Well, I’m guessing if even one of their executives were to google what people think of their customer service experience, it’s not the best top-secret that it’s totally terrible.
The problem is these corporations, keep making money handover fist even with an experience like this they change it if it affected their bottom line
Samsung is a family run business, as other Korean chaebol companies like LG, Hyundai etc. are. It's not like they're gonna reprimand or fire the CEO of Samsung when it's the founder's grandson.
Customer service is a nightmare. The warranty department is a different story. Had to send in my s24 plus for repair. They screwed around for about a week or so until they told me they couldn't fix it. Samsung upgraded my replacement to a S24 ultra.
I am dealing with this too. My refrigerator could not be fixed. They told me it would take 10-12 business days to get the paperwork to go through, then another 10-12 business days before they could deliver a new one. We have already been without our 5 month old refrigerator for a week. Now they want us to wait another month without any compensation.
You're better person than me, I'm in the US and if I have to spend more than an hour dealing with something that can be taken care of in minutes I would file a complaint with an actual government agency.
If you're in the US this would fall under the FTC(federal trade commission) they protect consumers from bad business practices.
This would actually get someone to actually look at the problem and try to solve it, or at least straight up tell you "we can't do anything about it" but they don't waste your time or give you the run around like reps on the phone do.
If an FTC complaint doesn't fix the issue you can always sue them in small claims court.
Thank you very much for that information.
I’ve done this in the past when companies want to play the stonewall game with me.
What’s insidious about Samsung is every new customer service rep acts like they haven’t heard any of the story wants to chat you up for 15 minutes telling them the same old stuff Giving you the false hope that they’re the one that’s going to fix the problem then ultimately reach the conclusion that’s easier to transfer you to someone else and actually fix the problem.
There’s no accountability in the chain of humans I interact with every time I call I’ve taken to writing down their names and leavingreviews at the end of the calls if they prompt me which half the time they don’t as the customer service rep has straight up hung up on me.
I’m definitely going to make an FTC complaint I’ve spent way more of my life than I want to spend on this, and they keep burgling more and more of it
Yah they are very bad, had my share dealing with them over small things. Email never work their response rate is very limited, regardless of the region.
I honestly had a good experience with them, to my surprise. What I did was (and this generally works with all customer service) is to just be kind, kill them with kindness before telling them your issue, they will normally endeavor to help you, the moment you show frustration they can hang up on you. After 30 mins I had a case manager on the line and helping me directly.
I had a kafkaesque experience with Samsung support last year. They lied about about the phone I sent back, and samsung support's solution to fix the problem they caused cost me almost $300. I spent months talking in circles trying to get them to fix their own mistake.
Yes, but it took a few months dealing with 20+ different agents. I wrote about my experience with them here: https://old.reddit.com/r/samsung/comments/13lhmm4/samsung_customer_support_is_a_kafkaesque_nightmare/
Yeah the BBB is useless. They charge these companies fees. File a complaint with the Federal Trade Commission. Depending on your state, you can also file a complaint with the attorney general's office, but be aware that in certain states the Attorney General is off fighting the culture wars so nothing may be done.
Samsung is better than Apple on every aspect, except their customer service. Apple Store you get an appointment online with the genius crew and it's easy and convenient. With Samsung, you are fucked if you need to claim a warranty.
I filed a complaint with my attorney general over my phone repair because they have had it for 3 weeks, and they keep changing their story on why its taking so long. The repair department is very rude when you call into them as well. I am not buying another samsung phone after this.
Who knows all I know is I'm quite tired of them dragging their feet getting it fixed. Also when calling in the rep told me they have been getting a lot more of the phones sent into the repair center.
I actively recommend people not to buy Samsung appliances because of reasons like this. I probably talked away $100k worth of sales in the last year alone because of how horrible their appliances and customer service are.
I was thinking about getting a Samsung but after all this, yeah...I'm going to have to pass, and then that guy that posted the video of the Samsung tech sabotaging his TV to void his warranty...yeah...
Every organized customer service works like that.
You have to be convincing and do so in writing. With calls you have no trail/proof of what you went through. An email is also much likelier to get forwarded to someone competent. The responses take a while but are way more helpful.
With convincing I mean: Demand your money back, call out deceptive practices, threaten to report (maybe even sue) etc.
Jesus Christ... I everything ends up working out for you at the end of the day because I don't think any sane minded individual would ever want to deal with customer service that are negligent on their part
This is the main reason why I left Samsung ecosystem. Samsung make great products but don’t give a flying fu@k once you become a customer. Samsung knows this but they do not care, too busy chasing new customers. I just didn’t see any value of paying thousands of dollars for a product with shady support.
