- Dec 30, 2005
- 1,196
- 1
- 81
A client's new Samsung Monitor (LS24C45KBWV/GO) died 3 months into use. He called me up, and after a general once-over (different cables, check lights, etc) I started the RMA process. Little did I know Samsung support is the Hanoi Hilton of warranty departments. It's now 3 weeks later and not only has Samsung given me wrong numbers, but they can't even give me a simple phone call back when they themselves said they would.
First incident: My monitor doesn't even show up on the Samsung website list under the support section. I had to call in to get the monitor added to my account, and during this I tried starting the warranty process. The lady informed me that "this monitor is so new we need someone higher up to call you back". She gave me a support ID number which I had her repeat 4 times to make sure everything was OK (by now approaching 40 minutes on the phone). She then said I should be expecting a call sometime that week to continue with the warranty process.
Well, it's now week 3 and I decided they've had PLENTY of time. I this time use the live chat since I disliked waiting on the phone last time. I gave the tech my service number and well.....I'll just paste what's happened so far:
Nicolas: Please provide the service transaction number to assist you better.
richard: ****671697
Nicolas: Thanks for the ticket number.
Nicolas: Could you please hold for 4 minutes while I gather the required information?
richard: thanks.
Nicolas: You are welcome.
Nicolas: Thanks for holding.
Nicolas: I apologize for delay.
richard: this is why I chose chat over the phone
richard: last time took over an hour
richard: to be told I'd be called back....
richard: and never called back.
richard: plus I can record this
Nicolas: The transaction number which you have provided (****671697) is for the service of a crome book (XE303C12-A01US).
Nicolas: Are you referring to the Samsung monitor or crome book?
richard: uh no, this is for a LS24C45KBWV/GO monitor
richard: I had the lady read me the numbers 3 times in order to verify the numbers I had written down were correct
richard: so what you are telling me is your staff not only gave me false numbers 3 times, but I've been sitting 3 weeks waiting for nothing?
Nicolas: Please provide your E-mail address and phone number.
richard: [my email]
richard: phone number is [number]
richard: please understand that I had her read the number 3 times with zero confusion each time.
Nicolas: I truly understand your requirement, Richard. I am a consumer myself. As per our database the ticket number ****671697 is of the service for crome book.
richard: this is pretty horrendous and as a purchasing agent for franchises, don't expect me to be purchasing your monitors or brand next time we refurbish any section.
Nicolas: I will check the information with your E-mail address and phone number.
Nicolas: I definitely know that could be frustrating. If I’d been in your situation, I would feel the same. Please give me an opportunity to assist you.
richard: I did.... 3 weeks ago
Nicolas: I am checking the information. Please give me a minute.
Nicolas: I have find the service transaction with your phone number. The transaction number is 4121671691. Let me check the details for you.
richard: sounds like she fucked up
richard: how can you screw up reading a number 4 times to someone?
richard: you read them the wrong number
Nicolas: I understand.
richard: 4121671697 vs 4121671691 (6 digits off
richard: well as I said I have a recorded phone log of three weeks ago
richard: your guy's move.
Nicolas: I believe the person on the phone support did not informed you to send the monitor to the service center. Is that correct?
richard: yes.
Nicolas: I apologize for inconvenience caused.
Nicolas: Would you mind holding for few more minutes while I work on the issue?
richard: sure
Nicolas: I will be right with you.
Nicolas: Thank you.
Nicolas: Thanks for holding.
Nicolas: I apologize for delay.
Nicolas: I’m sorry; we are having technical difficulties, and are unable to access the database to provide you with information. Please try contacting us after a couple of hours, and we would be happy to help. This chat will be saved in our records for future references and the ticket ID of this chat is :LTK1117901308359X.
richard: wait
richard: are you joking?
richard: im not calling you back, im taking you to small claims if this is true
richard: its 3 weeks now
richard: I guess were done here?
richard: so you CANNOT at this moment RMA for me
richard: during normal business hours
richard: correct?
richard: I just need written proof
richard: you can contact me back, but the courts dont require me to keep hounding you guys to honor your warranty
richard: you realize this, right?
richard: just making sure you realize this
richard: or my house address is available
Nicolas: I understand your requirement, Richard. We are experiencing technical difficulties and unable to access our database to setup the request. I could have surely setup if we can access our database.
