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

“My Samsung S6 started operating itself so I rang Samsung support and was told to visit the Samsung store so that they could diagnose the phone and hopefully repair it. I went to the Samsung shop on the 24/09/2016 and received an email from Samsung on the 27/09/2016 stating that they were unable to fix the phone so, as a result they'd replace the device and reassured me that they'll be in contact with me within 3-4 days and the whole process should take 2 weeks. It has now been 4 weeks and they haven't even had the courtesy to ring me just ONCE forget sending out a new phone. I've rang them 3 times in that 4 week period and I keep getting the same reply that it needs to be confirmed and processed from the head office. Does it really take longer than 4 weeks to send out a new device, forget sending out a new device, to not even get in contact with the customer whose phone you are dealing with? They've caused me a lot of frustration and stress as I've had to use my brothers phone whilst mine was out for repair and they worst thing is that they haven't done anything about it. I've had to ring them and wait on the phone for hours on hold only to be told another lie, All I want is to get my phone back, but that seems to be impossible with these people. The staff at the repair centre I'm dealing with are very blunt and just defend themselves by saying that there's nothing they can do about it and that they're waiting on the head office. I've always bought a Samsung phone, I've had every phone in the S line starting from the S2 up till the S6 and I would buy their products in a heart beat. However, the customer service for these products, at least in the UK, is dreadful. How can a company that wants to be at the very top and challenge the likes of apple provide such a awful customer service? HEY SAMSUNG - I WILL NEVER BUY ANOTHER SAMSUNG PRODUCT AGAIN. PRODUCT WAS GREAT. BUT YOU DON'T VALUE ME ENOUGH TO WARRANT MY LOYALTY.”

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Posted 9 years ago

“My new Samsung 7 Edge started overheating - and the Samsung shop advised that I should sent it directly to Samsung. It was sent via courier on 19 September. I was told by Samsung that the parts would be arriving on 25th September, I phoned after that and was told that there system hadn't updated, but the parts were probably still being checked in. The next day I was also told that the system hadn't been updated. During another phone call later that week, was told that the parts actually hadn't arrived but would really be arriving on 10 October. On 10 October I followed up and was told that they couldn't get the parts and I was then offered a new phone - was told that it would be arriving within 7 - 10 days. Now its the 18 October, no new phone. Phoned Samsung and was told....(wait for it....) they they never raised the purchase order properly and that a new 7-10 working days waiting period would now apply. Please consumers, take note, I have supported Samsung my whole adult life from mobile devices to fridges - it ends here. Beware of the 'sales pitches' - Samsung Service is ATROCIOUS!!!”

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Posted 9 years ago

“thrives thrives theives never buy a Samsung product the warranty they off is a con”

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Posted 9 years ago

“Worst problem solving ever! I have send my Galaxy S 5 for repair to Samsung, got it back with out problem solved (actually they haven't looked at the right issue), then send it back again and .... never got it back! It is now more than 15 WORKING DAYS since they say my phone left their office! Samsung use UPS for collection and delivery. Samsung say that it is UPS responsibility to find the lost package ( fair enough) and compensate me with new phone or money for a new phone! UPS say that they have nothing to do with me, whereas Samsung say they are not going to compensate me as they haven't lost my phone... What can I do?! Who will bay me a new phone?? Unbelievable demagogy , negligence and attitude! I'm switching to iPhone!!! From experience in family I know - their customer service is proper one!”

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Posted 9 years ago

“I bought a Samsung ATIV Book 4 15.6 i5 in November 2013 and it came with a Samsung FastGuard 3 year warranty which developed a fault last month. I then tried to claim under the warranty and met a wall of lies and obstructions. First of all they denied that the laptop was still under warranty and asked for proof. I provided the proof and they denied the proof was sufficient giving me a long list of reasons why it wasn't sufficient all of which were untrue. Finally after threatening legal action, they agreed that it was covered by the warranty and their warranty firm Digicare collected the lap top.After a week Digicare advised that they couldn't get the parts to repair and that Samsung would get in touch to advise of an "alternate resolution" within 48 hours. But they didn't get back to me. When I contacted them they told me it would be 3 to 5 days, but given my experience so far I am not expecting anything. My big concern is that as Samsung no longer make laptops they might give me a deprecative refund which won't be enough for me to get a new laptop. Watch this space. It seems to me their customer service is all about making claiming on a warranty impossible, which is worrying given their published reliability issues. My advice don't buy Samsung, don't take out an Samsung extended warranty and I am now even considering Apple, at least their customer service is better.”

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Posted 9 years ago

“Having upgraded to a new Samsung Galaxy S7 in May, the phone have developed a fault in that it continues to turn its self off. It has been returned to Samsung twice, and on both occasions we were assured that the problem had been resolved. The last time they returned it too us it would not even turn on. More phone calls to Samsung, who have the worst customer service team I have ever dealt with, only to be told that the device must again be returned too them. They have flatly refused to replace the handset despite it only being 4 months old. Never again will I ever buy another Samsung product. Just read in the news that they have had billions wiped off their share price due to the Note 7 catching fire - GOOD - hope they go bust!”

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Posted 9 years ago

“Never ever in my life have I ever received such a horrible customer service. I'm not even angry anymore.. I'm just sad. After waiting for three weeks I finally got my much expected 65" TV, and guess what? it's defected and won't work. But wait, that's the easy part. where my heart ache really begins is when I called Samsung's appalling customer support. My journey with them began with a lady who told me that if they send a technician and the TV is indeed physically damaged, the warranty will not cover the damage. So, in other words - I will have to pay for a repair even though I got it in this current condition. Amazing! Then after yelling my heart out, a "team leader" called Francis told me he's going to help me find an immediate solution and that the warranty is good for it, but wait! the called was dropped and guess what? after calling again Francis is nowhere to be found.. now lets continue the journey with another representative who told me that I would have to be transferred to the E-commerce department since they are only technical support and they don't deal with that.. Guess what happened then? you know it... the call was dropped. As I'm writing this I'm with another support agent who says he'll transfer me to another department. so stay tuned folks! lets see where this roller coaster of fun, broken dreams, tears and hope takes us! Yours, Daniel P.S - by the way, just in case you didn't get it - stay the hell away from Samsung, their products and most importantly their customer service.”

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Posted 9 years ago

“My phone that I purchased in Feb this year has a virus. It is taking a month to be returned to me. I have been advised that the repair shop is waiting for a part . I have been offered no replacement, nothing. I rely on my phone for many things. I have previously had iPhone products and never had such bad customer service.”

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Posted 9 years ago

“Spent nearly 30 minutes on hold after waiting 15 minutes for someone to answer just to be told he wants sure what was wrong and to look online! Waist of time!”

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Posted 9 years ago

“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!!”

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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.”

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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.”

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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

“I took my S5 mini to Hanley service centre as I had no network. Kelly dealt with me on the first day and I can say her customer service was exceptional, such a pleasant and helpful lady. My phone could not be completely repaired as they had to send off for a part. I collected it the next day and Roxanne dealt with me this time and her customer service was also exceptional, so helpful and friendly. A big thank you to Cristi too who repaired my phone. Such a pleasure to find people who do their job so well, can't thank you all enough for your help.”

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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

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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