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FordSydney, NSW
- 3 reviews
Very poor customer service
I placed pre-order for Samsung 20 ultra 512 GB on 29/02/2020 for delivery on 26/03/2020 but I cancelled the order 09/03/2020 because I lost my job, Samsung issued me with credit note on 16/03/2020 and that's it no money refunded and no way to contact them only email which I sent with only promise that they will pass it to the management and nothing happening, the order price is $3147.00.I never dealt with Samsung before this is my first and last time. Please keep away from this scam company, it's taking your money with zero customer"s service.
1 comment
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Anthony M.Greater Melbourne (Outer), VIC
no responsibility taken for an order of S20 value 2,249 dropped off by StarTrack to the Somerton sorting center
I get a new Apple iPhone evry year never had a problem with delivery or reliability of the phone I sorry I ever crossed path with Samsung customers are treated live rubbish once they have your mony
1 comment
KathSamsung
Sorry to hear of the negative experience you've had with us, Anthony. If you wish to discuss this further, would you be able to reach out to us via the link below, as it is our main point of contact?
https://www.messenger.com/t/SamsungAustralia... Read more
A member of our team will endeavour to reach back to you as soon as they can! Kath Samsung AUSimilar opinion? Write a review on ieatwords.com.au!
Great start
So, I bought my Q90 75inch in August last year. About a month ago I woke in the morning to turn the tv on and HDMI/ARC port and HDMI port 4 was no longer working. ARC was not detecting my soundbar at all, and hdmi was only showing picture in 640p. So after a couple of phone calls with Samsung support and going through troubleshooting they booked a tech to come out and have a look.
Fast forward a week, Tech arrives with a new mainboard for the one connect box and a new power invisible cable. Installs it, fiddles around. Not working. Samsung gav...Read more
e them a faulty board. Tech says they will get back to Samsung and see what they say. Tech arrives another week later, with another mainboard. Installs it, fiddles around. NOT WORKING. Samsung has given them another faulty board...At this point I'm just amazed. Tech tells Samsung that I'm not happy and would like a replacement one connect box. They will get back to me. 3 days later Samsung calls and I ask firmly that I would like a replacement box at least. The TV is less than a year old. They put me on hold for 30 mins (I kid you not) Come back and tell me they can't give me a new box but would like a tech to come and take the whole tv back to their workshop to work on it. Tech came and picked it up a week ago and that's the last I've heard. Wish me luck.3 comments
KathSamsung
We are very sorry to hear of the negative experience you have had with us. This is certainly something we would like to look further into for you. Would you be able to forward your enquiry to us via t... Read more
he link below, as it is our main point of contact? https://www.messenger.com/t/SamsungAustraliaThe TV was eventually fixed. But, with even more bad luck the Samsung soundbar I bought last year is not working. I've been through troubleshooting multiple times with Samsung and they are not escalat... Read more
ing my case. I've just been left in the dark with "Someone will email you about it" That was days ago.I'm completely fed up and the next step is Fair trading or ACCC.KathSamsung
Really sorry to hear about this. We would still like to look into this and provide you with an update. If you could forward your Samsung reference number to us via the link above with your review, we ... Read more
get back to you as soon as possible! Kath Samsung AUSimilar opinion? Write a review on ieatwords.com.au!
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Terrible Service
Literally the worst customer service I've ever been subjected to by any company ever. I was forced to endure multiple phone calls from departments completely unrelated to my complaint, all of whom thought for some reason I wanted to pay them money. Eventually after being batted from unhelpful A to incompetent B and literally back, multiple times, they eventually didn't bother resolving anything. Truly horrific customer service.
1 comment
KathSamsung
I am very sorry to hear that this was the kind of experience that you had received from us, Jack. I would certainly like to follow up on this, so that I can investigate further. Would you be able to f... Read more
orward your experience to us via the link below, as it is our main point of contact? https://www.messenger.com/t/SamsungAustraliaSimilar opinion? Write a review on ieatwords.com.au!
