Sell, sell, sell, and where is the service?
Samsung customers continue to complain about the electronics giants. The latest reviews on Trustpilot are devastating. Now there are also delivery problems with the announced big S22 smartphone.
BILD looks at where the worm is currently hiding at Samsung.
Germany boss Man-Young Kim is obviously having a tough day. Samsung Germany had just announced the new S22 models with considerable advertising spending. Now customers have received this message: “The interest in the Samsung Galaxy S22 series and the number of pre-orders exceed our expectations.”
The S22 Ultra model now arrives two weeks later than promised. Pre-orders who ordered 48 hours after the new release also received this email.
After all: Samsung apologized with a 50 euro voucher. Samsung says: The regular S22 will be delivered as planned.
But Samsung Germany also has other major construction sites: the independent portal Trustpilot receives almost only blatant negative reviews. The last truly jubilant review is from February 17th.
Excerpt from customer anger on Trustpilot:
- “The exchange has already taken more than 2 months.”
- “Extremely poor customer service and not solution oriented.”
- “Extremely poor customer service that works with predictable delaying tactics.”
- “I ordered a tablet with a contract more than 3 months ago. The order has been confirmed and the transaction number has been created. Then nothing happened for weeks.”
BILD readers also contacted the editorial office.
An example: Alexander Fietsch (37), a mechanical engineer from Worms, explains: “On November 26 I bought a TV for 1,579 euros in the Samsung online store. It should be delivered a week later. But Samsung canceled the delivery.”
He asked BILD for support in January. The editors dug into Samsung. And lo and behold: the device was finally delivered on January 28. Fietsch: “Thank you, BILD!”
Finally delivered thanks to BILD: Alexander Fiesch with his Samsung TVPhoto: Private
Samsung says: “In the aforementioned customer request, there was a very rare case during the delivery: the delivery that was started was never delivered for unknown reasons.”
It’s not clear why Samsung didn’t respond to reader complaints beforehand.
Another example case
Samsung often advertises bonuses when certain products are purchased. Customers are only happy if the transaction works. The sending of a voucher of 150 euros for Google Play for the already verified purchase of the Galaxy Watch 4 has been further delayed.
On February 4, Samsung responded to a customer complaint in this way: “Your satisfaction is our most important asset and we are aware that the deadline is 02/03/2022.”
Samsung’s contracted brand value-added agency (which handles the delivery of bonus campaigns) has not responded to this day.
A Samsung spokeswoman admits: “There were delays in sending the coupons for the Google Play Store, which are still ongoing.”
no more delivery dates
Presumably, in order not to cause further disappointment among customers, the German online store currently refrains from naming delivery dates on the website for many products (eg including accessories), as too often the group has had to pick them up again.
A Samsung spokeswoman: “Customers who add a specific device to their shopping cart will see the delivery time there before completing the checkout process.”
Sparfoch verdict: Samsung Germany must regain trust as soon as possible. This works on reliable communication and keeping promises, not more special offers that can’t be delivered later.