Well just had a Live Chat session with Samsung Support looking for an update on my service request. Here is a copy of the conversation before I hung up. Vivian did thank me for contacting Samsung Canada Support... You are connecting with LiveChat system. If it takes a few minute, Please Try again. (A Live Chat agent will be with you soon.) A Live Chat agent will be with you soon. 1 A Live Chat agent will be available soon. You are currently in position 1. Thank you for waiting. If your inquiry is for a purchased product, please have your product details, including serial number and date of purchase ready. Welcome to Samsung Live Chat. How can I help you? Vivian : Thank you for contacting Samsung Support. How may I help you? Keith Clark : Hi there. Looking for an update on my service request, reference number 4122691076 Vivian : I understand that you are looking for the service request update information. Vivian : I would be glad to assist you. Keith Clark : Great! Vivian : Could you hold for few minutes while I check the details? Keith Clark : So what is the update then? Yes, check the details, let me know what they say also, seeing how I havent heard anything from Samsung in the past 6 weeks. Vivian : Thank you for confirming. Vivian : Thank you for holding. Keith Clark : No worries. Vivian : I will provide you with the additional support contact number for the voice support as there are some technical issues in our tools. Vivian : The dedicated Mobile Support Specialist Line number is as follows: 1-888-751-4078 and then after the prompt select (1) for English or (2) for French. They are available from 8:30 AM to 8:00 PM (EST), Monday-Friday. Keith Clark : And what will they do about a dead keyboard on my tablet? Vivian : You have to provide the service transaction number by contacting the above mentioned number and the complete details will be shared with you accordingly. Keith Clark : ? Vivian : I do understand your concern and as the ticket is already filed on the issue, the complete repair details will be shared with you by the voice support. Vivian : I can relate with you as a consumer myself. Keith Clark : I have a service transaction number, you have the number... Keith Clark : So you cant do anything for me on live chat? Vivian : I did not mean to upset you and it us just that there is some ongoing technical difficulty going on with the tools and you can get back to us on the Live chat as we are available here 24/7 to assist you better. Keith Clark : Im glad you can relate to me as a consumer, thank you for the empathy, but really, it seems like EVERY time I contact Samsung support there are computer problems with your servers, or we mysteriously get disconnected on voice. Vivian : I apologize for any inconvenience caused previously with the chat disconnection from our end. Keith Clark : You didnt upset me personally Vivian, I know its only your job, I take no offence to you as a support rep. I take offence to the treatment over the past 4 months by Samsung as a company. Vivian : Thank you for confirming that. Vivian : Is there anything else I can assist you with? Keith Clark : Yes, could you please put on my file, service reference number 4122691076, that I contacted you, and requested an update and Live chat could not accomodate. Keith Clark : I would also like to request that someone contact me directly, as you have my contact information in your file. Thank you. Vivian : I am sorry; as I am able to see the ticket was cancelled, I am unable to update it. Vivian : It has worked now and I checked for the update. Vivian : As it was not updated, I cannot access it. Keith Clark : Interesting, the ticket was cancelled? But the issue was NEVER resolved? Why would the ticket be cancelled? Keith Clark : And who cancelled it? Keith Clark : Wouldnt the ticket remain in a suspended state until the customer was contacted and the issue was resolved to their satisfaction? Vivian : I am sorry; we can only access the updated ticket. If the unit was not delivered within 14 days of filing a service request, the ticket would be cancelled automatically. Vivian : The service centre would look into the issue and fix it. Then it would be shipped back to you once fixed. Vivian : As we are unable to see the status, I recommend you contact our voice support with the service transaction number and mention all the details accordingly. Keith Clark : Well the unit was delivered to the service center within the time frame, they received it, informed me that the keyboard dock is deemed an accessory and cannot be repaired, only warranty exchanged. They sent it back, but left the service request open until resolution. Keith Clark : When I visited the Samsung Corporate store in Burnaby, BC, Canada, the ticket was still open and I was told to contact Samsung support for further updates, after waiting 3 hours with the sale rep while they talked to Samsung corporate. Vivian : I have double checked the details and as the request has been cancelled, I tis recommended to contact the voice support team on 1-800-726-7864, they are available from 08:30 AM-12:00 AM. Keith Clark : Now youre telling me the ticket is cancelled? Vivian : I do understand your concern and we at the Live chat can check the details and share them with you. Keith Clark : Perfect. Thank you for your time Vivian, Im sure there are many more Samsung customers waiting in the queue to chat with you, so I will end this session and once again, as before, call someone else in Samsung. Vivian : I can see how important this is to you and have shared the information available as provided by the transaction number. Vivian : Can I help you with anything else? Keith Clark : Thank you once again. And for a copy of this conversation, please check Samsung Canadas facebook page as it will be posted there shortly. Keith Clark : Have a good day.
Posted on: Tue, 08 Apr 2014 23:33:02 +0000
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