- Verified customer
Brought Samsung note 10 plus s pen stuck. Worst Customer Service.
I contacted customer care worst expereince. Samsung company is best but customer service is terrible. Thst is the reason no one like samsung. I just bought it on last December 2019. My phone is on warranty. They told me I have to wait for two weeks for appointment and no walkin. So worst and humiliating. In apple customer you go they serve you. I am very disappointed with the customer service. I do not know should i take this matter further.
- Verified customer
Samsung Won't Provide Warranty On S10e Mobile Phone Buyer Beware With Android Software Updates
I purchased a brand new Samsung S10Ee Mobile Phone 11/5/19 for $1097, thought I would be cautious and purchased an additional 12 months product care warranty to go with the 24 months manufactures warranty just in case.
The phone was working fine, on 5/1/20 ran a Samsung prompted software update, (prompts keep popping up), upon completion of this update the phone would not reboot. Got in touch with Samsung support, went through process of answering questions to identify the problem.
Amongst the questions I was asked by Samsung Support, were y...ou running a Software Update (I answered Yes) and did you lose Wi Fi during the running of this update (I answered Yes, we live in a rural area and this happens at times). I was then advised to send the phone in for inspection/repair. On 8/1/20 I get the following reponse from Samsung NSW Service Division. Our authorised repair agent has now had the opportunity to assess your Samsung S10e. The technician’s assessment confirmed your device displays signs of firmware tampering. As such we do not believe you are currently entitled to a remedy under either the manufacturer’s express warranty or the Australian Consumer Law consumer guarantees. What the???
Do not buy anything samsung, hardware warranties are not honoured
Will make excuses to not hour warranties even for premium/flagship products, several horror stories already online. Please file an ACCC complaint if you a similar experience or this will keep happening. Paid $1000 for a new note 9 phone with 2yrs warranty only to have the SPen develop cracks and get jammed after 2 months with minimal use. Spoke with online support who asked me to travel to a store. Store said SPens aren't covered under the 2 year warranty(Even though they conveniently market the entire phone around the damn pen) and it counts a...s 'accidental damage'!? (Even though it broke under normal use and I showed them complaints of several other people reporting the same issue and samsung offering free replacements in other countries and even a few in other Au samsung stores). Said I had to pay $50 for a new one or I could speak with online support again. Spoke with online support again and they suggested going back to the store to have them take another look at it. They also mentioned the spen actually has a 6 month warranty....(At this point I feel buying a chinese phone would have been less of a hassle/dodgy). I ask for an escalation which they did and said I would be contacted in 48 hours. No one contacted me and they did another escalation last week. Have yet to hear form anyone. Glad the pen became faulty when it did.. was about to buy a samsung tv just in the next week. Will be staying clear of their ecosystem from here on out seeing what their after sale care is like. Shame, this company has incredible engineers whose efforts are tainted by one of the most dodgiest business practices around.
got in contact with online support during weekend since my TV didnt turn on. described the issue to the operator . although tv was out of warranty a technician was sent who replaced the power board , and TV is working again.
Don't buy Samsung products. They are rubbish and their level of customer service is abysmal. During an online chat with one of their staff, they even admitted to me Samsung makes products to fail as they make more $$ from this than sales.
- Verified customer
Ear bud redemption
What an absolute disgrace. I purchased the Active 2 and it came with a free redemption of a set of Galaxy ear buds. I sent my redemption email off on the 19.10.19 and received a confirmation email saying that my redemption was successful. After hearing nothing from Samsung for months, i called them today to find out what was wrong. To find out that my claim had NOT gone through due to a blurry receipt. Samsung made no effort at all to contact me regarding this issue. Absolutely disgusting that they just shuffled me under the rug and made to eff...ort to finish my transaction. Today whilst on the phone with there redemption line, i received nothing but rude manner from the man on the phone. I could not understand him at all and asked if he could please speak clearer and received nothing but attitude. Samsung as a company of your size i as a customer expect a lot more. I look forward to you contacting me about this issue.
Worst customer service ever.
I purchased the active 2 where ear buds will be delivered as promotion. But they didn't bother whether delivered or not. When i tried the customer service keeps on stating than they have limited authority and sorry for unable to support. Repeatly stating the other department may take 72 hrs to response. Worst service of life.
I bought Samsung S9+ and unfortunately camera was not producing a result it should be and immediately went to Samsung store to get it fixed. After spending a week they found no problem ith the hardware and fixed the issue with some twicking in Firmware. But after sometime when samsung update came and the same problem came back. To and fro and finally tired, I went to Samsung store again and they found that there was minor manufactoring fault(!) which they fixed. I didn't mind till this point but only when I realised that phone started overheati...ng only after using the camera for 5 minutes and the heating area was near the camera. So, I sent the phone back to Samsung and asked for replacement as I was entitled for the replacement on the first place when Samsung checked the phone for the first time. Now, the case manager doesn't want to acknoledge the issue of overheating (even a kid can recognize the issue) and nor they are willing to accept that it was a manufacturing fault!!! Such a lier they are!! I have used Samsung phones for more than 7 years now and this incident is real eye opener. My advise, STAY AWAY from Samsung. Not worth spending over $1000 bucks for "flagship phone" when their service is near non to existence.
