pandachan's traveller 扁他陳 . 歐洲瘋

敷衍消費者是他們的服務態度，也是他們的服務原則！
事件發生在２００８年８月初。
因我家洗衣機裡頭兩個過濾網破了，本人在八月初打電話到該公司的服務熱線
但該公司一而再，再而三的欺騙消費者　特此發這篇文章扺制該公司。

以下內容乃本人在三星網站發的投訴信

投訴SAMSUNG客戶服務熱線人員
因洗衣機(WA71EG)內的兩個過濾網壞了,欲請貴公司幫忙代購,但貴公司的服務實在令人太失望了.在此要向貴公司投訴並給予合理的解釋。

1.自8月11日起, 本人撥打貴公司的客服專線,但連撥了一個星期都無法撥通,貴公司的客服熱線還真熱,老是無法撥通,當中也有留言但貴公司並沒有處理.

2.8月23日非常熱的專線終於撥通，其服務人員告知將要三個工作天貴公司人員會與我聯絡，但過了一個星期仍未有人與我聯絡，分明就是在敷衍消費者。

3.8月29日謝天謝地又撥通這超級熱線電話.客服人員陳小姐給予承若會處理此事並在當天回覆我,結果貴公司再次敷衍了事,並沒有給予回覆.

請貴公司給予合理的解釋,若再無人處理並再次敷衍,我將向韓國三星投訴

發了這封投訴信後，該公司並沒有一個人主動連絡我並處理此事
三天後該公司回覆了一封非常形式標準的道歉書～～　他們非常的沒有誠意
一直到九月份都沒人打電話給我

其服務專線乃 : 3698 4698

9月6日 早上九點，我再次打通了超級熱熱線，客服人員陳小姐(Catherine)承諾我當天會解決此事，但他們那種敷衍消費者的態度使我無法再次領教
於是，我便要求請他們經理或主管來處理這事，但因為尚早，陳小姐說他們的經理九點半才會上班便對我說等他們經理上班就會打電話給我，
結果我又再次被耍了！　快到下班時間了，我還是沒接到經理的電話，
我再次撥電到客服專線找陳小姐，陳小姐向我道歉的說他們經理剛好去了洗手間，原想上完洗手間再打電話給我。。。。。
試問這個理由叫誰可以接受？我便要求他馬上處理，因為我不想再被他們再次敷衍。
不久張經理總算接起電話了，我二話不說，馬上向經理投訴整件事的經過，張經理向我道歉還說會馬上為我處理並要求我９月７日去他們公司取貨，
我再次不爽地說，我花了這麼多時間、電話費、精力，得到的都是一肚子氣還要我親自到他們公司拿貨實在太令人生氣了
不會做人的張經理馬上改口承諾我９月１０日會把貨送到我家。。。。。。
張經理還給我了一個電話，不用透過服務熱線就可以直接找他，但這電話根本沒用，也是一直撥不通，我又再次被敷衍了。

張經理之專線: 3698 4602

所謂上樑不正下樑歪，張經理的承諾至今都沒有對現，怪不得客服人員也是如此
我從來都沒有接過他們一通電話，他們大公司可能太小看我這兩個小東西了，根本沒必要為我這兩個東西來耗時間。

９月１３日我又打電話到客服熱線，這回換了另一個客服人員陳先生(Kaccen)
電話接通後我二話不說馬上找張經理，但客服人員陳先生說張經理不在，說當天或是９月１６日連絡我
我對陳先生於是我給他們最後一次機會，我就等他們會不會主動連絡我
結果，我又被欺騙了　９月１６日過了下班時間都沒有一個人連絡我！！　非常的生氣

我有意向韓國三星投訴，但韓國的網站只有韓文沒有英文！！　唉！　這到底是怎麼樣的大公司呀？？

９月１７日　目前為止,他們仍然置之不理
若是你們，你們會怎麼做了呢？

以上內容並無虛構  純屬事實

Negligence to customers is their service attitude, which is also their service principle!
The case happened in early August 2008.

Since two filters inside my washing machine are broken, I called the customer service line in early August. However, the company deceit the customer. So, I decided to post this following article. Following is the complain I posted in SAMSUNG website:

Suing the customer service of SAMSUNG

Since two filters in the washing machine (WA71EG) are broken, I asked the company to help me buy the filters, but the company’s service attitude has been very disappointing. Therefore I decided to sue the company and request for a reasonable explanation.

1.           From August 11, I called the customer service hotline, but wasn’t answered even after a week. I even had left a message, but it was neglected.

2.           On August 23, the hotline was eventually answered, and the personnel told me that it would take three days for them to contact me. But there wasn’t a single call even after a week. This proves that they are neglecting their customers.

3.           On August 29, I tried to call the customer service line and was picked by a lady called Ms. Chen who promised that the company would take a full charge on the matter and would call me back on the same day. However, the company once again neglected us & didn’t even drop a call.

I request the company to provide a reasonable explanation. If there is still no response from the company, I will discharge the complain to SAMSUNG company in Korea.

After releasing the letter of complain, the company still didn’t take the initiation to contact me. Three days later, the company sent me a standard letter of apology, which I think is so insincere. There wasn’t a call even until September.

The number of customer service hotline: 3698 4698

At 9 A.M. in September 6, I tried once again to call the customer service line, and the personnel (Catherine Chan) promised me that the case would be settled that day, but their manner had let me disappointed. Therefore, I asked their manager or the supervisor to settle the case, but since it was 9 A.M., they weren’t at the office yet and would only show up at 9:30 A.M. Ms. Chan told me that they would drop me a call as soon as their manager showed up.

Once again, I was fooled. I waited until evening and they didn’t even call me. Therefore, I tried to call the customer service line and look for Ms. Chan. She then apologized and told me that their manager was at the restroom and would just call me as soon as he left the restroom.

Is this explanation logically acceptable? I requested them to settle the case immediately since I didn’t want to be fooled anymore.

Manager Cheung eventually picked up my call, and I explained my problem to him. He apologized and promised me that the case would be settled immediately and asked me to come to the company on September 7 to claim the item. I replied him with my disappointment saying that I had spent so much time, phone bill and energy only to be asked to come to the company to claim the item. Manager Cheung finally promised that the item would be delivered to my house on September 10. He even gave me a telephone number so that I didn’t have to call the customer service line anymore, but the number he gave me was not in use, and couldn’t be connected.

The telephone number of Manager Cheung: 3698 4602

Even up to this day, his promise has not yet been fulfilled. It’s not strange that the way he settles a case is reflected in the manner of his subordinates. I have not received a single phone call from them. Perhaps we as ordinary citizens are nothing compared with their huge, prominent company. May be they do not even want to waste time on us.

On September 13, I tried to call their customer service line again and was answered by a male operator called Kaccen Chan. As soon as it was picked up, I asked to speak with Manager Cheung. Kaccen Chan told me that he wasn’t at the office and told me that he would call me back either that day or on September 16. I gave them a second chance and waited for their call. Once again I was fooled as I didn’t receive any call on September 16.

The above chronology is told with truth.