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Samsung support history
Part i: chat transcript 27 july 2010
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Welcome to samsung live chat. How may I help you?
[protected]@#samsung :
Goodmorning
[protected]@#samsung :
How I can I assist you?
Customer :
As I need you to take this seriously I have now sent e-mails describing your insulting service to these recipients: national. Consumer. [protected]@dbsa.Org, [protected]@consint.Org, [protected]@consint.Org, [protected]@gpg.Gov. Za, [protected]@sabs.Co. Za, [protected]@sancu.Co. Za and [protected]@rsg.Co. Za.
I explained to them that I bought a samsung fridge in feb 2009, the most I have paid to date for an electronic appliance! It is not working! The temperature on the control panel differs from what happens inside. After calling on reseller (Makro) twice late last year and seeing no change after the visits from the technicians that came from samsung, I logged several calls via the vendor customer service centre directly - more repairmen came out and fidgeted, one even called it a 'factory fault'!
After this job was done, the fridge and freezer sides still do not hold the temperature inside that is shown on the digital control panel and now the freezer averages at a stinking 10 degrees c and more! To date we have lost thousands worth of frozen groceries! On the third visit the repairman suggested I am stupid by pushing the mentioned control panel buttons until the screen briefly showed desired temperatures... And left. Like I did not frikkin' try that and explained from the onset a million times that the temperature on the control panel differs from what happens inside! Never felt so insulted in my life! It was very racist of sumsung!
On 1 march 2010 (After their 3rd failed attempt) I recorded a video explanation of the problem
(http://www.Youtube.com/watch?V=lmvrc0oi-4o) to try and simplify, it didn't help either! They responded to my hellopeter story (Titled "warmest fridge in africa - ignored by support") with a voicemail and nothing more, I had to call back many many times now and they still haven't helped me... After that didn't work I called again.
The best these agents can do is ask for reference numbers in a sluggish almost intoxicated tone of voice. Some of the reference numbers for my complaints are: [protected], [protected], [protected], [protected], [protected], [protected]. And the groceries keeps going to the trash can! It has a two year warranty and I fear they want to keep postponing until the period is over! For the complaint I logged this morning, I did not even get a reference number? What the hell is going on?
[protected]@#samsung :
You are chatting to trusha
[protected]@#samsung :
Hello
Customer :
I will have to keep posting on facebook and other forums as names like cherise, jeremy and gift from samsung south africa only pay lip service, I was promised a resolution by c. O. B. Yesterday. All of them failed to keep promises since I escalated this matter on 1 july 2010!
[protected]@#samsung :
Sir we are in the process of investigating this matter, we have received your emails and will revert back to you asap.
Customer :
See http://www.Facebook.com/samsungservice and see http://www.Facebook.com/samsungusa for the video and an idea of how angry I am after being ignored for more than six months!
[protected]@#samsung :
I am currently checking all emails and references that was logged
Customer :
Lots of people checked. Lots of people profusely used the word "investigating". Many promised to help me. Who will do something? When?
[protected]@#samsung :
I will definitely revert back to you
Customer :
I will help you get a realistic picture of the cost implications - look for the pictures of the rotten groceries I will post on facebook next... Get an educated person with a calculator to assist... Please?
[protected]@#samsung :
A supervisor will be in contact with you shortly
[protected]@#samsung :
Please confirm if your contact number is [protected]
Customer :
There you go... Photos of food I had to throw away are uploaded on http://www.Facebook.com/samsungusa and you should look under "samsung + others" if you don't know...
Customer :
What does shortly mean? Some kind of seafood? Or does it mean the same as what jeremy and gift meant when they said they will get back tome before c. O. B. Yesterday? I think my number is [protected]... It shows that in all the damn tickets I logged?
[protected]@#samsung :
Jeremy is going to contact you now
Customer :
Jeremy is the name who said he will contact me before c. O. B. Yesterday, he must therefor not call me because he is not a man of his word and that is despicable. I am a technology architect in the largest ict company in africa and I have a blog, to say it is read by "many" could be a strong understatement. I also happen to be friends with the acting president of nigeria. How much business do you want to loose before I get some respect and before someone figures out what "shortly" means?
Customer :
By the way, dear trusha, I am categorically not mad at you, I know you are just doing your job. It is the substances higher up I am insulting - please understand... ;-)
[protected]@#samsung :
I do apologize for the inconvience caused and I do understand
[protected]@#samsung :
I am in the process of resolving this for you
[protected]@#samsung :
Is it possible to provide me with the serial number of your product?
