- last edited by
AntS
After being promised Technical Help at 10am this morning due to a problem one of their online chat worker caused - ie he's left my phone unable to get Bluetooth. I thought I'd share this online chat I had this morning - THEY STILL HAVN'T RANG ME!!
10:15 AM
Good morning! My name is Jayson from Samsung Chat Support. Please allow me a few moments to read through your enquiry. While I’m doing that, how are you doing today?
10:17 AM
I'm too angry and upset to actually say how i am doing
10:18 AM
Are you still there or have you (like several of your colleagues) just cut me off?
10:20 AM
I was expressly promised a call from you at 10am this morning following the awful way i've been treated by Samsung so far!!!
10:21 AM
We appreciate that you're bringing this to our attention, Marky. I know that this is very important for you so no worries as part of Samsung. We will make sure that we will get to the bottom of this.
Please, can I have your first line of address, post code and phone number to check this?
10:21 AM
Just so you know, i spent a further 3hrs yesterday speaking to several Samsung colleagues who asked me numerous times to phonetically spell my email, surname, address OVER AND OVER AND OVER AGAIN, before hanging up on me!!!!!
10:22 AM
Thank you very much for these details. Please allow me a moment to check this
10:24 AM
You are meant to be ringing me and taking over controls of my phone as SAMSUNG are the reason my Bluetooth no longer works!!!!! You colleague Matt reset everything and my Galaxy Fit3 will not connect to my phone as it can't find Bluetooth. YOU LOT DID THIS!!!!
10:26 AM
I understand how frustrating this can be, Mary and I would feel the same way if I were in your situation. Upon checking here, yes you have indeed a scheduled remote session today which will take place at around 10 in the morning
10:28 AM
i HAVE SPENT HOURS ONLINE CHATTING WITH SAMSUNG SINCE 6TH MAY AT 5:30PM: THEN 11PM 6TH MAY, THEN 3:30PM 7TH MAY FOR 2 HRS. WHAT MORE WILL IT TAKE TILL SAMSUNG TAKE RESPONSIBILITY!!!!! RING ME!!!!!
10:29 AM
IF THIS DOSN'T GET RESOLVED - BEARING IN MIND I HAVE BEEN A SAMSUNG CUSTOMER FOR OVER 15YRS - I WILL CONTACT EVERY SOCIAL MEDIA PLATFORM AND RELAY MY ISSUES REGARDING SAMSUNG!
10:32 AM
This really is not the kind of customer experience we want you to have and we completely apologize for what has been happening.
What I'm going to do is escalate this to my manager instead so that this will be discussed with your properly. Are you happy to receive a courtesy call from my manager exactly 24 hours from now?
10:33 AM
ARE YOU TELLING ME I HAVE TO WAIT ANOTHER 24 HOURS??????????????????
10:34 AM
I WAS PROMISED LAST NIGHT THIS WAS ESCALATED TO A MANAGER - HENCE THE PHONE CALL THAT STILL HASN'T MATERIALISED!!!!
I completely understand the frustration on this, Mary. I'm already coordinating with the remote department as we speak. We are aiming to prioritise your call within this day
10:39 AM
SO THE LAST SAMSUNG COLLEAGUE I SPOKE TO YESTERDAY FROM 3:30PM - 5PM - WHO REITERATED THAT HE GAVE HIS WORD HE WILL ESCALATE THIS AND GET A TECHNICAL MANAGER TO RING ME AT 10AM TODAY - WAS HE MAKING FALSE PROMISES THEN??? I'M SURE IT'LL BE IN THE REAMS OF NOTES SAMSUNG SAID THEY'VE MADE!!!
10:42 AM
I can totally see why you would be upset, Mary. If I am in your situation that would frustrate me too. Please allow us to investigate on this matter so we can call out the representatives who spoke to you before
10:46 AM
SAMSUNG EXPERIENCE: 1) UNTRAINED TELEPHONE OPERATIVES TO GIVE ANY SORT OF CHECKS ON YOUR PHONE. 2) WILL GIVE FALSE PROMISES TO RING YOU BACK. 3) WILL FALSLY SAY THEY'VE ESCALATED THE ISSUE. 4) DUE TO TAKING THE ADVICE OF A SAMSUNG EXPERT I NOW CANNOT PAIR ANYTHING VIA BLUETOOTH TO MY SAMSUNG PHONE. and now you are saying "allow you to investigate this matter"????? WHEN AM I GETTING THE CALL FROM THE "EXPERT"???????
