Why can't Samsung get it right???

Quick update, so its now June 13th , exactly105 days since Samsung delivered a faulty appliance and I still have no product, we are waiting for Samsung to contact us when they have a solution, 3 MONTHS FOR A SOLUTION,,,REALLY

So having been a loyal ( those who know me would say boringly loyal) Samsung Advocate for many years even I have now thrown in the towel. A quick story, bought an American style Fridge Freezer from local dealer 29 Feb this year, we needed to get an engineer to install the water filter as then the machine would be guaranteed by Samsung - good plan, engineer comes out to the house, installs filter and mentions that the fridge part seems to be very cold and the freezer is registering warmer than it should, I need to raise a ticket says he. So far so good.

Call Samsung the next week - note a week later - for progress report, Oh says the Romanian based contact centre operator we haven't got any paperwork that says there is a problem, the technician has not raised an issue?

Meanwhile we have lost a whole freezer load of food and have no working machine. OK so we will have to wait for the paperwork to get to us ( this is February 2016 by the way, not February 1916). so when will we get a call back, OH says she , the tech support team will call regarding a replacement - the Retailer by the way has disavowed and responsibility and given us a Valencian Region complaint for to fill in - turn around time about the same time it takes to get to Mars on a pedal cycle......if you don't report the problem in 7 days its Samsung's issue not ours, we have your money so what are you going to do about it????

Twitter beckons

Tweet about our discontent and immediately a message to say the technical department will be in touch about the replacement, great.........when?

2 weeks later a nice man in a van turns up at the house with a new appliance, we are now 4 weeks without a fridge freezer by the way....has to take the doors off the fridge to get it through the door as per the previous delivery guys, installs the Fridge in the kitchen after much banging and shouting and then calls to get us to sign the paperwork so he can go... wait ......do all Samsung appliances have a huge dent in the side and the engineer stand in front of it to try and disguise it!!!

I think not, the extremely rude and impatient delivery person eventually signs the paper to say we need a new appliance and buggers off, that was 3 weeks and 3 days ago.. call again multiple time . nothing for a couple of weeks so send a message to Samsung via Twitter ( it seems to be only way to communicate without a premium rate number being involved), to be told that Samsung called my wife the very same day with an update, er.... no they didn't....when raised this issue with them they admitted they had made a mistake, no one had called. I asked if I could have a non premium, rate contact number, NO you cant say Samsung. I ask if I can speak to a senior person or a manager to escalate what is quite frankly a farcical situation, NO you cant say Samsung.

Called Samsung again this morning 3 weeks and 2 days after the second faulty item was replaced, \Samsung haven't got the right bit of paper from the Engineers , they will call me back, 4 hours later , nothing.

I get that business is difficult, I get that people make mistakes. What I do not accept is a continued attitude of irritation from everyone we speak to at either Samsung or the retailer. I have bought 5 Samsung products in the last 4 years, TV's , dishwashers, Mobile phone etc and have luckily not had to interact with Samsung or their agents.. I will never buy another Samsung product again as the worry about how a loyal customer will be made to feel if something goes wrong will outweigh ANY technological or cost advantage. I deal with large enterprises all day every day in my job, most of them at least make some sort of effort to try and help their customers, Samsung - Fails every time.

my experience with brands such as Sony, Apple and Bose has never been this shoddy or, quite honestly, so insulting of my intelligence.

I am thinking of building a website www.#samsungservicesucks.com