Samsung: I sent a working out-of-warranty phone to Samsu...
A Samsung customer review by GetHuman user ~babatjie from November 4th, 2017
Background on ~babatjie's case
GetHuman: ~babatjie - can you tell our other Samsung customers when your case took place?
~babatjie: Yup. It was evening, on October 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 ~babatjie a list of common Samsung problems)
~babatjie: "Account Access" was why I was trying to call.
~babatjie'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.
~babatjie: I sent a working out-of-warranty phone to Samsung for what I had been advised would be a free factory reset to resolve a minor software issue. Two weeks later, I received a bill for $**. When I called, rep kept insisting that out-of-warranty repairs must be paid for* I told her Samsung had promised a free procedure. She claimed repairs had been done and phone could not be returned till I paid for them. I asked to speak to supervisor and was left on hold for ** min. In * subsequent emails, I could not get anyone to explain what had been done that cost $**, or whether the invoice was actually a request to authorize the work. I kept receiving robotic emails saying it was standard policy to diagnose needed repairs, and standard policy to require payment. In the course of these contacts, one email said LCD was broken. No one could say if repair had been performed. I demanded to have phone returned* it arrived * weeks later without paperwork, LCD was fine but phone was no longer functional.
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?
~babatjie: I'd give them a two 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?
~babatjie: I'd give them a one out of five on communication.
GetHuman: And what about Samsung's ability to quickly and effectively address your problem?
~babatjie: For that I would say two out of five.
GetHuman: And finally- any advice for other Samsung customers?
~babatjie: 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 ~babatjie taken from his Samsung customer service problem that occurred on October 27th, 2017.