SO ANGRY...Samsung Customer Service FAIL!!

[nizmoz]

Go ahead and see what happens if you don't. Right there is says it. Doesn't matter what the problem is.

 

[dlgus]

If you read you would know why. She can't use the phone she received since it was for the wrong provider that Samsung sent. She had no choice but to send it back.

Actually, I think the question was more about why the OP sent back the free things, which are usable no matter who the carrier is. I confess, I had the same thought.

 

[dlgus]

Wow, sorry your dealing with with all this. I've been hearing bad customer service stories about Samsung lately, it's disheartening. That's why I always go through my carrier for phones and my appliances are covered under our home warranty. Nevertheless, Samsung needs to get it together, they make awesome products, they should match that with awesome customer service. That's how you retain repeat customers for life.

And the flip side is that I just had a wonderful customer service experience with Sammy. It doesn't negate thr OP's bad one, just shows it's a cr@p shoot.

 

[dlgus]

Hi laurmyer,

Quick heads up, don't waste your time. Samsung US customer service and the experience is horrendous. I was going to have our attorney get involved but after researching all the pending suits currently filed I'm not wasting my time or money.

https://forums.androidcentral.com/s...-regarding-dust-under-screen.html#post6003696

just blast them on social media...

Actually, not a bad idea. Verizon wanted nothing to do with helping me stay with them, but when I responded to a FB post about why I switched carriers, they were all over me.

 

[nizmoz]

Read the POLICY. If it's a return OR Exchange, you must RETURN the gifts.

Frequently Asked Questions | Samsung.com

Samsung Direct will accept, for return or exchange, defective or unopened merchandise purchased at Samsung.com/US, subject to the exceptions and timeframe for returns listed below: All merchandise returned to Samsung Direct must be in the original packaging with all original items (such as manuals, remotes, cables, etc.) accompanying the merchandise and a copy of the invoice/packing slip included to be eligible for return or exchange. Shipping and handling fees from your original order will not be refunded, unless the merchandise is determined by Samsung Direct, in its sole discretion, to be defective.

Exceptions to Return Policy

• If you wish to return a product that came with a free promotional item, such as a free memory card with a phone, all items must be returned together.
• Shipping and handling fees from your original order will not be refunded, unless the merchandise is determined by Samsung, in its sole discretion, to be defective.

 

[jay887]

Read the POLICY. If it's a return OR Exchange, you must RETURN the gifts.

Frequently Asked Questions | Samsung.com

Samsung Direct will accept, for return or exchange, defective or unopened merchandise purchased at Samsung.com/US, subject to the exceptions and timeframe for returns listed below: All merchandise returned to Samsung Direct must be in the original packaging with all original items (such as manuals, remotes, cables, etc.) accompanying the merchandise and a copy of the invoice/packing slip included to be eligible for return or exchange. Shipping and handling fees from your original order will not be refunded, unless the merchandise is determined by Samsung Direct, in its sole discretion, to be defective.

Exceptions to Return Policy

• If you wish to return a product that came with a free promotional item, such as a free memory card with a phone, all items must be returned together.
• Shipping and handling fees from your original order will not be refunded, unless the merchandise is determined by Samsung, in its sole discretion, to be defective.

That says if you're returning it does not say exchanging .....there is a difference between returning and exchanging.....notice it says exception to "Return policy" not exception to "Return/exchange policy"

 

[sydneycooper1979]

Ok. This thread needs a time out. Please remember to keep discussions civil in the forums. Thank you

 

[Almeuit]

Re-opened thread. Let's keep it civil .

 

[jbjtkbw007]

Can I share a good Samsung Customer Care story?

Last year, I had a problem with my S7Edge. I called. They directed me to the Best Buy in town that was an authorized Samsung service center for the warranty repair. Went in and the first thing they did was say they couldn't help me because of water corrosion in the charging port. I made the argument that the phone is IP68 rated and that they advertise the phone as being submerge-able, but they argued that their contract with Samsung specifically stated that they couldn't work on a phone that had water corrosion in the charging port. I gave the actual Samsung rep that was onsite a good schooling for about an hour.

Anyways, that ordeal took me like 3-4 days as I had to return to talk to a manager and the SAmsung rep. During this time, my phone had actually gone over the year warranty. I called, and they said to send it in, but I didn't have another phone. I went and picked up an S8 so that I could send it back. Let me tell you that not only did they send the phone back within 3-5 days of receiving it, they replaced the battery, and repaired some cosmetic damage, both of which I did not request. My resale value on the phone went up and I was able to sell that bad boy and recoup some of my cost on my S8.

