Hello,
I am certain I am not the only one who has experienced the appalling service from Group FX, Samsung's London repair centre. I will ty to keep it brief but for the benefit of anyone else scouring the internet regarding this company, here is my experience.
I logged a repair with Samsung for my Samsung Q90R TV and after some steps to troubleshoot the issue with Samsung technical advisors over the phone I was forwarded onto Group FX for an engineer visit.
My first appointment was booked on the 26th of January and I had one of Group FX engineers (Rob) turn up and change a module in the back of the panel.
The issue still persisted and I had another appointment booked on the 9th of February where I had Stuart attend from Group FX to change the same module that Rob changed on the first visit! He also changed another module in the One Connect box.
The issue persisted and I was booked another appointment for today (17th February) for my TV to be taken away and checked in their warehouse. I had the most bizarre experience with David, another Group FX engineer.
I had called Group FX to confirm everything that was required for them to be taken away, so the night before I had reset my TV and disconnected it and prepared everything for it to be taken away and left just inside my front door.
David, the Group FX engineer knocked on my front door and the conversation went:
Me: Hi, are you here to collect the TV
David: Yes, I came in a golf
Me: Okay, are you here to take my TV?
David: I don't want to be responsible for breaking the TV
Me: Okay but that isn't my problem and you need to speak to your office. I was informed my TV will be taken away today and I have prepared it all, pointing to it just inside the front door
David: Walks off and says okay I will call my office
He walked off and didn't come back.
At this point I had called Samsung customer service as my patience had ran out and was informed by the Samsung customer service advisor, that my TV hadn't been collected because I was rude to the engineer! I could not believe this.
Group FX are an absolutely appalling company to deal with, their so called engineers are clueless and more like drones who just come out and replace generic parts hoping the issue goes away. They don't even hide the fact they don't know what the issue is, as they'll ask you while they go through the motion of replacing the generic parts! The woman who answers the phone also is rude and abrupt, goes by the name of Jade, when I called to confirm the SMS I got, that indeed my TV will be taken away, I was told in the most rude and condescending tone, that they are an in-repair service before I read the SMS I received from Group FX on which she conceded that they do offer this service and my TV will indeed be taken away.
The last encounter has just been infuriating, as I explained to the Samsung customer service advisor, that it was in my interest to get my TV repaired and after preparing the TV to be taken away why would I obstruct the Group FX engineer from taking it. The truth is that David was ill prepared and didn't want to take the TV and the excuse given to Samsung that I was rude to him. Absolutely disgraceful!
I refuse to deal with Group FX anymore and I'm hoping Samsung are able to deal with my issue.
If you do need to deal with this company, ensure you document every encounter and record all conversations. I will advise to avoid this company at all costs if you can.
