Samsung South Africa
Bad Service from Samsung for Faulty Oven

I bought a Samsung oven just over 2 years ago and on numerous occasions I have had to replace the thermostats. The oven is now out of warranty and continue to have the same problem. I believe I have a faulty oven and Samsung refuse to replace it free of charge and have not even offered to inspect the oven for a fault. I have sent 2 e-mails to Cornelius de Kock, Service Director, without a reply from him. I got a phone call from one of his subordinates who offered me "buy-back' for which I would have to pay an unspecified amount to get a replacement. Firstly; I find it unacceptable to have to pay anything to have a FAULTY oven replaced. Secondly; I find it appalling that a senior member of Samsung SA would instruct a subordinate to handle a unhappy customer rather than give me the courtesy of a reply to my e-mails himself. Perhaps he is too busy or more likely feels he is too important to talk to customers. Knowing the culture from which Samsung originates I'm surprised that anyone representing Samsung practices bureaucracy like this.
The e-mails I have sent to Mr de Kock are lengthy but are available should you wish to see them.

Company: Samsung South Africa
Country: South Africa
City: East Rand

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