My Samsung Support Experience

[Cole Slaw]

Your experience was a breeze by comparison to many, so honestly I wouldnt have had any complaints if I had your experience.


If you really want to comnpare.

My S6 Edge last year began turnning itself off, force restarting or locking up and getting insansely hot and require a hard reset to turn off. Once turned off, it sometimes wouldnt turn back on again.

I contacted Samsung, they arranged a repair. 2 days later a courier shows up to collect, a week later after being in their authrosied service centre it is returned ... With a note saying no issue could be found.

I turned on the device, and within 5 minutes the phone was force restarting and going into bootloops.

I contacted Samsung again who appologised, and said they would arrange collection again.

5 days later and 4 calls later the courier finaly arrives to collect the device.

Another week later the device is returned with a new 'ribbon' installed to fix the issue. Within less than an hour of being on, the device was doing exactly the same thing. Exasperation began setting in.

Another call to Samsung, put on hold...... 40 minutes later, another apology. At this point I had documented the issue, made videos of the issue and what it was doing and the customer service rep told me that I would have to send to to the same repair centre, to include the video on USB stick and they would make a note. I asked for a replacement device. They said it was policy 'not' to offer replacements.


3 days later, courier collected. 2 days later the phone is returned 'sans' USB memory stick with a note that a new motherboard had been installed. Optimistically I turned on the device. Less than three hours later after charging the device repeated behaviour. Nothing had been fixed.

At this point I rang customer services and insited I get a replacement and was put on hold.

They then came back and told me NO. I could not get a replacement as it was not policy and it would have to be returned to the repair centre.

Nearly 4 weeks of ongoing repairs, frustration, phone calls and no working phone.

At this point I went onto Samsung Ireland's facebook page and posted ALL the documented evidence (repair notes saying device was perfect and passed testing) and videos of it crapping out. Within an hour of posting it I get a facebook messenger asking for my telephone number.


Samsung rang me and appologised, and said they would elevate this themselves (a seperate department) and that they would sort out a replacement phone for me, on one caveat ..... That they deleted the post on FB ....... Essentially the only way I got a working phone was through shaming and embarrasment.

No body should have to go through hell like that for a repair.

Samsung have a LONG way to go here anyway to reach any 'standard' of customer service. In fariness to the last guy who did help me, he was very understanding, but I was offered no compensation for my time wasted and frustration endured during the repair process, or missing USB sandisk flashdrive.

If i wasn't such a gadget horder, it would undoubtably have put me off buying any Samsung phones again. I still dread the though process of anything going wrong with them in the future though.

Wow, that's pretty bad, MRU.
Imagine how awful that kind of experience would have been for a "normal" smartphone owner who only have, say, that Samsung (I'm guessing you have like 3-5 phones available at any one time).
I've never owned a Samsung before, though I was close on the Note 7 before that battery issue blew up. I think I'll stay away for now. Not so much over the battery problem (which I suppose could happen to any company), but because of bad customer service experiences I have read about like yours, and iffy updates on an expensive smartphone after even a year.

 

[MRU]

Wow, that's pretty bad, MRU.
Imagine how awful that kind of experience would have been for a "normal" smartphone owner who only have, say, that Samsung (I'm guessing you have like 3-5 phones available at any one time).
I've never owned a Samsung before, though I was close on the Note 7 before that battery issue blew up. I think I'll stay away for now. Not so much over the battery problem (which I suppose could happen to any company), but because of bad customer service experiences I have read about like yours, and iffy updates on an expensive smartphone after even a year.

Yeah it was bad and as you say I did at least have other phones on hand so at least I wasn't stuck that way, but by golly it was an exasperating frustrating experience that I hope to never have to repeat.

 

[Tuci]

Any company can have good or bad stories. Apple refused my warranty exchange, saying my phone had water damage, but had never been in any water as I'm very careful with my phones. A call to corporate, then a manager subsequently looking in my phone and saying there was no water damage. Not too much later Apple got sued and lost for turning away customers due to false water damage. Doesn't mean I wouldn't buy Apple again, but they are not 100% infallible.

Op, next time try the carrier, you will probably have better luck.

