Comments on: Samsung Canada

By: Barry

Barry — Mon, 06 Feb 2012 14:41:06 +0000

I have to say after several frustrating efforts to have my TV fixed. Samsung finally came to the forefront and resolved our issue to our satisfaction. Thanks Samsung for restoring some faith here in customer satisfcation.

By: Samsung Electronics Canada Inc.

Samsung Electronics Canada Inc. — Thu, 02 Feb 2012 21:46:41 +0000

Dear Samsung Customers,

As a representative of Samsung Electronics Canada, we sincerely regret the difficulties you have experienced with our product and/or services. In efforts to provide an avenue to address your concerns, we ask that you email your concerns to the following where a Customer Service Specialist will be able to review and respond to you accordingly.

We apologise for any inconvenience and we look forward to hearing from you.

Please email oop.seca@samsung.com with the relevant information included in the body.

Thank you,

Samsung Electronics Canada Inc.

By: Carrie

Carrie — Mon, 30 Jan 2012 18:14:59 +0000

My Samsung Galaxy tablet 10.1 was purchased on Sep.2011(both base unit and parts are still under one year warranty). I started to find my tab’s charging problem (with the USB power adapter) after a couple of months normal using. The tablet need approximately about one day and one night to be fully charged before I finally contacted samsung’s customer service department in early January, 2012. They said that the tab needs to be sent to their service dealor in Qubec for repairing. So I followed their instuction and shipped my tab on Jan 10th, 2012.

However, on Jan 23, I received an email with three lines in it from their service dealer, said that my tab has a physical damage and the usb port needs to be replaced with an extra cost of 96.05$. If I don’t agree to pay they are going to send my tab back to me unrepaired. when i asked them what kind of physical damage they found, they answered me they found water inside. I NEVER EVER let my tab exposed to any liqued. and I didn’t use my tab for about one week before i contaced samsung customer service department, plus the shipping time and processing time, in about 4 weeks later, they told me they found water in my tab!!!! the service dealer even assumed on the phone that I used my tab in water or in snow!!! they cannot fix my tab free as i lost my warranty due to misuse.

I decided to file a compaint on my warranty issue to the ECR department at samsung’s head office. I requested an official signed document (checking report)and proving pictures of any physical damage to support their judgement/decision. I called almost every day since Jan.24th. I didn’t receive any requested documents from Samsung’s ECR department till now. Ironically, whenever I asked samsung’s service agent for the official checking report to prove that they found the so-called PHYSICAL DAMAGE,those reps all answered that they were communicating with their service dealer in Qebec for the documents and they cannot gurantee me when I could expect to have these report. my last call on Jan.27 got the confirmation by a rep (Jeffery)i will receive the report in 3-5 minutes. I got NOTHING in 3 days. on Jan.27th, samsung’s customer rep Raymond and Jefferey both assued that that their department supervisor (fimale, Joan) will call me back in 30 minutes and by the end of the day. Unfortunately, they both lied to me.

I didn’t get any response from the ECR department at Samsung’s head office. I did not get my service report neither. I don’t have samsung’s CEO or VP’s email. So I decide to send a complaint letter to
Gee-Sung Choi, samsung canada’s CEO and samsung’s management team at this address:
Samsung Canada Head Office:

7037 Financial Dr
Mississauga, ON
LSN 6R2
Phone: (905)-542-3535
Fax: 905-542-3835

55 Standish Court
Mississauga, ON L5R 4B2
Canada
Phone: 905-542-3535

What I have experienced with Samsung so far is the worst customer service experiece in Canada. I’m very disappointed with both Samsung’s product and service. Samsung is losing its reputation now.Apparently, they don’t are!

CONTACT ME IF ANY SAMSUNG’S CUSTOMER SERVICE REPRESENTATIVE SEE THIS POST!!!!!!!

