Note: In response to my email, Samsung immediately responded and waived the maintenance fee and bumped my fridge up from a ‘couple of days’ to ‘fixed immediately’ with spare parts. It shows two things;
1) Samsung has the right culture to know when they messed up and now did what they can to rectify it, and to improve customer experience. It takes a big company to say, “Look, we messed up, here’s what we can do to fix it.” Of course, if they have thrown in a galaxy tab as well, I’d be a crazy Samsung fan for the rest of my life, as of now, I’m not so pissed off anymore and at least I have back my beloved fridge so I can eat my ice-cream.
2) There is power in the pen. Learning how to write strong complain letters is one way to fight back against perceived injustice…but it takes a good company who appreciates customers to respond to it, and Samsung is one of it. Examples of HORRIBLE companies who treat their customers a little lower than cat-shit because they think we’re cheapskates who suck: Malaysian Airlines, AirAsia, Fireflyz. Basically, Malaysian companies. No wonder we’re stuck in third world service, with first world infra…..
**END NOTE**
Dear Samsung,
My samsung RT72SBSM fridge stopped working after only about 2 years. It took Samsung 4 days to get back to us on support, and now we need to wait for another 5-6 days before it can be fixed. According to the support personnel, you have no ‘spare parts’. Please note, most of my meat is spoilt and my kitchen has been turned upside down due to this incident.
I am writing in an official complaint to the lady dealing my case on 21 September 2011, at 7:43 pm call, in Selangor, Malaysia. When queried as to why after 2 years the fridge is broken, and overall costing me more than RM350 to fix it, she retorted, “I don’t know what our lifetime of our fridges are.” in a highly rude and condescending manner.We do not appreciate that because of Samsung, our meat and food are SPOILT, our house has no fridge for 10+ days.
Samsung SHOULD know the lifetime of their fridges, and if it cannot even last 2 years, THERE IS SOMETHING WRONG WITH YOUR PRODUCT! You cannot release your accountability to make good products by retorting to customers, “We don’t know what our lifetime of fridges are.” This is an ignorant and completely unprofessional way to respond to a customer, demonstrating the lack of training Samsung support has in terms of customer dealing. I am shocked as such laissez-faire attitude and hope that somehow, samsung can find ways to improve their product support, starting with hiring and training correct people to do the job.
I am terribly disappointed with the fridge, and I am sorry to add that I shall NEVER purchase a SAMSUNG product in my life, and I will likewise recommend everyone to not buy anything branded SAMSUNG.
Your abject product is compounded with shockingly irresponsible support personnel on the ground.I would rather recommend people to go ahead and have their throats ripped off by a pack of hungry Rottweilers than to use anything that sounds remotely like this HORRENDOUS brand. Samsung, please do not make anymore household appliances because you clearly have no idea what you are doing and it’s plain to see even my pet Terrier has more brains than all your R&D staff combined in your sorry piece of crap company.
* Note, the last paragraph was not included in the actual letter to Samsung.
** To other Gilagolfers, sorry, just a rant. Need to put up Anti-Samsung for the search engines! Remember, Samsung sucks! Now, back to GOLF!
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