I would not purchase anything from Samsung directly. At least if you purchase from a store, you can call them and hold them accountable directly. This is not possible with Samsung, they can simply ignore you and you will have no recourse.
Purchased a TV and a soundbar for the World Cup 22 for about $5000. Soundbar never worked, sent in for repair twice, sent back "repaired" - same issue, twice. After a further 11 calls with no response or call back after the last repair I escalated to a manager and pushed for a resolution. Approval for replacement on 10/03/2023. Was told it would take 7-14 business days. Today is 20/05/2023 and all I get is "we will call you back within 1-2 business days" which never happens.
Heard nothing. Called and followed up twice a week ever since. Was told it was escalated, would be called back etc. Eventually refused to hang up the phone until I spoke to the VOC manager who assured me that he would update me soon. This repeated about 4 times. Has since ghosted me, doesn't reply to emails.
No soundbar, I don't have my money and every time I call Samsung I get the "will call you in 1-2 business days" response - I feel like I've been stolen from, from a massive company and it boggles me how this can happen with no recourse. I've had to lodge this with the Australian Fair Trade Commission, who have contacted Samsung, who have requested an "extension". Australian Fair Trade made it clear they cannot force a company to do anything and only a tribunal or court can do this.
Lifelong Samsung customer who owns their entire range from Galaxy phones to buds to gear, and I will never ever purchase anything Samsung again and will make sure I spread the word, not that it matters - I doubt they care they've lost a single customer.
Stay away, buyer beware. Straight up theft from consumer.
EDIT: Waiting on ACCC and then will apply to NCAT as I thought the ACCC may scare them into action but looking at the reports they already have on there, I doubt they will care. I've lost under $1000 but its purely for the principal. For others in the same boat, here is the link, they will make them pay, fee is $54
https://www.ncat.nsw.gov.au/case-types/consumers-and-busines…
Also, it boggles me how some are defending Samsung. They provided goods that was defective, took the defective goods and refused to return my money or give me another item. Its that simple. I myself have had good dealings with them with their phones etc, but it seems to be luck of the draw when buying from them directly and I will never purchase any big ticket item from them again.
The fact that I have to go to literal court to get my money back is ridiculous. Will update when I get my money back.
UPDATE: 25/05/2023. GAVE UP ON ACCC, LODGED WITH NCAT. COURT DATE ON 20/06/2023. LETS SEE WHAT HAPPENS. I ENCOURAGE OTHERS TO DO THE SAME
@Techie4066: Someone from the justice department contacted me for remediation with scorptec so it worked for me…