Category Archives: Complaints

3 Year Anniversary and why @SamsungSupport Is Terrible

Three years ago today I started this site with a complaint about Apple customer service, and since then I haven’t complained much about customer service (or anything else on here for that matter).

Well, now Samsung has gone above and beyond to mess up on Customer Support, and as the most talked about show these days likes to say: Samsung, this is your tape.

Let’s outline the story, and highlight their failings:

    • On March 30th I pre-ordered the Samsung Galaxy S8 (which I plan to review at a later date), and when I was checking out they offered a list of “Items to purchase with your order”. So naturally, I clicked a case and battery pack from the list and thought nothing of it.
      Fast forward to April 20th, when my phone and accessories showed up, and after unpacking the case, I discovered that it was for the S8+, a larger phone.
      Why they would’ve suggested it in the first place with my phone, I’ll never understand…but it happens, and I fully admit to not checking correctly and ordering the wrong item. So I headed to their website, and filed a return, on Thursday the 20th, where it said Emails will be answered within 24 hours.
    • 36 hours later, late Friday afternoon the 21st, I still hadn’t heard back to my online submission, so I replied to an earlier email experience I had had with Samsung, hoping for a back door into customer service.
      On Wednesday, April 26th, 6 days after I had filed online I still hadn’t heard back to my online submission, but Samsung finally replied to my email, asking me to outline the problem and what I wanted to return.
      In between April 20 and 26th I tried calling their order support hotline a few times, and each time I waited on hold for 45+ minutes before giving up and saying I’d try again the next day.
    • Friday, April 28th, still awaiting a response to my updated return, I tweeted Samsung, asking them if there was any way to make my Request move any faster since it had been a week, and I had barely heard a peep.
      And on Sunday, April 30th, it seemed like I finally had a breakthrough, as “Elvie” from Samsung Support replied asking me to delete my tweet and continue the conversation in Direct Messaging.
      But as soon as I played nice and deleted my Tweet (which prevents them from having complaints on social media), Elvie proceeded to tell me that even though we asked you to DM us, we aren’t really able to help you, and you should call us instead.
    • This is where things got interesting. “Elvie” gave me a number to call Samsung at, and on Monday afternoon I decided to give them another try, even though I had tried multiple times with no luck at getting through after hours on hold.
      Now I am going to share the message with you, but keep in mind, you won’t notice Samsung’s mistake, just like I didn’t:
      Thanks to Twitter and my phone playing nicely together, you can see above that it was a clickable link so that I can call. So I clicked the number and it rang once and was immediately picked up. The machine message said:

      Thanks for calling. As a promotion, you are elligible to recieve $100 off your next purchase, please hold to recieve more details.
      Are you over 55 years old? If so, press 1 for even more offers.

      This didn’t sound right to me…so I hung up, reclicked the phone number in the link and hit Call again.
      This time when that above message came on,  I decided Samsung must just have weird customer service, so I remained on the line…and then the call center in India picked up, and started asking for my personal information.

      There is no way that Samsung would be asking me for that information, such as name and address, as well as Credit Card information, before first discussing what the problem is.

      So I headed to the Google, and put that above number in, and it returned the result of “Samsung Customer Service”.
      Clicking the number on the page, I hit call and this time it said:

      Thank you for calling Samsung.

      That’s weird…not what I got a minute ago…now a little nervous about the whole thing, I hung up and checked my call history. The difference between the two calls? The first two calls, using the 800 number that Samsung gave me, was a fake, leading to a phishing/scam center. The number that Google had me call, with the same last seven digits…but an 855 number.

I was pissed. Not only had Samsung been yanking my chain for 10 days, now they had told me to call a number, that was a fake? That message in my DM from “Elvie” is a prepackaged message. There is no way that they are typing that pre-packaged junk out for every customer Tweeting at them.

Yet somehow I got one with the wrong number?
Or are they handing everyone the wrong number? Which seems highly unlikely and a big mistake for such a large company, that someone would’ve noticed at some point and fixed…this wasn’t Day 1 of customer support.

