I am writing to you because I purchased my Samsung POWERbot from your website and have...

GetHuman-atlreed's customer service issue with Amazon from August 2018

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I am writing to you because I purchased my Samsung POWERbot from your website and have NOT had any satisfaction in dealing with Samsung with my problem. Since you have Samsung as one of your trusted companies, I hope that you will help in a resolution to this problem.*On **********, I purchased the Samsung POWERbot R**** Turbo Robot Vacuum from your site for a price of $***.** (Order* ***-*******-******). Since that purchase, this is what has transpired since that time and what has forced me to now seek your help.********: I called Samsung because the back wheel of the vacuum was not working properly. I was told to mail the unit to Samsung repair in Riverdale, NJ (Ticket Number **********). The vacuum was returned on *******. The wheel had been repaired BUT now the WiFi was not working. There was no way to connect the vacuum to Alexa nor to the Samsung App which you use to program the path of the vacuum. I called Samsung again, they walked me through some steps to correct the problem, but it would not work. They said to again send the unit back to NJ.********: I sent the vacuum back to Samsung Repair in NJ to fix the WIFI problem (ticket * **********).*******: Vacuum was returned to my home. Checked it out, only to find that the WIFI still did not work. I called Samsung Customer Service again. Again, they tried to repair the problem over the phone, with no result. So, again, they said to return the unit to Samsung Repair in NJ.*******: I sent the vacuum back to Samsung Repair in NJ to fix the WIFI problem (ticket ***********).********: I received an email from Samsung stating that they were repairing the unit and I should expect it to be repaired in the next * days.********: I had not heard anything nor received my vacuum. I called Samsung Customer Service and was told that the unit was sent for an EXCHANGE Order (Ticket Number: **********) and that I would hear in ** to ** business days.********: I still had not heard nor received my vacuum. I spoke with Dezrae in Customer Service, she stated that the EXCHANGE had been canceled (she didn’t know the reason) and that she would reinstate the EXCHANGE and I would hear between ** and ** business days by phone.********: I still had not heard nor received my vacuum. This time I spoke with Rajivsa who said again that the EXCHANGE had been canceled and told me to call the EXCHANGE DEPT.********: I called the EXCHANGE DEPT and spoke with Tyonna who told me that she would reopen the EXCHANGE for my unit and that the other CSRs couldn’t do it because they were not supervisors, but that she was supervisors and could get it done and would expedite the procedure because I had waited for so long. She even sent me a verification email to assure me that this was going to be done:***********, hello this is Tyonna in the case management department and I will be getting your exchange reopened and submitted. Best Regards, Tyonna P. * CASE MANAGEMENT Samsung Electronics America , Inc.*(TF) *-***-SAMSUNG *****@***.com***It is now August **th, **** and I have still not heard from Samsung. I don’t have my unit, I’m done with calling them because all they do is lie and pass me onto another representative who promises results. At this point, I want my money returned, I don’t want to deal with such a disreputable company. I understand that products break, but the strength of a company is in their Customer Service and Samsung has proven to me that they are not a good and honorable company.*After spending close to $**** for this product, I got to use it for about * months. Since they never returned even a broken unit, I have nothing to return but the charger and the remote. Basically, Samsung has stolen my vacuum. I hope that the weight of AMAZON and your desire to only offer products from reputable companies will help me with this problem.**Thank you,*Elaine Reed**** Wekiva Preserve Drive*Apopka, FL *****
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Amazon

Customer service issue
Reported by GetHuman-atlreed
Aug 18th, 2018 - a yr ago
I have an issue with Amazon too
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GetHuman-atlreed started working on this issue
Aug 18th, 2018 1:33pm
GetHuman-atlreed indicated the issue is not fixed yet.
Aug 18th, 2018 3:01pm
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Aug 18th, 2018 11:18pm
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Aug 19th, 2018 3:04pm
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Aug 19th, 2018 5:28pm
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Aug 19th, 2018 5:51pm
GetHuman-atlreed indicated the issue is not fixed yet.
Aug 21st, 2018 6:47pm