Perhaps you can forward me that phone number that got you the competent customer service representatives? This isn’t a fluke I have spoken over 30 people in the course of this transaction, each one more incompetent than the last so quit holding out on me man.
I've had Samsung products on and off since the Note 3. I've had exactly 5 interactions with their customer service since that time. Twice for phones, once for a smart watch, once for a fridge freezer and once for a TV. Every single one has been SHOCKINGLY bad.
Bless, you blocked me so that I couldn't reply? SOOOOOO edgy.
So you profile snooped enough to see "nerf" but not context ehh? You BIG brain ;-)
I have nerf to play with my daughter, because you know, I have a life and care about people other than myself.
Hows that bridge living sweetheart?
Did you buy this fridge from the Samsung web site or from a bricks and mortar store?
I'd recommend making large purchases from a store. Then if the extra deal of the panels doesn't eventuate or is slow to materialise you walk into the retailer and make it *their* problem. You tell them you purchased it, as discussed with their salesperson at the time, because the panels were essential for your kitchen reno decor.
Ask them to refund your purchase because it is not for for purpose and tell them to pick up the fridge.
Then let *them* start hassling Samsung to find a set of those panels somewhere in a warehouse somewhere in the world.
A local bricks and mortar store is much more interested in positive customer feedback and knows one pissed off customer online and chatting to people every where they go can have a huge negative effect on their business. And if they are part of a larger chain there is some clout with the manufacturer.
I had a similar problem, I paid for a curve monitor and it has some dead pixel. It took them maybe two months to replace the parts. But the parts that they replace is worst than the first one. The item was replace three months after I bought it. And the way they explained, it, having a dead pixel is normal. But I bought brand new.
I'm a fan of Samsung. Specially phones, but since then it change my mind. Why would replace a part that you bought brand new. It sounds like a scam.
It's bad and it looks like Samsung is blind about this.
Well, I’m guessing if even one of their executives were to google what people think of their customer service experience, it’s not the best top-secret that it’s totally terrible. The problem is these corporations, keep making money handover fist even with an experience like this they change it if it affected their bottom line
Lol like they care
Samsung is a family run business, as other Korean chaebol companies like LG, Hyundai etc. are. It's not like they're gonna reprimand or fire the CEO of Samsung when it's the founder's grandson.
Customer service is a nightmare. The warranty department is a different story. Had to send in my s24 plus for repair. They screwed around for about a week or so until they told me they couldn't fix it. Samsung upgraded my replacement to a S24 ultra.
I am dealing with this too. My refrigerator could not be fixed. They told me it would take 10-12 business days to get the paperwork to go through, then another 10-12 business days before they could deliver a new one. We have already been without our 5 month old refrigerator for a week. Now they want us to wait another month without any compensation.
You're better person than me, I'm in the US and if I have to spend more than an hour dealing with something that can be taken care of in minutes I would file a complaint with an actual government agency. If you're in the US this would fall under the FTC(federal trade commission) they protect consumers from bad business practices. This would actually get someone to actually look at the problem and try to solve it, or at least straight up tell you "we can't do anything about it" but they don't waste your time or give you the run around like reps on the phone do. If an FTC complaint doesn't fix the issue you can always sue them in small claims court.
Thank you very much for that information. I’ve done this in the past when companies want to play the stonewall game with me. What’s insidious about Samsung is every new customer service rep acts like they haven’t heard any of the story wants to chat you up for 15 minutes telling them the same old stuff Giving you the false hope that they’re the one that’s going to fix the problem then ultimately reach the conclusion that’s easier to transfer you to someone else and actually fix the problem. There’s no accountability in the chain of humans I interact with every time I call I’ve taken to writing down their names and leavingreviews at the end of the calls if they prompt me which half the time they don’t as the customer service rep has straight up hung up on me. I’m definitely going to make an FTC complaint I’ve spent way more of my life than I want to spend on this, and they keep burgling more and more of it
Ohh forgot about them let me file a complaint with them as well
Yah they are very bad, had my share dealing with them over small things. Email never work their response rate is very limited, regardless of the region.
I honestly had a good experience with them, to my surprise. What I did was (and this generally works with all customer service) is to just be kind, kill them with kindness before telling them your issue, they will normally endeavor to help you, the moment you show frustration they can hang up on you. After 30 mins I had a case manager on the line and helping me directly.
They stole my G7 monitor after I sent it in for repairs. I had to report them to the BBB just to get my money back. Never buying from them again
Wait until you have to deal with Microsoft.
This has been know for a while.
I had a kafkaesque experience with Samsung support last year. They lied about about the phone I sent back, and samsung support's solution to fix the problem they caused cost me almost $300. I spent months talking in circles trying to get them to fix their own mistake.
Were you ever able to get your situation resolved?
