Bad customer relationship

[jimbo13]

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. 

[HDAM1]

My screen went & the phone since new had nothing but trouble but they won't do nothing because they're thieves & PATHETIC

[HDAM1]

I have no phone now & my old phone as well just stopped working & wasn't even on warranty but they changed the outer front & rear screen & main actual screen + board+ battery & when I asked why they didn't even know why mind you no warranty but Samsung was billed $2800 & I've lost all my data again

[HDAM1]

I want a full appolog from Samsung & a new phone & Samsung care is a scam because they know all there phone's are faulty so they try always to sell you Samsung care for $250 but why would you need that for a new phone anyway at least not the first two years or do they expect you to buy a new phone every year they're absolutely PATHETIC so far I can't understand why a big company would do that

[SamsungClaudette]

Hey @HDAM1 

I am sorry that you have had a bad experience. Could you please clarify what exactly happened so I can help you solve your issue. 

Kind Regards,
SamsungClaudette

[HDAM1]

Everything & no service & this isn't the first time call me so I can speak to you & explain it all I even went to Samsung Marybinong branch & the same thing what a waste of time

[Vamoose]

Don't even bother, they will just kick you around like a soccer ball, and they will just tell you to wait without giving u any information that u should've gotten as a customer. No update, no tracking, no way for checking, never get ur hopes up.

[Beth61]

Going to their store with a phone issue is the most upsetting and humiliating experience I have had had with a retailer, my advice, neveer buy direct from a Samsung store

[HDAM1]

I will have to call consumer affairs & telecommunication ombudsmen but do I have to do that & waste my time like I have all this time with Samsung I got no time for companies or customer service or there repairman they're all PATHETIC

[SamsungClaudette]

Hey @Members_NE3C4Jy

I am sorry that you are also having this issue. I would really like to look into this for you. If you could send an email with the below information filled out, through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette -Bad customer relationship <----Please post this in the Email Subject as well as your community handle.

Customers Name
Email
Contact Number
Preferred Call Back Time
State
Model
Serial Number
Product Issue

Kind Regards,
SamsungClaudette