1 reviews | Active since Jan 2021
Shocking customer service and undelivered promotional offers
I purchased a Samsung Note 20 last year at the start of November on a buy and get promotion which stated it would come with a free TV. I have submitted my ID, TV license AND proof of purchase via the online platform and manually via email to ***. I have done so about 5 or 6 times now constantly being requested to send it again obviously some serious systems lacking if you cannot keep track of these documents when repeatedly submitted, makes you worry about data privacy with Samsung too. I have called the Samsung call centre who have escalated this more than once... I have been handed over to a promo company and back to Samsung about 4 times. I have sent countless emails which seem to now totally be ignored. I rep**** to an email thread I had with *** on the 14th of Jan requesting an update on this matter which I have been fighting since early November last year. I then got no response and followed up again on the 19th of Jan, still no response, I then followed up on the 21st of Jan and yet again still no response.
I called the Samsung call centre on the 19th of Jan once again and was told they have sent an email and escalated it and if I don't receive a response in 2 days I should follow up. Is this your level of service? Months down the line and I am still expected to FOLLOW UP WITH YOU? Should you not be following up with me?
In December I was even contacted by a woman from Samsung doing a routine quality call to ask me to rate their service, to which I rep**** shocking and explained the situation. This woman then assured me she would sort it out and get back to me and I have never heard from her since.
Honestly beyond shocked and disappointed with the level of service I have received from a brand as big as Samsung.
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 ZA
SS
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 ZA
SS
I called the customer care line who then told me I have to call the promotions line. I called the promotions line who then told me I need to call the online store. I explained to the agent I have called the online store before and they said they cannot track the order as it's a promotion. He was baffled by this answer AS WAS I AT THE TIME! I then decided to try my luck again and call the online store. When I get to the voice menu to select Audio and Visual for the online store and select it. The line drops... I have tried three times now.
Needless to say I am very much disgusted with the disorganization in Samsung and I will now rather move to another brand for purchases in future because this is beyond ridiculous. A call centre full of people with no answers.
I called the customer care line who then told me I have to call the promotions line. I called the promotions line who then told me I need to call the online store. I explained to the agent I have called the online store before and they said they cannot track the order as it's a promotion. He was baffled by this answer AS WAS I AT THE TIME! I then decided to try my luck again and call the online store. When I get to the voice menu to select Audio and Visual for the online store and select it. The line drops... I have tried three times now.
Needless to say I am very much disgusted with the disorganization in Samsung and I will now rather move to another brand for purchases in future because this is beyond ridiculous. A call centre full of people with no answers.