Samsung New Zealand Recensioni 

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

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