SAMSUNG or how to mess up a highly promising customer experience...

Today is my back up day, normally a day to find inspiration for a productive week, especially with all the snow outside ??,

Unfortunately I just finished my + 20th phone call with the - customer ‘what’s in a name’ service - at SAMSUNG,

Owner of a so-called high-end phone S7 Edge bought via PROXIMUS last year, I experienced only trouble…

Over 60 device freezes, numerous factory resets (with reinstalling each time all passwords, banking and wifi codes… ), screen problems, app freezes, continuous mail exchange blockage… 7 months later still no solution. The device has been refurbished (despite the recommendation from the customer service experts to replace it) nothing helps ! 

So here I am, caught in a SAMSUNG – PROXIMUS – REPAIR CENTRE Bermuda triangle, one blaming the other for not finding the solution. There’s only one solution, it’s called customer satisfaction, I don’t care who’s responsible for the trouble ( I estimate I spent over 50 hours resetting, reinstalling, on the phone, website... without counting the hassle of not being able to use the phone or the mail for weeks resulting in buying a spare phone) : just find an adequate way to help me as a customer ! Customer Service centre people are gentle but not empowered, they recognize the problems but aren’t able to steer the involved parties towards a solution… frustrating for them and me!

I own several SAMSUNG devices, a washing machine, a couple of televisions and a laptop but I can assure you, if I can’t trust them as a supplier, they won’t get my money in the future.

This is not an isolated incident, it’s the result of neglecting basic values for money and market speed, not willing to take responsibility when they mess up…

Please like or share this post and maybe, maybe someone at SAMSUNG might pick it up and bring hope for future customers…