In good faith I purchased an expensive computer monitor as I've had Samsung ones in the past and been happy with them.
I decided to use the online store, and all seemed okay - paid and organised a delivery date for two days later. All seemed good. Quick indicative delivery timeframe was a major motivator in pushing ahead with the online delivery.
I then get a text from the courier saying the delivery will be 4 days later (including weekend days). Not great but okay.
Delivery day and time comes and goes, but no monitor as promised. I call courier - they blame Samsung.
I call Samsung three times to clarify what's going on - they tell me the courier will contact me.
So, after nearly a week - no product, no clarity regarding delivery dates, no care from either party (Samsung or ANC home delivery).
Poor form by both parties more interested in blaiming the other and not providing a customer focused solution!!
Hi @rockachelli, I am glad your product arrived, and understand the frustration you've had with locating and receiving your product. I have taken your feedback and raised it internally to our team.
Update to this...Samsung promised at 12:23 pm 21/12 to get back to me ASAP with an explanation as to what's happened with the order. I'm told the order should have been fulfilled yesterday 20th December and that ANC should have picked it up then. As of 5:30 pm 21st December neither Samsung or ANC home delivery have followed up with a courtesy call or explanation etc. I've had to do all the chasing and request for clarification. Crickets back!!
I'm aware it's the silly season, covid etc. and its busy and testing times for everyone. My issue is lack of responsibility, insight, or knowledge of any imminent solution to the issue. Given the time of year, if it isn't delivered ASAP I fear it won't arrive until after the New Year period. I really needed it last week.
Again when I placed the order, it indicated delivery within 2/3 days. I made the purchasing decision primarily based on this information. There was no other indication it may take much longer. We aren't talking about a $50 purchase here - it was close to $1K. No urgency or care by either party (Samsung & ANC). ANC have completely washed their hands of it.
Good morning @rockachelli I am sorry to hear of the experience you had with your order. Are you able to send an email with the following details so that I may investigate further:
ANC (the courier company) - Hats off to them. Proactive in trying to find a solution and deliver the item. 10/10
Samsung warehousing - second time they have been 'unable to locate the item’. I'm sure it’s a big warehouse and things can be confusing - but to fail to locate the item twice.... seriously!!! 0/10
Samsung call centre - credit to the people taking the calls. They keep 100% to script - problem is the process is poor and isn't customer solution focused. You are put on hold endlessly when seeking to speak to a supervisor 3/10
Samsung local (Australia) customer complaints & general online business - I'm glad your product is good. Your customer oriented complaints and proactive communication processes are terrible. I'll seriously evaluate the need to purchase online again. 0.5/10 - the half only because you have this website.
The washup in terms of my monitor is that apparently it has been 'found' and will still be delivered today. Let’s hope so....
ANC did a brilliant job getting the delivery promptly to me once they had the monitor. Thank you very much!
The screen itself - is absolutely brilliant. It will take a little getting used to with the curved screen, but I absolutely love it!!
The rest all still applies - customer service/ complaints is frustrating as you can’t get a detailed or at least proportionate response to your issue. Things seem to be "raised as priority” in the background but there's no formal status account update or written correspondence to suggest anything has happened.
While not everything goes to plan, my gripe is mainly about lack of clarity/ transparency and timely communication as to what was happening.
Anyhow, I now have a great screen and the holiday/ festive season is here! Let’s rejoice!
Hi @rockachelli, I am glad your product arrived, and understand the frustration you've had with locating and receiving your product. I have taken your feedback and raised it internally to our team.
SAMSUNG ONLINE CUSTOMER SERVICE IS A JOKE, AND ITS THE SAME IN THE YORKDALE STORE IN TORONTO. MAY HAVE TO GO BACK TO APPLE, THEY AT LEAST KNOW THE DEFINITION OF CUSTOMER SERVICE!!
Hey @Samsung_ePhdApM, I am sorry that this has been your experience this is not what we like to hear. Could you please confirm with us if you are located in Australia? We'd be happy to help.
I agree that when it comes to customer service, there's definitely room for development. I can't wait for everything to be more organized by AI because it would automate most processes, and it'll be easier to track what's going on. There are many articles like how we created AI-Enhanced SaaS app for authors that prove all the benefits of AI, so I hope it's just a matter of time.
