Problem with returning monitor

[Sinhealer]

We bought a gaming monitor for our son and it arrived with a damage screen.

For the last few days we have been trying to return the item to exchange it and it is a real nightmare.
Firstly the person at Samsung we spoke to did not start the return, we telephoned again a day later and it got started but again we never heard anything for 2 days, we telephoned again and again, we finally got after 5 telephone calls that the return had started and we got a telephone call from Dynalogic that they were coming today to pick up the monitor.

10 minutes before they picked it up I got a telephone call from the driver to confirm the pick up and he says he had paper work for 2 items and as there was only 1 item he would not be coming...

Telephoned Samsung again and they said they would urgently sort it out so Dynalogic came and picked up the monitor, They also said they had changed it from 2 items to 1 item

3 hours later Dynalogic telephoned to make a new appointment, when I asked if it was for only 1 item they were coming for they told me no it was 2 and as it was only 1 they again were not coming!

We are in a terrible circle were Samsung are not giving Dynalogic the proper information and Dynalogic won't come and pick it up without that information even though we have 2 pick up dates organised with them they have to cancel.

The service being shown here from Samsung is simply awful, I have never had this sort of problem before with a company, no one is helping us and we are still trying to sort it but every phone call to Samsung is ending the same way.

Very stressful for something that was bought as a gift for our son and has taken all the fun away from it, also we have paid €450 for a broken item and it seems no way to return it! 

[Sinhealer]

We bought a gaming monitor for our son and it arrived with a damage screen.

For the last few days we have been trying to return the item to exchange it and it is a real nightmare.
Firstly the person at Samsung we spoke to did not start the return, we telephoned again a day later and it got started but again we never heard anything for 2 days, we telephoned again and again, we finally got after 5 telephone calls that the return had started and we got a telephone call from Dynalogic that they were coming today to pick up the monitor.

10 minutes before they picked it up I got a telephone call from the driver to confirm the pick up and he says he had paper work for 2 items and as there was only 1 item he would not be coming...

Telephoned Samsung again and they said they would urgently sort it out so Dynalogic came and picked up the monitor, They also said they had changed it from 2 items to 1 item

3 hours later Dynalogic telephoned to make a new appointment, when I asked if it was for only 1 item they were coming for they told me no it was 2 and as it was only 1 they again were not coming!

We are in a terrible circle were Samsung are not giving Dynalogic the proper information and Dynalogic won't come and pick it up without that information even though we have 2 pick up dates organised with them they have to cancel.

The service being shown here from Samsung is simply awful, I have never had this sort of problem before with a company, no one is helping us and we are still trying to sort it but every phone call to Samsung is ending the same way.

Very stressful for something that was bought as a gift for our son and has taken all the fun away from it, also we have paid €450 for a broken item and it seems no way to return it! 

[Sinhealer]

Another day and another "We will sort it" response from Samsung, simply terrible service.

10 days with a broken item and every time we call, which has been every day, they just blame a co worker for a mistake and say they have sorted it but it isn't getting sorted.

My wife is Dutch and I myself speak very good Dutch so it's not that the language is a problem here, just poor support!

[Sinhealer]

Another day and another "We will sort it" response from Samsung, simply terrible service.

10 days with a broken item and every time we call, which has been every day, they just blame a co worker for a mistake and say they have sorted it but it isn't getting sorted.

My wife is Dutch and I myself speak very good Dutch so it's not that the language is a problem here, just poor support!

[WendyG91]

Have the same experience with Samsung right now. Very bad services! 👎🏻

[Sinhealer · Accepted solution]

So after almost 2 weeks and around 14 phone calls we finally got the monitor picked up today....

I do have a question for any customer support manager they may happen to read this post.

We have called so many times and every time we were told "we have made a ticket about this", maybe sometimes we would hear "this is really bad I'm going to mark this ticket as urgent".

On Monday we called support at around 11.15am and the man 'helping' us listened to our story and then read the very large ticket and then told us that they were really busy and we just had to be patient and there was nothing else he can do for us.

After hanging up me and my wife spoke and thought it was terrible we were being told to be patient after almost 2 weeks of waiting.
We decided to call support again at around 11.45am, this time we had a lady on the phone, after listening to our story and reading the ticket she put us on hold...
She put us on hold 3 times will saying she was busy with it.
The last time she came back she told us she had got a co-worker to send an email to Dynalogic to pick up the monitor, she also put us on hold to confirm it had been sent and that Dynalogic would be in contact with us within 24 hours, 2 hours later Dynalogic called us to make the appointment to pick up the monitor.

The question is...... Why didn't the man we had on the telephone 20 minutes earlier not do this? Why did he say there was nothing he could do for us?

Why did the other 13 people we spoke to did not help like this lady did?

I wish I could buy this lady some chocolates for doing her job, as for the others we spoke to? 
Maybe Samsung should send them on a training course!

My tip for anyone reading this..
If you are not getting help from support just hang up and call back straight away, finally you will get someone that is actually willing to help and do their job!

[MartijnK]

Hi @Sinhealer, good morning.

Thank you for reaching out to us and your feedback. I will put this through to the right department so we can learn from this and improve our customer service 😇 We always do our utmost to help everyone as best as possible 💙

Kind regards,

Martijn

[Sinhealer]

Hi @MartijnK thanks for the response.

We still are having real problems with support with this item.

This was a gift for our son and it is now too late for his Birthday.
We originally asked to swap the damaged monitor for a new one as we thought this would only take a few days, it's now been more than 2 weeks so we telephoned support on Wednesday to change it from swapping the item to having our money returned, we were told it would take 24 hours for them to change this but as Samsung has not processed the return it would be fine, the woman told us to call back in 24 hours if we had not had an email to confirm the change.

We never got any email so we telephoned again on Thursday afternoon, a pretty rude woman said her co worker had given us the wrong information and it would take 3 days to see if we could change it so we could have our money back instead of a replacement and the day before would not count to those 3 days.....

We also had the damaged monitor picked up on Tuesday morning but it has yet to update on my account page that Samsung has received it....

All in all this has been a very stressful time dealing with this and for something that should have brought a lot of joy.

We have returned the monitor and have no need for the replacement, we just want our money back and be able to put all this behind us...

[Sinhealer]

Now 3 weeks trying to return a broken item.....

Never even had an email or an update that Samsung have the monitor, chatted with Dynalogic and they said it had been delivered back to Samsung on Wednesday, called Samsung and they said it takes 2 working days to go through the system and the status would update and we would get an email saying they had received and worked the item.

So basically 4 working days later nothing.... We were also told it would take 24 hours to change the return from exchanging for a new monitor and getting our money back....that was also 4 working days ago (6 days including the weekend) never had any email or update on my Samsung account, this is simply shocking service!

I am about 1 or 2 days away from instructing Visa to do a charge back on my card...
I think after 3 weeks and no updates or help from Samsung I have been patient enough.

[MartijnK]

I am sorry for the delay and inconvenience! What's the order number? So, I can take a look into your file/order. 

Would you like to receive a new monitor or would you like to cancel the order and receive a refund?

Kind regards,

Martijn