Samsung since then has reached out and finally on May 1 worked with me on one final email to try and resolve the issue.
By that point, I had given up, because the reality is, it isn’t worth spending hours to get a refund on a $20 item.

Gotta prioritize sometimes.

Ticket Fail at the @USOpen

I’ve gone to the US Open in previous years, generally buying tickets day-of the event.

This year I went last week, during the free entry qualifying week, and had planned on going yesterday for the Opening Day of tournament matches.
I went so far as to reserve a space in the Chase Lounge, so I could grab some air conditioning and refreshments in between matches.

But then I went online yesterday morning, to the US Open Ticketing via Ticketmaster as well as secondary sellers (such as StubHub and TiqIQ) and found that the tickets for yesterday were no longer listed…

Let me explain the conundrum: The time on the tickets is listed as 11AM, so the US Open (and resellers) pull their tickets at 10:59:59.
But unlike a typical sporting event, these 11AM tickets get you onto the Open grounds from 10AM-4PM, and especially during this first week, can get you tens of matches to watch, both in the main stadium and the side courts, as well as lots of practice sessions.

Now you might ask: Why don’t I just buy tickets at 9AM? Well…they get cheaper at 11:30 🙂 While tickets at 9AM tend to be in the low $50 range, I’ve gotten tickets later in the day for $20…allowing me to spend that extra money on merchandise!
US Open 2016 Shot Glass

Time For Mail – Continuing Failure @USPS

We all get mail delivered to us at different times throughout the day. Mine used to come at reasonable hours, but has recently been coming after 6PM.

I guess that’s okay, since at least we are getting our mail…except that it comes a few days after it is supposed to. I know this thanks to magazines and the days I’m supposed to receive them.

Sports Illustrated used to come Wednesdays or Thursdays…and now comes Saturdays. Entertainment Weekly on Saturdays, now comes Monday or Tuesday.
On that note, I never even received some magazines from a couple of weeks ago…just plain never showed up.

I went to mail a letter the other day, and noticed the times inside the mailbox “picked up daily before 3PM”…Okay, I guess I know when my letter is supposed to go out. But I don’t think I’ve ever cared about when my letter goes out, as long as it arrives where it’s supposed to in a timely manner and in one piece.
The one thing that has to be especially timely every year (taxes) I take care of months in advance, and file on line, so I don’t even mail that any more!

For all the complaints that the USPS makes about funding and wanting more of it, you’d assume that after doing the same job since 1971 they’d have a better grasp on what they do.

USPS logo

The Dog Pooper

One of my neighbors has a dog.

Thankfully, it is a quiet dog, but his adult son takes him for morning walks to do his daily constitutional, and doesn’t clean up after him.

I know it is him, because I have seen it (as well as have it on video) multiple times.

We have even approached him and asked him to “clean up after your dog”, which shouldn’t need to be asked, as it’s the law, and comes with a $250 fine.

After he’s been asked, he’ll do it in front of other houses for a few days, before coming back to mine.

One day, his dog passed a royal decree in front of my house, as another neighbor walked by. So, like the good dog owner that he is, he bent down, as if to “pick up after his dog”. As soon as the person passed though, he picked up a rock, put it down next to the pile (as if to hide it?) and walked away.

So let me ask my loyal readers: What should one do in this situation?
Besides you know…this:

Rude People

I have a friend who likes to be the center of attention.

Actually, that isn’t true. Actions suggest that they NEED to be the center of attention.

Whether it’s talking over everyone to be heard, telling exaggerating stories, or just inserting themselves in where they aren’t welcome, they make sure to do it all.

I’ve felt this about them for a while, and it’s annoyed me a lot in the past, but this past weekend they did it again, and it pushed me to writing this post.

I was talking to someone, and was literally in mid-sentence when suddenly, they were there, talking to the person I was talking to.

The best part is, this person I was talking too (who is actually a similar character to the one at hand) suddenly turned and began talking back…as if I wasn’t even there and in middle of a sentence…….talk about making someone feel small and unwelcome.

