Letter of Complaint to Samsung Electronics
I wish to bring to your immediate attention the inferior quality of your product and the severe distress it had caused me for the past few months. I currently own a Samsung E870 mobile phone. This model was released only recently in June/July 2006. Given the international standing of Samsung as well as the hype it has been building in the mobile phone market, I was extremely disappointed to find that within less than 2 months' purchase of a brand new phone; I had to bring it in for servicing and upgrading of the phone software continuously.
In the first instance, I brought it to the Customer Service Centre at Plaza Singapura for software upgrade because the phone's keypad would not register whenever I navigated to a certain caller group under Contacts Management. This is probably what we would refer as 'hanging'. The customer service lady informed me that there was a new version of software released and I agreed to upgrade it in order to solve this problem. When I brought my phone home, despite having checked thoroughly at the service centre, I soon realized that I could not copy my contacts from the SIM card to PHONE. Therefore, I had to bring it back to the service centre almost immediately for repair the 2nd time. Then, I was informed that the PBA needed to be changed and this is apparently EQUIVALENT to changing to a brand new phone set. In spite of this, the phone hanged on me again the 4th time! Please do feel free to check on my records for the umpteenth times I have been to the service centre!
The last incident occurred in September where I could not even use the phone or rather the keypad after switching it on. I went to the service centre for the 5th time and found out that all the data in the phone could not be saved. This greatly inconvenienced me as my phonebook would be deleted since I was not able to transfer it to the SIM card directly. I expressed my displeasure to the customer service person but he was clueless to the technical problems and suggested that it could be due to the way I transferred data (if a phone is not meant to transfer data effectively without any errors then perhaps Samsung should not list it as one of the features and provide consumers with data link cables). Now yet again in barely less than a month, I am faced with the same problem, which is the phone would hang whenever I try to navigate to Contacts.
Can you imagine how frustrating this is for the consumer? A mobile phone is meant to be functional. Even for the most basic requirements of calling out, the phonebook is necessary for any modern consumer to remain in contact, whether for business or for pleasure. A simple software upgrade means resetting the phone back to its original state of condition and deleting all forms of personalization any mobile equipment is meant for nowadays. Not only did I make REPEAT (double the number of times for dropping and collecting) trips back to the customer service centre, my phone was RESETTED and my CONTACTS were made unavailable EACH TIME!
If Samsung is really attending to the needs of the consumer as it claims, I don't see why there should be a new version of the software available immediately after the launch of a phone. Shouldn't research and development be done properly to test the functionality of the phone before it is released to the market, instead of letting the consumer be a guinea pig and have him going around upgrading the software to fix any bugs later on? Is this what you would call premium service?
Having said that, there is absolutely no quality control whatsoever to Samsung's product and no follow-up in its customer service. Each time, I went back to the service centre 'software upgrade' is the most easily explainable and available solution to customers. I was told having a new motherboard is somewhat similar to changing a new phone set hence theoretically there should be no problems at all. However, a disgruntled consumer is only interested to know if his problem can be solved ultimately. It does not matter to me if you had changed a new keypad, new LCD screen, a new battery or the whole phone. The problem still exists and is apparently inherent in this particular series. I assume being a repeat case this matter would be highlighted and handled with care so as to ensure the same problem would not occur more than TWICE and cause unnecessary frustration to the customer. It looks like I was wrong.
In addition to the above problems, I had to take time out of my work and personal schedule to make trips down to Plaza Singapura's customer service centre each time and end up without a mobile phone to use for a minimum of 2 days. Within 4 months, I had the unpleasant experience of owning a new phone set 5 times in which I had to reprogramme all the settings 5 times and have my data deleted 5 times. Each trip caused my trust in Samsung to decrease significantly and each time I am becoming more adverse to the brand.
Now I am convinced the rival brands are much more superior and user-friendly because it has been proven to me with a real life scenario. For a new product to break down ever so often in a span of less than half a year, this warrants utmost attention from any company as it will most primarily incur the wrath of the end-users. If nothing is to be done about this, then I suggest Samsung review its claims about being on the leading edge of technology. Because in reality, even producing the thinnest candy bar will not help in dominating the market with such lacking products and wanting service. Yes, with Samsung it's not that difficult to imagine.
From An Angry Consumer.
posted by novie @ 2:10 PM
whatever makes me happy
5 Comments:
ok, i will try a nokia phone then.
yah nokia, sony ericsson any other brand but samsung lor
Dear sir
i have bought 1no of samsung 21'flat tv on 30.01.08,in BHARATH ELECTRONICS,INDIA,TAMILNADU,
COIMBATORE,PH 0422 2493322,that time they didnt checked the speaker they packed and send to me after 4 days i hv switched on the TV but the speker was not working i have called to samsung servive centre that is ASIA ELECTRONICS,COIMBATORE
PH NO;04222542600,they said next day he will come but still now they didnt sovled,very poor service centre and very poor quality in speaker.i have got irritated for buying the 2nd samsung new tv.please take neccessary actions and to replace a new one.
i have been registered for service bp no:8406767573 dated:05.02.08
time: 6:18pm
RAFEEK
rafeek040183@yahoo.com
0994282088
Here is another letter for Samsung:
Dear Samsung,
I am contacting you in writing regarding a camera I sent back for repair under warrantee and never got the camera back.
Model Number : EC-TL34HBBA/US
Executive consumer support telephone referenced below: 800 522-7341
Timeline:
4/3/09 Got the mailing label with ticket #
4/4/09 Paid for shipping and shipped the camera to you
4/7/09 Got e-mail confirmation you got the camera
4/7/09 Got confirmation the camera was repaired and shipped using UPS
4/7/09 Talked to customer support to see if I can get the package before the weekend – they said it will take 7-14 days.
4/13/09 Found out from UPS that the package will not make it because of damage done to the package. They directed me to call Samsung customer support
4/14/09 Talked with a executive consumer support supervisor who filed a request to approve the exchange of the camera. She also promised to add a separate battery to the order.
4/15/09 Talked with a supervisor from executive consumer support who confirmed the request for exchange was approved and camera should shipped get to me within 7-14 days.
4/16/09 Called executive consumer support to confirm a tracking number and found that they reversed the decision to send an extra battery and the supervisor who approved it refuses to talk to me
4/27/09 Talked with supervisor who was generally rude and offered no useful information other then repeating “I know you do not have the camera yet, It was not shipped, I have no news for you, we will contact you when we have something new.”
4/28/09 14 days after promised time for delivery and I do not have a camera yet. In fact it has been over two months that I do not have my camera. Your product stopped working 2 months after I bought it. I was in at the beginning of a 1 month trip abroad with my wife and kids and we were all extremly dissapointed not having it. I had to buy another camera because of that. Since I came back – it has been close to a month and I still do not have my camera because of your birocratic procedures. Being on the phone for hours with your customer service and having to explain myself to so many people costing me time, money, and much aggrevvesation. I have been lied to, and was insulted verbally by your supervisor. Your product is not of any satisfactory quality, or fit for its advertised purpose as laid down by the law.
Hi !
I have read your blog and i sympathize with your sentiments. You can check the consumer complaints which i think you will find interesting and resourceful like i do.
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