So my brand new 36" cooktop (that replaced an old induction cooktop) arrived bent/warped that it doesn't sit flush at all. You push down one side, it moves up on the other. The opening greater than 1/4" may get close to 1/2".
Very friendly agent over the phone ("Mae") promised multiple times that of course the old one will be removed and the new one installed. She also told me I can of course use it until the replacement arrives. So we completed the installation of course.
In the process checked with her back office team multiple times she claimed (and I was put on hold several times). She promised to monitor the ticket and make sure everything goes smooth.
Today they want to come out and drop off the new one and pick up the old one. And suddenly Hub Group says - there is no work order for this, so they can't install it.
It escalates to Samsung and the "highest escalation level" talks to me. And says they cannot do work orders for installation of cooktops. Offers a promo code or a small refund (probably around 10%) that probably will not cover the cost of calling back an electrician.
For this type of item, that's not a good policy, especially with a problem like described. By the time you would notice a possible problem with the replacement, too much time would be lost and money wasted.
