Samsung Electronics Co., Ltd. Complaint - The Worst Customer Service Ever! Never Buy Appliances!
MISSISSAUGA -- Not only am I extremely disappointed and unsatisfied with my Samsung washing machine I am appalled by the customer service I have received. Samsung customer service has lied to me repeatedly saying things such as my paperwork had been received when there was never any, not allowing me to speak to the supervisor who I had spoken to before, saying they don't work there (I later find out the people do in fact work at that call centre!) This is all about a washing machine I purchased that is still under warranty, it broke 8 months after purchase and I have been waiting more than 60 days... 3 MONTHS!!!
The following is a timeline of events:
-October 2007 I purchased Samsung washing machine model #WF206BNW-XAC approx. retail vale $800.
- November 2007 product was delivered and began use.
- June 11 2008 Temperature sensor error occurs
-June 12/08 initial call to Samsung customer service 1-800-SAMSUNG. We were told someone would contact us within 3 days
-June 16/08 called Samsung back because we had not yet been contacted. Samsung technician informs us the other company (Transglobal) has been contacted and we have to wait.
-June 17/08 Service technician from Transglobal contacts us to inform us there is a slight delay due to not having the part needed in stock, Samsung has ordered the part through TransGlobal.
- June 19/08 Trip to the laundry mat where my 1 year old daughter fell and broke her leg, spent $50 on laundry and $25 to get her leg casted.
-June 30/08 Service technician arrives to install new parts. Discovers Samsung ordered the wrong parts, not compatible with washing machine. Technician puts an immediate call into Transglobal.
- July 8/08 Parts due to arrive via TransGlobal, they are not here yet. Samsung called, they say they will look into it and call me back later this day. They do not call back.
-July 9/08 Called Samsung 3 times, I was hung up on once as they tried to transfer my call. Samsung states the parts will arrive on July 14 and there is nothing I can do but wait until then, if the parts have not arrived on the 14th I should call back. I asked for a replacement or temporary machine or reimbursement for laundry mat costs and was declined. Samsung again states it is Transglobal issue not Samsungs.
-July 10/08 Trip to laundry mat $50
-July 14 no parts yet.
-July 16 Called Samsung twice. Samsung states parts are on backorder and there is nothing they can do. We are told all we can do is wait. Samsung supervisor informs us they will look into it and call us back. They do not call us back.
-July 17 Called Samsung again and spoke with supervisor Chad, Samsung now sates the parts are unavailable. I request a replacement machine. Samsung calls Transglobal for them to fill out the paper work requesting replacement. Samsung states I will be contacted within 5 business days to arrange delivery of new machine.
-July 22 Contacted Samsung 2x, nobody has called me yet. Paper work for replacement machine declined but I had not been informed of this until I contacted Samsung. Samsung contacts TransGlobal and informs me all the parts are now here and a technician will be coming to service my machine. Note: When asked to speak to supervisor Chad I am informed he does not work at this call centre and I cannot speak with him.
-July 24 Service technician informs us they are still the wrong parts. Samsung called 2x, I requested replacement machine again paper work is again being filled out. When we called Samsung later that day they informed my irritated husband they were going to disconnect the call and to not call back as there is nothing they can do. Samsung states it is not there problem it is Transglobals issue. Transglobal informs us it is not their problem as the are directed on what to do via Samsung. Note: when asked to speak to the same supervisor we are again informed they so not work at that call centre and there is no way to contact them.
-July 24 I filed a complaint with the Better Business Bureau. I also contacted Peter Silverman from City TV to ask for help on this issue.
-July 25 Called Samsung to inquire on the status of my claim. Supervisor informs us SAW has been filled out via Transglobal and we will be contacted in 3-5 days.
-July 26 $50 at laundry mat
July 29 Called Samsung to inquire about status. We are told they have the paperwork and are in the process of making a decision. Samsung states we will be contacted by 3pm August 1.
August 1 Samsung fails to contact us by 3pm. I call in and speak with Supervisor Rita who informs us they have the paper work and just need a copy of our receipt and they will be sending another technician to our house via TransGlobal to confirm the problem. States we will be contacted in 3 days.
August 2 $50 at laundry mat
August 6 Samsung called again, I have not yet been contacted by Samsung or Transglobal yet. When asked to speak to Rita I am again informed she does not work at this call center and I am unable to speak with her. Supervisor informs us the SAW paper work has been declined and more parts have been ordered.
August 7 I called Samsung to get things straight as by now I am confused as to what is going on. Spoke with floor manager Jim W. (the only manager who's customer service I have been satisfied with) He informs be that the SAW paper work has never been received from Transglobal, and informs me that all the supervisors I have spoken with in the past do indeed work at that call centre. Jim states he will be dealing with Transglobal and try and help me.
I have been waiting for 61 days for my washing machine to be serviced, I have 3 young children and I feel 61 days is an unacceptable time frame to be waiting. I have been lied to on more than 1 occasion by Samsung customer service representatives and I have talked to rudely and unprofessionally by Samsung reps. I am again requesting a replacement machine or better yet a refund so I can purchase a more reliable brand. I am having difficulty understanding why this has to be such a lengthy process.
I strongly recommend to any person out ther to NEVER EVER BUY PRODUCTS FROM THIS COMPANY!!!!