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Waldi N

1 reviews | Active since Jul 2009

27 Feb 2025, 16:02

Samsung has no customer service

I purchased a S25 Ultra with the MTN R3,000 eStore promotion. Upon receiving the voucher, it was limited to specific devices. I wanted to check the terms and conditions but that refers back to a 2024 promotion. I followed up on 11 February to ***, then on 13 February adding ***, then 14 February adding *** and ***, with no response at all. I added *** on 17 February and finally after adding *** got a call on 19 February. Now after several mails and calls explaining why it is a problem for me that they falsely advertised the promotion and then provided outdated terms and conditions i have received no response again in more than 48 hours. I am not sure how this multinational company strives for this level of customer service, but they lost me, with my whole family as a customer.

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Replies (2)
Samsung South Africa
Samsung South Africa's reply27 Feb 2025, 16:02
Official
Good day Waldi 

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 
  
We have noted your concerns, and we are currently investigating the matter further. 
  
Your complaint has been assigned to our escalations department and we will be in contact with you. 
  
 Kind Regards, 
 Samsung ZA
^KK 
WN
Waldi N's update03 Mar 2025, 13:58
Reviewer Update
I received feedback from Samsung. It is quite obvious that my mail was not read, as most of my questions were not even addressed. Even though the information provided by Samsung on the promotional material, and also on the members app, is incorrect they state that the onus is on the customer to do proper research, and that I had to dig deeper into their website to look for more information than what was provided. Furthermore, because this query has taken almost 4 weeks to resolve the voucher is also useless because the purchasable items are now out of stock. This is also hidden in the terms and conditions that Samsung did not supply to me, and they wanted me to further research as a good customer.