I am writing this to complain about SAMSUNG service what I’ve got from 07th Feb 2017 – till now. It’s completely HORRIBLE and I am still work on it. I would like you to give me the solution also, want you to know about my experience.
Also, I want to inform you this,
My reference number is 4192673214. Samsung service center at SAHARA CENTER, Sharjah, U.A.E.
I requested with name and number of my friend because I had problem with my phone and I had no phone that moment. But I am SEONGHAI KIM (+971554120072 /
[email protected]) who is sending this letter and who got those situation and still dealing with this problems.
I have Two complaints,
One for to share what I have been through with your employee named Sineesh Pullsan Paorakkal who is working for Samsung as technician in SAHARA BR.
One for asking exchange NOTE 5 for new one or fix it properly or refund money.
I would like you to put yourself in my situation and think about it. Thank you.
COMPLAINT 1.
Sineesh Pullsan Paorakkal – who is working for Samsung as technician in SAHARA BR.
2017/02/07 I drop my Note5 and my screen was just black. So I went to Samsung Branch which is closest in Sahara Center. I gave him information that I bought it in Korea. When he checked the screen is fit with from Dubai. He said, he is not sure if the screen is same from Korea. Regarding the system it is not same screen. so, He is not sure he can fix it or not. I just ask him to check it if it is fit because I need to use my phone for my work also need for my coming traveling with my family in 5day. And he replied he needs 2 to 3days for check and fix if he need to inform me about it he is going to contact me. I said yes and I remain my friends information and my phone with him due to my phone has been with Samgsung service center and I don’t have another phone.
After 2days later I didn’t receive any information.
After 3days later I didn’t get any information from him and I thaught he will fix it.
At the same time, I wanted to know about how it is going. So I Called him which is the number
(+971563297444 ) 2017/02/10 around 12:00p.m. he didn’t answer me, after I tried more than three times he pick up the phone. I ask about my phone he said after he checks he is going to call. BUT, he didn’t call me back after 1hours later I waited for him so I called him again. Then, he didn’t answer me again for more than five-times. I just waited for him.
After 2hours later he called me again.
Then, He ask me same questions to notified who I am, what is my problem which I already let him know about that. I ask him just simple question it is possible to fix it or not and he replied me same answer which is he is going to check and call me back. It means he didn’t do anything for 3hours. So I started to feel bad coz it should have been ready to give me with the answer for 3days. Another is he was really hard to contact.
I waited for him to call me for more hours and He DIDN’T call me back so I WENT TO THE BRANCH. Around 3:30 arrived at there, I ask about that he told me it is not ready. And I told him who I am and ask him same simple question “CAN YOU FIX IT OR NOT?” he said he doesn’t know cos he has not check for it yet. He was really proud of that haha- He didn’t say sorry for to make me wait for today or didn’t answer the phone whatever – In fact, for 3days he didn’t check it he didn’t do anything. I lost for words getting upset with his attitude. I just told him “give me back my phone whatever you promise me you didn’t make it. So I will just bring my phone to Korea. In Korea it takes less than 1hour for everything. And I understand here is DUBAI so I let you check for it for 3days and I don’t know what you did. For three days? I didn’t ask you to fix it I ask you to check if you fix it or not.” and he replied, he got the parcel(screen) today for my phone. And he will check for that.
I was embarrassed if I knew that I didn’t feel bad. I understand that situation. But the problem is he didn’t say anything to me. And just made me wait for him for all day – I told him that if you explained that to me I didn’t need to come. And ask him when he can check.
He replied, he is going to check till 20:00 p.m. he will do it and call me.
I was asked for another 4hours time extension. It was really awkward but I gave him hours to check.
HOWEVER, HE DIDN’T CALL ME TILL 20:20 p.m.
After 20:00 called him more than 5 times and he never ever answer my call.
I went to the branch again. It will close at 21:00 p.m. he didn’t call me till 20:30. I gave him more time to check for it. JUST CHECK FOR DAMM PHONE !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
I directly go to him. And I said, “you supposed to call me 20:00 p.m. isn’t it?”
He didn’t replied me and just look at me. Then, slowly stand up and saying “what time is it ?”
SERIOUSLY ? Actually I got upset. Completely.
