Samsung South Africa
Useless Assistance

In Dec, I bought a Samsung TV. The screws for the stand of the TV were missing from the box. I saw this on a Sunday morning and gave customer service a call.

The first person that I spoke to told me that I had to go buy the screws myself, or I would have to ask the store to buy the screws. This was unacceptable, as the missing screws were a fault on Samsung's side. Why did I have to buy the screws? Why did the store? The agent further informed that, however, all the Samsung tech stores would be closed until Jan.

The Monday after that I gave customer service another call, during which I was informed that I had to work through the store to get my screws, which made sense. But still it was insisted that the missing screws weren't Samsung's fault, since "it is the responsibility of one of the courier companies to check all the products before delivering them". They use many courier companies...

So, this week, more than three weeks after I lodged a complaint (after which I was told that I would be contacted by a supervisor), Samsung calls to check whether the situation could be resolved through the store, and if I now have my screws, still with no explanation or apology.

Company: Samsung South Africa
Country: South Africa
City: Customer Service

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