A text book case of how not to treat a customer
I purchased a Samsung TV in November last year. From very early on it was showing intermittent vertical lines across the screen. Samsung initially claimed they could not replicate the fault, despite me providing video footage of it happening, every single time, on request. That led to four separate technician visits. Each time I supplied the same detailed evidence. During these visits, they replaced the motherboard, then the screen, before ever considering that the TV itself was simply faulty. They also proceeded to tell me that given they have changed the parts that the TV was no longer classed as 'faulty' (Gaslighting customers at it's finest). Only after the fourth visit did they finally acknowledge the unit was faulty. At that point I expected a straightforward exchange. Instead, I was told there was no stock in New South Wales, other states had stock but it "could not be obtained," and they would not even discuss an exchange for a different model, despite me offering to pay extra for an upgrade. Their only offer was a refund, but with conditions: the TV had to be collected first, leaving me without a product, and the refund itself would take up to 30 business days to process. So for over a month, I was left with no TV and no money. The experience since has been just as poor. Their Voice of Customer line does not answer calls. There are no proactive status updates on refunds. Three weeks after my TV had already been collected, a representative asked me whether it had been picked up yet, showing a complete lack of internal communication or record keeping or simply ignorance. One representative hung up on me after stating nothing could be done. Multiple staff read from scripts, offered no empathy, and repeated "we can't do this" without any attempt to problem solve or escalate. Based on this experience, I would strongly caution against purchasing from Samsung. If something goes wrong, you risk being left without your product and without your money for weeks, with a support process that seems designed to wear customers down rather than resolve issues.