Samsung Service sucks

F

Fremunaln

Limp Gawd
Joined
May 3, 2019
Messages
189
Is it just me, or does Samsung Service just exist to make sure you purchase a new phone elsewhere?

-zero updates until device is repaired
-different tiers of support who all have differing ideas of your ticket status
-support agents who state a ticket has been opened, and we will call you back, never to call you back. If you call them back, they state the initial conversation never happened?
-goes in for one fix, states item repaired and QCed, and then upon getting the device back, exhibits an error that they QCed apparently?
 
Samsung purchasing support isn't much better. I get their phones for near FREE and I hate dealing with them.
 
And people wonder why there are so many iPhone buyers. Not to say that Apple support is flawless, but I've never heard of nor experienced someone being stuck in a customer service hell like that.
 
Reminds me of the time when I bought the S7 Edge. They had a promotion going to get a free Samsung VR headset when you bought an S7 (any model), I signed up for it immediately after I bought the phone, but never got it, FedEx showed that it hadn't received the package yet, so after hours on end with the Samsung support, and three months later got my free Samsung VR headset.

After a month of waiting they insinuated that I was being impatient, after the second month they made the excuse that it was a supply issue even though my package had already been sent to FedEx, after the third month they sent another one.

The S7 Edge was a great phone, but it was the last Samsung phone I bought. I changed over to Apple a few months after I had given my girl my S7 and got an HTC 10 as I got fed up with piss poor Android support via carriers and manufacturers. After two years, I got tired of iOS I switched back to Android but got a OnePlus 7 Pro not only because of specs, but from what I've read them having an active relationship with it's users and listening and constantly adding and tweaking features on their phones.

What I've seen a lot is people go for Samsung because they're loaded with features, killer hardware, and they're nice and shiny, but to me coming from Apple I've learned the importance of support after the purchase is far more important than specs, cameras etc.
 
I love the way they handle situations. One person will say the sky is blue, the next will say the sky is green, then someone else will say person 1 and 2 are blind and they lied to you by telling you the color of the sky, and that your solution is to buy a new phone from us......I guess if that is your warranty policy, then why even offer a warranty or take calls. Easier just to say your on your own.

i`ll keep it updated to see whats the latest lol
 
I've only dealt with Samsung service for a TV, back in 2016. It was excellent, FWIW. They sent a tech to check the screen of my 49" KS8500. He simply replaced the entire screen without bothering to do any testing of the old screen. No charge.

Since switching to Android, I only buy Pixel phones. Google's CS has been fine, though there's nothing like going to an Apple store with a bad phone, iPad or MacBook and leaving with a brand new one.
 
Commander Shepard said:
I've only dealt with Samsung service for a TV, back in 2016. It was excellent, FWIW. They sent a tech to check the screen of my 49" KS8500. He simply replaced the entire screen without bothering to do any testing of the old screen. No charge.

Since switching to Android, I only buy Pixel phones. Google's CS has been fine, though there's nothing like going to an Apple store with a bad phone, iPad or MacBook and leaving with a brand new one.
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I always like to think maybe im a one off case, but not to generalize things, but the amount of less then stellar experiences with RMAs in Samsung, are alarming. While I do agree walking away with a new phone in hand is awesome, just fixing the problem you have on your specific device is so much better then getting someones elses "repaired" device since no one really tells you what happened originally; every refurb device i have gotten, the company rep just spews a word vomit of "its not a refurb but rather a re-certified device with brand new exterior, a new battery, and functioning everything else".
 
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I hate samsung support. I've been trying to get my Wireless Duo charger replaced for 1 month, and still haven't. They stopped responding after asking me a few questions and nothing else. Hate them.
 
Commander Shepard said:
Since switching to Android, I only buy Pixel phones. Google's CS has been fine/QUOTE]

Go on the Pixel subreddit and you'll never want to buy a pixel again. the CS nightmares, and I understand it's a limited data pool, are fucking hellish. Gone are the days of the Nexus 5 and Google's amazing CS. It's abyssmal right now.
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Trimlock said:
People who keep buying Samsung smart phones reminds me of that girl who keeps returning to an abusive relationship.
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Its funny but where does one go for an Android smartphone with excellent customer service? Apple lol? I think the only alternative (and I hate to say it), is to make sure you know of a good 3p shop who does good work, or buy a generous 3p warranty where problems are solved with a single phone call. Leaning on a warranty is fast become a game of chance.
 
