The main purpose of our roles is to create a clean and friendly environment. There has been alot of negativity in the community, and some members posting that break the community guidelines. As Ambassadors, we have the ability to remove these posts. Alot of members think that because we are Samsung Ambassadors, we will not give our honest opinion, and we will always take Samsung's side and basically think we are biased towards Samsung.
Let me tell you, this is not the case. Everything I have ever posted to date has been 100% truthful from my heart and I still believe Samsung is a great company. I truly mean that. I will say this though, when it comes to Samsung Support, there is defiantly some room for improvement. Lucky for me I have never had to reach out to support...until last week.
I would like to share an experience that I am currently dealing with. Recently I purchased two Samsung 45W super fast chargers. I got a notification that they were delivered to my local FedEx depot. When I went to go pick them up and I opened the package, I noticed that I only received one...even though the packing slip said two. Clearly someone at the warehouse made a mistake. Not a problem human, error I get it. I was confident that it was a simple honest mistake and it will be resolved in a fast and timely manor. Not to mention, this is the very first time I have ever noticed an issue with Samsung since I have been purchasing their products for 20+ years....that is quite impressive. So kudos to you guys!! 😄
I contacted support via chat on the 18th and I am still a bit disappointed as my issue is not fully resolved and the investigation is still ongoing.
Every time I requested a chat from my phone by texting "We Care" to 932 273 or "support" to 932 227, I would not get a response or a chat would not be initiated. Instead I had to go on Samsung's support website and manually request to chat with someone....which can take up to 30 mins to finally speak with someone. So the texting to request chat feature has never worked for me.
Calling into the contact center is even worse. Last time I called in, I was on hold for over TWO hours. This is terrible!!
In the past week, I have been dealing with numerous agents over chat and over the phone. It was even escalated to a manager. I believe one agent I even spoke to over the phone refused to provide me his employee ID!! Everyone said they will call me back with an update, but I have yet to receive a single call or an email at the very least. The entire "escalated" issue and investigation seems like a huge mess.
I just wanted to share my experience and tell you all that I am not biased towards Samsung. I love Samsung with all my heart, I understand we are all human and we all make mistakes....but Samsung Support really needs some major improvements.
I do understand Samsung listens to its customers, and I really hope they will take this experience into consideration and make some drastic improvements in the support department.
No idea yet honestly. My last 3 devices have been Notes ( 8 ,9 and 10+ ) and have to admit, it's going to be hard to like anything else. Iphone 12 or the next OnePlus maybe? Im just p'd off with Samsung right now, otherwise I'd probably be with the N20U right now or still keep the 10+
At least, you know that iPhones use stellar AMOLEDs. If that's what you liked the most from your Notes, you can't go wrong there. Unless what you liked was the complete control over sublime hardware. In that case, OnePlus doesn't fit the "sublime" part, but you do have the control. But if support is important to you, iPhone only. OnePlus has no facilities here.
I had a few Oneplus devices and never had to deal with support, but i also never kept my phones longer than 6 months. The Note 9 being the only exception.
Hi SnowCat19, great post! I'm really happy that you shared this experience with us, it's great to see that ambassadors aren't biased through one way or another. I also want to say, being in this community for well over 2 years with seeing your posts as well as the other ambassadors that I can vouch for all of you as I know first-hand you guys are truthful and the love for the products for they get right, and you guys push for what you want to see improved. Thanks again for sharing!
