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Pathetic Customer Service processes and experience
I have been fighting with Samsung Cc re the issue with Soundbar, whichever detail you request the only answer is they can't, which is quite frustrating and ridiculous. STAY AWAY
Impossible change of mind return process
Absolutely ridiculous process for change of mind returns. As indicated by the website, due to COVID-19, there was no customer service hotline available until further notice and email was the only method of communication. The email turn-about time was roughly 1-2 weeks, with repeated emails in between. It was really difficult to communicate my requests, and I had to re-explain myself multiple times to different people.
As of today, from when I had first attempted my return request it has been roughly 2 months. I have had no success in receiving...
That JOG button
The award for the most frustrating, infuriatingly annoying, hard to use button of the century goes to Samsung for it's JOG button which it insists on installing on all it's computer monitors. Due to climate change I'm pretty environmentally conscious and I seek to just press one button in order to turn my monitor off at the end of a long, hard day. Apparently Samsung in all it's wisdom thought otherwise. Turning Samsung monitors off and on has to be an exercise in frustration, press the button too fast in succession and it has a hissy fit and y...ou have to start over and after prolonged use the JOG stick is liable to break rendering the whole design useless. Using HDMI means the monitor stays on unless you use the JOG button to turn it off and once it is off it indicts it's off by a solid state light that stays on indefinitely. Usually a light means a monitor is on but I guess Samsung wanted to mix it up and do the opposite of intuition. My monitor was in my bedroom so it just added annoying light pollution at night. I gave my Samsung monitor away to a local charity and bought an ASUS monitor that just has a simple one click on and off button. Best decision I ever made. I will give you two stars though because your monitors work, it's just that crazy JOG button that needs to go.
Samsung Online Store Aftersale Support is very disappointing
I purchased a Tab S6 in June and notice that there was a fault on it and below is my experience with the warranty process:
- It is actually very hard to contact the right person in the first place, since all of the contact information that I could find on their website are technical support and it took several attempts until I was in contact with the right person.
- Send a request for a replacement and did not get a reply until 30 days later.
- The replacement was approved, and I called to confirm the contents of what I am getting.
- Received the replacement about a week or so later, and its missing the keyboard case even though it was confirmed to be included in my previous correspondence, and they want me to raise another ticket.
Received refund following contact on this site
I had an issue with getting a refund which I tried to resolve through the usual channels at Samsung with no success, but after writing a review and discussing/remediating with the Samsung staff who monitor this site I finally got it resolved.
The 4 stars are really for the Samsung team who resolved the issue on this site, I've removed one star only for the initial experience.
At 3am on the 9 September went online and bought the new fold 3,000 , received no confirmation or order number, i have been trying to speak to them as they now have my money, and i have spent 2 days trying yo get through to no avail, this service is appalling and i am still unsure if my order has been placed despite the fact they have my money.
Discount code didn't work when I ordered. A month and 4 emails later, not one single response. They happily take your money and online chat they can't assist and just tell you to email. To never hear anything again. I brought this up on the online chat, but no nothing they can do, just keep emailing. What a joke! Never buy anything from them again
Samsung Galaxy Note 20 Ultra
On 3 Sept, I ordered a Mystic Bronze Galaxy Note 20 Ultra via the online site.
I used the value of my current phone and put it towards the purchase, paying approx $800 of my own money which I thought was awesome.
Unfortunately, that’s where the happy experience ended for me. When I received my package, it looked too small to be a phone. Sure enough, it wasn’t. I had received someone else’s Buds+ The wrong order was put in my packet. I’ve sent 2 emails, made 8 calls and received no response from Samsung. The online chat can’t help, the 1300 number can’t be reached and I have no service centre in Cairns. No one is prepared to help me and I don’t know what else to do.