I don't get the Samsung love in the first place.
It's true they make great hardware, but their software has always slowed down rapidly. They update infrequently (at best) and they have zero support.
I guess if you don't mind managing your install all the time and are comfortable with buying an $800 device that if anything goes wrong you're just stuck with it, but that makes zero sense to me.
 
My buddy was without his kitchen fridge for almost 6 months waiting for parts from Samsung. Good thing he had an old beer fridge in the garage. Personally, I wouldn't buy anything expensive from Samsung, but that's just me.
 
UnknownSouljer said:
I don't get the Samsung love in the first place.
It's true they make great hardware, but their software has always slowed down rapidly. They update infrequently (at best) and they have zero support.
I guess if you don't mind managing your install all the time and are comfortable with buying an $800 device that if anything goes wrong you're just stuck with it, but that makes zero sense to me.
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what do you recommend then in the android space?
 
In America, Pixel and perhaps OnePlus.

I see in Europe and Asia there are loads of cheap Chinese phones who actually updates, unlike Samsung.

LG should just exit the phone space... And HTC unfortunately is pretty dead since Google bought their staff.
 
Fremunaln said:
what do you recommend then in the android space?
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As said above the best way to go is Pixel. There are others options if you want fast hardware with no support. The OnePlus 7 Pro is the speed champ.

But in general I would tend to recommend phones that are running stock or as close to stock as possible and have a history of frequent and longer term software updates. Which is pretty much just Pixel but there are a small subset of others.

I realize that bringing up Apple is a surefire way to get hate on the [H], but no one else is providing that level of experience on the Android side. Supporting through software phones for 5+ years. Have consistently good hardware support. And have fast software for most of the usable life of the phone (even with the overblown battery gate).

Android users I guess are okay with a far far lower bar. 2 years for most people would honestly be enough, but even the top seller Samsung doesn’t do that. Google Pixel is pretty much the only one consistently supporting phones longer and it’s pretty much only because they consider it the standard dev phone and less because they are concerned about selling hardware to end users.
 
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CHANG3D said:
In America, Pixel and perhaps OnePlus.

I see in Europe and Asia there are loads of cheap Chinese phones who actually updates, unlike Samsung.

LG should just exit the phone space... And HTC unfortunately is pretty dead since Google bought their staff.
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It does feel like Android is increasingly a case of "pick your poison," where you choose the serious problem you're willing to live with. Samsung? Lousy support. LG? Lackluster design that usually revolves around gimmicks. Google? Phones sometimes bog down, and lots of early glitches. OnePlus? The camera. I'm not going to say Apple gets everything right, but it feels like there are few gotchas as long as you're alright with iOS in the first place.
 
Sad to say, but your best bet with Android phones is to go through your carrier. Hassle free, next day (or close) exchanges, and not having to deal with bullshit like having your phone gone for a month waiting on repairs.
 
Fremunaln said:
Its funny but where does one go for an Android smartphone with excellent customer service? Apple lol? I think the only alternative (and I hate to say it), is to make sure you know of a good 3p shop who does good work, or buy a generous 3p warranty where problems are solved with a single phone call. Leaning on a warranty is fast become a game of chance.
Click to expand...

As mentioned through out this thread, this is the sad reality of Android. It seems like Android smart phones just won't hit that level of customer support Apple provides and it also doesn't look like an OEM wants to provide that level of service either. The best one is the Pixel, but they do have their horror stories. I will say though that horror stories only go so far on the "believe that shit" meter, as most of the time those stories are just people who screwed themselves and want to blame others (IMO).
 
Thats unfortunate that for a market this large, you`d expect better customer support.
 
Fremunaln said:
Is it just me, or does Samsung Service just exist to make sure you purchase a new phone elsewhere?

