This post is to highlight my personal frustrations with Samsung Customer Service regarding my return and refund of my Note 7. I detailed my personal experiences and frustrations with Samsung ever since the start of this entire episode as it seems no one in Samsung is keen to help me and keep changing their instructions and pass me from one person to the next and at one point, even forgot about my question about returning the phone whilst I am overseas.
When the recall of the Note 7 occurred, I was overseas for a work trip but at that time, the airlines still allow passengers to travel with their Note 7 so long we switched off the phone and do not charge it while onboard. So I was able to come back to Singapore and exchange for a new Note 7 at Suntec City.
However when the next return was called, I was in Jakarta for a work trip and the airlines banned all passengers from bringing onboard their Note 7. This was disastrous so I emailed Samsung on what should I do to get my refund. Their reply was that they will arrange for their local Samsung Office to collect the phone from me and Samsung will refund to my Bank account. This was their first instruction, which was fine by me.. see the screenshot of their email.
However when I replied to their email dear_customer@contactus.samsung.com, it constantly bounced back and I could not get a hold of samsung to collect my Note 7.
After many failed attempts to contact dear_customer@contactus.samsung.com, I sent another message via their contact form and I made a long distance call back to Singapore Samsung and this is what I got. Seems that they have changed the email to note7return@samsung.com. This is frustrating as they changed email addresses in the midst of the correspondence. Fine, I can still tolerate this as it is a BIG company and how do i expect them to remember an email from a small customer like myself
. So now I have wasted money and time to call them and all I got is a new email address to restart the whole conversation on how to return my Note 7!
After a few more emails to note7return@samsung.com, they now tell me to return my Note 7 to a Samsung shop in Jakarta. This is their reply to me…
So fine, they have decided they do not want to collect the Note 7 from a small time customer like me, who has been extremely inconvenienced by them. Following their instructions, I went to a Samsung Shop in Jakarta but was told by the shop that the Samsung Shops do not take returns and I have to go to their Samsung Service Center in Jakarta. This is the tipping point as I am in Jakarta for work and really do not have the time to travel here and there to return a phone due to no fault of mine.
I then sent an email back to Samsung to ask them for new instructions. The customer service went dead on me and there was no reply for several days until I message their Samsung Mobile Singapore Facebook account. Then 6 days later they sent me the below email and they have the cheek to ask me to call Samsung Indonesia myself to find out where to return.
This is extremely frustrating as they have been changing their instructions on how to return the Note 7. From day 1 it was that they will arrange for a collection from me and it will be refunded to my bank account, then it changed to return to a Samsung Shop in Jakarta and they will have to make an appointment in Singapore to give me a cheque. And now I have to find out where to return the bloody Note 7 in Indonesia??????
This is extremely disconcerting and I have started asking the Samsung Mobile Singapore FB account about what to do. And I have made it clear that I would like to get my refund on the appointed date of 18th Dec and I am flying back on 17th Dec. I have also informed them that they should follow their original instruction of collecting the Note 7 from me in Jakarta as I cannot fly back with the phone nor can I return the phone to their Samsung Shops. Their reply was classic… they send me a templated answer that they have to collect the phone from me in order to pass me the cheque. WOW!!! as if I do not know that but why are you not telling me how you intend to collect the Note 7 from me???
And below is their latest reply to me..after so many frustrating emails and messages, they still do not know that my Note 7 is not in Singapore!! There is obviously no continuity with their support staff and no one in Samsung management is checking on their Customer Service KPI. The only way for small time customers like myself to be heard is now to post my frustrations online so that hopefully someone up in their management can hear about it and do something about it.
This is a post to express my personal frustration with Samsung for the Note 7 return and why the phone is still with me. I hope with this post, Samsung will finally refund me what I paid for the phone and the Samsung Concierge. What they cant refund me though is my time wasted and money wasted on transportation and phone calls and my heartache.
Someone in Samsung, please read this email and assist me. I am at my wits end.
Btw I have changed to a Google Pixel XL….
When the recall of the Note 7 occurred, I was overseas for a work trip but at that time, the airlines still allow passengers to travel with their Note 7 so long we switched off the phone and do not charge it while onboard. So I was able to come back to Singapore and exchange for a new Note 7 at Suntec City.
However when the next return was called, I was in Jakarta for a work trip and the airlines banned all passengers from bringing onboard their Note 7. This was disastrous so I emailed Samsung on what should I do to get my refund. Their reply was that they will arrange for their local Samsung Office to collect the phone from me and Samsung will refund to my Bank account. This was their first instruction, which was fine by me.. see the screenshot of their email.
However when I replied to their email dear_customer@contactus.samsung.com, it constantly bounced back and I could not get a hold of samsung to collect my Note 7.
After many failed attempts to contact dear_customer@contactus.samsung.com, I sent another message via their contact form and I made a long distance call back to Singapore Samsung and this is what I got. Seems that they have changed the email to note7return@samsung.com. This is frustrating as they changed email addresses in the midst of the correspondence. Fine, I can still tolerate this as it is a BIG company and how do i expect them to remember an email from a small customer like myself
. So now I have wasted money and time to call them and all I got is a new email address to restart the whole conversation on how to return my Note 7!
After a few more emails to note7return@samsung.com, they now tell me to return my Note 7 to a Samsung shop in Jakarta. This is their reply to me…
So fine, they have decided they do not want to collect the Note 7 from a small time customer like me, who has been extremely inconvenienced by them. Following their instructions, I went to a Samsung Shop in Jakarta but was told by the shop that the Samsung Shops do not take returns and I have to go to their Samsung Service Center in Jakarta. This is the tipping point as I am in Jakarta for work and really do not have the time to travel here and there to return a phone due to no fault of mine.
I then sent an email back to Samsung to ask them for new instructions. The customer service went dead on me and there was no reply for several days until I message their Samsung Mobile Singapore Facebook account. Then 6 days later they sent me the below email and they have the cheek to ask me to call Samsung Indonesia myself to find out where to return.
This is extremely frustrating as they have been changing their instructions on how to return the Note 7. From day 1 it was that they will arrange for a collection from me and it will be refunded to my bank account, then it changed to return to a Samsung Shop in Jakarta and they will have to make an appointment in Singapore to give me a cheque. And now I have to find out where to return the bloody Note 7 in Indonesia??????
This is extremely disconcerting and I have started asking the Samsung Mobile Singapore FB account about what to do. And I have made it clear that I would like to get my refund on the appointed date of 18th Dec and I am flying back on 17th Dec. I have also informed them that they should follow their original instruction of collecting the Note 7 from me in Jakarta as I cannot fly back with the phone nor can I return the phone to their Samsung Shops. Their reply was classic… they send me a templated answer that they have to collect the phone from me in order to pass me the cheque. WOW!!! as if I do not know that but why are you not telling me how you intend to collect the Note 7 from me???
And below is their latest reply to me..after so many frustrating emails and messages, they still do not know that my Note 7 is not in Singapore!! There is obviously no continuity with their support staff and no one in Samsung management is checking on their Customer Service KPI. The only way for small time customers like myself to be heard is now to post my frustrations online so that hopefully someone up in their management can hear about it and do something about it.
This is a post to express my personal frustration with Samsung for the Note 7 return and why the phone is still with me. I hope with this post, Samsung will finally refund me what I paid for the phone and the Samsung Concierge. What they cant refund me though is my time wasted and money wasted on transportation and phone calls and my heartache.
Someone in Samsung, please read this email and assist me. I am at my wits end.
Btw I have changed to a Google Pixel XL….