I feel bad for the OP and her sich, but my experience was totally different and handled very well. I have no complaints.

 

[pkcable]

Wishes the OP well in her attempt to get this resolved. I really liked the earlier suggestion to go up the chain, that is call corporate numbers. Ask for Customer Affairs, OR the president's office.

 

[Brew Swayne]

The social media blast is probably the most effective method these days. It's highly unlikely a customer would actually come in contact with a high ranking company officer, but rather a bunch of minimum wage earning monkeys in some dank call center in the middle of a corn field. And the only people who know about the phone calls and what is said is the caller and the call-ee.

Social media makes the complaint and response visible to anyone and everyone. You'll likely get some sort of bot response to begin with, but the more you blast them, the more that other people will eventually chime in on your behalf and someone in the company will eventually respond.

 

[illdini]

This thread, and others like it, show why people are loyal to Apple.

Even if iPhones and other apple products are inferior (which can be debated - I say they have their pros & cons, same as with any other manufacturer), the customer service is light-years ahead of Samsung. There is a big psychological advantage to walking into an Apple Store and having a live person address your problem compared to sending your phone to Samsung & hoping for the best (or trying to get to a carrier's authorized repair center in an inconvenient location and/or keeps banker's hours). If Samsung could get their customer service consistently decent, they could potentially blow Apple out of the water.

 

[Brew Swayne]

This thread, and others like it, show why people are loyal to Apple.

Even if iPhones and other apple products are inferior (which can be debated - I say they have their pros & cons, same as with any other manufacturer), the customer service is light-years ahead of Samsung. There is a big psychological advantage to walking into an Apple Store and having a live person address your problem compared to sending your phone to Samsung & hoping for the best (or trying to get to a carrier's authorized repair center in an inconvenient location and/or keeps banker's hours). If Samsung could get their customer service consistently decent, they could potentially blow Apple out of the water.

They tried by setting up the Samsung kiosks in Best Buy but all the ones in my area are gone now, so I assume the same holds true elsewhere. And I can see why since the reps at the couple of BB local to me generally knew less about my phone than I did.

That's really the next step for them though...perhaps starting up physical Samsung Store. They've got a much larger/broader product line than Apple, so I don't really see why it wouldn't work.

 

[pkcable]

They tried by setting up the Samsung kiosks in Best Buy but all the ones in my area are gone now, so I assume the same holds true elsewhere. And I can see why since the reps at the couple of BB local to me generally knew less about my phone than I did.

That's really the next step for them though...perhaps starting up physical Samsung Store. They've got a much larger/broader product line than Apple, so I don't really see why it wouldn't work.

Worldwide they DO have a couple stores, BUT it's no where near what Apple has! There's a Samsung store in NYC for example, and one in Barcelona.

 

[ultravisitor]

They tried by setting up the Samsung kiosks in Best Buy but all the ones in my area are gone now, so I assume the same holds true elsewhere.

Uh, no. All the Best Buys I've been to recently still have Samsung kiosks.

 

[trucksmoveamerica#AC]

Uh, no. All the Best Buys I've been to recently still have Samsung kiosks.

Best buy I go to, the Samsung stuff is gone now also.

 

[anon(27512)]

Samsung CS has always sucked. They don't care. When my Note 5 power button sank in and I called and asked for a list of Samsung repair shops or what I had to do next, dude got super snarky and insinuated it was my fault.

I told him I don't care who's fault it is, it could be mine, regardless I want it fixed because it was unresponsive. Told him I was willing to pay. He got all crabby (more than before) and said that because their isn't a repair center near me, I had to send the phone all the way to Korea. He said at the soonest i'd have it back is 3 weeks. I was like wow okay bye and I hung up.

Never plan to call them again for anything. Unbelievably rude and snarky every time I call. Say what you will about Apple, but I was never treated like that by them.

 

[Blues Fan]

Worldwide they DO have a couple stores, BUT it's no where near what Apple has! There's a Samsung store in NYC for example, and one in Barcelona.

LA, Atlanta, Dallas also have Samsung stores I believe that will fix your phone and can buy Samsung stuff there too.

 

[D13H4RD2L1V3]

I always seem to get good CS experiences from even companies known to have bad CS.

I keep wondering why

 

[Tim1954]

Sick'em you mods! Take no prisoners! ;-)