From: Dewayne T [redacted] Sent: Sunday, December 18, 8:PM To: info Subject: case ID [redacted] My name is Dewayne T [redacted] and I am the owner of Quality TV Service I did not record the date that I spoke 1st with Mrs [redacted] and later in the day Mr [redacted] but I believe the date 11/16/to be correctWhen Mrs [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day Mrs [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer I have been told by multiple customers that Samsung did not give them that informationI offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/ When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/Due to about a one minute news segment broadcast on Good Morning America 11/11/Samsung launched the program 11/14/ My understanding is that within minutes of the broadcast there were about telephone calls to Samsung regarding this and by about hours later there were over telephone calls Sometime between the airing of the news segment on 11/11/and Monday morning 11/14/Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSAI was not even aware the service program had begun until about 12:30PM on 11/15/ The way I found out about it was through a call from the dispatch company NSA The purpose of the call was to make sure I was receiving the dispatches I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches I then went the NSA site to find that over service calls had been dispatched on 11/14/ I later found out that more than more were dispatched on 11/15/ I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early Once again, I had no service person in place to do this until 11/21/There were over service calls dispatched to us in the 1st days and that due to the unexpected volume it was not possible to call all of the customers because spending only minutes on each telephone call with each customer would have taken over hours of telephone time and I just did not have sufficient personnel to do this I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loadsI once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us I told her that I would do my best to work around her schedule and perform the service as quickly as possible Mrs [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today I told Mrs [redacted] I would be happy to talk to her husband but would give him the same answer I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr [redacted] called and I gave him the same information As our conversation continued Mr [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible I finally told Mr [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer At that point Mr [redacted] started using foul language and I disconnected the callA few minutes later Mr [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstancesPlease feel free to call me if you have any further questionsDewayne T [redacted] Quality TV Service East Jackson Street Martinsville, IN 765-342-765-342-fax [email protected]
From: Dewayne T [redacted] Sent: Sunday, December 18, 8:PMTo: infoSubject: case ID [redacted] My name is Dewayne T [redacted] and I am the owner of Quality TV Service I did not record the date that I spoke 1st with Mrs [redacted] and later in the day Mr [redacted] but I believe the date 11/16/to be correctWhen Mrs [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day Mrs [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer I have been told by multiple customers that Samsung did not give them that informationI offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/ When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/Due to about a one minute news segment broadcast on Good Morning America 11/11/Samsung launched the program 11/14/ My understanding is that within minutes of the broadcast there were about telephone calls to Samsung regarding this and by about hours later there were over telephone calls Sometime between the airing of the news segment on 11/11/and Monday morning 11/14/Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSAI was not even aware the service program had begun until about 12:30PM on 11/15/ The way I found out about it was through a call from the dispatch company NSA The purpose of the call was to make sure I was receiving the dispatches I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches I then went the NSA site to find that over service calls had been dispatched on 11/14/ I later found out that more than more were dispatched on 11/15/ I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early Once again, I had no service person in place to do this until 11/21/There were over service calls dispatched to us in the 1st days and that due to the unexpected volume it was not possible to call all of the customers because spending only minutes on each telephone call with each customer would have taken over hours of telephone time and I just did not have sufficient personnel to do this I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loadsI once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us I told her that I would do my best to work around her schedule and perform the service as quickly as possible Mrs [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today I told Mrs [redacted] I would be happy to talk to her husband but would give him the same answer I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr [redacted] called and I gave him the same information As our conversation continued Mr [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible I finally told Mr [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer At that point Mr [redacted] started using foul language and I disconnected the callA few minutes later Mr [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstancesPlease feel free to call me if you have any further questionsDewayne T [redacted] Quality TV Service East Jackson Street Martinsville, IN [email protected]
infoSubject: case ID [redacted] My name is Dewayne T[redacted] and I am the owner of Quality TV Service. I did not record the date that I spoke 1st with Mrs. [redacted] and later in the day Mr. [redacted] but I believe the date 11/16/2016 to be correct. When Mrs. [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day. Mrs. [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day. I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home. I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer. I have been told by multiple customers that Samsung did not give them that information. I offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/16. When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/16. Due to about a one minute news segment broadcast on Good Morning America 11/11/16 Samsung launched the program 11/14/16. My understanding is that within 30 minutes of the broadcast there were about 300 telephone calls to Samsung regarding this and by about 2 hours later there were over 6000 telephone calls. Sometime between the airing of the news segment on 11/11/16 and Monday morning 11/14/16 Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSA. I was not even aware the service program had begun until about 12:30PM on 11/15/16. The way I found out about it was through a call from the dispatch company NSA. The purpose of the call was to make sure I was receiving the dispatches. I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail. I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches. I