Samsung New Zealand Reviews 84

Have to agree with all the other reviews here, customer support is non existent. Issue with my fridge randomly freezing things every 5 or 6 weeks, just want to speak with someone but get to Philippines call centre who give me NZ number but they are just a separate service centre who just want to say it is out of warranty, they should know NZ consumer guarantees act covers these type of goods for 5 years, they gave me the Philippines number again, round in circles. Certainly would not recommend Samsung appliances and all these negative reviews here prove that.

I ordered a Samsung S24 on pre-order and selected my address from those provided. There was apparently an issue with the address and the phone was returned to Samsung. I called them immediately but was told they need to speak to their logistics team and get back to me. I had to call 8 times over 2 weeks and kept getting the run around. I eventually insisted on speaking to a NZ manager who first told me he could see my phone has been delivered so obviously had not looked into the case. I finally received my phone 3 weeks later than I was supposed to after much hassle and chasing on my part. Do NOT order direct from Samsung.

The customer service is not professional at all, took more than 5 weeks for them to fix my phone even when it was covered in warranty

I pre-ordered the Galaxy S24 Ultra via the Samsung online store. However due to a system error, the order was not being processed despite the payment. I have made numerous inquiries including both phone calls as well as emails. Each time I was told that someone from the estorenz will contact me back on the same day I made the call. However the promised follow up never happened except for one acknowledgement email Samsung sent to me on the 1st of February after five calls I had made prior.

From the email i received on the 1st of Feb, I understood the case had been escalated to the manager. I have been patiently waited for the investigation and there has been no follow ups or any form of communication since. Then I made two calls on the 8th and the 9th of Feb again and both times I was promised someone from the estorenz will contaced me on the same day. One of the agents even said someone was about to email me and I should receife an email in 10 mins. They again failed to keep their promise and conatct me.

Samsung customer service / estorenz easily has been the worst customer service I've dealt with and I've learned that I can never trust anything I was promised on the phone.

This may have been a system error but it is the Samsung estorenz customer service that had let me down. Now I have no trust in their ability to make it right and I just want the REFUND! I would not recommend anyone order from Samsung estorenz!

Trying to preorder the latest phone. Have had to now pay FOUR TIMES as they order fails to go through BUT the payment does. Instead of just sending me the order as per the amount I have paid and the screenshot of my cart, they REFUND me and ask me to order again. And the same thing happens again. NOBODY can problem solve - I would be embarrassed to work here. I have been waiting for almost two weeks to get this resolved and have had enough. NEVER PURCHASE ONLINE VIA SAMSUNG

Samsung have the worst quality control and customer support. I have a remote control for an 18 month old TV, which is actually my second because the first stopped working. They refuse to repair or replace a faulty remote after such a short time explaining one year is a reasonable amount of time for a remote to last!

I ordered two phone cases. They sent one. The box had not been tampered with, they clearly didn't include it.
I have complained multiple times and they haven't offered a refund or to send the missing case. I never thought I would have this trouble with Samsung! I am Hugely disappointed and I will be making a formal complaint. Don't buy from them, they will scam you! The customer service is terrible.

Worst customer service I have ever seen. Purchased phone for wifes birthday on 23 Oct. NZ post lost it. Over a month later still no refund recovered. Absolute terrible service and comunication. Still no refund

Have only ever had Samsung phones as I don't like Apple IOS, but dam you Samsung you have forced me to the dark side...with your stupid updates...I have phoned and emailed asking for help to turn you stupid spoken assistance function feature of, which turns on constantly......but it's like smashing your head against a wall trying to get issue resolved!

I purchased a Samsung S23 Ultra for $3,099 and got a store credit of $600 on 17th Feb 2023. Went back in May to make use of my store credit and saw the Samsung KIOS CLOSED! Was told they closed End of February/Early March all Samsung Stores in Auckland.....right after they gave the BIG Store credits....Emailed them...got a reply the next day they apologised and will get back in 2 to 3 days and will issue online credit vouchers. 3 weeks later follow up and get a reply 3 weeks later asking me all sort of receipts and proof before they can do anything...NICE frustrates the person until they are too tired to carry on with their claim.....I sent them everything.....still nothing.....told them i will file a tribunal....and same old BS......we are nearly there.....getting it done its has been 3 months.....WHAT A LOAD OF CRAP!

Very poor customer service purchasing from Samsung/nz. Over a month after purchasing from them I still haven't received the items I ordered and support has stopped responding.

