“Samsung: We do not trust our customers!”
A little over a year ago, I bought a 22 "Samsung monitor. Over the year, it worked perfectly, and there were no complaints about it. But a few weeks ago, ripples appeared on the monitor. Every 5 centimeters, vertical stripes a few centimeters wide appeared, and the whole black the text on a white background that fell into these bands was displayed with ripples.Since
Samsung gives a 3-year warranty on its products, I was not upset and called the service center, where they told me that they would fix it quickly. (Before going to the service , I googled and found out that such a problem arose often speaks at Samsung monitors after a year of operation, and all customers who show a defect change the matrix.) But then a long story begins ...
After choosing the Corso authorized service center convenient for location on the Samsung website, I handed it over for repair. For over a week, my monitor was being repaired. When I arrived to pick it up, they told me that the master tested it for a long time but couldn’t notice the defect ... At the same time, the employee showed me the “serviceability” of the monitor in a picture like this:
When I asked you to turn on some kind of text editor on a white background, I’m in boorish form and in a raised voice was refused ...
Because I did not like such a repair result, I began to refuse to pick up the monitor in this condition. After much debate, I decided to call the samsung hotline.
Having dialed the number, I told the employee about the whole problem that arose and asked me to help. After listening to my story, an employee of the samsung hotline said that: “we trust ONLY our authorized service centers, and if they say that the equipment is working, then it is working.” With such a phrase, I was frankly shocked ... When asked what to do next with a faulty monitor, I was given the answer that I can contact another service center or conduct an independent examination ...
Without hesitation, I took the monitor from this service center, and the next day he took him to another Samsung plaza service center. Telling the receptionist about the problem, the monitor was accepted for repair and I began to wait.
A week later, I received an SMS that the repair was completed. The next day I went to the service center, where I again found out that the defect was not detected, and at the same time they demanded that I pay for the diagnostics of the monitor. (although when handing over the monitor for repair, I specifically asked if I would have to pay anything, and the employee said no, I only asked for a receipt for delivery of the monitor so that the employee would make sure that the warranty had not expired). To my question, on the basis of which I should pay the cost of diagnostics, I was shown a line in a paper signed by me, which read: “The client is obliged to pay for diagnostics if a violation of the operating rules was discovered and the monitor was removed from the warranty service.” To my natural question, where in the conclusion about the diagnostic result is written,
Then I decided to call the samsung hotline again, and again telling the story, they again answered me with the phrase: “we trust ONLY our authorized service centers, and if they say that the equipment is working, then it is working” ... Realizing that to achieve anything from samsunga the phone is not possible, I paid the cost of diagnosis and took the monitor.
We must pay tribute to the employee of the reception department that our entire dispute was very correct and cultural, in contrast to communication with the employee of the Corso service center.
Arriving home, I wrote a letter as an employee of the reception department advised me, to the customer service department, and a couple of days later they returned the money I paid for the diagnosis (many thanks to Eugenia for helping me solve the problem). At the same time, I attached a photo taken with the camera from the monitor screen,
which clearly shows how the letters began to float, and understand what the letter “i” or “l” is and how many are simply not possible ... Previously, the letters were separated by white pixels, but now everything merge.
As a result, realizing that I did not have the time and desire to drag the monitor around the service centers, I bought a new monitor. But I don’t know what to do with it ... or rather I know that I have to go to court, but I don’t have time for that ...
I know that there is a Samsung blog on Habré and there are company representatives here, maybe you can help solve this problem?
Considering that recently I have purchased a lot of Samsung equipment, I am afraid that if any other equipment fails, I will again encounter non-professionalism of service center employees. Therefore, I decided to prepare a letter in the next couple of days with a story about the quality of work of the Samsung representative office in Russia with clients, and send it to the main office in Korea.
Samsung gives a 3-year warranty on its products, I was not upset and called the service center, where they told me that they would fix it quickly. (Before going to the service , I googled and found out that such a problem arose often speaks at Samsung monitors after a year of operation, and all customers who show a defect change the matrix.) But then a long story begins ...
After choosing the Corso authorized service center convenient for location on the Samsung website, I handed it over for repair. For over a week, my monitor was being repaired. When I arrived to pick it up, they told me that the master tested it for a long time but couldn’t notice the defect ... At the same time, the employee showed me the “serviceability” of the monitor in a picture like this:
When I asked you to turn on some kind of text editor on a white background, I’m in boorish form and in a raised voice was refused ...
Because I did not like such a repair result, I began to refuse to pick up the monitor in this condition. After much debate, I decided to call the samsung hotline.
Having dialed the number, I told the employee about the whole problem that arose and asked me to help. After listening to my story, an employee of the samsung hotline said that: “we trust ONLY our authorized service centers, and if they say that the equipment is working, then it is working.” With such a phrase, I was frankly shocked ... When asked what to do next with a faulty monitor, I was given the answer that I can contact another service center or conduct an independent examination ...
Without hesitation, I took the monitor from this service center, and the next day he took him to another Samsung plaza service center. Telling the receptionist about the problem, the monitor was accepted for repair and I began to wait.
A week later, I received an SMS that the repair was completed. The next day I went to the service center, where I again found out that the defect was not detected, and at the same time they demanded that I pay for the diagnostics of the monitor. (although when handing over the monitor for repair, I specifically asked if I would have to pay anything, and the employee said no, I only asked for a receipt for delivery of the monitor so that the employee would make sure that the warranty had not expired). To my question, on the basis of which I should pay the cost of diagnostics, I was shown a line in a paper signed by me, which read: “The client is obliged to pay for diagnostics if a violation of the operating rules was discovered and the monitor was removed from the warranty service.” To my natural question, where in the conclusion about the diagnostic result is written,
Then I decided to call the samsung hotline again, and again telling the story, they again answered me with the phrase: “we trust ONLY our authorized service centers, and if they say that the equipment is working, then it is working” ... Realizing that to achieve anything from samsunga the phone is not possible, I paid the cost of diagnosis and took the monitor.
We must pay tribute to the employee of the reception department that our entire dispute was very correct and cultural, in contrast to communication with the employee of the Corso service center.
Arriving home, I wrote a letter as an employee of the reception department advised me, to the customer service department, and a couple of days later they returned the money I paid for the diagnosis (many thanks to Eugenia for helping me solve the problem). At the same time, I attached a photo taken with the camera from the monitor screen,
which clearly shows how the letters began to float, and understand what the letter “i” or “l” is and how many are simply not possible ... Previously, the letters were separated by white pixels, but now everything merge.
As a result, realizing that I did not have the time and desire to drag the monitor around the service centers, I bought a new monitor. But I don’t know what to do with it ... or rather I know that I have to go to court, but I don’t have time for that ...
I know that there is a Samsung blog on Habré and there are company representatives here, maybe you can help solve this problem?
Considering that recently I have purchased a lot of Samsung equipment, I am afraid that if any other equipment fails, I will again encounter non-professionalism of service center employees. Therefore, I decided to prepare a letter in the next couple of days with a story about the quality of work of the Samsung representative office in Russia with clients, and send it to the main office in Korea.