Original topic:

Does Samsung monitor here

(Topic created on: 06-19-2024 09:03 PM)
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Whatthe1
Beginner Level 2
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Galaxy A
Do they monitor or is this site just for sales?
I commented on how bad the fingerprint scanner is but the have not responded. 
I have been using Samsung's for years and thought they used to have good service.
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Galaxy A
This section is a community forum where fellow samsung users can post and comment.

If you are having issues with your phone, you can go to the Support tab where you can contact Samsung support or send error reports.1718797852313.jpg
Troubadour
Expert Level 1
Galaxy A
This section is called Community. Think of it as users helping users. The moderators do try to help individual users and the third section contains a number of ways to use support services. Samsung has millions of users and Australia is a very small share of their market. You really can't expect much help here on fixing model problems. You are one of literally millions of customers and don't seem to be aware that the company has a korean culture where staff have very tight job descriptions not permitting any initiative. Your expectations are unrealistic.
El3ctric
Active Level 5
Galaxy A

"Samsung has millions of users and Australia is a very small share of their market. "

I think this is irrelevant and is no excuse for companies not offering quality products, services and support here. It's certainly not stopping many other companies.

"You really can't expect much help here on fixing model problems."

Agree that this is not an official support channel however isn't the whole point of this community to provide an additional level of care and engagement for Samsung customers (be it primarily via other customers/members) and build brand loyalty? 

As you said, we do have moderators here who represent Samsung. Anything thinking that people come here without an expectation to be heard is kidding themselves. Yes, there is the fun stuff sharing pics and casual conversation but there is also lots of product and service related discussion that Samsung can listen to and learn from. After all, there's a "Have Your Say" topic in the Lounge. What's the point of having your say if no one is listening? No, I am not expecting Samsung to have armies of people going through every single post but a huge amount can be achieved via sentiment analysis and other automated approaches.

"company has a korean culture where staff have very tight job descriptions not permitting any initiative."

 I appreciate and respect that there may be cultural aspects to the way companies manage themselves but, again, this is no excuse for sub-standard way of running things. Not saying that's the case here, more of a general point.

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