By: Robert Gray

Robert Gray — Mon, 23 Jan 2012 21:44:10 +0000

refer: 2111264355
I’m a loyal customer with numerour Samsung purchases.
On the 26th Dec I purchased a Blue Ray player with a promotion of 10 free movie rental with Zip.ca.
on Jan 10th I registered as required for the promotion.. I was to receive a Promo code to reg. with Zip.ca. But that didnot happen. I contactedd Zip.ca. They said it was a samsung issue and they were very tardy in other customer issues.
on the 14th Jan. I forwared a email to Samsung re my problem/
On the 19th Jan I received a email; to check my junk mail account from info@bluepromos.ca.
I responded but got no feedback.
I subsequently phoned your call center in the Dominican Republic.
They were polite but ineffective.
Please help. either you are trying not to provide this before it expires or your assistance is flawed
\i do not want to push this further to cusumer groups.
But I will/
If u have a promotion , honour it.
Robert Gray

By: stephane

stephane — Sun, 22 Jan 2012 16:40:27 +0000

I bought a prepaid from samsung and when i got it i made sure it can suport a 16 gig micro sd card.Whe i installed the card and tried to play my music it wiped my card clean.Now im not mad about the music but i hade pictures of my brother new born and other stuff. now im mad and there lost forever.I have always went with samsung products now i think diferently about samsung.Your trully Stephane M

By: Dirk

Dirk — Fri, 13 Jan 2012 21:35:20 +0000

Picked up my new Samsung PN59D8000 Plasma Smart TV on January 4th 2012. January 7th, a thin black horizontal line showed up on the screen, which is constant regardless of the input source. I assume that something associated with the plasma screem technolgy has failed. I called Samsung Cust serv and opened a ticket. had to take 2 photos of the problem and e-mail to then along with a copy of my receipt. So take photos, download attache to e-mail, scan receipt and attache to e-mail. Samsung assumes alot, if they think every customer has a digital camera and scanner / printer MFD device. So next I call hem back and they say they have received my e-mail / photos and confirm they will replace rather than repair the TV I’ve had for only 4 days (this is the good news). Next samsung customer service tells me that in order to process my TV exchange they my credit card number to due a $200 auth against my credit card. I ask why this is necessary and they tell me its their “process”. OK whatever, what if I don’t have a credit card, agian Samsung really! you need to take a look at your customer service model, its broken!!!
Next they tell me the exchange department will send me an e-mail in the next 2-3 days to confirming stock availability or upgrade option. Waiting for e-mail, but nothing, call back 5 days later with my transaction number only to find out that nothing has been done. The cust serv rep calls the exchange department and verifies stock is available (we just wasted 5 days). When i ask when the TV will be delivered, we says he cannot provide a date! what?? I eventually get a commitment from 3-5 weeks, outragious. When I ordered the original TV I placed my order on Dec 21 and recieved it on Jan 4th. that’s 2 weeks exactly and that involved a 3rd party, so why so long to get a warranty replacement. One can only assume Samsung has no idea what customer service means. I hope i get the new TV before superbowl, but not likely. Might go with Sony or panasonic on the next purchase, but they may not be any better.

By: Nicola

Nicola — Fri, 13 Jan 2012 15:22:54 +0000

We bought a Samsun dryer less than 2 years ago. We recently found a split in the stainless steel drum inside the dryer that is a result of a bad weld at the time of manufacture. This is clearly a deficiency in their quality assurance process. The dryer should never have been shipped to Future Shop and sold to a consumer in the first place. After spending 3 hours over the course of two weeks speaking to several different customer service agents in Dominican Republic (where their Canadian customer service is located) they finally acknowledged that this was a manufacturing defect. BUT they agreed to pay only for the part and refuse to pay for the labour to fix it. I have to use one of their approved repair services who will charge $120.00 to take a look at the dryer and order the part, and then $60.00 per hour for them to come back and repair it. This is UNACCEPTABLE customer service!!! They acknowledge the mistake is their fault, yet they refuse to take full responsibility for it because my 2 year old dryer is out of warranty. Company’s have limited time warranties because they cannot be expected to pay for general wear and tear over time….this is not general wear and tear. It is a manufacturing defect!!! You would think they would gladly replace the part for no charge and use this experience to improve the deficiency in their quality assurance department. If a stainless steel weld is done properly, it will last the life of the material itself. In fact, the location of the weld, if done properly, is actually stronger than the material itself. I’m really disappointed and will never buy another Samsung product again. Buyers Beware!

