Samsung Terrible Customer Service

[Volcom27]

Good Evening Folks,

 

Looking for some advice about whether or not I can actually get anything back from Samsung for their totally unacceptable customer service. To save me re-explaining to you guys, here is a copy of the email I have just sent to their complaints department. See what you think:

 

Good Evening,

 

I would like to make a formal complaint against the terrible customer service I have received. Around a month ago I contacted Samsung regarding a fault with my Galaxy Note 4 and the camera. The person I spoke to arranged for my phone to be picked up and repaired, I expressed concern that I wanted my phone for a holiday I was going on and the person promised me that the phone would be repaired and returned to me within 5 days. I have this in writing.

 

I had not received my phone back, nor had any contact from anyone at Samsung or the repair centre. All correspondence up until this moment had been via email so I assumed it would remain like this. I contacted Samsung using the online live chat option. Session ID:- 6033078. In which the representative Taj told me that my phone had been repaired, was fully functioning and awaiting shipment back to me. To confirm the date I would receive the device he advised me to contact the repair centre directly.

 

I then proceeded to ring the repair centre, who then informed me that my phone actually had not been repaired, and could not be repaired. So I was misinformed by your online chat representative. There was also no contact from anyone at Samsung regarding the fact my phone could not be repaired. The repair centre claimed they tried to contact me, however they said they tried to contact me on my own personal number, how could I answer this, when my phone was at their repair centre. I provided no other number to contact me on because I was never asked to do so. All previous communication had been via email, so I assumed that is how they would contact me again, they did not. Had I not been constantly pestering for information it could’ve been even longer before I eventually found out my phone was unfixable. The repair centre said they then contacted Samsung and advised to get in touch with me for an Alternative Resolution, which again, they did not.

 

I had to contact the alternative resolution team. They provided me with a list of resolutions that were not acceptable. They would not provide me with a replacement of a galaxy note 4 again, the phone I had purchased and want. They offered me, an S6 edge, a phone over a year old or a refund of the current market value of the phone, which would leave me losing money and paying for a phone I did not have, so this was not an acceptable resolution either. They then proceeded to offer me a Samsung S7, an offer I reluctantly accepted as I felt I had no other choice. I wanted a Note 4 again. I asked for the S7 in Black, something again they refused to provide me with. They told me that the replacement would be with me within 7 days. It has not arrived. I also asked that they put all of this information in an email to me so I had proof and so I knew what was going on. They promised they would do this after the phone conversation. Again. This was not the case, I have received no email, and no confirmation that my phone was unrepairable so Samsung were sending me an S7.

 

As a result I have tonight contacted Samsung through the online chat option again, Session ID:- 6161560 asking for information on what was actually going on. The same representative from the first time was on the other line and apologised for what had happened, but it was still unacceptable. He advised me that the phone had been issued on the 20th July and yet I still haven’t received it. Considering my phone was picked up at the beginning of July and I was promised it back WITHIN 5 days, this is completely unacceptable that Samsung have taken this long to provide me with a replacement phone. Especially as it was a manufacturers fault with the camera in the first place and not my own.

 

Considering how much of a prestigious company Samsung is I am disgusted at the level of service I have received, which is very unfortunate because until now, I have loved and purchased many Samsung Products over the last 9 years.

 

In light of the fact that:

 

- The phone broke through a manufacturers fault

- I was promised my phone (or a direct replacement) back within 5 days and did not receive this

- Was contacted through no means, at all to be given information from Samsung regarding my repair

- When I contacted Samsung I was given misinformation and told my phone had been repaired, despite the fact it hadn’t

- When I tried to come to an alternative resolution, I was basically forced into a resolution I wasn’t happy with because it was the “best of a bad bunch” of options.

- They couldn’t provide me with the phone I wanted

- They couldn’t even provide me with the COLOUR I wanted, something that surely makes no difference to Samsung whether it’s black or not, why is this not an option

- This has been going on for almost a month

- I still haven’t received the phone (S7) that was supposed to have arrived already

 

I am deeply saddened that this has been the outcome, as previously mentioned I was in love with Samsung products and often promoted them to friends and family, but as a result of this customer service I have received I do not think I will be buying Samsung products again. If you search the internet for Samsung customer service reviews it amazed me to find that this was the case an awful lot. Such a prestigious company, should have a far better customer service.

 

I believe Samsung should provide me with some sort of compensation, or offer to “make it up to me” for this terrible customer service and the multiple issues mentioned throughout this email. This is not what I expected from one of the biggest phone manufacturers in the world. To say I am disappointed is an understatement.

 

I look forward to your response

Regards

 

 

Do you guys think I was cheeky asking for anything, and do you know of anyone ever receiving anything for the terrible customer service they have received?

 

Thanks in advance

Kind Regards

 

V

[dx100uk]

Who did you buy the phone from?

[Volcom27]

Who did you buy the phone from?

 

Got it from EE

[dx100uk]

Then under soga and the cra

They are your target ideally

 

How old is it please?

[Volcom27]

Then under soga and the cra

They are your target ideally

 

How old is it please?

 

So what does that mean sorry? Is there anything further I can do?

 

And not old, I got it when the 1st note 4 came out so around a year

 

Won't they just say it was a manufacturers fault? And it's the customer service I'm annoyed about as well as the phone breaking.