Andrew Swope**** Mt Carmel Road*Clever, MO ******(old address *** W. Crestwick Nixa, MO...

GetHuman-aswope's customer service issue with Samsung from September 2018

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Andrew Swope**** Mt Carmel Road*Clever, MO ******(old address *** W. Crestwick Nixa, MO *****)****-***-******Date of this letter: ******* currently ** days and counting.**To: Anyone at Samsung that will listen**Issue: Deplorable Customer Service**History:*I would like to begin by listing Samsung products that I currently own, or have owned over the last ** years.*VCR** LED TVs. **, **, **, ***French Door **' cubic foot Refrigerator *Laptop** Tablets **.*”*Blue Ray player*DVD player*Camcorder digital*Vacuum Cleaner*Washer Dryer set front load** cell phones over the years **I used to work at Best Buy and recommended Samsung over any other brand save Toshiba. I have throughout my work experience been responsible for recommending various electronic equipment. One of the largest was helping a ** room motel in Branson Missouri with the purchase of Televisions, all Samsung. Two Churches added ** Televisions and DVD players, all Samsung. The multiple friends and family that have asked for my recommendation. I have a degree in Broadcast Television Communications. I have played the Customer Service game much of my life. And the story you are about to read has made me swear off Samsung and will begin looking for a company that can provide Customer Service.**Would like to give an account of what has transpired over the last three repairs of my vacuum cleaner.*My wife and I purchased the vacuum cleaner nearly * years ago from Sears. It has a * year warranty. Model number is SU**F**SB VU**F**SBBT*AA. Serial number *AEW*FEF******P.**Note about usage. My first house had carpet in one small bedroom, living room and **' hallway. Rest of the house was wood floor. Second house (only been in my second house for about * months now), has * small bedrooms with carpet and some throw rugs. The rest is wood floor. So not a huge amount of use.**First Repair: Do not honestly remember when, but it should be in your records. Issue was brush roller not working if I remember correctly, but it has been awhile. Spent a lot of time on the phone, was told I had to take it to a local repair shop, okay, had no problem with that. They looked, no local repair shop in my area. Had to call me back the next day to find out where it was going to go. Next day got a call, it needed to be shipped to New Jersey. They told me to ship it, I said no, you pay for the shipping. After all its under warranty. A manager agreed, and sent me a UPS shipping label. Off it went. Got a call about a week later, the repair shop needed the Serial Number. Odd since they had the until in the shop in question. Luckily I had the serial number and sent it on. Got it back about * to * weeks later.**Second Repair: Around ******. This is where my nightmare over a ***.** vacuum begins. Issue was the latch on the bag-less canister broke so it would no longer latch to the vacuum. Started with online service, they said I had to bring it to a local shop, I replied that is impossible since the only repair shop I can send it to is in New Jersey, was asked to drive there, I replied with only if you are paying my hotel, gas, food, time off work and car rental. They replied with what are you talking about. Apparently some of your employees do not understand distance involved from Missouri to New Jersey. Was told they would have to send it to some department and would contact me on the next day. Next day I get a call and same as before, I get a UPS shipping label. I remember clearly asking if they need the whole vacuum or just the canister. Was told just the canister. Fine, sent the canister. Two weeks later here comes the canister back, still not fixed. Called customer service to find out what the **** happened. Apparently the repair shop did not have a serial number. There is no serial number on the canister, no model number, nothing. However, the model number of the vacuum and the serial number was on the paperwork that was sent to the repair shop. And I have to believe Samsung would have sent the information to the repair center as well. Fine, got another UPS shipping label and filled out more paper work with serial number and sent it on. Got a call from the repair center that they need the model number and serial number. They told me it was not on the canister. No it was not, but the paperwork with it has the information on it. Well they cant use it for some reason, had to call Samsung. Called Samsung got someone that had me take a picture of the vacuum model number and serial number, (which matched what I sent, and matched what Samsung sent). I took about * to * photos and sent them all to the Samsung Customer Service agent who emailed them to the repair center. **Now I have a few issues with this, why did the repair center call me for that information when Samsung had the information from the last repair, and it was sent to the same repair place so they should have a record of it as well? Why should I, the customer, have to keep providing information that is already in your system? Do you not have computers at your in bound call centers?**Finally get the vacuum canister back.**Third Repair*Exchange*Refund: Vacuum cleaner broke on July **th or **th of ****. A part inside the extendable wand flex tube broke.**. Called Customer Service on the **th, went through the same song and dance about where to take my vacuum cleaner to get fixed. Was told that I needed to take to either Chicago or New Jersey. I said no, and told them to just send me the UPS shipping label like the last two times. Was told she can't do that, but will be happy to have someone call me in the next day or two to see what can be done. I hung up, decided to go online and try Samsung online help. Got the same answer, tried Samsung messenger on Facebook and actually got somewhere. Lou asked me for a service number, told them I don't have one yet because they have call me at a later time to start the whole process all over again. Lou asked for the model number and serial number, sent a photo, Lou pulled through and got me the first repair number *********. Got the email with the UPS label and sent it out on the **th. In the box I put the paperwork with serial number, model number, taped it to the vacuum, put it on the box, and even sent a photo of the serial number, model number even though they actually had the vacuum cleaner with that information on the vacuum and should have gotten it from Samsung. Got a message from Jamie on July **th asking if I had any other questions, I asked if the repair center needs the serial number, model number again and stated I have very low expectations on the outcome, and was proven right as you will see below. Was told all that information has been sent to the technician.**. Starting to wonder where my vacuum is, around August **th, did the online Customer Service and was told that they ordered parts and should be fixed soon. Called again around the **th of September. Was told yes it has been fixed and it should be delivered in about * working days. Then I get a message on messenger from Samsung Support on the **st that says “Hello, Andrew. It looks like the part needed for the repair is on Back order. We would like to request an exchange of the unit. Do I have your consent to submit the paperwork? Justin”. I said sure. Ticket number **********. Then I called to complain that was told, TOLD it was fixed and being sent back, so what was going on with my vacuum. Was told it had not be repaired and it was a mistake on the service repair company. So I was lied to, either by a Customer Service agent wanting me off the phone, or the service repair company. What makes it worse is no one has apologized about that. Lying to a customer is one of the worst sins you can do as a company.**. Called the Customer service department again on the **th to find out where the vacuum was. The Customer Service Agent told me it has been sent to the Exchange department and should take * business days, and if I would like a call from that department that they can have them call me the next day. Which was a Friday before a holiday, and did not expect any such call, but said sure. Tuesday rolls around, Sept *nd. Went to Samsung Customer service on Facebook to ask where was my phone call? Did not get a response. So I called on Sept *rd.**. Sept *rd, Called the Customer Service line, tried to transfer to the Exchange Team Department, but was told they don't take inbound calls. Really. Asked for a manager, waited on hold for thirty mins before I was informed that the manager did not want to talk to me. Was told my vacuum had not been released yet by the Exchange Team. No clue as to when it would. But was assured it would not take that long. I informed the Customer Service person I have been waiting since July to have my vacuum back, and here it is September. Asked for the manager again and was told again that they are too busy, got frustrated and hung up.**. Sept *th called Customer Service line again, asked for a manger, refused to talk to the person that answered save basic information, name, phone number, address, which should be all in front of them since your system knows my first name when I call. Finally got a manager. Informed him of the whole history of what has happened and the fact that I have had to borrow a neighbors vacuum for the last ** days (at the time of this call). My closest neighbor is about *** yards from my house, that's if I want to walk through a field to get there. (Feel free to look at Google Maps if you think I'm lying. The address shows in a field, my house is to the left next to Gladiola Lane. House across the street is abandoned.) He told me that the exchange had been released as of the **st. Odd, was just told on the *rd that it was not released. So somebody back dated the request. And I was lied to, again. Manager informed me that it will take another * to * business days to finalize the order, and another ** to ** days for it to be delivered. I was furious. The ticket number ********** was issued on August **st, and it still had not been processed. Manager was not very accommodating in trying to speed things up since I still had no vacuum since July **th.**. Sept **th I get a message from Samsung Support on Facebook saying “Hello, Andrew. It looks like there is no inventory for the exchange to be processed. We would like to submit a refund request in the amount of ***.**. May I submit this request?” Problem is I was at sea on a cruise and did not get the message until Sept **th. So that delay is all me. (* days out of ** at this point) I said yes.**. Sept **th Checked my messages on my phone, and had a call on Sept **th from Samsung Refund Department. They wanted me to call them back. So I did. Called Samsung Customer Service and was promptly told that the Refund Department does not take inbound calls. I told them I got a call from them, they left a message to CALL THEM BACK. Was told again that they don't take inbound calls. Asked to talk to a manager, again I wait. When I get a manager I have to explain the whole history all over again. I am very tired of explaining this every time I call. I asked the manager if Samsung has On Demand Inventory, since you should know in a few seconds if you have any in stock, but it took from AUGUST **ST TO SEPTEMBER **TH TO FIND OUT IF YOU HAVE A VACUUM CLEANER IN STOCK. Was told again it will take * to * business days to send it through the system, and another ** days to be sent. I asked a very simple question, if it has been discovered that you don't have a vacuum to exchange, then shouldn't it kick out a refund and expedite it to the customer? Frustrated, I hung up. I am getting no help from anyone. On Samsung Customer Support I get a message “I have submitted the refund under the ticket number, **********. It will take about * business days to obtain approval. Question, shouldn't it already be approved since you don't have any in stock?**So let me summarize.*Called for repair.*Told I'll get called back to set up.*Did not get called back.*Facebook Customer Support sets up repair.*I call for status and told it is fixed and on the way.*Get contacted that it can't be fixed, will have to be exchanged.*I call for update on what is going on.*Told it will take a bit, but will be sent out.*Get contacted that there is no inventory.*Asked if I want refund.*Waiting......**It is now *******, ** days since this has started, and I have no idea if I will ever get a refund.**I have been a loyal Samsung Customer. After all this, what do you think the odds will be of me buying or recommending a Samsung product?**Very Frustrated*Andrew Swope****-***-****
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Customer service issue
Reported by GetHuman-aswope
Sep 21st, 2018 - 6 mons ago
I have an issue with Samsung too
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Sep 21st, 2018 3:56am