I have been a Samsung user for the past 15 years but never needed customer service. In March this year I bought a Samsung S7 Edge from Very. 5 months later I start having a vertical pink line across the whole screen. I called customer service and they told me to go to Samsung in Oxford Street, London. I wasted my time there just to discover that they do not do major repairs like my phone required and sent me to Surrey Quays.
I went there and they booked my phone in (after 1 hour queuing to talk to someone). The service is very small and looks like a matches box. They told me that they dont have the display in stock and that it will take 2 weeks. After the two weeks have passed I received a text message from the repair shop telling me that the phone cannot be repaired and that someone will contact me in 10-14 business days to order the replacement for me. I have spent hours with them on the phone just to find out they are useless. Samsung products quality is very good but their customer service is very poor. Having to wait at least 4 weeks to have your product fixed is not acceptable. I called today to ask what is their complains policy and they said I need to write a letter to the head office. Samsung sells technology yet they use Royal Mail for complaints.
I will never ever buy a Samsung product!!