Samsung Complaints procedure

ram1999

dsc2302 wrote: »

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 This info is not listed on their website and they do not publish a complaints procedure, just like they don't have a complaints department.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

This totally helped me - after weeks of getting nowhere I got everything sorted through this number - brilliant :rotfl::rotfl::rotfl:

Carltonbp

dsc2302 wrote: »

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 This info is not listed on their website and they do not publish a complaints procedure, just like they don't have a complaints department.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 [EMAIL="uk.execoffice@samsung.com"]uk.execoffice@samsung.com[/EMAIL]

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

Hope this helps

Good luck

Thank you very much for taking the time to post this. Fingers crossed.

Parand

Seems customer's right and satisfaction means nothing to Samsung. My Samsung S4 mini had battery issue out of the box. Their warranty repair is a joke! !!! They keep sending me the faulty phone back! Has been sent to them twice in a month and it's still faulty! I did report it and was told to send it back again.!!!!! ... it's clear their "engineers" aren't qualify and they don't really care about it.
Their escalation complaint procedure is to send a postal letter to the address in Sheffield. ...
And the results would be NOTHING!
they would send you a letter saying : Ah. .. send it back again! !!!
This is obviously the reason for such a BAD service ..the customer service team knowing no one is actually care about the customer, service and their failure....
They know customers are out of options ....

Parand

Seems customer's right and satisfaction means nothing to Samsung. My Samsung S4 mini had battery issue out of the box. Their warranty repair is a joke! !!! They keep sending me the faulty phone back! Has been sent to them twice in a month and it's still faulty! I did report it and was told to send it back again.!!!!! ... it's clear their "engineers" aren't qualify and they don't really care about it.
Their escalation complaint procedure is to send a postal letter to the address in Sheffield. ...
And the results would be NOTHING!
they would send you a letter saying : Ah. .. send it back again! !!!
This is obviously the reason for such a BAD service ..the customer service team knowing no one is actually care about the customer, service and their failure....
They know customers are out of options ....

JJ_Egan

Your warranty under sale of goods is with the vendor .

h_b

can any one from samsung help and say why an order has been canceled and contact me i emailed you twice now

LABMAN

h_b wrote: »

cany any one from samsung hel and say why an order has been canceled and contact me i emaild you twice now

I wouldn't think so unless you can give a bit more detail.

wealdroam

h_b wrote: »

cany any one from samsung hel and say why an order has been canceled and contact me i emaild you twice now

I don't work for Samsung, but another read of post#25 may help.

h_b

laney85 wrote: »

Can anyone post a link to this cant find it anywhere ?

hi if your from samsun you see the mesadge about the s6

david39

I had a complaint with Samsung over a washing machine in its second year of a 5 year guarantee.
Official service agent repaired several times and then seemed to give up, failing to attend further appointments. Samsung kept saying they would look into it but never did.

Eventually, I wrote a polite but firm letter, headed COMPLAINT, to Samsung and cc'd to the service agent which produced the correct action.

I suggest you do similar. Make the covering letter a short, one page, description of your complaint and attach it to a more detailed description. Remember, if you try to put all the details into one long letter, the person reading it will give up after a few minutes and put it into a pending file.

Like the OP, I will not be buying Samsung again - when something goes wrong, I expect support, not weeks of hassle.