But it's a different story. That was faulty water damage sensors. It's not like they can read your mind and check if you aren't lying.

 

[44267547]

I just missed a call from Samsung. They left a voicemail stating that I still need to pay for the repair or they will ship back the phone as is. Lol I'm done with this company. Live chat is down and I'm not waiting 20 minutes on hold to talk to someone about this again. I sent an email and I'll see where this goes from here.

If your done with Samsung, where do you go from here? iPhone or another device? What's your preference. Tell Samsung to shove it. And that's not to say I don't like their Phones.

 

[Channan]

If your done with Samsung, where do you go from here? iPhone or another device? What's your preference. Tell Samsung to shove it. And that's not to say I don't like their Phones.

I always liked Nexus devices, and since they've been supporting all four major US carriers lately, I'll probably just stick with that or the Pixel or whatever Google is going to start calling them.

I had high hopes for the Moto X, but not anymore.

 

[44267547]

I always liked Nexus devices, and since they've been supporting all four major US carriers lately, I'll probably just stick with that or the Pixel or whatever Google is going to start calling them.

I had high hopes for the Moto X, but not anymore.

Why not the Moto X? Just curious.

 

[Channan]

Why not the Moto X? Just curious.

Well I have the Moto X Pure Edition from last year, and I really like it apart from the battery life, but there's a complete lack of software updates. It's still on 6.0, so it doesn't even have the new emoji from 6.0.1. There have only been I believe two security patches all year, which are supposed to be monthly.

Not only that, but I'm not even sure there will be a new Moto X with the Moto Z, which I highly dislike.

 

[bufffilm]

If you read just the intro and conclusion but skip the entire body, you're never going to understand any story.

FOUR TIMES over more than half an hour they told me they were NOT going to fix my phone for free after originally telling me they would. Had I not been so persistent, I would have been charged $70 for them to fix their poor quality product. If you honestly think that was good customer service, I hope you're not in that industry.

I think you were lucky that they decided no-charge for this.

Most every repair story from Samsung I've read ends differently (than this).

Edit: just read your update a few posts down. Typical Samsung.

 

[Oohara]

I just missed a call from Samsung. They left a voicemail stating that I still need to pay for the repair or they will ship back the phone as is. Lol I'm done with this company. Live chat is down and I'm not waiting 20 minutes on hold to talk to someone about this again. I sent an email and I'll see where this goes from here.

That's pathetic. Refusing to do the repair for free is one thing but first saying they will and then taking it back is just plain insulting, I'd be furious too.

And what a crap issue to squabble about from their side... Guy buys a phone for 800 bucks and they can't even treat you to a new $2 home button. I don't care whether from their side it could be that you caused the damage... It's such a small and cheap to fix issue that unless you'd already sent in the phone asking for free repair earlier, they should just fix it no questions asked, and with a smile and have a nice day too - if nothing else than to promote their brand in a more effective way than any ad will ever do.

Stories like this are really off-putting. I love many Samsung devices but this side of the coin always makes the investment feel just a touch risky. So far with Apple I too have had a good experience, they replaced my MBP charger no questions asked when it blew a fuse, and they gave me a refurb 4S for €100 when I'd dunked mine in tea on the day of purchase (yes I'm an idiot) which they really didn't have to do.

 

[slopokdave]

I just missed a call from Samsung. They left a voicemail stating that I still need to pay for the repair or they will ship back the phone as is. Lol I'm done with this company. Live chat is down and I'm not waiting 20 minutes on hold to talk to someone about this again. I sent an email and I'll see where this goes from here.

I find this hard to believe.

Also, you yourself said you kept picking at it. You caused the damage. Pull up your big girl panties and pay the fee.

 

[C DM]

I find this hard to believe.

Also, you yourself said you kept picking at it. You caused the damage. Pull up your big girl panties and pay the fee.

It seems like the issue in all of that isn't with that.

 

[Channan]

I find this hard to believe.

Also, you yourself said you kept picking at it. You caused the damage. Pull up your big girl panties and pay the fee.

