Samsung Customer Serivce !

dousland70

dousland70

dousland70

Associate
Joined
4 Feb 2007
Posts
110
Location
Plymouth, UK
I had to post this as i couldnt believe it when i hung up the phone!


A couple of days ago my 6 month old samsung SM245B devoloped a fault.

I phoned samsung customer service who agreed to send out a replacement. The replacement turned up today , i setup the new " refurbed " monitor to discover that the bottom section of the front casing was warped and left a gap of about half a cm to the actual screen! u could actually see the metal surround.

I phoned samsung back up to get them to send a replacement but to my disbelief the agent told me that i should expect this as the monitor is 2nd hand!!!

I asked him surely i should expect a monitor that resembles the pristine quality of my original monitor and that samsung must have some kind of standard so that the monitor you receive should be of a certain quality?

He replied that he didnt know the answer to that as samsung contract the repairs to another company. He also said i could send it back but there would be a charge for another so called rufurb unit.

After an hour of complaining he agreed that the unit will be sent back for inspection and then they will make a decision on whether i should be charged!

The agents attitude was also very rude and aggressive

Do you guys think i should make a formal complaint ?
 
Pretty bad service frm samsung tbh..... just sounds like he/she wasnt bothered today to work....

I think im gonna only go with hazro or dell support from them sounds spot on and hey u can even wait 1-2 weeks for a new brand new unit from dell I hear.....
 
I had several months of **** from Samsung UK when my CRT developed a fault a couple of years ago. They weren't rude, just completely incapable of actually doing anything to solve the problem (the problem being not having any refurbs available to send me). Every time I phoned I was told someone would call me back, and not once did they ever do so.

The impression I got was that everyone working there basically didn't give a damn.
 
That's utterly bizarre because I've never had anything except excellent service from them. You do know (and this has been mentioned already) that they send the parts out to be refurbished by a contractor?

In fact, I'd have to say that I've never actually spoken to anyone from Samsung. I fill out the form on their website, they send me an RMA number and a pre-printed label and I send the broken part away. Roughly 10 working days later a replacement arrives.
 
HighlandeR said:
Pretty bad service frm samsung tbh..... just sounds like he/she wasnt bothered today to work....

I think im gonna only go with hazro or dell support from them sounds spot on and hey u can even wait 1-2 weeks for a new brand new unit from dell I hear.....
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Not dealt with their monitors before but regarding a laptop I had back their customer service was ABYSMAL!! So bad I vowed never to purchase a dell product again.
 
Samsung may not be just 1 person , but that 1 person is employed to be a representative of the company and so should act with professionalism . if they have people with that attitude working for them they should be told hence why i will be making a formal complaint
 
HarryPainful said:
Why?

Samsung are not just 1 person, everyone is different and you get idiots everywhere in every walk of life.
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All the Call Centres I've ever been in recently (and I do a fair bit of Call Centre support) have very sophisticated monitoring and quality assurance practices where calls are routinely monitored by supervisors and supervisors get cut-ins if the overwatch computer detects raised voices or even certain unnatural speech patterns.

We are, of course, assuming the OP didn't phone up and act in a way that the Call Centre operator felt was unpleasant, but generally these guys are there to answer the telephone and field the phone-call. They get paid to answer the phone, and they tend to be consistent ("Corporate") in the way they do it. I'd be hugely surprised if they were rude to you and were able to get away with it undetected as the moment they went off script they were almost certainly being monitored and they are trained to defuse awkward customers, not be rude to them. It could be that if they played back the recording, the OP might be horrified what was actually said and how it was said.

If the OP felt the operator was rude, then they'll definitely take the complaint and investigate it ie. they'll listen to the recording, and I'm certain if the operator was rude, then they will be counselled/disciplined and an apology issued.
 
I'm guessing that the phone operator wasn't the only one who was rude during the phone call..

I feel sorry for these guys. They have a really sucky job and invariably deal with uppity customers who are always right.
 
WJA96 said:
That's utterly bizarre because I've never had anything except excellent service from them. You do know (and this has been mentioned already) that they send the parts out to be refurbished by a contractor?
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That's just making excuses. If the contractor is incompetent then Samsung shouldn't be working with them. Also it was Samsung who said time after time that they'd phone me back and never once could they be bothered.

The problem wasn't that they didn't have any monitors available to send me, the problem was that situation went on for six months before they finally agreed to upgrade me to a slightly better monitor they did have (the retail price difference was £10 btw). Six ******* months with no screen, do they really think that's acceptable? Obviously I'd long since bought something else by the time anything turned up from Samsung.
 
Just received my 226BW replacement and it's grand. Not a mark or scratch to be seen. Had no problems with their customer service either.
 
fish99 said:
Six ******* months with no screen, do they really think that's acceptable?
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I think the fact that you're already reduced to swearing in a technical discussion thread where we've all been perfectly civil to you suggests you might want to read 'How to Make Friends and Influence People' by Dale Carnegie. It's a really old book, but it is full of real things that real people do that can upset other people, and, in the 10 years or so I've been following it's principles I've found that I keep friends, make new ones more easily and get far better service in shops, restaurants and garages because I treat the people I'm dealing with as interesting equals, whose opinions and statements are to be valued and respected. I don't argue with people, I argue my point. There is a massive difference. Sometimes people really want to help, but can't. If you are understanding in that situation, they'll do their level best to do what they can, as fast as they can. If you act like a ******, then they'll probably not call you back because the last time you spoke to them, you were downright unpleasant.

Think about it - you have nothing to lose by reading that book.
 
WJA96 said:
Sometimes people really want to help, but can't
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This sentence must never be in a customer service training text book.

There is no excuse for getting bad service from ANY company (or subcontractor). If it's proven that you got bad service then CS people should be prepared to take the heat. Treat others like you wish to be treated and I know if I had a project that needed to be done in under a month and I took half a year with it then my manager would be all over me like an Essex bird full of Bailey's. Do as you say and say as you do. Providing CS to people is like making a promise, you break your neck if necessary but you get it done, that's what makes truly great CS! :D
 
WJA96 said:
I think the fact that you're already reduced to swearing in a technical discussion thread where we've all been perfectly civil to you suggests you might want to read 'How to Make Friends and Influence People' by Dale Carnegie. It's a really old book, but it is full of real things that real people do that can upset other people, and, in the 10 years or so I've been following it's principles I've found that I keep friends, make new ones more easily and get far better service in shops, restaurants and garages because I treat the people I'm dealing with as interesting equals, whose opinions and statements are to be valued and respected. I don't argue with people, I argue my point. There is a massive difference. Sometimes people really want to help, but can't. If you are understanding in that situation, they'll do their level best to do what they can, as fast as they can. If you act like a ******, then they'll probably not call you back because the last time you spoke to them, you were downright unpleasant.

Think about it - you have nothing to lose by reading that book.
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I actually never got angry with Samsung over the phone, so it didn't influence their level of customer service. I'm always polite and courteous on the phone. You can only phone up the same company so many times and have them fail to achieve anything so many times (not to mention the straight lies) without coming to the conclusion that they don't care. Honestly if you'd had the same experience you'd be just an annoyed. The sweary was for effect (it also quite obviously was not directed at you since you seem to have taken such offense at it) and if it puts people off buying Samsung, then that's what they deserve.
 
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