|
|
楼主 |
发表于 2005-2-17 18:05
|
显示全部楼层
感谢大家的热心帮助和建议，我先采纳楼上的建议，给samsung经理写封信，没有结果再想别的办法，刚刚写好，传真出去了
Dear Manager ( Samsung Company):
I am your customer of Samsung Laptop. You say you have the best servie after selling (24 hr pickup in Europe). That is the reason I choose samsung .
But after I bought your product (samsung laptop), I am very dissapointed with your service. I want to resolve this problem by disscussing with you, but not by other way first.
I kept all material ,all facts and telephone record which can be used to demenstrate the story.
You are brave to acknowledge your mistake, why not brave to take responssibiliy? Why let your customer to be responsible for your mistake?
you make very simple thing very very complicated, here is the complicated storry:
1. December 2004 I found the DVD-writer ( super-multi) can not read any disc, I just bought this laptop 2 month ( a shop in Hamburg), I contacted the shop, they said, if they repair it, I will lose service from you (24 hr pickup service UPS). So I decided to contact samsung service directly.
2. I contact your service center at least 3 times, you (samsung) promised me to pick it up, and told me how to uninstall the DVD-writer from laptop. Then I waited for your 24hr pickup. 4 days later, I can not wait any more and contacted you again. It is amazing, you even did not input my case to computer! Then I ask the order again and again, to make it sure, I even ask a manual to uninstall the DVD-writer, they send it to me. Then I know who will be in charge of my case.
3. This time, it seems to work. UPS picked up the DVD-Writer soon. What made me happy is that I got repaired DVD-writer less than one week. When I opend the package. I found two dvd-writers, one is the original (old) one, another is new one. I went to your web page to learn something about your samsung repair policy ( one person from samsung service also explained it to me once). As you said, when you received the broken things, you will first check whether it can be repaired or not, as well as, you check who will be responsible for the broken of product. If it is not customer’s mistake, and if can be repaired, maybe it will take some days for repairing, if it can not be repaired, you will send customer a new one as a replacement, usually it is very quick. To make sure the old is the one you can not repair. I reinstalled it to laptop, as I expected, it still did not work. My friend even suggested me to throw away the broken one ( because I got a new replacement from you), I think she was right, because even you ( computer specialist) can not repair it, how can we repair it? It is illegal to sell broken thing to others, so what is the use of the broken dvd-writer? It is useless like rubbish. But I decided to keep it. Anyway, if it is my rubbish ( you can not repair it and had gave me a new one), I have right to manage it as I want according to the law
4. to my surprise, the new one can not be inserted to laptop, finally I found, although this is the new dvd-writer, it does not match the type I bought. Then I contacted your service center, first they did not believe you could send a wrong type. And they guessed I do not kown how to install it. When I showed them the pickture of the new dvd-writer, they believe it. Then they promised me to change a correct type. But before sending another new one, you ask me to send back the new one( wrong type). I understand it altough I was not happy with that and wonder why not give me the correct one in the same time, in this way you can save money from UPS)
5. UPS came vey quick and picked up the new one (wrong type). As to The old broken one, I put back to computer box and never use it any more. Then I waited for your new one, wait and wait and wait. No response. One week later, when I called you again, your anwser surprised me, Asked me to send the laptop to you! Don’t you think it is ridiculous? It is you samsung taught me how to uninstall dvd-writer from laptop, you send manual to me by email. To replace the dvd-writer, why you need laptop? You samsung has more information about laptop than I have, you should know everything about the laptop you are selling. Don’t you know the correct type of dvd-writer? I can not believe it! It is easy, just send me the one with correct type. Because I need laptop urgently, and most importanty, because you are big company (samsung), I would not like to believe samsung are cheating her customer. So I follow your suggestion. UPS came very quick and picked up my laptop.
6. again, no news any more. I contacted your service center again. I would say your anwser was really ridiculous, you said you need the old broken one! I ask what is the use of it, this is the rubbish I going to throw. You said you samsung sell too many laptops, you want to know exactly what is the type of the dvd-writer. I have to believe you once more, I hope samsung is not cheating.
7. UPS picked up the old broken one very quickly. Before picked it up, the person from ups, check the dvd-writer by his eyes, no problem was found. He put it back to the paper box I prepared and left. But as I expected, no information from you any more.
8. I have to call you again, your anwser made me very angry. You would not send me a new one, as you said , the old broken dvd-writer was broken! This is the most ridiculous anwser I have ever heard. Do you think the sentence is logical? On the other hand, you repeated several times, that you made some mistake during repairing, you are so brave to acknowledge your mistake ( Mr. Lehman), why not be responsible for that? Then you have new idea to fool me, you said during transportation, UPS break the DVD-writer, anyway, the custermer will not responsible for that (Mr. Lehman said). You ask UPS to compensate. But UPS will give anwser in 8 days. Now I have to believe Samsung is not cheating her customer.
9. eight days later, I called you again, you changed your words again. And said maybe I should pay for it by myself if UPS define the writer was not broken by UPS. You samsung is so smart. You acknoledge your mistake, but would not responsible for that. How can UPS acknoledge their mistake if it was defined by themselves. You said ups use machine to scan all the product they transported. But what I saw is they check it by their eyes when get the dvd-writer, no problem was found at that time, that is why they accepted the dvd-writr. When I got the broken old one, I just installed it once to check whether it is true that you can not repair, then I put it into paper box. It is also possible you break it when you first time try to repair it, but you failed to repaire it (you broke DVD-writer when you were repairing it?), that is why you gave me a new one for replacement together with rubbish ( old broken one)
I need your clear answer how to resolve this problem
Regards |
|
我是开心果
简体中文
繁體中文
English
Deutsch
窥视卡
雷达卡
发表于 2005-2-16 21:08
提升卡
置顶卡
沉默卡
喧嚣卡
变色卡
抢沙发
千斤顶
显身卡