Nowhere did I say I kept picking at it. I did, however, say the paint was already coming off before I ever messed with it. I thought something was stuck in the crack above the button so I tried to get it out, and more paint peeled off at which point I stopped "picking" at it.

I know reading comprehension can be difficult at such a young age when childish insults like "pull up your big girl panties" seem hilarious, but don't worry, you'll get better at it with time, and hopefully more mature too.

 

[maxsix]

There are only 2 companies at the moment that even come close to my expectations. Apple and Amazon.

I have tens of thousands of dollars invested in Apple computers, iPhones, iPads and related gear. A multi platform enthusiast I have similar investments in the Android and Windows environments. Supplying smartphones and other things for the family has brought me in contact with the various support departments on more than one occasion.

My best support experiences have all been quite similar, it's just a matter of approaching the support agents with courtesy and respect.

My favorite companies for great customer service are Google, Amazon, Samsung and Apple.

 

[akash.nu]

I have tens of thousands of dollars invested in Apple computers, iPhones, iPads and related gear. A multi platform enthusiast I have similar investments in the Android and Windows environments. Supplying smartphones and other things for the family has brought me in contact with the various support departments on more than one occasion.

My best support experiences have all been quite similar, it's just a matter of approaching the support agents with courtesy and respect.

My favorite companies for great customer service are Google, Amazon, Samsung and Apple.

I'm on multiple platforms as well and have been for years due to my work and personal situation, but I can't agree with you on putting all of them at the same level. Google don't come close to Apple and Amazon, forget about Samsung.

I've never heard a single good thing about Samsung customer service.

 

[maxsix]

I'm on multiple platforms as well and have been for years due to my work and personal situation, but I can't agree with you on putting all of them at the same level. Google don't come close to Apple and Amazon, forget about Samsung.

I've never heard a single good thing about Samsung customer service.

I don't advocate for any company. However I do speak up about my experiences.

While Apple used to be the best, their success has allowed them to slack off in recent times. Still quite good, there's inconsistency that didn't exist in the past.

Google has become just stellar. Phone and online support have become terrific. Nexus ordering, tech support and customer service are amazing. It's part of the reason I've promoted my Nexus 6P to my primary smartphone. Oh sure my iPhone 6S Plus is nice, but for my use my wonderful Nexus 6P is ideal.

Samsung is another company that's improved customer service significantly. Having owned every Galaxy S series since day one, they've done a great job. The Note series has always been my favorite in Samsung's lineup. My Note 7 is the finest by far.

Yet here in forums negative bashing is very popular indeed, so loads of haters will enjoy complaining about any company other than Apple.

 

[C DM]

Yet here in forums negative bashing is very popular indeed, so loads of haters will enjoy complaining about any company other than Apple.

And even more so when it comes to Apple.

 

[rockitdog]

I'm dealing with Samsung's support right now, has not been a good experience. They have my S7 Edge and I'm waiting to get it back only to try to get them to start with them on my Note 7 that I did not buy (purchased from Swappa). Apple will also be superior in their customer support due to their brick and mortar stores.

 

[Channan]

Yet here in forums negative bashing is very popular indeed, so loads of haters will enjoy complaining about any company other than Apple.

I hope this isn't directed at me. I've had nothing but positive things to say about my Galaxy S7 Edge previously. You can take a look at my past comments to verify that if you'd like.

BTW. I own a small business. I get calls every day from people wanting me to fix a part I installed. 9 out of 10 times its operator error. I always am on the defensive until I see the problem for myself, just like Samsung was in this case.

I understand a huge issue for these companies is people causing their own problems and demanding the manufacturer fix it. This is not the case in my situation. Of course, it's not like I would admit otherwise, but I take very good care of my phones. I won't even set my phone on a hard, flat surface. When I set my phone down on a table, I have to put a napkin or something soft under it first. I don't let other people hold my phone because I'm afraid they'll drop it. I don't mess around with my valuables.

 

[woodynorman]

N

I hope this isn't directed at me. I've had nothing but positive things to say about my Galaxy S7 Edge previously. You can take a look at my past comments to verify that if you'd like.


