Horrible Customer Service - Samsung Customer Care

[Pooh_75 0]

Horrendous customer service of Samsung Contact Centre - My Experience

Please avoid purchasing any Samsung products as the service level by their customer care in Toh Guan is beyond description in the English language. Your new purchase may turn into a nightmare when it breaks down.

Last Saturday, I merely wanted to purchase a replacement remote control for my LCD TV which had broken down in less than 6 months. As such, I called them at 9.30am to check and maybe rush down to purchase (They open from 8.30am – 12.30pm on Saturdays, the only day I’m available to go down to purchase) .The customer care guy told me they have to email the parts department (they claim they can’t contact them via telephone) and that the parts department will call me within half an hour. Guess what, after making 4 calls back to Samsung over 4 hours, no one actually called me back to update on my enquiry and I was pissing mad after wasting a precious Saturday waiting in vain for them to get back. furious.gif furious.gif

My repeated attempts and request to speak to the customer service manager was also met with contempt. The customer service manager seems to be avoiding taking my calls and kept saying she will call me back but guess what? I have never heard a single word from them.. furious.gif

Only after my sixth or seventh call today (Tuesday), did I managed to squeeze a reply out of them on the status of the stock availability of the remote control. I really don’t understand why it is so difficult to check on the stock availability of such a common replacement part and why they need 3 working days to communicate with their parts department (apparently in the same building) and get back to us only after repeated attempts to push them for a reply.

Samsung products may be much cheaper than their Japanese counterparts but is it worth the small difference in price to have to endure such level of service should the product in your home breaks down, I strongly doubt so.. So, please think twice or even thrice when making a decision to purchase that nice LCD TV or appliances from Samsung that you’ve been eyeing. bottom.gif

[alanhim 0]

OMG ..... Hope I won't have to call them in the near future .....

[Violet Jen 0]

Oh there's terrible service.

[gumbokins 5]

well i'm just going to tompang to share my good experience with them...coz it can't be all bad.

my samsung LCD started acting weird a couple of weeks ago, and it was under already in the last yr of the 3 yr warranty. i was also dreading to call because i had a bad experience with them with my Samsung LCD monitors but to my surprise they picked up almost instantly, and a technician came down to my house on time 3 days later.

(btw the problem with the tv was i was experiencing colour bleeding..dark parts of the image would have red streaks and sometimes the left side of the screen would be all weird. the guy took the back panel out, borrowed an eraser from me and rubbed the points clean with it. and it worked fine -_-)

so i guess they don't have QC when it comes to their customer service..

[Cloudy 0]

my experience with Samsung so far so good leh..

that time my LCD spoilt, they came to my place, looked at it and replaced the back panel for me cos it was under warranty.

[alanhim 0]

I guess it just one's luck. Every brand should be the same la. If you happen to meet some good customer service officer you will get good service and like wise.