Exceptionally BAD CUSTOMER SERVICE The products are usually good, and I have had 4 mobile phones of theirs over the years which have all been great. My current device has a fault, so I asked for a repair as I am still in the warranty period. My repair was booked on 23rd June, and I was told that I would receive a courier pickup. I never received a courier pickup, or an email regarding booking a courier pickup. I went online via the Samsung site today to ask for help as my phone needs to be repaired and the so called customer service person (FAYE) on the webchat was extremely unhelpful and this is the message I received from her: "Thanks for waiting. For this, You may contact DPD via live chat 24/7 DPD (UK) - Contact Us Contact number: 0121 275 0500 Mon-Fri:8am-6:30pm Sat: 8am-4pm Sun: 9am-3pm* *Excluding bank holidays DPD (UK) - Your delivery experts. DPD (UK) - Your delivery experts. ‎12:20 PM As this will fall under their service, this is no longer out of scope. On the other hand, your requested collection is on 25.06.2025 kindly confirm it to them for further assistance." I asked her if she can please do this for me, as it shouldn't be up to me to book a courier collection for a faulty product (Z Fold 5) and FAYE said the following: "I'm sorry to learn that you're feeling that way about us. I will ensure that your comments are passed to the relevant team within Samsung so we can address any areas for improvement. I hope that you'll have a better Samsung experience next time." This generic response clearly shows that the person on the chat has zero intentions of helping. When I replied and said I am very unhappy with the poor service received, they ended the chat. It shouldn't be this difficult to arrange a simple collection for a repair of a faulty product, and I would expect much better service. I have the following ref. numbers from when I booked the repair, but now I am unsure as to how to proceed. Service order reference: 4286527421 Customer reference: 2142150160