I have been using Samsung products for more than 15 years now and most of my home products are still from Samsung but this recent experience has definitely made me think twice about future purchases.
I bought the Galaxy Flip 3 back in Dec 2022 and the screen stopped working over a month ago. I brought the phone back to the retailer and they sent it off to get repaired on 8th February and was told I would get my phone back in 3-5days. I received a call from a call centre informing that there is lack of parts and a manager would call me soon to rectify the issue with my phone, alas this call never arrived.
I waited till 14th Feb and decided to call the retailer to get an update on my phone and was told that the parts arrived on the 28th February and I would get my phone back in the next few days.
I received a text on the 19thFeb from a case manager requesting look into this which I replied immediately. Despite my calls throughout the week I only get false hope. On 27th Feb case manager offered another phone which was replied on the same date saying “please send new phone” obviously even if they send refurbished I will get one. I really need phone as over a month without phone is crazy.
I went to store perosnally and they say "what phone" ?
By today (3 weeks) I still I still have not received a phone, nor have I been given a tracking number to check on the progress. Now, I am not sure if they understand the difficulty of integrating all aspects of my life to the Samsung ecosystem and not being able to access it while being tossed around like a number.
on the contrary, when I was enquriring new phone for my brother (s23 ultra) , their loyalty team guranteed me delivering with 2-3 business days 😤😤😤
so when I asked if you can delivery new phone and why not look into repaired phone , I was told they only focus on brand new orders only 😤😤😤
I do not see the point in creating amazing tech devices and then turning all those efforts around by offering horrendous post-purchase customer care. How will Samsung ever get a larger market share in Australia if they continue with this? Probably never unless they change their processes.
Nah they are giving u complete bs, they don't care about new orders either do they? I have ordered a S23 Ultra on the 17th, and its still awaiting dispatch despite the website says "Arrives 21/03/2023". I would say any normal human being will interpret it as "The order will be delivered by 21/03", but an agent agreed with this interpretation, while the other one said thats the date of the product getting ready for dispatch. The question is, why the fk do customers need to know when their orders are ready for dispatching? A status would be fine telling me that the order is ready for dispatch is enough. Also, if Samsung is gonna treat their customers like clowns, maybe universalise the method. The other agent told me this date is an estimation made by Samsung. Well this makes so much sense as Samsung outsourced the delivery business to other companies, and have made an estimation before the order has even been picked up by the delivery companies. Try launching a time machine in the next Galaxy Unpack. For those who are looking for buying Samsung products, u better pray ur devices will be working fine forever, so that u don't need to deal with customer services, because trust me, it will put u into a really bad mood.
Hey Van moose I totally agree with you that's why I bought my phone from JBhifi but unfortunately JB can't help me as it falls under manufacturers warranty. So I have no other alternative of going through charade with Samsung.
Their customer service have no knowledge how the business works, do they ?
Regarding your issue, try email online support team every alternative day, and it they still nagging try fairtrading well in advance 😉👍
Update -received a callback yesterday saying replacement phone is not available. I said i will accept flip3, but no tracking number provided yet. So it's all big talk 🤮
What kind of company runs out of phones 🙄, ask if I could pick up from store 🤔 but they say no because they follow different procedures. 🤔
So technically process is important than customers😒
