If The Customer Service Sucks, Don't Spend Your Money On Their Products

Almost two years to the date that we purchased our Samsung microwave it stopped heating food. Everything else worked just fine. I followed the directions in the owners manual to reset and test to confirm that it was the magnetron (the part that heats) and then called Samsung to find out what I had to do to have the only part that was now still under warranty replaced.

That was December 2013.

Fast forward to today and I am now the proud owner of a Whirlpool microwave and will tell you that even if it's the lowest price on the face of the earth or even the only product of it's kind. If it's made by Samsung, DO. NOT. WASTE. YOUR. MONEY!!!

JUST DON'T

For eight months they have given me the run around. I have wasted countless hours on hold and dealt with some of the most incompetent customer service representatives on the face of the earth.

First they announced that I was out of warranty...I knew this.

Then they announced that if it was the magnetron it was covered...I also knew this.

Then they offered to sign me up for an extended service plan...cool.

Oops...no certified Samsung repair shops...ANYWHERE near here.

Then they transferred me to a Customer Service Agent who told me that I needed to take it to a Samsung certified repair shop. But wait...

Then they told me they would have to have someone call me within 1-2 days. It was approximately 1.5 WEEKS before I heard from anyone.

When someone finally did call me back they told me that 1. The machine was out of factory warranty but that the magnetron was still covered 2. I had to take it to a Samsung repair shop. They they put me on hold to look up said repair shop only to come back and tell me that one doesn't exist. I told them that I knew that and reminded them that I told them that when we first started the call.

I was then informed that our diagnosis of the magnetron had to be confirmed by a repair shop before they could do anything.

I asked why my hubby, who works on multi-million dollar equipment for a living, could do the diagnosis and was told that he wasn't certified by Samsung. I then pointed out that there was no one near us who was. They said that it had to be a repair shop, any repair shop. So I said, "What your telling me is that you will take a diagnosis from any Joe Blow about our microwave except from my husband despite his qualifications." They said yes.

They gave me a ticket number to reference and said that when I had the diagnosis to call back.

Approximately 48 hours later, before I could even find a repair shop, I got an email telling me that since they had not heard from me they were closing the ticket and I would have to start over when I was ready.

This went on for months.

They would give me the run around and then close out my ticket before I had the time to take the action they told me I had to take.

The repair shop that we took the machine to told me that they cancelled their Certified Affiliation  with Samsung because they were so difficult to work with.

No kidding?!

A month ago I spoke to someone in Executive Customer Relations and was told that they were going to do a pro-rated buy back of my machine since it had been such a "cluster" trying to get things taken care of. They would need the receipt to show what I paid and would then cut me a check.

Finally a light at the end of the tunnel.

Could I find this receipt? Nope. Of course I could find it until I needed it and then POOF it was gone!

I called Sears and they mailed me a copy of the original invoice.

In the meantime, I received an email from Samsung stating that since they had not received my receipt and were going to be closing my ticket.

WTF????

I received the receipt from Sears and called Samsung to find out where I send it and was given the choice of text messaging or Email. I took the information for both and immediately sent the receipt via text. Three days later when I had heard nothing back I sent another copy back via email.

I received a voicemail and email from the customer service team informing me that they had received the receipt and that it was out of factory warranty but that the magnetron was still covered and I had to take it to a Samsung Certified Repair Center.

Holy Crap!!! Are you freakin serious?! WTF did I do in my lifetime to deserve to deal with this level of incompetence?!

I called, waited more than 30 minutes just to speak with someone and when I finally got someone on the phone, guess what they said? Yup! You're right... The machine was out of warranty but the magnetron was still covered and I needed to take it to a Samsung Certified Repair Center.

O! M! G!

After a lengthy conversation with someone, who should never have been hired to have a job that requires verbal communication, I was transferred to the Executive Customer Relations where I held for at least another 15 minutes while being forced to listen to a pre-recorded message about how wonderful Samsung is. Yeah right.

After finally getting a human I was informed that the other human who told me that I would receive a pro-rated buyback was wrong, translation lying and/or incompetent, and they wouldn't be doing that since the machine was no longer under warranty. I pointed out that they only reason the machine didn't work was because of the only part that was still under warranty and was told that that didn't matter and after wasting two hours of my life on the phone, there was nothing she could do to help me and there was no one else I could speak to since she was in the Executive Customer Relations department and was as high up the chain as I could go.

So in essence, eight months, countless phone calls and countless hours later Samsung has basically told me to F-off and they don't care whether or not I am a happy or disgruntled customer.

Samsung is like the abusive domestic partner who will punch you in the face, not apologize and then tell you they don't care all while trying to make you feel like you did something wrong.

So, if you want to feel like an abused piece of crap go ahead, by all means buy a Samsung.

If however, you prefer to be able to trust what you've purchased, stay away from them...far away from them. There are lots and lots of appliance companies out there. Samsung neither wants nor needs your business. They are not willing to stand by their products so you shouldn't give them your hard earned money.

I will NEVER, EVER, EVER own anything that says Samsung on it again as long as I live. AND, I will be more than happy to tell everyone I know how crappy their product was and how terribly I was treated by their grossly incompetent Customer Service Department.

If you know me, you know I mean it.