Reviewer Photos & Videos
Delighted with Samsung Customer Service
Our 5yr fridge, stopped working recently. Customer service determined it was due to a known problem. They arranged replacement of parts & labour for free despite it being out of warranty.
- Online store
- Verified customer
It almost seemed like it was on purpose
I went through many different avenue's to try and get a ph repair sorted online via samsung website. Every attempt failed, and it was JB Hi-Fi Riverlink that actually made the process easy, clear and without stress or frustration. I am so very disappointed with the Samsung service, and even as I write this review - I can see it won't make a damn difference!
Poor handling of delivery
Placed order on the 8th of Oct and selected the 15th of Oct. today (15th) I get an sms saying that the delivery is scheduled for the 19th. Very Dissapointing!
After you Tate product home, it is your baby. Don’t even answer the phone.”to busy, ring later “
The store was ok, it is if you ask a question later the problem.
They give you a phone number for Samsung and it is always busy :”ring later” is the answer
Sent back 3 times, no help, they deny there's even a fault. So frustrating.
I have many Samsung products (multiple phones, a TV, an old laptop, a tablet). So disappointed that now my s10e is having problems, they won't help me. My speaker keeps turning on when I'm trying to speak into the headset. Suddenly, wherever I am, people can hear my conversation. It began less than 6 months after purchase. I have since sent it back 3 times, including to the VOC centre, and each time, they just send it back saying there is nothing wrong.
This process takes me literally hours every time to drop the phone off and check it in, ba...ck it up, wipe it, pick it up, then reinstall everything. All for nothing because the problem is still there! How can they just say nothing is wrong? This is a $900 product. Surely they have to honour Australian Consumer Warranties. I am so frustrated! I don't have time for this and I need my phone back. Fixed.
- Online store
- Verified customer
Customer is last!
Spent over 20 hours on the phone over 2+ weeks trying to place an order. Spoke to 4 supervisors who asked me to place the order different ways, they escalated to the incorrect department, asked me to wait 2-3 days to receive a call back (3 times) and I never received one (I had to call), they gave me canned and bogus explanations, and finally said my account was flagged for placing so many orders (which they instructed me to do). I am encouraging everyone to avoid buying from Samsung as they place the customer last.
Worst online retail experience ever!
Spent a bit of money on a Samsung note 20 ultra 5G. Said express delivery 1-2 business days, took my money, sent me the invoice, left me in the dark. Emailed them, was told someone will contact me in 1-2 business days, again nothing. Called asked to be put through to a manager or compliants department. They dint have a complimants department so advise to email online customer support. Sent a complaint, told a manager or higher up will call in 1-2 business days, no one called. Yes you are sensing a theme here. We are going into 10 business days and no contact. Would never buy from them again, if they can lie about getting back to you, begs the question what else are they lying about.
Broken watch Samsung refuses warranty
Samsung Galaxy Watch 3 has an obvious error where it drains the battery by running a background app that does not exist on the watch. Samsung Service Centre has deemed it as working despite admitting that they don't know why the app is running - but tough the watch is useless as it lasts only a few hours but Samsung is well known for making warranty claims so difficult that customers give up. Be aware if your product breaks you will have to spend hours on their useless live chat for no result.
Unable to contact Samsung support. Referred to website but unable to enter model so can't submit
Love sound bar and 82 inch TV but sound jumps with Bluetooth. It didn't with wifi but we have a new modem and cannot get wifi sound back. Cannot contact web support. Very frustrating. Faulty site. Cannot enter model so cannot submit.
If only I could cancel my order.
