Samsung’s customer support is appalling. I have not had a single good experience with Samsung’s customer support. If all is good, then Samsung is good, but as soon as there is a need to contact them all hell breaks loose. I rather have pins on my eyeballs than contacting their customer support.
Calling them is an absolute disaster. Waiting times can be longer that one hour. Calls dropped after waiting. Agents answering the phone are following a script without listening what has been said or give accurate information.
The Chat has a quicker response time, if there are agents available. However, the level of support is not better than the phone. Agents simply do not read. They ask us to do, what we have already said that we’ve done. Copy and paste text void of any meaningful information.
A good example is the £30 Galaxy Store voucher promotion. Let’s be clear, there should have been no need to call customer support for this. It should have been a simple procedure. You pre-ordered the phone, here it is the code, simple. Especially on those phones ordered using the Samsung online shop or the Samsung store app.
We all know that several users had problems with this. There was a support page with 9 steps. If nothing worked up to the 8th step, the 9th was to contact support via the App. After contacting them via the app, I got an email saying that I should contact Samsung support. Trying to phone them is a waste of time, and an impossibility if one is on full time employment.
The chat had no available agents at times and when I eventually got an agent. They recommended to do all the 9 steps which I have already done and informed them about it. The last reply was the claiming period was over, despite me trying to sort this multiple times within the right time window.
I know that £30 promotions might not be the most useful thing, but that it is not the point. The point is that Samsung customer service is really awful. They can and should do way better. It is not good producing an excellent device, if the customer experience is dreadful. It is like going to a restaurant, if the food is bad or the staff is rude or careless, the whole experience is ghastly.
Premium devices require premium services.
Technology enthusiast, but not related to any technological company.
