Samsung Electronics Co., Ltd. Complaint - 7-14 Days Samsung Customer Service
To whom it may concern,
I bought a Blue-Ray DVD player back in May, 2009. I just use it most 3 times. The first 2 times, I played it with regular DVDs.
Then the 3rd time I tried it with a Blue-Ray DVD. Then after that I tried to hook up with Netflix, when I got connect with the internet,
there was a message pop-up asking me to upgrade the firmware. I clicked "Yes". After upgrading it, my Blue-Ray DVD player did not work at all.
Then I called the Customer Service on 08/16/09. They told me to send to them for a repair. I sent it out on 08/18/09. I got an email on 08/25/09 that they received my Blue-Ray DVD player for repair with a tracking number and I should receive it back within 5 business days.
I waited for more than a week. Then I used the tracking number on the Service Tracking website to see what happened, nothing was shown.
I called the Customer Service, they said that the system just updated, and it should show something. They told me to check back the next day. The next day, still nothing was shown. I called again.... The same story was told, that the system was just updated and told me to check back tomorrow. They are such lame excuses. And I did check on the next day. Nothing was shown on the website. And the Service Tracking website is a useless website, because it shows only the Ticket Number, the Service Requested Date, the Customer's Unit Received Date, and the Current Status. After chatting, the Current Status was changed from Open to Close, nothing was actually updated. By the way, these phone calls were made on early September, 2009.
I called the Customer Service again they gave me the phone number (1-888-685-1349) to contact directly to the Repair Service department. They said that they could not find the part to replace it. They have to do the exchange for my Blue-Ray DVD player. That means they will send me a new one. I have to waited for 7-14 days for it. After 14 days, I decided to use the chat option they have to ask about the status of my Blue-Ray DVD player. The guy told me that he will put in for the approval for the exchange. That means 7-14 days I have been waiting for nothing to happen???
After that, Each time I called or chatted, I was told to wait for 7-14 days, but they did nothing. I don't believe them anymore.
And each time they told me that the exchange was approved on different dates??? 09/12/09, and then 09/14/09, and now 10/01/09.......?????
This time they gave me the phone number to speak to the ECR (Executive Customer Relation) (1-800-522-7341). I called them, they said that they will look in to it and give me a call back later. I have not received any calls back from them.... So DO NOT WAIT for their calls back, they DON'T.
Even with ECR, they do nothing. One of the ECR, telling me that she does not know what happen to my Blue-Ray DVD player why it takes so long.... That is her answer, after that nothing is happening. No one can give me a clear explanation.
On 10/01/09, I received an email telling me that they are in the process of the exchange, and I should receive the Blue-Ray DVD player in 7-14 days.... again.....
By now (10/09/09), it is more that 7 days, and I decided to call them every day until I receive my player.
I just called this morning.... She told me that I have wait for 7-14 days.... again.... and nothing happens on the shipping tracking number.
For me, I think if they do things in a timely fashion. They do not need CSR or ECR, because they do nothing. They just tell the customers to wait for 7-14 days, that's all they do to delay and collect paychecks. They are such a waste of time and money for Samsung and the consumers. Instead of reading the consumers' calls or complaints on their system and telling them to wait for 7-14 days, they should do something and follow up with it.
Now I'm still waiting and calling them every day.....