• Report: #1126925
Complaint Review:

Samsung Canada

  • Submitted: Thu, February 27, 2014
  • Updated: Thu, February 27, 2014

  • Reported By: JohnMclane — Ottawa Ontario
Samsung Canada
PO Box 303 STN Streetsville Mississauga, Ontario Canada

Samsung Canada Worst Customer Service ever encountered Mississauga Ontario Canada

*Consumer Comment: What, exactly, was the "deception?"

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I purchased a new front load washer and dryer about 2 years ago.

a few days ago, my front load washer (which I paid close to a $1000 for) would not work since the door could not lock.  I looked up my warranty and noticed that it was not covered anymore (1rst deception).  I looked up the problem on the Internet and it seemed simple enough to repair but I was amazed that this seems to be a recurring problem.  In fact, the problem is due to the latch part# DC34-00024B.  We are a family of 4 and when the washer breaks down, it is quite important.

I had no choice to purchase the part for about $100 at the closest appliance parts dealer and repaired the washer myself.  2 surprises were waiting for me. 1- When I removed the faulty latch part from my washer, it was completely falling apart.  We do not abuse our appliances and this is very unusual for 2 years usage. 2- The new Samsung part was a bit different.  It almost looks like Samsung changed the design when they found out that this part was originally flawed.

Having worked in public relations in my career, I decided to prepare a business case to get Samsung to hear my case.  I then sent Samsung Canada a message explaining my situation and to ask them to reimburse me the cost of my repair ($100).  Please do notice that if I had to call a repair center to replace the part, it would have cost me over $250.  To my surprise, Samsung Canada replied the same day stating: "We are sorry; I have double checked the information on your behalf and see that there are no known or reported issues with this model."  Furthermore: "If the issue persists, we recommend you get back to us with the below details".  So I did send them more info about myself and my model number and serial number. 

And that is when it all went down the hill.

After replying to Samsung Canada, I decided to call them up to make sure they received my reply.  I was told that they did but that my appliance was out of warranty (which I already knew).  I knew I was not going to get anywhere with the first level of customer service and asked to be escalated.  I was given a ticket number and was redirected to the infamous Executive Customer Relations Department. 

I spoke to "Jesse" and explained that I was very disappointed in their product and was asking them to pay me back the $100 it cost me to repair my washer.  I really feel that an appliance like a washer should never break down in such a short period of time.  I even explained that I paid a fraction of what the Samsung appliances for my previous washer and dryer and it took 15 years for them to break down the first time around.  You need to understand that most companies (probably smaller companies) would be happy to know more about the quality of their products and would have made an effort to satisfy an unsatisfied client; but not Samsung. 

The rep told me that he could not give out $100 here and there just like that.  To him it did not make any sense.  I let him know how unsatisfied I was and how worried I was.  What am I supposed to expect next from this washer?  What else is going to break down? I was getting very frustrated with "Jesse" and asked to speak to his manager.  He first told me that managers would not take calls directly and then told me that he was the one supposed to settle this ticket.  Not taking this as an answer, I still asked for my case to be escalated higher up the food chain.  I agreed and took down my information and told me that I was to be contacted within 24 hours.

Being a good sport, I gave them a week before calling them up.

Another disappointment was waiting for me.  I was told that my ticket got cancelled.  CANCELLED!!!!!   Samsung Canada really does not care about their customers!  I got escalated back to the Executive Customer Relations Department to let them know that they are a bunch of liars when they state: "We deeply value your loyalty to Samsung and are committed to provide you with the highest level of customer service".  This is taken directly from the reply I received from Samsung on day 1.  Here is another good one: "Our goal is to provide our customers with the best customer service possible. Please complete the following customer service survey based on customer experience with your agent.
Your feedback will enable us to see how we're doing overall and find out how we can improve."

I encountered problems with products before in my life and dealt with many companies.  The majority does understand what it means to offer excellent customer service.

Now, here I am and here is what it is going to cost Samsung Canada for not taking care of their customers properly.

- I will never purchase Samsung electronics ever again. (Thousands of dollars lost)

- I will make sure that all my friends and family members are aware of this and that they stay clear from Samsung Electronics products (many more thousands of dollars lost again)

- I am writing this report about my experience and will make sure that as many people are aware of the bad customer service Samsung Canada offers.

You see Samsung, $100 now does not sound too expensive to resolve an issue now does it??

I will keep on crusading against bad companies like yours.


This report was posted on Ripoff Report on 02/27/2014 06:52 AM and is a permanent record located here: http://www.ripoffreport.com/reports/samsung-canada/mississauga-ontario-l5m-9z9/samsung-canada-worst-customer-service-ever-encountered-mississauga-ontario-canada-1126925. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

What, exactly, was the "deception?"

AUTHOR: Ken - ()

"  I looked up my warranty and noticed that it was not covered anymore (1st deception)."

Did they deceive you about the warranty terms?  Did they fail to live up to the terms of the WRITTEN warranty, including the length of it?  A WRITTEN warrant outlines what is covered and for how long.  They are under NO obligation to provide free repairs outside those terms.  Most manufacturers also reserve the right to revise, or improve products with no obligation to update previous models.  Sounds like you had the machine for "about two years" and the warranty was for one year...right?

Many manufacturers will often help with repairs if they occur very shortly after the warranty expires, but not a year or more later.  I don't see the Ripoff here. Perhaps, when you bought it, you should have opted for an extended warranty.

BTW..what was the 2nd deception, if any?

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