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Samsung - King of non-support?

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XDAKhan
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Default Samsung - King of non-support?

It's beyond reason the lengths that Samsung goes to not support their current and prospective customers.

About 2 months ago I started my quest for a 64Gb or 32Gb version of the 7.7

Contacting the Portuguese Samsung Customer Support line, I was greeted by a Brazilian-Portuguese speaking operator (...you most probably don't know this but Brazilian Portuguese is not quite the same as the original language and, as such, the use of different expressions and pronunciation can turn any technical support exchange into a very irritating exercise...).

The lady was a-b-s-o-l-u-t-l-y clueless about what was being asked, so the inquiry terminated in frustration.

Since we are such a small market, I investigated a little and managed to circumvent the "official" (non)support network by obtaining the direct phone number to Samsung Portugal.

I've managed to talk to someone in charge over there and, luckily, things are on the right track now, as far as information for the Portuguese market is concerned...but only because I have "inside access".

...but, being that I travel a lot across Europe and have several days frequent stays in the Netherlands, I decided to contact Samsung Holland about the availability for the said models over there. I figured I might grab hold of one of the larger capacity models, while in Amsterdam.

Trying to get back to the Support phone line (Dutch version) proved impossible, as it features a 0900 number that is unreachable from outside Holland, so I resorted to an email inquiry.

Check out this "non-reply" I just received and tell me if Samsung is not testing their customers patience:

Hi,

I travel frequently to the Netherlands.

When will the 32 and 64Gb versions of the GT-P6800 be available and where can I find them in the Amsterdam area?

Thank you,


Client number: xxxxxxxx

Dear Mr. xxxxxx,

Thank you for your e-mail concerning the Samsung GT-P6800.

Samsung offers its customers an extensive dealer and distribution network throughout the Netherlands. An authorized Samsung dealer (and / or distributor) may specialize in a particular type of product. They also have a difference between stocks and groups of products from Samsung.

It is also possible that a "subtype" of an article is not displayed on our website because it is in limited edition and sold by one or more parties exclusively with different product specifications.

These are the reasons we can't give an exact price, inventory and comparative technical information to determine, in relation to deliverability for the product mentioned. We therefore advise you to inquire at a Samsung dealer, distributor and / or retailer in your area (available via internet, telephone directories, information services).

For further question, you can always contact us on the telephone number 0900-SAMSUNG(0900-7267864) for Holland or 022012418 for Belgium, on workdays from 09.00 -18.00 o'clock.
For a quick and efficient treatment of your problems, we advise you to have the following data by hand: Your Customer number, your IMEI-number and the type of your mobile phone.

We hope to have informed you sufficiently.

Yours sincerely,

XXXXXX

Contact Centre Employee


Wow!

XK
 
TonyBigs
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Lots of words that answer nothing. I suspect you were sent a form reply that the service tech thinks most closely matches your request.
 
burhanistan
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Sorry, but I think you're being a drama queen. You asked the wrong department about finding a retail location for a product that isn't available in all areas yet and you met with some language issues.

Not really useful for a post here at all.
 
XDAKhan
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(Last edited by XDAKhan; 26th April 2012 at 07:59 PM.)
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Quote:
Originally Posted by burhanistan View Post
Sorry, but I think you're being a drama queen.
For a senior member, you're quick on the name calling. Since I am a junior one, I hope this is not the norm around here...

Quote:
Originally Posted by burhanistan View Post
You asked the wrong department
Wrong department?...really...?...The one and only Samsung Support line/email?

Do you suggest I go and circumvent all the Samsung European Support lines (...as I have successful done in my own country...) in an effort to have a clear reply from each country I might consider?

Since I've met with clueless support that even didn't knew the models had been announced when I contacted the "Portuguese" support number and now have been served this answer after contacting the Dutch support line what exactly do you recommend?...Drive to Samsung Europe HQ in Chertsey, Surrey, UK and put the question in person?

Quote:
Originally Posted by burhanistan View Post
Not really useful for a post here at all.
I disagree.

