This is a summary of the terrible customer service that my boss recieved from Samsung recently.
Prologue.
Samsung E710 gadgety phone purchased 22/02/04 all hunky dory.
Beginning September 2004.
Bosses daughters phone is not working correctly, it keeps switching itself off, other people ... Read review
Prologue.
Samsung E710 gadgety phone purchased 22/02/04 all hunky dory.
Beginning September 2004.
Bosses daughters phone is not working correctly, it keeps switching itself off, other people she knows have had this problem too with this specific phone.
Chapter 1
Grumpy daughter enters my place of work, declaring that her Samsung E710 is not working ... ...(contracted repairers of said Samsung phone). Hayes then send grumpy daughter a jiffy bag to return phone to them in.
Chapter 2
Yippee, 10 days later said phone appears.
Phone no longer switches itself off, hurrah, but oh! phone now displays limited service, very grumpy daughter now has to drive home to use phone, phone works at home but not at work, said grumpy one enters office, phone works for 5 minutes (quick pick ... more
This is a summary of the terrible customer service that my boss recieved from Samsung recently.
Prologue. Samsung E710 gadgety phone purchased 22/02/04 all hunky dory. Beginning September 2004. Bosses daughters phone is not working correctly, it keeps switching itself off, other people she knows have had this problem too with this specific phone.
Chapter 1 Grumpy daughter enters my place of work, declaring that her Samsung E710 is not working properly, boss contacts Samsung, who tell her to contact Hayes (contracted repairers of said Samsung phone). Hayes then send grumpy daughter a jiffy bag to return phone to them in.
Chapter 2 Yippee, 10 days later said phone appears. Phone no longer switches itself off, hurrah, but oh! phone now displays limited service, very grumpy daughter now has to drive home to use phone, phone works at home but not at work, said grumpy one enters office, phone works for 5 minutes (quick pick up messages, phone friends ooh stops working aaagh), said grumpy one even grumpier, so we phone Samsung from office, Samsung say "phone hayes (by now called ACR). Me grumpy now as left trying to contcat ACR, phone rings usual claptrap message ensues of how busy they are blah blah, after 25 mins get through pass phone over to disgruntled boss, explain fault to them and guess what jiffy bags annonymous on its way again.
Chapter 3
27th Sept phone gone, grumpy daughter using clapped out old phone obviously street cred gone down severely. 2 weeks later phoned ACR who state nothing wrong with the bloody thing so they are charging disgruntled boss £17.63 before they will release the phone, oooh now he's really pis*ed off, boss has no choice but to pay as if he refuses said phone will be destroyed after 14 days.
Chapter 4
2 weeks later
Jiffy bag arrives, grumpy daughter smiles (not for long) you've guessed it, limited service. Understandably boss is fuming, many calls to Samsung ensue, I need anadin as grumpy daughter whinges and whines continuously, conclusion of Samsung call - phone ACR, phoned ACR usual waiting commences, finally gets through and they say send it back.
Chapter 5
Phone becomming claustrophobic.
Off the poor little bugger goes again on 22/10/04 and comes back ( obviously traumatised by repeated insertions into brown bags) in 1st week of November, still limited service.
Chapter 6
The beginning of many calls starts again, the only good thing so far is that after contacting ACR, they agree to refund the cheque for £17.63 but still no working phone.
On getting through to Samsung to explain distress disgruntled boss told it was poor service and to keep hold of the phone, they would send him another jiffy bag aaagh and to keep hold of it until contacted (promised within 5 days) after they spoke to a superior. 5 days came and went and no returned phone call, so boss phones again (this time steam is visible), he is told that they( CUSTOMER CARE!!! ) cannot speak or put him through to a supervisor as they can only email them. Boss awaits call, 3 days later still no reply so 24th November phones again (meltdown occuring) and strikes gold someone puts him through to a senior customer care advisor (obviously rules changed) and he says the phone has to go back 3 times before a replacement can be given, but it is 3 times states boss, oh no he said the 3rd time doesn't count as they didn't do anything to said traumatised phone, so it has to be sent to ACR again AAAAAAGH...
Threats of CCJ's and letters to managment followed and so smarmy c/c operator said we are doing all we can, he can see how many calls have been made to them but can offer no explaination as to why none returned, so only option open is to return phone again, jiffy bag on its way.........
In conclusion to this I must add that if you own any large Samsung appliance and it goes wrong beware of gargantuan jiffy bags...
To be continued.........
