Samsung Contact Options

Cmaz on 27/03/2022 - 15:58
Last edited 01/04/2022 - 14:48

Hi ozbargainers

Bit of a situation here, ordered the new s22 ultra for me and my wife. Got it way past release even when the order was made upon launch. Thought it was normal. Now, the real problem being order s8 ultra 27/02, Eta for shipment was 10/3.

Now I cannot contact their after sales number as it hangs up saying they are experiencing high number of calls, live chat disconnect once I get to position 1 and they have not replied to multiple emails about where the delivery is.

On the order page it is still showing preparing don't know whom to talk with. Can anyone point me in the right direction. This is getting really frustrating.

Thanks

Update: the rep contacted after posting in forum on 27th march saying it has been forwarded to relevant department on 29th march. Still no information. Is not expecting one too.

31/3-Status changed to preparing dispatch online. 

1/4- Dispatched

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Comments

  • cheapskatehaggler on 27/03/2022 - 17:07

    you need to say hi in the live chat to keep yourself connected

    • Cmaz on 27/03/2022 - 17:34

      Thx mate

  • 87percent on 27/03/2022 - 18:01

    Their service is shit house.

    • Cmaz on 27/03/2022 - 18:09

      Really can't believe we can t even get hold of it. I am not worried of the delay but at least I need to know what's going on

  • elusive on 27/03/2022 - 19:16

    Now I cannot contact their after sales number as it hangs up saying they are experiencing high number of calls

    I had some luck just trying at random times through the day, every half hour or so. Eventually got through. Pain in the arse though.

    Also, making a post on their forums should get a response, though that might take a day or two.

    If all else fails, down at the very bottom of the main Samsung website is a link for "Email CEO Office". I never did get a direct reply to that, and I'm still not sure if it was the phone call escalations that got my issue sorted (eventually).

    • Cmaz on 27/03/2022 - 19:29

      This seems a way to go.

      I will certainly try this.

      Thanks a lot

  • Axelstrife on 27/03/2022 - 23:08

    Live chat doesn't work no matter what and when calling them selecting the online order selection only results in them hanging up.

    Only way to get through is calling and selecting something other than online order option and they will then transfer you to the correct department without them automatically hanging up on you.

  • Cmaz on 28/03/2022 - 08:00

    Did try that too, however after transferring I had to wait extra 2 minutes and then it gave me the same message " all teams are busy call back later"

  • 87percent on 28/03/2022 - 09:45

    I too have been trying to contact them the last couple of days, i spoke to the chat (who are pretty much useless) and they advised "You will have to reach out to our Post Sales Team for the tracking number and tracking information. You can contact them at [email protected] or call 1300 362 603. They are open from Monday to Friday, 8am-8pm"… but if you call that number, when you get to the right area (menu option #4), it hangs up and says "please call again later"

  • techdave on 29/03/2022 - 09:12

    Same experience with Samsung online. Preordered the Freestyle projector 17/01, ETA to start shipping on the 10/2. Got an email early Feb that it may be delayed for a few weeks. No communication since..

    I've tried online chat (useless) that disconnects you before you could reach anyone, and once you reach them they just tell you to call. Tried to call, which just hangs up, too busy, try later. Email? heh, no reply whatsoever.

    I did get connected a couple of times, and have got a case number 3 weeks ago promising an update in 3-5 business days..and guess what?.. So further 4x escalations via phone calls, 'escalated' by the Samsung Official Facebook rep..and 'escalated' again by the SamsungAU Twitter rep. Still no response up until today. This is more than 70 days after full payment.

    This is ridiculous and apparently asking a refund would take 4 weeks at least if you look at the posts on FB/Twitter.

    Great products but I'd be avoiding any Samsung in the near future…yes, you could buy them at other stores, but if you have warranty issues later on…. good luck with that.

  • OneIdiot on 30/03/2022 - 08:43

    Same experience here. Email, chat or phone, firstly it's next to impossible to get hold of someone. Even if you do, they say that after sales support is busy so call/email them. Escalated to supervisor after 2 hours on chat , and he promised to look into my 4 orders , but after a week, no update and no cancellation.

    Annoyed, irritated and frustrated already

    • Cmaz on 30/03/2022 - 08:44

      Absolutely what a joke

  • johndoe89 on 30/03/2022 - 12:11

    Their Fb messenger.. will get back to you in a day
    that how i get connected to their..
    phone, email and live chat.. all joke..

  • qvinto on 30/03/2022 - 13:58

    Have tried this countless times over the last two weeks and every time they just disconnect me after a recorded message about how they are unable to take the call due to "higher than expected number of calls". This is on different days at different times of the day. If the number of calls is always higher than excepted maybe your expectations are stupid Samsung?

    Never had this experience with any other business let alone a large company. Baffled by how they just completely not give sh*t about having any working point of contact for online orders

    The online chat and other phone number just redirects you to the same useless phone number.

    Any tips on how one can cancel or return an order if Samsung is just flat out refusing to answer any calls? credit card charge back?

    Will be submitting an ACCC complaint but doubt that will accomplish anything

    • mett139 on 30/03/2022 - 14:46

      I have the exact same issue (and just posted about it with a chat transcript https://www.ozbargain.com.au/node/691661).

      Oh well, I will be actively warning against Samsung for a lifetime now so there's that at least. No way to get back the wasted hours trying to contact them. Absolutely useless.

      The loyalty team ([email protected]) are very responsive. I wonder if emailed they could forward to the relevant department at a faster speed?

    • Cmaz on 31/03/2022 - 03:16

      The company is just trying to fool the customers. The demand has not been so crazy that they are always busy and can't respond. Absolutely disgusted. Really regret buying the ultras.

  • ironworthy on 30/03/2022 - 15:14
    +1

    They are the worst customer service experience I’ve EVER encountered. Bar none. Shocking doesn’t even begin to describe it. This is one of the biggest companies in the world. It is the last time I will purchase Samsung

    • Cmaz on 31/03/2022 - 03:14

      Me too no more samsung.

  • BargainBenno on 30/03/2022 - 23:16

    Yes their post sales support is atrocious.

  • qvinto on 31/03/2022 - 08:17

    8:01am call on their 8am-8pm line. "We are unable to take your call". Absolute BS. I am calling my credit card company and asking that they cancel the transaction as this is borderline fraud

    • Cmaz on 31/03/2022 - 08:38

      On the bright side I am glad all my fellow ozbargainers are aware of this situation and unite to avoid samsung on future.

    • qvinto on 31/03/2022 - 09:03

      Filed a complaint to PayPal asking for a refund. Will also follow up with CC company. Suggest others do the same and demand a charge back on the order. Even if you receive it it will be impossible to return it as you have to call the same useless number

      Also spread the word about how Samsung treats their customers

  • qvntmflx on 31/03/2022 - 21:45

    Was going to order a new phone from them before I saw this, now not so much.

    • techdave on 01/04/2022 - 11:44

      Heh, I wouldn't…if you must have Samsung, buy somewhere else. Just be aware if you have any issues many months down the track and you may need to deal with them directly.

      I've come to a point where I'd be avoiding anything Samsung in the near future and hoping any Samsungs (washing machine, monitor) I have at my place don't have any issues.

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