Who else experience terrible samsung customer service?

[alphabeta88]

I pre-ordered my z flip 5 at Samsung FUNAN roadshow, but my order did not went through despite payment went through (did not receive order number). Hence this issue caused me not to have my desired casetify case for my pre-order and Samsung is punishing me for getting other designs due to their system error and incompetent staff which took 4 days and not yet resolve.

Terrible customer service provided by the manager Mr Vinz/ Vince and Ms Aida that attended my call at 5:38pm which just ended my call rudely. Emailed 18x due to unpleasant experience, conversed on the phone daily but there’s no resolution. Poor customer service levels #zflip5 #zfold5 #s23 #Samsung

Getting punished by Samsung despite supporting them by purchasing their products.

[alphabeta88]

It will be of great help if you could provide me the contact details. It has been 2 weeks of daily calls and emails but no solution yet.

[JP19]

https://contactus.samsung.com/customer/contactus/formmail/mail/MailQuestionGeneralNew.jsp?siteId=725...


Hi, this is the link to the Email CEO form. (If you are using mobile, u may want to access using Samsung Internet, as it's not working for Chrome)

Usually, those who have green/pink line screen issues for their S20/S21 phones and the general customer support is not listening to them, are turning to this channel instead to get their concerns noticed.

[JP19]

No problem. This should be addressed seriously, as u have forked out the money alr, but u are not receiving the goods as expected. I believe this can be reported to CASE. Shall see whether the CEO's support is helping much, if not next step is CASE alr.

[dizmoo]

CEO is just nice gesture / option .. however if you want your issue or complaint resolved in the fastest time possible . Not according to their internal SOP procdure & turn around time..
Also, give them your Preferred Time for a call-back from the relevant depth or person..
And inform that you appreciate if your unable to answer.. Missed Call...
They must try minimum of 4 times / calls in the same day...
Or else, their SOP is a Call back to you.. 2 Missed calls from you not answering.. And that's is Job done for today...lol

[Nonyabb]

You mean like I did and the never followed up. 

[dizmoo]

from my previous experience , there is need to Stress that your issue is a Complaint / Esacalation , not just a feedback or reporting what seems to be normal enquire. Thus, they will proceed accordingly to thier SOP.. IE -ranging from 5 to 10 working days..
Point out either via email , chat or over the phone.. that you need this issue to be escalated to Higher or Senior Mgt.. plea with the customer service officer to follow your escalation request, point ot to him or her, that this issue is not a Complaint about thier Service or lack of communication to assist you... inform the officer that You have specifically made this request and let the Duty Mgr take over...This helps speed up your serious issues as the officer will be incline to proceed to Escalate .. & being able to let Mgt know that customer request is not their fault & will not affect their KPIs...

[dizmoo]

if there is any consumer who have doubts with regurds to my advise or methods ..
I Can show you an issue that Samsung made but did not openly or even admitted ..
just about 2 or 3 months.. I was able to do a online purchase of S23 Ultra 256GB with trade in of a S21 5G .. & a "compensation code / mistake" with the Free gifts at a Total price of less than $200 ... YES....I have all the invoice, Online Trx , Email confirmation , PDF invoice, Online Account purchase history...ba ba ba
sorry but my point is, Samsung SG has serious internal work procedure via Phone, Online website information / logistics ..
IMO, thier retail shop seems better equipped to service cusotmers..
Yes, to actually perform a customer service role...Not that majority of us are Fussy & demanding ..cheers

[Nonyabb]

File complaints with the ftc of you are in the USA   they just attempted to defraud me. I caught them but I'm not dropping it. I'm taking it to my state attorney General tomorrow  since Samsung has decided to simply pretend it didn't happen.  They use illegal bait and switch tactics. They change prices and then try to swindle people at the checkout.

I've never seen such unprofessional conduct in my entire life with a tech company.   They engaged in blatant fraud. 

[MonstarC]

I had a equally bad experience recently. My story is below
I had recently went to a customer service center in Vivo city(Singapore) to repair a minor Crack on the screen, with the expectation of a 50% out of warranty discount as due to being Samsung Care+ member (as shown in the screen shot from Samsung member app) as well as the Samsungcareplus webpage. However the customer service agent was saying that it was a error on their display and it is suppose to be extended warranty instead of Samsung care plus. 

Beside that, the customer service was rude in the whole process. 

Firstly when I arrived 5min before the appointment, and went to his counter when he is free and available, he point me to the kiosk machine for a ticket. Where by after the session in my Samsung App it was stated as no show even though I'm there.

Secondly he requested me to have my phone exit from the maintenance mode before he is going to check the status of my phone. Which I do not agreed. And demend an explanation. And the customer agent was rude and told me that maintenance mode do not have passcode. So please change to normal mode that have passcode(??, isn't that suppose to be the design of maintenance mode?, just have access to all basic function).

Thirdly the customer rejected to check my phone when I ask him to carry on the check in maintenance mode.


And what I'm furious about is afterward their "Higher management" called and mention that it was their display error? I am only eligible for extended warranty and not Samsung care plus. But then it had been showing I had samsung care + for over 8 months since the day of my purchases. Now when I need samsung care +, they basically do not care.


Overall to conclude, Samsung is not a have customer service team. They only have a customer blaming team.

[Nonyabb]

I will never purchase another Samsung product in my life time.