Samsung customer complaints policy required
by wightdogs - 12/30/09 8:14 AM
Does anybody have details of how to make a formal complaint to Samsung regarding the level of service on offer in the UK under a Samsung warranty?
I returned my monitor under warranty, first the warranty card said return to the retailer. This was wrong.
Secondly Samsung's website stated that with my particular model their policy was to "Pick up and swap"
This was incorrect also.
In fact I had to phone Samsung who informed me it was down to me to arrange a pick up with their courier contractor, this involved a long and expensive phone call wading through numerous menus until finally, after a long period of being left on hold listening to adverts, I actually got to speak to someone. I was informed that I had to pack the monitor for despatch and wait in all day to have it picked up. I explained that Samsung had stated it would be picked up at a convenient time for me. Eventually it was agreed the pick up would be after 3.00pm.
The package was indeed picked up as arranged from me on the Isle of Wight and whisked off to Bristol for servicing. I later received an email stating that it was currently in Newcastle and I had to be in all of the following day to receive it. I tried phoning as this wasn't possible. It was impossible to get past the automated menus without having an account number. I then tried answering the email which was immediately bounced back at me as they didn't accept replies.
Unable to contact the delivery agent I emailed the representative I had spoken to at Samsung to explain the situation. As this email was totally ignored I had to hastily arrange to have the day off to take delivery. Which I did, and lo and behold the monitor still wasnt working. I had to buy another monitor and wait until after the Christmas holiday to once again attempt to contact the Samsung Rep informing him that if he intended to ignore this email he should forward it to his superior with an explanation.
I was informed that it was my fault that the email was ignored as I had sent it to him - the only person I had dealt with from Samsung who was employed by them as their representative to deal with their customers - he further informed that he had "booked" someone to phone me. When I got in that evening I had had one withheld number phone call at lunchtime. I can only assume that Samsung also expect me to be in all day to have the privilege of actually speaking to them about the "service" they offer and how much they value they place on their customers.
The monitor is so bad now I have had to disconnect it from the mains due to a loud electrical arcing sound internally. Consequently I have serious concerns on the grounds of health and safety that this unit should have been passed as safe by Samsung engineers. I will make enquiries on the relevant course of action and whether I should have an independent expert appraisal carried out on the unit as to whether it was ever safe to be returned to the customer.
In the meantime my emails are simply being ignored by them.