29/11/04
Within 2 days of letter and copy of Ciao revew being posted grumpy daughter recieved a phonecall (home phone) from Samsung saying that they are sending her an E800 phone in replacement for the E710, now this is the phone that she didn't want when she purchased her E710 the reason for this was that it did not have the features she wanted and it was free with a contract, she paid £100.00 to get the phone she wanted and so understandably she is not happy with this but as the message was on her answerphone she couldn't reply as it was too late at night. So we have more calls to make to Samsung because she just wants the phone she purchased to be repaired to satisfaction or a replacement for that phone, not one that they are innundated with stocks of, like she said if that was the phone she wanted she could have got it free at the time.
Advantages: Well designed products Disadvantages: Lousy customer care!
...the web page and although Samsung have a number of charts to explain connections with many models, those two were/are not yet on there.
I sent an e-mail from that wqeb page, got no reply, sent another, got no reply.
I then wrote to Customer Care at the Chertsey address - you guessed it............ no reply, not even a 'get lost' acknowledgement.
I have since written again asking for a response to my original letter, that was 7 days ago and true ... ...trivial in the eyses of Samsung and yes if I had purchased from a dealer and not direct mail order, perhaps I would have had a mechanic do the installations for me.
Does that mean that only those who understand tech matters can purchase via mail order?
As far as I can see, still waiting for an answer to my query, the products are good, so I will give a good rating...............BUT as for customer care.........LOUSY! ...
COLNEBOY 12.09.2006
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Ciao members have rated this review on average: helpful Review of Samsung
Advantages: There are no advantages Disadvantages: time off from work to wait for repairmen, frustration with dealing with customer service
I purchased a samsung 46" lcd television in December at a price of $2,035.88.plus tax. Three weeks after i purchased I notices a line running diagnally across the top 1/3 of the screen. You could see it up close but not from the viewing area in the den. It went away after about a month. First week of May, the picture dies. Called Brandsmart USA and they said to call Samsung Customer Service. They gave me a number for their contract repair company--Eddie's ... ...still dead. Tech calls Samsung and orders another part. Next day Eddie's Electronics calls and says that Samsung will replace the TV because Samsung does not have the part in stock and Samsung would call the following day. NO CALL. So I call Samsung I talked to one of the rudest customer service reps I have ever dealt with in my life. I was told by the repair company that I would receive a replacement TV of equal or greater value if not in stock ...
ksearle58 18.05.2007
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Ciao members have rated this review on average: helpful Review of Samsung
Advantages: the price is reasonable and the design looks good Disadvantages: This DVD Recorder is very difficcult to use, the manual is very inadequate.
Visiting a Comet store is almost as exiting as visiting a funer al parlour. The staff walk around like zombies, sometimes they stop chatting to each other and ask "can I help you?" but their bored expression doesn't invite any dialogue. Their attitude is very anti customer, but wait, DON'T BUY ANYTHING, if it proves to be faulty you will really have a battle to gain any kind of satisfaction. I guess these poor people are paid peanuts, let's face it,it's all their worth.
I bought a Samsung DVD Recorder, when I plugged it in there was no front display or it was very dim. I returned the item to Comet, they kep it for a week and then told me the DVD Recorder met the manufacturers specification, Comet gave me the run around, re-directing me to other departments, who re-directed me yet again.
I rang Samsung and they described the problem ...
DISAPPOINTEDConsumer 01.10.2009
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Ciao members have rated this review on average: somewhat helpful Review of Comet (Shop)
I bought a samsung e900 pink mobile phone for my daughter for christmas after 3 months the screen turned white and would not work, I took it back to my local 02 shop (as it was still under guarantee) I explained what had happened and the lady said it would have to be sent of for repair by samsung, I received a phone call this morning to be told it could not be repaired and that it was water damaged and to collect the phone, we could not understand this and how it became water damaged I asked them for samsungs phone number (which they gave to me) and i rang them to be told they did not deal with 02 in liverpool they were not there engineers, I rang the 02 shop back and they said there engineer was Anovo and I could not have there phone number, I was lied too about the engineers and my daughter has a broken phone which i have to collect ...
faye_me 19.03.2007
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Ciao members have rated this review on average: somewhat helpful Review of O2 Shop
Advantages: The more you use the club the more you save. Disadvantages: Initially it seems expensive to join.
back a couple of years ago, I can definitely say that my membership has been good value.
I check their wholesale offers on a regular basis and I do appreciate the weekly emails of special offers. (I recently purchased a 40" Samsung LCD TV through the club for £499. The best I could come up with using the Internet was £557)
They also do guarantee to save you money on items costing over £100.00.
I'm not saying that this club is right for everyone or that it is the best thing since sliced bread however for me I like to know that someone have taken the time to research my purchase and that I am paying the best price. I just don't have the time to do more than a cursory check online, and I certainly don't have the time to check the high street stores.
I?m glad that I joined and I will continue to be a member. ...
spingbruce 29.04.2009
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