How to raise and escalate a complaint

[Kasia Marki]

Hello, 

I've seen that many people have had incredibly bad experiences dealing with Samsung customer service and I am a bit stuck - I have never experienced such a bad service before and the communication is absolutely appalling. I'm waiting for my oven to be repaired and paid £320 so far, the only problem - they don't know what they're doing.

Does anyone what's the best way to speak to someone who actually can help and doesn't ignore your call?

Any advice would be greatly appreciated 

[AntS]

Hi @Icable ,

Doesn't sound great, I agree. And it doesn't sound like the team here would be able to do more for you at this stage. But like the OP and others who are UK/Ireland based, if you'd like the team here to look into your case for you, feel free to send us a Private Message with your contact details and any relevant info (e.g. reference numbers) to our @Sam_UK  account (https://eu.community.samsung.com/t5/user/viewprofilepage/user-id/1716597) Guide on how to send a Private/Direct Message here if you need it: https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm...  

You can also get in touch with us on our socials @SamsungUK.

[Bad Fridge Freezer]

Yep same here, every way possible to no support their warranty. 26 emails over the last 3 weeks still no proper response. 

[Bad Fridge Freezer]

Has anyone had to deal with the Mint Group, they are supposedly contracted to support Samsungs warranty work 

[Angm]

Does samsung have an email address to send a formal complaint?

[hemantmnit]

I am facing cooling issue in my refrigerator mentioned below. Its 4 months old product. They have replaced PCB and door switch. But that has not solved the issue. 

385 L Twin Cooling Plus™ Double Door Refrigerator RT42C5532S8(RT42C5532S8/HL)

Waiting since last 1 month for replacement. Call center has not answer other than saying me to wait for few more days. 

Never expected this kind of customer service from company like Samsung. This experience making me think not to buy samsung product ever in future.

[Pati1978]

I also need to make a complaint. I reported my oven is stop heating had engineer visit to say he don't have a part to replace and then samsung close the case! Anyone can help to raise a complaint?

[thurd]

I've had the worst experience with samsung repair. Put the repair in over the phone. 1 put my email address wrong. Okay, mistakes happen. But then to be told there's a £30 fee before they inspect them. Wasn't told about the £30 over the phone. I only need the left 1.

[Members_TwvRbww]

Hi Kasia

I am having the same experience. Bought a tablet and book cover keyboard, near £600, keyboard has stopped working after 7 months and customer service are saying I am not covered under the 1 year manufacturers warranty as its passed 6 months!! Utterly shocking and non sensical! What happens to the other 6 months.. invalid??? 

Have raised a complaint, no response. Went to a samsung store to validate the fault but they could not replace the item as it was bought on line WITH SAMSUNG... not sure how that works! 

Very frustrating and unfair from a huge company