Warranty Issues and Poor Customer Service from Samsung for Home Appliances
The home appliances that I ordered on July 14, 2021, were installed on August 11, 2021. The contract and representatives made it clear that the warranty would begin on the day of installation. We have dated video footage and messages confirming the installation date, but they say it's invalid and accuse us of lying about warranty coverage.
On July 23, 2024, we reported a problem with our dishwasher, assuming it was still under warranty, but they refused to cover it. We were misled and then charged. The dishwasher is valued between ₺18,000-₺19,000, but replacement costs exceeded ₺13,000.
The customer service representative repeatedly delayed our issue and even suggested we were lying. We offered to have our phones examined and asked them to look into the logistics firm's records, which clearly show the installation date. Samsung insists that the installation took place on the day of purchase. None of our issues has been resolved.
Despite having chosen Samsung for all of our home appliances, we are extremely disappointed with the way we have been treated. The company's system is extremely flawed.
Thank you.
Progress
The household appliances that I ordered on 14.07.2021 were installed on 11.08.2021. They told us in the contract and personally that the warranty would start on the installation day. We have a dated video recording of the installation day and messages confirming the installation, but despite this, they invalidated it and treated us like fools, saying that the warranty did not cover it and that we were lying. We reported a malfunction of our dishwasher on 23.07.2024, thinking we had a warranty, but they did not cover it.
We were victimized and were asked for money. The value of the machine is between 18,000-19,000 TL, and they quoted us a price of over 13,000 TL to replace it. What kind of working system is this where the customer service representative and the solution center kept postponing us and did not solve our problem, and even suggested that we might be lying? We offered to have our phones examined and asked them to check the shipping documents from the courier company they used, as everything is clear in the logistics firm. Samsung claimed that the installation was done on the day we purchased it. None of our issues were resolved. Despite preferring Samsung for all our household items, how can they treat customers this way? As a brand, your system is very poor. Shame on you.
