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- About cherylwongs
since
12-06-2018
20-06-2018
cherylwongs
Apprentice
7
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20-06-2018
10:09 AM
The 3rd time a technician came to our home... he PROMISED that we will provide a solution in less than 2 hours and even if he cannot provide one, he will call us personally to inform about the situation. We are still waiting for that phone call. In addition to that, we had to take 3 days off for each of the technical service - which the problem was not fixed. In addition, we had to go to the laundry and have paid 90EUR on it. In total, with the vacation days + laundry, with ZERO solution = is very costly! The retail company - Coolblue, assisted us at the end; and gave us the opportunity to pick a new machine for a swap. The swap for new machine was done; even without the "written confirmation" - which was mandatory based on Samsung's customer service (FB messenger). In conclusion, there was no solution from Samsung (very disappointing). The quick solution was provided by Coolblue. We CAN understand a failure in a product, but we CANNOT understand the poor after sales service that we experienced from Samsung.
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15-06-2018
11:39 AM
Hi, Machine does not work after the 3rd repair = failed. Not able to switch on. Please help. Need the fastest solution. thanks cheryl
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12-06-2018
04:13 PM
The appointment was not made before you sent this reply. After received your reply, an appointment information was sent. However, the earliest availability is Friday? Really? We have to wait another week , and HOPE it gets repaired this time? The technician left without checking - and we have to wait AGAIN? Shouldn't we have higher priority at this point to get the machine repaired / swapped? Once again, i reinstate my remarks: 1. The application to get an appointment fixed - is a long process, inefficient, lack of visibility and slow response = still no confirmation on a fixed date. To set a date: takes a few days, Waiting for the technician also take another few days. Total up to nearly 6 working days to get someone over to check the machine. 2. We have contacted our retailer "Coolblue" - they have informed us that we need a "written confirmation" from Samsung in order to receive the exchange of a new machine 3. "repairing" = technician tried to repair it TWICE. how many more times does he needs to try to repair it? 4 times, 5 times? 4. Exchange of a new machine = what are the guidelines? Repairing twice - is that not enough for a swap of a new machine? This have turned into a very frustrating process. I hope your team can help to look into this matter - to offer best solution as soon as possible!
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12-06-2018
03:12 PM
Washer-Dryer Machine breaks down in less than 12 months. Poor customer service support. No solutions offered to solve issue! Please reconsider other brands when buying a dryer / washing machine. Mine broke down in less than 12 months. The customer service is not helpful. Methods of contacting the Samsung custoemr service is either via Facebook messenger or call - which they rarely response quickly. If they response, it will take them to an appointment with the technician. The follow up is horrible. And, the technician does not ensure that the machine works. Hey, and the machine does not work. Again, we have to contact Samsung to try make another appointment. This is not about solving the matter - but just to make an appointment; it takes approximately 3-4 working days to get a confirmation. Therefore, the machine is not working for 2 weeks +; machine is not repaired. Samsung have not provided any alternative solution. Just waiting for a appointment - this is really frustrating! Where's the sense of urgency on the after sales support? When considering to buy Samsung, THINK TWICE!
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12-06-2018
02:58 PM
Agreed with your dissatisfaction! Machine breaks down; no solution provided! Just to share the issues I am having with Samsung. My combi dryer-washing machine is less than 12 months old - and already broke down. Try contacting Samsung's after-sales service support = which is a NIGHTMARE! Takes ages to get an appointment; Samsung sent the technician twice for repair. It was not solved - and the technician left. Therefore, the machine is still not working. Tried again, and again to contact Samsung customer service - no response; and when there's a response - there have been no solution offered. We pushed again and again, they have been asking us to wait. This is going on for 2 weeks! The machine is still not working !! I have asked for an exchange for a new machine.WOWWWW will that take another 3-4 weeks ???? a machine this new, and no quick solution given. DISAPPOINTED!
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