topic Re: How to raise a complaint or speak with a supervisor or manager through customer services in Samsung Shop

How to raise a complaint or speak with a supervisor or manager through customer services

Jason S — Wed, 10 Mar 2021 13:55:50 GMT

Does anyone know how to raise a complaint that actually gets looked at rather than ignored by customer services? I want to speak with someone accountable and not people who just hang up the phone on you when trying to get a problem resolved (and a problem that was entirely caused by Samsung in the first place)?

Re: How to raise a complaint or speak with a supervisor or manager through customer services

StephK1 — Wed, 10 Mar 2021 14:18:44 GMT

Hey @Jason S, sorry to hear about your experience so far. If you would like to raise any concerns/complaints, please get in touch with our Customer Solutions Team. They will take a look at your case and come to a resolution for you. You can get in touch with them over email at uk.help@samsung.com or over the phone on 0330 726 1010. Hope this helps. 🙂

Re: Re: How to raise a complaint or speak with a supervisor or manager through..

JasonDHS — Wed, 31 Mar 2021 09:25:11 GMT

Hi @stephK1, no, this hasn't helped I'm afraid. They don't want to help with my issue and have turned me back to Shop Support, which is who I have been trying to deal with for a couple of months and am getting nowhere. No ownership of my fault (again to reiterate that was caused by Samsung in the first place), poor excuses and lies given to me and Samsung just don't care about the awful customer experience they provide. I wish I had looked at Trust Pilot beforehand... Great products but if anything goes wrong, it isn't going to be put right or resolved by Samsung, which makes me think twice about purchasing Samsung products in the future.

Who can I escalate my issue to above store support and raise a complaint into that will actually get listened to and who will take ownership?

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Members_YN1OzEj — Thu, 20 May 2021 08:34:28 GMT

I am also having this exact issue, cannot speak to manager as it coincidentally cuts off each time. I have never received such infuriating and disgusting customer service. Did you ever find out how to speak to a manager or make an official complaint?

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Michael S — Tue, 22 Jun 2021 16:06:14 GMT

I am also now going through this same thing and have been since last Thursday I have talked to quite a few ppl none of them helped try and figure out the problem that started it and noone of them even cat like they care enough to...has Anyone been able to get ahold of a supervisor and get their problem solved yet?

Re: Re: How to raise a complaint or speak with a supervisor or manager through..

JasonDHS — Tue, 22 Jun 2021 19:24:41 GMT

Hi Michael, I never received a call from a supervisor. Despite my many many emails. I was emailed by a supervisor apparently and they said that they couldn't make outbound calls, which is ridiculous in this day and age if you ask me. There was nothing to say they were a supervisor other than the person saying they were on the email. Unfortunately I only had one interaction with a supervisor and was then straight back to getting replies from whoever was working the inbox and so lost all continuity... eventually following I don't know how many emails and calls, I eventually got some sort of outcome (and thankfully wasn't left out of pocket as it was looking like at times) but not what I ultimately wanted and have been left pretty infuriated at how Samsung treat their customers, especially when the issue in the first place was caused by Samsung. It shouldn't have taken nearly 6 months of emails and calls to get the response I did, truly appalling treatment of a customer. It was also difficult keeping track of all the correspondence as each time it felt I was being given a different reference number, almost as though they were deliberately trying to get the initial complaint/issue lost in their system...
All I can say is be persistent and I hope you get the resolution you're after.

Re: How to raise a complaint or speak with a supervisor or manager through customer services

ljouting — Wed, 25 Aug 2021 22:28:18 GMT

I'm having the same issue Jason. Do you know if they have an email?

Re: How to raise a complaint or speak with a supervisor or manager through customer services

ljouting — Wed, 25 Aug 2021 22:28:53 GMT

Does anyone know if there is an email for management or direct line to management?

Re: How to raise a complaint or speak with a supervisor or manager through customer services

j2021 — Sat, 02 Oct 2021 16:30:16 GMT

I am currently having the same experience. It is so unprofessional. I have talked to many supervisors who are not helpful. Now, I will be talking to a manager. What is clear is that Samsung is greedy. They have great customer service if you paying them but if they have to pay you for a problem on their end - forget it. They should advertise that - we make great phones but we don't honor our agreements.

Re: How to raise a complaint or speak with a supervisor or manager through customer services

j2021 — Sat, 02 Oct 2021 16:31:13 GMT

if you guys get an email, please share it with me as well.

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Michael S — Sun, 03 Oct 2021 01:54:43 GMT

Unfortunately no email and issue still not fixed which is bs how can they expect anyone to get ahold of care plus team to get a phone replacement when the phone your trying to replace don't work... it's rediculous...i was even told I would be getting an email from someone about the claim but have not heard anything it was to exhausting going back and forth from customer service to tech support both saying that the other can help but being told they can't after getting transferred... and I am paying for care plus just in case something like this happend and I need to get it replaced..but apparently I'm paying for nothing but incompetent people that don't have any clue how to do their jobs...