then went the NSA site to find that over 400 service calls had been dispatched on 11/14/16. I later found out that more than 100 more were dispatched on 11/15/16. I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early. Once again, I had no service person in place to do this until 11/21/16. There were over 500 service calls dispatched to us in the 1st 2 days and that due to the unexpected volume it was not possible to call all of the customers because spending only 5 minutes on each telephone call with each customer would have taken over 40 hours of telephone time and I just did not have sufficient personnel to do this. I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle. The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loads. I once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us. I told her that I would do my best to work around her schedule and perform the service as quickly as possible. Mrs. [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today. I told Mrs. [redacted] I would be happy to talk to her husband but would give him the same answer. I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr. [redacted] called and I gave him the same information. As our conversation continued Mr. [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible. I finally told Mr. [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer. At that point Mr. [redacted] started using foul language and I disconnected the call. A few minutes later Mr. [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service. I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstances. Please feel free to call me if you have any further questions. Dewayne T[redacted] Quality TV Service 259 East Jackson Street Martinsville, IN 46151 765-342-4198 765-342-5240 [email protected]
From: Dewayne T[redacted] <[email protected]> Sent: Sunday, December 18, 2016 8:18 PM To: info Subject: case ID [redacted] My name is Dewayne T[redacted] and I am the owner of Quality TV Service. I did not record the date that I spoke 1st with Mrs. [redacted] and later in the day Mr....
[redacted] but I believe the date 11/16/2016 to be correct. When Mrs. [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day. Mrs. [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day. I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home. I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer. I have been told by multiple customers that Samsung did not give them that information. I offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/16. When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/16. Due to about a one minute news segment broadcast on Good Morning America 11/11/16 Samsung launched the program 11/14/16. My understanding is that within 30 minutes of the broadcast there were about 300 telephone calls to Samsung regarding this and by about 2 hours later there were over 6000 telephone calls. Sometime between the airing of the news segment on 11/11/16 and Monday morning 11/14/16 Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSA. I was not even aware the service program had begun until about 12:30PM on 11/15/16. The way I found out about it was through a call from the dispatch company NSA. The purpose of the call was to make sure I was receiving the dispatches. I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail. I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches. I then went the NSA site to find that over 400 service calls had been dispatched on 11/14/16. I later found out that more than 100 more were dispatched on 11/15/16. I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early. Once again, I had no service person in place to do this until 11/21/16. There were over 500 service calls dispatched to us in the 1st 2 days and that due to the unexpected volume it was not possible to call all of the customers because spending only 5 minutes on each telephone call with each customer would have taken over 40 hours of telephone time and I just did not have sufficient personnel to do this. I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle. The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loads. I once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us. I told her that I would do my best to work around her schedule and perform the service as quickly as possible. Mrs. [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today. I told Mrs. [redacted] I would be happy to talk to her husband but would give him the same answer. I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr. [redacted] called and I gave him the same information. As our conversation continued Mr. [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible. I finally told Mr. [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer. At that point Mr. [redacted] started using foul language and I disconnected the call. A few minutes later Mr. [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service. I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstances. Please feel free to call me if you have any further questions. Dewayne T[redacted] Quality TV Service 259 East Jackson Street Martinsville, IN 46151 765-342-4198 765-342-5240 fax [email protected]
From: Dewayne T [redacted] Sent: Sunday, December 18, 8:PM To: info Subject: case ID [redacted] My name is Dewayne T [redacted] and I am the owner of Quality TV Service I did not record the date that I spoke 1st with Mrs [redacted] and later in the day Mr [redacted] but I believe the date 11/16/to be correctWhen Mrs [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day Mrs [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer I have been told by multiple customers that Samsung did not give them that informationI offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/ When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/Due to about a one minute news segment broadcast on Good Morning America 11/11/Samsung launched the program 11/14/ My understanding is that within minutes of the broadcast there were about telephone calls to Samsung regarding this and by about hours later there were over telephone calls Sometime between the airing of the news segment on 11/11/and Monday morning 11/14/Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSAI was not even aware the service program had begun until about 12:30PM on 11/15/ The way I found out about it was through a call from the dispatch company NSA The purpose of the call was to make sure I was receiving the dispatches I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches I then went the NSA site to find that over service calls had been dispatched on 11/14/ I later found out that more than more were dispatched on 11/15/ I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early Once again, I had no service person in place to do this until 11/21/There were over service calls dispatched to us in the 1st days and that due to the unexpected volume it was not possible to call all of the customers because spending only minutes on each telephone call with each customer would have taken over hours of telephone time and I just did not have sufficient personnel to do this I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loadsI once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us I told her that I would do my best to work around her schedule and perform the service as quickly as possible Mrs [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today I told Mrs [redacted] I would be happy to talk to her husband but would give him the same answer I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr [redacted] called and I gave him the same information As our conversation continued Mr [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible I finally told Mr [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer At that point Mr [redacted] started using foul language and I disconnected the callA few minutes later Mr [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstancesPlease feel free to call me if you have any further questionsDewayne T [redacted] Quality TV Service East Jackson Street Martinsville, IN 765-342-765-342-fax [email protected]
