Wow! I've been a customer for so long and never knew Samsung has a low rating in Trust Pilot. I never had any issue wherein I needed to call their customer service team and the issue needed to be escalated to their service center. My washing machine is only 3 months old, and it's now having a problem. The machine can turn on but is stuck on Quick Wash Mode. I'm not able to change the cycle or start a load. All the buttons are unresponsive on the dashboard. I am receiving an AC6 error that is not connected to Wi-Fi or the SmartThings app. This issue was reported on August 29th, and Samsung told me it was a known issue.I was provided troubleshooting steps from both Samsung and the service center on multiple occasions during that week to do a firmware update/hardware reset. I have told them many times the steps do not work, and the issue persists. Samsung should have validated this with the service center and told them to contact me to schedule an appointment for a technician to come out and look into this. The appointment was scheduled for the following week (2nd week), and I received a confirmation email from the service center for the appointment and date. The agent from the service center mentioned the technician would call me around 10 am that day to provide a 2 hours window before arrival. No call. I called the service center on the status, and they told me the appointment was canceled without notifying me. Then, they told me to try the troubleshooting steps AGAIN and call Samsung for further assistance since they didn't receive any communication from Samsung to proceed with the service. Once again, I contacted Samsung by phone and SMS support, and they told me they left a note on my ticket to let the service center know to contact me in 2 business days for an appointment. Then finally, I had one agent telling me the service center placed an order for the parts to fix my washer, and it's available and ready to be shipped within 3-5 business days. No appointment schedule and nothing was communicated to me about a part being ordered. No technician came by to run any diagnostic, so how do they know what parts to order? They tried to convince me to wait for the part to be delivered to my house or the service center to receive the service. (They have no idea where the part will be delivered. It sounds so ridiculous to me. But I didn't question it and agreed). The next day I thought it would be a good idea to contact them to request a tracking number so that I could track the parts. Long behold for bad news, the parts are now back-ordered. So I guess I won't have a working washing machine... who knows how much longer... I invested time going back and forth with Samsung and the service center. Now I am budgeting money to wash my clothes at the washateria. If I didn't have to contact Samsung every single day just to explain to them that the troubleshooting steps have been done and it's not working for the past 3 weeks, they can stop delaying my issue and escalated it to the service center by the first week I reported; I'm sure the technician would've fixed my issue or figured the parts needed to be ordered before it was "back-ordered." And if I didn't contact them, I wouldn't know any of these details unless I asked. I am so dissatisfied and disappointed with how Samsung handled this matter. After re-explaining myself over and over again, one SMS agent decided to create a new ticket for a "case management team" to contact me within 3-5 business days, or I could also expedite my waiting time by contacting the support team by phone and request to be transferred to the dedicated team to "further validate my concern for potential exchange/refund." I contacted them by phone, and they told me they would need to schedule a callback within 24-48 hours. All they can tell me is to wait. I've been very patient and try hard not to request to speak with a manager, but sometimes to get something done - it's the only way to do it. But even then, I haven't been contacted by the "dedicated team." And I doubt that I will be. So leaving a review, filing a BBB complaint, and posting my experience on their social media account is the only way to see if Samsung overlooked this situation. Or if they care about their customers and possibly reach out to rectify this. I guess I'll have to wait again to see what happens next.