LucySydney, NSW
- 7 reviews
- 1 like
Fantastic and prompt service
I contacted the support centre due to an issue with my Samsung smart TV.
By the next day I had the repair company out at my home and the TV repaired.
Extremely friendly and helpful staff.
Called me next day to make sure I was satisfied with my repairs.
Highly recommend.
Regards,
Jaime
1 comment
KathSamsung
Fantastic to hear, Jaime. I will be sure to pass your positive feedback on to the team!
If you have any enquiries, please don't hesitate to send us a private message :)... Read more
Kath Samsung AUSimilar opinion? Write a review on ieatwords.com.au!
robertskeneGreater Melbourne (Outer), VIC
- 2 reviews
S7 Edge screen failure
The screen on my Australian purchased S7 Edge started to experience problems. It started out with the occasional green tinge appearing and after some time ended with the whole screen going blank or dark green. It would recover if left off overnight, but soon fail again. I took it into a Samsung store when I returned from overseas and was told the screen needed to be replaced. As it was now just over two years old, it was out of warranty I had to pay the full replacement cost. There was no damage to the screen (not dropped) and I see posts sugge...Read more
sting the green screen is a common hardware problem. If so why should I need to pay the whole replacement cost? Disappointed as this was not my first Galaxy and I had recently bought my wife one thinking they were durable phones. Received a reply from SamSung AU which was not satisfactory, claiming that it was out of warranty and they would pass on my concerns to their TEAM to improve their products. The problem I experienced was known, with many posts on the internet regarding the exact same problem. When I visited the Samsung store, they knew straight away without any testing what the problem was and the fix. The screen had no scratches of external damage. The phone was only just out of warranty period when the problem started and it was a $1,000 phone, not a $250 phone (the cost of the fix was similar to the purchase price of a new A series Samsung phone - which comes with a new screen). To add insult to injury the repair came with a 30 day warranty ... so are Samsung not even confident of the new screen or the repair? As discussed with the Samsung person who phoned, I would have thought that some contribution to the repair on Samsung's part was appropriate. But no they propose to provide feedback to their TEAM so that we can continue to improve their products ... patronising response. By the way Samsung don't bother telling the TEAM they already know about the screen problem. Disappointed, mostly about the response.2 comments
MickSamsung
I’m really sorry to hear of the experience you've had so far and that we didn't meet your expectations. If you wish to discuss this further, you can contact us via Product reviews private message syst... Read more
em but our best point of contact is to send us a PM on Facebook with a copy of this review and some more information. > m.me/SamsungAustraliaMick,
What more is there to discuss.
There is a problem with the screen known to Samsung and post warranty Samsung are not interested in meeting part of the cost of replacement for the defective screen, not damaged in any way by myself.
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SAMSydney, NSW
- 3 reviews
- Online store
- Verified customer
Brought Samsung note 10 plus s pen stuck. Worst Customer Service.
I contacted customer care worst expereince. Samsung company is best but customer service is terrible. Thst is the reason no one like samsung. I just bought it on last December 2022. My phone is on warranty. They told me I have to wait for two weeks for appointment and no walkin. So worst and humiliating. In apple customer you go they serve you. I am very disappointed with the customer service. I do not know should i take this matter further.
2 comments
AdaSamsung
We're sorry to hear of your experience with us so far, Sam. Bookings are essential prior to your visit. We do recommend taking your device to the nearest service centre so we can take a look at this f... Read more
or you. You can make a booking via the link below:Note able to book via auspost stuck on estimate cost. Does not work. I am ability to go via person. The only way i can do via Aus post.
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PeterNorthern Region, NSW
- Online store
- Verified customer
Samsung Won't Provide Warranty On S10e Mobile Phone Buyer Beware With Android Software Updates
I purchased a brand new Samsung S10Ee Mobile Phone 11/5/19 for $1097, thought I would be cautious and purchased an additional 12 months product care warranty to go with the 24 months manufactures warranty just in case.
