Dear Mr. CEO**My name is Salomon Mizrahi, and am really upset with the way Samsung Customer service is working my case.*On Aug ** I call to exchange or repair my Level U pro headphones, cause it was not working on one side.*Aug **, I receive a Label to ship my headphones to your company, and I did.*Aug **, received an email thanking me for using your services,*Aug **, received an email, asking for proof of purchase to be sent by fax (not email), and I fax it the very same day.*August **, call to check if it was received, and told me that if I sent it they should have it. I have the proof from my fax, date, time, how many pages and receipt.*Sep *, they have not received the fax, so asked for an email to send it again, I sent the proof of purchase by email to *****@***.com*Sept *, Call again to check that they received it, and yes they did.*Sept **, Call to check on the status and told me that it has been escalated to rush it. ** mins call*Sept. ** Call again cause they put me on hold and did not know what was going on.*Sept **, Call again, ** mins call, I have already spoken to * different people, including a Supervisor, who finally told me that it was going out on the very next day, and will arrive today Sep ** to my home, they were going to send me a tracking number that I have not received as of today.*Sept **, Call ** mins, no one knows when it will be shipped the are waiting for an email from the case management, which has not happened yet. the call drops again.*Sept **, Call again, * mins call and asked for a Supervisor, put me on hold, no one picked up the phone.*Sept **, Call again, * hour and ** mins. talked to * people, they were going to escalated and expedite it. Nothing happened.*Sept **, Again ** mins call, they need answers for superior, asked for a supervisor and not a straight answer.*Sept **, *:** mins call, spoke to * people, they are going to escalate and rush my replacement but it will take * to * business days to get the tracking number, and then will send the replacement. Line dropped again.*Sept **: ** mins call, talked to * people, one of them a supervisor, who told me the same thing. * to * business days to get the tracking number, and then ship it. So, by the end of the months, I might have the headphones with me.**First of all I an really upset, that have not received an email or phone call from Samsung explain the situation.*Apparently customer service, case management, and replacement department, do not write anything in the computer to know what is going on, because one has to explain since start to end to each of them, but no one give you a straight answer.*My time is as precious as Samsung time, so if I am on the phone for that many hours, I do not do my work that produces me money. *There are some people that doesn't even speak English well, you have to ask for someone else.*If it was for me, I will fire everyone of them and look for people who really want to work and solve problems.*I do not know if this letter will get to the CEO or another person that might do what the people I have been talking to, have done. But for sure, I am one of those customers really upset, who will not use Samsung products again,**Best regards,**Sincerely**Salomon Mizrahi
GetHuman1160400 did not yet indicate what Samsung should do to make this right.