Nicolas: I hope you understand our limitations.
richard: well good thing is im not taking you personally to court
richard: I guess thats it
richard: so you guys dont want to call me back?
richard: or email me later when its up?
Discuss.
First incident: My monitor doesn't even show up on the Samsung website list under the support section. I had to call in to get the monitor added to my account, and during this I tried starting the warranty process. The lady informed me that "this monitor is so new we need someone higher up to call you back". She gave me a support ID number which I had her repeat 4 times to make sure everything was OK (by now approaching 40 minutes on the phone). She then said I should be expecting a call sometime that week to continue with the warranty process.
Well, it's now week 3 and I decided they've had PLENTY of time. I this time use the live chat since I disliked waiting on the phone last time. I gave the tech my service number and well.....I'll just paste what's happened so far:
Nicolas: Please provide the service transaction number to assist you better.
richard: ****671697
Nicolas: Thanks for the ticket number.
Nicolas: Could you please hold for 4 minutes while I gather the required information?
richard: thanks.
Nicolas: You are welcome.
Nicolas: Thanks for holding.
Nicolas: I apologize for delay.
richard: this is why I chose chat over the phone
richard: last time took over an hour
richard: to be told I'd be called back....
richard: and never called back.
richard: plus I can record this
Nicolas: The transaction number which you have provided (****671697) is for the service of a crome book (XE303C12-A01US).
Nicolas: Are you referring to the Samsung monitor or crome book?
richard: uh no, this is for a LS24C45KBWV/GO monitor
richard: I had the lady read me the numbers 3 times in order to verify the numbers I had written down were correct
richard: so what you are telling me is your staff not only gave me false numbers 3 times, but I've been sitting 3 weeks waiting for nothing?
Nicolas: Please provide your E-mail address and phone number.
richard: [my email]
richard: phone number is [number]
richard: please understand that I had her read the number 3 times with zero confusion each time.
Nicolas: I truly understand your requirement, Richard. I am a consumer myself. As per our database the ticket number ****671697 is of the service for crome book.
richard: this is pretty horrendous and as a purchasing agent for franchises, don't expect me to be purchasing your monitors or brand next time we refurbish any section.
Nicolas: I will check the information with your E-mail address and phone number.
Nicolas: I definitely know that could be frustrating. If I’d been in your situation, I would feel the same. Please give me an opportunity to assist you.
richard: I did.... 3 weeks ago
Nicolas: I am checking the information. Please give me a minute.
Nicolas: I have find the service transaction with your phone number. The transaction number is 4121671691. Let me check the details for you.
richard: sounds like she fucked up
richard: how can you screw up reading a number 4 times to someone?
richard: you read them the wrong number
Nicolas: I understand.
richard: 4121671697 vs 4121671691 (6 digits off
richard: well as I said I have a recorded phone log of three weeks ago
richard: your guy's move.
Nicolas: I believe the person on the phone support did not informed you to send the monitor to the service center. Is that correct?
richard: yes.
Nicolas: I apologize for inconvenience caused.
Nicolas: Would you mind holding for few more minutes while I work on the issue?
richard: sure
Nicolas: I will be right with you.
Nicolas: Thank you.
Nicolas: Thanks for holding.
Nicolas: I apologize for delay.
Nicolas: I’m sorry; we are having technical difficulties, and are unable to access the database to provide you with information. Please try contacting us after a couple of hours, and we would be happy to help. This chat will be saved in our records for future references and the ticket ID of this chat is :LTK1117901308359X.
richard: wait
richard: are you joking?
richard: im not calling you back, im taking you to small claims if this is true
richard: its 3 weeks now
richard: I guess were done here?
richard: so you CANNOT at this moment RMA for me
richard: during normal business hours
richard: correct?
richard: I just need written proof
richard: you can contact me back, but the courts dont require me to keep hounding you guys to honor your warranty
richard: you realize this, right?
richard: just making sure you realize this
richard: or my house address is available
Nicolas: I understand your requirement, Richard. We are experiencing technical difficulties and unable to access our database to setup the request. I could have surely setup if we can access our database.
Nicolas: I hope you understand our limitations.
richard: well good thing is im not taking you personally to court
richard: I guess thats it
richard: so you guys dont want to call me back?
richard: or email me later when its up?
Discuss.
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