Samsung New Zealand Reviews 84

Pre ordered the s25u on the 23rd of January directly through samsung. Advertised as being delivered 5th of Feb. A week later my new phone hasn't even been sent yet. I felt the advertising was misleading so phoned samsung nz to complain, they offered me 5% off a TV or 10% off a separate phone perchase (not this phone) if I buy it before the 28th of February. My wife pre ordered the same phone from Noel Leeming and picked it up on the 4th of February, with a $600 in store bonus credit. Really disappointed with the treatment from Samsung. Would not recommend dealing with them directly

JBHiFI Albany Auckland, Great service. Purchased x2 Samsung large TVs in a (Samsung cash back promotion in October 2024). It turns out Samsung are not paying customers out. In our case costing us $600. Do not purchase any Samsung promotions as they in our experience have not paid out to date.

So disappointed with their "24/7" support. They shouldn't advertise they do have 24/7 support. Both call and cat are useless and total waste of time. No help at all. I should have read the reviews here before order. Huge regret.

Samsung Microwave & Customer Service – Extremely Disappointing

I purchased a Samsung microwave in 2021, and recently, it became stuck on cooling mode and will not turn off. It cannot be reset, and I followed all troubleshooting steps provided online with no success.

Trying to get support from Samsung has been an absolute nightmare. I attempted to book a service online using two different devices, but the system froze and wouldn’t let me proceed. I then called Samsung, but my call was not picked up and dropped. I reached out via online chat, where I explained all my issues, only to be told to call the 0800 number.

When I called, I was told I had to wait for technical support to call me back “at some point during the day.” Hours later, I finally received a call while I was at the supermarket. I explicitly told them I was out shopping, yet despite knowing this, they immediately asked me for the model and serial number—as if that’s something I would have on hand. I asked for a call back in 15 minutes, but when they called, they only let it ring three times before hanging up. They then left a voicemail telling me to call the 0800 number again because they “couldn’t get hold of me.”

When I called back, I went through multiple holds and repeated all the details I had already provided. They then made me go through the same troubleshooting steps I had already completed before finally telling me I could take it in for servicing—at my own cost. Given the likely cost of the service, it would be more realistic and cost-effective to just buy another microwave rather than pay for repairs.

This entire process has been frustrating, time-consuming, and completely unhelpful. A product that fails after just a few years, combined with terrible customer service and no real resolution, is unacceptable. I would not recommend Samsung microwaves or their customer support based on this experience.

Ordered a washing machine from the online store and payed by credit card. After checkout the store popped up with out of stock. My credit card still has a hold by Samsung for the price of the machine so I'm unable to purchase a machine from elsewhere. Called Samsung was asked to fill in forms which we have done 4 times. Have been told by Samsung to get the hold taken off the card by the bank but the bank can't remove it because it's through Samsung site. Spoken to staff member at Samsung and was asked to provide a screen shot of the hold on the card done this and we start the same process over again. Samsung haven't sent an invoice or even an order number, but still have put a hold on our funds. Seriously Samsung don't sell a product you don't have in stock, don't take people's money when there is no product and if you take someone's money for a product you don't have please return it straight away. We have been buying Samsung products for years and now i am really disappointed with them. Im now looking at other brands of washing machine.

Not recieving verification codes from them, wont let me log in with out it. Charger broke, Pen Broke. Samsung 23 Ultra. Would not recoment Samsung. Deffinitly going with another provider next time. Went to 2degrees where I bought it from, they send me for an hour drive to the fixing place, they make me call. Im on the phone for an hour with someone who cant speak inglish and cant spell my name. She said she would send me an email, never recieved an email. Spent 2 grand on this product. Will never spend anymore money with them. Horrible Horrible Company, Support, no accountability for selling faulty products.

