On Sunday 29/1 I decided to buy a Samsung UE55KS7000 TV and take advantage of Samsung's offer to return 300 Euros in cash for buying this model. I went ahead and ordered the TV, which had a delivery status "immediately available" and requested a delivery on the following Tuesday.
On Monday, I noticed that the TV was shown as "out-of-stock" on the webshop and I was worried, as I realised that there must have been a lot of demand over the weekend and there could be a problem with the delivery. A delay in the delivery could mean that I would not be able to send the necessary documents to Samsung in time, to claim my 300 Euros back. So I used the on-line chat to ask if the TV would be delivered on Tuesday, as arranged.
The response was immediate and very helpful. I was initially told that everything was fine and the TV would indeed be delivered on Tuesday. However, about half an hour later, I received a phone call from the shop and was told that unfortunately the TV was out-of-stock and could not be delivered.
At that point, Plasma-Discounter's excellent customer service displayed exemplary behaviour and offered to upgrade my order to a UE55KS8000, for the SAME price as the KS7000 and a delivery on Tuesday as initially planned. According to Samsung, the KS8000 is 500 Euros more expensive than the KS7000. I obviously consider this outstanding customer service, especially since I did not have to argue or make any kind of fuss to get it, it was offered to me by them freely.
The delivery itself happened on Tuesday as planned. In fact, I was called twice that day, once by customer service to notify me that the delivery would be at some point in the afternoon and a second time by the driver, about 30' before the item was delivered. My only minor remark on the delivery was that it was undertaken by a single person, when clearly a TV of this size requires two. Perhaps, though, that is not a fault of the shop itself, but the delivery company used.
Klantenservice(see "Algemeen" above)
Rapporteer