Samsung

What has happened with Samsung's early mission statement "To be in every home and to make them all Samsung Homes" I was told this more than 20 years ago by a Samsung executive in their Head Office in Sole Korea.



I have watched the company grow and in many areas, exceed their competition in technology and manufacturing however, in the area of Customer Service - fail miserably. To read the poor customer service reviews is totally disappointing and detrimental to them exceeding their customers expectations and achieving their mission statement goal.



I am a retired Customer Service Manager from the Whitegoods Industry and I am experiencing the same frustrations pertaining to a resolution to service our Brand New Samsung dishwasher - 10 weeks after reporting the problem we are still waiting for a resolution????? Nowhere near good enough! Their problem resolution escalation process fails in every way, you cannot speak directly to a person in Head Office Sydney They are hiding behind a process to shield them from their CUSTOMERS!!!!! When I was working, our "BRAND" and our indirect customer (the consumer) was our priority.



I along with millions of consumers believe in and are proud of our Samsung Branded products and deserve to be nurtured a little when those products and service support fail to meet our deserved expectations.

I read with interest the negative review by ors. There is a common thread with each. Poor product and even poorer customer service. My unfortunate story follows. Seven months ago I bought a Samsung fridge model SRF 7500 SB. The cost is in excess of $4000. The beverage section has been replaced and now the 4 doors have condensation on the outside. A contracted technician has inspected the fridge with a report sent to Samsung. This is the second fridge that was a “lemon”. I have asked for a refund and advised Samsung my wife is unwell. The latest “BS” from them advises the matter has been referred to the head technician. Amazing rubbish as they already have a report but maybe it isn’t what they would like. I have spoken to a technician mate who has stated it is either the seals or worst the doors are a faulty design with the insulation failing. Samsung has indicated the repair is “quick and easy”. Not according to my mate. I have asked for the report but they continually defer a decision. It is obvious Samsung doesn’t care about its customers and ensure that transparency and accountability are foremost. I wonder if they have approached the contractor for a favorable report. It is a shame that the executives aren’t aware of these unfavorable reports as market share is surely impacted

Samsung reference number: 8219267687 : I purchased our new Samsung Dishwasher from The Good Guys Shepperton November 2021 to install into our newly renovated Samsung fitted kitchen however due to Covid-19, the completion date dragged on to the beginning of March this year. When unpacked (no visible damage to the carton) the dishwasher door was off to the left and catching on the lower kick plate - we stopped unpacking it and reported this to Samsung Customer Service on the 3rd March 2022 – The saga begins, because we purchased the dishwasher longer than 30 days ago, Customer Service would need to book a Service Provider to service the dishwasher!! OK, we live 200klms from Melbourne and 75klms from the closest Samsung Service Provider so the request was escalated to another level, a Samsung Service Representative phoned me and advised me that they would send a service prover to inspect the dishwasher and to send them a report on the fault – I advised him that I was familiar with the difficulties of providing service to customers products who lived outside the area of their closest service provider and offered (as we were travelling to Melbourne for Easter) to deliver our “faulty brand new dishwasher” to their Service Provider in Melbourne for assessment etc. – Whilst speaking to this representative, I heard a rooster crowing in the background and asked where he was calling from? The Philippines and from home due to Covid-19 was the reply, he then advised me that I could not take the dishwasher to their Melbourne Service Provider as the dishwasher was a in-home service product and that I could deliver it myself?? I insisted that this would save time and cost for them, and he refused saying that I wanted it all my way!!!! What the! – I told him that I am the customer and that I would be going out of my way – again, NO!

I am aware of Consumer Law and our rights pertaining to all purchases from retailers being fit for purpose!! Being a retired Customer Service Manager, this was an integral part of my knowledge to perform my duties on behalf of our Company, Brand and our Customers.

Weeks later, the Samsung Customer Service Provider arrived and found that our New Unused Dishwasher had a large crack through it (suspected from manufacture as there is not a scratch or mark on the dishwasher) and reported this to Samsung – They insisted that it is repairable and have sent a new base to the service provider with the “approval for extra charges to Samsung for the repair as the job will take more than four hours” I spoke to the Service Provider and asked when they would be able to travel back to our home (75Klms away) and unfortunately due to Covid-19, they are two men short and could not advise me of a date?? – I cracked it and delivered the dishwasher to the Service Provider myself yesterday (26th May 2022) work out the dates from reporting the issue to now.



Samsung!!!!! What are you doing??? I am aware of warranty failure rates and warranty accruals, costs of providing service and that Australia is a difficult country to do business in and that NO Manufacturer wants returned products as they often become total write-offs against their bottom line however, “YOU” cannot trade this way – it is illegal and is Totally Damaging to YOUR BRAND – There must be an avenue of communication for consumers to access an empowered Customer Service Person who is familiar with Australian Consumer Law and is BRAND conscious that can make immediate decisions to rectify any issues that fall outside Company Printed Process and Procedures. We all need Processes and Procedures, and, in most cases, they work!



