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Old 12.06.2012, 11:06
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Samsung Switzerland - Woeful customer service

All,

Can anyone offer me Swiss consumer advice?
We bought a Samsung TV from Migros in April. Since then it's developed a fault and rather than replace the TV, Samsung have taken it away.

We were advised we'd get the TV back today (in time for the Euro football)
However, now they're telling us they can't get the parts until the end of the month.

I'm frothing at the mouth. I've paid 600CHF with nothing to show.
Are Samsung obliged to replace when it's so new? Should I get Migros involved?
Because I'm in Switzerland should I just lower my expectation of Customer Service?


Any advice will be greatly appreciated folks.

James
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Old 12.06.2012, 11:12
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Re: Samsung Switzerland - Woeful customer service

What your terms and conditions specify?
What's your contract with them?
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Old 12.06.2012, 11:19
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Re: Samsung Switzerland - Woeful customer service

This is why I ask my question on Consumer advice.
In my home country I could take for granted that my TV would be replaced immediately.

I shouldn't need to trawl through contracts. If this is the standard level of Customer Service in Switzerland then I shall take it on the chin, otherwise I will challenge Samsung's approach.
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Old 12.06.2012, 11:24
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Re: Samsung Switzerland - Woeful customer service

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Should I get Migros involved?
Yes
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Because I'm in Switzerland should I just lower my expectation of Customer Service?
Yes, generally spaking, you'd be surprised with what companies are getting away with here, simply because the customer has no rights.

These folks might be able to help you out with your questions.
http://konsumentenschutz.ch/contact/
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Old 12.06.2012, 11:24
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Re: Samsung Switzerland - Woeful customer service

Scandalous. In Oz, a business that didn't offer an immediate refund or replacement would not last very long. I suspect that such practice might even be illegal in Oz under the Consumer Rights legislation
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Old 12.06.2012, 11:27
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Re: Samsung Switzerland - Woeful customer service

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Scandalous. In Oz, a business that didn't offer an immediate refund or replacement would not last very long. I suspect that such practice might even be illegal in Oz under the Consumer Rights legislation
Take yourself to Migros and demand that you get some remedy. Temporary tv until the other is available or have them give you a new one and deal with Samsung. You have to be a bit more proactive. Can you speak German?

BTW, when did samsung "take it away"? You mentioned you bought it in April but didn't say when it was taken. I would think that within that short period of time you should just get a replacement...did you contact Migros or Samsung first?
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Old 12.06.2012, 11:36
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Re: Samsung Switzerland - Woeful customer service

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Take yourself to Migros and demand that you get some remedy. Temporary tv until the other is available or have them give you a new one and deal with Samsung. You have to be a bit more proactive. Can you speak German?

BTW, when did samsung "take it away"? You mentioned you bought it in April but didn't say when it was taken. I would think that within that short period of time you should just get a replacement...did you contact Migros or Samsung first?
The TV was taken away just over a week ago.

I went straight to Samsung. I don't speak much German however my wife does, so she's going to kick up a fuss with Migros (in the nicest possible way)
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Old 12.06.2012, 11:50
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Re: Samsung Switzerland - Woeful customer service

I wish you well...hopefully Migros will give you a satisfactory result! We had a similar issue when in the states where the store couldn't deliver a tv on the agreed upon day due to an ice storm and I went in and complained and they gave me 10% off. I wouldn't expect this here...but sometimes the squeaky wheel does get the oil. Now, I can't remember if they gave me the 10% on the tv we already had or if it was on the small new one that we bought as I had to have a tv that day...the final four was on and my team was involved
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Old 12.06.2012, 12:11
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Re: Samsung Switzerland - Woeful customer service

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I shouldn't need to trawl through contracts. If this is the standard level of Customer Service in Switzerland then I shall take it on the chin, otherwise I will challenge Samsung's approach.
???
So you should sign a contract saying you sell your ass to the other party and then you dare to say "you should not have to trawl through contracts"????


Not even commenting on the efforts it would have required from you to...read...1 or 2 pages, total...

Anyway, maybe you should complain to the human rights association, saying that consumerism has taken your brain away.

