My complaint:
My tv just switched off in the middle of viewing. It’s a 65’ smart tv with a one connect box . I contacted Samsung South Africa and they gave me their agent contact information so I could take the tv there for in warranty repair since it was just a couple of months since I bought it. The agents displayed questionable behaviour as they stalled with the assessment, asking us to bring this and that, which wr did. After following up on them a couple of times they finally responded saying our unit had missing components and a burnt cable or something, so they couldn’t repair in warranty. They sent a bill of R12k, but we disputed it saying if anything went missing it happened at the agent workshop and we cannot pay for that. We then called Samsung HQ in South Africa and at first they just sided with the agent but we didn’t back down seeing how everything went down and knowing confidently it was intact when we took it there. Now they are stalling again, the lady I dealt with avoiding my calls. They don’t want to take responsibility as they gave us the agent contact themselves and it seems the agent is unfortunately not honest. It has been 5 months since we sent the tv there, about almost 3,5 months of that the HQ guys are dodging. Several emails have gone unanswered.
Suggested solution:
They should fix my tv in warranty and launch an investigation into the so called agents. It could have happened to a lot of other people, only that I’m not one who backs down easily.
