Bigger Systemic Problems in Samsung's Support Operation
Samsung were invited to correct any in the following sad tale that they thought was incorrect or unreasonable but they declined to comment.
We were keen Samsung mobile users since the first Galaxy S, but as the buyer for our company, I am now blocking all orders for Samsung kit – the amount of time spent on support, even on warranty goods, is just too high and they have no appetite for remediating very dubious practices by their support contractors.
When they receive a phone and somehow lose the service request details on their system, they just put the device aside, despite the details and customer contact details being included with the device. The customer is expected to chase this to ground and resolve it.
But you rarely get through to speak by phone to anyone in less than 10 minutes; Anovo and Samsung play customer ping pong by each claiming the other is responsible.
They recently sent me a photograph of damage and demanded £158 for repair before they would do the warranty fix. I was certain there was no damage – I’d only paid to have that device fixed 5 weeks before. When they sent it back, the device back, the damage wasn’t present. A closer look at the photo of the previous damage showed that wasn’t damaged as claimed either. Once might be an accident but twice seems like a scam.
Samsung knows about it, and they don’t appear to be doing anything about it. Meanwhile, the insurance claim has resulted in our premiums going up by over £300 a year.
Escalating is just another invitation for exasperation – they send Anovo an email and wait 72 hours, but they don’t follow up, or get back to customers, when that period lapses. Any other company caught so knowingly delivering a really bad customer experience would show a little contrition, enough to show they take complaints seriously, but not Samsung UK.
What businessman can afford to spend hours a day on the phone trying to get basic warranty repairs done on staff phones? Learn from our mistake – avoid Samsung.