Extremely disappointed with Samsung online store and customer service centre
Samsung online store claims that the purchases will be shipped the same day, but not mine. After contacting the service center regarding my order, I was provided with the generic script and didn't help me at all in tracking my order nor they could provide me any information that when it will be shipped. I also asked if they can help to cancel the order if they can't provide me the asked details but again generic answer that "Once the couriers pick the parcel, I will get notified through email/SMS". Great work Samsung.
Samsung customer service is disgusting.
very hard to purchase a product in a straightforward manner.
the service team treats you like it is your responsibility when things go wrong
the company so advanced with technology does not have the technology to seamlessly assist customers online.
there is a understanding disconnect, they think they are making you happy but you feel like they are patronizing you and being dishonest.
I literally was brought to tears and it took two days before one simple purchase was completed successfully.
no apology no help at all.
Note 20 Ultra Pre-order: Samsung Care+ Promotion
Pre-ordered the new Note 20 Ultra with 50% Samsung Care+ to only get a promotional email offering the service for free. I rang the call centre, got HUNGED up 5 times, so they can tell me they cannot do anything to compensate me! It felt like I got ripped off just for being an eager customer... Last time I pre-order anything from Samsung and don't recommend to pre-order anything from them... It really does seem that Samsung DOES NOT care about their loyal customers.
Terrible online service
Bought Samsung evolution kit in July, product was defective. Have to make several calls to rectify the problem. The Samsung call center connection keep disconnected, and need to redo everything over and over again.
Make the call for 2 days, 5 to 6 hours each time until issue solved (what I think it was) for the refund.
I was waited 2 long weeks for refund, and made another call to find out there was a mistake that replacement was issue instead of refund. And I need to wait for another 2 to 3 weeks for the refund because someone make a mistake. ...
Broke in 6 weeks. Extremely poor customer service
I purchased a Samsung front loader washer-dryer combo machine. 6 weeks later it broke. A Samsung technician checked the machine and confirmed that the motherboard and the inverter were broken. I was told that Samsung would contact me on the following business day to arrange a replacement. What followed was over 7 weeks of frustration as I was ignored and lied to by Samsung. During that entire time Samsung never once returned any of my calls. Only some of my emails received generic responses. I eventually got my money back but it took about 20 c...alls (at some point I had to call every day as they would not do anything), a dozen emails and hours on the online chat system. I called the number on the website but it went to Philippines where I was told there is nothing they can do but will “escalate” my request (as if complying with their statutory obligation was some kind of favour they may consider doing me). They told me only the office in Australia could approve my refund or replacement but refused to provide me their telephone number. I was initially happy to obtain a replacement as I was aware the machine was in stock in many stores but Samsung refused to tell me when they could deliver another washing machine – I waited over a week to get the answer to this simple question but ultimately when I heard nothing from Samsung I opted for a refund. That was the right decision although it still took another 5 weeks. Samsung promised to contact me with updates about my refund but never did, they told me I could not have a refund until my broken machine was collected and when that happened they sent me a text that I would have a refund in my account in 2 weeks but 3 weeks later there was still nothing. I have now bought a Bosch washing machine and glad I did as it does a much better job of washing and drying.
Highly inefficient call center
Their customer care is terrible. They keep you on hold for 30 mins every time you call with very little action/help provided except for saying someone will contact you! My TV repair is not yet been organised, been more than 4 weeks. After a few follow up's someone did contact me with a "no caller ID".. you miss the call and you are back to square one. They dont leave a voicemail, no number to return the call, and they dont try calling again unless you call up the call centre and again ask for the case manager to call you. Just ridiculous time wasting experience, and all staff are offshore based. No direct contact can be made here in Australia!
Still waiting for the rest of my new phone to turn up 1.5 months later
I purchased a new phone of samsung online store
for over 1.5 months now keep asking them where is the rest of my phone gat passed around to so many departments lieds to alot
They keep saying someone will contact me never happens
Buyers be wear once they have your money you will ge no service from them
im not the onlt one who has had this problem with them
They think if the ignore you long enought they will get away with it
Samsung s20 Ultra
The samsung s20 Ultras front camera is terrible... it looks good before you take the picture, but when you view it, the picture looks blurred and there is no way to fix it..
