Sarika R

Poor Service and Misdiagnosis

I am writing to formally lodge a complaint regarding the unacceptable service I received from TM Electronics, a service provider that was referred to me by Samsung. Approximately two weeks ago, my Samsung television stopped working entirely — it would not power on and displayed no picture. I contacted Samsung online [12/01/26] for assistance and was advised that an agent would contact me within 12 to 24 hours. After waiting 24 hours with no response, I contacted Samsung again and was informed that due to high call volumes I should continue waiting. I was then advised by Samsung customer care to contact TM Electronics, as they were contracted by Samsung to provide technical assistance. I contacted TM Electronics and scheduled a technician visit [13/01/26]. The following day, two technicians arrived. Unfortunately, their appearance and conduct were highly unprofessional. One technician arrived wearing sandals and an unbuttoned shirt with only two buttons fastened. While I understand the weather conditions may be hot, this level of dress is completely inappropriate for technicians representing a global brand such as Samsung. I explained the issue with the television. The technician briefly tapped the screen, mumbled something to his colleague, and advised that their office would contact us. No proper inspection or diagnostic testing was conducted. Despite this, I was required to pay a call-out fee of R600. After repeatedly calling TM Electronics the following day and waiting to be contacted by the “correct person,” I was eventually informed that the television screen needed to be replaced and that the screen had been discontinued. Unsatisfied with this explanation, I contacted an independent electrical company, who sent a technician the same day. This technician opened the television, conducted a proper assessment, and confirmed that the issue was not the screen at all, but rather a faulty main control board — a completely different diagnosis. As a result, I am deeply concerned and disappointed by the service received. My concerns are as follows: • Does TM Electronics treat all customers in this manner? • Is this the level of service Samsung clients should expect? • Do Samsung-appointed technicians represent the brand while wearing sandals and unprofessional attire? • Are incorrect diagnoses given without proper inspection of appliances? I have attempted to contact TM Electronics multiple times since receiving this information and have received no response whatsoever. This experience has been extremely frustrating and unacceptable. We are absolutely vexed by the lack of professionalism, poor communication, and incorrect diagnosis, and we will not recommend TM Electronics to anyone. I request that this matter be investigated urgently and that I receive feedback regarding how Samsung intends to address the conduct of its contracted service providers.