I bought a Samsung S22 Ultra with a 512GB memory 7 months ago through 2deg in Albany. During the last 3-4 months I have been experiencing constant call-dropping and missed calls. I tried to get some help through 2deg but as expected it was a total waste of time. I swapped the sim card and it was still the same. I then started using and old 4-year-old phone and the issue seems to be resolved.
DO NOT BUY A SAMSUNG S22/S23 !!!!

herrendous, very poor customer service, dont buy direct from them. absolutely useless bunch of people working there, never ever will they uphold their gurarantee/warranty. always excuses - pitiful for a global company

Bought a zflip 3 just over a year ago the screen saver has already failed,now the screen is cracked on the fold.Now I have to send the phone to Auckland and pay $63 for samsung to assess the problem and whether to replace the screen which can take over 4 weeks.The phone is under warranty so I could be without a phone for over 4weeks Samsung need to sort out the customer service I paid$1400 fir the phone I woul never recommend them to anyone zflips are a failure just like the customer service

Overall unhappy with the service I have received from Samsung NZ. I purchased a curved monitor on Sep 22 which suddenly stopped working a couple of weeks ago. After trying all the recommended fixes to no avail, they asked me to bring the monitor into their service centre to get it looked at or alternatively take it to the retailer I purchased it from. Sounds simple but turns out they have very limited-service centres. The closest service centre to me is around 80k from where I live and is only open Mon-Fri 9 am-5 pm. I work full time during the week so getting there is not easy. Returning to the store is not a viable option either as I bought the monitor online (the closest store is also around 80k from where I live)

When I explained all this to the service centre, they were unable to offer any solutions to the issue. More accessible service centres or agents for repairs/warranty claims would be a big help in this situation. I will probably end up having to write the monitor off and buy a new one. On a positive note, the service I received online from Samsung when I first contacted them was reasonably prompt and helpful.

Horrible experience Samsung, so disgusted with your customer service.
I gave my Galaxy S22 ultra for repair as it wasn't fast charging. I asked for a spare phone and I dint have any phone to use for next 3 to 5 working days. The lady at counter assure me and guaranteed it will be fixed on urgent basis and will be couriered to my place in 2 days as I stay far. After multiple follow ups phone calls which no one answer untill 5pm. I managed to get hold of some one and changed my address so it's delivered at the right place. It was supposed to be dispatched next morning but no one followed up, after calling entire day a guy answered at 5pm saying it's ready for pick up and had no clue it was suppose to be couriered so again after wasting a day it was dispatched the next day in evening so the following morning I should receive the courier which is day 4 by now. After tracking entire morning I see that the courier guy try to deliver but no one home to I needed to collect it when I was home entire day. After calling courier company all morning to my surprise they told me that the unit number on the parcel is wrong hence the guy left. Now it will be delivered next day which day 5 btw. And still without my phone when it was repaired in 1 day. The courier company told me since there is a change in address it will take another 2 working days which means i have to wait the entire weekend without my phone which makes it 9 days without a phone. Pathetic service.

Purchased 4 appliances 2 needed to be replaced and 1 replacement repaired. The other 2 have Manufacturing faults but they are deemed "out of fair life" even though they were faults from manufacture! Will never buy a Samsung product again!! Took 5 months of emails and phone calls for them to not stand behind their product!!!

Samsung has a non-existent customer support service in NZ. They are absolutely non serious about about.

Similar to other people, I had also purchased a very expensive Frame TV, a little more than a year back. The TV became faulty just 2 months out of warranty.

Customer support contacted me another 2 months after raising the support ticket and then had a repair quote more than half the price of the TV.

Finally on agreeing to repair it for free, they started with new shenanigans of delay due to being out of parts.

Seriously, the time and money spent on samsung products is just not worth it.

I would strongly advise people to not even consider buying a bulky appliance from them like a Refrigerator or a washing machine. If it goes back, you won't even be able to buy a replacement and install it. Forget about getting it repaired.

I bought a BLK 427L Samsung fridge/freezer. The product promo didn't highlight a lot of points however one of them was the black surface was finger print resistant. Well, after 2 days the fridge has fingerprint marks all over it around the side of the door where handle is. It's only me using it so it hasn't had that much use but I'm really surprised to see how easily it shows fingerprint marks.
However, on the positive side I love the fridge itself. It is quiet, lots of space and really well lit. The temperatures are very good. So overall it's a great appliance. Just disappointed that one of the outstanding features of the fridge turns out to be false.

Beyond pathetic. I purchased a smart monitor from Samsung online. Arrived a week later which seemed reasonable but was an out of box failure. I am now 7 weeks down the path and having a complete lack of response and customer care. I am out of pocket and have no monitor. I just want it sorted thats all. I would have expected with an out of box failure they would have jumped all over it.

I wont buy another Samsung product again. Great products but when it goes wrong seems this big Corporate could not care less about you.