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Samsung - appalling customer service do not purchase

Jan 28, 2020 6:40PM PST

After 10 weeks of failed customer service from Samsung my only recourse is to go public on as many sites as possible to discourage anyone buying Samsung products. To be balanced the fridge and my phone have been faultless. The dishwasher has been a total disaster.

Purchased from Best Buy in NS it ran perfectly for just under a year before it leaked. Limited warranty so they sent out a third party technician who replaced the door seal - still leaked. So after 6 weeks of back and forth I used cell phone to,film under the machine and the persistent leak coming from the inside somewhere centrally. So asked them to replace the machine -they refused. I asked them to send the engineer back - requests ignored. I went online and tried their chat line, and with the help,of the assistant filled out another work order and four days later again no reply or contact.

So approx for 12 weeks my very expensive top of the line dishwasher has sat idle.
Clearly a manufacturing fault as it leaks all over the electrics onto my cabinets and floor. We have isolated everything and one step from throwing it in the garbage.

It comes as no surprise that while manufacturers try to get the consumer to have brand loyalty in truth it’s all one way. No the minute you try to hold them accountable they sulk and ignore you and in my case probably shred the complaints.

It’s got to the point that I would rather go without that smartphone I was going to replace, the bigger TV or the new fridge - rather than buy any Samsung product.
Customer service is zero - save your money and avoid them it’s really not worth the stress.

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Comments
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Dishwasher
Jan 29, 2020 9:36AM PST

I'm so sorry to hear about this experience! Can you please send us an email at qasupport@sea.samsung.com with any ticket numbers you may have to look into this further?

Kind Regards,
HD Tech

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'Sorry doesnt work anymore"
Feb 27, 2020 6:46PM PST

No, not ' reaching out" anymore. Not taking hours on hold, or passed around to other departments. Not listening to excuses or having another " engineer" coming to the home to fault find and then leave us again. The machine went to the recycle depot - as I do not want my home to flood or to have a fire. There is zero you can say do or offer which will repair the damage and frustration - NEVER BUY SAMSUNG KITCHEN PRODUCTS.

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Here is my experience
Feb 3, 2020 1:31PM PST

I wanted to share my recent experience with Samsung customer service. I purchased a Samsung S10 plus in September, approximately. I immediately noticed an issue with the phone ghost touching and turning volume down as well as screen brightness. I contacted Samsung and a repair ticket was generated for me to take it to a repair shop locally to have the issue addressed. I took time out of my Saturday and took it in understanding that these things happen. I was without my phone for several hours while the repair was being completed. After receiving the phone back I noticed that the problem still existed. It took me a little to find time on another Saturday to call Samsung again and have another work ticket generated. I once again took it to the same repair shop and gave them the phone. They expressed there was nothing they could do but replace the same components as last time and it would not likely solve the problem. I asked them at what point is it warranted that my phone be replaced. They told me that Samsung will only consider replacing a phone if the same issue is reported three times. With no other option I once again lost the time on my Saturday and the hours without my phone. Once again I noticed that the problem still existed. I contacted Samsung again reporting the issue and asking what my options where for replacing the faulty product. I was told that my only option was to send my phone in and they would look at it and either repair it or replace it. While I understand that this is a track toward a solution the fact is that my phone is a work phone and I almost exclusively run my work operations from my phone in the field and am rarely in my office. I expressed that this track was not feasible due to the above fact. They said they could expedite it to 5 to 7 days. While a appreciate the offer to expedite the process this really does not solve the issue. I asked to speak to a manager and got the same response from the manager, it was actually a supervisor as a manager was not available. I asked whom I could speak to next and I was told that I would receive a call back from an account manager, may have that title wrong. Today I received a call from that manager and was once again told that I would have to mail my phone it and there where no other options. I plead that this was not a feasible option as I can be disconnected from my customers and contractors for that long. I asked to be sent a phone so I could transfer my data and send the original back after. I was told this was not an option and that was Samsung's policy. I asked to speak to that persons manager.  I was told upper management decided that there where no options to send me a phone as I requested. I asked to speak to someone from upper management and was told I could not speak to them. I was then dismissed off the phone as they said Samsung has given me an option to get the phone repaired and they would do no more.
To be clear, I am a Director at a zoo where I have several projects going on involving animal habitats, animal welfare, and utilities to animal care areas. I am not saying I cant be without a phone because I need to interface with social media, I'm saying it because if my projects go without management or problems occur and I can be reach animal welfare is involved. I am a Director of Facilities and Construction with an animal background. I worked in animal care for 15 years and care deeply about the animals at my facility. The inflexibility and disregard of the customer service team is truly disappointing. I hope this message finds someone's eyes with whom grasps the complexity of this problem. 
Thank you,

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