Faulty Samsung QLED Q60B and, Broken Promises

Emine · 2023-11-18T06:11:04+03:00

I recently bought a Samsung QLED Q60B television and was overjoyed until the nightmare began. During the installation, your technician noticed a crack in the screen. He oddly left the room with the box after assuring me that Samsung values customer satisfaction and would replace it. Later, he mentioned preparing a report on the damage and promised to return to the car to do so. I signed the report while distracted by my small child, not realizing it stated only box damage. This critical information was not communicated either during or after the setup. When I contacted your support team for a resolution, they dismissively redirected me to the retailer, claiming that the problem is theirs. If this problem is not resolved quickly, I will take legal action to protect my rights. A reputable company, such as Samsung, should stand behind the products it sells. Unless this issue is resolved, my complaint will reach every corner.

Samsung

Dear Customer, First of all, thank you for choosing our company. Our complaint resolution center will contact you regarding your application. You can convey all kinds of information, suggestions, opinions, and solution requests related to our products and services through the contact us section. Sincerely, Samsung Electronics Turkey

Emine

Your resolution team has not contacted me yet, and even when I did speak with them, they were not solution-oriented. Your technical service passes the issue to the dealer, and the dealer passes it to the headquarters. As a victim of a product I do not use, I am the one dealing with it. The customer satisfaction that is praised during the sale becomes focused on dismissing the issue when a problem arises. The dealer says the headquarters is dismissing you, and the headquarters says the same thing about the dealer. In this situation, your boasted customer satisfaction turns out to be completely unfounded.

Emine

After having unproductive discussions with Mr. Hasan from the solution team, I would like to extend my gratitude to Mr. Cihan, who reached out to me from the solution team. I appreciate his attention, keeping me informed about every detail, and following up from resolving the issue to the product replacement and installation, and communicating everything to me. Working with professionals like Mr. Cihan, who instills confidence from the very first moment, enhances the value of a brand like Samsung. Having individuals like Mr. Hasan in your organization, however, can lead to customer loss.