CB Mobile Phones Samsung Official complaint regarding manufacturing defect, blatant deception, technician incompetence, and service lapses

Samsung review: Official complaint regarding manufacturing defect, blatant deception, technician incompetence, and service lapses

Hala Mohamed of Red Sea, EG

Jun 29, 2024 5:43 am EDT

Verified customer

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Dear all,

I am writing to express my extreme dissatisfaction with the recent service experience I received from Samsung Egypt concerning the repair of my TV. This email details a series of concerning incidents that raise serious questions about a potential manufacturing defect, unethical business practices, technician incompetence, and a blatant disregard for customer satisfaction.

Unexplained Malfunction of Infrequently Used TV

My primary concern lies with the sudden appearance of horizontal lines across the screen of my Frame model (65-inch) TV. This is particularly perplexing because the TV is located at my summer house and is used infrequently. It is highly unexpected for such a significant technical issue to arise with minimal use, especially in a controlled environment. This leads me to believe there might be an underlying issue with the TV's manufacturing process. I am eager to understand the potential causes of this problem, including any possible manufacturing defects.

Subsequent Service Lapses

On Sunday, June 23, 2024, I contacted Samsung Egypt to address this issue. While I understand the TV might be out of warranty, the subsequent events raise serious concerns:

Technician Incompetence and Misrepresentation: The technician assigned to my case lacked the fundamental qualifications and expertise to address a complex technical issue. His unprofessional attire – sweatpants, a t-shirt, and sneakers – was an initial red flag. Even more alarming, I discovered he holds a diploma in commerce, a field entirely unrelated to television repair. This raises serious questions about Samsung Egypt's technician selection process and quality control measures.

Rather than conducting a proper diagnosis check panels and HDMI perhaps consider changing them, the technician only performed a factory reset and hastily left, claiming the screen required replacement. This action rendered our remote control inoperable, necessitating a follow-up visit. It is utterly unacceptable to dispatch a technician with no relevant technical background to handle a sensitive electronic device.

Spare Part Inquiry: On June 2, I inquired about the timeline and cost of the required spare part. I was informed that the team was working on it, but no further updates were provided.

Unethical Cancellation: On June 5, during an official holiday, I received a call from one of your employees I believe in the accounts team called “Nisreen", who asserted that I had requested the cancellation of the spare part order. I explicitly stated multiple times during the call which you can check the records that I had made no such request. Despite my objections in numerous occasions during the call, the order was canceled and Samsung Egypt sent me a message indicating the cancellation was according to my request!. A copy of the message received is attached which is extremely violating my rights as a customer, and acting against my well. It is an act demonstrating a disregard for customer satisfaction and well-being. This unethical act caused significant emotional distress, as it left me without a resolution and feeling unheard. This underhanded tactic demonstrates a complete disregard for customer satisfaction and a willingness to mislead for reasons unknown.

Lack of Support: Following the cancellation, I attempted to contact Nisreen, but her number was inaccessible. I had to resort to the call center, where I encountered further frustration. The case was closed without explanation, and when I requested its reopening, I was informed that IT issues prevented this. This lack of support over the weekend was disappointing and reflected a disregard for customer needs.

Internal Coordination Issues: It is evident that your operations teams (accounts and complaints) are not aligned to prioritize customer needs. The inflexible process hindered my ability to reopen the original request promptly or to get any support of the complaints team following the closure of the request against my well.

Insufficient Resolution: On June 29, I received a call from the complaint team indicating that action would be taken against the employee involved. However, this does not address my concerns. I requested an official apology and a meeting with the complaints team, both of which were declined. Such a response is unacceptable for a brand of Samsung’s statur

I vehemently refute this claim. This underhanded tactic demonstrates a complete disregard for customer satisfaction and a willingness to mislead for reasons unknown. My attempts to reach Nisreen afterward proved futile, and the call center offered no assistance. The case was inexplicably closed without explanation, and reopening it was allegedly hindered by "IT issues." This lack of support over the weekend was not only disappointing but indicative of a system that fails to prioritize customer needs.

Internal Disarray and Inflexible Processes: The complete lack of communication between your accounts and complaints departments further highlights internal inconsistencies. Their inflexible processes hindered my ability to promptly reopen the original request.

Insufficient Resolution Offered: While I received a call on June 29th indicating action against the employee involved, this does little to address the core issues. My requests for a formal apology and a meeting with the complaints team leadership were both rejected. Such a dismissive response is utterly unacceptable for a brand of Samsung's stature.

As a loyal Samsung customer across various countries, this experience has severely eroded my trust. To rectify this situation, I urge you to take the following steps:

Conduct a comprehensive investigation into my complaint, with a particular focus on the unethical cancellation of the spare part order and the possibility of a manufacturing defect in the TV.

Facilitate a meeting with the head of the complaints team in Egypt to discuss these service lapses and ensure such incidents are not repeated.

Provide appropriate compensation for the inconvenience caused by the unethical act of your employee, the technician's incompetence and the emotional distress.

Issue a formal apology letter acknowledging the shortcomings in your service.

Investigate the cause of the TV malfunction, particularly considering the infrequent use of the device in a controlled environment.

Addressing these issues promptly will not only restore my faith in Samsung but also demonstrate a commitment to resolving customer concerns effectively. My request number is [protected]. You can reach me at +[protected] to discuss this matter further.

Thank you for your time and attention to this serious matter.

Sincerely,

Hala Mohamed

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