email sent to this tk.wong@samsung.com (supposedly to be in charge of Customer Satisfaction) on 21jan @7.45pm


I am having such a terrible experience with your service centre at lowyat plaza that I vouch for my family and myself, that we will never ever buy a samsung product again. And you can bet I will champion that message to everyone I meet!


9th Jan 2009
I sent in my wife's U600 for repair at your FMG service centre at lowyat. The problem with the phone was, my wife cannot hear the caller on the line while the caller can hear her. A well known problem with the U600 slider phone, usually within a year or a year plus, the filament or flexicable will give way. The supervisor at the counter did a quick check at the back office, said the repair may take about a week to two. That the service centre will call me back to give me the estimate before proceeding with the repair. Ok, no issue, I replied, please do call me soon as it's really a hassle when my wife doesn't have a phone to use.


16th Jan 2009
Whooooa .. more than a week has passed, I have not received any call from the centre. Tried calling 03-27105214 throughout the day. There were ringing tones, just that no one picks up the bloody phone.

Went online, checked samsung.com.my. Ok, they have 1800889999 there. Gave them a call, asked them to reconfirm the lowyat number for me. Yeah, that 27105214 is the correct one. Pricked them for a mobile number too, was given 014-6688015.

Tried calling again for another bloody hour. Line rings, noone answers. Called the 014 number, there's only the blooming mandarin announcement. Cant understand a word it said, I dont do mandarin.

Called the 1800 number again. Informed them about me not getting through to the FMG lowyat telephones despite trying many times. That I hoped that I do not have to drive all the way from my home in shah alam or my work place up in the highlands to lowyat just to check on the progress. The call agent was trying to be helpful. Gave him my Jobsheet No & imei no. Not enough to satisfy me though. I told him that I have checked through the blogs, there were many similar compaints about that lowyat FMG service centre. I demanded to speak to the supervisor. This Vijay fella came, good, said they will call me back before the day ends. The day ended, no calls came. And its going to be the weekend .. what the ......


19th Jan 2009
Tried the lowyat number, no surprises here, no one ever answer the bloody line. Called that 1800, a lady call agent answered the phone. Explained the whole scenario to her . Promised she did, we will call you back.

7.45pm ... beep beep beep .. a sms from that 014-668015. "Samsung hp still in process". Eh? What the bullocks does that mean? So when will it be repaired?????


20th Jan 2009
Called them again .. same frustrating results.


21st Jan 2009
Went to the lowyat service centre around lunch time. Anna was serving at the counter. Gave her my jobsheet. She checked through the terminal. "Aaaah yes sir", she said, "the estimate for the repair is RM46 for the cable + RM40 for the workmanship. And your correct job sheet no is 07009008932".

I replied, "Fine, that's a no issue. But when will the phone be ready?"

Anna, " it will be after Chinese New Year"

I blew my top! "What the hell? It's coming to two weeks!!! etc etc etc !!!!"

Anna, "You have to approve the estimate, sir, and we need time to repair"

I, "You fellas were supposed to call me on that estimate. None of you called. I tried calling your lowyat centre, nobody bothers to pick up the phone.Howe come you guys didnt call me?"

Anna, "The technician did not inform me."

I, "Eh? After close to fourteen days and I am here right in front of your counter, you have to cheek to give me that estimate procedure for a mere RM86?" I demanded to see the technician, the manager, anyone who can help me. "Who is that technician?"

"It's Mr Saw", Anna went to the back office, returned and said, "Sir, ok you can come back on Friday 24th Jan".

I asked, "Friday? This coming Friday? Two days from now? Ok, that is good. What time please? I can be here around lunchtime?"

Anna, "Make it evening ..."

I, "Not on a Friday eveing please. This place has horrendous traffic on Friday evening. I have to drive all the way from Shah Alam ... etc etc.."


WILL I EVER GET THE PHONE READY BY THIS FRIDAY???
I hope I can. But seriously, I doubt it. I will go to lowyat anyway, no bloody choice. And if I cannot get that samsung done, I buy a new nokia set.


WILL YOU CARE TO RESPOND TO MY EMAIL???
Frankly, I dont give a damn whether you will respond by then, whether you are away on leave, or you are leaving or maybe have left the company. This email I am sending to every samsung manager's mailbox I can find in Malaysia, Singapore and Korea plus every blogs and forums that i can reach to on the internet.

This post has been edited by eye: Jan 21 2009, 08:13 PM