I understand a huge issue for these companies is people causing their own problems and demanding the manufacturer fix it. This is not the case in my situation. Of course, it's not like I would admit otherwise, but I take very good care of my phones. I won't even set my phone on a hard, flat surface. When I set my phone down on a table, I have to put a napkin or something soft under it first. I don't let other people hold my phone because I'm afraid they'll drop it. I don't mess around with my valuables.

Understood.

I just had a customer call me upset that his new remote control for his pool equipment (I repair swimming pool equipment at high end homes in Scottsdale) was showing service. He was pissed because it is "broken" and he can't use his pool/spa. He wanted me to come there on a Sunday and fix it. Well the remote wasn't broken. One of his kids was messing around outside and put the main panel in Service Mode, disabling the remote.

 

[Channan]

Just got off the phone with them for (hopefully) the final time. I was on the phone for 15 minutes when the rep asked me to hold while she transfers me. I waited on hold for about three or four minutes and the call just disconnected, so I called back. The person I spoke to asked for the ticket number. When I gave it to him, he told me that ticket number was cancelled so they would have to create a new one. I said I was just on the phone with someone about that ticket and asked when it was canceled. He told me seven minutes ago. Unbelievable.

At this point I started recording the phone call. The person I spoke to eventually transferred me over to someone else who helped me. He said he was going to contact a technician to find out why my phone was changed from a free to paid repair. He came back several minutes later and said he couldn't get in touch with anyone, but the report says they're charging because of physical damage to the phone.

"But since a representative documented here that a supervisor of Samsung will process free of charge repair, I'll go ahead and process free of charge repair for this."

I got that **** recorded. So all along there was documentation stating a supervisor approved a free of charge repair but they were STILL trying to charge me for the repair.

Here's a link to that part of the recording if anyone wants to hear: http://vocaroo.com/i/s0rvDsAKblht

 

[BlueGoldAce]

It is all dependent on the person who helps you. I am not saying which company is better, but I will give my experience between the two.

I had a few iPhone problems over the years, walked into the Apple store, and Apple fixed it without question. Then I had a serious iPad Air 2 issue that made the device almost usable. The homebutton would work half the time, and the screen would randomly flicker rapidly. There was no water damage of tripping of the LDI, and there was a single scratch on the device to indicate misuse (I to try take really good care of my stuff). I was able to reproduce the problems, but the Apple store wouldn't replace the device. They stated it wasn't frequent enough "to matter". I went in a few separate times, with no luck. I eventually had to call Apple, aruge, and eventually got the device replaced.

I have never had an issue like that with a Samsung phone, but I did buy a brand refrigerator from them in March. Unfortunately, the ice maker doesn't work very well (I'll never understand why it is so hard for a company to put a decent ice maker in an expense frig, and this is industry wide). They said they would have a repair guy come and fix it, free of charge. They called two days later, said there wasn't a repair guy certified in the area.

I got the unit on sale for ~$1600, but normally its closer to $1950. They offered to buy-back the fridge. When I told them that it would actually cost me more to purchase the frig again, they refunded me the $1600. This voids future warranty claims, but they did not require to cut the power cord, and allowed me to keep the frig; which functions perfectly outside the ice maker. So I essentially got an expensive appliance free, and all it will cost me is about $150 to get seperate ice maker for under the cabinet.

I was pretty happy with that level of customer service. So like anything, everyone's experience is unique. If you want really, really bad customer service, trying calling STEAM when you have a problem with your account. Your more likely to get a friendly Russian hacker to help you than STEAM.

 

[MRU]

It is all dependent on the person who helps you. I am not saying which company is better, but I will give my experience between the two.

I had a few iPhone problems over the years, walked into the Apple store, and Apple fixed it without question. Then I had a serious iPad Air 2 issue that made the device almost usable. The homebutton would work half the time, and the screen would randomly flicker rapidly. There was no water damage of tripping of the LDI, and there was a single scratch on the device to indicate misuse (I to try take really good care of my stuff). I was able to reproduce the problems, but the Apple store wouldn't replace the device. They stated it wasn't frequent enough "to matter". I went in a few separate times, with no luck. I eventually had to call Apple, aruge, and eventually got the device replaced.

