Samsung Support History

PART I: Chat Transcript 27 July 2010

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Welcome to Samsung Live Chat. How may I help you?

01@#samsung :
Goodmorning

01@#samsung :
how i can i assist you?

Customer :
As I need you to take this seriously I have now sent e-mails describing your insulting service to these recipients: [email protected], [email protected], [email protected], [email protected], [email protected], [email protected] and [email protected].

I explained to them that I bought a Samsung fridge in Feb 2009, the most I have paid to date for an electronic appliance! It is NOT WORKING! The temperature on the control panel differs from what happens inside. After calling on reseller (Makro) twice late last year and seeing no change after the visits from the technicians that came from Samsung, I logged several calls via the vendor customer service centre directly - more repairmen came out and fidgeted, one even called it a 'factory fault'!

After this job was done, the fridge and freezer sides still do NOT hold the temperature inside that is shown on the digital control panel and now the freezer averages at a stinking 10 degrees C and more! To date we have lost THOUSANDS worth of frozen groceries! On the third visit the repairman suggested I am stupid by pushing the mentioned control panel buttons until the screen briefly showed desired temperatures... and left. Like I did not frikkin' try that and explained from the onset a million times that the temperature on the control panel differs from what happens inside! Never felt so insulted in my life! It was very racist of Sumsung!

On 1 March 2010 (after their 3rd failed attempt) I recorded a video explanation of the problem
( http://www.youtube.com/watch?v=LMvrC0oi-4o ) to try and simplify, it didn't help either! They responded to my HELLOPETER story (titled "Warmest Fridge in Africa - Ignored by Support") with a voicemail and nothing more, I had to call back many many times now and they still haven't helped me... After that didn't work I called again.

The best these agents can do is ask for reference numbers in a sluggish almost intoxicated tone of voice. Some of the reference numbers for my complaints are: 2000442905, 2000444809, 2000477148, 2103872634, 7101163434, 1000734277. And the groceries keeps going to the trash can! It has a two year warranty and I fear they want to keep postponing until the period is over! For the complaint I logged this morning, I did not even get a reference number? What the hell is going on??

01@#samsung :
you are chatting to Trusha

01@#samsung :
hello

Customer :
I will have to keep posting on Facebook and other forums as names like Cherise, Jeremy and Gift from Samsung South Africa only pay lip service, I was promised a resolution by c.o.b. yesterday. ALL of them failed to keep promises since I escalated this matter on 1 July 2010!

01@#samsung :
Sir we are in the process of investigating this matter, we have received your emails and will revert back to you ASAP.

Customer :
See http://www.facebook.com/SamsungService and see http://www.facebook.com/SamsungUSA for the video and an idea of how angry I am after being ignored for more than six months!


01@#samsung :
i am currently checking all emails and references that was logged

Customer :
Lots of people checked. Lots of people profusely used the word "investigating". Many promised to help me. Who will do something? When?

01@#samsung :
i will definitely revert back to you

Customer :
I will help you get a realistic picture of the cost implications - look for the pictures of the rotten groceries I will post on Facebook next... get an educated person with a calculator to assist... please?

01@#samsung :
A supervisor will be in contact with you shortly

01@#samsung :
please confirm if your contact number is 0823016838


Customer :
There you go... photos of food I had to throw away are uploaded on http://www.facebook.com/SamsungUSA and you should look under "Samsung + Others" if you don't know...

Customer :
What does shortly mean? Some kind of seafood? Or does it mean the same as what Jeremy and Gift meant when they said they will get back tome before c.o.b. yesterday? I think my number is 0823016838... It shows that in all the damn tickets I logged?

01@#samsung :
Jeremy is going to contact you now

Customer :
Jeremy is the name who said he will contact me before c.o.b. yesterday, he must therefor not call me because he is not a man of his word and that is despicable. I am a technology architect in the largest ICT company in Africa and I have a blog, to say it is read by "many" could be a strong understatement. I also happen to be friends with the acting president of Nigeria. How much business do you want to loose before I get some respect and before someone figures out what "shortly" means?

Customer :
By the way, dear Trusha, I am categorically NOT mad at you, I know you are just doing your job. It is the substances higher up I am insulting - please understand... ;-)

01@#samsung :
i do apologize for the inconvience caused and i do understand

01@#samsung :
i am in the process of resolving this for you

01@#samsung :
is it possible to provide me with the serial number of your product?

Customer :
Here we go... 19344AAQ900059M

01@#samsung :
thank you

PART II: Facebook Transcript 5 August 2010 - Calling in my Buddies

Diego de la Vega > Samsung USA:

A week ago after my friend Theunis made a big fuss about a fridge (still under warranty) that Samsung SA has not replaced in 6 months after techs have come out more than enough times to warrant refund, Jack Oscher (service manager SA) called last week and promised action... A week later his food still rots in said fridge... Any ideas?

Diego de la Vega:
This is some Italian cheese gone bad, for helping you choose if Samsung is the way to go!


Diego de la Vega:
They also have not sent someone out to come calculate how much food he lost due to their pathetic service?

Samsung USA:
Send us your info to [email protected] and we'll get on top of this!

Diego de la Vega:
He is here: http://www.facebook.com/thechaldean

Diego de la Vega:
This note explains it all: http://www.facebook.com/notes/theunis-j-van-rensburg/i-hate-throwing-food-away/10150193684680085