Ok, good luck in your complaint based on your feelings and ideals.
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Old 12.06.2012, 12:14
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Re: Samsung Switzerland - Woeful customer service

samsung has taken the tv away to repair, what do you expect migros to do now??? get back on the phone to samsung, lots
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Old 12.06.2012, 12:16
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Re: Samsung Switzerland - Woeful customer service

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samsung has taken the tv away to repair, what do you expect migros to do now??? get back on the phone to samsung, lots
May I?

The OP should not have to trawl through his brain to answer your question.
Samsung should send him a pack of fresh beers, pop corn, a brand new TV twice bigger. All that delivered immediately at his home address.

That's what customer service should be.

PS: If they can't provide that, no deal, they are bad customer service.
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Old 12.06.2012, 12:19
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Re: Samsung Switzerland - Woeful customer service

im also a bit confused about the migros angle... what do you expect migros to do now you have dealt directly with samsung?

samsung tried the same with us in the UK - we demanded a loan unit or full replacement, they gave us a loan unit on collection - which was exactly the same model
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Old 12.06.2012, 12:24
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Re: Samsung Switzerland - Woeful customer service

we had the same issue with a samsung - they took it away but did provide a back up tv.

in the end they gave us the full cost of our tv back and we bought another one (it couldnt be fixed cheaply)
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Old 12.06.2012, 12:29
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Re: Samsung Switzerland - Woeful customer service

Just our of interest, would this be a 40 inch samsung tv?
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Old 12.06.2012, 12:30
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Re: Samsung Switzerland - Woeful customer service

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What your terms and conditions specify?
What's your contract with them?
In my experience of buying electronics from Migros you usually get a copy of the till receipt stapled into a paper folder as your guarantee. I've never received more than that so I would find it very difficult to find the terms and conditions there.

I have to admit that in The OP's situation my first port of call would have been Migros. Usually your contract is with the retailer not the manufacturer and it should be up to Migros to organise the repair/replacement as appropriate. I would only contact the manufaturer directly if I was not getting a satifactory solution from the retailer.

It's a bit late for that now though so all you can really do is call Samsung and see if you can get a replacement TV until yours is repaired.
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Old 12.06.2012, 12:33
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Re: Samsung Switzerland - Woeful customer service

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Just our of interest, would this be a 40 inch samsung tv?
..... like the one I bought from Migros a short while ago.

What do you know, that maybe I should?
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Old 12.06.2012, 12:39
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Re: Samsung Switzerland - Woeful customer service

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..... like the one I bought from Migros a short while ago.

What do you know, that maybe I should?

The 40" samsungs (and re-badged ones) have an issue on the power boards, the capictors are under rated so fail, causing lines on the screen, interference and on ours we lost HD all together, its a simple fix, just replace the capacitors (6 I think) but its a really common fault, just google it
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Old 12.06.2012, 12:44
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Re: Samsung Switzerland - Woeful customer service

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The 40" samsungs (and re-badged ones) have an issue on the power boards, the capictors are under rated so fail, causing lines on the screen, interference and on ours we lost HD all together, its a simple fix, just replace the capacitors (6 I think) but its a really common fault, just google it
As the falling optimist was heard to shout as he flew past each floor of a high-rise:

"So far, so good".
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Old 12.06.2012, 12:50
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Re: Samsung Switzerland - Woeful customer service

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The 40" samsungs (and re-badged ones) have an issue on the power boards, the capictors are under rated so fail, causing lines on the screen, interference and on ours we lost HD all together, its a simple fix, just replace the capacitors (6 I think) but its a really common fault, just google it

It is the 40" one yes And the lines on the screen are dying.
Grrr....it's a widely known problem.....and they've got my CHF!!!!
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Old 12.06.2012, 13:05
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Re: Samsung Switzerland - Woeful customer service

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It is the 40" one yes And the lines on the screen are dying.
Grrr....it's a widely known problem.....and they've got my CHF!!!!

Next time google before you buy they where being sold off cheap for a reason, I really don't understand why samsung didn't just replace all the powerboards in the old stock
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