Samsung Electronics Co., Ltd. Complaint - Samsumg Is Not Consumer Friendly - Beware
We bought a Samsung CLX-3160FN All in One Printer from Staples in Regina, SK.
The paper jammed horribly at the paper exit area,I called Staples, as my printer was less then a year old. They said they don't deal with it, I would have to go through Samsung directly. This is why I will never deal with Staples again, might I add.
I called Samsung, was told they needed me to fax them the information. Great my fax is broken as it's part of my All in One Printer. So living out on a farm in the middle of no where Saskatchewan, I jumped into my truck to drive 35km to the nearest town to fax "Nico-lie" (not his/or her real name)the information. I stressed on there that I need an immediate response, as a small business, our printer is our life line! We can not operate without it.
We waited and waited, no response. Finally my husband opened the machine, and it had 5 pieces of paper totally wrapped around the roller in the paper exit area. This was no simple paper jam, as I tried to explain to them earlier when they were trying to force me to go through the steps of troubleshooting for a basic paper jam.
The printer is now broken and sitting in my basement.We were forced to go out 45 km a way to the nearest "city" and buy another printer... sadly I had no other choice but to buy the exact same brand of printer that lies broken in my basement. But to the credit of this store, Tech Solutions Canada located in Estevan, they PROMISED me that if there is any problems, I get to deal with them directly, rather then Samsung. Ahhh the benefits of dealing with a small town store.. where the customer still means something.
Anyways, 2 weeks later, I still haven't heard nothing from Samsung. I called them and told them that I was forced to buy another printer, after not hearing from them. They told me that "Nico-lie" was supposed to have called me back, but just never did. No remorse, compassion nothing, just an "oh well" attitude. Well all I simply wanted in return was for them to send me, or give me a rebate for 4 new toner cartridges. For me this is a $300 dollar value, that would have made me happy for the $600 and something that I am out on a printer. For them it would have been a very cheap and easy way to make a customer happy as it probably only costs them less then $25 per cartridge. I felt it was a win win situation. But... Noooo. they tell me they can't do that.... and that they MAY service the broken printer, but they don't know yet, and may not have an answer for another few weeks. I tried to explain to them that I DO NOT need 2 printers, and that realistically it would be more economical for them just to re emburse me with the ink. But they don't care they already have my money, I can almost guarantee you I'm not going to see a thing from them.
In closing... I strongly feel that Samsung is not consumer or small customer friendly. They would rather take your dollar today, and not care about whether you'll purchase again from them in the future. If you have a problem they put you off hoping you'll go away.
My suggestions are stay away from Samsung products, and when making a big purchase make sure you can deal with the store directly, rather then having to get the run around from the manufacturers. Thanks for listening :)