I only gave 2 stars because the tech who worked the ticket from Samsung seemed interested in helping me out. Otherwise, 1 star was BEST - zero would have been better.
On July 7, 2017, I received a call from NICOLE to advise me that the techs were ahead of schedule and would like to come out earlier to which I accepted. When she regurgitated her script about the service charge and that the unit was out-of-warranty I stopped her and told her that the ticket should have indicated that SAMSUNG was covering all parts and labor since the ticket was issued stemming from a BBB case. NICOLE demeanor was symbolic to a lazy, bus station bathroom attendant in that she exhibited EXTREME verbal queues that really she couldn't give a shit and it was "my problem". I asked to speak to someone else and the 2nd person/woman I spoke to was very professional, apologized that I have been inconvenienced and suggested a call to Samsung because they weren't able to modify the ticket. So I did - I reached an extremely professional customer service agent by the name of Haley (NICOLE should follow her example) and the ticket was updated with notes that the fee would be waived.
I contacted SAMSUNG and had the ticket corrected. I spoke with an amazing rep by the name of Hailey who really knew how to do her job. I was happy- that is, until I called your business back to confirm the dispatch. Thinking that YOUR company would call me back to confirm, which never happened, I called and this time Nicole was SO RUDE that I felt it was important to speak to her manager. First, she told me that she was the only one there - everyone was at lunch. Then when I asked for a name, she refused and get regurgitating "is there anything else I can help you with"? When I demanded the name of her manager, she told me that SHE was the manager and again refused to transfer the call to anyone else. Hell, the janitor could have taken the call and I would have been more satisfied with that conversation than the one I was having with this woman who AGAIN hung up on me. DISGUSTING.
Your tech showed up and he was very courteous. While he sounded like he knew what the problem was, he relied on the diagnosis of the machine. While he was here, I called back and spoke to Maria and explained what happened. She assured me that my complaint would be addressed. What was concerning, though, is that she did not know the names (at least the first name only) of the employees that work there. Your tech made his recommendations; I thanked him for the visit and he left.
To say that there is some validity regarding the complaints that are online about your business is to state this lightly. While I realize that ever know and then you will run across an employee who seemed like a good fit at the time of the interview but turns out to be a detriment - sometimes COSTLY - to the business, there is still the responsibility of the management team to insure that the people who interact with your customers whether they are direct or from major entities like SAMSUNG should be treating those callers with respect and common courtesy. If they can't handle doing that then perhaps that person is not a good fit. This is the case with NICOLE or whatever the hell her name is. Maria, when I had the opportunity to speak with her which took 3 phone calls to your office remembering that of those 3, I was hung up on twice, stated that she didn't know anyone by the name of NICOLE or PATRICE. That's a pretty unbelievable statement considering that she works with these people everyday UNLESS your operation hires repeatedly because of the bad apples you bring into your workforce.
At the end of the day, I could care less if you choose to pay people who clearly have no interest whatsoever of helping you keep a solid customer base. Why not, right? So easy to file bankruptcy these days and start new with a different DBA. Overall, SAMSUNG heard an earful when I called them after dealing with NICOLE or PATRICE or whatever the hell her name is. I escalated the call and ripped into the supervisor that I spoke with about my experience and asked for the regional manager of vendor relations to contact me. NO - you should not be doing the service calls for a company like SAMSUNG because your office maintains ZERO responsibility and professionalism. The reviews on YELP should have clued you in on this a long time ago.
I will never recommend your company despite the fact that the tech was pleasant and seemed helpful. I plan on getting a second opinion about his solution but this is not uncommon. YELP is going to get a review from me as well and I plan on sharing my experience with that asshole who answers your phone when the employees who really want to be there are at lunch. Hopefully you will take this matter seriously as it DOES affect you and get rid of the dead weight in your office.
I HIGHLY DOUBT that Nicole had the SPINE to give me her real name.