Customer :
Here we go... 19344aaq900059m
[protected]@#samsung :
Thank you
Part ii: facebook transcript 5 august 2010 - calling in my buddies
Diego de la vega > samsung usa:
A week ago after my friend theunis made a big fuss about a fridge (Still under warranty) that samsung sa has not replaced in 6 months after techs have come out more than enough times to warrant refund, jack oscher (Service manager sa) called last week and promised action... A week later his food still rots in said fridge... Any ideas?
Diego de la vega:
This is some italian cheese gone bad, for helping you choose if samsung is the way to go!
Diego de la vega:
They also have not sent someone out to come calculate how much food he lost due to their pathetic service?
Samsung usa:
Send us your info to [protected]@sea. Samsung.com and we'll get on top of this!
Diego de la vega:
He is here: http://www.Facebook.com/thechaldean
Diego de la vega:
This note explains it all: http://www.Facebook.com/notes/theunis-j-van-rensburg/i-hate-throwing-food-away/10150193684680085
This escalation saga recorded here started 1 July 2010, it is still not resolved yet!
Hi, i took my samsung s5 phone in for repair of its charger port on Saturday. When i go fetch it today at Samsung East Gate im not able to take a screen shot using my palm swipe. In addition the 2 buttons next to my home button is faulty. I never had these problems before the repair. I dont want to take my phone back to them because i dont trust them with my phone. Please advise me on my next course of action.
My mail is bchriszelda@yahoo.com
Thanks
Samsung is corrupt as from last year am still waiting from my phone, i took my phone to century city at cape town the problem was LCD.when i went back to check how i was told the smart lab closed down all our device are at Johannesburg store, i call the call center they give me reference no and email address to email the proof of purchased i did that, but until now no phone,
Yup davehancock, get used to it. Samsung did nothing to assist me with my TV issue neither. Good Luck though, perhaps you come right. It's been about 6 weeks since my complaint, and in the meantime i have bought a new cheaper brand, this one has better features and more ports than the samsung. Over and above that, this new no name brand has a 4 yr warrantee, double that of samsucks 24 month.
hello,
i got a Samsung S7 Edge on contract as according to its specs and special features it would be perfect for my life style. after 4 months the phone fell into my pool ( this should not have been a problem as it is advertised to be water resistant up to 1.5m for as long as 45 mins) the phone was literally in the water for about 20 seconds. it stopped working immediately. i took it to Samsung assist in river horse park in Durban. after 2 months and a lot of frustration they replaced the motherboard on the phone. the phone then worked for 2 months before dying again. this time i took it back to Samsung assist in river horse valley only to be told that because the back cover was cracked they will not help me! this does not make any sense to me at all as the glass cover on the back of the phone has no effect on the phone at all. i am extremely unhappy about this as the handset was obviously faulty from the beginning. also, surely if the phone bombed out again after a mere 2 months of being repaired there is something fundamentally wrong with this phone and the work that is being done on them. i am now sitting with a paperweight that is only 8 months old and is costing me R690.00 rand a month. please advise where i can go and collect my new phone from as i am sick of the attitude and turn around times from samsung.
I bought a Samsung TV about 4½ yrs ago, it broke within 14mnths, took it back to Game, who lost my TV and gave me a new 1 due to them losing my TV. The new one broke about 2½years later, I took it to Samsung for repairs and paid for it, not even 6 months later it is broken again and they expect me to pay for it to get fixed. I am refusing to pay again. If I do pay for it to be fixed, I would have then spent more fixing the TV than what it cost to buy the original in the first place. My LG has lasted me over 10 yrs, not even 1 issue. It’s absolutely absurd that these big guys think that they can spit on the little guy. Once my Samsung washing machine, tumble dryer and cell phone pack up I will be moving over to LG & I Phone. I give these guys support & they give nothing but bad service in return. Or even better yet, I’ll buy the cheaper brands & just replace them every few years, this should still cost me less than what Samsung has ripped me for over the last few months. Samsung I’m sure you are losing many more customers due to this & I for one will slander your name with the truth until these issues are fixed. What you fail to realise is that many large tech companies like yourselves have closed their doors due to ripping off their clientele & not giving the correct support.
