My Samsung TV's Repeated Failures Left Me Frustrated

Sarp · 2024-07-20T01:13:35+03:00

I bought a Samsung television, but the LEDs started to malfunction right away. We asked for a new television, but Samsung insisted on replacing parts. After replacing the LED, we restarted using it, only for the main board to burn out. We requested a new TV once more, but Samsung chose to replace another part, this time a new main board. They were determined to keep replacing parts in this faulty TV. After the warranty expired, the television began to smoke and we heard explosions. My wife quickly unplugged it, avoiding a possible fire. We have a nine-month-old baby at home, and all they did was apologize. This brand no longer has any meaning to me! They don't care about the customers; their only concern is money! We called customer service and requested immediate assistance. The following day, a service technician arrived and reported that the LEDs had burned out and that there was a vertical band issue. The company offered to provide a new TV, but due to a halt in panel production, the cost would be ₺16,200. We refused to pay the amount. Samsung sold us a defective device and then demanded payment without accepting responsibility. We contacted the resolution centre. Mr. I** dismissed our complaint, claiming there was no documentation of previous work done on the TV. While other customer service representatives said they could see old service records, Mr. I** said he couldn't! He demanded to know who had provided this information. I argued that without documentation, they could claim that no work was completed! Even technical service personnel stated that customer service could access old records, but Mr. I** denied this, effectively demonstrating that Samsung does not archive their service history. We had documentation of the old television's servicing and sent it. When we submitted the documents, they still requested payment and offered a 20% discount. This process has shaken our confidence in Samsung. We will discuss our experience with Samsung's international authorities. We will exercise our legal rights and document our experiences on social media.

Sarp

Additionally, I would like to provide a bit more detail about the customer service representative, Mr. Ibrahim, at the solution center. He does not care about the customer's grievances in order to protect Samsung. Moreover, his manner of speaking and tone do not represent a corporate company like Samsung. He questions the information given to the customer by his colleagues, asking the customer (us) for the names of his colleagues in a "who told you this, name them" manner. He does not trust his own customer service team or the customer's statements. He constantly says that voice recordings are being listened to. If we did not have the old service record, he seems like someone who could say they did not perform the service. Additionally, he asks for documents to prevent the customer from taking legal action and conveys Samsung management's response to our request over the phone instead of via email to avoid legal repercussions. He insists that they cannot send the response to our request via email. I will ask the international headquarters if it is so easy to present an undocumented document to the consumer in an illegal manner and to destroy old service records. You are required to provide a written document! I will email the central management about auditing Samsung Turkey and inform them that old service records are being destroyed, that written information is not provided to the customer, and question the ethics of Mr. Ibrahim asking the customer for the names of his colleagues and belittling our grievances by asking for documents from us! I will email from the CEO of Samsung to the lowest level, sharing every detail of our grievances and stating that Samsung Turkey is not reliable and urgently needs to be audited.

Sarp

Additionally, I would like to provide more details about Mr.İbrahim, the customer representative at the solution center. He does not care about the customer’s grievance in order to protect Samsung. Furthermore, his speech and demeanor do not represent a corporate company like Samsung. By questioning the information given to the customer by his colleagues, he asks for names in a manner like, “Who told you this? Give me their names.” He does not trust his own customer service nor the customer’s statement. He keeps saying that the voice recordings are being listened to. If we did not have the old service record document, he seems like someone who would say, “We didn’t do this service.” Additionally, he asks for documents to prevent the customer from going to court and says that Samsung management responds to our requests over the phone, not via email, to avoid legal issues. He insists that they cannot send their response to our request via email. I will ask the international headquarters if it is so easy to present an undocumented response to a consumer in an illegal manner and to destroy old service records. You are required to provide a written document! I will email the headquarters about the inspection of Samsung Turkey, stating that old service records have been destroyed, and that no written information is provided to the customer. Is it ethical for İbrahim Bey to ask for the names of his colleagues from the customer, belittling our grievance and asking for documents from us? I will email from the CEO of Samsung to the lowest level, emphasizing that Samsung Turkey is not reliable, that immediate inspection is needed, and sharing our grievance in the smallest detail.