Samsung middle east
Defective TV Screen, Service Visits Repeatedly Missed

I bought a Samsung 40-inch TV from B-Tech, the Samsung distributor in Egypt, at its Alexandria branch on 11/10 for 4200 pounds in cash.

About a month after I received the device, I noticed a malfunction in the screen, which in my view is a manufacturing defect. I went back to B-Tech and asked them to replace the device. The distributor said he would inform maintenance to attend and prepare a work report, and then order the replacement. Nobody attended. I contacted them again on 29.12.2013 and again nobody attended. I contacted them a third time on 02.01.2014 and nobody attended, and no member of maintenance contacted me. I contacted them a fourth time, and each time I told the company about the earlier contacts. After these contacts and emails, one technician named Mahmoud attended on Thursday 09/01, examined the device and said the screen has to be changed because of a manufacturing defect.

So far, after contacting them three more times, I have not heard from anyone. Is it company policy not to contact customers and follow up on their complaints?

I request that you replace the entire TV, since I would not have bought it for less than two months of use.

Company: Samsung middle east
Country: USA

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