Tuesday, April 01, 2014

You're only as good as your customer service

I'm the type of person who likes to root for the underdog.  So when Samsung first came up with their answer  (Samsung Droid Charge) to Apple's Iphone, I was all over it.  That purchase was years ago, and represents the last time I will likely purchase a product from (or recommend to my family, friends and networks) a Samsung product.  It wasn't that the phone was horrible, but it did have more than one major bug for me.  I understand that products can have bugs, but that is why I expect support when I need it.

When Samsung was unable to repair my phone (phone was only a few months old), they referred me to their website, where they would offer to buy back the phone from me.  I didn't know what to expect because I had paid $400 for my phone only months earlier.  Needless to say, I was horrified, when I submitted my product info. on their website as instructed, and learned they were offering me $50 to buy it back from me. This is Samsung telling me that they do not value me as a customer. More importantly (to their detriment), Samsung is telling me they do not need me to endorse their brand to my family, my friends and to my networks.

Thinking of buying the new Galaxy S5?  I would tell you based on my personal experience you will be better off with the new HTC One.

No comments: