Help Needed Dealing with Samsung Support for New TV Damaged on Delivery

LcmackOTI on 30/10/2022 - 16:29
Last edited 30/10/2022 - 16:30

Alternate post title: Buying a TV from the Samsung EPP portal - never, ever, ever again.

Hi all,

I’m having a huge amount of difficulty dealing with Samsung support after buying a 75” QN95B direct via the Samsung EPP portal, and having the panel arrive damaged. Samsung accepted the panel was damaged in shipping, and agreed to replace it. So far so good.

It’s all been downhill since that RMA request.

Samsung support are completely unresponsive, and I’ve had to chase their support staff every step of the way. It’s been months since I bought the damn thing, and I got so frustrated after about 3 months that I changed my replacement request to a refund request. It’s now been over a month since that request was accepted, and I still don’t have the money back in my account.

So now here I am over 4 months later, still no TV, and a $4,000+ hole in my bank account.

I’ve had a read through some other peoples’ Samsung experiences on the forums prior to my own experience, and I have to admit I thought to myself, noooo that couldn’t happen to me… But now I’m trapped in the same Samsung support hellscape. Karma, perhaps.

I’m wondering what my next move is? I live in Victoria; do I have to go to Consumer Affairs to get some sort of movement here? Is there another path I can travel inside the bowels of Samsung support?

No matter the outcome, Samsung have lost me as a customer for life. This is hands down the absolute worst customer support experience I’ve ever had the displeasure of going through, and the runner up isn’t even close.

Timeline:

  • Purchased TV online via Samsung EPP on 21/06/2022.
  • TV delivered by ANC couriers on 7/07/2022, +16 days.
  • Samsung notified via phone and email that TV was damaged on 8/07/2022, received RMA, +1 day.
  • TV picked up for return by ANC couriers on 3/08/2022, +26 days
  • Received POD from courier on 4/08/2022, +1 day.
  • Escalation request on progress of replacement 6/09/22, +33 days
  • Changed replacement request to refund request on 27/09/22 after not hearing anything back; refund request accepted by Samsung, +21 days
  • Requested update on refund 15/10/22, told back office had an issue but no one bothered to tell me, +18 days
  • Still no refund today, 30/10/22, +15 days.

Total time from initial order to today: 131 days.

Electrical & Electronics Samsung

Comments

  • loulou1 on 30/10/2022 - 16:34
    +5

    Credit card chargeback?

    • cmackOTI on 30/10/2022 - 16:42

      Ohh I hadn’t considered that, I’ll have a chat to my bank tomorrow. Thanks!

      • John Kimble on 30/10/2022 - 18:06
        +2

        Better get your skates on, the chargeback window is usually 120 days from the transaction date, you might be able to argue from the date of delivery, which by my calculations is 115 days ago…

  • 87percent on 30/10/2022 - 16:39

    They’re useless.. you either get what you ordered super quick, or it takes AGES.

    • cmackOTI on 30/10/2022 - 16:43

      Yep, that’s been my experience. I naively thought that as a large global company they’d have their processes sorted out for things like this that are a regular part of doing business, but NOPE!

      • thatonethere on 30/10/2022 - 17:34

        My experience is that Samsung Support in Australia - staff treat the job like a hobby

        • [Deactivated] on 30/10/2022 - 18:14

          I wonder how much the Samsung Support employees hobbyists are paid?

  • AndyC1 on 30/10/2022 - 17:21
    +1

    CC chargeback as they have had way too long to sort it out.

  • plmko on 30/10/2022 - 17:22

    Good luck that's a normal experience. They'll say something but nothing happens.

  • solidussnake on 30/10/2022 - 17:35
    +2

    Yikes sounds like a typical Samsung nightmare, charge back, Fair trading then VCAT etc

    Have you tried messaging Samsung on Facebook ??

  • Xistn on 31/10/2022 - 08:29
    -1

    If you first don't succeed…. bikies.

  • cmackOTI on 31/10/2022 - 19:39

    Righto, fired the following off into the void, more for a documentation trail than anything else. Let’s see what happens.

    ———-

    Hello Support,

    Please advise progress since your reply of 15 October 2022 on the resolution of the ‘system error’, per your previous email, which you advised had prevented my refund being processed - it has been 14 days since you advised ’higher management’ had become involved.

    Please note that as it has been over 30 days since my refund request was accepted, I will request a chargeback from my bank if I have not received my refund by the end of this working week, Friday 4 November 2022.

    Note that I received proof of delivery from the courier engaged to return the goods to Samsung on 4 August 2022, meaning this Friday will mark 3 months since the goods were confirmed returned.

    This is unacceptable.

    Thank you in advance for your efforts to expedite my refund and bring this matter to a conclusion.

  • chris666 on 31/10/2022 - 22:25

    After dealing with their terrible support with my wife's watch 4 we sold all our Samsung products and are done with them

  • sureshpinni2 on 04/11/2022 - 08:43

    I went through this similar situation for 4.5 months and finally had my refund processed by Samsung.
    Made about 40-50 calls over this period to get this moving but nothing happened from my end.
    Finally lodged a complaint with NSW Fairtrading, the department triaged it with Samsung and I believe I got my refund credited in 10 days.

    I would suggest you to go via this path and explain your experience to Fairtrading so they can help you.

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