Abject service. Rude customer service advisor.
Paid for an engineer to look at a a Samsung fridge freezer. This was booked by way of the Samsung website as Smart are a one of Samsung’s official repair agents in the UK.
When the engineer visited i was told it was unrepairable and that a report was sent to Samsung on the day of the visit (28/7/26).
I have spoke to Samsung 6 times since this point in time who on each occasion have said that the report have not had been received.
On three separate occasions Smart Service Solutions told me the report had been filed with Samsung. Samsung called me today at my request (so my seventh phone interaction with them) who said that the report from Smart Service had not been filed.
Almost a week later I called Smart Service Solutions for a fourth time. I had the misfortune to have my call handled by someone called Tracey who took the meaning of rude and disinterested to a new level, first of all by saying she was on holiday last week and it wasn’t her problem, and then said they weren’t sure whether the engineer who was now on holiday had actually filed the report and that I would have to call Samsung to get them to raise a new request as there was nothing she could do about it. This of course should have been done properly in the first place by smart service solutions. It clearly wasn’t, and they seem to deem it acceptable to lie about it.
I will also be requesting a recording of my call with Tracey to highlight to Samsung just how rude and disinterested she was/is.