-zero updates until device is repaired
-different tiers of support who all have differing ideas of your ticket status
-support agents who state a ticket has been opened, and we will call you back, never to call you back. If you call them back, they state the initial conversation never happened?
-goes in for one fix, states item repaired and QCed, and then upon getting the device back, exhibits an error that they QCed apparently?
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What’s so odd about this behavior?
Isn’t this true everywhere these daze
 
Trimlock said:
As mentioned through out this thread, this is the sad reality of Android. It seems like Android smart phones just won't hit that level of customer support Apple provides and it also doesn't look like an OEM wants to provide that level of service either. The best one is the Pixel, but they do have their horror stories. I will say though that horror stories only go so far on the "believe that shit" meter, as most of the time those stories are just people who screwed themselves and want to blame others (IMO).
Click to expand...

To some extent, I'm not sure Android OEMs can provide that kind of support due to the nature of the market.

When you're making Android phones, you mainly have to compete on value since it's very hard to compete on uniqueness (let's face it, even heavy customization like Samsung's doesn't stand out that well). That means keeping profit margins down, and that means you don't have the money for extensive support. People balk at Apple's profit margins, but that also lets it do things like run retail stores with some on-the-spot repairs, create a healthy over-the-phone support structure and occasionally make exceptions for warranties.
 
Aurelius said:
To some extent, I'm not sure Android OEMs can provide that kind of support due to the nature of the market.

When you're making Android phones, you mainly have to compete on value since it's very hard to compete on uniqueness (let's face it, even heavy customization like Samsung's doesn't stand out that well). That means keeping profit margins down, and that means you don't have the money for extensive support. People balk at Apple's profit margins, but that also lets it do things like run retail stores with some on-the-spot repairs, create a healthy over-the-phone support structure and occasionally make exceptions for warranties.
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One of the reasons Apple can get away with their pricing scheme is the support they offer. But yes this is a sticky situation for Android, most OEMs are compelled to make their software and hardware experience unique from each other even though OnePlus pretty much proved that to be false.

I bet that if Android OEM's spent less time on jarring up Android they could offer better/more timely updates with out affecting sales.
 
CHANG3D said:
LG should just exit the phone space...
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Just went through the "boot loop" issue on the wife's 3 year old V10. Well known issue on this model and it turns out lifetime warrantied for that issue. Filed claim on a Monday immediately got shipping label, got phone back on following Thursday, didn't pay for anything. Phone is fixed. About the best customer service I've ever experienced and the wife loves the phone.

-Mike
 
LG seems to have a bit better customer support than Samsung in our families experience.
 
Aurelius said:
To some extent, I'm not sure Android OEMs can provide that kind of support due to the nature of the market.

When you're making Android phones, you mainly have to compete on value since it's very hard to compete on uniqueness (let's face it, even heavy customization like Samsung's doesn't stand out that well). That means keeping profit margins down, and that means you don't have the money for extensive support. People balk at Apple's profit margins, but that also lets it do things like run retail stores with some on-the-spot repairs, create a healthy over-the-phone support structure and occasionally make exceptions for warranties.
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I agree with the Apple part, but considering the cost of materials to make an S10 Plus is very close to that of the XS Max, while I can't find a cost to make on the 64GB, only the 256GB model.

I'd imagine when you compare each tier of Samsungs flagships to each tier of Apples the profit margin is almost the same yet Apple's customer service is top notch, brought my daughter's iPhone X to an Apple Store for a screen repair since it had dead spots and also got a free battery replacement (have Apple Care through TMobile) and they finished repairs in a little over two hours. Let's not forget the up to five years of system updates, and they have probably the best phone support I've ever had to deal with.

Samsung service mostly requires you to send your phone off, be without a phone for a prolonged period of time, their phone support is dodgy at best, they're slow as shit to update their software and only offer up to two years of system updates and three for security updates.

Now how is it a company who makes damn near the profit margin Apple does on their phones yet cannot even come close to the support Apple provides? I see people bashing Apple all the time calling them greedy etc. yet in the same breath give a pass to Samsung because "It would be hard for an Android OEM to have that kind of support"? Samsung has the means to do it, they just don't care about their product, not to the extent Apple does hence why Apple's price is more justifiable than Samsungs. Hell, even OnePlus offers stellar support, consistent updates, and I'm sure their profit margin per phone is no where near Samsung or Apple.

