I recently opened an eight pack of Gillette Fusion razor blades. My first shave was miserable. Changing blades I got the same result. This led me to believe that I may have had a defective batch of blades. I called the 800 number on the packaging. No hold time, I got someone almost immediately. He apologized for my problem and asked me a fair number of questions. He then told me he would send me coupons to replace the blades at no charge to me. He asked me to hold on to the blades and he would forward the information to his quality control people. He said they might want the blades back and if so they would send me a prepaid envelope for return shipping. I hung up the phone and was impressed with the ease in which my problem was handled. Kudos to Gillette!
Samsung on the other hand needs to take a little direction from Gillette. The business model is similar. You take the engine, whether it is a laser printer or a razor and you provide it inexpensively. Then you generate your profits on the consumables such as laser toner cartridges or razor blades. My brother replaced a Samsung toner cartridge due to its toner being depleted. He replaced it with a Samsung brand cartridge rather than a generic cartridge that was approximately half the cost of the brand name cartridge. He always uses the brand name cartridge so he has a reputable warranty. The new Samsung cartridge was defective.
Multiple chats and calls with Samsung customer service ensued.
After conflicting information from different agents, he received an email from corporate stating they did not approve replacement and they need more information.
As of my writing this post, he has waited 18 days and he still has no replacement toner cartridge.
Samsung has successfully turned a loyal customer into an irate customer. It would seem that Samsung could learn a great deal from Gillette.