Complaining- bad customer service

[z20]

Hi

i am would like to make complaint today how bard customer service I received today. I am very disappointed and very angry how I been treated. I am very disappointed with Samsung, it’s well know company and service team really bad and most of them don’t listen, acknowledge you as customers needs. They don’t know how to treat customers services correctly. Today I don’t know how many times I called and everyone one of the representatives it’s made me upsets and enough it. They promised to call you back, they don’t. When you say date they don’t listen and they keep saying it’s not when I have proof of that it’s is by email and received. Surely they don’t know what they doing. They wasted my time and in the end they asked me end the proof of purchase and email with warranty reference. Unfortunately I am still not been looked and I have been told again that one represents will call me back!!!! 

All I have asked to book in engineering because my washing machine is making noise and I don’t I understand why that noises happened? However I am in under warranty but representatives don’t know what they doing and they keep saying,  I am not warranted! Which clearly stated that I am and I have registered references number etc… “in the end lady said, ohhh yes you are but I would like to still have you’re proof of purchase and reference”. She asked to send send and I have done it, but my needs not been made and she said someone will call me to book an appointment for engineering. It’s so wasted my time all day. Like I don’t have anything to do. I hope someone read this and take action on their customer service skills. They need to employ who can understand, listen and acknowledge customers needs in order to willing to help customers.

 I am still frustrated when I am writing this email. I hope you can understand why and I hope to hear  and get booking for engineering to fix my washing machine soon as possible.

kind regards 

[StephK1]

Hey there @z20, I'm sorry to hear that you haven't had a positive experience with booking a repair for your washing machine. Community is a platform that is mainly for Samsung users to provide support and suggestions to other users, rather than a channel for support directly from Samsung. Please reach out to our Technical Support Teams using the contact information on the following link: 

https://www.samsung.com/uk/support/contact/ 

They will be able to take a further look into this for you and provide support with a repair booking. 

[R-Sam]

I sympathise we have had a terrible time with Customer Services too

We have made 5 phone calls, been cut off twice when we requested to speak to a complaints manager and become increasingly frustrated by a system that does not seem fit for purpose

Your staff are polite but do not seem to understand our issues

On 28th February 2024 I arranged a repair of a vacuum cleaner which DPD would pick up on 29th February.  I received an email confirmation that DPD would contact us about the pick up which they never did.  We stayed in all day on 29th February but no-one arrived.

On 1st March I contacted the support centre and was given the number to contact DPD direct.  I was told that my reference number would suffice.  When I contacted DPD I was told that my reference number was not recognised and I needed a parcel number but the agent kindly also checked by my postcode and did not find any pick up scheduled for the whole week.  I was told to contact the support centre at Samsung again, which I did

We have made a number of calls to the support centre to try to arrange a resolution to this problem and become increasingly frustrated.  I was told to contact DPD again which I declined to do, been cut off twice when we requested to speak to the complaints department.  We were promised a call-back if we were cut off but that has not happened.  We still have a vacuum that has no collection date and cannot be used

The online system cannot deal with this type of problem and the call centre also seems unable to do so. so the customer service system is not fit for purpose in this area

[userKG]

Abominable warranty service from Williston Repair in NY. I recently purchased a top of the line Samsung stackable washer/dryer from Costco, who delivered without incident and stacked the units and connected the washer. After two or three dry cycles, the drum banged loudly and could not be used. We reached out to warranty repair and got connected with this awful Williston outfit that, from day one dealing with them, was a giant hassle (they have limited service to this particular area of Long Island...utterly ridiculous as there are millions of people in this region). On top of that, they required that WE unstack the unit before they come. They would not work on a stacked dryer. How the heck are my husband and I supposed to unstack a dryer? What kind of prima donnas is Samsung using...burdening the customer with unstacking the units? We enlisted every neighbor to help us and got the unwieldy unit down off the washer. Eventually a repair person came and said a new drum was needed. We were coming up to a holiday weekend with many guests staying and I begged the repair people to get me an appt before the weekend, which after many calls they were able to do outside of their normal scheduling. So far so good. I received a  confirm call the day before to say they were coming between 9:30am - 1pm the next day (the Friday of Memorial Day weekend). We were waiting for them to arrive on Friday morning when, at 10am, they called to say they weren't coming for, of all things, not having the part.  Really? You confirm an appt without having the part? I made sure I was available on that day, and DURING the service time window you call to say you don't have the part? That was that. I had an unstacked dryer sitting in the middle of the room for the entire weekend, not to mention I couldn't use it with 10 houseguests arriving. Samsung should be a lot more conscientious about who they contract for service. This outfit was the worst. I am now having the units picked up by Costco and have since ordered new units from LG. I trust they will treat their customers better than Samsung.

[Polly123]

I have also had awful time with customer service. Hours on the phone achieving nothing. Video calls, sent videos. Basically have a leaking add wash draw and they just seem determined not to send out someone or a new door and make me give up. Having to do loads of diagnostics that have no relation to a faulty door. Every call back to square one. Waste of hours of my time. 

[icerish]

I would also like to complain about Samsung's customer support it has been nothing short of frustrating hours on the phone getting the runaround passing me back and forth making me repeat the same things over and over sending the same pictures telling me that they're going to take care of it and they don't and making excuses. please Samsung make this right hope to hear from somebody soon please call me at 262-******. Thank you for your time sincerely Corey Irish.

[andy_in_ireland]

Hiya - forgive me for saying this but having a 262 area number (that was brave posting your phone number up on a online forum!)  I am presuming you are in America , but are you aware this is a Samsung Europe forum? - I cant be wrong in thinking there will be quite a bit of difference in support for europe and the America support. Maybe you need to post on Samsung.com? ( https://us.community.samsung.com/t5/Samsung-Community/ct-p/us )