Samsung Electronics Co., Ltd. Complaint - I was left in the dark and treated as if I was dumb.
Here is the email that I sent to Samsungs exec's. This will explain the whole story and issue I am having. Lets see if they really do CARE about the customer!
I am sure your not the person to complain to but I found your email
online. I am haveing an issue with a Samsung product that I had sent
in for warranty repair. Can you please forward this to someone who can
give me some answers( not the executive office as I already sopoke to
Here is my bad experience with Samsung
I purchased a Samsung NV40 camers in Sept of 2009. The camera stopped
working on June 14 2010 which would put it in the warranty status. I
called the customer service number and by the serial number they told
me it was no longer covered. They said it was purchased at the
beginning of 2008...The camera wasn't even manufactured then. So i
argued with the man and finally went in my email and got my receipt
which proved I bought in on Sept 2009. I called back and when given
proof, was finally told it would be covered as if they were doing me a
favor. They sent the prepaid label and I sent it off on the 14th of
Samsung provided in the email a link so I could follow the status and
get updates, which is great from a consumer stand point. They received
the product on the 18th of June as stated on the updated page. When I
spoke to the customer service representative at Samsung he told me the turn
around was 5 days! I waited the 5 days and nothing.. I placed a
third call to the customer service number and now was told "oh its
7-10 days". At this point I as a customer was a bit annoyed but ok...
After the 10 days I call back, at this point I am very angry at the
business practise of the Samsung employees there. So I ask to be
transferred to the executive branch. I speak to a woman who seemed
nice, she then told me the turn around time BY SAMSUNG policy was now
lol 7-14 days. So I asked at this point why the web page that is there
for consumers wasn't being updated with the info like it was made for.
She said ok, I will call the contracted company in NJ and find out
some info for you. I said great, and waited for a call back. She
finally called me back and told me they didn't answer......and she
would call me back later that day as she would keep calling. Never
heard back from her, this is supposed to be an executive?
So today, Tuesday I come home expecting my camera and nothing was
there. I just called the executive office back and spoke to a
different woman. I am now very angry and want some information as to
what is going on and if this is normal procedure for Samsung. I
questioned her about Samsungs POLICY as to the 7-14 which I was told
by the other executive and she stated that is not the policy. She
placed a call for me and told me "yeah, its still there in the shop"
and that was it. hahahha at this point I feel as if Samsung could care
less about the customer. The woman then went on to tell me how they
cant do anything and I just have to wait with no turn around policy
and no information as to "what the heck is going on".
To wrap this up, I am highly disappointed in the discrepancies between
executives and Samsung employees. And to be flat out honest I would
never purchase another Samsung product if this is how I am going to be
treated. They told me there was no one ABOVE to complain and voice my
opinion to but I know there is...there always is. So can you please
forward this email to someone if there is anyone there who cares
about the people who purchase Samsung products.
Thank you for your time.
Question is why do none of the customer service agents and the executive office not know their own policys?
Why, do I have to chase the information that should be supplied to me on the link they give to "check the status" that never was.
Why, do I get told 3 different turn around times by the executives?
And last...Why, Why should I ever buy a product from Samsung ever again?