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(More customer reviews)I am a nice guy. I have patience. Customer service is inherently frustrating, I'm okay with that. Things take time. Things break. I'm okay with that too. But this is OFF THE !@#$% SCALES OF BEING OKAY.
1. My printer broke. Wouldn't scan or copy, just print.
2. I call customer service. I describe the problem. They said they'd send a replacement part and a guy would come fix it. Weird, for a $300 printer, but whatever.
3. The printer guy comes. Says they sent the wrong part. Reorders the part.
4. Two weeks go by. I call Samsung. The part is on INDEFINITE BACKORDER. I was not told. I talk to "Executive Customer Service", they say that they can just send another part that works just as well. WHY DIDN'T THEY JUST SEND THAT IN THE FIRST PLACE?
5. The printer guy comes back. Installs the part, it doesn't work. He says that he charges $400/hour. That means Samsung has already paid for two replacement parts + shipping and about $1200 in repairs to NOT fix my broken $300 printer. Genius. He marks it "unrepairable". I call Samsung, they say they're going to call me when his report goes through their system.
6. A week later. They never called me, so I call Samsung. They say they'll finally send me a new printer. GREAT!! FINALLY!!!
7. ...wait. They're not sending me a new printer. They're sending me a new unit, but I have to keep the toner, the accessories, and I have to pull out the "imaging unit" and put it in a box because if I expose it to light, the whole thing is destroyed and my printer is worthless. No matter that I don't know what the part looks like, I should be able to pull it out in the dark and put it in the conveniently sized light-proof box I don't have. Great. I ask for an email instruction or checklist so I can make sure to take out all the right parts. The Samsung tech support guy says "we don't have email." Really? Great move. A tech support department without email. Perfect.
8. Nope...not over yet. They aren't sending ME the printer. It's getting sent to my local UPS store. I now have to hope I pull out all the right parts to my broken printer in the dark, put them in a box so the "imaging unit" doesn't break, go to the UPS store, pick up the new one, and hope that I can put it all back together at my house and that I haven't left a part in the old printer because I'm supposed to take out the parts that were on a list that they wouldn't give me.
9. I call the UPS store that Samsung tells me about. They have no idea what I'm talking about and have never had a Samsung printer sent to them, ever.
[...] YOU SAMSUNG!!!!
Your crappy Epson printer breaks, they send you a new one for free, you don't even have to send the old one back. THAT'S customer service. I will never buy another Samsung product, just to not have to deal with this moronic process again.
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