From: Dewayne T [redacted] Sent: Sunday, December 18, 8:PMTo: infoSubject: case ID [redacted] My name is Dewayne T [redacted] and I am the owner of Quality TV Service I did not record the date that I spoke 1st with Mrs [redacted] and later in the day Mr [redacted] but I believe the date 11/16/to be correctWhen Mrs [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day Mrs [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer I have been told by multiple customers that Samsung did not give them that informationI offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/ When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/Due to about a one minute news segment broadcast on Good Morning America 11/11/Samsung launched the program 11/14/ My understanding is that within minutes of the broadcast there were about telephone calls to Samsung regarding this and by about hours later there were over telephone calls Sometime between the airing of the news segment on 11/11/and Monday morning 11/14/Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSAI was not even aware the service program had begun until about 12:30PM on 11/15/ The way I found out about it was through a call from the dispatch company NSA The purpose of the call was to make sure I was receiving the dispatches I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches I then went the NSA site to find that over service calls had been dispatched on 11/14/ I later found out that more than more were dispatched on 11/15/ I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early Once again, I had no service person in place to do this until 11/21/There were over service calls dispatched to us in the 1st days and that due to the unexpected volume it was not possible to call all of the customers because spending only minutes on each telephone call with each customer would have taken over hours of telephone time and I just did not have sufficient personnel to do this I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loadsI once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us I told her that I would do my best to work around her schedule and perform the service as quickly as possible Mrs [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today I told Mrs [redacted] I would be happy to talk to her husband but would give him the same answer I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr [redacted] called and I gave him the same information As our conversation continued Mr [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible I finally told Mr [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer At that point Mr [redacted] started using foul language and I disconnected the callA few minutes later Mr [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstancesPlease feel free to call me if you have any further questionsDewayne T [redacted] Quality TV Service East Jackson Street Martinsville, IN [email protected]
From: Dewayne T[redacted] <[email protected]>Sent: Sunday, December 18, 2016 8:18 PMTo:...
infoSubject: case ID [redacted] My name is Dewayne T[redacted] and I am the owner of Quality TV Service. I did not record the date that I spoke 1st with Mrs. [redacted] and later in the day Mr. [redacted] but I believe the date 11/16/2016 to be correct. When Mrs. [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day. Mrs. [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day. I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home. I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer. I have been told by multiple customers that Samsung did not give them that information. I offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/16. When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/16. Due to about a one minute news segment broadcast on Good Morning America 11/11/16 Samsung launched the program 11/14/16. My understanding is that within 30 minutes of the broadcast there were about 300 telephone calls to Samsung regarding this and by about 2 hours later there were over 6000 telephone calls. Sometime between the airing of the news segment on 11/11/16 and Monday morning 11/14/16 Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSA. I was not even aware the service program had begun until about 12:30PM on 11/15/16. The way I found out about it was through a call from the dispatch company NSA. The purpose of the call was to make sure I was receiving the dispatches. I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail. I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches. I then went the NSA site to find that over 400 service calls had been dispatched on 11/14/16. I later found out that more than 100 more were dispatched on 11/15/16. I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early. Once again, I had no service person in place to do this until 11/21/16. There were over 500 service calls dispatched to us in the 1st 2 days and that due to the unexpected volume it was not possible to call all of the customers because spending only 5 minutes on each telephone call with each customer would have taken over 40 hours of telephone time and I just did not have sufficient personnel to do this. I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle. The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loads. I once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us. I told her that I would do my best to work around her schedule and perform the service as quickly as possible. Mrs. [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today. I told Mrs. [redacted] I would be happy to talk to her husband but would give him the same answer. I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr. [redacted] called and I gave him the same information. As our conversation continued Mr. [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible. I finally told Mr. [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer. At that point Mr. [redacted] started using foul language and I disconnected the call. A few minutes later Mr. [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service. I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstances. Please feel free to call me if you have any further questions. Dewayne T[redacted] Quality TV Service 259 East Jackson Street Martinsville, IN 46151 765-342-4198 765-342-5240 [email protected]
From: Dewayne T[redacted] <[email protected]> Sent: Sunday, December 18, 2016 8:18 PM To: info Subject: case ID [redacted] My name is Dewayne T[redacted] and I am the owner of Quality TV Service. I did not record the date that I spoke 1st with Mrs. [redacted] and later in the day Mr....