But I didn’t raise my voice just I told him, “I think you should say sorry first. What do you think?”
DO YOU KNOW ? WHAT HE SAID ?
He stare at me “I don’t need to say sorry, I’ve been busy to work. I don’t want to say sorry.”
Then, I couldn’t hold my temper. I can only say I was shocked by his rude behavior.
If you can’t believe this I have 5 witnesses with me who are my friends. Also, there was many people who was waiting for the service. Also, his collage saw that situation. Everyone heard that what he said to me and saw his attitude.
First, He break his word more than 3times.
- He said 3days for checking and fix if he can – he didn’t.
- He said going to call me more than 3times he promised me – he didn’t.
- He said my phone will be ready at 20:00 and he will inform me – he didn’t.
Seondly, He didn’t answer the phone for more than 20 times.
Third, He actually didn’t do any service for me. Just made me wait and get upset.
Forth, He didn’t give me any information before I got upset or visit the branch.
Fifth, HE NEVER SAY SORRY FOR ANY SITUATION.
Sixth, He also lost my Note PEN. And he said he didn’t lost it. He told me that he gave me but he didn’t. I had witness so I got from the shop but again his behavior is unprofessional and unacceptable.
Then he try to grab my Note5 put some water/oil whatever it is – I just make him stop doing to whatever he is going to do. I said, I do NOT trust you what you are doing with my phone right now. Why you put something(water/oil) on my phone? Ask him what is he doing for 3days?
– didn’t answer me. Not surprised. But you still can see his attitude.
I REALLY NEED THAT MY PHONE FOR WORK AND FOR MY TRAVELING.
That’s why I waiting for to check or fix it. but I couldn’t stand it anymore with all those situation.
It was completely HORRIBLE service and attitude. IF YOU WERE ME, IS IT ACCEPTABLE? I DON’T THINK SO. I spend my day-off for waiting him. I completely wasted my day for nothing. I needed to do my work and personal business but I couldn’t because I was waiting for my phone. I didn’t expect this situation and I didn’t know it is that hard to check for the phone.
For waiting 3days and through situation HE HAVE NOT SAY SORRY AT ONCE. NEVER SAY SORRY.
I try to find manager who I can present this situation. BUT, there was no manager – it was his day off. Maybe he acting like that because there is no manager ?
I am the customer who use to use Samsung phone for more than 15years. Also, I’ve got service because of the same reason with my previous phones. It never took more than an hour to fix and ready to use my phone again.
I understand it is different country, but it is too much. He is completely uneducated for the customer service. Even that is not his fault he should say sorry to the customer for the any inconvenience. With huge inconvenience I didn’t get any apologize and end up with anger for him. I don’t know how you employee this guy for the Samsung. He needs to be educate and need to understand his position.
SO I DECIDED TO NOT GET ANY SERVICE FROM HIM.
I wasted my day with this uneducated and stupid guy. He just gave me back my phone and I was about to leave. I am about to send a complaint letter so I need his name and ask to write his name. He just said me his name and didn’t want to write it. And I ask him to write his name. He just wrote his first name. I told him to write full-name with his family name. But He hesitated. You know? I need to ask him 3-times for to write it. Can you imagine with his work?
ABSOLUTELY THE WORST PERSON I HAVE MET.
While I ask his name there is the guy next to him who is senior. He wants to take-over that situation. I couldn’t find manager so I ask him to check my phone. I complain about Sineesh Pullsan Paorakkal, the senior apologize me instead of him. HOWEVER, I am talking with his senior, the guy wanted to say something to me that I didn’t wanted to listen so I told him to not to talk to me, but he couldn’t stop talking about his opinion. HE IS REALLY PROVOCATED. He doesn’t care about the customer’s feelings, situation. He just acting like a baby he keep presenting he didn’t do anything worng in his work.
I felt really uncomfortable with his attitude, even his senior try to make the situation come down but he still want to make it bigger and make me upset.
During he is fixing my phone he explains about what today happen, why the guy acting like that (According to him that guy is new, but I don’t think that is good excuse with that attitude).
FINALLY, he fixed my screen. It just takes 30minutes. Only 30minutes !
It was really quick. I said thank you to senior( I didn’t get his name).