Speaking to someone from Samsung Australia is impossible - I am a Samsung Brand Loyalist, we have our Samsung phone, Refrigerator, Washing Machine, Induction Cooktop, Oven, Printer and this Monitor – I am also in the process of updating our power supply to accommodate four Samsung Split Airconditioners for our home. Please do something about the disappointed Customers that have also written to you frustrated and disillusioned with your Customer Service Process.

Regards – Bruce

Samsung Australia, your company is a company of thieves. I ordered a tv online on the 25 March and as of today (01 May) still no tv. I've called 4 times, emailed 3 times, 4 web enquiries and emailed your Australian CEO and no-one has taken ownership. I got told 3 times it is on it way including an email with a delivery date which has been and gone. I'm going to contact Consumer Affairs Victoria this week to make a complaint. I've bought Samsung TV's my whole adult life but this has left a bitter taste. Twice I've asked for this to be escalated and yet still no tv. If I could give zero stars i would.

Samsung Reference: 3101010773

My refrigerator is not cooling up. I was advised to contact the Samsung Authorised Service Centre. I called the Samsung Authorized Service Centre again today. They mentioned the same thing again. Their technical can come to my place to check the refrigerator and he will charge $160+GST. If it is a minor issue, then he can get that fixed, however if he finds that the issue is with the Compressor, then he does not have technical expertise to replace the compressor.

So, my question is that despite the fact that Samsung compressors have 10 years warranty, do you expect your Customers to replace the Compressors on their own(as your authorized centers do not have the skillset).

I am pretty annoyed with the service I got from Samsung so far. I have sent multiple reminders to Samsung and King is not even bothered to reply to my email. WHEN CAN I EXPECT A REPLY FROM SAMSUNG AUSTRALIA TEAM?



EXTREMELY DIS-SATISFIED CUSTOMER,

VINAY HASIJA

I gave one star as that is the lowest available. I have never encountered such dreadful service as from your E Commerce Divison in all me business years. That everyone concerned refuses to show some regard for their Company good name amazes me. The reviews below say it all. Your staff must be able to get away with their total disrespect of customers without fear. I was told by Samsung support five days ago that I would be contacted by E Commerce within 24-48 hours to address the issue. Over one month ago I purchased a Galaxy S22Ultra. I received a message that it was being delivered on December 5th. Must be home to sign for the delivery. I waited home for the next three days. I tried to contact Samsung without any success. Ringing E Commerce allowed me to speak to an answering service. They told me they had to pass the information to a "back office". I heard no more. I decided to look for my parcel myself. StarTrack confirmed they had the parcel, but it had no street address. They could not fix the address without being advised by someone from Samsung. I again went back to E Commerce. Same result. After five days I again contacted StarTrack. Their support said Samsung had provided a readdress for the parcel. It was the same incorrect address as the original. No street address. The parcel was again returned to StarTrack lost parcels, and finally sent back to the sender, Samsung. I cannot believe the incompetence shown in this debacle. And now you say someone from E Commerce will contact me in the next couple of days? I managed a large Company which turned over $3 billion a year. I would be devastated if I thought any division was damaging our Company name with such poor service. I should have received a phone call weeks ago, and the problem would have been solved quickly and easily.

I would give minus stars if possible. Last month I bought online a strap for a 40mm Galaxy 4 watch, for which I paid $119. I was sent a strap for a 44mm watch. Since there is no return address on the website, or the paperwork which comes wth the purchase, i have several emails, and spent about 2 hours on the phone trying to get a refund. I am now moving on to legal action. DO NOT BUY GOODS ONLINE FROM THIS COMPANY

What a terrible experience dealing directly with Samsung. An order on line has been lodged months ago and the products are still not delivered. Trying to contact Samsung on their 1300 number is near impossible. Just so disappointed that the Samsung team don't support their wonderful products.

Don't recommend Samsung products if you have any enquiries after sale , they put you on endless auto generated queue... with no answers.

Heres a beauty for you. Ordered and paid for my Fridge Freezer online $2900 14/2/2022. Confirmed stock availability in Perth as Adelaide rails broken. Was told on the phone yes stock ready to go it will take 2-3 days for it to be delivered and that I could select a delivery time. I actually asked the woman to place the order- btw she was from Australia. She declined and let me to the members online shopping. I have a son, its a pandemic, its been over 40deg plus 35 deg huge humidity. Lost all the contents in my old freezer due to it not being delivered when promised. I chose a silver one whereas I could have paid $100 more and got one within 2 days from Online Appliance store. Well all I can say is that I have lost countless hours holding online. and they will return your call if you have been waiting 1.5 hours trying to get a manager and try and say its a 2nd transaction. Look I am a reasonable person but 15/3 again called only to be saying its just been despatched from NSW yesterday. 1 hr 8min. What sort of company is this??? There is stock in Perth just release that. NSW is under flood. What they are doing is inhumane, unprofessional and quite frankly BAD BUSINESS SENSE and practice. Off to report them to consumer affairs now given that I have lost income, food, time, and cost me more money as I cant freeze anything.... Shareholders and management need to listen to these reviews as this IS SHOCKING CUSTOMER SERVICE esp when they promise better service for Samsung members. ITS a joke