[Samsung Galaxy S8 Guides, News, & Discussion] 954wrecker:
Any $650 orders get the $50 promo code email?

Looks like a very similar poor customer service experience is very common with Samsung.

https://www.consumeraffairs.com/cell_phones/samsung_cell_phones.html

Toccara of Atlanta, GA on March 2, 2017

I must begin by stating this is the first review I have ever done. Even when I am dissatisfied with service somewhere I still do not go out of my way to write a review, but the service I received from Samsung was unbelievable. It all began when I had my new galaxy 7 sent to Samsung for repair, due to a jammed Sim card. I had just received the phone as a Christmas present. Samsung received my package on January 9th according to the tracking of UPS. Some time had passed and I had received no update on the progress of my phone, so I decided to call Samsung myself. I made a call to Samsung technical support on January 16th. That is when the technician informed me that the package had been received empty.

I was very concerned at this point because no one has called me at this time to inform me of this matter, and here it is... a week later. The technician explained to me that a case with UPS was opened on my behave in regards to the package. I then took it upon myself then, to contact UPS directly to see where they were at with my claim. UPS then informed me that they did not see such a claim. At that time I became further alarmed. I then called Samsung back and informed them of what UPS told me. I was able to speak to the same young man I spoke with earlier. He stated to me that the reason UPS did not have it, was because he was just filing it. This came as a shock to me because Samsung had received my package on January 9th. That is a full week without filing a report or informing the customer.

I then proceeded to ask him what Samsung's policy and procedures are for filing reports such as mine, and he could not answer my question. After getting off the phone with him, I figured I would call back and perhaps hopefully speak with someone who was more helpful. When I called back I spoke with a young lady this time, who was equally unhelpful but was able to connect me to executive claims. I then asked them what Samsung's policy was, and they too could not tell him. What I gathered from my series of uneventful conversations, was that no one at Samsung knew what their policy was. They informed me that someone would be contacting me within 2 weeks in regards to the progress of my claim.

Two weeks go by and I still hear nothing. I call Samsung to try and get an update. The representative I spoke with, informed me that the claim is still being investigated and that they were waiting to hear back from UPS, and that it could take an additional up to eight days, and that someone would be giving me a call. A week goes by and still no one calls me, so then I call back. I then spoke with a representative who said that this matter should have been taken care of and that she was going to escalate it higher and that someone would be giving me a phone call within the end of the next week.

Another week goes by and still no phone call. I then took it upon myself to call UPS and see if there was any progress on my claim. UPS then stated to me that they did not see a claim opened up for me. At this point I was in utter shock. At this point it was quite clear that I was being given the runaround. I then called Samsung once again to check on the progress of my claim a few days later. The representative once again told me the same story that they were waiting for UPS to update them on the claim. I then had a three way phone call with UPS and Samsung to try to get the matter resolved. The Samsung representative then told me that it was being handled on Samsung's end and that it would take 8 days for them to update the information and someone would be calling me. 8 days go on and still no one calls me!

Last Monday I called Samsung yet again to find out about the status of my claim only to hear the same story that it's still being investigated and that someone would call me back within eight days. Getting tired of hearing the same story from Samsung representatives and no one being able to provide me with answers or connect me to a department in which I can talk to someone who can make some action happen; I call UPS again. The UPS claims department informed me that this claim had been closed due to the fact that Samsung said that they were handling the situation, even though Samsung was telling me a completely different story.

Today's date is now March 2nd and I still have no resolution on my package. I'm now being told by Samsung representative that the claim was reopened on February 27th and that it would take 8 days for there to be any resolution. Not only have I never received a phone call from anyone from Samsung but I have repeatedly being told the same script over and over again concerning my package with absolutely no resolution or steps taken to compensate me for my lost package. This is been the most horrendous process I have ever had to experience with any company!

I originally contacted Samsung January 16th and now it is March 2nd and no one has been able to offer me any kind of resolution. Not only that, but no one seems to know what the process is at Samsung for items that are received damaged. Not only was Samsung negligent in reporting my claim when originally received, but I continuously received extremely substandard customer service when trying to contact Samsung about the package. Samsung is the worst company I have ever had to interact with. At this point I just want a refund from my phone so I can go with a completely different company. I will never purchase from them again.