Klacht Samsung omruilservice || 4283351446

[Naseem Abbas]

Dear Samsung,

I hope this email finds you well.

We are writing to address a recent issue regarding the replacement of our TV.

Initially, we received confirmation from Samsung, outlining that we would receive a new TV model (Samsung 55” The Frame QLED 4K, QE55LS03DAUXXN) as a replacement for our damaged unit.

Based on this confirmation, we have been patiently waiting for the new TV to arrive.

However, we were recently informed that the process has changed and we are now being told to contact the store from which we purchased the original unit. This is unacceptable. Your initial communication clearly outlined the replacement process, and we based our actions on that.

It has now been over two months since this process began, and we are left without a TV. After receiving your initial confirmation, I stopped searching for alternative options, trusting that Samsung would honor this agreement. I now find myself in a difficult position, and I expect Samsung to uphold its commitment and send the replacement TV as agreed.

I kindly request that you expedite this matter and ensure that the replacement TV is delivered without further delays. I trust that this issue can be resolved swiftly, as we are relying on your professionalism and commitment to customer satisfaction.

I look forward to hearing from you soon.

Kind regards,

Naseem Abbas

[Ajay-A]

Hallo @Naseem Abbas,

Thank you for your message and clear explanation of the situation. I understand you want clear information and a new television so fast as possible. I will assist you further with pleasure! Can you provide me with your referencenumber or your serialnumber through a private message. I will check you case then.

With kind regards,

Ajay 

[Naseem Abbas]

Dear Ajay-A,

thanks for your reply, here you can find the message that was sent to us you will see all the required details.

“You recently heard from us that your device has been declared irreparable.
As discussed by telephone, we will send our offer by e-mail.

We would like to offer you the model below.
Current model: QE55LS03BAUXXN
Serial number: XXXXXXXXX
Date of sale: 17.06.2023

New model: Samsung 55" The Frame QLED 4K (QE55LS03DAUXXN) **
Additional payment: €0,- including delivery costs
Warranty period: unchanged”

regards,

Naseem

[Ajay-A · Accepted solution]

Thank you for the information Naseem,

I see there is an internal ticket made for our Escalation department. The department is currently investigating a different solution for you. They will contact you as soon as soon as possible. I will also monitor your ticket. Thank you for your patience. When you still hear nothing in a while, feel free to send me a message again.

With kind regards,

Ajay