Extremely Frustrated with Samsung’s Customer Service – Ongoing Nightmare with Support Case #2438265824

[SKK563]

Extremely Frustrated with Samsung’s Customer Service – Ongoing Nightmare with Support Case #2438265824

As a paying customer and expatriate living in Germany, I’m shocked by the lack of professionalism and basic courtesy shown by Samsung Support. Here’s a quick rundown of my experience:

🔹 I contacted Samsung on June 6 about a hardware issue. I was told a technician would visit to diagnose the issue — NO mention was made of needing a video.

🔹 Days later, I’m suddenly told a video is required to proceed. Why wasn’t this communicated earlier?

🔹 I complied and sent the video — still no action. I had to chase support every step of the way despite agreeing to pay out-of-pocket if it wasn’t covered under warranty.

🔹 Then I received a call from your service partner (+49 6022 2641215) saying it will cost €800 to fix — fine, I agreed. He promised to send an email so I could provide model, serial number, and address. That email never came.

🔹 What’s worse — one of your customer service agents told me to “learn German,” used profanity (“f* off”), and hung up** when I politely asked for English support. Absolutely unacceptable behavior.

🔹 Samsung products are sold globally, yet your hotline refuses to support international customers? Why advertise an English-speaking line if it doesn’t exist?

I’ve now sent multiple emails with the same information your team already has. I'm fed up with your lack of response, contradictory instructions, and offensive behavior. Here are the details again:

Device: Model: S49CG934SU Serial: 0RMAHNTWA00355P

I demand that Samsung schedule a service appointment immediately, explain how this was allowed to happen, and take accountability for the insulting treatment and appalling service I’ve received.

49" Odyssey Neo G9 

[Barney0w]

Ich habe Deinen Beitrag einmal gemeldet, vielleicht können die Moderatoren ja einen Tipp für die nächsten Schritte geben.
I reported your post once, maybe the moderators can give a tip for the next steps.

[osnix]

I'm sorry but you are writing in a user forum.

Nobody here can do anything about your problem.

[NathalieB]

Hello @SKK563

as stated in the comments, you're not talking to the Samsung support team here. The Mod-team only has the option to inquire more details from our contacts. We cannot schedule an appointment for you.

I understand your frustration regarding the described situation. It seems that things haven't gone as they should. You stated that you have sent out mails to different support channels - please also get in touch with the team from complaints management directly, and file a complaint, if you haven't already. 

You may use this form to contact the team: http://spr.ly/Samsung_Lob_und_Kritik 

The linked form is in German, but should be translatable through your browser, if necessary. 

[Großohr]

Ich habe ähnlich negative Erfahrungen mit dem Support gemacht.

[NathalieB]

@Großohr Auch du kannst dich gerne über den oben geteilten Link an Samsung wenden, falls du das nicht bereits getan hast, und ihnen deine Erfahrungen schildern. 

[Großohr]

Habe ich bereits gemacht. Leider kommen keine brauchbaren Antworten: KI- generiert und am Thema vorbei.