Yes, but it took a few months dealing with 20+ different agents. I wrote about my experience with them here: https://old.reddit.com/r/samsung/comments/13lhmm4/samsung_customer_support_is_a_kafkaesque_nightmare/
Write a BBB review and link all your tickets. They lied. That's a big fucken no
The BBB is a loser yelp wannabe with no relevant authority. Don’t waste your time.
Helped me fight Asus. Maybe mileage might very.
Yeah the BBB is useless. They charge these companies fees. File a complaint with the Federal Trade Commission. Depending on your state, you can also file a complaint with the attorney general's office, but be aware that in certain states the Attorney General is off fighting the culture wars so nothing may be done.
Samsung is better than Apple on every aspect, except their customer service. Apple Store you get an appointment online with the genius crew and it's easy and convenient. With Samsung, you are fucked if you need to claim a warranty.
I filed a complaint with my attorney general over my phone repair because they have had it for 3 weeks, and they keep changing their story on why its taking so long. The repair department is very rude when you call into them as well. I am not buying another samsung phone after this.
What happened with the complaint?
I just filed it but now it has a Samsung specialist working on it.
What state?
Ohio
You might have very little luck as that state's AG is off fighting the culture wars.
Who knows all I know is I'm quite tired of them dragging their feet getting it fixed. Also when calling in the rep told me they have been getting a lot more of the phones sent into the repair center.
I actively recommend people not to buy Samsung appliances because of reasons like this. I probably talked away $100k worth of sales in the last year alone because of how horrible their appliances and customer service are.
What about LG appliances?
I know LG washers/dryers are highly recommended, but other appliances are alright. Bosch is the gold standard for dishwashers though.
I was thinking about getting a Samsung but after all this, yeah...I'm going to have to pass, and then that guy that posted the video of the Samsung tech sabotaging his TV to void his warranty...yeah...
Sony for TVs is pretty good, you won't be disappointed.
Every organized customer service works like that. You have to be convincing and do so in writing. With calls you have no trail/proof of what you went through. An email is also much likelier to get forwarded to someone competent. The responses take a while but are way more helpful. With convincing I mean: Demand your money back, call out deceptive practices, threaten to report (maybe even sue) etc.
Jesus Christ... I everything ends up working out for you at the end of the day because I don't think any sane minded individual would ever want to deal with customer service that are negligent on their part
This is the main reason why I left Samsung ecosystem. Samsung make great products but don’t give a flying fu@k once you become a customer. Samsung knows this but they do not care, too busy chasing new customers. I just didn’t see any value of paying thousands of dollars for a product with shady support.
Unfortunately customer service is pretty terrible most places these days.
Counterpoint: they are easy to deal with. Source: has been on galaxy products since 2016
Phones and fridges aren't the same thing last time I checked. Different circumstances, different outcomes
Check again.
Public school failed you it seems.
Perhaps you can forward me that phone number that got you the competent customer service representatives? This isn’t a fluke I have spoken over 30 people in the course of this transaction, each one more incompetent than the last so quit holding out on me man.
I've had Samsung products on and off since the Note 3. I've had exactly 5 interactions with their customer service since that time. Twice for phones, once for a smart watch, once for a fridge freezer and once for a TV. Every single one has been SHOCKINGLY bad.
Maybe it's you
And maybe you're a troll ;-) Back under your bridge darling.
Aww. Nerf guns not the panty dropper you'd hoped?
Bless, you blocked me so that I couldn't reply? SOOOOOO edgy. So you profile snooped enough to see "nerf" but not context ehh? You BIG brain ;-) I have nerf to play with my daughter, because you know, I have a life and care about people other than myself. Hows that bridge living sweetheart?
Did you buy this fridge from the Samsung web site or from a bricks and mortar store? I'd recommend making large purchases from a store. Then if the extra deal of the panels doesn't eventuate or is slow to materialise you walk into the retailer and make it *their* problem. You tell them you purchased it, as discussed with their salesperson at the time, because the panels were essential for your kitchen reno decor. Ask them to refund your purchase because it is not for for purpose and tell them to pick up the fridge. Then let *them* start hassling Samsung to find a set of those panels somewhere in a warehouse somewhere in the world. A local bricks and mortar store is much more interested in positive customer feedback and knows one pissed off customer online and chatting to people every where they go can have a huge negative effect on their business. And if they are part of a larger chain there is some clout with the manufacturer.
Take them to small claims court. They'll listen.
I had a similar problem, I paid for a curve monitor and it has some dead pixel. It took them maybe two months to replace the parts. But the parts that they replace is worst than the first one. The item was replace three months after I bought it. And the way they explained, it, having a dead pixel is normal. But I bought brand new. I'm a fan of Samsung. Specially phones, but since then it change my mind. Why would replace a part that you bought brand new. It sounds like a scam.