Poor service & No response

Click here if this is your business
★★☆☆☆
2.4 / 5
45% of users recommend this
Click here if this is your business
  • Value For Money

JeffersonCoughlin407's review of Samsung

★☆☆☆☆

“Poor service and No response ”

Written on: 24/11/2016 by JeffersonCoughlin407 (1 review written)

Not sure why my previous post was deleted but reposting:

So I have previously posted my concern and nobody has contacted me despite numerous promises. I have now contacted the CEO of Samsung UK on Friday and (surprise surprise) still waiting to hear back but in case he has missed it, here is the email below:
--------------------------------------------------
Dear Mr
First of apologies for making direct contact to yourself but I have been unable to resolve my concerns having previously contact your customer service team on several occasions.

I first reported my Microwave had stopped working about 4 weeks ago and arrange for a Engineer to visit on the 4th November. They confirmed that the Microwave was at fault and 2 parts needed to be ordered and should be resolved in the next 5 days.

Since then I have not been contacted by Samsung so decided to chase a response on the 10th November and had my concern escalated to the Customer Service Priority department. I was promised a call back on the following day which did not happen so made contact on Friday 11th November and was told that I would be contacted before 18.00 that day. Again nobody contacted me.

I then contact Samsung again on Tuesday 15th November and was told somebody would call me back with an update and again no body contacted me. I attempted to contact Samsung for the final time on Thursday 17th November and was put on hold for over 10 minutes and then got cut off and nobody has attempted to contact me since.

Despite daily phone calls on my part I am yet to get an update on when my oven will be replaced, refunded or when the spare parts that are required will arrive. The microwave has been in use for less than 3 months and no longer works.

I have been a Samsung customer for a number of other electronic items and have never needed to contact the customer service team but on the first occasion of having to report a faulty item I am genuinely disappointed with the lack of care, attention and service that I have experienced.
Can you advise if it is normal process and part of Samsung customer service policy for the customer to constantly chase updates? If this is the case then as ever I again request can you please give me an update?

My case number is xxxxxxxx
Address: xxxxxxxxxxxx

I am more than happy to discuss this with yourself. I can be contacted on xxxxxxxxxxxxxxxxx.

Kind regards

  • Value For Money

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
Was this review helpful? 1 0