I recently had a disappointing experience with Samsung's service center and their third-party service provider, Elite. It was frustrating to see that Samsung had no control over its third-party service arrangements, and it felt like their service was centered around their own convenience rather than focusing on the needs of their clients.When my freezer suddenly stopped working on Saturday, I immediately contacted Samsung Support. They created a job for Elite, a third-party service provider. Unfortunately, my dismay grew when I called on Monday to check the repair status. I was informed that they could only send someone on Thursday, meaning I had to wait for four days. Even worse, Elite only operates in our area on Thursdays, which I found astonishing.What further concerned me was the response I received about the possibility of fixing the issue. I was told that Elite successfully resolves only 7 out of 10 jobs, leaving me apprehensive about the outcome. Nevertheless, I had no choice but to accept the Thursday appointment. The engineers who arrived identified a significant problem with the compressor, but they didn't have the necessary part to complete the repair. It's baffling that they didn't carry the correct parts for the model, especially when they knew the exact issue. I can't help but wonder if this support system is set up to fail.I was then informed that the earliest reschedule for the repair would be on August 24th, not due to parts availability, but because Thursday was the next available appointment day. It's disheartening to think that it will take two weeks to get such an essential part for my everyday living needs.These issues have raised some concerns for me. Firstly, why doesn't Samsung have any Service Level Agreements in place? The absence of defined timelines for repairs leaves customers feeling helpless and at the mercy of third party service providers. Secondly, I question the lack of prioritization in addressing customers' needs. Shouldn't customers who reported their issues earlier be given higher priority over those who booked later? Lastly, wouldn't it be more suitable to have more frequent repair cycles than just once a week? This would ensure that urgent repairs are addressed promptly, avoiding unnecessary delays and inconvenience.As someone who has always held Samsung in high regard, this recent experience has left me feeling completely helpless and let down. It's disappointing when an organization allows the tail to wag the dog.
