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Samsung Support Ticket - Fridge

Samsung Support Ticket


Created By: tofipish's Picture tofipish Last Reply: tofipish's Picture tofipish
Priority Level: [Emergency] Status: [Open]
Created: 5 years ago Last Updated: 4 years ago
Department: General Replies: 0

We purchased a Samsung combo fridge for my 91n year old mother in mid January 2014, thinking that we were investing in a reliable, well designed and up to date appliance. We were therefore somewhat amazed when it suddenly stopped working overnight in July 2015, which meant that we had to throw away all the frozen food from the freezer as it had defrosted.

My mother is an ex-pat living in southern Spain which is usually extremely hot during the summer, and refrigeration is central to well being and food hygiene, so this is not a petty matter for any household in the area. I am writing this because this is our first experience of dealing with Samsung and definitely the last time that we will buy any of their products.

We bought a Samsung fridge and also a TV set at almost the same time in thinking that we are investing in reliable products that should serve my mother well, but the way their customer support people have handled the problem is appalling. After 10 days the fridge is still broken and remains unrepaired.

Every time we have called or do an on line chat with Samsung, they promise to give the case priority and get someone to call back, but nothing happens. Every time the operator seems to be on auto pilot, following a rote training program where they had to be polite to the customer, but failing utterly to take any proper action to resolve the problem. Every time we have called to find out what has happened to the delivery of the spare part that is required, Samsung tell us that they have given urgent priority for delivery, but still after 10 days the part hasn’t arrived. We feel that this is poor service of the worst kind, and demonstrates a total lack of concern for both the customer and the reputation of the company. All household appliances are potentially going to malfunction, which is why After Sales service is so important, but Samsung must be among the worst performing of them all.


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