I purchased a brand new Note 20 Ultra 5G about 3 weeks ago.
I’ve correctly entered the product numbers and other data needed to register the device online.
I’ve done this multiple times over the last 3 weeks since purchase.
Each time I get the pop-up message that there’s a problem and I can’t proceed to register the device for warranty or proceed to purchase additional warranty cover.
Every time I log in to the Samsung account I created I have problems. The website has one of the worst client service portals I’ve ever experienced.
After it bounces / rejects requested data fields correctly filled and entered and gives the default “unable to…” pop-up I get signed out and have to go through the lengthy and irritating process of sign in and verification yet again.
In a few days the statutory 4 week period available after purchase to register and buy extended care will expire.
I called Samsung Australia to register the device by phone several times (3 to be exact).
Each time I was connected to the Samsung Australia phone support / product registration centre and queued for over 1.5 hours before the call dropped out on me. This was a call Centre issue as I did not lose signal or power and remained static while making these long and extremely irritating calls.
Does anyone have the direct email and phone contact details for the current CEO of Samsung (Australia) Limited?
The customer support has been so fundamentally lacking I believe it very relevant to draw it directly to the CEO’s personal attention for attention and redress.
Any suggestions are very welcome. At this stage I’m seriously contemplating returning the new device to the retail outlet I purchased from in the next 3 days and instead buying another non Samsung product.
Very happy to try however I'd like to address the issue to a person not just to "members" as my experiences so far lead me to the conclusion I need answerability and accountability from whomever I deal with at Samsung. Could you please send me a direct email? I shouldn't have to repeat my problems to the "members" team and be further delayed. Thx in advance for your reply and offer of help.
Good morning, our team at Members definitely can look into this for you, but in order to do so, we would need more information. The reason I have provided the email is that your case will require me to look through past case history to better understand what happened, and verify that information with your name/phone number/email.
Totally agree. Have spent 3 hours trying yo do 2 simple things, register a new phone and change my profile which has me living in New Zealand though for over 15 years I have been buying Samsung devices here in Australia.
Hi @borogove, sorry to hear that you're having this issue. I would recommend that you call 1800 216 454 so that our Samsung Account support staff can address this with you directly.