The phone was working fine, on 5/1/20 ran a Samsung prompted software update, (prompts keep popping up), upon completion of this update the phone would not reboot. Got in touch with Samsung support, went through process of answering questions to identify the problem.
Amongst the questions I was asked by Samsung Support, were y...Read more
ou running a Software Update (I answered Yes) and did you lose Wi Fi during the running of this update (I answered Yes, we live in a rural area and this happens at times). I was then advised to send the phone in for inspection/repair. On 8/1/20 I get the following reponse from Samsung NSW Service Division. Our authorised repair agent has now had the opportunity to assess your Samsung S10e. The technician’s assessment confirmed your device displays signs of firmware tampering. As such we do not believe you are currently entitled to a remedy under either the manufacturer’s express warranty or the Australian Consumer Law consumer guarantees. What the???2 comments
KathSamsung
Hi Peter. Sorry to hear that this was your experience with us, it is understandable to be frustrated about what's happened. I would like to gather more information and investigate further into this. W... Read more
ould you be able to forward your enquiry over to us via the link below as it is our main point of contact? https://www.messenger.com/t/SamsungAustraliaHi Kath, I went through all of the proper channels in an attempt to get some answers on this including the Samsung Aust Messenger link on 10/1/20 Samsung Reference Number: 4297034655 without getting a... Read more
ny resolution on this matter nor have I received a response to any of my questions listed above from the NSW Service Division hence why I decided to leave this review above buyer beware. Regards PeterSimilar opinion? Write a review on ieatwords.com.au!
ellis jmelbourne
- 5 reviews
Do not buy anything samsung, hardware warranties are not honoured
Will make excuses to not honour warranties even for premium/flagship products, several horror stories already online. Please file an ACCC complaint if you a similar experience or this will keep happening. Paid $1000 for a new note 9 phone with 2yrs warranty only to have the SPen develop cracks and get jammed after 2 months with minimal use. Spoke with online support who asked me to travel to a store. Store said SPens aren't covered under the 2 year warranty(Even though they conveniently market the entire phone around the damn pen) and it counts...Read more
as 'accidental damage'!? (Even though it broke under normal use and I showed them complaints of several other people reporting the same issue and samsung offering free replacements in other countries and even a few in other Au samsung stores). Said I had to pay $50 for a new one or I could speak with online support again. Spoke with online support again and they suggested going back to the store to have them take another look at it. They also mentioned the spen actually has a 6 month warranty....(At this point I feel buying a chinese phone would have been less of a hassle/dodgy). I ask for an escalation which they did and said I would be contacted in 48 hours. No one contacted me and they did another escalation last week. Have yet to hear form anyone. Glad the pen became faulty when it did.. was about to buy a samsung tv just in the next week. Will be staying clear of their ecosystem from here on out seeing what their after sale care is like. Shame, this company has incredible engineers whose efforts are tainted by one of the most dodgiest business practices around.2 comments
MickSamsung
Thanks for reaching out to us, we’re really sorry to hear of the experience you've had so far. We’d be more than happy to investigate further into this You can contact us via Product reviews private ... Read more
message system but our best point of contact is to send us a PM on Facebook with a copy of this review and some more information. > m.me/SamsungAustraliaNo thanks, your support department has already wasted enough time on this. 5 escalations over a month and not so much as an email reply received, I had to contact support every time. This was the most... Read more
revolting experience I've had for a warranty at this price point. I will never own another Samsung product, and will make it a point to share this experience with every family member/coworker/friend/client who asks me for phone recommendations.Similar opinion? Write a review on ieatwords.com.au!
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TomSydney, NSW
- 2 reviews
great service
got in contact with online support during weekend since my TV didnt turn on. described the issue to the operator . although tv was out of warranty a technician was sent who replaced the power board, and TV is working again.
