Samsung Customer Service Review - How Samsung Lost a Lifelong Customer

So this week’s video is a story about my recent experience with Samsung customer service. I’m not really expecting Samsung to reach out to me to give me a, you know, a “We are sorry” because they are a big corporation, they already have a lot of my money from previous purchases, so why should they care?

Well, I’m sure LG is going to care. I just picked up a 34 inch 21:9 Ultragear Curved Monitor. Samsung makes a comparable product, and I very well would have bought their Odyssey monitor, but it's really hard to even consider giving a company more money after they sting you along for 36 days on your refund. Sure, Samsung probably thinks everything is good because I got my money back, but as Orson Scott Card wrote for Ender Wiggin “How you win matters.”

It doesn’t matter if I got my refund, it matters how I was treated.

The only person who gets a gold star on this is Samantha from the Samsung Social Media support team. She is the textbook of Outstanding Customer Service. Samsung needs to figure out how she does her job and have every model that level of taking care of customers.

This is a learning experience for any business owner. Do not put all your focus on your sales team at the detriment of your support team. Your sales people sell to customers once, your support team turns your customers into heralds of your brand name.



Sounds courtesy of zapsplat.com

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