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    read this before you buy any Samsung products

    Hi folks,

    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!!

    28 Comments

    I don't see what the problem is to be honest...

    People have been forced to dress up as two face for Halloween this year due to their samsung products burning half their face off but cause they couldn't fix your phone you want us to boycott them?

    Sadly as much as I like their products, their customer service is poor. I bought a Samsung washing machine with a five year parts and labour guarantee/warranty. It is just over two years old and has developed a fault. They will not undertake the work as I did not realise I had to register the product with them within 90 days of purchase even though I have the original receipt and the have not made my model more than 5 years ago.

    Original Poster

    UnhappyGamer

    I don't see what the problem is to be honest...People have been forced to … I don't see what the problem is to be honest...People have been forced to dress up as two face for Halloween this year due to their samsung products burning half their face off but cause they couldn't fix your phone you want us to boycott them?


    you are probably right. The funny thing is that I though of getting an Xiaomi Mi5 but i was reluctant due to their customer service just to find out that with Samsung its not any better.

    Had to read that a few times but it seems that they are sorting the issue, but you don't want to wait another 2 weeks?

    Banned

    My favourite TV brand is Samsung because it's the one I trust, well, just basically any brand that has good rep but especially Samsung. Phones.. any Android will do.

    I'm not too picky.
    Edited by: "Spasho" 14th Oct 2016

    drasim

    Had to read that a few times but it seems that they are sorting the … Had to read that a few times but it seems that they are sorting the issue, but you don't want to wait another 2 weeks?



    I had the same problem, even though I got a replacement it took me a month before I got it, I think a month is unacceptable.

    Original Poster

    hubcms

    Sadly as much as I like their products, their customer service is poor. I … Sadly as much as I like their products, their customer service is poor. I bought a Samsung washing machine with a five year parts and labour guarantee/warranty. It is just over two years old and has developed a fault. They will not undertake the work as I did not realise I had to register the product with them within 90 days of purchase even though I have the original receipt and the have not made my model more than 5 years ago.


    mate, they treat customer like this because they can, there are no clear laws and straight forward(rapid) paths for customers to seek justice. Yeah, you can take them to court but how realistic is to take someone to court in the UK for £600 pounds when you need to take time off work and spend more money with the courts. I am very convinced to sell it when I get the replacement and go for other brands. I had a similar experience with Bose. 3 years ago I bought
    a pair of bluetooth headphones.. i think i spent £250... the headband cushion peeled off and I called them to order a replacement. They told me that they not longer sell replacement parts for my model.

    Original Poster

    drasim

    Had to read that a few times but it seems that they are sorting the … Had to read that a few times but it seems that they are sorting the issue, but you don't want to wait another 2 weeks?


    do you think its ok to spend £600 on a S7 edge and to wait at least 4 weeks for them to repair it??

    fazzx

    I had the same problem, even though I got a replacement it took me a … I had the same problem, even though I got a replacement it took me a month before I got it, I think a month is unacceptable.



    Could be exceptional circumstances, like at present with the issues they will be facing with high volume Note returns, or waiting for imported parts. I had a repair done on an S6 approx 1 year ago which was turned around in approx 10 working days.

    I have a Samsung washing machine, they came and fixed a problem the next day.
    My experience has been fine!

    Original Poster

    fazzx

    I had the same problem, even though I got a replacement it took me a … I had the same problem, even though I got a replacement it took me a month before I got it, I think a month is unacceptable.


    Apple's customer service is brilliant but cant stand their IOS and their overpriced products. Apple do not repair , they only replace ,they give you a brand new on the spot if your handset needs repairs.

    Its not jsut Samsung its the consumer industry couldnt care less once they have got your money.

    My Z3 compact which is IP certified as waterproof is not actually waterproof, and water damage is not covered! crazy yeah,

    Anyway I sent my phone back to Sony with a battery fault, they returned it faulty, this happened 3 times before they agreed to replace it, in total I was without my phone for 3 months. they also refuse to replace it unless they have attempted a repair 3 times..

    Spasho

    My favourite TV brand is Samsung because it's the one I trust, well, just … My favourite TV brand is Samsung because it's the one I trust, well, just basically any brand that has good rep but especially Samsung. Phones.. any Android will do.I'm not too picky.



    Surely you buy on reviews? and quality not because of the name?

    Banned

    deceneu

    Apple's customer service is brilliant but cant stand their IOS and their … Apple's customer service is brilliant but cant stand their IOS and their overpriced products. Apple do not repair , they only replace ,they give you a brand new on the spot if your handset needs repairs.



    Refurbished on the spot.
    Edited by: "cchopps" 14th Oct 2016

    My experience with Samsung has always been fine too. I had the S4 before my current Note 4 which had a hot battery, I phoned Samsung UK and they sent a free replacement by next day delivery.
    Edited by: "momartin" 14th Oct 2016

    haritori

    Its not jsut Samsung its the consumer industry couldnt care less once … Its not jsut Samsung its the consumer industry couldnt care less once they have got your money.My Z3 compact which is IP certified as waterproof is not actually waterproof, and water damage is not covered! crazy yeah,Anyway I sent my phone back to Sony with a battery fault, they returned it faulty, this happened 3 times before they agreed to replace it, in total I was without my phone for 3 months. they also refuse to replace it unless they have attempted a repair 3 times..



