Beth
9/24/2018 My husband received, from Amazon, a Samsung LC27JG50QQNZA Series Curved 27” Gaming Monitor Dark Blue Gray. 11/2/2018 The Monitor Failed, line of dead pixels ran down the vertical center of the monitor. After some initial troubleshooting by my husband, case was entered to Samsung. 11/12/2018 Samsung confirms defective monitor was received. 11/12/2018 to 11/28/2018 Husband calls Samsung 6 to 10 times to follow up about Monitor Status. Each time he is told someone from Samsung will call him within 24-48 hrs from the time of his call… Never once did we receive a communication from Samsung. 11/28/2018 I take over calling Samsung. Was told our monitor was not able to be repaired and our case was “submitted” to the exchange department. At this point it was communicated to me the following process would take effect: • Submission>Approval would take 3 to 5 business days • Approval>Release Status would take 5 to 10 business days • Once we hit the Release stage someone would contact me about my monitor options. I would agree to one and they would send me that replacement. • Assuming shipping takes 5 worst case I receive my monitor December 26th. 11/29/2018 I call Samsung 3 times. No advancement on my case. 11/30/2018 I call Samsung 2 times. My case is approved. I request and receive an email stating my case approval. 12/05/2018 I call Samsung. No advancement on my case. 12/06/2018 I call Samsung. No advancement on my case. 12/07/2018 My case has been progressed to “released status”, but not until after arguing for several minutes as to the current “approved” status on my case. After progression to the “released status”, I again request and receive an email of current status. 12/11/2018 I call Samsung 3 times. No advancement on my case. 12/12/2018 I call Samsung. No advancement on my case. I communicate my frustrations. I am now told the replacement process takes 11 days from the time of approval. I state I am on business day 11… I am then told to call back the next day and request the Case Management Department their business hours are from 9am to 6pm EST. 12/13/2018 I call Samsung at 4:40pm CST/5:40pm EST and request the Case Management Department. I was put on hold for 24 min 33 sec. Once the person helping my case came back on the line they informed me the Case Management Department was now closed and to try back the next day. I call again and communicate my frustrations later that day. 12/14/2018 • I called at 1:30pm CST/2:30 EST. Asked to talk to the Case Management Department. Put on hold for 1 hr 29 min and was then hung up on. • I called at 2:05 on my husband’s phone. After 11 min of waiting for the case management department, I am hung up on. • I called again at 2:17 on my husband’s phone. After 26 min of waiting for the case management department, I am hung up on. • I called again at 2:43 on my husband’s phone. After 13 min of waiting for the case management department, an automated message said due to high call volume instead of waiting I could opt to be called back when my position in the queue was reached. We opted for the call back. My husband received a call pushed the appropriate buttons to activate the call. Instead of being put in contact with the representative he was hung up on. • I called at 5:48pm CST. Asked to talk to the Case Management Department, I explain how I attempted to call during the normal operation hours and what happened. At this time, I am told the department actually does not close till 9pm and I will be transferred to the Case Management. Put on hold and hung up on. • I called again at 5:53pm CST. I told the representative I wanted to be put in contact with the case management department and was promptly told the department was closed. I communicated to them I was told not 5 min before that the department was actually open until 9. They put me on hold and after 23 min I am again hung up on. • I called again at 6:16pm CST. Again, I told the representative I wanted to be put in contact with the case management department and was promptly told the department was closed. I communicated to them from previous phone call I was informed that the department was actually open until 9. Finally, I get in contact with the case management representative. o I am told My Case was APPROVED on the 7th. I communicate I have documentation that states otherwise that my case was “released on the 7th”. Not only is there no resolution to the false account information, but I have been lied to. o I am told that on the 12th notes on my case states that there was a system malfunction and they do not have line of sight to warehouse inventory. Without this knowledge they cannot present to me the replacement options. When my case was “released” on the 7th why was my husband not contacted then???? Was their system broken for 7 days. Impossible a major corporation would have that resolved immediately o I asked to speak to a supervisor and was hung up on. • I called back an additional time and gave up after 15 min. NO RESOLUTION YET…. Moral of the story… Samsung has the worst costumer service. I personally will rethink purchasing a Samsung product. You should be informed that in the unfortunate circumstances you may have a Samsung product fail on you, this process is you have to look forward to.
