Bought a Samsung 40" LCD, last July. The LCD broke 2 weeks ago, after searching for service, I came up with its service center in New York. Last Wednesday April 18 I filed for repair.
After having to make a couple of calls to the service center for info, finally they provided a transaction # and a repair shop in Puerto Rico. They indicated that I must call the Humacao Video Repair in order for them to provide me with service I dont understand why they (Samsung) did not call the service center. (Poor Service) To my surprise this service center does not provide service to San Juan even though they are only 23 miles away from my home.
I called back Samsung service center and again talk to David. He put me on hold for more than 5 minutes so he could contact Humacao Video Repair. After the long wait, he told me that indeed the Humacao Service Repair could not provide me with the service, that they will need to coordinate with another supplier.
There are only two repair shops for the Island of more than 4 million people. The other repair shop its about 2 hours from san Juan. David indicated that I should call in on Monday April 23, so the y could provide me with a solution to my problem. Again poor service, why does Samsung don"t call me, I am the client. To my surprise I call in and another rep said that I need to wait between 10 to 14 days for them to find someone to repair my LCD, that by the way cost me $2,200 usd.
I can not understand why it takes between 10 to 14 days to make two (2) phone calls to their 2 service centers in Puerto Rico. I ask to talk to the supervisor on duty by the name of Alicia R (they can not give out their last names not even a employee #. She was worst than the representatives, even though she is a supervisor she can not make decisions. (So I understand her functions) she told me the same thing the service agent told me that I have to wait between 10 to 14 days for them to find out someone to repair the LCD. I told her that David her rep, told me to call today Monday April 23. She told me that he was wrong that he did not provided me with the wright answer.
I ask her to talk to a manager or the give the phone number of their Corporate Headquarters so I could call and complain about their poor service and she refused. I can not understand why Companies, such as Samsung can provide such a poor service to their customers and why they train so poorly their customer service reps. Also why they have supervisors such as Alicia R that can not make decisions or at least try to solve the issues, right away. The supervisors only can read the company policies, they can not go out of their way to help the ones who pays their salaries.
Rene
San Juan
Puerto Rico
0 comments