- Verified customer
We sent our soundbar in to be fixed, got a ticket.Provided bill of sale and called every day and got different answers! Now weeks later we still have no answer and all we want is the exhange or ours fixed. We get a different answer with every call, can't believe this is happening! Now I have received a second ticket...just don't understand. All I want is a new soundbar...Sherrie
Still waiting Seven weeks after redemption for buds spent over $3000
I'm still waiting Seven weeks after redemption for buds spent over $3000 on phone and a tablets very poor performance, redemption validated 7 Nov, No communication about them, NOT Happy
Samsung promotion offers should be illegal
If you think getting your free item or piece of software with you Samsung purchase would be easy, think again. I purchased an SSD with a free game included and when I go to submit the claim, all i get is 'invalid serial number'. What a load of crap.
I have called and emailed many times and the customer service is useless and doesn't care about actually solving your problem, instead telling you to email or call again.
If you can't even sort out something so simple, why should people buy your products because there is no doubt you would not be able to receive service for anything major.
Seriously, what Samsung
Easy to use. Instructions were easy to understand and this replaced an old samsung television I replaced for this new one. Tried and true Im with them til the wheels fall off.
Horrendous Samsung Warranty service
I had a horrendous experience with Samsung. Upon searching on Google, their rating on product review is 1.6 stars out of 5 for their warranties. Recently purchased Galaxy S10+ for over $1000. Phone restarts multiple times a day and apps would constantly crash.
I showed the problem to the Macquarie Samsung Studio in person and they agreed with me that there is a problem. Send phone back to Samsung service centre to be repaired and they said they found no fault. Gone back and forth a few times. They sent the phone back to me and problem still ex...ists. Sent it back again they still say no problem with it. I asked them to check with the Samsing studio staff that sighted the problem and they say they can't get in touch with them. At this point I'm angry and frustrated. I think theyre trying to make this as frustrating as possible so you just give up. Any one experience the same thing? Any tips on how I can get a refund or exchange? Can I go to fair trading to complain? How do you punish a dishonest business? Spoke with Kath and Richard. Both unhelpful. Stay away from samsung! Worst customer service Ive ever dealt with.
Samsung earbud redemption JOKE!!!
Redemption for free buds has been declined. Have written 3 emails with no reply and tried calling customer service on 6 occasions to sort it out only to be disconnected every time. Have been a long time Samsung user, who will never buy another Samsung product. This joke of a promotion will surely lose more customers than it will gain.
Ear bud deal is a joke!
So I bought both a Samsung Watch and a Samsung S9 in November, hoping to use the Ear Buds as bonus Christmas gifts. The Samsung Watch was even purchased through the Samsung online store.
After figuring out how to actually redeem the Buds I was amazed to have both claims come back with" insufficient evidence", even though I supplied what was asked. This was 6 weeks after my initial claim. By now I had thrown out the packaging. Tried calling customer service, on hold for 25 min, for it to automatically hang up after telling me to try again late...
Galaxy Earbud info
No less than 3 weeks since I submitted my claim, i sent an email to email@example.com, and complaint and request for mediation from this website. my claim finally progressed to "validation completed" a day later. No one has contacted me. I have yet to receive the ear buds. My advice is read the terms and conditions carefully, and try contact samsung via the above email or on this website.
Worst customer service
Worst customer service ever and emailed on 16th of nov regarding my account issue it should be typically replying within 3 business days its 9th of dec no reply at all. When i called the 1800 service they asked me to call the 1300. The 1300 asked me to call the 1800 service. They played with me for 5 days and so many hours. Wasting my time and energy. Not gonna use these company products never recommended for any one. Its worst then we can imagine.
- Verified customer
Very Poor Customer Service Line - don't try to cancel your order!
After ordering a Samsung Galaxy Watch in the Samsung Australia Online Store in the evening I decided first thing in the morning to cancel the order, hopefully before it was dispatched. You cannot cancel or adjust an order online (unlike many other online retailers like Wiggle), instead you must call a helpline 1300 362 603.
After 4 attempts at getting through on the helpline - each time the call would be dropped after waiting 13 mins (that's how they keep their call rates down) I finally got through. I was informed that I cannot cancel my order...
Samsung Redemption is a joke
Having placed the claim with Samsung for the earbud redemption, I find after 16 days a note in the redemption account "More Info Incomplete Proof of Purchase" as this was on online purchase the proof of purchase was a screen shot of the invoice.
Having tried for the last 6 days to contact Samsung only to hold on the phone for 20 minutes then to have the call disconnected due to the volume of calls with the cheery message "please try again later". Emails to the redemption centre also go unanswered.
I am starting to think the whole redemption offer is nothing more than a Bait and Switch
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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.
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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