1 comment
MickSamsung
We’re glad to hear our support team was able to asssist you Tom!
If you have any questions, you can reach out to us through Product reviews Private messages or via Facebook messenger - please ensure ... Read more
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Samsung Fridge
Don't buy Samsung products. They are rubbish and their level of customer service is abysmal. During an online chat with one of their staff, they even admitted to me Samsung makes products to fail as they make more $$ from this than sales.
1 comment
MickSamsung
Thanks for reaching out to us, we’re really sorry to hear of the experience you've had so far. We’d be more than happy to investigate further into this. Our best point of contact is to send us a PM on... Read more
Facebook with a copy of this review and some more information. > m.me/SamsungAustraliaSimilar opinion? Write a review on ieatwords.com.au!
JaredGreater Melbourne (Outer), VIC
- 2 reviews
- Online store
- Verified customer
Ear bud redemption
What an absolute disgrace. I purchased the Active 2 and it came with a free redemption of a set of Galaxy ear buds. I sent my redemption email off on the 19.10.19 and received a confirmation email saying that my redemption was successful. After hearing nothing from Samsung for months, i called them today to find out what was wrong. To find out that my claim had NOT gone through due to a blurry receipt. Samsung made no effort at all to contact me regarding this issue. Absolutely disgusting that they just shuffled me under the rug and made to eff...Read more
ort to finish my transaction. Today whilst on the phone with there redemption line, i received nothing but rude manner from the man on the phone. I could not understand him at all and asked if he could please speak clearer and received nothing but attitude. Samsung as a company of your size i as a customer expect a lot more. I look forward to you contacting me about this issue.2 comments
KathSamsung
Sorry to hear of the experience you've had with us so far, Jared. This is not the kind of service that we pride on ourselves and it is certainly something we would like to investigate further. Would y... Read more
ou be able to send us a private message via the link below so that we can further assist you? https://www.messenger.com/t/SamsungAustraliaHi Kath. I have forwarded on a message to your link.
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MilanSydney, NSW
Worst customer service ever.
I purchased the active 2 where ear buds will be delivered as promotion. But they didn't bother whether delivered or not. When i tried the customer service keeps on stating than they have limited authority and sorry for unable to support. Repeatly stating the other department may take 72 hrs to response. Worst service of life.
1 comment
KathSamsung
Sorry to hear that this was your experience with us, Milan. As per the T&Cs, please allow up to 30 days for the dispatch of the promotion gift from when your claim was validated.
However, if this ha... Read more
s exceeded past the time limit, please don't hesitate to send us a private message with your claim redemption number so that we can investigate this further for you!Similar opinion? Write a review on ieatwords.com.au!
DPPMelbourne
- 2 reviews
Absolute joke!
I bought Samsung S9+ and unfortunately camera was not producing a result it should be and immediately went to Samsung store to get it fixed. After spending a week they found no problem ith the hardware and fixed the issue with some twicking in Firmware. But after sometime when samsung update came and the same problem came back. To and fro and finally tired, I went to Samsung store again and they found that there was minor manufactoring fault(!) which they fixed. I didn't mind till this point but only when I realised that phone started overheati...Read more
ng only after using the camera for 5 minutes and the heating area was near the camera. So, I sent the phone back to Samsung and asked for replacement as I was entitled for the replacement on the first place when Samsung checked the phone for the first time. Now, the case manager doesn't want to acknoledge the issue of overheating (even a kid can recognize the issue) and nor they are willing to accept that it was a manufacturing fault!!! Such a lier they are!! I have used Samsung phones for more than 7 years now and this incident is real eye opener. My advise, STAY AWAY from Samsung. Not worth spending over $1000 bucks for "flagship phone" when their service is near non to existence.2 comments
KathSamsung
I am very sorry to hear that this was your experience with us so far and I would like to investigate this further for you. Would you be able to send us a private message with your Samsung reference number?
Kath
Samsung AU
@Kath, I have sent the private message.
