Customer Review

14 of 14 people found the following review helpful
1.0 out of 5 stars Rubbish product and appalling service, 25 Oct 2012
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This review is from: Samsung Series 5 530U3B 13.3 inch Ultrabook (Intel Core i5 2467M 1.6GHz, 4Gb RAM, 500Gb HDD, 16GB SSD, LAN, WLAN, BT, Webcam, Windows 7 Home Premium 64-bit) (Personal Computers)
This notebook had a complete hard disk failure after three months. Having called them! I then had to drive an hour to the nearest repair centre to avoid adding 3-4 days onto the lost time, if they were to collect and deliver.
I collected 5 days later and it is still not working, due to an error at their repair centre.
They now advise me that they can't offer me a fast track solution to solve their error and I must either drive again to the service centre (in working hours of course because I apparently dont need to earn a living) or wait up to 2 working days for collection and still wait for the standard 5-7 days after that, before it would be shipped back.
The customer service staff are excellent at trying to word things as 'you not accepting their solution' rather than ever admitting that they created the situation and that it might be reasonable for them to respond with a little greater urgency and prioritise my repair.
A constant requoting of their policy can wear surprisingly thin, as a form of entertainment.
From this experience I consider Samsung to be a very poor company to deal with and will certainly share this view with anyone I think might want to hear it (in fact until I have cooled down I will probably share it with a few people who don't want to hear it!). I certainly won't be buying anything else from them.
Awful, awful, awful.
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Tracked by 2 customers

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Showing 1-2 of 2 posts in this discussion
Initial post: 13 Jan 2013 20:23:40 GMT
What service center?

In reply to an earlier post on 13 Jan 2013 21:34:55 GMT
Breezy says:
The service centre was an agent based in Swindon (cant remember the name,, had 'Tech' in the name). They weren't the real problem though. They did make a mistake on the first repair but the obstructive and rude people on the Samsung call centre were the ones that incensed me. They seem to be trained to avoid any responsibility outside of their rigid and unhelpful service standards. Even though they 'needed' to recover the double failure (hard disk three months old and unsuccessful first repair attempt) they absolutely refused to be flexible and insisted that the usual (rather slow) repair time was all that they could offer.
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