Nonetheless, much to my disappointment, Sineesh Pullsan Paorakkal. Shame on him and his unprofessional.
COMPLAINT 2.
After he fixed my phone. It was working but time to time I could feel “heat” from the back side of the phone. I didn’t know why but when I ask technician after he fixed my screen if there are any other problems with my phone he answered “everything is nomal” and it work so I used it.
However, when I arrive at Sydney/Australia on 15th of Feb. Exactly 3days later(18th of Feb) it has been gone. And I think maybe I didn’t have the battery but it didn’t come again. NOT WORKING ANYMORE. Only I can see the blue light on my screen. I was upset I fixed it pay for 800AED and it’s not working again?
You can not imagine how much I was stressful.
I couldn’t use my phone when I was in Australia, I saved so many information in my phone I needed to get information again during that period. Also, my plan was not going well.
Except that, when I needed to contact with my company I couldn’t reply fast, nd I also have problem with my company about my leave and I am still work on it. I am not going to present all the small things but I had many problems because of this situation. It was really uncomfortable. I needed to struggle with every single thing due to this problem.
When I back to Dubai, before I go to work. I went to Sahara Center again, till then I thought only my screen is the problem. But the technician told me screen is okay but there is another problem with main-board.
So, I confirm again with him. When he fix the screen I asked him is there any other problem except the screen He said “NO, everything is nomal”. He admitted that he said so, but he told me now main-board is the problem.
I asked him “why”
Then he ask me if I drop the phone. I answered “NO, I DIDN’T.” because I didn’t.
I want him to explain why it happen but he seems he doesn’t know about that.
Then I told him, after he fix the screen I could feel the ‘heat/hotness’ from the backside of the phone after 8days later it just turn off itself. Also, I asked him. Is it possible for main-board to be broken without any reason? For me, I don’t understand, you said nothing problem except the screen and I fix it. Now main-board has problem after he fixed my screen.
He told me, he just fixed screen, main-board is not his fault.
So, whose fault is it? I didn’t do anything after that – and that’s not my fault either.
If you were me, what do you think about it? I am thinking that he did something wrong while he fix the phone. I am suspicious about that. But He said he didn’t do anything wrong also he can not help with this problem because the main-board is different from Korea.
If I knew that my phone has been broken completely from the first time I didn’t fix the screen. I could fix in Korea everything with 800AED. I thought screen was the only problem that’s why I paid for that. I wanted to use my phone when my holidays. It is too expensive to fix only for the screen but I trust him and his ability.
However now he said different thing and change his word. Which is really unprofessional and make me feel stupid. Also, I wasted money. I just want him to refund my money.
But he can’t.
There is one more ridiculous thing – I got upset from his answer. He wanted to try to fix the main-board. He just told me that he can not fix that the reason why the main-board is different from Korea. Again, he recommended me to bring the phone to Korea.
Then - he wants to try? For what? Why ? I don’t know why. I couldn’t understand. I made him stop to touch my phone and ask him to give me. I said him I DO NOT WANT TO TAKE THE RISK.
Really I didn’t want to take any risk and after that conversation I don’t trust him anymore.
And he said he can’t help with this situation. I told him I will make the complaint and he said “DO IT.” He insist he didn’t do anything wrong but my phone has been broken without reason.
Actually his customer service was good. He was the one who try to solve the problem and fix the screen. I am not telling he is bad, but I am really suspicious about what he has done with my phone. After he fix the screen I could feel ‘heat/hotness’ from the back side and I faced another problem with my phone about main-board. Now, my phone is not working.
For the last, I ask him is it possible to broke main-board without any reason? If you were me, what do you think about this situation? You also think same as me right?
I face the other problem but no one’s fault. Nobody in charge of this situation there were no manager that time. So I left Sahara Center. I couldn’t do anything from there.
That is why I am writing this complaint letter to you. Now I brought this to here – I write what I want from you. Choose one of them or bring me the solution if you have another. Please read carefully, give me the answer.
* What I want from SAMSUNG.
1. Fix it – Perfectly.
I want you to FIX it properly. Perfectly. I don’t want to lose my photo, contacts, information from the banking, working stuff whatever in my phone. Honestly, now I do not trust anymore Samsung U.A.E. I really want to bring it to Korea and fix it but the thing if I go to Korea, SAMSUNG KOREA going to ask me to pay for everything. I DON’T WANT TO.