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- Online store
- Verified customer
Aweful
We sent our soundbar in to be fixed, got a ticket.Provided bill of sale and called every day and got different answers! Now weeks later we still have no answer and all we want is the exhange or ours fixed. We get a different answer with every call, can't believe this is happening! Now I have received a second ticket...just don't understand. All I want is a new soundbar...Sherrie
7 comments
KathSamsung
Sorry to hear of the experiences you've had with us so far, Sherrie. This is something I would like to look further into for you. Would you be able to forward your enquiry to us via the link below?
https://www.messenger.com/t/SamsungAustralia... Read more
A member of our team will endeavour to reach out to you as soon as they can! Kath Samsung AUI think I did send it to Samsung Australia community messenger
Or if you have a email for me.We thank you for responding. This is just so upsetting, we don't even want a refund, we just want a new one.we never even were able to use it.
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Still waiting Seven weeks after redemption for buds spent over $3000
I'm still waiting Seven weeks after redemption for buds spent over $3000 on phone and a tablets very poor performance, redemption validated 7 May, No communication about them, NOT Happy
1 comment
KathSamsung
I apologise for the delay on receiving your Galaxy Buds, Matt. As per the T&Cs, delivery of the Galaxy Buds can take up to 30 days. Once posted you will receive an email and a text message with your t... Read more
racking reference number with a estimated delivery time and date. If this does exceed the 30 day limit, please don't hesitate to send us a private message via the link below with your claim reference number, so that we can investigate this. https://www.messenger.com/t/SamsungAustraliaSimilar opinion? Write a review on ieatwords.com.au!
joshauSydney, NSW
Samsung promotion offers should be illegal
If you think getting your free item or piece of software with you Samsung purchase would be easy, think again. I purchased an SSD with a free game included and when I go to submit the claim, all i get is 'invalid serial number'. What a load of crap.
I have called and emailed many times and the customer service is useless and doesn't care about actually solving your problem, instead telling you to email or call again.
If you can't even sort out something so simple, why should people buy your products because there is no doubt you would not be able to receive service for anything major.
Seriously, what Samsung
2 comments
KathSamsung
Sorry to hear of the experiences you've had with us so far, Joshau. I would like to investigate this further to see what I can do for you. Would you be able to forward your enquiry and claim reference... Read more
number through private message via the link below? https://www.messenger.com/t/SamsungAustraliaI did this exact thing and you haven't done ANYTHING to fix it. I was asked to "try again" and that "we can't do anything to help you". This is TOTALLY ILLEGAL.
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LonGreater Melbourne (Metropolitan), VIC
- 4 reviews
Television
Easy to use. Instructions were easy to understand and this replaced an old samsung television I replaced for this new one. Tried and true Im with them til the wheels fall off.
1 comment
KathSamsung
Glad to hear you're currently enjoying your Samsung Television, Lon. Your feedback is greatly appreciated!
If you have any enquiries, please don't hesitate to send us a private message, so we can further assist!... Read more
Kath Samsung AUSimilar opinion? Write a review on ieatwords.com.au!
minijumbuk
- 3 reviews
Horrendous Samsung Warranty service
I had a horrendous experience with Samsung. Upon searching on Google, their rating on product review is 1.6 stars out of 5 for their warranties. Recently purchased Galaxy S10+ for over $1000. Phone restarts multiple times a day and apps would constantly crash.