There is no denying that Samsung have some great products and in NZ, some great staff.
Unfortunatly they have some staff that never should be working for them. The eStore is horrible to deal with. Arrogant, unhelpful and certainly not able to give anythink like good service. They will deny you of a refund that should be due and get out of making a payment that most other companies would give under the same circumstances. No wonder they rate so low yet rate high overseas.

Worst customer support
Ordered a vacuum for sale which then the order didnt get processed for a week and a half with no updates then got refunded the amount. The customer support person named Paul gave me 0 help other than spamming 40 emails saying he has urgently notified the online specialists. Then got paired with another clown named Pankaj who called me on his phone and promised this be resolved within 2 weeks max and said he will keep me updated every 2 to 3 days. He emailed me first 0 times and i had to chase him up on another support person to reply to all my emails which i sent out where he finally reaponded after a week saying that the order is unavailable to process and that i just pay full price and they will refund me the difference. Which i denied as i have no faith in them even refunding me the money or that i would probably have to spend months getting a refund as seeing how useless these clowns are. After a total of 52 emails over the course of 1 month, positive that theres 0 braincells present in the support department who can help. Whats even funnier is that samsung nzs estore team isnt even based in nz but in other asian countries and samsung INDIA. If you are having problems, i wish you good luck dealing with these uselss circus crew. I DO NOT recommend dealing with their customer support team.

Request for a refund was made within the 14 day refund policy limit. 6 days later I'm still waiting for a basic refund label to send the product back to the store. It's a basic legal policy they seem to be reluctant to stick to. Waiting to see if they will choose to breach their own basic returns policy.

After having a broken washing machine door seal and being informed the only way I can get it fixed is through Samsung.. they send the job through to a company in a completely different town. After 6 weeks of finally getting the washing machine fixed (with a spewy newborn baby, inconvenient!) I was told they will be in touch about reimbursement for the inconvenience. After sending them the receipt for payments for the repair and more continuous follow ups they have now decided that they won’t reimburse and that if I want to complain I need to take it further with the service agent.. however the problem has stemmed from the way they run their services and the poorest non existent communication. 10.5 weeks all up of chasing them and following them up just for them to now turn their back. Very poor service!

I purchased a phone from the Samsung New Zealand eStore, enticed by the promise of a bonus gift. Despite multiple follow-ups over several months, I have yet to receive the promised items. The customer service has been highly inadequate, with repeated delays and vague assurances but no tangible results. This prolonged and frustrating experience has significantly diminished my trust in Samsung's commitment to customer satisfaction. I expected much better from such a reputable brand.

I pre ordered a case for my new Z Fold 6 so it would be here when I got my phone. It hasn't arrived so I had to go to the store and spend another $159 on a case today so I could use my ph without fear of damage.

I wish I had read these reviews before purchasing a Samsung washing machine. Seven weeks after I bought the machine, the door locked on a load of washing. When I provided my receipt to the Samsung suport service and asked for a solution they claimed that their records that showed my appliance was "outside of warranty." They demanded a payment before they would book a service. I requested a copy of their "record" which they were unable to provide. I was then asked to open the door to the washing machine and provide the serial number??? Fortunately Google had the remedy. This Service needs professional development on business ethics, the Consumer Guaratees Act, advising correct simple procedures a customer can follow for issues such as releasing a locked door, and how they can build trust and confidence in both their product and their service.

Samsung Washing Machine not even 4 years old (told out of warranty) stopped working. Told to phone and customer care line told someone MAY phone between 2-5 days as it is a weekend coming up will probably be a week! In the meantime washing machine full of water with clothes in it as we can’t open the door. Poor quality and service we won’t ever by Samsung again!