I'm using the OnePlus 7 Pro and it's relieved three updates since I've gotten it, and since I went from the TMobile ROM to the international ROM I should be seeing the fourth update soon which brings it's camera damn near close if not surpassing the S10 according to what I've read. My point is when a company cares about it's product, that company listens to it's customers, and does what they can to make them happy let it be Apple, OnePlus or any number of other companies.
 
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Good info on the other brands, but isnt Samsung the biggest in the Android space? Would it not be in their interests to at least bring CS support in house rather then 3p contractors or at least bring phone support upto the same standards as say Apple (CS isnt just about whose has the contract, but what kind of training and standards they have). I get that Apple is more centralized, bigger margins, but Samsung is a huge company in itself from the looks of it, since they not only are phone company, but also a leading supplier of Apple plus other products.

I would love to Pixel, but the lack of certain niche features that come with a Samsung device is purely the only reason why I travel through the pounding which is Samsung. Apple has the same turnoff for me as well.
 
Samsung is a Korean based company, where Apple is USA. They don't care about CS and get the cheapest rate people to deal with their stuff.
 
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Usual_suspect said:
I agree with the Apple part, but considering the cost of materials to make an S10 Plus is very close to that of the XS Max, while I can't find a cost to make on the 64GB, only the 256GB model.

I'd imagine when you compare each tier of Samsungs flagships to each tier of Apples the profit margin is almost the same yet Apple's customer service is top notch, brought my daughter's iPhone X to an Apple Store for a screen repair since it had dead spots and also got a free battery replacement (have Apple Care through TMobile) and they finished repairs in a little over two hours. Let's not forget the up to five years of system updates, and they have probably the best phone support I've ever had to deal with.

Samsung service mostly requires you to send your phone off, be without a phone for a prolonged period of time, their phone support is dodgy at best, they're slow as shit to update their software and only offer up to two years of system updates and three for security updates.

Now how is it a company who makes damn near the profit margin Apple does on their phones yet cannot even come close to the support Apple provides? I see people bashing Apple all the time calling them greedy etc. yet in the same breath give a pass to Samsung because "It would be hard for an Android OEM to have that kind of support"? Samsung has the means to do it, they just don't care about their product, not to the extent Apple does hence why Apple's price is more justifiable than Samsungs. Hell, even OnePlus offers stellar support, consistent updates, and I'm sure their profit margin per phone is no where near Samsung or Apple.

I'm using the OnePlus 7 Pro and it's relieved three updates since I've gotten it, and since I went from the TMobile ROM to the international ROM I should be seeing the fourth update soon which brings it's camera damn near close if not surpassing the S10 according to what I've read. My point is when a company cares about it's product, that company listens to it's customers, and does what they can to make them happy let it be Apple, OnePlus or any number of other companies.
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You're right that Samsung's profit margins on at least higher-end phones are more Apple-like. It also sells many low-cost phones, though, and it treats its mobile division as one part of a larger group that makes everything from TVs to air conditioners. I suspect there's a pressure to keep support costs low simply because so much of Samsung is built around low margins and efficiency.
 
I think Samsung spends all of its CS money no advertising these days, comparing their mostly broken capabilities to Apple's.

Other companies can afford to have good CS, only on a much smaller scale when compared to Apple. LG does have good CS but they are almost exclusively mail-in, as that would be fine in most cases and it is still be better than Samsungs.
 
Trimlock said:
I think Samsung spends all of its CS money no advertising these days, comparing their mostly broken capabilities to Apple's.

Other companies can afford to have good CS, only on a much smaller scale when compared to Apple. LG does have good CS but they are almost exclusively mail-in, as that would be fine in most cases and it is still be better than Samsungs.
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Let's be really clear: Samsung has an annual net income of 37.1 BILLION dollars (as of 2017). If you're not familiar with financial terms net income is their PROFIT. Their revenue (which is the total income not minus expenses) is in excess of 210 billion.

They could spend an extra 1 billion a year on CS and still (in relative terms) not even feel it. The only reason to not is (1: in fairness) future plans and paying out shareholders or (2: the more cynical option) greed and money hoarding.
Absolutely DO NOT give Samsung any excuses or reasons why they can't provide good service. The only reason they do not is because they choose not. There are plenty of electronics companies that never even broach $50M let alone $200B and have infinitely better CS.

