Complaint information
  • Author: cookie26
  • Date: 11.28.2013
  • 0
 (Votes #: 0)

Samsung - Complaints / Reviews / Scam Reports

This is a Complaint / Review about Samsung.

My Samsung Galaxy S2 had hardware faults after less than 18 months. I made several trips to the Perth Samsung centre only to be told they had no idea what was wrong. On the fourth occasion that I went there they finally told me there was a fault and they would replace the phone. I had the same hardware issue on that phone. I went back and was given another phone. This phone died as they were handing it over to me. They replaced THAT phone with another one (3x replacements).

This third replacement phone is still having the same issue (freezing, lag, unable to attach pictures to SMS, emails etc. unable to switch back on).

They finally escalated this issue to HQ in Sydney so that I could get a newer model phone. The Perth centre told me I would get a phone call in a weeks time advising me of the status of this escalation. I waited 2.5 weeks, no call. I called HQ up only to be told that "ASSAD" had given me a call and had given me several options and I had agreed to one of them. Apparently I had agreed to a S3 to be shipped to Perth Centre, however, I despise of the S3 and would never have agreed to that. Also I never spoke to anyone from HQ until that day.

I asked to speak to ASSAD but was told he was not in that day. I rang up over 3-4 weeks about 5-6x trying to talk to ASSAD. On several ocassions when the customer service rep heard it was me they would hang up on me. On other occasions I would ask to speak to ASSAD and was told he was busy or that he DENIED any wrongdoing or that he will not speak to me.

Finally when I threatened to make official complaints I reached ASSAD. He apologised for his error and stated that he must have confused me with another customer. I appreciated and thanked him for his apology. He stated he would get a S3 shipped out for me (apparently this had been reported as already been shipped but in reality hadn't been shipped at all) and didn't listen to my request that I ask for another model S4 and pay the difference. He said it wasn't possible. I then asked him for a refund for the faulty phone. He then said he would speak to his manager to determine if they could get me the S4. He asked me for my email address and stated he would get in contact again via email. I gave him my email but was not too certain whether he would do as stated so I asked him for his email. He refused to give it to me and said he would email me RIGHT THEN AND THERE. When he thought I was placated he ended the call. I did not receive that email from him AT ALL.

I called up 3 days later to find out what had happened only to have another customer service rep tell me that ASSAD "forgot" and that she would send it to me instead. I did receive that email and filled in all the appropriate forms for the refund as I was now sure ASSAD would not get back to me in re to the replacement S4.

I received a confirmation email from VOC SAWANT in re to my refund and it stated someone would get back to me in 3-5 business days. I waited 2 weeks no one called me. When I called them they stated that the refund has been processed and I just need to wait. I asked them what I need to do with my handset. They stated they will send out an express post satchel for me to send back the phone. I waited another week, no express post satchel was sent to me.

I contacted them again and spoke to Jordan, who was very helpful and apologised for all the difficulty I had. He stated he would escalate my complaints to his seniors to highlight my issues. He also sent out the self-addressed express post satchel to me. I returned the handset and luckily had also kept the tracking number.

Three days later I received a call from Samsung asking me to verify why they had my handset. I explained the situation to them and they said I had to make my own call to VOC to confirm this as the department who had called me had no idea what I was talking about.

I called VOC and they stated they had not received the handset. They are waiting to figure out where the handset had been sent to (the satchel was self-addressed) and I still have not received my refund yet. I have no phone nor do I have my refund and they have no idea where either is.

HOW can ONE company have such a shitty customer service team???
Very poor quality and I will be telling everyone I know about the last 6 months of bad experiences I have had (and will continue to have) with Samsung Voice of customer (VOC) department.

Each time I call I have to wait at least 20minutes to get transferred to VOC. Some days I wait 20minutes and then the line cuts out on their end. Other days it takes them that long to figure out if anyone at VOC is still there to take the call.
An average phone call to Samsung takes about 45minutes.

Shame, because their handsets are very good normally.

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Complaint author: cookie26

Offender: Samsung

Country: USA
State: All USA

Category: Electronics and household app.

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