Won't by a other Samsung product as along as I live. Customer Service on their 0800 number is bad. My still under warranty Zflip 4 stopped working unless it was plugged into a wall charger. Sent it to Samsung customer service kiosk and heard nothing for a week so I called 0800 number who told me they were waiting on my reply to an email I never got. Told me it was impact damage, apparently a scratch on the hinge and a yellow line on my screen that wasnt there until I gave it to them was proof I'd dropped it. I hadnt. Declined the repair but asked for someone to come back to me and it's apparently been given to a case manager 5 weeks in a row I've called and no one can give me any information on this dispute.
In my opinion it doesnt matter how good yr product might be, if there is no after sales care or customer support it's not worth it. Will spend my money somewhere else to replace this and never buy Samsung again.

I ordered the latest Samsung Freestyle 2 from the Samsung New Zealand online store in November last year, and the experience has been nothing but painful. After placing the order, Samsung NZ had no idea when it would be delivered. Worse still, the customer care staff on the phone seemed indifferent to my inquiries about the ETA of the device, simply telling me it would arrive soon. It felt as if they expected me to stay home and do nothing but wait for it. In hindsight, I should have taken this as a sign to cancel my order, but I foolishly proceeded.

In the beginning of May, the projector suddenly stopped working without any prior indication. I took it to the Samsung center in Albany, and ever since, I've been getting the runaround. When I call Samsung customer care, they refer me to the Albany center. When I finally reach the Albany center after multiple attempts, they tell me they are waiting for parts. It's quite concerning that a device less than six months old is having these issues. The lack of transparency and apparent disregard for their clients' time is extremely frustrating.

If I eventually get through this ordeal, I am highly unlikely to engage with Samsung NZ or purchase their products in the future.

Just awful to deal with, not forthcoming with information particularly around the compensation process with costs incurred or damages created with a faulty washing machine. My washing machine faulted it took an excessive amount of time to sort a replacement. It was me you asked them after a month when did the compensation policy kick in, I was not advised. By this point I had not retained receipts and disposed of mouldy teatowels etc (I don't drive and can't just get to a laundromat with 2 kids). When I submitted my costs they did not inform me I could claim for damages (it had been months by this point), it was only a CEO Escalation that resulted in them sending me the form.
After I submitted the damages form, the new machine faulted, plus i found more faulty items (non urgent items which had been sitting in a laundry basket while I prioritised clothes we hadn't been able to wear for weeks, I'm talking blankets with holes and runs, holes in duvet cover, towels etc. I submitted the newly discovered damages at the same time as the mouldy items from the 2nd faulty machine. Samsung rejected the claim for the mouldy items despite me not having a washer again for weeks on end and would not extend discretion based on the first machine to further compensate damages found because I'd already provided evidence and they'd closed it on their side.
They intentionally didn't inform me so I didn't hold onto receipts, nor did they provide the forms up front. They've been awful to deal with the whole time.
I feel lied to by omission.
If you're about to deal with their process remember to hold onto every single receipt that even slightly relates to your faulty item and do not submit your forms believing that an ongoing process will allow you to add more, I thought providing everything together at the end of the rigmarole of the 2nd faulty machine was the kind and helpful thing to do for the agents, but the courtesy has resulted in loss of opportunity for me to seek compensation. It's been 6 months, I've only just got my new replacement washer, and yet they refuse to look at the situation as 6 months, only in segments which again suit their processes and not as the whole situation.

Worse aftersale I have every deal with. Bought a s24 Ultra less the 2 weeks of used have lines on my screen. Still have got a inspection report after 2 weeks and now they still waiting for the ghost e-store team for resolution and out comes. Do they even exist ? When they are not replying their email ? And the only form of contacting them is by email which they never seems to reply......

Mobile trade in values are fraudulent. Samsung suck you in with their estimated trade in values for your old mobile and then when your devices is 'assessed' a fake rationale for lower values are given in the hope you accept the lower values. Don't fall for this scam.

been trying to disable the tv plus option as it will routinely turn its self on disabling the tv when im using it, support has been no help runs me in circles, and has provide no help beyond copying and pasting the manual to me, if you are at all possible never purchase from this company as while there are positives to the products the customer service is lacking to such a degree you would be better of just tossing the device at the first sign of issues