[redacted] but I believe the date 11/16/2016 to be correct. When Mrs. [redacted] called in the afternoon to find out what time we would be coming to perform the safety update to her Samsung washer I stated that I was very sorry but I could not get a service technician to her home on that day. Mrs. [redacted] stated this was the 2nd time Samsung had scheduled service with them and that I WOULD get someone out that day. I explained again that this was not possible because the technician was in a completely different area that day and could not get to her home. I also told her that Samsung was supposed to be telling their customer's that this was not a confirmed date and the customer should confirm with the servicer. I have been told by multiple customers that Samsung did not give them that information. I offered her the following information as explanation: 'Samsung had previously told their dispatch company National Service Alliance (NSA) that the Samsung Washer Project (SWP) would begin on 11/21/16. When Quality TV Service agreed with NSA to participate in the project I hired a new technician to start on the launch date 11/21/16. Due to about a one minute news segment broadcast on Good Morning America 11/11/16 Samsung launched the program 11/14/16. My understanding is that within 30 minutes of the broadcast there were about 300 telephone calls to Samsung regarding this and by about 2 hours later there were over 6000 telephone calls. Sometime between the airing of the news segment on 11/11/16 and Monday morning 11/14/16 Samsung decided to launch the program a week early - and by the way this was done without informing the servicers or the dispatch company NSA. I was not even aware the service program had begun until about 12:30PM on 11/15/16. The way I found out about it was through a call from the dispatch company NSA. The purpose of the call was to make sure I was receiving the dispatches. I stated that as far as I know we had not yet received any dispatches unless they had come in within the last hour since it had been about that long since I had checked my e-mail. I was told that due to the volume of calls no e-mails were being sent because that would really clog up our e-mail and that I would have to go to the NSA web site to see the dispatches. I then went the NSA site to find that over 400 service calls had been dispatched on 11/14/16. I later found out that more than 100 more were dispatched on 11/15/16. I restated to the customer that Samsung, with no communication to anyone as far as I know, had launched the program a week early. Once again, I had no service person in place to do this until 11/21/16. There were over 500 service calls dispatched to us in the 1st 2 days and that due to the unexpected volume it was not possible to call all of the customers because spending only 5 minutes on each telephone call with each customer would have taken over 40 hours of telephone time and I just did not have sufficient personnel to do this. I also explained there was no danger of the washing machine having a problem until it was serviced as long as she did not use the high speed spin cycle. The potential problem would only occur when using the high speed spin cycle with heavy unbalanced loads. I once again explained that due to the volume of calls, the call from her today was the 1st time I was aware she had a service call assigned to us. I told her that I would do my best to work around her schedule and perform the service as quickly as possible. Mrs. [redacted] was still demanding we come that day and when I told her this absolutely was not going to happen she said she would have her husband call me and we WOULD do the service today. I told Mrs. [redacted] I would be happy to talk to her husband but would give him the same answer. I also told her that I understood why they were upset and would talk to her husband as long as he did become verbally abusive and that if he started using foul language with me I would hang up on him.' Within a couple of hours Mr. [redacted] called and I gave him the same information. As our conversation continued Mr. [redacted] became more and more insistent that we come that day and more and more irritated when I told him that was not possible. I finally told Mr. [redacted] that due to his attitude I was now not going to service his washing machine at that he would need to call Samsung customer service to find another servicer. At that point Mr. [redacted] started using foul language and I disconnected the call. A few minutes later Mr. [redacted] called back and stated that he had called Samsung back and they told him Quality TV Service was the only company in his area contracted to do this work and now wanted to know when we could get out to do this service. I stated that he must have mis-understood me earlier and that due to his previous attitude I will not service his machine under any circumstances. Please feel free to call me if you have any further questions. Dewayne T[redacted] Quality TV Service 259 East Jackson Street Martinsville, IN 46151 765-342-4198 765-342-5240 fax [email protected]