Samsung offers goodwill gesture to customer
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.”