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Anthea U

1 reviews | Active since May 2016

11 Jun 2021, 10:01

Samsung, the worst customer service

Good day I recently got a Samsung S21 (March 2021) on contract and I have never been so disappointed with a Samsung product which I have been using for the last 15 years.

This is an email that I sent to Samsung at *** on 30 March 2021 to which I have received no response.

On which platforms do you advise that the ear buds AND charger head does not come standard with the phone and has to be purchased separately? I have never had a Samsung phone where there isn't a charger included! Samsung has really lost the plot with the products and offers.

Last week I found out about the Ear Buds and after struggling to use the Samsung Members App, today I am told that the redeeming of the ear buds was a promotion only till the 14th of March 2021 and I was told that I must now purchase it! And I must also purchase the charger head! This phone is already so expensive and these accessories are too!

Please provide me with Samsung's Complaints Department's in South Africa's email address or telephone number.

0
Replies (2)
Samsung South Africa
Samsung South Africa's reply11 Jun 2021, 10:08
Official
Good morning Anthea,

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. 

Regards, 
Samsung
:^SS
AU
Anthea U's update12 Jun 2021, 12:30
Reviewer Update
So Samsung sent me an email yesterday, they conveniently after almost 3 months found my email and advised that this is not their problem. I responded and told them that I asked for their complaints department's details to which I received a less than courteous response that somebody would be in touch. No matter how the upset a client is, a customer service department should be trained to be courteous! I received a call from the VOC department this morning (***) and all Vaughn Milton could spew out was 'Terms and Conditions' and that according to the T & C's I had missed the deadline for the promotion for the ear buds. My contract was upgraded on 3 March 2021. I explained to Vaughn that nowhere on any platforms was I advised that there was a 'promotion' or that I had to buy these buds if I 'missed' the promotion and again all he could do was quote 'Terms & Conditions'. He could offer no so solutions, oh wait according to him, he isn't offer any solution besides repeating the T & C's.
Again, I still haven't been given the details of the Complaints Department. Again the service from Samsung is absolutely disgraceful!