 3/7 and now he replaces the card, but the stripes are still there. So a new visit will be booked to update the TV. Then I ask how long this will last with repairs of a new TV? He has three attempts so one more visit I am told. The third visit is on 7/7 and he does not succeed with the update despite a couple of calls with a colleague, it says failed on the TV. Then he says he unfortunately has to book another visit to fix the problem. Seconds later he regrets and says no no new visit there is nothing wrong with the TV because he has seen the night before on his own TV at home that it also has stripes and his is a 10 year old LG TV so all TVs have this problem. He also shows photos of his 10-year-old LG TV, but I see no stripes on it. I reply that my much cheaper Samsung in the living room has no stripes, but he is not interested in seeing this. I ask why do you replace the screen and other parts of the TV if there is nothing wrong? The answer is that he thought there was something wrong with it... He will hand this over to Samsung service who will contact us within a couple of days (this was on 7/7) No one contacted us so I called time 14 to Samsung on 11/7 and got the answer that this must not happen and the woman I talked to would pass this on to a higher authority who would contact us and this usually takes a couple of days. Contact them again and get the answer you have to wait until you are contacted as well, he simply pressed me. Contacted Samsung again on 25/7 and was promised yet again to be contacted within 2-5 working days. They also wanted me to film and photograph the stripes again and send it to them. So exactly what this whole thing started 54 days ago. Still no one has contacted us... Not at all unexpected I must say. So no, I really can't be satisfied with Samsung shops "service"Took time off work three times now to receive the technician. It's not free to take 4-5 hours off three times... I realize that I have to make a report on Samsung shop at the General Complaints Board now.

EDIT: Well then it was time for a fourth home visit by Samsung's technician. But Samsung's technician has already been here on 3 visits and he found that the stripes on the screen are still there even though he changed the screen and the circuit board. It was after this he considered that there is nothing wrong with the TV because his 10-year-old LG TV also has stripes. The law says that after 3 attempts you have the right to complain if the error remains. Should I really have him home once more when after three attempts he suddenly says that there is nothing wrong with the TV stripes have all TV sets? I have to take 4 to 5 hours off work for each visit as there is a spam of 4 hours when they book the time. So he has seen the stripes after every attempt he has made. What will he find this fourth time, I wonder? There is nothing serious or professional in how Samsung handles this, I can unfortunately conclude

 

Edit: 

@AntS @Daniel-M  this is the reply i got from samsung


What we had intended to do in the case is the application for a complaint, which means that if it were to be approved, Samsung will buy back the TV and since you have bought the TV directly through Samsung, you will receive a refund through Klarna. We cannot guarantee that the application will go through, but we will try our absolute best. The reason we can do this is that the problem you are experiencing is not something that service can fix, as the fault is considered to be within specifications. Our product specialists have determined that there is no hardware failure, but we can still try to apply for a claim at Goodwill. Do you want us to apply for a complaint?

Within specs yeah right lets just replace the screen the motherboard then on the 3rd visist try todo an update and fail and then say its nothing wrong with the tv cus my lg that is 10 years old also has lines on it...

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8 REPLIES 8
AntS
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Not what we like to hear, @wannabemixer ! 😞 

 

We'd like to see if we can help from here. Are you based in the UK or Ireland? If not, which country are you based in?

wannabemixer
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Hello @AntS sorry for the late reply i live in sweden

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AntS
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No worries at all, @wannabemixer  - thank you for getting back to me.

 

@Emmi S , @Daniel-M , @Madeleine L - Are you able to help out on this one?

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Daniel-M
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Hi!

I will look into this matter and try to help you.

/Daniel
wannabemixer
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Well then it was time for a fourth home visit by Samsung's technician. But Samsung's technician has already been here on 3 visits and he found that the stripes on the screen are still there even though he changed the screen and the circuit board. It was after this he considered that there is nothing wrong with the TV because his 10-year-old LG TV also has stripes. The law says that after 3 attempts you have the right to complain if the error remains. Should I really have him home once more when after three attempts he suddenly says that there is nothing wrong with the TV stripes have all TV sets? I have to take 4 to 5 hours off work for each visit as there is a spam of 4 hours when they book the time. So he has seen the stripes after every attempt he has made. What will he find this fourth time, I wonder? There is nothing serious or professional in how Samsung handles this, I can unfortunately conclude.

