Terrible Customer Service

Samsung warranty complaint – three weeks and still no resolution

I’m hoping someone from Samsung can help because we have now spent three weeks trying to resolve a straightforward warranty issue and are getting nowhere.

The TV was purchased from Reliant Direct on 27 July 2022 for £395, and the original order clearly states “Free Samsung 5 Year Warranty.”

The TV is also registered on our Samsung account, and the serial number on Samsung’s system matches the TV.

We have supplied Samsung with the original receipt and all the information requested. Despite this, customer services have failed to resolve the matter.

We've had a couple of telephone calls, but nothing has been put in writing. We have not been given a proper complaints procedure or a meaningful escalation route, and when we asked for someone senior to deal with it, we were effectively fobbed off.

We are now left wondering why Samsung is making two pensioners spend weeks chasing a warranty on a £395 television when the five-year warranty was clearly included with the purchase.

It feels as though we are simply being worn down until we give up.

We don't think this is acceptable customer service from a company like Samsung.

Can a Samsung moderator please arrange for this to be escalated to someone who can actually take ownership of the complaint?

We have the purchase receipt, warranty details, Samsung registration and serial number and can provide them again if required.

We have also tried to contact Samsung management directly and asked customer services to provide the details of someone senior who could deal with the complaint. We were given absolutely nothing — no name, no contact details and no escalation route.

We have effectively been left with nowhere to go and no one prepared to take responsibility.

Is this really Samsung's complaints procedure — just keep passing the customer around until they give up?

We are two pensioners who have spent three weeks trying to resolve a warranty issue on a TV that Samsung itself shows as registered, with a purchase receipt showing a five-year Samsung warranty. We are simply asking Samsung to honour that warranty and give us a proper written response.

Can someone at Samsung please take ownership of this?