Sam­sung of­fers good­will ges­ture to cus­tomer

The Star Early Edition - - NEWS -

SAM­SUNG re­sponds to Andiswa Ru­lashe’s is­sue with her tele­vi­sion:

“The TV in ques­tion was pur­chased on the Oc­to­ber 26, 2015, and is there­fore con­sid­ered an out of war­ranty unit. The cus­tomer re­ported her unit faulty in July 2018 and was pro­vided with trou­bleshoot­ing steps via e-mail on July 18, 2018. She ad­vised that when she called into the call cen­tre her unit was work­ing in­ter­mit­tently, switch­ing on and off, and that soon af­ter fol­low­ing the trou­bleshoot­ing steps she was pro­vided by an au­dio visual product spe­cial­ist her unit would not go on at all.

“Ac­cord­ing to the ser­vice cen­tre, the main board needs to be re­placed as it is de­fec­tive; the ser­vice cen­tre also ad­vised that this could be due to a surge in the power sup­ply. A Sam­sung ser­vice spe­cial­ist ad­vised that the fail­ure to the main PBA can­not be di­rectly or in­di­rectly caused by the re­set­ting process and that the de­vice was par­tially faulty, be­fore the cus­tomer called into the Sam­sung Call Cen­tre.

“Con­sid­er­ing the above state­ments, Sam­sung se­nior man­age­ment has con­cluded that the cus­tomer will be as­sisted with costs for the part that re­quires re­place­ment. How­ever, the cus­tomer will be li­able for the labour costs. The de­ci­sion made is as a good­will ges­ture to the cus­tomer.

“The cus­tomer agreed to the of­fer and ad­vised that she is happy with the out­come.”

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