Samsung: Harder to get to than the Wizard of Oz
A Samsung customer review by GetHuman user GetHuman-tqsj from November 29th, 2017
Background on GetHuman-tqsj's case
GetHuman: GetHuman-tqsj - can you tell our other Samsung customers when your case took place?
GetHuman-tqsj: Yup. It was middle of the night, on November 27th.
GetHuman: Did you reach out to Samsung, and if so, how?
GetHuman: And which of these common Samsung customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-tqsj a list of common Samsung problems)
GetHuman-tqsj: "Device Support" was why I was trying to call.
GetHuman-tqsj's review of Samsung customer service
GetHuman: So how would you sum up your experience for GetHuman's Samsung customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-tqsj: Harder to get to than the Wizard of Oz
GetHuman: Can you tell the rest of us a bit more from what happened on 11/27/17?
GetHuman-tqsj: Service absolutely impossible.**I rented a home in San Diego, CA, planning to move our family from Guam, in Micronesia, to San Diego. Two parents, three daughters, two dogs, and two cats. **Based on ratings and research, I bought a Samsung washer and dryer online July *, **** from AJ Madison. They were delivered, and the landlady paid $*** for them to be installed* I subsequently paid her. **August *, ****, we moved into the house. The dryer didn’t work.**We bought a new Samsung dryer, and it has never dried a load of clothes. Not one.**I have documented every phone call and every service visit. In four weeks, hours of service visits, and ** phone calls I have spent *** minutes on the phone. That is nearly eight full hours on the phone. Times, dates, names, and conversations all documented.**Not a single load of laundry dried by my new dryer.**Samsung has finally and reluctantly agreed to refund the money for the dryer, but will not pay the installation and removal costs for the dryer that has never worked.
GetHuman: Let's quantify your experience contacting Samsung. On a scale of 1 to 5, how easy is it go get help on a Samsung problem?
GetHuman-tqsj: I'd give them a one out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-tqsj: I'd give them a two out of five on communication.
GetHuman: And what about Samsung's ability to quickly and effectively address your problem?
GetHuman-tqsj: For that I would say five out of five.
GetHuman: And finally- any advice for other Samsung customers?
GetHuman-tqsj: Call them early in the day or late. Don't forget any personal or account information you might need for Samsung to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-tqsj taken from his Samsung customer service problem that occurred on November 27th, 2017.