I've spent the last 10 years telling everyone how good Samsung is to now not wanting anything to do with them. They've gone from being king of the hill with their phones to being lucky their still allowed on the damn hill. So far this year I've had an s20, s20 ultra, note20 ultra and if they could deliver their products on time I'd have an s20fe. Instead it's still sitting at Preparing Order. If there was a Cancel my order and refund me button I'd press it. Their online support is a joke, after 20 min giving every detail about myself accept for eye colour and weight they still tell you nothing. As much as I loathe apple I'm starting to think they might be a safer bet.
chat to Samsung - they have been extremely helpful
Use the Samsung online chat
We have had similar issues but Samsung Chat customer service has been exceptional - we have had someone out 5 times but always quickly and they are trying to fix the problem - we are now being offered options from replacement, refund, store credit and another repair attempt - they are really trying to get this sorted
Appalling service from Samsung
We have had the same problem as many reviewers on this site. We ordered the surround for our Frame TV, which arrived shattered. We contacted Samsung who undertook to get back to us and didn't. We contacted them again and sent them details including photos and again they undertook to get back to us and nothing happened. The TV is good, but the service really is terrible.
Horrible service ever had in Australia
Worst customer care. Not delivered, but to refund they ask me waiting until the parcel to be back their warehouse. It is received by them in the middle of Sep. Today is 7th Oct. Called them many times and send email to firstname.lastname@example.org many times but no valuable reply. Don't trust Samsung and I am considering to go through fair trading. Horrible service ever had in Australia.
Now I am suspect do they really have a office to deal with this.
October 14th 2020 Update: Horrible experience with Samsung continued
Its a refund process sinc...e 7th Sep and its been 35 days (25working days )last time they said i can get the refund this week but today i was told to wait for another 7-14 days....Its endless I am super unsatisfied with Samsung as they will only ask you to wait again and again. I have no more words to say. Can anyone tell me how to go through this with Fair trading ? I lost all of my trust on them.
Samsung Store and Online Sales - Useless
I tried to buy an aramid case in-store but I want to call first to know their stock. No phone number available to call. I went to their chat room on their website, the chat person cannot give any information if they have it in-store. He said online store cannot check store stock levels as they were two separate businesses and they don't have access with them??? It is their flagship store in Sydney for crying out loud! Worst part, they cannot call the store as well.
He told the only way to know is to go to the shop. Seriously!
This is unaccept...able for a big company that cannot provide a basic customer service. Even a small business will allow you to call them to check stocks before you go to the shop to save you time and money to travel, learning that you can indeed get your item. I bought a Galaxy Fold 2, a very expensive phone. It even comes with premium service (that's what the card said inside the box). But a very basic service is non-existent.
- Physical store
- Verified customer
Galaxy A8 - Device factory fault sim card randomly disconnects
I have sent this device in for repair 2 times each time it has had a quick rom flash and 1 hour test then back to the customer, damn even I was flashing roms on my S2 back in the day its not hard... how is a 1 hour test even valid in this case.
This time I was without a phone for an entire week.
I purchased the A8 as bar some minor details its a cheaper S8 without the curved screen, I purchased this to be reliable and to last.
Great device does everything great except what people may argue is its main purpose, it could be 1 hour, 2 days, 1 w...eek you never really know it will silently throw up a sim disconnect message and sit quietly not receiving your important calls. no amount of factory resetting replacing of sim cards will fix the issue. Samsung service center believes a quick firmware flash and an hour testing will fix what I believe to be a manufacturing defect, just a quick flash and away it goes like a boomerang.
Worst customer care. Not delivered, but to refund they ask me waiting until the parcel to be back their warehouse. And they can start refund processing, it take 21 days from it returned. Horrible service. Never buy anything from Samsung
Disgusting Service from Samsung!
My house is filled with Samsung products, this is the first time I've had an issue. I had no idea how terrible Samsung's customer service is. Doubt I'll buy anything else in the future.
