Terrible Customer Service

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Samsung Galaxy S6 Edge+
★★★☆☆
2.5
From 2 reviews
50.0% of users recommend this
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Chrisgeorged's review of Samsung Galaxy S6 Edge+

“Terrible Customer Service”

★☆☆☆☆

written by Chrisgeorged on 19/10/2016

I bought a Galaxy S6 Edge to replace my previous Galaxy smart phone. After 6 weeks I noticed the back panel was broken (although the phone as always kept in a protective case). The back panel cannot be removed and is made of glass. I do not keep my phone in my back pocket, or treat it harshly, and I was disappointed that it was broken after just six weeks of light normal use. Samsung UK told me they would repair it under the guarantee, and collected it the following day. As more than week has gone by I telephoned Samsung who told me the phone is out of guarantee. I pointed out it was only bought 6 weeks ago and then they told me the phone was damaged. I explained I told them this when I called them. They asked if I had received an e-mail telling me it would not be covered under the guarantee - I have not received such an e-mail. I was told that within the next 28 days I should receive this e-mail, and this e-mail will give me a number to call to obtain a price for the repair. If I decide to pay for the repair it will take up to another 28 days to get it repaired. After paying £400 for new phone I do not expect it to break so easily. I was very unhappy about the customer service (or lack of it) from Samsung, and the total lack of effort to either contact me initially, or to reach a point where a decision can be made on if the (six week old) phone is even worth repairing. Don't buy a Samsung product as their customer service is terrible. The products appear to work okay, but if there is a problem all they want to do is to get you to buy a new one. The whole business stinks I'm sorry to say.

  • 1 - 6 Months

    Time Phone Owned

  • Screen Quality

  • Battery Life

  • Features

  • Reception

  • Style

  • Value For Money

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Chrisgeorged's Response to Chrisgeorged's Review

Written on: 22/10/2016

Update on this review:- Eventually I was called back by a manager the following day. I told him what I had been told and he said the information I was given was wrong. He told me that the glass back of the phone was not covered under the warranty. I explained the call centre told me it was, and if I had know it was not covered I would have taken the phone to the walk in repair centre in Cambridge where they could have fixed it in an hour. He told me that as I was promised it would be repaired under warranty he would examine the recording and get back to me later that day or the next day. The next day he called to say he hadn't checked the recording, but promised to do so an call me back the following day. He has just called and confirmed that the centre agent had told me it would be covered under the warranty, but they won't honour this and repair the phone. I asked why he has wasted another three days of my time checking the call centre recordings if they had no intention of carrying out the repair. He had no answer to that question. He told me I would have to pay for the repair, so I asked him how much would it cost (as Samsung have standard prices for repairs). He told me he didn't know but would call back in two days time to tell me. Now this was supposed to be a manager, and if this is the standard of managers in the company and the standard of customer service they offer in Samsung UK then avoid this company at all costs.

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