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Original topic:

Poor Customer Service from Samsung PH

(Topic created on: 09-30-2024 05:25 PM)
572 Views
AJCabezas
Active Level 1
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Support
A few weeks back I had a faulty hinge mechanism on my Fold 4. Having Care+ I decided to have it booked for service. Now they were telling me that they can't do it here because it came from somewhere else. So I was like OK??? But you do realize that the page does say anywhere and anytime... so Philippines is just not part of anywhere then?

After a few emails back and forth, eventually the team told me that they'll escalate the issue and get back to me... but no one ever did. I ended up carrying the phone back to where I initially bought it, wait for a couple of days, then go back here.

This is such a waste of time.... moreover, the Philippine care+ team will not give you any attention whatsoever. Extremely disappointing. Was an avid fan of Samsung from the very beginning, but because of this... I'm seriously considering moving to other brands that have slightly better service.

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11 Comments
EllisKai
Active Level 10
Support
Most (not all) of the cs in the Philippines are ignorant. I hope they become better educated, trained, and equipped.

I also hope you make the right decision.

I also like foldables, but I'm sticking with S series for now because I think they are less fragile, and I can't count on their customer service. Even the customer service reps that I email here in the members app are clueless of the features that I talk about so I think it's hopeless to talk to them, it's better to just rant here or let other users (probably unpaid by Samsung) help.
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AJCabezas
Active Level 1
Support
True! The S-Series really works great. I have an S23 Ultra and works really well.

I just thought when they mentioned that they have a dedicated concierge for Z series customers I would be getting better service (at least). I didn't expect that it was just a front... but really, it's just a different counter... nothing special.
TeamGalaxyJustine
Moderator
Moderator
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We're sorry to hear about your frustrating experience with Samsung Care+, AJCabezas. Your feedback is valuable, and we'll escalate this to the right team. If there's anything else we can do, please don't hesitate to reach out. 

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AJCabezas
Active Level 1
Support
Please don't use the word escalate unless you mean it.
AJCabezas
Active Level 1
Support
So Bianx.... in which planet did your escalation end up being on? Because I have to be reminded that Philippines isn't part of anywhere and your so-called right team is nowhere to be found.
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AJCabezas
Active Level 1
Support
Still waiting to get feedback on your so-called "Escalation"...
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JJames05
Active Level 5
Support
not just poor its complete trash the cost of repair even under warranty is just overpriced.
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AJCabezas
Active Level 1
Support
I find it to be just here in the Philippines... mostly due to poor management. I mean it's a s***s*** for Samsung's customer care... but the Philippines would be somewhere on the bottom of the list in terms of quality and competence.
Anonymous
Not applicable
Support
Samsung is expensive gadgets and with few features/specs while chinese gadgets is better choice in low price
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