How Can I Get a Non-Canned Resp from Samsung Support
by CJHilliard - 6/28/12 10:28 AM
I keep receiving the same unhelpful canned response from Samsung. I have a real issue with my GSII and they are of no help. Please see the exchange below. This is an issue with poor initial customer service, UPS and Samsung. I had nothing to do with any of the mistakes and should not be penalized because of their ineptitude.
Email Received in response to my second email on the issue:
Thank you for your inquiry and we understand that you have an ongoing claim with Samsung for ticket number 4114931787.
We sincerely apologize for your recent negative experience with our customer support and repair process.
We are committed to your satisfaction and would like to assist you in finding a resolution to this issue.
Please accept our apologies for the inconvenience that you have encountered in your previous contact with us.
To check best options about your claim, you would be best helped through calling our Customer Support Center, as they can help you in a timelier manner.
At your earliest convenience, please call Samsung Customer Support by phone at our toll free number 1-888-987-4357, between the hours of 7:00 a.m. to 9:00 p.m. Monday through Friday, and 9:00 a.m. to 6:00 p.m. Saturday, Central Standard Time.
We thank you for your patronage of Samsung products.
My latest response as of today:
I will not be satisfied until I receive an actual response that addresses my issues. Canned responses will never suffice for me. "Jonah" has not been helpful at all. Samsung needs to take the time to actually answer my email.
Original Email String Below:
This canned email response is not only insulting based upon the subject and detailed nature of my email, but it''s also entirely unhelpful.
Please take the time to pass my email on to the appropriate parties and issue a real response. I do not accept this canned response as sufficient nor will I call back in to start all over with an inept customer service rep.
I am writing this email to let you know that you have lost a loud and vocal supporter and purchaser of your products today. I have been in an ongoing claim with Samsung for the past month, ticket number 4114931787 where the customer service has been absolutely terrible.
A brief recap:
1. Late April 2012 - My GSII experiences an issue with camera focus and goes in to Samsung for warranty repair.
2. Early May - I receive the repaired phone back with a damaged outer box and the phone free and loose in the inner black Galaxy S box. The plastic sheet had pulled away from the card board and the phone slipped though. The phone appears to have a small scratch in the bottom left corner. It is not large and the phone is usable.
3. 2nd week of May - The small scratch shows itself to be a crack in the glass. I call into Samsung support and explain the issue. I am told that I will receive a UPS ticket to send my phone in and advised that if there is evidence of a drop, the repair is my responsibility. I reiterate the condition of the box I received the phone it. The representative does NOT start a UPS claim for me at this time or advise me that I should keep the box.
4. Mid May (a Sunday) - I call in to Samsung support to inquire about the status of the UPS ticket as I still have not received it. They say that I have to put a credit card on file for the cost of the repair. I tell them the whole issue again and they say to call back on Monday to talk to an Advanced Customer service rep.
5. Late May - I call and talk to an advanced customer service rep and explain the matter again. The rep advises me that the original customer service person should have immediately processed a UPS claim and advised me to keep the packaging material. I advise that it has been discarded, as I was not advised to keep it and it was weeks ago. The rep opens a UPS claim for me and advises it will be 5 to 8 business days.
6. June - I speak with UPS and tell them all about the issue when they finally call on the 8th business day. They say that they will be sending information back to Samsung and to wait for a call from Samsung.
7. 23 June 2012 - I call in for status and am advised that I have to speak to ECR who only work Mon-Fri.
8. 25 June 2012 - I call in to speak with an ECR rep and go through my issue again. He reviews the UPS website and states that they have denied the claim, but we can appeal it up to 2 times. I advise him of the fact that NONE of this would have happened if the original Samsung rep had done her job as she should have and taken a UPS claim. He says he will check with _quotmanagement_quot to see if there is anything her can do to get me a phone now. He calls me back and says that while a claim is outstanding they can''t do anything. I again reiterate that it truly is Samsung''s fault for this issue and that I should not be penalized do to Samsung''s mistake. He advises me that he put the claim in with UPS and it will be 4-5 business days and then I have to call back again, they can''t even call me. I ask what happens if both appeals are denied and he advises me that I would not be getting a phone then. When pressed he said if I wanted to escalate the issue further if the appeals are denied I could talk to a manager. What is ECR then? Just another call center that has NO power whatsoever?
Samsung should step in and send me a new phone. I have been a loyal customer for over a decade, purchasing EVERY Galaxy S phone and a Galaxy Note. I have 3 Samsung TVs, a blu-ray player, and countless accessories for all. My reward for being diligent with Customer Service is to be stuck with a broken phone while UPS investigates again. This issue would not have taken place had Samsung properly packaged my phone and, when confronted with the issue when I called in, taken a prompt UPS claim from me and advised me to keep the package.
If Samsung does not make this right, I will do everything in my power to ensure I tell as many people as possible about the shoddy and inept customer service of Samsung and the lack of caring of Samsung management. I will be sure to send a copy of this email to every Better Business Bureau email address I can find, to every local news _quotconsumer advocate_quot reporter, and to my columnist friends at TechCrunch, WIred and Nerd Reactor.
Please make this right and let me continue to buy Samsung products as opposed to carrying out a long term truth campaign about how little you care about your customers.