I have never had an issue like that with a Samsung phone, but I did buy a brand refrigerator from them in March. Unfortunately, the ice maker doesn't work very well (I'll never understand why it is so hard for a company to put a decent ice maker in an expense frig, and this is industry wide). They said they would have a repair guy come and fix it, free of charge. They called two days later, said there wasn't a repair guy certified in the area.

I got the unit on sale for ~$1600, but normally its closer to $1950. They offered to buy-back the fridge. When I told them that it would actually cost me more to purchase the frig again, they refunded me the $1600. This voids future warranty claims, but they did not require to cut the power cord, and allowed me to keep the frig; which functions perfectly outside the ice maker. So I essentially got an expensive appliance free, and all it will cost me is about $150 to get seperate ice maker for under the cabinet.

I was pretty happy with that level of customer service. So like anything, everyone's experience is unique. If you want really, really bad customer service, trying calling STEAM when you have a problem with your account. Your more likely to get a friendly Russian hacker to help you than STEAM.

Sadly their white goods servicing and warranty would be pretty much a total separate division of the company.

We have had a Samsung Fridge die on us in the past too and they did send repair agents to fix the fridge and when they couldn't they replaced it directly. I have no problems with their white goods servicing, whereas their smartphone section here is entirely sub-contracted to third party and they are just poop.

So yeah it really is a mixture of factors and I also think a little bit of luck.

 

[Channan]

It is all dependent on the person who helps you. I am not saying which company is better, but I will give my experience between the two.

I had a few iPhone problems over the years, walked into the Apple store, and Apple fixed it without question. Then I had a serious iPad Air 2 issue that made the device almost usable. The homebutton would work half the time, and the screen would randomly flicker rapidly. There was no water damage of tripping of the LDI, and there was a single scratch on the device to indicate misuse (I to try take really good care of my stuff). I was able to reproduce the problems, but the Apple store wouldn't replace the device. They stated it wasn't frequent enough "to matter". I went in a few separate times, with no luck. I eventually had to call Apple, aruge, and eventually got the device replaced.

I have never had an issue like that with a Samsung phone, but I did buy a brand refrigerator from them in March. Unfortunately, the ice maker doesn't work very well (I'll never understand why it is so hard for a company to put a decent ice maker in an expense frig, and this is industry wide). They said they would have a repair guy come and fix it, free of charge. They called two days later, said there wasn't a repair guy certified in the area.

I got the unit on sale for ~$1600, but normally its closer to $1950. They offered to buy-back the fridge. When I told them that it would actually cost me more to purchase the frig again, they refunded me the $1600. This voids future warranty claims, but they did not require to cut the power cord, and allowed me to keep the frig; which functions perfectly outside the ice maker. So I essentially got an expensive appliance free, and all it will cost me is about $150 to get seperate ice maker for under the cabinet.

I was pretty happy with that level of customer service. So like anything, everyone's experience is unique. If you want really, really bad customer service, trying calling STEAM when you have a problem with your account. Your more likely to get a friendly Russian hacker to help you than STEAM.

I understand that representatives can vary in quality and each one doesn't represent Samsung as a whole, but my issue is not with a single representative. It wasn't one bad representative, but a string of bad experiences after talking to at least six people. Even after getting approved for a free repair the second time, they were still demanding payment for the repair. I just assumed the rep I spoke to on the phone never documented that the repair should be free, but it was there and just ignored the entire time.

The difference between my bad experience and the bad experiences of a lot of other people here is other people were denied free repairs right off the bat, not promised a free repair before paying to send your phone in and then being sent an invoice after.

 

[Channan]

I just got an email that my "Product shipped back to the Customer without repaired".

I'm honestly speechless and have absolutely no idea what to do at this point.

 

[mclld]

While Apple has had the best that I have experience I have been fine with Samsung's support the few times I have used it. I actually had to today, my wife's Galaxy S6 Active battery has been discharging fast and getting hot. I called and the sent me a prepaid shipping label, it will probably be about a week turn around. I also have to mail in any Apple devices as well, a lot of people dont have an Apple store nearby, closest one to me is an hour and a half drive. Apple will also pay for shipping as well