    I've had a love/hate relationship with Sony - they repaired my Z2 within a week via O2, but took over a month to give me a refund for a product I never received on their now defunct Outlet - although I appreciate that those are two separate areas of the business.

    HP has given me the best consumer warranty service yet though. I posted a laptop out on Friday and received it back on Tuesday with a replacement motherboard and full technician report.

    Banned

    haritori

    Surely you buy on reviews? and quality not because of the name?


    Reviews are helpful too but I usually go with what I'm already used to.

    phone insurance ?

    you only can tell how good a company is until it goes wrong

    I'm sure someone will correct me if I'm wrong, but shouldn't it have gone back to Very rather than Samsung? Within 6 months really means it's faulty new goods, and they should have replaced it?

    At least yours got fixed. Mine was within warranty, got the black screen one day but all buttons etc were working... they first refused to repair it. I then persisted and they said they would do it. A week later I then receive an email stating they are refusing to repair the phone under warranty unless I paid £229.99. I used to purchase every Samsung product which was an electronic, TV's etc, but never again.

    Banned

    Well I'm waiting since May for Samsung to provide me a replacement phone.

    robertrychel

    I'm sure someone will correct me if I'm wrong, but shouldn't it have gone … I'm sure someone will correct me if I'm wrong, but shouldn't it have gone back to Very rather than Samsung? Within 6 months really means it's faulty new goods, and they should have replaced it?



    Actually you are correct. The contract in this instance is with Very and not Samsung. The manufacturer would be perfectly in its right to do nothing at all as their contract is with Very and not the end user. In some instances it pays to go direct to the manufacturer as quite often the seller, in this case, Very, may offer a replacement which may not be acceptable. This happened to me with Virgin and my LG G4. A point to note.....on any mobile phone purchase ensure you register the product on the manufacturers website. If it develops a fault do not take it into a shop unless it's an apple product. Do not ring them up. Instead fill out a form on the manufacturers website under repairs and they will do the rest. You will find this is a lot quicker. Took me 3 weeks to get my G4 repaired with excellent service from both virgin and lg.
    Edited by: "Smartguy1" 14th Oct 2016

    Earlier this year my s6 edge plus packed in, so I called Samsung to ask about a repair. They sent a box for the phone within two days, two days after they organised a courier to pick up the phone. A week afterward the phone was returned working 100%. So, while I'm sorry the OP has some issues, for me at least, Samsung's customer service has been exemplary. HP on the other hand....arghh!

    stoney73

    Earlier this year my s6 edge plus packed in, so I called Samsung to ask … Earlier this year my s6 edge plus packed in, so I called Samsung to ask about a repair. They sent a box for the phone within two days, two days after they organised a courier to pick up the phone. A week afterward the phone was returned working 100%. So, while I'm sorry the OP has some issues, for me at least, Samsung's customer service has been exemplary. HP on the other hand....arghh!



    That was the same with me with Virgin and LG. Filled in the form on Virgin's website and they sent a courier envelope in two days for me to post it back. Only issue was they want to send me an exchange which was an S6 which I didn't want so got it touch with LG and they offered to repair it after filling out a form on LG's site. Virgin sent it back to me and even rang me to ask if I got it back ok. LG sent a DPD courier to collect it and got it back repaired 10 days later. Excellent service from both.

    I've only ever bought 2 Samsung products in my life.

    Have to agree, I bought an S3 a few years back, within the first few months I really noticed it lagging. I tried to ignore it, I know no technology is perfect (even if it felt like I'd paid a small fortune for the handset!). But when it started freezing after the first year I had enough and took it to be repaired as it was still in warranty and I didn't feel I could restrain my urge to throw it at a wall by that point.

    It was "repaired" within 2 weeks. I collected my phone and was told it was faulty and now had a new motherboard in.

    I went to use my phone, same issues. Same freezing and same lagging. I had already gone 2 weeks without a phone, it was by then 16 months old and I was ready to purchase a new handset.

    I decided to never get another Samsung again. I don't doubt that straight out of the box and maybe even for the first 6 months-even a year in some cases they run smoothly (well, some of them). But the sudden slowing, freezing- I've read other forums, it wasn't just me. I just don't think paying over the odds is worth it if the phone wont work without issue after a year and fixing it doesn't make any difference. Fantastic screens and great phone for a few months but this is about all they're good for IME.
    Edited by: "lemonade" 15th Oct 2016

    "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"

    This was your first mistake. The contract is with Very and you for the first 12 months. Very should have repaired or replaced it. The onus is not on you to go looking for shops to repair it.


    Edited by: "artnada" 15th Oct 2016

    While we're slagging phones companies off, had a HTC m9 with an issue with the loud speaker, calls and headphones worked fine. Spoke to HTC online and they said it was under warranty and could do the repair. Sent it off of lyrics to receive a quote for not far off 400 quid. They the wanted just shirt of thirty quid to return it. Though the did generously offer to dispose of it for free for me. I'll never use htc again, which to br fair I probably wouldn't have done anyway, gone down the pan
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