2x Samsung Galaxy Core Prime Cellphone devices
Good day I purchased 2 devices as mentioned above 08 September this year (2015) on contract in other words they are hardly 4months old one day both the devices where in safe counsel in my hand bag but when I removed them both the screens where cracked one more then the other and both devices where extreamly hot. I heard from people that you get 2 free screen repairs when it is still under warranty / guarantee but only to find out that my devices do not apply, them basically telling me that my phone isn't good enough to apply and that it will cost me R1300 per phone which is redicilous seeing that the phone brandnew cost R1699 and to top everything one of the ladies asisting me made an sarcastic comment when I mentioned that it's almost as much as buying a new one her word where " then why don't you." I was highly upset I took them on contract as I'm not able to afford it cash I still practically have one year and 9 months to go before I can upgarde/replace it I've always love Samsung products but now I would never buy Samsung products again yet alone surggest it to anyone I know, there is always some excuse as to why they can not do what they say they do it's pathetic and false advertising!
Complaints department
I went to game in Pietermaritzburg on the 15th of May to inform them my Samsung dishwasher was not working then Surgan a technician from Durban came about week and a half later replaced motor as though that was the problem.It continued to the problem and showed (f5) as the error, now we looked after our dishwasher it was in excellent condition ever the technician (surgan) commented he provided us with good service until he took dishwasher away to Durban for fixing as I stay Pietermaritzburg area 51 Dennis road hayfields. They took it to Durban Samsung to fix it, it took two weeks as they never knew what was wrong with it apparently needed a new chip and pc board and when it was returned yesterday the 5th of June it came back with the damage showed in the above pictures, they did not even secure the bottom plate of the dishwasher and bend damaged and scratched unit so badly. I am shocked with the condition it came back in even half the screws were not even put back. I do not except the shoddy service I have received and also never even came back with the basket for the cutlery they left that in Durban .It is now out of the two year guarantee quite conveniently for Samsung and damage is done and appliance with be lucky to last 6 months. invoice is also attached above.
Thanks Warren Dillon (manager)
cell number [protected]
Authorised Financial Services Provider-best rates best service
Telephone - [protected]
Facsimilie - [protected]
e-mails : Bridgeanchor@gmail.com, Bridgeholdings@gmail.com
website: www.bridgeanchor.co.za
PLEASE NOTE FOLLOWING:
PHYSICAL ADDRESS POSTAL
Address: 200 church street PO BOX 2532
shop no 2 PIETERMARITZBURG
Pietermaritzburg 3200
3201
samsung service sucks been waiting sinced 18 decemebe r2014 for said technician richard who said he will come back to me never has for my french door frigdeit is now February 2015!
I bought a Samsung S3 Mini Cell phone, My screen cracked in my pocket when i sat down in my vehicle, I called Samsung, Telkom Mobile where i purchased my phone through a
and they tell me they cant repair the LCD but the contract only finishes next year, I have still one year to go on my contract to pay now i have to pay for a phone i cannot use, They should of told me that the LCD is not covered before i purchased the phone as i would never of bought it in the first place, The LCD cost R1500 plus i have to pay for it to be fitted as well, So it costs me almost R2000 to fix which is more than the phone itself, Samsung Plus they take Two months to fit it in which it takes 30 mins to fit, What should i do or who can i contact regarding this matter, Samsung told me they only fix S4 and S5 Lcd under warranty,
My Samsung S4 has been giving me problems and sent in to MTN 3 times know and it still has the same problem. The screen flashes so bad, they replaced the battery before and it is still doing the same thing. This means I have to buy a new phone for the time mine is being repaired and the big frustration is that nothing is being done to this situation. I requested a new phone as well and get no reply on this.
My IMEI no: [protected]
Kind Regards
Desi
Hi.
Product : Samsung Galaxy S4
Purchased : November 2013
The battery life on the above mentioned phone has been giving me problems, the phone does not even last a full 2 days and has to be charged daily, i have heard the same complaints from other Samsung S4 users. Is it possible that there could be a problem with the battery on my phone and if yes can it be changed at no cost to me? Thanks.
Sam.
I recently purchased in April this year a samsung home theatre system a UA 558000. All is good until last week 12 April problem with the centre speaker on the system. It was playing ok, then it started to fade in the backround and then could hear no sound. I reset and checked the surround sound settings etc. still no sound.
I did test it by checking if the centre speaker is maybe faulty but it plays through the other plug on my surround to check if speaker is ok. The problem lies at the back of the amp apparently. I did contact the supplier that I bought the product, he thinks its a software problem.
Can you please assist me on how to proceed further with this problem.
Thank you.
Ray