Name: Samsung
Address: 1000, Hillswood Drive, Samsung House, Chertsey, Surrey
Rating: 1.24

“I am so disgusted with Samsungs customer service. I brang my phone in to a the support centre in Wembley, London on 10th September. I was advised this would take 2-3 days. It's now nearly 3 weeks later and I've had no clear answer on when my phone will actually be ready and why it's taking so long. I've also had no courtesy updates from them. I've had to do all the chasing. Once I finally receive my phone back that will be the last Samsung product that I buy!!”

Helpful Report

Posted 9 years ago

“We bought an RSG500MH American style fridge freezer in 2012. In July this year the freezer stopped reaching the set temperature - called for an engineer on Aug 4th. Engineer said compressor was failing - he would order a replacement. A month later (2nd September) we got a call to say that replacing compressor would not cure the problem - he would submit a report. 9th September the fridge section stopped working. Again rang D&R service. We have chased up the repair quite a few times apart from the dates given, with absolutely no result except that we learned ours is not the only one to have this problem. For the last 18 daysour fridge has been a Halfords plug in coolbox! and we still have no idea what, if anything, Samsung are going to do to resolve the issue. There is clearly a design or manufacturing fault - the whole unit should be replaced FOC, particularly in view of the appalling service. My advice to anyone would be don't touch their products with a bargepole.”

Helpful Report

Posted 9 years ago

“We bought an RSG500MH American style fridge freezer in 2012. In July this year the freezer stopped reaching the set temperature - called for an engineer on Aug 4th. Engineer said compressor was failing - he would order a replacement. A month later (2nd September) we got a call to say that replacing compressor would not cure the problem - he would submit a report. 9th September the fridge section stopped working. Again rang D&R service. We have chased up the repair quite a few times apart from the dates given, with absolutely no result except that we learned ours is not the only one to have this problem. For the last 18 daysour fridge has been a Halfords plug in coolbox! and we still have no idea what, if anything, Samsung are going to do to resolve the issue. There is clearly a design or manufacturing fault - the whole unit should be replaced FOC, particularly in view of the appalling service. My advice to anyone would be don't touch their products with a bargepole.”

Helpful Report

Posted 9 years ago

“9k ecobubble washing machine purchased February 2015 has stopped working. a 'lily' of the field that does not toil nor does it spin. Days of conversations with the 'help'line to no avail - just reiterating the same old box ticking spiel. I find out on the third day that they have a fictitious purchase date and that is why they are being sticky about sending an engineer. It is like doing business with the speaking clock! It was the most irritating experience I have had in a long time. However good the product, I wouldn't buy another because if there is any kind of problem it is like trying to push treacle uphill with a pin to get it resolved.”

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Posted 9 years ago

“I called Samsung customer services due to a fault with my fridge freezer. After 20 minutes on the phone expaining several times what the problem was I was told that I would be contacted within 24 hours with an appointment time and date. 36 hours later after having no response I called back again explained my problem again to be told thay had no details from my original call. I went through it all again and he decided to put the phone down on me. I then called again, went though all the details for third time and was told to email a photo of the faulty part to technical service which I did. A week later I recieved a call from Samsung customer services arranged an engineer visit for the next day but as the conversation developed it was change to 'he might call to your house or he may just phone you to ask what the problem is. So now I am left in limbo having to wait in for a visit that might not happen. Worst customer service ever, I will never buy from Samsung again”

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Posted 9 years ago

“Took delivery of fridge freezer. Damaged on delivery. Been told it will be up to 8 weeks for refund and might not get it all cos it might be my fault!!. (It was £1000!) What a joke!! Go to a shop. Don't buy from Samsung shop. Dishonest.”

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Posted 9 years ago

“Custer service does not exist. Please do not purchase any applicance. Have had a brand new non-working dishwasher for 7 days. Samsung is dishonest with bad products!!!”

