Feedback vs Question

[El3ctric]

On the Support tab of the Members app there is a section titled "Send Feedback". Under this section there is an option to Ask questions. This seems to be misplaced here. Asking a question is not the same thing as feedback. This option is a better fit under the Quick help section. 

Send feedback section should be extended to have an option to submit a feature request, submitted an error report (already present) and send general feedback. 

I've already submitted this feedback to Samsung. Similar requests have been submitted by others previously (There should be a section for "request a feature" ... - Samsung Members). It's not a good sign that completely reasonable and basic suggestions like this haven't been incorporated already. 

[Troubadour]

Well, I take a different view. Samsung has millions and millions of customers, possibly a million just in Australia? I find many things to crticise about Samsung and I make my thoughts known but there are many good things and I also comment on those. I hope that the steady drip, drip, drip of my criticisms will some day hit a nerve so perhaps I should encourage you to continue. You should note, however, that your concerns are not critical. Other changes are much more important, such as not having phone calls automatically disconnect after being in a queue for 30 minutes, addresing serious problems with Asurion's mistreatment regarding trade-ins and returns, cumulatively costing customers probably hundreds of thousands. So, whilst each of us have our own opinions, aren't these issues far more important than the placement of a feature that any reasonable person can overcome. I am not a victim of Asurion, as some might expect, I am the victim of some poor service as well as the beneficiary of very professional and occasionally brilliant service. Aren't these more important issues to address, even just as one of many millions of customers world-wide.

[El3ctric]

Hey @Troubadour, thanks for your response. I'll preface this by saying that, same as you, my hope is that the steady drip of feedback will over time lead to positive impact (however small it might be). I've been a big promoter of Samsung overall with friends and family and ever since coming back to the brand a few years ago I've been trying to adopt the ecosystem to the fullest extent possible. By doing so I've been able to 'scratch beneath the surface' and find that along many great things there is, let's just say, lots of room for improvement. This motivated me to want to contribute and is one of the reasons I am active in this forum. I totally get that Samsung operates at scale and that I am one in a billion, but this is exactly why these types of issues are really important. They are easy to address but return disproportionately large positive impact. They also demonstrate attention to detail, thoughtfulness and precision of thinking in design and implementation - all very important aspects overall. It should be super easy to submit feedback, errors, questions, etc, I think we can probably all agree on that.

Just the other day I tried to help out another member with an issue. I did some testing and confirmed there was definitely an issue there. I then proceeded to submit my findings to Samsung and experienced friction galore. Despite describing the issue very clearly, including a video screen capture, and attaching error logs, it was just a real pain with reps asking for more and more useless info. I felt like 'hey, I am trying to help here and you are really wasting my time now!'. Anyway, we got there in the end but this experience, not being the first one like that, prompted me to highlight the issue here. Not saying it's the most important issue but it's an easy one to clean up. Samsung demonstrating they understand the difference between a question, feedback, feature request, and error report, and making it easy to submit the same, is quite important IMHO.

[Troubadour]

Thank you. Perhaps at some time we can combine our efforts. I keep wondering whether a combined submission to consumer departments and, where relevant, the TIO may get a result. Best wishes.

[moogow11]

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