Samsung Customer Service Is a Pain

Lpharto on 16/10/2023 - 15:49

This is just my personal experience with Samsung and may not reflect the general public experience.
I used to like Samsung product in general, but recently I had a very bad experience with Samsung customer service and it made me think that Samsung is probably only focus on phone and tv (maybe), and anything outside these 2 I would avoid going with Samsung.

I bought a washing machine with Samsung with model WD95T754DBT less than 2 years ago, which somehow (im not technie) broke and did not spin anymore. Contacted samsung about 3 months ago, and Samsung was willing to replace it as it is still under warranty. They used ANC courier to pick up the old one and gave the replacement. On the day, the courier asked me to help him with moving in and out the 2 machines saying because he was coming to my place with his wife and she is woman, so he expect me to help him. I was in the middle of the meeting and cause I don't want to drag this out, I helped him. He was so rough up to the point he drop the new machine on our driveway. Luckily I asked him to install, which he figured it doesn't work. He then claim it is a faulty machine (who knows). Anyway, and up till now I haven't got my new washing machine being delivered. I have wasted maybe $300 to $400 to go to laundromat, which Samsung does not willingly to accept my credit card proof to reimburse (it is my bad that I did not get invoice from beginning, I started to collect invoice recently in the hope at least the recent invoice can be reimbursed).

I'm so tired in contacting samsung, with each time given the same answer and that they can't escalate the problem properly. It was handled by this team and that team - and communications between their team is thru ticketing system. I started to lodge this in July, and until now I still dont have the replacement of my washing machine. I asked Samsung if we can get voucher instead, and happy to buy another samsung washing machine from the store (i thought this could be faster), but they said their team is unable to do that.

I thought to myself I would not go with Samsung anymore because of this.

If anyone else here has any idea how to solve this problem without spending more money, would be really appreciate it. Thank you in advance

Electrical & Electronics

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Comments

  • resubaehtgnolhcs on 16/10/2023 - 16:02
    +2

    The pains of Samsung customer service (or lack there of) is well documented in the forums ….

  • kyle on 16/10/2023 - 16:04

    Spend a tiny bit of money and lodge a small claim?

  • abs898 on 16/10/2023 - 16:14

    Where did you buy it from? Maybe they can help you? Usually authorised sellers are good that way, they can help you escalate.

    If you can't find the invoice, various retailers have a process to track down the receipt of you give them enough info along with card number and date

  • mbck on 16/10/2023 - 16:16

    Sounds like an anc problem

  • burningrage on 16/10/2023 - 18:09

    Supposedly Samsung is very popular for their air purifier too. Most if not all councils/govt departments/schools use them

  • Jameslane on 16/10/2023 - 19:24

    Had a similar thing a few months. Bought through samsung (via corporate partner link). Washing machine arrived but was clear the box had been dropped on its corner. As ANC started unboxing, it showed a corner of machine was cracked. They took it back and i started following up Samsung weekly from there.

    Eventually i came to the conclusion that the broken machine needed to be returned to Samsung warehouse before they would issue the replacement. 2 months of following up, i randomly received a refund email from Samsung. When i enquired why a refund and not a replacement, they apologised and offered a 15% discount which still would have cost more than the corporate diacount price i had. They refused to budge on that and i had to accept the refund.

    Rebought through Samsung via corporate partner and new delivery was fine.

    I certainly feel your pain with the unhelpful samsung chats. That and receiving countless emails say "your goods are on the way" which was false everytime.

  • ihfree on 18/10/2023 - 14:02

    https://www.nsw.gov.au/departments-and-agencies/department-o…

    Samsung Electronics has been ranked the number one most complained about business in the State so far in 2023, according to NSW Fair Trading’s complaints register.

    Also, just been looking on the Samsung Members site and there are some interesting stories which have not been handled well by Samsung. The online store, assuming you used them is one to avoid.

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