Hello Everyone,
I am posting here as I have been having a horrible time with the Samsung Customer Services representatives.
In Nov 2023 I bought the GalaxyBook 3 360 (thinking that I might own a premium laptop). However, in a few weeks the laptop started to have Shut-down --> Restart --> Shut down issues.
I wanted to get this repaired by Samsung and so I did the following:
- Went to the Samsung website to chat with Customer Support. Here I was navigated to WhatsApp
chatted with someone on WhatsApp. I was told to book an appoinment with a Service Center.
- Went to the website to book and appointment. The website showed an error and I could not book an appointment. Called the Customer Service Center at 088-9090100. They booked the earliest available appointment for me with the Amsterdam service center (Mosveld 125, 1031 AD Amsterdam). However, the appointment was booked for a Sunday. When I called back to confirm that the shop is open on a Sunday they admitted that it is a mistake and moved the appointment to Monday, 6th Feb.
- On Monday 6th Feb - I took an off from my office to visit the Amsterdam service center (Mosveld 125, 1031 AD Amsterdam). After waiting for 1 hour the Customer Rep at the shop told me "We are very sorry but we do not repair laptops here. You need to place a request for Home pick-up" I told him that I am unable to do so on the website so the Customer Rep called the Online Customer Support and booked an appointment for laptop pick-up from Home on 7th Feb.
- Today, on 7th Feb I received no notification that someone will come an pickup my laptop. When I called the Online Customer Support the lady on the phone told me that she cannot see any such pick-up appointment in the system. Also, since my laptop is already 'under repair' status she cannot book another appointment for me. When I asked why this confusion and how can we proceed further she blatantly said "The problem is that you dont speak Dutch". Finally, after 45min on the phone the lady was somehow now able to book a new pick-up appointment for my laptop.
This appointment is for 8th Feb. Now, I have to spend another day waiting/praying for someone to pick-up my laptop.
All along they have also stopped replying to my WhatsApp messages when I tried to follow-up and get updates.
What kind of Customer Service is this from Samsung?
I still cannot believe the situation I am in after spending €1500 on a laptop!