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Posted 9 years ago

“Oven smells of burning. You'd think that was priority wouldn't you? You know, catch fire, burn house to ground, charred possessions and pets..... Especially when it is well within warranty. Well, think again. Samsung apparently couldn't care if it goes up in flames. I reported a fault on 15/8 and then had no oven until an engineer came out on 3/9 and didn't have the right parts but told me it was Ok to use in the meantime.. OK? It glows bright red and looks like Dante's Inferno with temperature over 250 on an oven thermometer when it is set at 150. Anyway the engineer is due today, good thing I came home from work early specially eh? Only he isn't beacuse he's re-arranged for Friday ( and, guess what I'm going to have to take another day off.) The 'support centre are going to call me back though - oh, wait, no they aren't after a 3 hour wait. And now I'm on hold ( again) listening to a cheery voice telling me how fantastic their products are. Liar.”

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Posted 9 years ago

“bought an echobubble washer less than 2 years ago. Now keeps stopping mid cycle. No fault number comes up. Been on to samsung 4 times over the weekend. Still no further forward. Pain over £900.00 for this washer will not be buying samsung again.”

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Posted 9 years ago

“Taken my phone as told by Samsung to the Samsung experience shop bradford for repair tried ringing them now for around 9 hrs can't get through a day they have had my phone 2 weeks now”

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Posted 9 years ago

“I contacted Samsung Technical support in July 2016 regarding having issues with my new Galaxy S7 Edge phone, screen freezes, Volume very low could not here the other person call, battery issues. They confirmed by letter that phone has been tried and tested by Samsung Authorised Repair agent. I can confirm none of above issues were sorted out, still have issues. I contacted Samsung head office, that were not vey helpful at all, they requested I contact Technical support for the phone to be collected and repaired again. I requested on numerous times for my S7 edge to be replaced, they refuse to do so. This complaint is still on-going as of 1st September 2016. I would never recommend Samsung to Anyone.”

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Posted 9 years ago

“Mobile phone stopped working after 9 months. Picked up by Samsung repair and told it would take 2 to 3 days to reconfigure software and return. 5 days later I called only be told that it as still under repair as the Samsung repair unit was overwhelmed with faulty products (hardly a ringing endorsement of their products). 4 days later I called again - sorry we were waiting for parts (though previously told no parts were required) but these had now arrived and the repair unit confirmed that the phone would be with me on Friday (19th August) at the latest, no fail. Surprisingly it did not arrive! Called on Monday 22nd to be told that it was now in repair but could not tell when it would be delivered, followed by two further calls with same response. Now on September 1st (4 weeks since they received the phone) I am informed that because it had taken so long they had decided the phone was not repairable but they were waiting for a form to send to head office to authorise a replacement phone for me but the form might take 5 working days to arrive after which there will be a further delay waiting for Head office to send authorisation. It is now 4 weeks despite, Samsung Warranty guaranteeing 5 days, and probably will take another 2 or 3 weeks before I have phone replacement. Never buy Samsung products if you cannot do without it for a couple of months if it goes wrong. The conditions of their warranty is not worth the paper they are written on.”

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Posted 9 years ago

“Bought a curved Samsung TVs that randomly turned green screen on tv Netflix and DVDs player all customer services did was run me around in circles for months the repair people who picked up the TVs apparently didnt have the fault For the 14 days it was with them. I had an indipendant look at it and diagnosed a main board problem. Claiming on card as Samsung don't recognise anyone else finding fault . RUBBISH”

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Posted 9 years ago

“We bought a Samsung washing machine it is only two years old with a five year warranty. Machine stopped working called the Samsung team were not very helpful then another number for the repair centre . Engineer was booked a week later ! A week then cancelled as he was ill . Booked again for a weeks time! Still no machine shocking customer service especially from the repair centre ACL Domestics ! Very very unhappy customer and still no washing machine !"..Will never ever buy Samsung again ! Rubbish !”

