An Update from Hell

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It turns out Samsung follows their twitter, so they found my ranting about their service. This is my reply to the nice Samsung lady who reached out and said she would love to help. Apparently, my file is going to be reviewed by Corporate and a “decision on how to proceed will be made within three business days.” Oh, goody. I can hardly wait.

 

Hi Nice Samsung Lady (whose name I won’t mention),

Many thanks for reaching out. I have been wildly disappointed by the process I have been put through by Samsung. The plot so far is set out in my Blog (http://thinkjudd.com/2015/05/01/technology/this-is-samsung-welcome-to-hell/). Subsequently, I have had several more conversations, totaling about another hour of my time wasted.

I gave up on your team being able to find your own 700 reference number to allow you to move this to the refund team. So, I called the service company myself and obtained the essential number. I then gave it to your team, but they were unable (or unwilling) to read the paperwork which I scanned and sent over (attached for your interest). I even included an enlarged scan of the receipt portion. Your team then went on to tell me, in clear terms, that they needed a copy of the till receipt. I pointed out that Home Depot doesn’t issue them; rather, they print the till details on the large sale doc in the top right corner. Surely your guys should know this?

Nonetheless, this still isn’t good enough. So, tonight on my way home, I will divert to my local Home Depot to ask for (and hopefully receive) a “purge document” (whatever that is) to convince your doubting team that I really paid for the fridge. Assuming I get that proof, I confidently expect to be delayed and annoyed by the refund process, and I expect not to receive the full amount in refund.

So far, I have amassed action numbers 412-998-9370, 511-1362-271, 511-137-1308, 413-015-8046, 511-137-7475 and finally 413-0158-046. Oh, and the vital 7001431338. You can figure at least two phone calls per number, at about 20 minutes each, so I’ve wasted about 3 hours of my time trying to resolve this.

Do you have any idea how this makes your gigantic corporation look? I run a company, and if I found this level of bureaucracy and incompetence, I would be firing people by now. The sad fact is that almost everyone I have dealt with has been pleasant and down-right nice in many cases (only Julio really got up my nose). You clearly train well, but your process is broken.

When there was any doubt that it might not be a warranty repair, you were ruthless in insisting over and over that I would have to pay for the visit and parts. When it became clear that this was entirely down to you and covered 100% by warranty, you raised delay after delay: the 700 number, the receipt, the illegible receipt, etc. At no point did you ever call me back when I lost signal on a couple of calls. You never called me back with an update or status. Every time I have to start over in the process, it’s a “Groundhog Day” of customer support. You can’t call it service.

It was not our fault that your top-of-the-line refrigerator we purchased a little over a year ago is faulty and unbelievably entirely beyond repair. Yet, your process and the hurdles you put in the way makes it feel like you think we are trying to cheat you. We obviously aren’t. This is a massive inconvenience and one still not resolved. The irony (if irony is the right word) is that last weekend, we were back at Home Depot ordering new appliances for a kitchen upgrade. This time LG got our disposable dollars.

There is still an opportunity for this to end well, or better in any event. You should, at the very least, circulate a copy of my blog and this note to your customer support management. Better yet, run a simulation. Come collect my broken fridge and put it in the home of Gregory Lee (Samsung US CEO) and have him live without a fridge freezer while your company fumbles around for three weeks.

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