Dave Burrows – Tech / iPhone Blog – Technical Evangelist

After having numerous problems with the Samsung Galaxy S and not being able to fix the problems using internet forums I decided to call Samsung up in the UK.

Boy was that a mistake.

Call 1 (Tom) – Problem #1 – Wanting to know when the GPS fix would be available, 1st agent couldn’t tell me but said it would be sometime soon, and when I asked if it would fix the problems with the crappy GPS receiver in the device as a lot of AT&T customers already say they have received the fix and it hasn’t his remark was “I don’t know sir”.

Call 1 – Problem #2 – Samsung Kies will never connect to the Samsung Galaxy S, ever.  After exhausting uninstall and reinstall of Kies, uninstall and reinstall of USB drivers, the 1st agent put me on hold and then cut me off.

Okay, wasn’t happy but understand these things can sometimes happen and it probably wasn’t intentional.  So I placed a call again, sat in line waiting in the queue, got answered by the 2nd support rep.  Decided to cut to the chase and skip problem #1 as that was a futile effort and lets focus on problem #2.

Call 2 (Didn’t provide his name) – Problem 2, Support Rep tried to walk me through uninstalling and reinstall Kies and the USB drivers, even though I told him I had already tried this twice myself prior to calling Samsung and also with the previous agent who cut me off.  He then said he can’t hear me and couldn’t understand me (I believe he had a strong Spanish / European accent) and then cut me off midstream as I was talking to him.

Okay, now I’m pretty annoyed, that’s 2x call cut-offs to Samsung’s World Class Technical Support.  Right, I’m not taking this lying down, so I call back and get a 3rd agent this time.

Call 3 (Menna) – Go through same rigmarole again of trying to uninstall and reinstall Samsung Kies and the USB drivers, and still doesn’t work.  She asks me to try it again (this is now the 5th time) and even though I had told her that I’ve tried this on 3x other PC’s and I’m having the same thing, she asked me to try it for the 5th time (maybe we’ll get lucky) and then told me to call back if it didn’t work.

Call 4 – I call back and ask to speak to a supervisor, explained my position and I was denied to be transferred.

Samsung IT DOESN’T WORK!  Your products are terrible, your Support is the worst support I’ve had to deal with in the last 12 months!  When are you going to fix your products and fix your support??? I spent over 3 hours on your support lines to be cut off 3x times and to be told my case would not be escalated.

If anyone wishes to contact me from Samsung to discuss the poor support then please feel free to do so.

If Samsung want to see other customer complaints, then look below…

Samsung GPS problems not fixed

18 pages of Forum posts in customers not getting Samsung Kies to work…!