And to respond to the other part of your statement another way: Samsung has comparable margins to Apple. And part of your margins has the CS cost built into it. Samsung chooses to not spend it on CS and instead pay themselves whereas Apple clearly does not.

Apple is buying screens and RAM from Samsung as well as often times SSDs, which it must do paying for not only the part but also profit for Samsung. Samsung uses the exact same parts and doesn't need to "pay itself", meaning its margins are even higher in comparison to Apple's and they still don't bother with good CS. To reiterate, there is no good reason for this: other than choosing to be shitty.

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EDIT: For grammar not content.
 
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UnknownSouljer said:
Let's be really clear: Samsung has an annual net income of 37.1 BILLION dollars (as of 2017). If you're not familiar with financial terms net income is their PROFIT. Their revenue (which is the total income not minus expenses) is in excess of 210 billion.

They could spend an extra 1 billion a year on CS and still (in relative terms) not even feel it. The only reason to not is (1: in fairness) future plans and paying out shareholders or (2: the more cynical option) greed and money hoarding.
Absolutely DO NOT give Samsung any excuses or reasons why they can't provide good service. The only reason they do not is because they choose not. There are plenty of electronics companies that never even broach $50M let alone $200B and have infinitely better CS.

And to respond to the other part of your statement another way: Samsung has comparable margins to Apple. And part of your margins has the CS cost built into it. Samsung chooses to not spend it on CS and instead pay themselves whereas Apple clearly does not.

Apple is buying screens and RAM from Samsung as well as often times SSDs, which it must do paying for not only the part but also profit for Samsung. Samsung uses the exact same parts and doesn't need to "pay itself", meaning its margins are even higher in comparison to Apple's and they still don't bother with good CS. To reiterate, there is no good reason for this: other than choosing to be shitty.

===

EDIT: For grammar not content.
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I don't think anyone can forgive Samsung for their lack of CS. They learned from Apple in the beginning that advertising wins, above all else it will convince people to buy your product. Apple refuses to compare their phones to Android, which I think they should, there really is ZERO reason to buy a Samsung. Most of their advertised features are broken or a laughable implementation in comparison. There are people who think that Samsungs facial recognition is ANYWHERE close to Apples, which is truly laughable.

There is no good reason to buy Samsung other than to admit you only care what your phone looks like.
 
Trimlock said:
I don't think anyone can forgive Samsung for their lack of CS. They learned from Apple in the beginning that advertising wins, above all else it will convince people to buy your product. Apple refuses to compare their phones to Android, which I think they should, there really is ZERO reason to buy a Samsung. Most of their advertised features are broken or a laughable implementation in comparison. There are people who think that Samsungs facial recognition is ANYWHERE close to Apples, which is truly laughable.

There is no good reason to buy Samsung other than to admit you only care what your phone looks like.
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Sadly a lot of YouTube comparison videos I've watched in the past week comparing the S10+ to the OnePlus 7 Pro chose the S10+ while misrepresenting facts such as "The OnePlus isn't water resistant" "the S10 has a better screen to body ratio" etc. It seemed like when they compared the two all flaws of the OP7P were laid out, and all positives that were laid out had negatives. When talking about the S10+ they had nothing but great things about it but each and every person never once mentioned the level of support each phone offers.

This is why Samsung stays on top of the Android market: no one really talks about the overall level of support, it always gets overshadowed by: "Ooh look shiney!!!" and reviewers only ever remark on all the features and looks.

They have the means to provide better CS, but they choose not to, once you buy a Samsung phone it's hook, line, and sinker.

Customer service is a huge thing. I took my step daughters iPhone X to get the screen replaced because of dead spots, not only did they replace the screen but they also replaced the battery for free (have the insurance through TMobile), and did it in a little over two hours. Not to mention their five major updates to their iPhones. If Samsung offered even half of this I'd be using a Samsung instead of my OnePlus.
 
zero issues with my S9 and yeah the Flagship Expensive Atnt one...very impressed after traded in collateral my J7 sky Pro...will never have an iPhone lol
 
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