topic Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor! in Samsung Shop

Do invest your time waiting to speak to a Samsung customer service advisor!

TheDenny — Sun, 28 Jan 2024 14:27:50 GMT

Please be cautious about your time chasing your order. After one hour on call waiting, I spoke with a Samsung advisor about my changing and delaying order date of my S24 Ultra 1TB to only be told that they can't help me. The advise offered was that they will email the relevant department to chase and for me to wait 24 hours for a reply via email. Firstly the order by date was 24th, then on 23rd evening email stating delay and expecting delivery by 26th January. It is unacceptable that a large organisation can not have a system in place to launch their new mobile. The Samsung chat is worse, with a que of 100+ then no one available when you get to the end.

But YOU do need to ring up to get your mobile quicker. I was fortunate that I got it the next day after ringing up and following the above process. So be patient and insist on speaking to customer service and logging your concern.

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Ribenamoustache — Thu, 25 Jan 2024 18:20:31 GMT

Yeah I got told completely incorrect information when I spoke to an agent re the now dead Upgrade Program. Ridiculous. You're killing off the best thing you did,Samsung. You want the newest phone in as many people's hands as possible, surely!

Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor!

TheDenny — Thu, 25 Jan 2024 18:22:27 GMT

Just a shame and wasted time and effort. Hope you do get your mobile when they say they will 🙏

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Ribenamoustache — Thu, 25 Jan 2024 18:24:50 GMT

Oh I got my phone yesterday, it's just frustrating that the agents don't have a clue, make you jump through hoops and spread absolutely incorrect information. I was told I couldn't upgrade until the 1st Feb. I got off the phone and there was an email saying I could upgrade there and then. Useless. Now with the 14 month upgrade contract, the new phone will be released and we won't be able to upgrade as before on the day of release. Very poor.

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Ginsing64 — Thu, 25 Jan 2024 18:29:58 GMT

I ended up with a phone with ½ the desired memory and spent days trying to sort the error out to no avail. Waste of time and polite intransigent agents whose onlybresponse was cancel the order.

Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Ribenamoustache — Thu, 25 Jan 2024 18:32:53 GMT

Oh yeah, me too. Was meant to be double storage if ordered online, right? Ordered 512gb and got 512gb. Ridiculous. I honestly can't be bothered to even try to deal with the knuckle-dragging script reading agents again. Pointless and just too frustrating

Re: Re: Re: Don't waste time waiting to speak to a Samsung customer service ad..

TheDenny — Thu, 25 Jan 2024 18:38:03 GMT

Chase this matter as it isn't the right promotional offer applied. Don't settle as this is daylight robbery

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Ribenamoustache — Thu, 25 Jan 2024 18:42:18 GMT

I will. It takes quite some mental fortitude to be bothered to do it all though. Hope you get your issue sorted out. 👍

Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor!

TheDenny — Thu, 25 Jan 2024 18:44:42 GMT

Just ring Samsung and leave it on call waiting, until someone answers and then make a formal complaint. Ask advisor to note your complaint as formal, expecting a call back, but do be insist on getting the 1tb or the cost price of 256gb. Hope you get what you want!

Re: Re: Re: Don't waste time waiting to speak to a Samsung customer service ad..

Ginsing64 — Thu, 25 Jan 2024 18:49:04 GMT

Exactly

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Piper123 — Thu, 25 Jan 2024 18:55:18 GMT

I find it quite ASTONISHING that the world's largest mobile phone manufacturer, that makes a living from devices that encourage communication, insist on doing everything by email.

Whatever happened to talking?

Of course from experience IF you get an email back, it invariably results in more questions and more emails. Something that wouldn't happen in a short telephone call.

When things are going well, Samsung are great.

Hit a problem and Samsung are probably one of the worst companies in the world.

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Reylob — Thu, 25 Jan 2024 20:24:33 GMT

Their customer service is appalling.

Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Piper123 — Thu, 25 Jan 2024 20:35:14 GMT

Their only defence is that this is an annual global product launch and they'll only have so many staff available to answer queries (they have to be trained - takes time and you don't recruit and train thousands of workers for a couple of weeks work).

But, whilst I got my S24U yesterday when planned, many others haven't and I have empathy. Samsung should manage their stock better. Know what's in stock, allocate those for first few days of deliveries and once they've gone, be honest and upfront that ongoing orders will come later. It isn't hard to do.

Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Reylob — Thu, 25 Jan 2024 20:46:58 GMT

I take your point but their customer service is bad at all times. They could definitely plan better. It is an annual event, but it is not their first rodeo.

Re: Re: Re: Don't waste time waiting to speak to a Samsung customer service ad..

Piper123 — Thu, 25 Jan 2024 22:02:18 GMT

Their customer service when things go wrong is truly awful. Can't agree with you more.

I also agree it could all be done so much better, with the customer in mind, instead of the "We Are Samsung, our customers will go what we tell them" approach.

Re: Re: Re: Don't waste time waiting to speak to a Samsung customer service ad..

martinseal — Fri, 26 Jan 2024 00:54:56 GMT

Ask to put through to resolution team and say I am happy to hold that only way your even get to speak to someone that actually cares

Re: Don't waste time waiting to speak to a Samsung customer service advisor!

martinseal — Fri, 26 Jan 2024 00:58:34 GMT

The advisor don't what talk about there say something within few sentences say there didn't say that here proof

Re: Re: Don't waste time waiting to speak to a Samsung customer service advisor!

Ribenamoustache — Fri, 26 Jan 2024 07:23:49 GMT

Wow. That's laughably bad.