Peter sent a message to Lee KunHee that said:
Sir, i have a Samsung fridge freezer and the bulb in the fridge has blown. I contacted customer service and they said i had to pay for an engineer to come to my address to change the bulb. I asked repeatedly for help to change the bulb and he repeatedly refused. Is this your policy?
Please read the transcript below.
Peter Morley
17:39:09i want to change the bulb in the fridge but there doesn't seem to be an obvious way to do it. Can you please offer specific guidance. Thanks.
Princess
17:39:10Welcome to Samsung Support. Please allow me a moment to read through your enquiry.
17:40:21Hello Peter! My name is Princess from Samsung Chat Support. I hope you are doing well.
17:40:25I have read your query regarding your fridge freezer. Rest assured I will do my very best to further assist you.
17:40:27By the way, if you have any questions about how Samsung Electronics UK Limited, uses your personal information you can find out more at www.samsung.com/uk/info/privacy. Just so youâre aware, this may include using your personal data to provide support-related updates and assess and improve the way we support our customers, including carrying out customer satisfaction surveys.
17:41:42Going back to your query, we do not recommend or allow our customer to change the bulb themselves as this should be done by an engineer.
17:41:58Will it be fine if we send you an engineer to have this sorted.
Peter Morley
17:42:34not at my expense!!! to change a bulb are you mad?
Princess
17:43:32It depends on the warranty of your appliance. If you can change it yourself then that's perfectly fine but if something happens to the appliance the warranty will be voided.
Peter Morley
17:45:33You don't allow someone who owns one of your products to change a bulb??? You have no control over someone who buys one of your products once they own it! Please explain to me how.
Princess
17:48:14If you want to change it yourself then that's perfectly fine however this may cause further damage if it will not be performed by one of our engineers.We're just concern on the safety of the customer and the product itself. The only instruction or guide that we provide to our customers is what on the user manual.
17:48:28Kindly check the link below:
17:48:32http://downloadcenter.samsung.com/content/UM/201408/20140825191448674/DA99-01220A-21.pdf
17:48:58That is the instruction and complete guide that we can provide to our customer.
Peter Morley
17:51:01I didn't see any guidance there. I can't believe this. You are not willing to help and you are customer service? This is going to the national press for the customers country wide to make up their own minds on SAMSUNG products
Princess
17:51:05That is because we don't recommend or advise to have the bulb changed or remove by our customer. What we can recommend is to have this checked and sorted by one of our engineers.
Peter Morley
17:52:48YOU CAN'T HOLD YOUR CUSTOMERS TO RANSOM OVER CHANGING A BULB AND THE COST OF AN ENGINEER THIS ISN'T COMMUNIST CHINA!
Princess
17:53:06You can change the bulb of the appliance if you wish to however we cannot provide any instructions on how to do it as it should be communicated to our engineers.
17:53:32You may contact the nearest Samsung authorise engineer in your area.
17:53:58I can provide their contact details. May I please have your postcode so I could check the nearest one in your area?
Peter Morley
17:55:27I WILL LIVE WITHOUT A BULB AND NEVER BUY ANY OTHER PRODUCT FROM THIS COMPANY AGAIN. THIS CHAT WILL BE CIRCULATED FAR AND WIDE THIS IS MADNESS
Princess
17:55:33I understand where you are coming from and we truly respect your decision.
17:56:03Aside from this, will there be anything else that I can assist you with?
Peter Morley
17:56:13WHO IS THE CEO OF SAMSUNG?
Princess
17:57:04If you want we can escalate this to one of our managers.
17:57:18We can call you right now to have your complaint address.
Peter Morley
17:58:28THERE IS NO POINT IN TALKING TO ANYONE WHO WILL ONLY TELL ME WHAT YOU HAVE. WHO IS THE CEO?
17:59:35WOULD THIS BE OUR MAN? Lee Kun-hee Lee Kun-hee is a South Korean business magnate and the chairman of Samsung Group.
Princess
17:59:41We can further escalate this further with our Complaints Department.
Peter Morley
18:00:05WILL THEY TELL ME HOW TO CHANGE THE BULB?
Princess
18:00:37As I said it should be communicated to our engineers.
Peter Morley
18:01:25NO NEED I WILL ASK THE CEO WHAT HE THINKS OF HIS CUSTOMER SERVICE. THANKS FOR NOTHING. BYE
Princess
18:01:35You're most welcome.
18:01:37Goodbye for now, Peter. Take care and have a lovely evening!
18:01:41If something comes up, do not hesitate to get in touch with us again, we are more than happy to help.
18:01:43If you require additional support, you can find How-To videos, answers to your questions and other useful information about Samsung products on our Support website www.samsung.com/uk/support.
