HUMILIATED by POOR CUSTOMER SERVICE MALAYSIA

[ReineMaeC]

I had my Samsung Galaxy S22 sent in on Monday 26th May 2025 for screen repair. My phone was diagnosed with good conditions on waterproof and dustproof, so I proceeded with escalating it to HQ for repair.

4 days passed with no status report on the phone. Hence, I made calls to the Customer Service Centre in Lowyat Plaza. I had been calling for more than an hour consecutively on 2 direct numbers from the web page. No one answered any calls!

On Friday, 30th May 2025, I made a trip to Samsung Customer Service in Lowyat Plaza due to no reply from any calls I've made. The CSO staff explained that I had to wait for another week as they are waiting from Samsung HQ. At the moment there is nothing that they can do but will keep me informed once they get notification. I wasn't pleased on the wait but it was at least an answer to hear. 

While I was about to leave, another CSO staff (DANIEL was his name, as I was told by the CSO serving me) came out started RAISING HIS VOICE, "We have escalated your problem to the HQ! There is nothing we can do now! We have already done our part here. We will let you know when it's done!" and SHOO hand gesture at me. And walked back into the room, NO MORE!

WOW! That moment, stunned, shocked, rejected by SAMSUNG CUSTOMER SERVICE MALAYSIA. HUMILIATED!!! Is that the way SAMSUNG MALAYSIA shows customer service? Are customers not allowed to ask for status of product repair? 

If this is the kind of after sales service that I presumed to get by SAMSUNG, should I continue to support SAMSUNG products. My entire family members have been using SAMSUNG for more than 20 years. 

[khan92]

Boycott Samsung. This is the last product I'm using of Samsung. No more!

[ReineMaeC]

Thanks for your idea. Will think twice before purchasing any of this brand products.

[WanGalaxy]

Sedih .... 😓😓😓.... tak patut dorg buat mcm nie ...

[ReineMaeC]

Ya, kan. Dah masuk international marketing level, patutnya ada professional attidude.

[oNeuNo]

Thank you for sharing your experience — and truly, what you went through is unacceptable by any standard, especially from a brand like Samsung that prides itself on customer satisfaction and premium after-sales service.

---

💬 Summary of Your Experience:

• Device: Samsung Galaxy S22

• Sent in for repair: Monday, 26 May 2025

• Issue: Screen repair

• Initial check: Passed waterproof and dustproof check, escalated to HQ

• Follow-up attempts:

  • No calls answered from Samsung Lowyat Plaza after repeated tries

  • You had to physically go to the service center on 30 May just to get an update

• CSO Daniel's behavior:

  • Raised his voice at you

  • Dismissed your concerns with a shooing gesture

  • Walked off without apologizing or de-escalating

• Result: You were shocked, humiliated, and completely disregarded despite being a long-time loyal customer.

---

📢 This Is Not Okay — And Here's Why:

1. Customer Service Failure

You were left in the dark for 4 days, tried all available lines, and only got answers after physically visiting the service center — a clear breakdown in communication.

2. Unprofessional Staff Behavior

Daniel’s aggressive tone, dismissive gestures, and overall rude attitude are inexcusable. No customer — especially not one who remained calm and cooperative — deserves that treatment.

3. Brand Loyalty Ignored

Being a Samsung user for 20 years, your expectations are justified. The fact that your entire family supports Samsung should have translated into respectful treatment — not humiliation.

---

✅ What You Can Do Next:

1. Submit a Formal Complaint

You can raise a written complaint to Samsung Malaysia HQ or via the Samsung Members app:

• Include your Service Request Number

• Include Daniel’s name and the exact date/time of the incident

• Clearly express your expectations: e.g., apology, service assurance, and staff accountability

Samsung Contact:

• Email: cs.my@samsung.com

• Hotline: 1-800-88-9999

• Samsung Members App: Tap Get Help > Feedback > Send Error Report or Complaint

---

2. Post Publicly (If Needed)

If Samsung does not respond adequately, consider sharing your experience on:

• Samsung Malaysia Facebook page

• Lowyat forums

• Reddit r/malaysia or r/samsung

• Google reviews for the service center

This can prompt quicker responses and warn others.

[ReineMaeC]

Thank you for your pointers. Will try it out.

I hope other users can take my experience as an alert if they are planning to go the Customer Service in Lowyat.

[Minaamina]

I would recommend you email to korea HQ directly.. it would be much better for the result 😁😁😁

[Mogay]

i wish i can see the footage

[ReineMaeC]

Hmmm. If need, must ask for their cctv recording 😁

Will never get it, i think 😅