Are You Kidding Me?

Nearly 2 years ago, we had a Samsung laptop which developed some technical issues just shortly after the one year warranty expired.  I emailed Samsung to find out if they could recommend some place I could take the laptop in for repair, to see if it was worth repairing.  Their response to me was a template email stating that they couldn’t help me as the warranty period was over.  Nice!

Being ever the hopeful consumer, I did go to their website (this was around Christmas) to see what Boxing Day specials might be on.  There was one model I was interested in but when I tried to order it online, I got a sold out message.   So still being ever hopeful, I phoned Samsung to inquire if they might have a rain check on this particular special as it was still listed on their website.  I got a very rude person on their help line who laughed when I asked about a rain check and told me sold out meant it was sold out.

What was interesting was that I visited their website every day for the following four days, and they still had that same special listed on there.

I finally came to my senses and did not buy another Samsung computer and never will after suffering their terrible customer service.

What I find totally amazing is that over the past few months, Samsung has started emailing me telling me about their wonderful products.  Are you kidding me?  You won’t help me when I actually have one of your products, but now that a recession is on you suddenly are able to dig up my email address and email me on a regular basis?  Too little, too late, Samsung.  I’m not coming back as a customer.  Ever.

By fiona, August 04th, 2009   |   in   Are You Kidding Me?   |   3 comments

3 Comments so far

  1. Stephen Abbott August 4th, 2009 3:06 pm

    This is a story that plays out so often in our world in so many different industries. Left hand doesn’t know what the right hand is doing, and clearly couldn’t care less.

    So sad.

  2. If Only I knew! « Doha Shawki September 23rd, 2009 9:38 am

    [...] http://www.fmwalsh.com/2009/08/04/are-you-kidding-me-7/ [...]

  3. PM Hut September 28th, 2009 10:06 am

    First I didn’t know that Samsung manufactured laptops, thought they were mainly about TVs.

    As a Project Manager, I am interested in your story since whoever implemented the marketing infrastructure project in Samsung forgot the vital link between Customer Support and Marketing in the initial project plan. These should go hand in hand if you want your marketing to be effective.

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