I would like to make an official complaint about the customer service received from the store in Cannington, Western Australia on the 26th November 2023.
I have had issues with my Flip4, the front screen was glitching in flex mode and was unusable, as a result I did not have a current working phone to use.
I arrived into the store at 4:40pm looking for help with my broken Flip4 Device, having rushed to get there before the store closed at 5pm.
After waiting in line at the counter for 5minutes I was approached by staff who advised me as it was 4:45pm and the store closed in 15minutes they would not be able to help me today as there was only 15 minutes left and they had to serve other customers. I explained I do not live in the area and it was 30minutes one way to travel to this store, and asked what could be done to help the process and get my phone repaired. The staff were rude, did not apologies for the inconvenience and did not take the time to explain alternative options or locations for me to get my phone repaired. The staff then accused me of trying to cut in the que to other customers, and that if he served me other customers would not be served that day.
It is ridiculous that existing customers experiencing service quality issues on their products cannot receive assistance from staff during operational hours.
Furthermore this implies the wait time for assistance on that day was greater than 10minutes which is unreasonable.
In addition there was zero alternative support provided by the staff, I subsequently learned that I could return my device via AusPost by printing a label. Why did the Samsung staff member not take the time to support customers in this way by informing them of alternatives.
The justification was that serving each customer would take around 10minutes each just to register them on the system, this is also ridiculous as I had previous experience and account set up within the store and it did not take 10minutes to process, in addition if they store hours are until 5pm then they should be accepting customers until this time.
Just one point. If the store closes at 5 and they are not paid for work after 5, then this should be taken into account. They may even have closing duties that have to be done before they leave. In tecent months I have encountered absolutely superb service as well as some very unsatisfactory. You will find other complaints about service in this forum so I don't have a solution for you.
Nonsense. For the best use of resources, this is the most efficient way of sharing mixed. management use of premises.
Wander other shops and learn that this is the norm, something you should know inherently.
Most shoppers arriving close to closing time when arriving close to closing time know they are taking a risk in getting service.
From the description you gave, mentioning the queue ahead of you and demanding answers, yes you did jump the queue.
Failure to plan on your part does not mean someone else should treat this as an emergency on their part.
Iti s also clear that serving you, even without a queue, would go beyond 5pm.
In the short periods when I worked in retail as a student and later on I did work after closing. I did it voluntarily and, luckily, without my employers expecting it. But that's me and it shouldn't be an expectation.
If I continued responding to this post I would express myself even more strongly about your unreasonable complaint.
The store closes at 5. Don't turn up at 4:45 expecting an extended service. You missed out. Others were ahead of you. For all you know, they still had to serve those ahead past 5 because they were running late. Next time, arrive in the morning.
