Samsung Tech support
Samsung’s tech support is rather clueless. The situation was rather funny though…
I got a Samsung camcorder for christmas and it had the slight problem in which it couldn’t actually read discs at all. To Samsung’s credit, this particular camcorder had been a display model (only one in the store..) so it’s entire likely that the camcorder had been damaged in some way by customers playing with it. I figured the camcorder was pretty much dead because the disc wouldn’t even spin. At any rate, I thought I’d look around and see if there was a quick fix before returning it to the store.
I looked around online a little and didn’t see anything that would be at all helpful. At that point, I decided to call up Samsung’s tech support and see if they could give me any useful advice. Ha.
To start with, the guy wanted a bunch of information to set up an “account” with them. I actually do understand their wanting to do this because then they can easily track the situation and if you call back later you can just pick up where you left off. I didn’t really care for that though as I just wanted some quick answers. I told him I wouldn’t give him any info and, although he did seem confused for a moment, he went on without bugging me about it. I told the guy about the problem I was having with the camcorder and he only really had one solution. He said I should go to Samsung’s website, download the newest firmware for the camcorder, and then burn it to a disc.
I immediately saw a slight problem in this approach, so I went ahead and asked him if I could just update the firmware via USB instead. Unfortunately, he was rather adamant about burning a disc. I then had to break the bad news that it would be rather hard to do since the camcorder couldn’t read discs… The only other thing he could do was to transfer me to a “level 2″ tech, and of course he would need to grab that info from me that I earlier refused. I just said no thanks, I’ll just bring it back.
That’s some great advice though. If you have a Samsung camcorder that can’t read discs, just burn the latest firmware to a disc and stick it in the camcorder and that should take care of the problem. Duh.
broken
camcorder samsung Technology Popularity: 13% [?]
So very typically “supportive”
Thats very funny. I think I can top that though …. I had an HP desktop pc about 4 years ago (thats not the funny part) and 2 weeks out of the box I OBVIOUSLY blew the power supply even with a surge protector of the highest quality. I call tech support (which is NOT a toll fee number or even a local call) and totally get jacked around for over an hour. One of the funniest things they told me “I had to try before they would allow a repair” was to unplug the tower from the wall and the plug from the back of the unit. Then while unplugged hold down the power button for 5 mins (while Im on hold paying for this help mind you). While the unit was still unplugged I was told to “try to turn it back on by releasing and then pressing the power button again”. I swear to you the next thing this guy asked me was “Did it turn on?”. I told him “What do you think it did?” followed by “Ideally what would have happened with that useless task?”. Somehow my sarcasim was lost in translation but he understood me quite well when I started yelling and demanding a supervisor. I hate tech support … thats why I just ask you now. Thanks btw! LOL!
Just wanted to say, I love this quote- “I’m not anti-social; I’m just not user friendly”
– Unknown It suits me well.
Ahhhh….just so you all know, these are the typical responses you can expect from the low wage earning and even lower wage temporary and often out-sourced foreign employees that a lot of companies use to make up their Customer Service support.
Notice that I said “Customer Support”. That is who you taked to on the phone call and that is what you received. It doesn’t matter that you had a technical issue or a technical question, you are the customer and you deal with Customer Service agents (no matter what they, or you call it). Just because it was technical in nature, do not confuse that withe Technical Support.
Technical Support is what the actual “Authorized Repair Centers” and “Non-Warranty Repair Centers” call when they need help. These are usually highly skilled technicians and product specialists who know the products, problems, issues and repair procedures inside and out. Naturally they do not usually deal with customers as it would be a HUGE liability issue to try to tell the “average joe” customer how to repair their own product.
So….in a nutshell, Customer Service is for customers and Technical Support is for technicians.
Customer Service agents usually have a step-by-step book that reads like a script for all possible product operating functions and problem solving. These are the instructions that they are expected to follow and then they have quotas on the number of calls they are suppossed to answer each day. Customer Service agents put up with a lot of angry people on the phone (understandably) and the high stress demands of the job often result in high turnover rates. Hence, you get what you pay for…non technical persons whose job it is to answer the maximum nuber of calls while reading from a play book of how to solve issues. If you are lucky, you may get to speak with a Supervisor or Customer Service Specialist who may have the information you are looking for.
Technical Support on the otherhand is where the professionals go for help when they need it. Even though as a customer you may feel that you deserve the real “Technical Support” this just is not true. Technical Support is reserved for those who actually repair, maintain and adjust the products you buy. Technical Support is just what it’s name implies…technical. It would make no sense for a company to advise it’s customers on how to repair the items they purchase due to the risks invlolved and the training necessary for this type of work.
Too often in this day and age of instant online customer support answers and 24 hour customer phone support do I hear the people complain about Technical Support when they are actually dealing with Customer Support.
If you are going to bad mouth the “support” service you receive from a company…no matter what that company calls it…think, was it really Technical Support or Customer Support?
straoteox how about if you ARE a tec , we have 3 samsungs in our store that they told customers to bring to us. We are not athorized for Samsung however we are Sony authorized, are in a small town so no one else. For the life of it we can not get tec support phone number to get scematics, support or contacts to become autorized. uh if you have a # please let me know 501-624-3620 Thanks PS the phone # for Samsung on the BBB site is disconnected.
Sure thing.
I have found the following site: http://www.servicematters.com/samsung/samsung_main.htm
Go there and then click on the “Online Support” button in the left column. You will see a page that tells you that you will be redirected to the Samsung GSPN website. They even list a usename and password for you to use at the GSPN site.
Hope this helps!!!