Sprint Galaxy S8 Samsung support, lets hear your stories...

[uncreativeartist]

I am making this post to get everyone's stories, good or bad, about Samsung's support.

For me it is bad, terrible as a matter of fact. I have had a few issues since getting the phone and the only somewhat helpful solution was to send the phone back to them to be serviced, this would take nearly two weeks to get done. Without another phone to use I could not do this, as it is my only phone. I contacted Sprint (my carrier) and they did not have a loaner or rental phone to use in the interim. Since it is a minor issue with the phone I let it go.

I am having issues connecting my cell phone to my computer (I believe this is my system's fault) but the best answer they gave me was to download the drivers and just connect my phone. Thanks for the brilliant help.

I now have the Gear 360, thanks to the current promotion. So I downloaded the Action Director program to access and edit my camera and videos. Well this program needs an activation code, which did not come in the box with the camera. I called Samsung support the person gave me a code to try and when I put it in I got an error saying the code was used too many times. I was told my ticket would be put to the next level team. Which I just got an email response, this was just directing me to their Gear 360 page telling me to plug in my camera and I can just access the camera through Action Director. I now need to call them back and get more help.

I try to be civil in these kinds of situations, as I know it is not always the person you interact with that has the power or knowledge to help me out. But to send the ticket up the ladder and still get a useless answer is enough. Now it's time to talk to a supervisor, someone with power and knowledge and get this all sorted out.

If I cannot get at least one of my issues sorted out I am done with Samsung. No more tv's no more recommendations to friends and family. LG has some great deals and products I think I will go to them next.

 

[doggy2965]

Samsung has support? When did that start?

 

[cwbcpa]

I bought my S8+ during the Gear 360 promo. I went through the process of ordering one at the discounted price knowing it was backordered and would be a while. Two days after I ordered it, my order was cancelled for no reason. I contacted support, they apologized and said I would receive an email with a new code to use to buy at the discounted price. I was satisfied with that, but about a week later a new Gear 360 showed up at my door. No charge.

The only other experience I had with Samsung customer service was software related and they handled that quickly as well. So I guess I am two for two so far.

 

[eric002]

I honestly just find Samsung support hilarious they tell you to go to the Samsung Experience at Best Buy or in the city. I refuse to do either. I just called them up for the fingerprint gesture setting for the drop-down notifications Within nougat. But I'll just reset the settings within the phone I don't care that much.

 

[Qc_Anubis]

Got a free slimbox speaker from a promotion (canadian promotion i guess ?) email sent to me stated i'd get a shipping confirmation in 72 hours. Waited about 2 weeks with no news before contacting them,was told it was normal and i'd receive it soon. About 5 mins after got the email my order was being processed...... I just felt like i was forgot and had to tell them to even receive that speaker. Not really mad since it's free but it's a bad practice imho. Don't state a timing for shipping confirmation if you can't respect that time. Oddly enough i think i got the thing through premium shipping as it was shipped through a single weekend when it was advertised i'd get it in 3-6 weeks...... Confusing and frustrating thank god i had the ups number to check where it was.

 

[TFBisquit]

They are not good at all in my country. They talked around the bush concerning my red tint display. Kept me on hold until my returning period expired, then simply denied my screen is flawed.
Had it send in for repair and they actually did change some colours, but still a poor screen.
All in all I'm displeased with their customer support here. I expected more from a flagship model. Or perhaps they realize the problem but ignore it to avoid a mass exchange.
All in all they're not on the same page .

 

[deadbeatles]

Pretty sure the times I have called were answered by people in call center in some other country, most likely India. Every time they had trouble understanding the exact nature of my question (or pretended as much) and would answer some other question that I did not ask. And if they don't know an answer or if they think you won't like the answer, they beat around the bush so much that it literally makes you want to just hang up the phone. It's always a sales job too.

"Can I disable XYZ? It's giving me problems."

"You really should not disable XYZ, it has many valuable features."

"But if I wanted to, how would I do it?"

"Sir, XYZ is so great because of all these awesome reasons. You really want to use that valuable feature."

"Ok, but if I wanted to disable it, how would I go about doing that?"

"Without XYZ, you won't be able to do all these things, like stuff and such!"

"Ok, I don't want to do any of that. Please tell me how to disable it."

"I'm sorry, sir. It is impossible to disable XYZ. And here's why. It's a very valuable service......"



This was basically my experience the 2 times I called them about something. Mind you, this is also after being on hold for quite a while and being re-routed a few times.

 

[uncreativeartist]

Pretty sure the times I have called were answered by people in call center in some other country, most likely India. Every time they had trouble understanding the exact nature of my question (or pretended as much) and would answer some other question that I did not ask. And if they don't know an answer or if they think you won't like the answer, they beat around the bush so much that it literally makes you want to just hang up the phone. It's always a sales job too.

"Can I disable XYZ? It's giving me problems."

"You really should not disable XYZ, it has many valuable features."

"But if I wanted to, how would I do it?"

"Sir, XYZ is so great because of all these awesome reasons. You really want to use that valuable feature."

"Ok, but if I wanted to disable it, how would I go about doing that?"

"Without XYZ, you won't be able to do all these things, like stuff and such!"

"Ok, I don't want to do any of that. Please tell me how to disable it."

"I'm sorry, sir. It is impossible to disable XYZ. And here's why. It's a very valuable service......"



This was basically my experience the 2 times I called them about something. Mind you, this is also after being on hold for quite a while and being re-routed a few times.

They really try to get you to just give up and move on. I have been on the phone with support now for 30 minutes. Been transferred 5 times and this latest time the person on the other end is so low in volume even turning on the external speaker doesn't help. I have been given the same product key to activate the Gear 360 Action Director 4 times and they cannot understand that the product key has been used too many times and that I get an error stating I need too purchase a new product key.

I just asked very angrily again for a supervisor. If I get routed to different department again I am going to go to the closest Samsung office and throwing all my Samsung products at the highest ranking person in the company.

I finally got a person that can clearly speak english and speaks loud enough to hear. He is actually doing his due diligence to get me in contact with the right person in the right department. I feel I now may actually get this issue fixed. It has been nearly an hour now dealing with this. I am going to ask for something free, whether it's some swag, an S3 Frontier or they give me a free G8+ I AM GETTING SOMETHING FOR ALL THIS HASSLE!!!