Samsung Galaxy Z Fold4: Bad Service Experience and Customer Service

[Members_BhLzCak]

Hello Everyone,

I want to share my extremely frustrating experience with Samsung's repair services and their VOC (Voice of Customer) representatives. My family and I have been loyal Samsung users for years.

1st Submission for Service/Repair/Replacement

I purchased the Samsung Z Fold4 on 25/11/2022, and for the first year, the device worked well. However, problems began when the inner screen started malfunctioning, eventually failing completely and causing the phone to overheat. When I submitted my phone to the Samsung office, there was no physical damage. Despite this, Samsung claimed there was physical damage and demanded approximately 900 AUD for repairs. I contested this and escalated the issue.

On 17th April, I received communication from a case manager stating, "Based on our technician’s assessment, we will proceed with a free repair for your device." Feeling I had no other option, I accepted the offer. The phone was repaired, and I collected it from the Samsung store on George Street in Sydney.

However, the problems persisted. Shortly after, my phone began experiencing connection issues with calls, internet, and occasionally Wi-Fi. Despite troubleshooting with my service provider, changing SIM cards, and trying different networks, the issues persisted. Additionally, a new problem emerged with the inner screen—whenever I unfolded it, the phone would shut down and required restarting to function normally.

2nd Submission for Service/Repair/Replacement

In early June, I returned to the Samsung store on George Street for a second  service submission. I received a service form with a QR code, which unfortunately did not provide any tracking information. No customer representative contacted me throughout the process. Days later, I received a text from a Samsung technician informing me that the phone had been repaired and was returning to the store. Normally, one would expect options like replacement, further repair, or refund, but these were not offered. Frustrated with another repair attempt, I felt a replacement was more appropriate given the recurring faults.

3rd Submission for Service/Repair/Replacement

The problems persisted with subsequent visits. Despite minor improvements in connectivity, issues like screen delays and non-functional buttons persisted. On my third visit to the Samsung store, I was promised a VOC representative would contact me, but days passed with no communication. Upon following up, I encountered further frustration with a malfunctioning QR code and lack of clarity from service representatives.

Finally, a VOC representative contacted me after several days and was unhelpful and dismissive, refusing to entertain my request to escalate the matter further. Despite no evidence of physical damage, she insisted on repairing the phone yet again as a goodwill gesture. Frustratingly, Samsung failed to acknowledge the ongoing issues and repeatedly insisted on repairs despite the device's persistent faults.

After escalating the matter to NSW Fair Trading and the consumer ombudsman, I requested Samsung to await their response. Instead, the VOC representative abruptly decided to return the phone to the store without my consent. This unilateral action, coupled with the insistence on repairing rather than replacing or refunding, exemplifies Samsung's poor customer service and disregard for customer concerns.

Despite holding Samsung insurance (Samsung Care), I chose not to utilize it as this issue stemmed from a device fault, not accidental damage. Prior to this experience, I had never encountered issues with Samsung products. However, the ongoing problems with the Fold phones, as evident in community forums and online discussions, highlight systemic issues with their quality and customer support.

Samsung claims that the customer is the all-important to them. However, based on my latest experiences in the last 3 months, they are definitely not.

-Service is not good.

-VOC attitude is not good, welcoming or customer focussed. The representative was rude and did not show any concern for the claim of the customer and send the phone back to store without waiting for my decision eventhough I have told her to wait for my decision.

-Processes are not quick enough.

-QR codes for service tracking not working.

In conclusion, Samsung's claims of prioritizing customer satisfaction are hollow based on my recent experiences. Their service is inadequate, VOC representatives are unhelpful and disrespectful, and their processes are cumbersome and inefficient. Basic functionalities like QR codes for tracking are unreliable, adding to the frustration of an already disappointing experience.

Berk

[AntzS79]

It irritates me about the lack of service support for repair work, just need the screen protector replaced. This was something that until a couple of months ago at Tecworks in Southport. They're gone now, and I either have the choice of driving an hour to have this done, or take to the local Samsung Store only for them to send it away for up to 5 business days to get the work done. Bo, I don't keep a spare phone on hand, and due to my work (modern work environment) I need to have a phone for work!!