Terrible Samsung customer service after a failed repair of my Odyssey G9 Neo

[fintechfooty]

On 20/02/2024 at 06:23, nekrosoft13 said:

apple "geniuses" are no better.

Can't say I agree or disagree with you since I don't have any evidence to support that Apple's Geniuses are better or worse. The only thing I see here is a video where a Samsung representative intentionally scratched someone's screen to get out of a warranty repair which truly makes me think twice about purchasing a Samsung product.

That being said, realistically, this is an isolated problem that shouldn't dissuade others from purchasing a Samsung product since it is likely an issue with the employee himself as opposed to Samsung's policies.

The lesson here is: make sure you have a camera recording if any technician comes into your house because you don't know what they're really up to. If you're going in for service, make sure you document the condition of your device before hand, on a Word document or something similar with supporting pictures and proof of time (document could serve as one but we often go back and edit afterwards; make a PDF).

[tiagosilva29]

I'm unsurprised by this whole ordeal.

If I was Samsung I too would try to take down Neobond!

[Steven P. Administrators]

On 26/02/2024 at 12:55, tiagosilva29 said:

I'm unsurprised by this whole ordeal.

If I was Samsung I too would try to take down Neobond!

Lol? okay 😶

[Steven P. Administrators]

Feb 26 update:

More useless "customer service" the following was machine translated

(I made a typo in Dutch, the last sentence should be "Then I will try to take it up with the seller, who has not helped at all so far.")

[DewThePDX]

This is definitely lawsuit time.

[Brandon H Supervisor]

wow that's a horrible catch22, I would almost start considering lawsuit threats too if I were in your shoes. That pushing you back and forth between the groups is ridiculous.

[Steven P. Administrators]

On 26/02/2024 at 19:07, DewThePDX said:

This is definitely lawsuit time.

 

On 26/02/2024 at 19:15, Brandon H said:

wow that's a horrible catch22, I would almost start considering lawsuit threats too if I were in your shoes. That pushing you back and forth between the groups is ridiculous.

Yeah I am insured for legal representation of this sort, so I will definitely be starting a claim against Samsung once I have everything tied together to send to them.

They claim they are not responsible, however they accepted the registration with proof of purchase from Germany on the Samsung NL website under my Samsung account, and they accepted a repair three times with that same information that they required before considering the repair. Now that they can't furnish the part that they seemed to need for the repair, they've washed their hands of it.

[DewThePDX]

On 26/02/2024 at 12:51, Steven P. said:

 

Yeah I am insured for legal representation of this sort, so I will definitely be starting a claim against Samsung once I have everything tied together to send to them.

They claim they are not responsible, however they accepted the registration with proof of purchase from Germany on the Samsung NL website under my Samsung account, and they accepted a repair three times with that same information that they required before considering the repair. Now that they can't furnish the part that they seemed to need for the repair, they've washed their hands of it.

Yup.

I figured the parent company arrangement might come with the usual corporate legal benefits package.

 

Comes in handy for things like this, and they usually aren't expecting it. ☺️

[Steven P. Administrators]

March 5 update:

Well I received the screen back today after demanding this just over a week ago. The driver made me unpack it so she could photograph in what state it was returned. We confirmed that it was completely undamaged, even though it has been shipped around for the last 4 months. The fact CE Repair hardly did anything at all is probably why it was in good condition. I highly doubt they even unpacked it the last time they picked it up.

I confirmed (again) that the model number and serial number still hasn't been programmed in, while Samsung and CE Repair are well aware of the issue they caused.

Local Dimming still cannot be set to Auto, Low or High. A power cycle resets it to Off. This has not been fixed.

However, now the screen does identify as G Sync compatible, so idk what happened there.

So, what now?

I have since bought another screen because it was a damn good deal, excuse the mess.. I have my desk pulled out because I am managing the monitor arms.

Philips 49M2C8900 https://tweakers.net/aanbod/3562962/philips-49m2c8900-wit.html 

€850 (new is €1299) it is 6 months old and all of the components (cables/booklets and everything) were sealed.. it is a full refurbishment with 6 months guarantee from the (Dutch etailer) seller.

I will also register it at Philips.

