Sugar and Spice n everthing nice. WELL NOT TO DAY!!!
Yep the day has turned pretty grey and it's not the weather!!
It comes in the shape of this.Yes my lovely new fridge that I have treated like gold dust ever since it graced my world.
I bought it from a respected shop that will not be named or used in the same breath as SAMSUNG.
Well the most important feature of my lovely fridge is the icemaking feature. I only bought a fridge like this for that reason. My only crime is to have bought it straight off the shop floor ie: slight scratch marks on the handles, bit of dust etc ( bit of money off but not much - that'll teach me ).
Well I had one day of happiness with the ice making part but then a small part similar to a washer came away within the ice box (not the lever on the outside ) which meant condensation got into this section and froze over the exit for the ice cubes - a job that could have cost about 50p ($1.00) to replace.
BUT OH NO!! according to the customer care man they didn't cover shop soiled goods with broken levers that were sold in the shop as is...... (?) Did I mention broken lever? Well we didn't have a broken lever and everything was absolutely great for 1 day AND
AND why oh why would I buy a fridge with a broken ice making feature (????) I wanted the fridge because of the ice maker!
Well our conversation escalated to the hierarchy of the customer care and then spiralled downwards into the darkest area's of the deep blue where the sharks hover :(((
Rules for customer care - how to keep your customer calm and collected -
1. The customer is always right - well not in Samsung UK?
and if (not on this occasion) their not right don't proceed to tell them in sarcastic manner that they are wrong, it puts their back up.
2. When the customer is really upset and will never buy from them again .... please oh please don't tell them that Samsung corner the market by 80% and you don't really have a choice.
3. When the customer says they will take the problem higher. Don't say it doesn't really make a difference.
You are only undermining the top guys ie: the Company Director who worked so hard to get the product out to the customer and also pay your wages :)
NO STOP right there .... I the customer pay your wages and without me none of you would be paid each month and Samsung wouldn't even exist either.
and if you are in a job that you don't really care about why don't you get yourself out of there and give the job to someone who does care !!!
Well we made one good decision we took out a ' what ever happens insurance' with the shop we bought the item from,
They are going to replace the fridge and speak to Samsung UK - I am NEVER going to buy SAMSUNG again not that the customer care CARED AT ALL!