I'm going through the same thing right now trying to get a refund on my gear icon xs, its been since early February and i keep getting the run around on a gift card that is supposed to be sent to me in the amount i paid for ear buds, I've called every week and every week they tell me the business days <edit> and the most recent weeks they say you should be getting it next week to look out for an email with tracking number but i should definitely be getting it next week, that's been said to me for almost 3 weeks now and no email no anything, so it feels like I've been robbed of my money and i definitely want to report to better business bureau and file a lawsuit just so they are accountable for how poorly they deal with customer service. And im sorry but do they have any other places they hire for customer service because all i get is people from middle east which i don't mind but at time area hard to understand plus i would like to get someone from the states.. if anyone has a way to get this resolved
Totally agree about the worst customer service ever! They spent 2-hours on the chat feature to tell me that all the instructions they have for my advice are two updates old and completely invalid. They didn't bother to create new instructions for Android 9! 2 hours to tell me that!
They have had my tablet two months anxd they still havent fixed it. I have been on the phone over 11 hours total and now they tell me that they are going to replace it only they cant because thery dont have the model or a comprebale one. I bought mine new in December 2018. I sent in my orginal reciept so that they could verify warranty and now i have to go and get another copy becasue they lost that one. I am beyond upset at this time and I will nevere buy Samsubnf again. I am also contacting the CEO of BestBuy and letting them know how bad the customer service is at Samsung. Im just going to give up. They can keep the broken pad at this point. God, a horrible,horrible company and service
We should all realize that there are many Samsung executives in customer service that are earning large salaries for the priveledge of this horrible service. I have been talking with them about my galaxy ear buds in which the right bud stopped allowing any sound to come through. This is a known issue since it was there own firmware update that caused it. It happened with my son's S10+ buds and my S10 buds that we aquired through a $130 voucher (part of the purchase when we pre-ordered the phones). Many hours of my life I will never get back talking, chatting and texting with customer service and tech support.
In the last few conversations I was told they no longer will replace the buds but rather repair them. I was told that they could be repaired a local store near me starting June 1st. I called the repair shop and they have never worked on buds, know nothing about this Samsung program, do not have the proper tools, training or parts. Yet, Samsung wants me to believe that in 1 1/2 weeks time the entire program will be up and running. When I share that will Samsung, they say do not worry it will all work out on June 1, 2020. I called the repair shop corporate office (they are a franchise) and they did not know of the program.
I hace purchased many other products of various types that cost way more than these buds and have never had such a poor response as this. They are well aware of the problem they caused and apparently still want the customer to be inconvenienced to make ti right. They want me to mail in both buds and they have not told me how long it will take to get them back.
The various case numbers provided do not help since the tech support and customer service do not share anything. The warranty link on their website forces you to choose a device that you want repaired yet they do not list wearables.
I could not design a more incompetant system if I tried.