If a customer have a problem with product of samsung, customer representative all the time provide you same answer and zero help but they need more and more information. Even don't take responsibility. If you call one or more C.R., the answers are always same and as expected as well as even they are not sure or confident about their answers.
It's all a load of ***. I doubt the mods on this app are real people even. Samsung has the worst CS reps ever, and they are awful at communicating about updates. But there are some people on this app who still like to defend Samsung because according to them other countries deserve better support than we do.
In Customer Service they are referred to as macros. They are pre-determined responses given when a matching ticket(concern) is raised by the customer. They are supposed to do that for QA (Quality Assurance). I know this because I have being a Customer Service Rep before 😊
No one is saying that's not allowed but it's ineffective and I'd personally like to be more effective than give that drivel. And I doubt there's anyone who would disagree with me.
I agree with you. Those answers are very irritating. For example, if you contacted them due to battery drain issue, they will provide you answers you already know about maintaining battery, and it's part of the drill. Until the service team see your device, they might not be able to give you a specific answer based on your specific issue so they might resort to those annoying pre-written responses
Again it's tough and I respect the effort it takes to be a CS rep but I believe Samsung the company itself has a duty to update said macros to be more effective.
We’re sorry to hear about your experience and we sincerely apologize for the inconvenience caused to you. At Samsung, we strive to provide the best possible support, and we appreciate your feedback.
We’re here to help, and we appreciate your patience while we work to resolve any concerns.
C.R are really doing great job because all the executives have same answers like they memorize the answers. I have talked to more than 10 executives which samsung called an expert but instead of providing solution to my quarry they are providing excuses and mental torture.
