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Brendan Willis
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Thanksgiving 2013
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2013-10-13
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Quebec City
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Vectrex at the museum in Quebec
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Guess what Finn found in the mud filled hole? a) diamonds, b) mud
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2013-08-03
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Dishwasher repair man showed up with a broken replacement part. Will have to order a new one and we will have to wait three weeks for another service call.

This is the letter I just sent to Samsung:

This will be my last proactive communication in regards to my ongoing issue involving my Samsung dishwasher (Model DMT800RHS/XAC, Serial #A3JDG9MD301104V ).

I have now spent upwards of six hours on the phone with Samsung customer support and close to two hours on the phone with Samsung’s local service company, Elite Appliance. I will not be following up with this issue by phone as my time is valuable and I have now expended more of my valuable time than should be warranted to have a brand new dishwasher fixed. This has been an entirely unacceptable customer experience. 

I will be attaching my previous written communication below, but would like to emphasize that the Samsung product in question is brand new and worked TWICE before breaking.

For clarity I will reiterate the issue in point form:

- Samsung dishwasher was purchased
- Samsung dishwasher was used twice then stopped working. No power in the unit. I confirmed that wiring was properly attached and that unit was receiving power.
- Spoke to Samsung customer service. Appointment was scheduled with local service company, Elite Appliance
- Elite appliance scheduled service call, arrived almost two hours late. Our household incurred a day of lost wages as Samsung warranty service plan did not allow for after work or weekend service scheduling
- Service technician identified issue with motherboard/mainboard?
- Technician advised us that follow up service could be done after work or on weekend and that we would have a follow up appointment scheduled within 2 to 5 business days
- No follow up from Elite Appliance.
- I followed up with Elite Appliance after 8 business days. Was advised that part was not available in Canada. Part was on backorder. Unofficially advised by Elite Appliance agent that it could be a week or two until the part came in but they would contact me immediately when the part was available
- I contacted Samsung customer service as it had now been three weeks since my brand new dishwasher had stopped working and it was unacceptable that I would be waiting indefinitely for service. Advised ECR agent that I expected a replacement unit if the dishwasher could not be fixed immediately
- Samsung ECR agent advised me that they couldn’t do anything at the moment but would contact Elite Appliance to confirm the part was unavailable and contact me back on the next business day.
- Samsung agent did not contact me back
- Called Samsung when I did not hear back with an answer (see previous email for details of this example of unbelievably bad customer service)
- Called back as the originating agent was unable to transfer me successfully
- Spoke to an ECR agent. ECR agent advised me that there was no record of any of my previous calls or of my service call, serial #, name or phone # on the computer system. Took my information, advised they would call me back the next day after they investigated
- Samsung agent did not contact me back the next day
- Called Samsung again, agent contacted Elite Appliance who advised him that the part was, in fact, in and available - they just hadn’t called to schedule an appointment (later discovered that the Elite Appliance service contract with Samsung only provides for low priority, inferior service)
- I then contacted Elite Appliance to schedule an appointment. Was advised at that time that their service plan with Samsung did not include scheduling service calls after work hours or weekends as the warranty service plan was inferior to their direct customer service quality. The technician who had advised us that they did do after work appointments and weekend appointments for follow up calls had informed us incorrectly.
- Scheduled a service call with Elite Appliance for a week later, as it was their first available service window in our area.
- Incurred lost wages in order to be available for Elite Appliance service call
- Elite Appliance service technician attempted to repair the dishwasher only to discover that the replacement part had been shipped damaged. Advised they would have to order a new part (it was three weeks for this part/service call. Same time period is expected for new part/service call)

This is entirely unacceptable.

I reiterate - this is a brand new dishwasher that worked TWICE. 

At this point I expect this issue to be resolved to my satisfaction within 24 hours or I will be contacting Visa to reverse the charge for this item. If it is necessary to reverse the charge I will hold the dishwasher for 1 week during which time Samsung, Elite Appliance or Lowes (original retailer) can pick it up. After 1 week I will deposit the unit for regular garbage pickup (as it is garbage).

There are two satisfactory resolutions I will accept at this point:

a) A replacement dishwasher is provided. This must be a brand new in the box (ie. not refurbished, as I paid for a new appliance that worked only twice and if had wanted a used appliance would have purchased a used appliance). The dishwasher must be of equal or greater value to the unit I purchased.

b)Expedited service is provided to repair the unit I have, including service that does not require any further lost time from our jobs (ie. evening or weekend service) as well as additional compensation from Samsung for the lost time, wages, poor service and frustration caused by this defective product. It is absolutely unacceptable that we have lost working hours as well as had to spend long periods dealing with poor customer service for a brand new appliance and still not have it working after almost a month.

My preference would be to have the dishwasher functioning properly as it was bought to match the Samsung refrigerator and stove in our kitchen, which I am so far pleased with (though, understandably, starting to regret having purchased). I have owned other Samsung products, and know other people who are very happy with their Samsung appliances, so I find it unfortunate that this incident has occurred and soured me on the Samsung brand.

I expect to hear from a Samsung representative within 24 hours regarding this matter, via email or phone. If I have not received further communication within a 24 hour period I will then contact my credit card provider and have the charges reversed due to the product provided being entirely defective.

I eagerly await your response and hope we can come to an acceptable resolution to this untenable situation.
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