So, fix it as soon as possible and I don’t want technician from Sahara Center who made all this situation. I DON’T TRUST THEM AT ALL. Also, please do as soon as possible. I am fed up to do this thing since 7th of Feb.
When I go to Sahara Center for the first time on 7th of Feb, If they just told me they can not fix, I didn’t need to get through this irritated situation.
On 25th of Feb, when I went to Sahara Center – The technician said he can not fix the problem due to different electronic component (main-borad) from Korea. I don’t know about that. Fix it. You ruined it and just fix it. That’s all I want from you. Get the things from Korea whatever you need. Find the way and fix it. I do not want to be bothered with this issue. ALL I WANT IS FIX MY PHONE. GIVE ME BACK MY PHONE WITH PERPECT CONDITION AS BEFORE.
2. Exchange my phone to NEW Note5.
If you can not fix it perfectly, change my phone with new one. Actually, I don’t want and I don’t think you are going to give me the new one. With this service how can I expect something WOW. But you should responsible for this situation. At leaset, if you can not fix my phone - GIVE ME THE PHONE WHICH I CAN USE RIGHT NOW !
3. Refund 800AED.
I already tried to ask refund today. 27th of Feb 14:30 p.m. – 16:30 p.m. (for 2hours)
Sahara Center branch – they said no.
Technician department – they said no.
Both of them were told me that they can not fix without SAMSUNG’s approval.
Problem has been occurred but nobody did wrong. Everyone said they can not responsible for anything. They said understand the situation and understand what I feel BUT THEY CAN NOT DO ANYTHING FOR ME. CAN NOT REFUNDED THIS SITUATION. What they say, They are actually not Samsung and all the money has been transfer to Samsung. As the procedure they need the approval from Samsung to refund to the customer. Moreover, they said my situation is not able to get the refund. What kind of situation can get the refund if I can not get it.
I felt like to talk to the WALL. For 2hours, waited for the manager talk with him, talk with head of technician department, explain all the situation over and over again – I did all my best, try to explain, fight, put all my effort then.. I didn’t get anything. NOTHING. They just told me to contact with SAMSUNG CUSTOMER SERVICE CENTER. THIS IS REALLY REDICULOS.
Again, I wasted my money, If it is in Korea I can fix all the things screen and main-board within 800AED. I will fix it in Korea. If you need take my new screen, take it. and, Refund the money. If I were know my phone has been destroyed I would have not fixed my screen from Sahara Center. Why should I spend money for nothing? But, your technician who is working for SAMSUNG he said only the problem is the screen and I fixed it. after that my phone is completely destroyed and they said that’s not their fault also they can not give me back the money.
I paid 800AED for broken phone and horrible service. And got so much stress.
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I have been through crazy situation since 7th of Feb. Today is 27th of Feb.
For 20days - I went to Sahara Center 5times/ call them more than 20times they didn’t answer the phone/ they didn’t, couldn’t solve the problem/ bring more problems/ can not find the solution/ make me get upset with attitude, ignorance and careless service.
I am about to leave this situation. This is the last shot for me. I experienced the worst service from the Samsung. I loved Samsung for more than 10years. I didn’t get anything bad experience from Samsung so now I do have huge disappointment.
I just wanted to fix my phone for my holiday. I didn’t expect that wish bring this hard-time to me, I lost money, time, days off, phone, pictures, personal information also, ruined my holiday with my family. For the last favor, I would like you to make it better this situation and give me the solution whatever you have. I want to leave this situation as soon as possible. Nothing more to say.
Please think about this situation from my side and put yourself in this situation. If you were me how do you feel? Do you still want to be with Samsung? I REALLY DON’T THINK SO.
I would like you to answer me as soon as possible and give me the solution whatever you have. I have days off on 1st, 5th, 6th, 7th, 11th, 12th of March. Those days I will be in Dubai. Except those days, I will not able to contact you because I am flying due to my job.
If you can not contact me send me e-mail and leave the number which I can contact directly.
I don’t want to know the number which I need to explain situation over and over again.
SEONGHAI KIM
+971554120072
[email protected]
