Category Archives: Customer Service

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.

Extended Warranties and Your Credit Card – @Chase

When you buy an item, especially of value, it’s usually done on a credit card.

And what we often forget is that Credit Cards offer extended warranties.
Chase Freedom, 1 year. Citi Double Cash, 2 year. And I’m sure your cards have similar incentives.

But we never think about it nor take it advantage of it.

Recently my Moto 360 started acting up. Whenever it would have extended vibrations (phone calls, multiple notifications at once, etc.) it would shut off, and couldn’t be turned back on until placed on its dock.
And when it would start to recharge, it would pick up right from where it was before it died (if it had been at 81%, it would start from there, etc.).
So it wasn’t killing the battery completely, it was just shorting out.

Unfortunately it was 20 months after I had bought the device, and the Motorola warranty was for 12-months.
Something sparked in the back of my mind, reminding me that my Chase Visa Card extends warranties. So I called them up and told them my scenario, and they told me to send it in for an estimate.

Motorola reviewed it, and determined that it would cost $100 for repair, and Chase/Visa approved it.

Last week I got the Moto 360 back on my wrist, and the battery is as good as it was on Day 1.
I am getting full days (3AM-8PM) battery life, with more to spare if I needed it.

Thank you Chase and Visa for making it easy!

Photo cred: creditcard.com

Photo cred: creditcard.com

Rockport Customer Support

I have a pair of Rockport Hydroshield Waterproof Dress Shoes, that I wear occasionally.

Unfortunately, they wore down on the bottom, after limited usage, and started taking in water when walking through puddles.

So I contacted Rockport, and they told me to send them in, and they’ll review them.

After mailing them in (and waiting 4-6 weeks) I received a package from Rockport, with a fresh pair of shoes.

Thank you Rockport!

Ad I guess it holds true. It can’t hurt to ask and see where it goes.

Rockport Hydroshield

Customer Service at @Jet gets an A++

My Dad placed his first Jet.com order last week, and eagerly awaited the special purple box. I’ve talked previously about Jet, and my little Jet Li action figure.

Jet Box

He ordered two items, that generally come with a bonus pack (Ex. Buy the 300 pack, and get 24 free!), yet when they showed up, it was just the generic packaging, with only 300.

After reaching out to Jet, they took no time in fixing their mistake, and sending out a package with 200 more of the item, at no charge to us at all.

Thanks Jet for stepping up and doing more than what was expected in correcting the mistake!

Amazon Customer Service (Almost) Shines Again

I put in an Amazon order last Wednesday, using the standard Prime Two-Day delivery. Yet Friday came and went with no package…

And since it had been scheduled for Friday, it wasn’t eligible for Weekend delivery, so it wasn’t delivered yesterday (I still need to figure out why….) and I have to pick it up from an unknown location today…six-day delivery…hopefully.

It’s strange, because had I ordered it Thursday or Friday, I would’ve qualified for weekend delivery…

So I contacted Amazon on Saturday night and inquired about where my package was, and found out that a UPS truck had broken down delaying my package.

Since I hadn’t paid shipping to begin with (as it was included in my Prime), they couldn’t give me money back on the shipping, so instead they extended my Prime by a free month.

Thank you Amazon for your cooperation with the delayed delivery! And hopefully it’ll show up somewhere in Brooklyn later today!

Magazine Customer Service

Yes, I know, I’m weird like this, but I still get (and read) actual paperback magazines.

In the last week though, combined with really poor US Postal Service (or as they call it: Another day at work), I have had to make two calls to Customer Service for my magazines, and was very pleased with the outcomes.

The first call was to Sports Illustrated, after never receiving last weeks issue, and from when I dialed the number, until after I was done with the machine and the agent, was 2:46 (2 minutes, 46 seconds), and they had taken care of it as I requested.

The second call was to Wired magazine, after getting two issues this month, to resolve that issue. I had renewed at a great rate, but instead of it renewing, it started a new subscription…a simple call to them and they combined the two accounts. Total time of call: 3:01 (3 minutes and 1 second).

I wish all customer services were this easy to deal with.

Amazon comes close in helpfulness, but it takes longer than these calls times’ to get through to an agent with them…

Talk and Data at the Same Time? We think not. Verizon Wireless #Fail

That’s right, I bought a new phone a month ago…it has been out now for two months…and it still can’t do talk and data at the same time.

These days that is a given on almost every phone and plan out there.

It can be something simple, as checking an email for an Order Number while on the phone with Customer Service, or even more likely: Using GPS Maps while on the Phone….Can’t be done on my phone.

Verizon Wireless is updating to HD Phone Calls via Voice Over LTE (VoLTE)…this sounds like a disaster to me, since if the call is started on LTE and you lose that coverage, changing to standard 3G or even just a phone call 1G, it would possibly drop the call.

But in order for the phones to handle HD calling, they need a program called “Advanced Calling 1.0”. Until that point, the phone can’t make an HD call and do data at the same time.

advanced calling

So instead we can now do regular phone calls, or data, but not both at the same time.

When I first got my phone on October 23rd, I called Verizon, and was told it would be available for my phone on October 27th….that date came and passed, and I contacted them again, now being told it was only available for certain phones on that date, but not mine…when I asked when it would be available, I was told “hopefully within a month”.

Well Verizon Wireless, it’s been one month for me, and two months for the phone, and you guys are looking like fools for not having features that other companies have been offering for years (even the customer service rep that I spoke to didn’t believe me when I told him I can’t do both at the same time on a new phone).

Get your stuff together.

And while you’re at it, can I please have a Lollipop?

Lollipop Forest-578-80