WHAT ARE YOU INVESTIGATING??? I'VE TOLD YOU EVERYTHING!!! YOU NEED TO GET A TECHINICAL EXPERT TO RING ME AND TAKE OVER THE CONTROLS ON THE PHONE TO FIX IT!!!!
I EVEN SENT A LOAD OF PHOTOS OF MY SCREEN ON 6TH MAY AT 11PM TO YOUR TECHNICAL EMAIL ADDRESS AS REQUESTED!!! WHAT WAS THE POINT???
10:51 AM
I’m truly sorry to hear about this experience, Mary and I understand this is a very urgent matter. Yes, I'm already speaking to the responsible team who are also currently undergoing remote sessions at the moment. We are currently receiving a high volume of requests on a daily basis. We appreciate profound understanding on this matter
10:52 AM
SO IF I WAS ESCALATED TO 10AM THIS MORNING FOR MY REMOTE SESSION, WHY HASNT THIS HAPPENED??? HAVE ALL THE OTHER CUSTOMERS THREATENED TO DISGRACE SAMSUNG ALSO????
10:54 AM
Yes, I can confirm that this is already being escalated, Mary. However, due to the high volume of queries and remote requests we're receiving daily, you may expect that some sessions may not be covered on the agreed time frame. As session length may vary depending on the nature of query
WHEN CAN I EXPECT A CALL?
10:59 AM
BECAUSE YOUR COLLEAGUE PROMISED ME EXPLICITY LAST NIGHT THAT I'D GET A CALL AT 10AM TODAY I'VE HAD TO TAKE A FEW HOURS OFF WORK!!!! WHAT DO I DO NOW THEN??? SIT HERE AND WAIT???
Copy that. I'm still coordinating with the responsible team at the moment. They had me assured that once they are done with the ongoing sessions, your number will be next. If this will not transpire today, I will see to it that your number will be first in the line tomorrow morning
11:01 AM
THAT'S NOT GOOD ENOUGH!!! I HAVE TO ATTEND A MEETING AT 10AM TOMORROW SO I WILL NOT BE AVAILABLE!!!! I INSIST YOU GET ONE OF YOUR EXPERTS TO RING ME BACK TODAY!!!!
11:02 AM
I can definitely understand the disappointment on this, Mary and I would certainly feel the same way. Rest assured that we will raise this to the dedicated team accordingly and will send updates as soon as its available
11:08 AM
THAT DOSN'T ANSWER MY QUESTION. I WANT/DESERVE A CALL BACK TODAY!!!!! YOU CANNOT TREAT CUSTOMERS LIKE THIS. THANKS TO YOUR COLLEAGUE MATT ON 6TH MAY 5:30PM I NO LONGER HAVE BLUETOOTH!!! SURELY THAT IS A MAJOR ISSUE TO SORT NOW NOT "WHEN AVAILABLE"!!!!!
11:10 AM
I'VE ALREADY WASTED ANOTHER HOUR OF MY TIME WITH SAMSUNG!!! I WANT YOUR MANAGER TO NOW RING ME OR AT LEAST SOMEONE IN AUTHORITY. YOU OWE ME THAT AS A VALUED CUSTOMER SURELY!!!!!
SUFFICE TO SAY I'VE STILL NOT HAD ANY ACKNOWLEDGEMENT/APOLOGY/CALL/EMAIL OR ANYTHING. The Galaxy Fit3 which WAS working perfectly before Samsung got involved is now redundant and my Samsung A55 mobile has no working Bluetooth. Thank you Samsung for nothing!!!!!
Hi @Paula321Lock ,
Appreciate that you’d feel frustrated and angry: we all want our stuff to work, and it can be very frustrating when it doesn't. Speaking from personal experience on both sides, and as someone who's been known to have the occasional bout of "tech rage", taking a step back and then approaching it with a calmer and clearer head can help with getting it sorted. The energy we give out really can impact how we see things and how others respond to us.
I’m a little baffled as to how contacting Tech Support on its own would’ve impacted Bluetooth pairing drastically without something else going on. It be good to know more about the current situation about the Bluetooth, e.g. what other devices you've tried to pair with your phone besides your Fit3, and more detail about what's happening in each case (appreciate that you've send photos etc. - but it's all brand new to us here on the Members Community). It’d also be good to know what the original issue was that prompted you to contact Tech Support and prompted what was done to create the current situation.
In addition, 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... No guarantees we can make things happen or go quicker, but if we see something we can do to help in that case from there then we will.
You can also get in touch with us on our socials @SamsungUK - if you haven't done so already.