The Fold Premier Service
I came home with the $3000 galaxy fold in November last year. Upon returning home and keeping my wife at bay with a bar seat and a whip for a few hours, I've survived to talk about it. This one is amazing, but fragile (We have 3 kids) I have had the screen replaced twice and lets just say they do know this and you get looked after. Its expensive i know, but they do look after you.
Don't stupid to buy samsung products
Samsung customer service is very bad. I bought the earphone and received the faulty one and noone really want to help me out... I regret to give up iphone to transfer samsung.
If you have a problem with products you paid then Samsung customer never fix your problem, just make you are waiting month over month... Before you spend money for them ( they're help a lot ). After your payment ( they don't want to help you )
Customer Support is abysmal
Sent in a SSD for repair or swap to Samsung Sydney Olympic Park. After numerous times of contacting their live agents they always stated that they had not received the item and to wait another 3 days for an update. However, they have had it now for more than 2 weeks and still cannot give me an update other than wait 3 more days, we cant find it, etc. I called Auspost and they have confirmed it was delivered and have a photo if Samsung require proof of delivery. Their customer support is nearly worse than having no customer support.
Education discount promised, never delivered, staff blamed me and never gave me the discount
Went online to buy 2 phones from a Samsung online store education portal, one for myself and one for my wife, namely a Galaxy S20 4G version and the Galaxy S20 plus 5G version. I signed up for an education discount of $50 which was the start of my problems. An email should have been automatically sent to my nominated email account which would have contained the discount code but of course the promised email never arrived. When I followed up on this all I received was excuses and handballing between different departments.
The first major probl...em is that the chat that you have online at the moment because of covid-19 is only geared towards technical support and nothing to do with sales or any other type of support so if you ask the staff any questions, all they do is ask you to email another department such as promotions or sales who of course never get back to you... and if they do, ask you the same questions you've already answered 100 times then give you a bunch of excuses about why the email wasn't sent to you and why you haven't received the discount. I finally did receive a discount code (yay, I thought...) which of course didn't work... then I received another email from a staff member saying that they apologised and would send a new code. At this point I was becoming really frustrated because I just wanted to buy the phones and I'd been messing around with the various departments of Samsung for 5 days. Yes, you've got that right - I honestly messed around with Samsung for 5 days with these phones sitting in the Samsung education portal cart, ready to be purchased, just trying to get my poxy $50 which I should have received automatically. I wonder if Samsung knows that their shoddy customer service costs them large amounts of money because people just give up and go and buy stuff from a physical store... I finally received the second discount code but was told that the offer had been extended (of course the offer had never been discontinued) and that I would only be able to use the discount the following day which would have meant that I was now on my sixth day of waiting to purchase the phones. One thing I have not mentioned to this point is that my wife and I were expecting a newborn baby any day and I just couldn't wait for the phones any more, because... the whole reason I was buying these fancy new phones is because of their amazing cameras which I wanted to use to photograph my newborn child; there certainly wouldn't have been much point to that if the baby had come and I didn't have my phones... so I just went ahead and bought the phones, not wanting to wait for the 7th day. At this point I received a very cheeky email from a staff member at Samsung asking me why I went ahead and made the purchase and why I hadn't just waited. The following is my response to him:
Questions & Answers
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.
When can I get a feedback about my lost product?
I ordered water filter for my fridge through Samsung online as I thought it would be less to worried about. But it proved much more problematic.
I ordered the product online on Dec 28, 2018 and received a message saying it’s going to be delivered on 3rd Jan and I would be contacted before delivered. On Jan 4th and 5, I checked my mail box and front yard and there was no card or any package about the product but my order was marked as Delivered online. I reported this issue to Samsung via 1300 call last week twice and they promised me response within 48 hrs. However, I haven’t heard anything after 4 days passed. No update, emails or any feedback. This is the worst online purchase experience I’ve ever had in my life.
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