Dr. Cader sent a message to Lee Kun-Hee Chairman, Samsung – email address that said:
To the attention of the Chairman/CEO of Samsung Mr Lee Kun-Hee,
If you would like to know how Samsung Australia is servicing your customers, please read below:
Samsung Australia fails in the following:
1. Providing overall poor customer experience.
2. Failing in Quality Control checks by sending defecting and unsafe components. This was done twice. I am sure many more customers receive the same defective part.
3. Unacceptable delays in relacing parts.
4. Not recording the correct ID number of the defective part on the first visit.
5. Customer care communication is very ineffective and takes a long time to get the customer to identify himself. You feel like hanging up instead of wasting your time.
6. Unacceptable delays in servicing, in this case regarding replacing a defective part.
The item purchased was a refrigerator 400L STC. Irrespective of the item purchased, one should not experience such overall poor customer as this is most likely replicated with all your products.
Remember, a satisfied customer will buy other Samsung products (in fact I own a TV from also from Samsung) but may change his/her mind and stop buying other Samsung products due the reasons I have given.
Also please remember it is not the one- off customer transaction that is of value to Samsung but the long term lifetime value and the diversity of the products sold to the same customer as a consequence of the relationship built with the customer. If you do not have a customer, you do not have a business.
