SAMSUNG Warranty Service is a Disgrace

[appalled87]

I am currently having a somewhat similar experience with Samsung regarding my LCD TV. A year and a half into the 3 year warranty the relay control and power supply die, so I call Samsung customer support and they say "Here's the number for our local repairer". So I call the local repairer, and a week and 4 days later the "repairer" arrives, spends 5 minutes looking at the TV and then orders 2 parts.

3 weeks later i'm still waiting for a part to arrive, which apparently has no ETA, so after getting blood out of a stone the repairer tells me to call Samsung and ask them what the hold up is, which I do. Samsung tells me the part has no ETA and there's nothing they can do, to which I say nay nay, there MUST be something you can do. Indeed, the case gets "escalated" to management.

That was about 2 weeks ago. Since then i've called Samsung about 4 times, once to confirm they had the proof of purchase, which they didn't tell me they needed for a whole 5 days, and the rest to find out what the hell "management" has been doing for the past 7 business working days, each time being told it will be "another few days".

Today I called and actually got somewhere, sort of. Apparently the person in management who is looking after my case HAS updated it, but only she on her computer can see what the suggested course of action is. She was supposed to call me on Monday (1st March, labor day) but of course being a public holiday they don't work, so naturally she'd called Tuesday right? Wrong. Now being Wednesday she didn't bother to come to work, so it will be another business working day at least before I find out what is happening next.

At this point i'm pretty much dead set on a refund, because there's absolutely no way on this planet i'm ever dealing with Samsung customer support ever again. 22 minute phone calls before you actually get to speak someone? Yeah, not gonna happen.

[4th class citizen]

Quite agree to that thought and it should now be put into action. Well past time we had decent laws regarding consumers getting after sale service and also lemon laws for products as well as for cars.

Maybe a email campaign to all our local MPs and Senators asking them to say if they will include this in the election promises this year.

Election year so get going.

I am sending mine .

[LNCH]

I had an expensive side by side Samsung fridge. It died on 22 Dec 09 but I did have an extended warrenty. Samsung customer service was appalling. When I called they would not let me speak to a supervisor, they would not give me their head office address, they wouldn't return emails or phone calls. I am amazed we accept such a lack of service. Nothing was resolved until I managed to speak with an employee who was American - the change in approach was remarkable. It makes one wonder if its the Australian attitude rather then the company. We can expect breakdowns in products but its how that is handled that creates the frustration........its time we get some new consumer laws where poor products HAVE To be replaced it they are not adequately repaired after one attempt. NO one pays me to wait home for someone to fix a product only to find they too are incompetent!

[4th class citizen]

I bought a video from Harvey Norman that was manufactured by Samsung and when it went wrong - rang them - had registered it on their web site and got acknowledgement etc and they took my details as 'busy' and would ring me back - that was weeks ago and to date no call back.

I went then to Harvey Norman and they said take it to their repairer - in the next street - 2 weeks and I had a new inside in my machine. No cost.

Harvey Norman sold it and they are responsible for the item too and did the right thing.

I know some people complain about them but I have found them to be good at service or giving back money for dud items but franchised off so may have been just lucky but have dealt with 3 stores and all 3 gave good service.

so I would be going back to the company who sold me the TV as well.

[Minkey]

Same story ... different equipment. Won't bother going into the two month long saga ... it is almost unbelievable from start to finish. However, one of the lucky ones I guess. We now have a replacement printer (although it probably cost my business about $700 in lost productivity to make anything happen). However, a lesson learned ... NEVER BUY SAMSUNG!

[dannz]

Mid june - Took my tv to local tv repair where they deal with samsung monitors and phones, called samsung told them it was there and to create an authority to repair.

One week later still no communication.

Called samsung customer contact centre and was told the authority was granted. Called local repairer they were right to go with the repair. They needed a written authority.

Another week passed. Local repairer called saying that they had called samsung and samsung granted the authority over the phone although they still needed written confirmation.

Another two weeks passed. I decided to visit my local repairer to see how the tv was going. They told me samsung still haven't sent written authority afetr numerous calls asking for the written authority. The local repairer even got out their diary and showed me exctly when they called. This day 18th July 09'.

Its been three weeks since samsung gave the authority to repair over the phone but not a written authority to my local repairer which is needed to commence repair, despite numerous requests by the repairer.

Whats going on?

I was shocked that it has come to this when my repairer told me they were still waiting for authority. This has gone on long enough. My repairer has been kind enough to supply their diary to me if I take it further.

Samsung if you are listening, I will be calling the Dep't of Fair Trading on Monday and spilling the beans. I've had enough. I think Samsung owes me a brand new TV and then some. I'm also writing to ACA to see what they can do for me.

DO NOT PURCHASE FROM SAMSUNG.

[dannz]

Update to my warranty repair for samsung hd tv worth $2500.

On Friday 5th June I decided to change repairers due to the orginal repairer stating he has never recieved the authority to repair, although samsung keep telling me they have sent the authority and had also given me the authority number, the repairer deny recieving the authority. So I called Samsung again for th upteenth time requesting a new authority to repair for another repairer. This time I actually took my tv down to the repairer and left it there so as to gain some intiative on my part although I have spent countless hours on the phone with samsung trying to organise someone to repair my tv.

The customer contact representative said she would send another request to management for an authorisation and I will be called within a few days.