I bought a 65" Frame TV and it came out of the box badly damaged. After inspecting they offered a free repair however, since their inspection the TV has stopped working all together so we asked for a replacement. We have been following up every day for weeks without a result. After calling numerous times, the inform us that we will receive a call from our case ...manager in 24-48 hours to arrange a replacement. It's been 3 weeks and we are yet to receive a call. We have also reached out via email, to which they responded that the technical department is reviewing the video we sent them showing the TV won't turn on. This was 9 days ago. We're going to give them until the end of the day, if we receive no response, we will make a complaint with fair trading. The below link shows how many complaints have been lodged against Samsung Electronics. They're up to 373 complaints (only about quality of goods) in the last 24 months in NSW. https://www.cas.fairtrading.nsw.gov.au/pubreg/tabNew.html
Missing purchased product
I pre-ordered buds live on the 20th of August and never received it.
Called about 15 times so far but never got a proper answer.
They always promise they'll get back to me asap, but never call again.
Worst is that no Aussie answers the phone, all overseas people.
Shame for a multi million dollar company to rip off a customer like this.
I wish I could choose a lower star rating.
Not another Samsung in my life again!
I had a change of mind and called them to be told not to accept my parcel so that the post could return it to them. 2 weeks later they are now telling me that it would have been faster if I had accepted it and reposted it myself to their address. And the refund can take upto a month. And I can't place a new order from my samsung account until the previous order has been cleared from my account! What a joke! I was supposed to trade in my old device with that order and a week earlier I got an email saying they had not received my old device! How can I send them my device without getting a new one! Absolute bonkers!
Samsung Galaxy Note 20 Ultra ordered
Hi, I ordered Samsung Galaxy Note 20 Ultra but received someone orders which is Samsung Mobile A51. when I called them twice they have the same answer we don't know when you will get original order. can not promise its depend on courier pick up. this note 20 bought for a birthday gift but still no clue what's happening. I need this phone before Friday 2nd Oct. such terrible service other companies far better than Samsung. still, I have to return the old mobile which is extra work for me to go to the post office and return their mistake. this is the first time and last time not buying Samsung also not recommended for family and friends.
Questions & Answers
I preordered s20 ultra i have proof of that and proof they received my claim still waiting for my wireless ear buds
Hi Tony. This is certainly odd and I would like to follow up on this for you. Would you be able to forward your enquiry to us with your Samsung claim number via the link below as it is our main point of contact?
Hi Kath I hope I am still waiting on my wireless ear buds, or a genuine reason for Samsung not supplying a product for preordering, which the Vodafone at Northlakes did for myself, my claim # I think is AUG20200406025900-707
We’re happy to look into this Tony but would you be able to reach out to us through Facebook messenger? We would require your personal details to proceed.
How long does it take for Samsung to pay a redemption into a bank account once it has been verified. It been 6 weeks since I have competed the redemption?
Hi Zane, would you be able to send us a message to the link below so we can further look into this?
Hi Zane, we've sent a you a private message through Product Reviews. Please keep an eye on your inbox.
I had purchased a Note 10 from a Samsung store on the 7th November during the time the earbud redemption program was active. I was in two minds of buying the phone but the free ear buds were an enticing proposition. I filled the appropriate online form with all the info required. I hadn't received any feedback as to whether my claim was verified A week later so I decided to call Samsung ear buds call centre. Finally a half hour later I got through and was told they forgot to inform me that my claim was verified. On the 13th of November my claim was verified. It has been stuck like that ever since to this day. Made many attempts to call but all calls were in excess of 20 minutes+ before the phone cuts out. As if this is a deliberate act to reflect the problem; keep them in the dark. The 30 day limit is soon encroaching and I highly doubt Samsung will honour their promise. This ear buds redemption promotion has Simply been a form of bait IMO to lure honest customers to their product and put these customers aside while Samsung continue doing business. No communication and no care for the customer's interests. My redemption number is, RDP0000136904. Lewis.
Hi Lewis, there is currently a delay in the shipment of your promotional gift. However, you will receive an SMS from Australia Post to your registered mobile number with delivery tracking details once your promotional gift is dispatched.
I appreciate your reply but why put this delay onto Australia Post. Samsung haven't even posted it yet to register. What a lousy excuse on your part. You and Samsung ought to be ashamed. I really expected better from Samsung.
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