A Year In Redwood

Your customer service sucks.

When I got my Samsung Galaxy S3, I loved it.  That was 18 months ago.  Will I ever buy a Samsung product again?  Doubtful!

My problem started the first weekend in February.  My phone would sometimes charge, sometimes not.  On Saturday 8th February on advice given to me by your Irish Twitter person, I rang the help line.  We went through hours (literally) of calls back and forth on that day, as his computer wasn’t working properly.

I should have taken that as an omen.

It was eventually agreed I should send my phone away to be checked.

The ‘special envelope’ arrived, and I sent my phone away on Tuesday 18th February, not knowing how long it would take for it to come back.

I was thrilled to bits when it arrived back on Friday 21st.  Wow, I thought what service!

That delight was short-lived.

By Monday or Tuesday of the following week, the phone was acting up again, but the problem had escalated… now the screen was freezing, the phone was switching off…. I could go on.

Again your Twitter operator in Dublin came to my help and a chap from your Dublin office (I have his name) rang me and we went through the motions of discussing the problem. He promised he would call me back when he had looked into it. Nothing happened for days.  I left various voice messages and nothing happened. Eventually on 26th February I spoke to a different chap (I have his name too!). He told me he’d have to check the records and be back to me “in half an hour, an hour at most.”

I’d like to point out that at this stage the phone was so untrustworthy, I had given these guys my landline number.

He never rang me back!!!!

As you will appreciate I was really annoyed and angry at this stage.  I made more and more phone calls and eventually spoke to chap no. 2 who told me my phone was approved for replacement and I would receive a call with an ‘authorisation code’ in 48 hours.

That, dear folks, was on 28th February.  No phone call came.

Another week of making phone calls…. this time I got to speak to chap no. 1 again. He did at least try to ring me put my Samsung Galaxy S3 is virtually dead at this stage, and I couldn’t answer his calls.  He left me a message saying I would be getting a replacement phone… and I’d get the ‘authorisation code’ from UK in 48 hours.   48 hours passed no phone call.

Following a tweet I put out, I got a tweet from Dublin telling me UK are very busy!!!!!

Do I care?  No I don’t.  I need my phone replaced.

The third 48 hour phone call period I was promised expired on Monday 7th March.

I have made a decision not to call you…. just to see how shoddy your customer service is.  How long can you possibly take to issue an ‘authorisation code’.  You’ve declared my phone unfit for purpose.

My phone is a business tool…. it was meant to be a MOBILE business tool.

It is not MOBILE now, it has to be plugged in at all times.

WHEN ARE YOU GOING TO DEAL WITH MY COMPLAINT?