By: Shannon Wigle

Shannon Wigle — Sat, 17 Dec 2011 03:24:38 +0000

Meaning of disgusting Customer Service:
On Saturday Nov.19/11 my dishwasher broke, I called Samsung and the agent I spoke too said he would schedule a technician and he could see from the last time it has broken down (this was #3) that I purchased it on March 05/11, but he would require a scanned copy of the bill of sale. I advised him he should already have one on file as I had sent it the last time we required a repairman. He said he would not schedule a repairman until he received it. So I sent it. I called back to get a ticket number and to see when I would be receiving my call and he said the dept that deals with that was closed, and to call back tomorrow. I called on Sunday, and was informed that the dept. Was closed on weekends and there was nothing they could do. I called on Monday and was told that a technician would come out, but it would take 3 to 5 business days to get a repairman to my home. On Wednesday my husband called and requested a supervisor and was told we would have to wait. On Thursday I called Future shop where we purchased the appliance and scheduled a repair man, on Thursday Samsung cancelled the repairman because it was still under manufactures warranty and they were not an authorized service center, only an authorized sale center. On Friday the supervisor called and left us a voice mail and asked us if we could find a technician as they didn’t have one in our area. I called Samsung on Saturday, and they escalated to the care team and they opened another trouble ticket to reassured me this was process and they would find a technician. On Monday I called the care team and was told they were still waiting to find a repair man, I advised the supervisor I had a repair man booked and they had cancelled it, he again asked me to look up numbers in a local phone book for repair places in Lethbridge and provide him with names of authorized service centers. He also asked me to look up the phone number for the store in which we bought it. I refused to do it, and asked to speak to his supervior and was told they had escalated the problem and we had to wait for Lime something or other to find an authorized service center. On this day he was the only supervisor available and asked me to trust he would follow up and escalate on my behalf. On Wednesday I called back after not receiving any of the promised customer call backs I was promised, I was told at that point that I would again have to wait, and at that point I asked for his manager, and was informed that they would exchange the appliance, and informed me that they would not proceed with the exchange until I supplied my credit card to ensure they received the old dishwasher back. Reluctantly I did so out of extreme frustration and exhaustion in dealing with this problem. At this point he informed me the exchange would take several weeks and I would be contacted by a courier company as to when they would drop off the new one and then they’d take the old one. I stated that that was far too long to wait, and he reassured me he would put a rush on it and I would hear by the end of the week. On Friday I called back, was told that an exchange had been scheduled and I should receive a call any day. On Monday I received a call stating that an exchange was not possible, (at this point this was the only call back I received) that I would be getting my money back. This process takes three days to complete the paper work, and was told on Wednesday that the paper work was completed and it had to be authorized and at that time it would only be a day or so longer. On Thursday I called back to find that they are closed for the American Thanksgiving and no one for the care team was at work. I called Friday, to find out that it had been submitted and I would receive a call now from the store about a credit by Monday. On Monday I was told if I haven’t heard anything yet from the store to call back, and I did, and I did, and I did. I finally received a call at home stating the RA was sent to the store, THE WRONG store. I called the supervisor back at 7:00 the next morning, and informed him the RA was sent to the wrong store, his reply was “ Well was it for the right amount at least?” told to give him an hour and he would call me back. At 12:30 stating the agent had misinformed me the RA was sent to the correct store and I should have it on Wednesday. The store finally called on Thursday and the supervisor has neglected to contact the store. It is now Dec. 16 and I am still no closer to receiving any satisfaction let alone a working dishwasher. The holidays are coming and I am expecting 20 plus people to my home for Christmas dinner, and Samsung could careless as Christmas and stepping outside the box to assist a customer who has slipped through the cracks isn’t within their policies and procedures. So my advice to all of you, if you’re planning to purchase a new appliance anytime soon do your homework and make sure you have a certifies service technician in your area before purchasing.

By: Samsung Electronics Canada

Samsung Electronics Canada — Fri, 16 Dec 2011 14:15:10 +0000

Dear Samsung Customers,

We apologise for any inconvenience and we look forward to hearing from you.

Please email oop.seca@samsung.com with the relevant information included.

Thank you,

Samsung Electronics Canada Inc.

By: Kathy

Kathy — Thu, 15 Dec 2011 17:34:51 +0000

This is the number of Nick Miller who actually works for Samsung, not a call center 905-819-5044. He will not answer your call or return your message but at least we can let him know how many unsatisfied customers there are.