Samsung Customer Service Plaza

Horrible first experience with Samsung support. I've owned Samsung phones since the S2. The product was always pretty solid till unfortunately I got a Fold 4. Factory faults on screen protector, faulty hinges. There was the tiniest dot on the hinge of my phone, as it's worked perfectly for 16 months and the screen protector failed and the hinge stopped working. There has been countless people having the same issue. I call for support was told some one would ring me, that never happened. Called again and got hung up on. Finally got to talk to a manager and of course you get user damage, the default answer for any marks. No trying to actually help the customer or give options except pay $1300, to fix basically a beta phone that wasn't constructed correctly.nnGot the phone back and same service, a company with absolutely no standards. They charged me $63.00 to remove the factory cover, which was faulty, refused to replace as said it would fail again even though it was still under warranty for that. It would have taken around 2 seconds to removed, and couldn't be bothered cleaning off the adhesive on the screen or the multitude of dirty finger prints all over all the screens. Complete waste of money and time, I feel sorry for Samsung to even use these people as they are tarnishing the brand.

19 days out of warranty my ZFold3 formed a black line down the middle of the fold screen and a green line across the right side. The right side touch screen stopped working , however the front and left side screens continued to work as normal. In the 2yrs of having my phone it's has never been without screen protectors or protector cases, never dropped or had any incidents. At first I was sceptical whether Samsung would cover the repair if it found that the issues were unequivocally a manufacturer fault so much so that I ended up buying the S24 Ultra, however after a week or 2 I decided to bite the bullet and contact Samsung. I opened a ticket explaining my situation and after 3 weeks of no response I emailed SSCNZ directly and the next day received a response from Gavin. Gavin's email tone was friendly, understanding and made me feel valued as a long term customer, his knowledge and advice was genuine and not once in all our communication did he prematurely accuse me of not taking care of my phone, instead I felt that Gavin gave me the benefit of the doubt that I was being honest about how the issue occurred and that I really do look after my phones. The next day I handed my phone in to SSCNZ the receptionist was efficient, professional and commented on how well looked after my Z Fold is. Needless to say I was still shocked when I received an update saying that Samsung will cover the cost of repair. Thank you to the team at SSCNZ Rosedale for treating me like a valued customer and for honoring the repair on my ZFold3.

No technician on the weekend. If weekends is the only time you are available be prepared to leave your unit and come back for it during weekdays. I only need my screen protector changed on my Flip5 which normally takes 20mins and costs $50. Happy to pay but I also need my unit straightaway. Not efficient at all. I also did not appreciate the receptionist who advised me to go to a 3rd party to have my Flip5 screen protector replaced.nnMy previous warranty experiences and interactions have been good so leaving 4 stars.

Can google please allow to give zero stars or negative stars in this instance?nnMy daughter's phone would not accept the correct pin to unlock it we all tried it. Eventually the phone got permanently locked due to multiple attempts to unlock it. The phone has warranty until March 2026 and yet the team at Samsung Customer Service Plaza charged my husband to unlock the phone. They even mentioned on the bill that the phone is out of warranty- such audacity.nThe service part of their business doesn't exist at all.. they just want to make money.nI tried calling them and they don't take customer calls.. just leave you to listen to the annoying music and hang up. There is no way to reach a resolution with them directly. Unfortunately, I have to take this up with consumer guarantees act and lodge a formal complaint.nFor anyone else who has a bad experience and reads this message, please try to find me on Facebook and connect in to join hands.nnUPDATE after the response - do you not understand that the phone pin wasn't incorrect. The phone wasn't able to accept the correct pin. How is that a user fault?

Waited two weeks to get a courier package delivered so I could send my phone to them for a screen replacement. 2 weeks came and still nothing in the post. They said they will escalate this and have heard nothing back.nnAfter reading the reviews online I remembered having my galaxy note 2 repaired and the screen wasn't glued onto the base properly which keep popping out a bit. Guess the standards havnt changed much after all these yearsnnLuckily found a place in Wellington called Connect NZ who replaced the screen in two days and the phone feels like new. Unless you have no choice, Check locally around your area first

Directions to Samsung Customer Service Plaza with public transportation

---