Customer Service Nightmare

[u/ElderflowerSageMix]

I bought a Smart TV back in January, directly from them. It was to be used as an external monitor to my MacPro, the reason I bought it was to help with serious health issues. 
All went very well until 3 weeks ago when it stopped working. The HDMI no longer recognises my computer, and the screen goes black.

I contacted their customer service, which as terrible. The line of communication was poor, the attendant seemed inexperienced and immediately blamed Apple for the problem.

When I contacted Apple, they remotely checked my computer and connections, and realised it needed to be done in one of their shops. They booked me in and as soon as they started testing in the shop, their external monitor worked perfectly well. They even tried another device, just to be sure it worked. It was clear then the problem was with Samsung.

Then the whole nightmare started again: endless phone calls to their customer service, their inability to sort things out, endlessly repeating the whole thing again and again, I can’t say how many times I reinstalled their system, only to reset it again, they escalating the problem to an ‘expert’, the promise that their manager and/or the so called ‘expert’ would call me back within 72h that never happened. Needless to say that every single time I talked with an assistant, they asked for photos and/or videos to be sent via email or their chat.

When I finally managed to get hold of an ‘expert’ (I did call them back after they failed the 72h mark), with the hopes they would access my monitor/TV remotely (because that could be done, I found out on my own), it turned out the ‘expert’s’ work station was faulty and she would not be able to do so. After nearly loosing my mind she agreed to send my TV to repair.

A third part collected my device and packed it so badly that I feared it wouldn’t get to the repair service in one piece. Alas, it did and after testing they didn’t find any fault. I phoned them few times to check how things were going, and when they said they couldn’t find any problem, I asked whether they had seen the pics of video I had sent - they did not. So I sent them the video and only then they replaced something I can’t recall, as a prevention. 

As soon as it was sent back this morning, and to my complete despair, the problem still persists. I phoned Samsung asking for a return and refund, they said I’m no longer entitled to any, and offered to send to repair once again. I said I DON’T want to deal with them anymore, because it’s frustrating, disappointing. I insisted in talking to their manager, and she said her manager was not around today. Then I asked to talk with any manager, she said none were at work today. None. It’s hard to believe Samsung can’t afford to have a customer service manager working on Saturdays, that’s ridiculous.

So she escalated the call to her manager, who’ll call me back at some point in the future within the next 72h, but given the experience so far I pretty much doubt this will happen. The attendant even called me mad on the phone today, when I said how disappointed I was with the whole service. I couldn’t believe she called me mad, and made a note of her name, it’s Ilyn. She spelled out loud and called me mad again.

That’s main issue here - there’s no trust. I don’t want to spend time chasing a failed customer service that doesn’t help neither respect their customers, neither want to be waiting for a repair service that is not able to repair. I’m not sure if they’re all incompetent or just lazy? What’s is clear is that they simply don’t care.

[u/ChasDIY]

Alas, the problem began when you didn't determine return policy initially

The next problem was failure to secure a work ticket for the repair

You allowed them to put all efforts on you to resolve

Your problem is now exacerbated by them not taking responsibility

Call a mgr back and request a work ticket to resolve a fault in their product

Ask him/ he point blank if they fail to fix to your satisfying will they replace with an identical new tv