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Huntsv — Tue, 12 Oct 2021 00:10:09 GMT

Good luck getting anything done. Customer service is garbage, they'll give you the run around until you submit to their will. Had a tv become defective in less than a year only to be lied to about how we could get a refund. We were told e coupon was our only option until we called a couple weeks later to find out that direct deposit/cash was an option. Now it's an act of Congress for them to cancel an e coupon(it's 2021) and get a direct deposit. I'm sure most people on this thread are looking for answers as to how to get a resolve but if not, don't buy Samsung products. If they become defective you're either out of luck or will have to rebuy a defective product

How to raise a complaint or speak with a supervisor or manager through customer services

Putridmess — Thu, 14 Oct 2021 13:34:28 GMT

I'm having the same issue, no one responds, or even attempts to help.

I raised an issue in this forum, and messaged a mod.

https://eu.community.samsung.com/t5/samsung-lounge/this-year-s-upgrade-program-issues/m-p/4133579#M9531

They replied, then deleted the reply before I could read it.

A couple of days later I received a ridiculous email from them which is pasted below...

##- Please type your reply above this line -##

(Create text to alert pending ticket to requester

This email is a service from Samsung Shop.

Basically an empty ticket request...?

Then nothing more, unbelievable. As a long standing customer of Samsung since the note 3, I expect and deserve better.

Considering my issues are breach of contract, I'm guessing I have to go through solicitors to get it resolved?

Re: How to raise a complaint or speak with a supervisor or manager through customer services

behrooz2u2 — Tue, 12 Apr 2022 22:39:59 GMT

I almost hate to ask this but has anyone had their issue resolved ?

sadly after reading all the different responses it clearly makes senses as to why i haven't gotten a response. I was assured that someone from the Specialty Claim dept. was going to call 24-48 hrs. 12 days later and over 21 calls and I'm guessing over 80 hrs of talk/hold time no one is responding.

it's sad that Samsung doesn't take care of their customers.

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Huntsv — Tue, 12 Apr 2022 22:47:32 GMT

I have, but it took an act of congress, even with my TV being under warranty. They gave me the run around every time I called them. Unfortunately, it takes consistent pestering from the customer as well as giving them time. If they give you an estimated time for something, add on a few days to a week.

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Michael S — Thu, 21 Apr 2022 14:05:29 GMT

So it's been a few months since I been on 1 have had 2 or 3 issues that I have had to deal with Samsung customer service going around in circles with them...the 1st problem got fixed pretty quickly after I finally got someone from higher up to actually email me back and she was extremely nice and very helpful and really cared about what was going on...so much so that she actually called me right after sending me an email and left me a voicemail and I was able to get ahold of her the next morning and everything got resolved fast and easy...now with that being said...the way I finally got someone from higher up to get ahold of me was I sent a very detailed email of every little thing that happened and the way I was treated to this email address officeofthepresident@sea.samsung.com... I thought I was emailing the president of Samsung hoping for a reply from him I did not get an email back from him but I did get a reply back the next morning I believe if not it was super fast within a day or two and the person who replied was extremely helpful and good at her job...so I would suggest trying that first and see what happens...hopefully this will help some of you guys like it did me...

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Michael S — Thu, 21 Apr 2022 14:09:56 GMT

The other problem did eventually get resolved as well just took a lot longer as well

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Jakku — Sat, 23 Apr 2022 09:05:12 GMT

Oh boy, you might of seen my posts recently but honestly Samsung is a complete mess with customer support at the moment and being the absolute worse of the worse they're making it as hard as possible to get proper help etc it's been a nightmare to get my device unlocked because Samsung had a f**k up on there end!! They end tried to take money from me with no explanation or warning so I'd be really on edge about them.

Also it's bad but you really need to push and be strict just because the person on email or phone is being nice doesn't mean you should of you're to nice they're just going to Chuck you to the side and laugh. I wish you the best of luck bud.

Re: How to raise a complaint or speak with a supervisor or manager through customer services

Michael S — Thu, 28 Apr 2022 05:22:19 GMT

Oh yeah samsung and I are in a hate hate relationship...they HATE when I tell them to give me a manager or supervisor right away...because I get so tired of dealing with ppl who don't know anything or don't feel like helping or whatever it is that seems to be more important than the customer...and I swear that customer service has a GRAND TOTAL of 1 person that just runs from phone to phone and computer to computer and just has a bunch of aliases or they are bots made to only say a couple of things on repeat. I can't tell you how many times I have gone in circles being "transfered" from department to department being told the same thing over and over...like a bad record on repeat...but still the easiest way that I have found to actually get ahold of somebody that is actually helpful and can do something is by sending a detailed email to the email I said in my other post...

Re: How to raise a complaint or speak with a supervisor or manager through customer services

cetz — Fri, 27 May 2022 04:16:22 GMT

Samsung customer service is garage. No resolution after being promised it would be resolved many hours going back and forth, when you ask to speak to someone higher up or anyone who can actually help, they disconnect you and delete the chat.