Well, on the 9th June I called samsung again to enquire whether the authority was approved. I was told another few days. So I rquested an urgent request be made. They sent off another email to management as urgent status and I was told a few more days the authority would come through.

11th June I called samsung again, and suprise, nothing done.

I called again the very next day and was told again, wait a few more days.

I will be calling again on monday 22nd. Thats 2 weeks notice. Surely they can muster up some sort of professionalism and honour their warranty they promised me.

[colibri]

I bought a Samsung SRS540HP (double door fridge & freezer) in September of 2007 from Harvey Norman in Preston, thus it is still under warranty.

The fridge part broke down some eight weeks ago, so I called Harvey Norman. They offered no help, but gave me a number for Samsung, who in turn gave me a number for their repairer Wooley Appliances.

Wooley Appliances organised a repair person to come over to fix the fridge, but he couldn't, so he ordered some five parts, and came back a week later. But it wasn't to be fixed because the problem was the internal wiring. The following week Wooley Appliances, sent Samsung the report that the fridge is not fixable thus they recommend that it should be replaced or refund issued.

After numerous infuriating calls and emails with their inapt customer service staff and their complaints department, and reporting them to Consumer Affair, which prompted them to offer a replacement unit of inferior quality and value, and to top it up, the warranty on the new item was to be only until the old warranty was due to expire. After my refusal, they said that they will give me my money back.

From my initial contact, the constant calls from myself and Consumer Affairs it took them more than 8 weeks to send me a refund, I didn't let up javascript:emoticon(''), as I needed the money (which I don't have as I lost my job) to purchase another fridge. The cheque was with management for approval and signing all that time.

They apparently have a policy that they will give you up to $100 for food loss. I can't see how the $100 will make up for the food I've had to throw out to avoid food poisoning, or for the petrol I've had to spend running to the supermarket on daily basis to buy items which would spoil if not refrigerated.

Dear fellow consumers, if you value your sanity, your hard earned dollar, your rights as a human being, PLEASE TAKE NOTICE OF WHAT I'VE SAID, DON'T GIVE YOUR MONEY TO SAMSUNG FOR USELESS PRODUCTS.

[dannz]

I have recently been in contact with samsung about this ongoing repair.

I have called them approxmately 4 times since the last report and still no service for my $2500 lcd TV which was first reported for repairs on 10/4/09 or there abouts. In this time I have called 3 different local repairers and referred them on to Samsung to aquire an authority for repair with one of them.

Each time I call I am told they will send an email to the controlling department of repairs and warranty to speed things up, but I get no calls back or any communication about where we are at, instead I am having to call Samsung and the repairers now at least once a week some weeks twice to get the same answer: no we haven't recieved correspondence from Samsung - Repairer, and We will send an email to the customer care depertment - Samsung. This has been going on for several weeks now.

It looks like my situation may have to be reffered to the department of fair trading which may take several months to conclude but I've waited since early april, get the same excuses and not getting paid to do their customer service jobs for them, I'm prepared to go the long haul now. I'm really p... Off!!!!

I

[JakBlak]

i have had great experience with samsung, even had a doa tv that they replaced in my home (not normally part of the onsite warranty when its doa)

Are you in a metro area? Understandable if you are in a regional area they might have trouble getting someone to come out immediately although 2 months seems strange. I would certainly be going back to the retailer and getting details on how the 'extended warranty' will work for you (as they are rarely supplied by the manufacturer, usually a third party contractor for the retailer) and make sure its worth it in your area.

[dannz]

BUYER BEWARE!!!

SAMSUNG warranty service is an absolute disgrace, if not, non existant.

I have been waiting for 2 months for a factory warranty service/repair to my SAMSUNG HD TV.

They claim there are no repairers in my area and the closest one is 800km away. When asked the question, "how will I get the item there? They replied it is up to me to deliver the item and once repaired, pick it up."

I made the initiative to find a local repairer and referred them to SAMSUNG and have not heard a squeek back after they asked me to find a local repairer. I have called them more times than I can count asking what the hold is and was told they are still negotiating terms with the reffered repairer.

I STRONGLY ADVISE ANYONE WHO IS THINKING OF BUYING A SAMSUNG PRODUCT TO CONTACT THE FACTORY WARRANTY REPRESENTATIVE TO FIND OUT WHERE THE CLOSEST REPAIRER IS. I DO KNOW THEY DO NOT HAVE "IN HOME REPAIR". SO YOU MUST DELIVER THE ITEM FOR REPAIRS AND PICK UP AFTER. THAT IS, IF A REPAIRER IS IN YOUR AREA.

I BELIEVE IF SAMSUNG DO NOT HAVE A REPAIRER IN YOUR AREA, THEY SHOULD NOT SELL THEIR PRODUCTS IN THAT AREA, DUE TO THEIR FAILURE TO PROVIDE FACTORY WARRANTY REPAIRS.

Unfortunately for me, I have a $2500 TV with 5 years extended warranty that cost me $250 extra with no warranty or extended warranty garuantee's, nothing, nada, zip. I can't even get it repaired under factory warranty let alone the extended warranty.

SAMSUNG ARE A DISGRACE TO THE AUSTRALIAN COMMUNITY AND THEIR SO CALLED PRECIOUS CUSTOMERS.

BUYER BEWARE!!!