Samsung Australia

If I could give 0 stars I would have. Disappointing service. Dropped my phone off for repair 2 months ago at Samsung Liverpool I still dont have a phone. Parts weren't available and then I was offered a replacement phone. Nil updates. I have escalated to fair trading. At this point, I'd be happy to just get a refund to support me buying a new phone but I've been denied refunds as only the VOC team can process this. I've logged multiple calls with the samsung australia technical team asking for a call back from the VOC team. No call back
May 3rd, 2023

I want to relay the worst customer service experience of my life. My Samsung Tv broke down 20the January and the resolution process was okay. We agreed that we will be refunded and Samsung will get the broken TV collected and then process our refund. This was on 23rd FEB 2023. Someone called me and we organized a day for the TV to be collected I stayed home all day waiting and no one came to collect the TV. This was in March. I have been calling Samsung twice almost every week. No collection of the broken unit has been organized and we have still not received any refund. Every time I call I get the same spill " Our case managers will call you". I have not received a single call. I cannot believe a company as big as Samsung would have such poor operations and worst customer service. I would like to hear back on why and how I am expected to wait for over two months for a basic refund.
Apr 22nd, 2023

Their system failed and I couldnt redeem a promotion that was the main reason I bought the device. Since their system failed they said they couldnt give me the promo without the reference number. Wont ever buy another Samsung gadget including for work (where I have procurement power). Awful robotic service
Apr 19th, 2023

I contacted the CEO Office and got a reply from the CEO Representative. He promised he will look into my case. Its now over 2 months, my faulty fridge has not been collected and no delivery company is calling me to book a time to collect. That means I cant get a refund and buy another fridge until this faulty one is picked up. When I call customer service they say they will put in an urgent mesage for my case manager to call me back however I receive no calls for any update in the last 2 months. I call every week and same answer. I am very dissapointed and dont know what to do now.
Apr 10th, 2023

Samsung is the worst retailer in Australia - Do not deal with them or order anything online. Their customer support, Online support and individual case manager support is not even worth rating. Worst experience ever!!! I ordered a phone and watch online at Samsung website during the Presales on 09 Feb 2023 and I have not received the S23 Ultra or Pro watch 5 yet. Samsung were so incompetent and unprofessional that they are unable to delivery/redeliver the product for 8 weeks now. I have chased everyone from their eCommerce support, online support, CEO emails, live chat and 50+ calls for no good. Take my advice and don't order online. I have raised a complaint with NSW Fair trading who suggested to lodge a complaint with NCAT (tribunal) against them. Samsung Australia is the worst experience of all time and there is no way I am going to deal with them ever again.
Apr 6th, 2023