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Original topic:

Worst customer support ever!

(Topic created on: 25-08-2022 11:06 PM)
MaazKhan
Explorer
Options
Galaxy Z Fold | Z Flip
Know I'm gonna sound like a Karen right now but Samsung has the absolute worst customer support I have ever seen. I'm actually shocked and have been massively put off from buying any Samsung products ever again, even though I was a big Samsung fan.

Wanted to use Samsung Pay to buy the Fold 4 with the Education discount because I would get a further ~5% discount on top. But it's not working: on the payment page, when I enter my email address for Samsung Pay and click "next", nothing happens at all. No error message either. Called the Samsung support team on Saturday and they seem to be the most incompetent support team there can be. They don't have any contact with the actual technical team who deal with the programming and website side of things. When I asked to speak to a technical team member rather than the support worker, was told that they weren't able to connect me. Hmmmm. Fair enough for now I guess they'll probably understand my issue...
Took me half an hour to explain the problem to a support worker, even though it would take literally 30 seconds to explain to anyone who knows the technical stuff. They proceed not to believe this and try to come up with the dumbest excuses for why it's not working e.g. "your Samsung Note 10+5G is too old for the Samsung website", "don't use Samsung internet", "use a laptop or computer", "use Google Chrome", "use Incognito", "delete cache", "try again", "use Edge", "use In Private"..... Fam. Don't you think I already tried most of this before calling you? Anyways, tried all of this on the call with them again with no success...
They said they'd investigate and get back to me... They didn't get back to me. 
So I called them again the next day (and gave the reference number where they could see the whole issue documented on their internal system). They proceeded to go through the above troubleshooting process with me again for half an hour even though I said I've already tried it. "Why don't you try again" 🤦 Didn't work. Said they'd investigate and get back to me. Didn't get back to me. I called again the next day. Troubleshooted again. Still didn't work. Said they'd investigate. And repeat. Have repeated this exact process like 5 days in a row. Each call being like half an hour long. Argggggghhhhh!!! 😐

Eventually, they were like send a screenshot
 video cos we don't believe you lol. I tell them there's no error message. It's literally as if the "Next" button doesn't work... They say ok fine send a video. I proceeded to record the video of me starting on the Fold 4 page on the Samsung website and going through the whole buying process till I get the error. Turns out the video is 4 minutes long (two sets of 2 minute videos) and 1.2Gb, which can't be attached onto an email. So I decide to call them back and ask is there another way to send the video because it won't attach on the email. THEY DECIDE TO GO THROUGH THE ABOVE TROUBLESHOOTING STEPS OF DEVICES/BROWSERS/INCOGNITO/CACHE WITH ME AGAIN. I'm like wtf. They said hold on lemme investigate. The call is 50 minutes long by now. They then say why don't you send a screenshot. I said fam it doesn't show an error message and you're not going to understand it without the whole video. They're like send it I'm sure we'll understand. Send it. Hold the line for 10 minutes. 10 mins later, the guy's like what product are you buying again? Broooooooo. THE FOLD 4, WHICH I'VE SAID AT THE START OF EVERY SINGLE PHONE CALL. Hold the line for 5 minutes. 5 minutes later, the guy's like how did you get onto this page. Broooooo. I CLICKED ON IT FROM THE PREVIOUS PAGE FROM THE SAMSUNG UK SHOP. Hold the line for 5 minutes. 5 minutes later, the guy's like what was the error you were getting again? ARGHHHHHHH. Why don't you just email us the video of you getting the error? 😭😭😭😭 Why don't you divide the video into two minute chunks? Already done that. Bruv. I said this to you 1 hour 10 minutes ago.
IF YOU END THE CALL RIGHT NOW AND YOU GO AND LISTEN BACK TO THE RECORDING FROM THE FIRST MINUTE OF MY CALL, ANYTHING YOU'VE SAID DURING THE PAST 1 HOUR 10 MINUTES WAS EXPLAINED AND ANSWERED BY ME IN THE FIRST MINUTE OF THE CALL.

