Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

Rant

Order Phone, not going thru and horrible support

Aug 10, 2018 3:02PM PDT

While Samsung has great mobile products, they have horrible customer support and completely adamant about referring to internal polices for lack of support.

1. It was unbelievable for support supervisor to tell me they have no mgr they report to kind of telling me they are the last on the chain but still not assist with an order issue opened almost 2 weeks ago.

2. Each time called, support provided contradictory information from what was said before, not well documented in the system and not taking responsibility of providing incorrect details to customer

3. Order was placed using Samsung Finance for which Samsung ran into a glitch (I bet not the 1st time) but every time customer service asked us to talk to TD bank. They even do not understand use of Samsung Finance and kept telling us to talk to TD Bank

4. 1 customer service rep tells us to submit new order, other rep asked us to cancel 1st order and place new order, resulted into same issue. When called again, 3rd rep tells us not to submit new order even using different credit card but days go by and heard nothing. called again, same person answered who claimed she was a mgr earlier in the week. My 1st reaction, loud and clear right on the call, do I really have to talk to you again. She assured me she will help (which she didn't previously) so I insisted on talking to her mgr. Well, no difference when talked to next mgr. He kept asking how he can help but denied getting higher up or another mgr stating they don't have anyone that can do anything. Reason for today's call was to check the status on issue as Aug 3rd we were informed to wait for 5 business day (today was 7th business day and no status). This mgr said it is anywhere from 7 to 14 business days.

Due to lack of support, getting different answers, sent an email to executive team, twice, no response and I don't have high expectations. No wonder why customer service is so horrible

Lastly, while Samsung has great mobile devices, don't they have very notorious support staff, don't even know Support 101 and last but not least, sounded like customer issue tracking system is ages old.

Discussion is locked

- Collapse -
True. You get to deal with TD Bank.
Aug 10, 2018 3:12PM PDT
- Collapse -
That is not what Samsung said on how to resolve it
Aug 13, 2018 4:04PM PDT

We were told while Samsung has out sourced financing to TD, it's Samsung's System that is flagging our address as a possible culprit and they have this glitch in the system that they need to resolve.

- Collapse -
Issue still not completely resolved
Aug 19, 2018 6:26AM PDT

As per Samsung's email, Samsung had to white list our account/shipping address prior to placing new order. Thinking it had to do with Samsung Financing i.e. TD Bank, we also offered up using another CC for payment and we were told it will still not go thru as they have to whitelist our shipping address. Also after 22 days, issue still not completely resolved as emails/communication is going unanswered by Tim Baxter's office.

- Collapse -
Let me share an issue that caused troubles for me.
Aug 19, 2018 7:32AM PDT

I had just moved and my billing address on the CC did not match the shipping address. A few companies refused to complete the order. Now there are folk that would think this unacceptable but these rules are in place for safety for me and others. I understand this and just had to wait till I was in our new home and sort it out.

- Collapse -
Shocked
Aug 11, 2018 2:31PM PDT

Oh my what a horrible experience. Shocked

- Collapse -
Canned Reply from Samsung's Office of the President
Aug 13, 2018 4:06PM PDT

Ridiculous response

Canned email from Samsung, twice so far in 2 weeks. Really it takes 2 weeks and counting in this technology (of course Samsung is a technology firm as well) and no resolution.

Email, twice from so called office of the President:

I have received your escalation regarding your order that has failed to go through on our website. I’d like to first extend my apologies for this delay and the length in time it has taken to resolve, do know that you have reached the highest level of support and we will ensure your issues are addressed in a timely manner. I have since then reached out to our internal team to have your information cleared to re-order so that you will be able to place a successful order on Samsung.com, Once I have confirmation from our team that you will be able to place an order successfully I will reach back out right away and provide you next steps to place an order. If there is a price change since your initial attempt to place an order, I will make sure the price is matched and you are refunded the difference after the order is successfully placed. Please let me know if you have any other order related issues that I can assist you with at this time. Thank you for your continued patience and cooperation. I hope you have a great day. Best Regards.

- Collapse -
Samsung's terrible support from all the levels
Aug 19, 2018 6:21AM PDT

Once again, emails/communications are going unanswered from Tim Baxter's office. One after another saga continues...