It is interesting in this ever more connected world how poor larger companies deliver customer service. I have, always liked Samsung products. Phones, watches, TVs etc. All seemed very well made and just worked.
I recently bought a Samsung washing machine. What could possibly go wrong?
I had it delivered on the 27 Dec and it died on 28th. It decided after less than three loads of washing that the electric supply in my house was not for it. Tripped the circuits, shut down and applied sulk mode fully locking the door in mid cycle. I studiously followed the online fault reporting process to no avail. Was then advised by the online chatbot to call customer services.
Post New Year
Call 1: to 0333 14mins 33 secs. Incoming trouble shoot, Told I need to ring technical support
Call 2: to 3996 6mins 57 secs. Got to three in the queue got distracted, hung up
Got told off for being distracted. Rang again
Call 3: to 3996 5 hrs 29 mins 52 secs. Thats not a typo! Got to one in the queue, weak and tired, hung up.
Next day
Had message to call engineers.
Call 4: to 3996 37mins 39 secs got to one in the queue, Had to take incoming call from needy child, hung up.
Got told off for hanging up. Needy children don't get clothes washed.
Call 5: to 3996 1 hr 1sec. Got to one in the queue. Received a separate email advising that engineer would visit at some time on 16 January to advise on what had killed the machine. Hung up.
In the meantime new washing machine sits in the utility still sulking, door still locked and clothes silently festering inside.
The irony is that the small company which supplied the machine were more than happy to replace it at their expense next day, but only once the wet clothes had been removed.
Chief learning:
Even if the small supplier is great, the larger manufacturer can still mess up the whole process.
A subsequent check on FB indicated that I was not ALONE. Samsung seem to have a really bad reputation for customer service. I failed to do my full diligence.
I really need to get back to work as domestic dramas are quite draining.
Samsung, get a grip and have someone answer your phones. Being told for hours that you are number one in the queue is fooling nobody.
Happy New Year everybody
Senior Correspondent at Vibe Media Corporation | LinkedIn Top Voice 2024
2moThe approach to balancing personalization and efficiency is particularly insightful. The use of AI to enhance agent performance and improve customer experiences is a strategy I’m eager to explore further. Curious to learn more about how you measure the effectiveness of these initiatives in terms of customer satisfaction and loyalty. Are there any specific metrics or KPIs you're using, Erbil Topgül?