A disgruntled Samsung user recently voiced their disappointment in a Facebook complaint about their negative experience with Samsung’s customer service at their service centre.
What happened?
The customer, Arya Simon, who visited the Samsung Service Centre at Westgate, Jurong East, sought assistance for the appearance of green lines on their Samsung S20+ and expressed their dismay over the service they received.
The complainant, who brought in both their own and their spouse’s Samsung S20+ for the screen issue, detailed their interaction with Mrs. TIM, the customer manager (CM) at the service center.
According to the complaint, TIM allegedly informed the customer that in order to resolve the green lines on the screen, they would need to replace the LCD, and a labor fee of S$54 would be charged. Additionally, the old LCD was supposed to be disposed of as part of the process.
“Additional fee” of $300
However, the situation took an unexpected turn when the customer’s screen was found to have minor damage in the corner.
TIM reportedly claimed that an additional fee of over S$300 would be incurred for the repair, making it no longer a free service.
The complainant argued that the issue lay with Samsung’s hardware and software, and the slight damage to the LCD corner should not affect the overall resolution process, as the old LCD would still be discarded.
The customer requested that the green lines be addressed without the need to replace the LCD, as they were willing to accept the slight damage.
The complaint highlighted the customer’s frustration with what they deemed “ridiculous reasoning” by TIM, suggesting that this additional fee was merely an excuse not to replace the LCD.
The complainant contended that the green lines issue was not a result of damage to the LCD but rather an inherent hardware or software problem.
In their Facebook post, the user expressed their deep disappointment and regret at purchasing a Samsung S20+ due to what they perceived as subpar customer service. They called on Samsung Singapore to provide a proper response to their concerns.
Here is what he said (SIC)
Hey Samsung Singapore
It is so disappointing to see how I was treated at your Samsung Service Centre at Westgate, Jurong East.
I took my Samsung S20+ (unfortunately my phone and my wife’s) for the green lines appeared on the screen. Please hear me what Mrs TIM, customer manager (CM) told me!!
In order for us to remove these green lines, we need to replace your LCD and you need to pay us S$54 as labor fee. She mentioned that the old LCD would be disposed.
However, due to your screen getting small damage in the corner, TIM (CM) said that I have to pay another S$300+ and will not be free anymore!!
I questioned her back that users affected by the screen issues are not at fault, and the issue lies with Samsung’s hardware/software and the damage to the LCD will not make any difference as in the end, the old LCD will be disposed! I requested her to remove the green lines without replacing LCD as I DO NOT have any problem with slight damage in the corner of my handphone. BUT she insisted that I have to pay for LCD!!!
TIM (CM)’s reasoning is extremely RIDICULOUS AND IT’S ONLY AN EXCUSE NOT TO REPLACE LCD!!!
Samsung Singapore,
IT IS SO DISAPPOINTING AND REGRETING BUYING SAMSUNG S20+ WITH SUCH A LAUSY CUSTOMER SERVICE!!!!
The green lines issue lies with Samsung’s hardware/software and NOT the damage to the LCD!!!
I hope I will get a proper answer from you.
Thanks
Source: Complaint Singapore Facebook