I showed the problem to the Macquarie Samsung Studio in person and they agreed with me that there is a problem. Send phone back to Samsung service centre to be repaired and they said they found no fault. Gone back and forth a few times. They sent the phone back to me and problem still ex...Read more
ists. Sent it back again they still say no problem with it. I asked them to check with the Samsing studio staff that sighted the problem and they say they can't get in touch with them. At this point I'm angry and frustrated. I think theyre trying to make this as frustrating as possible so you just give up. Any one experience the same thing? Any tips on how I can get a refund or exchange? Can I go to fair trading to complain? How do you punish a dishonest business? Spoke with Kath and Richard. Both unhelpful. Stay away from samsung! Worst customer service Ive ever dealt with.2 comments
KathSamsung
I apologise for the experience you've had with us so far and I can see you were recently in contact with us from one of our social channels. To avoid confusion. if you have any further enquiries regar... Read more
ding the above, I would recommend contacting us through the appropriate social channel so that we can further assist you. Kath Samsung AUI've contacted Samsung through multiple channels and have not received any reasonable level of support until the phone was sent back for the 4th time now. Bought a brand new phone when it was released... Read more
, at a premium price, now after months of going back and forth, I still dont have a usable phone. All of this because the VOC team is not able to apply basic common sense when addressing a problem and didnt bother gathering relevant facts. Richard (VOC staff) told me "the studio staff didnt reply to my email" so he had to send the phone back without any remedy as if it was my responsibility to make sure their staff reads their emails. Not good enough! There is no confusion and this is not an "enquiry", this is a review of the disgusting level of customer service your company provides.Similar opinion? Write a review on ieatwords.com.au!
Rosco11South West, WA
Samsung earbud redemption JOKE!!!
Redemption for free buds has been declined. Have written 3 emails with no reply and tried calling customer service on 6 occasions to sort it out only to be disconnected every time. Have been a long time Samsung user, who will never buy another Samsung product. This joke of a promotion will surely lose more customers than it will gain.
1 comment
KathSamsung
I am truly so sorry we haven't been able to respond to you, not sure how we missed this and I would like to investigate this further for you. Would you be able to send us a private message with your claim reference number?
Kath
Samsung AU
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Questions & Answers
Lewis S.asked
I had purchased a Note 10 from a Samsung store on the 7th November during the time the earbud redemption program was active. I was in two minds of buying the phone but the free ear buds were an enticing proposition. I filled the appropriate online form with all the info required. I hadn't received any feedback as to whether my claim was verified A week later so I decided to call Samsung ear buds call centre. Finally a half hour later I got through and was told they forgot to inform me that my claim was verified. On the 13th of November my claim was verified. It has been stuck like that ever since to this day. Made many attempts to call but all calls were in excess of 20 minutes+ before the phone cuts out. As if this is a deliberate act to reflect the problem; keep them in the dark. The 30 day limit is soon encroaching and I highly doubt Samsung will honour their promise. This ear buds redemption promotion has Simply been a form of bait IMO to lure honest customers to their product and put these customers aside while Samsung continue doing business. No communication and no care for the customer's interests. My redemption number is, RDP0000136904. Lewis.
2 answers
AdaSamsung
Hi Lewis, there is currently a delay in the shipment of your promotional gift. However, you will receive an SMS from Australia Post to your registered mobile number with delivery tracking details once your promotional gift is dispatched.
Jo
Samsung AU
I appreciate your reply but why put this delay onto Australia Post. Samsung haven't even posted it yet to register. What a lousy excuse on your part. You and Samsung ought to be ashamed. I really expected better from Samsung.
hciyangasked
When can I get a feedback about my lost product?
I ordered water filter for my fridge through Samsung online as I thought it would be less to worried about. But it proved much more problematic.
I ordered the product online on Dec 28, 2018 and received a message saying it’s going to be delivered on 3rd Jan and I would be contacted before delivered. On Jan 4th and 5, I checked my mail box and front yard and there was no card or any package about the product but my order was marked as Delivered online. I reported this issue to Samsung via 1300 call last week twice and they promised me response within 48 hrs. However, I haven’t heard anything after 4 days passed. No update, emails or any feedback. This is the worst online purchase experience I’ve ever had in my life.
No answers
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AdaSamsung
Hi Ford, we'd like to look into this. Would you be able to send us a message to the link below?
http://messenger.com/t/samsungaustralia... Read more
Ada Samsung AU