Selling, selling, selling, and where is the service?
Samsung customers keep complaining about the electronics giants. The latest reviews on Trustpilot are devastating. Now there are also connectivity issues with the hugely announced S22 smartphone.
BILD analyzes where the worm is currently hiding in Samsung.
Germany coach Man Young Kim is clearly having turbulent days. Samsung Germany has just announced new S22 models with big advertising outlay. Now customers have received this message: “The interest in the Samsung Galaxy S22 series and the number of pre-orders exceed our expectations.”
The S22 Ultra now comes two weeks behind schedule. Pre-orders ordered 48 hours after the new launch received this email as well.
After all: Samsung apologized with a 50 euro voucher. Samsung says the regular S22 will be delivered as planned.
But Samsung Germany also has other major construction sites: the independent portal Trustpilot gets almost nothing but stark negative reviews. The last really delightful review is from February 17th.
Excerpts from Trustpilot’s Customer Outrage:
- “The exchange has already taken more than two months.”
- “The customer service is very poor and not solution oriented.”
- “Very poor customer service operating with predictable delays.”
- “I ordered a tablet with a contract over 3 months. The order was confirmed and the transaction number generated. Then for weeks nothing happened.”
BILD readers have also contacted the editorial office.
Example: Alexander Fitch (37 years), mechanical engineer from Worms explains: “On November 26, I bought a TV for 1579 euros in the Samsung online store. It should be delivered after a week. But Samsung canceled the delivery. “
Requested support from BILD in January. The editors dug into Samsung. And lo and behold: the device was finally delivered on January 28th. Fitch: “Thank you, Bild!”
Thanks are finally delivered to BILD: Alexander Fietsch with his Samsung TVPhoto: private
“In the aforementioned customer order, there was a very rare case during delivery: the delivery that was initiated was not delivered for unknown reasons,” Samsung says.
The reason why Samsung did not respond to reader complaints previously remained unclear.
Another case example
Samsung often announces bonuses when buying certain products. Customers are only happy if the transaction is successful. The sending of a €150 Google Play voucher for an already verified purchase of the Galaxy Watch 4 has been delayed.
On February 4, Samsung responded to a customer complaint like this: “Your satisfaction is the most important thing we have and we are aware of the deadline 02/03/2022.”
The brand value-added agency appointed by Samsung (which handles the charging of bounty campaigns) did not respond to this day.
A Samsung spokeswoman admits: “There have been delays in sending out the Google Play Store vouchers, which are still ongoing.”
No more delivery times
In order not to produce more disappointments among customers, the German online store currently refrains from naming delivery dates on the website for many products (for example, including accessories) – the collection often had to collect them again.
A Samsung spokeswoman: “Customers who add a specific device to their cart will see the delivery time there before completing the payment process.”
Sparfochs verdict: Samsung Germany must restore confidence as quickly as possible. This works with trusted connectivity and keeping promises – not with more specials that can’t be delivered then.
What is your experience at Samsung? Write to [email protected]
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