Samsung Complaints procedure

jeanx63

We have spoken to cust support for faulty laptop and asked where they were located as I could not place their accent, they spoke too fast using tech speak and couldn't understand them....then they told me they were located in Egypt....that's half the problem

jb66

Cant find a complaints procedure either, dont think there is one

wealdroam

From https://www.samsung.com/uk/info/contactus.html (click on View Contact Information under Corporate Contacts):

Contact Information for Samsung Electronics UK Head Office

Company : Samsung Electronics (UK) Ltd
Address : Samsung House
1000, Hillswood Drive
Chertsey, Surrey KT16 0PS
Tel : 01932 455 000

dsc2302

If anyone reads this and has been through the mill of customer services and the escalations team at Samsung there is light at the end of the tunnel.

Won't go into detail but after serveral months dealing with people who are not able or allowed to help I lost it and demanded to to go up a level. I was passed on to the Samsung Executive team based in their head office. These guys certainly have greater latitude when it comes to descision making and if you have a legit complaint they help. This info is not listed on their website and they do not publish a complaints procedure, just like they don't have a complaints department.

They are available on 01932 455 788

and their e-mail is uk.execoffice@samsung.com

Samsung Electronics (UK) Ltd
Samsung House
1000 Hillswood Drive,
Chertsey, Surrey
KT16 0PS
United Kingdom

Hope this helps

Good luck

chefandy

Not surprised to read about samsung service center problems and issues with the customer service....

Been promised retuned phone calls only ever got 1 to say say no progress maid,
Each time I phone I get thobed off with the same story that they are waiting for a response from the escalation team and unipart at reading....

History is sent a s4 away for repairs got an ace back this was near 5 weeks ago I reported the problrm nearly 4 weeks ago now... was told 3 weeks ago phone by samsung that unipart had found it but never heard back from unipart for delivery so contacted them to told for the second time thst they did not even know the phone was missing...

Feelin very anoyed that no one can tell me anything useless...

Any sugestion of who to contact... ive emailed the addess they gave me and also watchdog. I also contacted there head office who it apears transfered me bsct to the service center...

HELP

lesleyrose

Beware of Samsung I purchased 2 galaxy 4s phones for my hubby and self mine was only short of the 4 week period when the problems arose to cut it short after 5 weeks of the runaround from technical admin and so called managers wanting me to do their job which I did I am still no further on ... I am paying £29.99 per month for a product I cannot use and have been forced to buy a pay as you go phone which is costing a fortune phone been in for repair 3 times now and always came back worse than sent ... The last time telling me it was not my SIM card but my NUMBER unbelievable !!! The staff talk like robots saying I know how you feel no they don't ... Oh how I wish I had never got rid of my iPhone I am a 56 year old grandmother and have purchased many items including washing machines , mobile phones fridges etc ... ANYONE reading this be very very aware of samsung the worst company I have ever dealt with in every way negative

lesleyrose

lesleyrose wrote: »

Beware of Samsung I purchased 2 galaxy 4s phones for my hubby and self mine was only short of the 4 week period when the problems arose to cut it short after 5 weeks of the runaround from technical admin and so called managers wanting me to do their job which I did I am still no further on ... I am paying £29.99 per month for a product I cannot use and have been forced to buy a pay as you go phone which is costing a fortune phone been in for repair 3 times now and always came back worse than sent ... The last time telling me it was not my SIM card but my NUMBER unbelievable !!! The staff talk like robots saying I know how you feel no they don't ... Oh how I wish I had never got rid of my iPhone I am a 56 year old grandmother and have purchased many items including washing machines , mobile phones fridges etc ... ANYONE reading this be very very aware of samsung the worst company I have ever dealt with in every way negative feeling very let down and feel like a fool who was easily duped made worse for I also as said previously purchased the same phone for my husband both being tied into 2 year contracts

JamieR88

If you are after a product due to warranty, I strongly recommend you don't use Samsung, I purchased a Samsung gamer series 7 almost 2 years ago from them via a payment scheme called lets connect. When trying to get the device fixed via warranty (Had 36 months) I was refereed to Samsung by lets connect i then spent over a month trying to get the issue resolved as they point blank told me I only ha 12 months warranty.. Finally lets connect spoke to them and told them it was 36 months.. Finally they came and took it away for around a week and put a new fan inside of it (was overheating and the gfx card kept crashing). It's been returned for a couple of days now and the gfx card is still failing and crashing even during doing simple things like having 1 browser open. Their claiming its software issues so its not covered but I used to be a ict tec in a school and know a thing or two regarding software.. Really disappointing for samsung as I've used them for years.. Have several computers.. samsung tab 2 and samsung tab 3.. Won't be using them from now on.. Time to boycot them due to their poor customer service.

pinkshoes

Hmmm, lots of newbie posters who all coincidentally write in the same style.

Unless you bought directly from Samsung, your contract is with the shop you bought it from.

Love my Samsung S3

JJ_Egan

As above .