"Can I speak with the manager please?"

*There are no managers around*
(Btw, there weren't any managers the previous day either.)

"Can I speak with a technical worker please?"
*We can't let you speak to a technical worker because they're not trained to speak to customers.*
Bro. All I'm going to do is to describe the problem to them. I can answer any questions they have. I can literally troubleshoot with them.
*Ok I'm going to forward your problem to them and they will get back to you in the next 24-48 hours.*
Note: each and every single support worker I've called has said this exact same thing. And nothing has happened for a whole week. The technical workers reply to the support workers and say "we can't see a problem on our end". They didn't even know what the problem was...

"So is there anyone I can speak to to explain this problem?"
*No, there is nobody you can be contacted with*
"So you're saying... in a multi-billion dollar company there is not a single English-speaking person who understands programming/websites/technical stuff who I could speak with for legit 2 minutes to explain my problem?"
*No, there is not a single person*
Bruv.

Call was 1 hour 50 minutes by now. Automatically disconnected at 2 hours.

I don't even want to know what the total call time has been during this time.

So imagine I'm paying over ONE GRAND to buy a product and *I'm* the one having to speak on the phone for hours to buy it???? Like there's no incentive from them to even fix anything. And I'm using a Samsung phone on Samsung internet with Samsung Pay to buy a Samsung product and it doesn't work. Neither does chrome or chrome incognito or chrome incognito with cache cleared or edge or edge in priv—

Tl;dr wtf is Samsung customer service 
7 REPLIES 7
Specialist
Pioneer
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Galaxy Z Fold | Z Flip
Ban me for this, I don't care, but Samsung sales experiences suck. So never am I ever going directly with Samsung
BandOfBrothers
Samsung Maker ★★
Options
Galaxy Z Fold | Z Flip

Hi @MaazKhan 

No I don't think your a " Karen "

Your just trying to save on your purcgase via means that should be open to you.

Unfortunately the Team here are not part of the sales team you need.

I just wanted to respond to show ive read your post and sympathise with your predicament. 

I wish you all the best.  :smiling-face: 


Daily Driver > Samsung Galaxy s²² Ultra 256Gb in Phantom Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help.

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ChrisCrossBoss
Apprentice
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Galaxy Z Fold | Z Flip

I completely agree Samsung have the worst customer service I have ever had the misfortune of dealing with. How they have become one of the biggest companies in the world is absolutely beyond me.

MaazKhan
Explorer
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Galaxy Z Fold | Z Flip
Thank you, but I've heard this from all the Samsung support workers I contacted - it's seems there's no-one able to solve this issue!
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MaazKhan
Explorer
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Galaxy Z Fold | Z Flip
They finally resolved the issue!

However..............

The offer has now expired and Samsung refuses to provide the same discount that was available when I initially raised the issue.........

Guess I'm never buying from Samsung ever again :smiling-face:
BandOfBrothers
Samsung Maker ★★
Options
Galaxy Z Fold | Z Flip

Thank you for your update @MaazKhan 

I remember replying to you in your previously raised thread > galaxy-z-fold-z-flip/worst-customer-support-ever. 

I'm just sorry to hear it's not the resolution you hooed for 😒

I wish you all the best. Take care.  😎 


Daily Driver > Samsung Galaxy s²² Ultra 256Gb in Phantom Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help.

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StuartR
Helping Hand
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Galaxy Z Fold | Z Flip

This is what happens when Customer Service is farmed out to random country's that pay peanuts to save money, pay peanuts you get clueless script readers.. Customer Service should be based in the country you live in.

 

Some companies are already starting to do this BT who used to be known to have the worst customer service ever, now have the best customer service as it's all UK based now for UK customers.

 

Apple is second to none.

 

Samsung should understand bad Customer Service can make or break a Company no matter how big it may be.

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