Customer Service Survey

[SamsungRightCare]

Hi Samsung Members!

You, our customers, are at the heart of our business. And so, we greatly value your feedback because it helps us improve our services for you. If you have a minute to spare, we hope you can take the time to answer our quick survey about our customer services.

Ready to share your thoughts? Click here to participate in the survey.

We sincerely appreciate your support.

[butete]

ok members our feedbacks are needed

[summeRamirez]

Members, please take the opportunity to send your feedback here.

[Members_1joHdtJ]

I called in to get a warranty replacement for an M.2 SSD. I provided the invoice and all info needed and the device is within 1 year of purchase. After 3 days of emailing, Christina F simply stopped replying to emails. That was 2 weeks ago. I called in again to see what was going on, only to be told that my ticket was cancelled for unknown reasons. After being on hold 7 times, a new ticket had to be created so I had to do everything over again. Then I was transferred back to Christina F where I sat on hold for way too long. Her only suggestion was for me to send in the drive to ensure the drive is actually dead. But at least they generously offered to pay for the shipping /s. It'll take about a week to get the ship-back box, a week to get the HQ, a week to examine the drive and say that it is dead, then a week to get me the replacement drive. That was a 1 hour call! The next time I called I made sure to do a Samsung customer survey. The 1st question the system asks you is to rate your service on a scale of 1-5, then enter the Pound key. The system would not accept a "1". "We're sorry, we didn't get that". 5 times I tried to enter a "1". Then the call just ends. I am done with samsung. Terrible service. Terrible everything. So very terrible!! 

[ljhughes9]

I bought my Samsung refrigerator less than 7 months ago and just over a week ago it Stopped working completely! I have lost hundreds of dollars worth of food and condiments and bought a small refrigerator to make it to our scheduled appointment (over a week out) for the servicemen to tell me that the compressor is out on a NEW refrigerator! And that he has no new compressor with him! I’m not going to say anything more. I hope that this issue will be resolved within two days. If not, I know several people and organizations that I need to warn about this issue that have bought Samsung.  I have documentation. 

[Alblossy]

Can i swap my samsung A71 or trade in to other unit, issue is, replaced lcd.

[ml1995]

I contacted the online chat on Monday to report missing parts, despite reporting the issue late the customer service rep was very understanding of my situation and told me they would send me new parts free of charge. However my case was updated without consent. When I called to ask what happened, not only did the Call Center not have access to my previous interaction with the online chat agent (they refused to use the service request number I provided), they told me that I was late to report the missing parts and that I would now have to pay for them if I wanted them. Despite escalating the call to 3 levels of management, the customer service team did not address my issue. They did not accommodate my situation, and instead told me that it was my fault for reporting the issue late.

Everywhere on the website I see "Samsung Cares", yet an hour and a half on the phone and multiple escalations, lead to nothing but blame being put on me for not noticing missing parts within 48 hours, when I couldn't even open the box within that timeline. Doesn't seem like Samsung cares much at all about me. They won't even waive a $3 charge to send me the missing screws for my monitor, that they forgot to put in the box in the first place...

Disappointing.