I have boxed up the Samsung again and will just chase for a refund through my legal assistance insurance.

[Mindovermaster Global Moderator]

On 05/03/2024 at 14:33, Steven P. said:

Looks nice, steven!

[+Elі Subscriber²]

On 05/03/2024 at 15:33, Steven P. said:

March 5 update:

Well I received the screen back today after demanding this just over a week ago. The driver made me unpack it so she could photograph in what state it was returned. We confirmed that it was completely undamaged, even though it has been shipped around for the last 4 months. The fact CE Repair hardly did anything at all is probably why it was in good condition. I highly doubt they even unpacked it the last time they picked it up.

I confirmed (again) that the model number and serial number still hasn't been programmed in, while Samsung and CE Repair are well aware of the issue they caused.

Local Dimming still cannot be set to Auto, Low or High. A power cycle resets it to Off. This has not been fixed.

However, now the screen does identify as G Sync compatible, so idk what happened there.

So, what now?

I have since bought another screen because it was a damn good deal, excuse the mess.. I have my desk pulled out because I am managing the monitor arms.

Philips 49M2C8900 https://tweakers.net/aanbod/3562962/philips-49m2c8900-wit.html 

€850 (new is €1299) it is 6 months old and all of the components (cables/booklets and everything) were sealed.. it is a full refurbishment with 6 months guarantee from the (Dutch etailer) seller.

I will also register it at Philips.

I have boxed up the Samsung again and will just chase for a refund through my legal assistance insurance.

Holy smokes! I think I would get neck pain with such a huge monitor.

Looking good though.

[Steven P. Administrators]

Believe it or not, this crap is still going on with @SamsungDE who promised to escalate since taking over from the awful @SamsungNL customer "service" on May 3. But after asking for an update on June 12 I again got no response since May 27 in which they apparently have a blame game going on between NL and DE about who is responsible for the warranty. 

`

As a reminder I first put the screen in for repair on Oct 26, 2023.. Samsung "attempted" to repair it 3 times before deciding to replace or reimburse me, but then said because I bought in Germany, Samsung Germany is responsible for the replacement or refund. Samsung Germany told me (in Feb 2024) "no, Samsung NL is responsible" they are effectively leaving me without recourse. 

Let this be a warning to prospective Samsung customers.

[Brandon H Supervisor]

christ. is it too late to chargeback? or maybe time to threaten legal recourse?

[Steven P. Administrators]

Out of the blue I got a call from Samsung Netherlands who offered to exchange it for a new monitor, and that I would receive an email with the details minutes after the call, I did get the email but they have offered a lesser version of the Odyssey G9 https://tweakers.net/pricewatch/compare/1776378;2026794/ mine is the Neo on the left, what they have offered is the non GSync certified, non miniLED variant that costs more than €400 less.

A friend spoke to Samsung Germany last Friday, (because I don't speak German, and all English correspondence has not gone anywhere with them) who promised to escalate when I send an email with all of the details since October with a bunch of attachments. I just finished putting together that email this morning and sent it to the friend to confirm it's all good before I will send it, and now Samsung Netherlands has decided to pick up after they washed their hands of responsibility months ago!

 

[Mindovermaster Global Moderator]

[Steven P. Administrators]

Well this ordeal is finally over.

Yesterday afternoon this amount showed up on my bank account from Samsung. It is the amount I paid for the monitor, they did not email me so I sent an email thanking them for finally bringing this ordeal to a satisfactory conclusion and offering them to pick up the screen. So I guess I will hear something next week.

For clarity, this was Samsung NL who paid the refund, not Samsung Germany, although I suspect they will be able to claim the amount internally from Germany with the sales receipt.

Almost nine months from when I first started the RMA process!

[souper82]

For almost three years i've had this monitor from Samsung: C32JG5x Curved  1080p, 1920 x 1080 @60Hz and thankfully have had no problems, but after reading all about your problems with this RMA i think i may be considering purchasing from a different manufacturer in the future.

Thanks for a this eye-opening experience .

[Steven P. Administrators]

The saga is finally over, Samsung, via Dynalogic picked up the monitor on Thursday after calling me out of the blue to arrange a pickup.