 

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wannabemixer
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@AntS @Daniel-M  this is the reply i got from samsung


What we had intended to do in the case is the application for a complaint, which means that if it were to be approved, Samsung will buy back the TV and since you have bought the TV directly through Samsung, you will receive a refund through Klarna. We cannot guarantee that the application will go through, but we will try our absolute best. The reason we can do this is that the problem you are experiencing is not something that service can fix, as the fault is considered to be within specifications. Our product specialists have determined that there is no hardware failure, but we can still try to apply for a claim at Goodwill. Do you want us to apply for a complaint?

Within specs yeah right lets just replace the screen the motherboard then on the 3rd visist try todo an update and fail and then say its nothing wrong with the tv cus my lg that is 10 years old also has lines on it...

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Vanessa Flores
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So what happened? My tv is malfunctioning as well and they’re being hard to deal with. They’re just pointing the finger. They’re selling faulty products I am noticing a lot of people are going through the same thing. 

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leeh10
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My experience commenced on the 8th of April 2024, i had purchased a tv because it had a 50 pounds off offer. I had bought it in advance of returning to my job in the uk. Hence i wouldnt be able to try the tv for just over a month. But i thought a big reputable name in samsung, id be ok. I tried the tv and couldnt understand why everytime i pressed the remote it wouldnt stop. So i contcated samsung, they insisted ongoing through all protocols as opposed to accepting the issue was either with the remote or receiving the signal from the remote. I had to be teansferred to discuss the matter further. All i wanted from this call was someone to send out a replacement remote so i could at least determine if it was the remote or the tv. After the best part of 1 hour and 15 minutes they advised to get a replacement remote i would need to be transferred a 4th time with no guaranteethey would agree. At this point i said i would buy myself. But during the call such ended up been my frustration i asked for my complaint to be escalated to a formal complaint. They said they would call me and i highlighted due to my work this would be difficult and asked them to email me instead. They did nothing with the complaint, they made no attempt to email me only tried to call at times when i had highlighted i wouldnt be available.
Having heard nothing from them and establishing the tv had the fault and not the remote i decided to call them again. Following the obligatory 4 transfers to different departments. It soon became apparent they were not looking to see if the tv was now working and had done nothing with my complaint. Sonthus far they ignored any request to contact me, said they couldnt refund or give a new replacement tv as it was over 28 days. Despite knowing a brand new tv was faulty. Made little to no effort to replace a remote or then reimburse me for it, ignored instructions, consistantly told me no manager were available. They left with no avenues of help. Eventually in a seperate call they advised they would have technician look and hopefully fix the tv. Then seperately they would pursue the complaint. Following the tv been taken i was notified there was in fact a fault on the brand new tv. I contacted samsung to discuss further thinking at least they would ensure the fix was quick, reimburse me for the remote purchased and possibly agreed a good will gesture due to the service and experience endured. What i thought they should have done was just replaced the tv with a new one immediately. But they did neither. They advised id be without the tv for a further 4 to 8 days and the rest would be considered when the whole saga came to an end. I give it a further 4 days and asked the same question, but was told this time it wasnt 4 to 8 dats but 5 to 10 days. I asked about a temporary replacement the big company that samsung advised they could do nothing. Eventually i received an (yes eventually an email) advising the tv would be sent back to me on the 21st of may, they took it on the 1st of may. Now my maths isnt great but thats neither 8 or 10 days. I contacted them again highlighting the length of time, they confirmed basically tough nothing they can do. Many other phone calls later ive found out today the tv is apparently fixed! So again this global company cant arrange to transport the tv to my home (less than 15 miles away). I need to wait a further 9 days to be without a tv??? They think theres nothing wrong with that. Ive today requested transcripts of all calls and i hold all chat discussions. They done absolutely as little as possible to assist. They hid behind a 28 day rule rather than just replace the tv. For me if its faulty at the start it aint going to last long. Theyve lied about what and why ive asked and quite just blatantly ignored what ive said. They refuse to speak with their own departments and take no ownership of complaints theyve been a compete disgrace.
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