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General discussion

A company is only as good as their customer service...

Feb 8, 2009 3:14PM PST

I love Samsung products.

After many years and many thousands of dollars, I finally had a defective Samsung product.

I was shocked by how poor the customer service is. Its not even worth the story... I'll be paying for the repair myself.

Their BBB rating is a solid "F"... and I'll add to that with my report. This is why the details of my experience are not necessary - all businesses have isolated problems, but in Samsung's case, they have turned poor customer service into an artform.

If one needs to further proof of how little Samsung cares about the customer, go to their website and download their code of conduct:
http://www.samsung.com/us/aboutsamsung/corporateprofile/download/sec_global_codeofconduct.pdf

They give nothing but a token mention to customer satisfaction - a sentence or two out of 19 pages.

Bottom line is that they have lost this customer, and the hundreds I will influence.

Discussion is locked

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that sucks
Feb 9, 2009 12:01AM PST

It is hit and miss I guess because my personal experience was good. I had a cracked bezel, they came and replaced it without issue and now the TV is all good.

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In customer service, the exceptions are the rule...
Feb 9, 2009 6:11AM PST

A company does not provide great customer service by satisfying a simple majority of their customers, or even a super majority, or even 80%... good customer service has to strive for perfection.

Here is a commong anecdote:
http://www.focusedmarketing.info/customers/why-do-customers-leave.html

Samsung has clearly abdicated on customer satisfaction... they have been rewarded with strong corporate success despite doing as little as necessary. Their BBB rating and code of conduct makes this clear.

I am happy they satisfied your issue, you are one of the lucky ones. It seems their policy may be related to cost or difficulty because my problem was more severe, and they provided sufficient roadblocks to resolution such that I am just taking care of it myself.

Samsung, here is a hint, you can't trouble shoot a LCD over the phone when it doesn't even power on. But I'm sure Samsung knows this... the agent I was speaking with certainly didn't care and executed his script to perfection.