Together with my previous experiences with Samsung (...the same kind of thing happened exactly the same way when I tried to procure an BR/HD-DVD player, the BD-UP5000 a few years ago...), this points out to a kind of "unsupport" people should be aware of.

XK
 
burhanistan
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Heh "Senior Member" just means 100 posts. It's a pointless rank.
 
GOF007
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Some questions do not have solid answer.
And they can not just said "We dont know" do they?

Even they are Samsung, it doesnt mean they know everything about their own market plan; the HQ may not come up with the release date or release area yet so they really have no info to answer. And again they cant answer "We dont know".

In the end you get a lengthy reply with equal meaning to "We dont know".
Samsung Galaxy Tab S 8.4 LTE SM-T705
 
Gaugerer
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I think the technical support provided by Samsung on their Official Site and via telephone and other specialist sites such as their firmware site is normal for a large manufacturer but not outstanding.

The release information of new models such as the 32GB/64GB is probably only known to a few people within the higher echelons of Samsung who will release it when they are ready and that is no different from other manufacturers. However, as someone who is impatient to get ICS I understand how you feel.
 
XDAKhan
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Quote:
Originally Posted by GOF007 View Post
Some questions do not have solid answer.
And they can not just said "We dont know" do they?

Even they are Samsung, it doesnt mean they know everything about their own market plan; the HQ may not come up with the release date or release area yet so they really have no info to answer. And again they cant answer "We dont know".

In the end you get a lengthy reply with equal meaning to "We dont know".
Fair enough...at least we know how unorganized they stand.

Since day 1, with the GT-P1000, I can't shake this feeling that Samsung has kind of a "Tsunami" approach to this tablets things...They keep pouring and pouring models out, in "fuzzy" all-out-all-in" approach that even they can't keep pace and track of.

How difficult can it be to announce a model, it's various incarnations and, come the "D" day, have them all in the stores for the customers to choose from?

Apple does it, so...

...as far as the support regarding information about their product goes, in my continuous experience, they better get their act together or they will fail miserably short of the top Android tabs global player they're aiming to be.

With Apple in mind and adopting a oriental tone about Samsung, if I may: "No mater how much he may which so, a cat does not become a tiger just because he thinks he can roar".

XK
 
GOF007
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Even App** will have hard time keeping track of the products if they have so much models and model variations like Sammy.

At the moment App** do not(or can not) release their products at the same time in many countries, and "not at the same time" means many months delay with no solid release date too. There is no official "The New iPad" here yet in Thailand and also many other countries.
Samsung Galaxy Tab S 8.4 LTE SM-T705
 
XDAKhan
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(Last edited by XDAKhan; 26th April 2012 at 11:18 PM.)
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Quote:
Originally Posted by GOF007 View Post
Even App** will have hard time keeping track of the products if they have so much models and model variations like Sammy.
Precisely!

Quote:
Originally Posted by GOF007 View Post
At the moment App** do not(or can not) release their products at the same time in many countries, and "not at the same time" means many months delay with no solid release date too. There is no official "The New iPad" here yet in Thailand and also many other countries.
Don't even go there...there's no comparison.

Apple announced the 3rd generation iPad March 7th, 2012. They announced 6 models x 2 colors.

On the 16th of March it was released in the US. All 6 models, in two colors.

Since then, it has steadily been released across the globe in 55 different counties (Thailand will added to the list soon, as I understand it)

All the announced 6 models. In the announced 2 colors.

We're talking a flawless launch at global scale in about 2 months.

If I decided right now to buy one, I would have it delivered at my door, from Apple Portugal within 5 working days. No inquiries. No endless searches. No clueless "support" operators.

Just one of the 6 models in one of the 2 colors I would have chosen from.

...All I am saying is that Samsung really goes the extra mile for us, their customers, to feel alienated.

If it wasn't for the obnoxious format, the inferior display (for photography) and the "gated", non-adaptive-fully-exclusive philosophy behind their products I know which "buy" button, I would be clicking right now...

XK

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