andrew Edie sent a message to Lee Kun-Hee Chairman, Samsung email address that said:
FAO :-----LEE KUN-HEE CHAIRMAN,
APOLOGIES FOR SENDING TO YOU BUT NO AMOUNT OF ATTEMPTS CONNECT ME WITH UK SAMSUNG.
Dear Sir
Firstly Id like to say how much I like Samsung products, using and relying on a Samsung Smart Phone and Tablet in my daily business and social life. These days I tend to spend a lot of time travelling so its always been reassuring to know I have them with me.
Recently my computer developed a fault. Im not too technical, I leave that to you so I contacted Samsung or so I thought but it was your agent Digicare or perhaps Digidont care! We went through various routines that Id never tried before but without success so they suggested returning the computer and they would diagnose the fault.
I did explain at that point that I was travelling in the next day or so and would need the computer but accepted that it needed to be sent to them for further investigation. At this point I was asking someone ,who I thought knew all about Samsung computers what was wrong. I was advised that re installation of windows 7 could solve the problem but no suggestion that I would lose data and programs and anyway that didnt solve that problem. They then said, presumably not having been able to access the computer, that the mother board was at fault.
I explained again that I really needed the computer for my business so when they told me that it could be fixed I agreed.
I now have an old laptop thats cost me £185.78 pounds to fix with no data, no programs and Im really annoyed. At no point was it explained that I would lose data and programs and it seems that this was wiped after the installation of the new mother board so maybe it wasnt even necessary to wipe the hard drive!!!
What were they thinking???
When I spoke with Digicares Sarah she told me that I should expect to have the hard drive wiped as part of their service, agreed by her manager apparently!! I.Why oh why would anyone repair a six year old computer and make it useless??
Ive now spent many precious hours hunting for the programs I rely on and the data I need. Why didt they at least offer to save my data from the hard drive? It would have been considerate to ask if the information on the hard drive was required and then it could have been downloaded to a flash drive or similar and after motherboard installed reinstall all information back to the disc
No amount of compensation can make up for the time and inconvenience Digicare has caused me but something would be a gesture not to mention a message to Digicare to care a little more about the people they represent.
Model NP-NC110-AM3UK
Invoice No; IVBUG122517000
Request No: SV312326BUG20171116H
I look forward to your observations and comments
Sincerely
Andrew Edie
At this point a very dissatisfied Samsung customer.