So I just walked away.

When I finished my conversation with the person later, of course there was no “Sorry for that earlier” or any indication that something wrong had happened, because in their fairy tale little world, everything was simply peachy.

Sorry…haven’t vented on here in a while, but it’s necessary sometimes 🙂

Tips Aren’t Required

I park my car every day in a lot, to which I pay a monthly fee.

Upon receiving my car every afternoon, I tip the guys, as it is a service given.

But last week I didn’t tip one day, as the service was below sub-par that day, and I heard them talking amongst themselves saying “Did he give you anything” and “He must’ve given to _____ <another guy there>”.

Let’s just clarify what happened to justify my non-tipping:

  • When I park my car in the morning, they ask me what time I will be picking up the car. This I assume is so that they don’t bury a car that they will need at X o’clock. So when I come in for my car, at the time I said, it shouldn’t take that long to get.
  • This day I walked in at 2:53PM, with one person waiting for their car already. At 2:55 another person walked in behind me to get their car.
  • 2:55 – The women in front of me got her car.
  • 2:57 – A new worker came in, and headed to the elevators to retrieve cars, while another worker came down in an empty elevator, and walked to the office to count his tips (yes, I watched, that is actually what he was doing).
  • 3:01 – The first elevator came down (they have two) with the car of the person behind me.
  • 3:03 – My car arrived.

A ten-minute wait on a day when they have an overabundance of workers, and no customers…

Tips are assumed to always be given, but quite frankly, they need to be earned.

People Are Strange Creatures

I’ve never written a post directly about one person I know…and quite frankly, while I highly doubt they read my posts, if they do, and get upset by it…well, too bad.

About a month ago one of my “friends” fell off the face of the Earth. Literally.

No responses whatsoever to texts or phone calls.

So after about a week that I didn’t hear back, I started thinking: What exactly did I do wrong to cause this person to ignore me?

And I couldn’t think of a single reason…I gave this person a lot, from free things to time and friendship…but suddenly it was like I didn’t exist.

Day 8: Being that I am no longer on Facebook, it makes it a little harder to get in touch with people, but I reached out to a mutual friend, to find out if maybe she had gotten a new number or phone, and the fact that I didn’t see the obligatory Post of “Message me your numbers” meant I didn’t have contact.
They told me that the easiest way to reach her was via WhatsApp, so I re-downloaded the useless app and messaged her a simple: “I’ve been told this is the easiest way to reach you, have you been ignoring me for a specific reason?”

One of the advantages of WhatsApp is that it lets you know when your message has been read…and sure enough, my message was read later that day and not responded to.

Day 10: I write a simple: “Clearly that was a lie” (in reference to this being the easiest way to reach them).

This time I get a reply of: “Sorry super busy, Don’t have time to chat.”

Alright, I’ve had times like that…I figured I’d hear back at some later point…but nope 🙂

Day 15I message them again, wishing them a good weekend, and also trying to figure out why I might be being ignored (as now with no responses, I’m sure they have a valid reason).

My message is simple again, even giving them an out if they wanted one: “Is this because you think I blocked you on Facebook?”

Day 20: Still no response, so I just poke them again with a: “I can’t think of one justifiable reason to ignore me…but I’m sure it’s a great one!”

Day 25: I once again try and resuscitate a friendship, that was ended for some unknown reason, and wish them a good weekend…and finally get back a response:

“Listen I need you to stop. I’m seeing someone and this can’t continue. Just please leave me be.”

Okay, let’s be clear and rewind a second…never did I express any interest to this girl that I wanted to date her.

And that response at the end makes it sound like a million times over she told me to stop and go away, and I just wouldn’t.

How about this? How about you just tell people how you actually feel? And what you actually want?

Back when you first started to ignore me, and told me that you didn’t have time to chat…would it have been hard to say then: “Look, I am dating somebody, and I can’t possibly know any other guy at the same time, so just kindly leave me alone until this either evolves or implodes.”…

I guess I just ask too much of people to be open and not just cut people unexpectedly out of their lives without an explanation.