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- Dec 2, 2009
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Here is a rather drawn out version of my experience in dealing with Samsung RE: my R19,000 Samsung LCD starting to die just out of warranty.
With the much appreciated assistance of Blackjack (Barry), a Samsung repair center collected the LCD - after testing, it was decided by Eben (Samsung) to replace the screen with the latest version of the same model (LA46A500), I requested an upgraded model was I really didn't want to sit with the same problem in a year - and they accepted this and sent back a quote, I agreed and paid the amount on the 18th of April. Up until this point, Samsung's service had been great, but this is where it ended.
On 24 April (Tue) - I still hadn't heard anything back from Samsung, I sent Eben an email asking for an update. I also tried calling, but once gave up after a 5min call center hold, and the other time I was told he was not available, and will get back to me (he didn't)
On 25 April (Wed) - I sent Barry an email as Eben, who used to respond quickly, and was phoning up to three times a day prior to payment, hadn't responded.
On 26 April (Thu) - I tried calling twice in the morning, again, got through once and was told Eben wasn't available. I then sent an email yet again stating I had called twice on said day, and would like an update.
I then got a reply from Eben aplogizing, stating he had email problems, and that the screen would be delivered the following week, he also said he'd give me a call the following Wednesday.
On 2 May (Wed) - Eben sent an email saying he would confirm delivery during the day. (I am at this stage expecting delivery this week, as per previous communication)
On 3 May (Thu) - I sent Eben an email for an update as he didn't get back to me. (he ignored it)
On 4 May (Fri) - I sent Barry an email as I still hadn't heard from Eben.
Barry replied to said mail copying Eben
Eben replied with another apology, this time stating he is waiting for approval, approval he said he had when he sent me a quote on 18.
Both Barry and myself replied to this email stating that he had already told us he had approval - we also expressed our dissatisfaction at him constantly ignorning calls and emails, and not keeping to his commitments, I asked him when he was expecting confirmation, as the previous week they were delivering this week - againt he ignored this.
On 8 May (Tue) - it has now been three weeks since payment - I sent Eben an email stating my dissatisfaction at his service and giving him till 10am to either refund and return my original set, or supply the set I had now paid for, after 10am I would make this forum post, and request assistance from Samsung on hellopeter.
I received an almost immediate reply with yet another apology from Eben - and him commiting once again to improve and take the necessary action
I replied straight away stating that 10am stands, as he keeps apologizing and not doing anything.
On 9 May (Wed, this morning) - I received an email from Eben (8:56) stating that the unit is not available, this is after he confirmed stock on 18 April prior to payment - he stated he would confirm when a unit would be available.
I replied asking when I wouldf have this confirmation - and no response by 10am - I am not one for making threats, and I have unfortunately had more than one empty apology from this Samsung representive.
Barry has done his outmost to assist, also continually trying to contact Eben - and also being blatantly ignored.
Samsung can rest assured that I will not have another Samsung display in my house once this ordeal is over.
As per another thread, I am now being forced to buy a 32" LCD in the interm as we have been without TV for a month - something my SO is not taking to too kindly at the moment.
Eben has personally turned what could have been great PR for Samsung into a mess - Barry facilitied what could have been a great opportunity for them - and was let down by this man.
It is unfortunate that it has ended like this, all that was required was proper communication - and I would have been happy with the wait, but the constant ignoring of calls and emails, false commitments and empty promises is completely unacceptable.
OUTCOME HERE : http://www.avforums.co.za/index.php/topic,16263.msg208021.html#msg208021
With the much appreciated assistance of Blackjack (Barry), a Samsung repair center collected the LCD - after testing, it was decided by Eben (Samsung) to replace the screen with the latest version of the same model (LA46A500), I requested an upgraded model was I really didn't want to sit with the same problem in a year - and they accepted this and sent back a quote, I agreed and paid the amount on the 18th of April. Up until this point, Samsung's service had been great, but this is where it ended.
On 24 April (Tue) - I still hadn't heard anything back from Samsung, I sent Eben an email asking for an update. I also tried calling, but once gave up after a 5min call center hold, and the other time I was told he was not available, and will get back to me (he didn't)
On 25 April (Wed) - I sent Barry an email as Eben, who used to respond quickly, and was phoning up to three times a day prior to payment, hadn't responded.
On 26 April (Thu) - I tried calling twice in the morning, again, got through once and was told Eben wasn't available. I then sent an email yet again stating I had called twice on said day, and would like an update.
I then got a reply from Eben aplogizing, stating he had email problems, and that the screen would be delivered the following week, he also said he'd give me a call the following Wednesday.
On 2 May (Wed) - Eben sent an email saying he would confirm delivery during the day. (I am at this stage expecting delivery this week, as per previous communication)
On 3 May (Thu) - I sent Eben an email for an update as he didn't get back to me. (he ignored it)
On 4 May (Fri) - I sent Barry an email as I still hadn't heard from Eben.
Barry replied to said mail copying Eben
Eben replied with another apology, this time stating he is waiting for approval, approval he said he had when he sent me a quote on 18.
Both Barry and myself replied to this email stating that he had already told us he had approval - we also expressed our dissatisfaction at him constantly ignorning calls and emails, and not keeping to his commitments, I asked him when he was expecting confirmation, as the previous week they were delivering this week - againt he ignored this.
On 8 May (Tue) - it has now been three weeks since payment - I sent Eben an email stating my dissatisfaction at his service and giving him till 10am to either refund and return my original set, or supply the set I had now paid for, after 10am I would make this forum post, and request assistance from Samsung on hellopeter.
I received an almost immediate reply with yet another apology from Eben - and him commiting once again to improve and take the necessary action
I replied straight away stating that 10am stands, as he keeps apologizing and not doing anything.
On 9 May (Wed, this morning) - I received an email from Eben (8:56) stating that the unit is not available, this is after he confirmed stock on 18 April prior to payment - he stated he would confirm when a unit would be available.
I replied asking when I wouldf have this confirmation - and no response by 10am - I am not one for making threats, and I have unfortunately had more than one empty apology from this Samsung representive.
Barry has done his outmost to assist, also continually trying to contact Eben - and also being blatantly ignored.
Samsung can rest assured that I will not have another Samsung display in my house once this ordeal is over.
As per another thread, I am now being forced to buy a 32" LCD in the interm as we have been without TV for a month - something my SO is not taking to too kindly at the moment.
Eben has personally turned what could have been great PR for Samsung into a mess - Barry facilitied what could have been a great opportunity for them - and was let down by this man.
It is unfortunate that it has ended like this, all that was required was proper communication - and I would have been happy with the wait, but the constant ignoring of calls and emails, false commitments and empty promises is completely unacceptable.
OUTCOME HERE : http://www.avforums.co.za/index.php/topic,16263.msg208021.html#msg208021
