Review Time
Bad service. I ordered a mobile phone through their website. It says the shipment is tracked and I received an email saying my order is with the courier and the tracking number isn’t working. I contacted support and they told me to wait for the courier to phone me for an update. Even small businesses have better work ethic than this.
TV stopped working for no reason, took a week for a tech to arrive and assess and decide it was broken.Two weeks now and still not functional tv in the house. Samsung saying they have "escalated" the claim, still no response, Christmas 3 days awayt and now it appears we won't have a tv until well into the new year.
I had an extremely disappointing experience with Samsung New Zealand regarding a recent TV purchase and trade-in.I purchased a Samsung 75-inch Vision AI QLED TV during a Black Friday promotion, applying a $100 coupon and a $400 trade-in discount, and paid $1,492. The very next day — before the TV had been dispatched or delivered — Samsung reduced the price of the same TV by a further $193.I immediately contacted Samsung requesting a refund of the price difference, as the order was still pending dispatch. Acting in good faith, and to avoid the inconvenience of cancelling and re-ordering the exact same product, I allowed delivery to proceed and permitted the collection of my fully functional 60-inch TV as part of the trade-in.Samsung then refused to refund the $193, relying on rigid terms and conditions after failing to respond before dispatch. As a result, I was left without a TV for over a week and under significant stress, despite doing everything reasonably as a customer.What is most frustrating is that this situation was entirely avoidable. A simple price adjustment prior to dispatch — or even timely communication — would have resolved the issue. Instead, Samsung benefited from my goodwill while refusing to act fairly.This experience has seriously undermined my trust in Samsung’s customer service and trade-in process. I would caution others to be extremely careful with Samsung trade-ins and price changes, especially during promotional periods.
If I could rate them a negative, I would. Absolutely horrible communication within they’re own company and the processes seem so ancient. We contacted them regarding a fault in sour phone despite just buying it. Took it to the service center (twice) which is a completely different team who do no communicate with the customer service team or vice versa. It took us a whole 5 months to actually get somewhere and only got a reply today from a completely different team, not the service center, not the customer service team but a whole new team that don’t even leave their number when they tell you to call back. I’ve always liked Samsung products but after this I’m definitely going to be looking at other brands.
I was going to report a suspected phone spoofing to Samsung, but waiting an eternity for their online customer care, after they have already acknowledged me, leaves me believing they will only take note when I take this alternate route.While I'm at it, I object to being constantly hounded about accepting new T & C's for my phone when the only ones that should legally apply are those that were stated at the time of purchase.Making it worse, they never detail what the actual changes are, and I personally regard that as suspicious, at best.I've had higher end Samsung phones for some 18 years but my current will be my last.
Had issues in the beginning trying to sort my account. But after a few hiccups I got personalised help from one person through out the process (unlike most places where it’s always a different person). They went the extra mile to make sure my issue was sorted. Highly recommended. Local area rep Scott was very helpful too.
Hi Samsung NZ,I want to bring this to your attention—because it matters.I've been a loyal Samsung customer for over 15 years, but my recent experience with your customer service has been extremely disappointing. While trying to purchase your most premium phone, a glitch on your webstore caused my payment attempt to time out—despite multiple tries.I reported the issue with full details, expecting a prompt and helpful response. Instead, I received delayed replies filled with generic, copy-paste text from FAQs—no real acknowledgment of the issue, no investigation, and no effort to make things right.This kind of dismissive service seriously damages customer trust. One uninterested representative can undo years of loyalty. I expected better from a brand like Samsung.Please do better.
I bought a Samsung jet 65 vacuum. Had so much difficulty finding a filter for it. Turns out there are at least 50 different model numbers and Harvey Norman dont sell filters. Bought one through Steves appliances that should fit my model but has error message, filter dirty. Would not recommend touching a samsung stick vacuum. Harvey Norman and Noel leeming don't have filters. It should not be this difficult. I have a miele cannister vacuum and they sell one of 2 bags for all models. This has remained true for 20 plus years. Don't buy a vacuum from a tech company. The help line was hopeless made me stay on phone for some voucher which took 40 minutes which entirled me to a 5percent or 10 percent discount if spend 500 dollars. Then gave me a complete different number to call at end of it. I presume the call centre is offshore as very hard to understand conversation.
I do not suggest purchasing a Samsung mobile phone in New Zealand. I bought a Samsung Z fold and after a year the phone started giving problems cannot connect to USB and my screen switches off when you go from the Big Screen to the small screen or if you're open the phone the screen stays black. The online technical team was very helpful but do not go back to the store you purchased your phone from as they are of no assistance we then drove through to the Samsung store in Rosedale Road which is the only Samsung store in Auckland only to be told you need to come back on a weekday but they will phone you, it is 2 weeks later still no phone call to have my phone taken in to be fixed or checked so I am stole sitting with a phone that is not operating the way Samsung promised. Very disappointed in Samsung. I purchased all my technology in my house as Samsung and I wish I would have gone with a different brand
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