
Charles of Summerville, SC on Aug. 12, 2009
My Samsung RS 265LBWP refrigerator went bad, the Samsung Customer Service agent sent a tech to my home and when the tech called the "Samsung Tech Line" he was told the unit was unrepairable due to the fact it is a sealed system. He then gave me a number to call Samsung and a transaction number which I used to contact their Executive Customer Service Dept and was connected to Eugene. Eugene had me send the receipt as well as the tech's paperwork to him which I scanned and emailed. Then I was told I would receive a call from Lowes (where I originally purchased the fridge) in 48 hours.
After not getting the call from Lowes, I called many times at least 8 to try to get Eugene back on the phone 3 days later, however they are not allowed to transfer calls. I asked for a manager and was refused. I asked to have a manager call me and that never happened. After speaking with 8 other reps and not getting anywhere, I called back and Eugene answered on the 9th call. He then told me he did not remember telling me lowes would call and my claim was cancelled due to not having the word "unrepairable" on the form from their tech. I then called their tech (The Appliance Doctor) and asked if they could fix the paperwork and send it to Eugene and was told yes.
I called Samsung back several times and once again they could not transfer me and they refused to connect me with a supervisor. I sent Eugene an email to call me and he did later that day. I asked him if he could gather the paperwork and send it to the Appliance Doctor to show them and he found the cover letter which stated "unrepairable" and said he would send them that and they could put that word on the SAW report and get me handled. After he said he would fax the Appliance Doctor those forms to be corrected, I called the Appliance Doctor and was told he did not fax and they called Eugene and was told they need to come back to my house next week to correctly do the paperwork. After hearing this I sent Eugene an email asking for a manager to call me back, he sent me an email stating they have to open a new claim as the first was not correctly done and this is how it is.
replied to his email stating he told me over the phone that he was going to fax the paperwork and I did not need to do anything else...and he must have forgot our conversation. The next day I received an email from Eugene stating the Appliance Doctors have an appointment at my house for that day, and then The Appliance Doctors called me and was wondering why they had to come back to me house...either way after several more calls to Samsung and getting no where they showed up. The same tech did the paperwork over again and I was given the information to call Samsung to start the process over again.
This time when I called in I was told within 48 hours I would get a call from lowes if it is approved. On the 3rd day I called Samsung to let them know I did not get a call from lowes and was told I wasn't supposed to as that is not how things work and I was told incorrect information. My new Executive customer service agent was now Alicia and she would handle it from here and we would have to do everything over again as there was a computer glitch after being approved and they were unable to send it to lowes by way of fax or email. She then told me she would have to open another ticket for me and begin the process over again. I then asked for a supervisor and was refused, however she said she would email one and have them call me which did not happen. I was then told 24 to 48 hours this would be resolved...I called the next day to check up on everything and was told my claim was cancelled again and not resubmitted.
I received a call from Lowes letting me know they were still waiting for Samsung to send them the info as I went to lowes after the 2nd 48 hour attempt, and the very helpful people at lowes said they called Samsung and was told Samsung was waiting on paperwork from me. I called Samsung and found out the paperwork I emailed Eugene and faxed Eugene (I did receive a confimation from Eugene stating he received the fax and email) they did not have and I would have to submit the receipt and new Appliance Doctor SAW report by uploading to their internet site. After doing that, I sent Eugene an email asking him to take the paperwork he had and give it to the new person handling my claim (Alicia)and he said he would. Alicia stated she would request an expedited rush on my claim and I would be getting a call within 48 hours.
After that time had passed, I called back and got Kristen Agent 93 and she was very helpful letting me know Alicia did not process the claim and she would take control of my claim and get it handled hopefully by tomorrow, she stated she did the claim all over again as they had it set up for a 700 refund to be sent to my house instead of a store credit for the original purchase price of 1398.00. She also stated she had a supervisor working with her and she not only emailed him (would not give a name or contact info) and she also emailed the "exchange dept" to put a rush on my claim and she would call me the next morning by 11 am to let me know if anything has changed.
The next day after not receiving a call, I called Samsung at 2 pm and got Barbara on the phone and she stated Samsung was going to issue my a 200.00 check to my house for food reimbursement and that would take 14-21 days and then after that they can process my fridge claim as they can only have one claim open for a customer at a time. I told her that was all wrong and I needed to speak with Kristen and she told me they can not transfer calls and she would now help me. I then asked for a supervisor and was refused again. I asked for any contact information from a supervisor and was refused. She did say she would get with Kristen and have her call me. I received a call from Kristen stating she received and email from the exchange dept letting her know they are working on my claim and should have an answer by the next day. The next day came and gone and I called to find out from yet another rep that all we can do is wait now. I asked for a supervisor and was refused again.
Out of the 16 calls and 3 weeks of working on this I have asked for a supervisor over 6 times and was refused. I have also made more calls however after 9-20 mins of working with a new agent the call was disconnected from their end and never received a call back over 6 times. I would make the calls back to Samsung and would have to go over the process again as I could never get the same person on the phone due to the fact they can not transfer calls.
To sum it up, my claims have been cancelled 3 times in error, or due to their errors, I have been approved twice, but something on their side failed or was not done properly and then the claims were cancelled. I have been promised 5 times on a resolution in 48 hours and that did not happen, I have been promised a call back 3 times and that never happened. I have 5 transaction numbers now: 3000518160,7000021432,4005344784,4005416952,and 4005416911. I am still waiting for a call from a manager which my first request was over 14 days ago. I have been without a fridge for almost a month now, I do have a child that I need to feed. We have been going out to eat for almost a month. I have been on the phone close to every other day for 2 hours a time and the frustrations are ridiculous.