Samsung does not care about customers, and their level of customer service is embarrassing.
You wont have your warranty even after purchasing their Samsung care+ with your device, and they will lie straight to your face that it wont be activated until 25 days after you purchase it.
Samsung is thin skinned and won't take any legitimate criticisms. I tried posting this on Samsung reddit and they instantly removed my post, and they also deleted my previous posts on this forum. This too probably will get removed soon.
I preordered my Galaxy S23 ultra on Feb 2nd soon immediately after watching their launch event, and bought Samsung care+ with the phone. However, they somehow made a mistake and my Samsung Care+ isnt showing in Samsung Care+ team's system. This was discovered on Feb 21st when I requested for a service, and since then, Ive been going back and forth dealing with irresponsible representatives that just reflects responsibilities to each other.
So far, Ive wasted, since February 21st,
*over 8+ hours of my time talking to over 10 representatives, escalating the issue to their supervisors and explaining the same issue over and over again and providing proof of purchase and sending emails with incident number that I never received any response for for over a week,
*visiting Samsung Experience Store twice only to get denied repair and humiliated in front of other customers looking like a person asking for a service I dont have,
*denied repair even with my own money because they cant reimburse the amount later due to their policies,
*denied to keep parts aside for me because I dont have Samsung Care+ registered in their system even though I bought it the day of,
*numerous representatives lying to me about how it gets activated 25 days later even though it clearly states on the website it gets activated the day of.
***as of yesterday, still no follow up from Samsung. I was told yesterday morning that a supervisor would contact me by noon or at least by end of the day but no one ever did. When I called back at 5:30pm after work, i was told that the managers had left and dealt with a representative who seemed to not care at all. I called back to speak with a different representative and that representative transferred the call to a manager only meaning that the previous representative lied to me.
My previous posts included chat transcripts that I had with Samsung representatives which contained their names. In case that was the reason why my post was removed, I didnt include the chat transcripts this time. What the context of the chat included was Samsung representatives continuously telling me that I do not have Samsung Care+ yet because it takes 25 days from the date of purchase to get activated. I corrected them with a link to their policy which clearly states that it gets activated the day of, but they respond again with copy and pasted message claiming that i need to wait for 25 days. Either their Samsung Care+ advertisement is a lie, or they have really incompetent staffs and whichever is true, nothing here is for customers.
Care don't take 25 days, I think you will have to change your tone of voice and request for a day time manager, is the only possible channel towards maybe a solution. Have you checked under device in the members app if care shows? Or any email you received?
Yes time wasted but Samsung has very weak customer service and the onus is on the customer sadly.
I was very polite until last Friday and my tone became bad since last Saturday.
Last night, I was finally able to speak to a supervisor and this is what i found out. I initially purchased two Samsung ultra 23+s, one black, one green. I returned the black one. They made a mistake and instead of cancelling my Samsung care+ for the black phone, they cancelled my Samsung care+ for my green phone. That is why they were not able to help me.
Pathetic thing is, it has been good 10 days for them to tell me this, and representatives have been reflecting responsibilities by telling me that it wont get activated for 25 days after and keep making false promises about how things would get resolved in 24~48 hours. I had over 10 interactions with different representatives since Feb 21st with all of them telling me the same about the 25 days activation policy.
Samsung customer service is less than minimal as they not only dont have help, but provide you with false information.
Wow...not surprised. They can't get anything right! I am so sorry you had to go through this. Been there myself with Samsung. At least you got something.
Samsung is a big company I never expected this with Samsung. Ive been using Galaxy since s5, but always bought from Rogers/Bell. First time buying directly from Samsung and things get this difficult. How sad.
Rogers even offers credits to buy from them + 100% free first screen repair with their extra warranty plan. My mistake to purchase from Samsung in the first place!
Yup they have been going downhill in terms of service and disappointing. My saga started with the S21, but thankfully recently I have had a good streak but not for the lack of my fair share! It's really sad and am not sure how Samsung can hear our voices.
I dont think there is any proper portal to share customer voices except for this one, which seems to be regulated pretty heavily.
I just received a DM from Samsung representative again to submit my order number and IMEI number to escalate the case. Information that I have provided to them numerous times until today. I was told many times that this matter was escalated to the leaderships but now i am suspecting that nothing was actually done for me until this point where i made this somewhat public.
Hi, we sincerely apologize for the inconvenience caused to you.
We kindly request you to provide us the requested information in DM(direct message). We will flag this issue to our Samsung care+ team and it will be resolved soon.
Please check the direct message by following the below instructions and reply to us with the requested information.