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Posted 9 years ago

“Joke 2 hours in Samsung Trafford center to be to the board in s7 is burnt out but there not a Samsung shop its car phone warehouse the lad said!! All he van do is sent it off wait 28 days with no phone. I would never get a Samsung again. Not help full at all”

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Posted 9 years ago

“I purchased a Samsung american style fridge freezer since i bought it it has a fault with the ice maker when you phone them if you can get through ,if you can hear them and if you can understand them ( I can not ) they finally came but i had to loose a days money to stay in for them because they told me they only do an all day time slot ( great for Samsung ) fixed the faulty part ,after 2 weeks the same thing happens , not making ice ,so rang them again and same ,after 45 mins on phone had to wait a week for them to come ,they did,then 4 weeks later the same thing happens again ,to cut a long story short they have come 5 times to repair my £2000 fridge ,and now its happened again ,the engineer that comes says we should get a new fridge as this is a joke and keeps happening ,so after more frustrating hours on the phone they finally agree for us to replace the fridge ,so after me having to send many emails to samsung and photos of the original receipt they promised i would here back from them within 5 working days ,so 2 weeks later now and have not herd back from Samsung, so I've got a £2000 fridge witch does not make ice in this lovely hot weather were having ,Samsung has the worst customer service i have ever had to deal with,once they have your money they do not care ,will never ever buy a samsung product again .”

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Posted 9 years ago

“Dear Samsung customer service I bought a phone Samsung J7, after two months of use the phone completely stopped working I went by the agent in Egypt Giza pyramid, and after receipt of the examination, I called to ask about the phone a week later and the response was that the phone needs to change the control panel and this cost me 850 pounds, and the response was shocking me as the device is still in warranty and asking about the reason for that was the answer machine are the remnants of water and it was shocking Li also where I'm sure that the device is not at any time offer for water, he said Li Ahtma be sweating during use and this is not true and There is no evidence of that. Contacted customer service to express my dismay and the answer is you have two choices to go to hire and pay costs or relive the phone as expressed my dismay from this post and I will address my complaint Samsung Global's where I user phones Samsung I and my children and all my relatives and trust the brand and the response was do what you wish. Now I feel very resentful of the agent in Egypt and the deep disappointment of hope. Please Help -- Thank you and best regards Said Adly +201002614078”

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Posted 9 years ago

“Customer service is just shocking. The way they treat people on the phone is just disgrace. I ordered two wearables and it was meant to be delivered on Monday. Delivery failed, no note that they tried to attempt to deliver goods, was left. Online it says delayed. Spoke twice with agents on the phone, soo rude and disgusting attitude. feels like you speaking to a robot. when they feels that it is not going anywhere they just keep repeating the same thing. They constantly keep interrupting you therefore not really paying attention to what you saying. they values are in the wrong place and they are not customer oriented. If i was treating my customers like that, i would of been fired. now when i said to not bother sending me an item but give me my money back, they said that it will take 10 working days as they need to inspect the package. explained to them that i have not even touched it so i cannot see the reason for such a long time to refund my money. now it has been more than a week since i ordered the item. i have no goods neither money.”

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Posted 9 years ago

“I tried to buy a phone (a birthday gift ) i placed my order 3 days ago and i am still waiting to be dispach.(isn't sounds like next day delivery)...i don' t need the headset anymore .”

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Posted 9 years ago

“I bought a Samsung combination microwave from John Lewis that had a 2 year guarantee. The first time I went to use it as an oven, it cut out after only 20 minutes at 200 degrees. I thought this was just a glitch but when it happened twice more I called John Lewis. I explained that the oven/microwave completely shuts down - no lights nothing and I was asked stupid questions by JL about what I had done to try and fix the issue!! How can you fix what has no power? So they eventually directed me to Samsung. Another 20 mins call asking the same stupid question and I asked if an engineer could just be sent and was told if there was no manufacturing fault I would be charged - no problem, there was a fault! So he came, replaced the fan, left and I rang back within a week to report the same problem. Samsung agreed to send a replacement. Got that, same issue, another 15 mins call to JL and then redirected to Samsung 'who had to just check my file' and another 5 minutes later she says, what have you tried to do to fix the problem!!! So now I wait again all day for the engineer to come and replace the fan and no doubt I will be ringing Samsung again tomorrow. I will not be buying another Samsung micro/combi because this seems to be a common fault and customer services took 20 minutes to agree to send out an engineer. With call centres in 'wherever' there is a lack of language skills and lack of common knowledge to help the customer. I am not impressed with Samsung customer services for appliances, although my TV has been thankfully not developed any faults - yet!!!”

Helpful Report

Posted 9 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 54%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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