Samsung New Zealand Arvostelua 

The worst possible customer service, I'm so exhausted from trying to get through their system i have no energy to describe it. Except to say it's taken over a month and 7 contacts so far 😓

Customer "service" is non existent. You get copy paste AI nonsense on online chat as the only option and then given a form to fill for a call back from a "human" which never comes. The customer service phone number doesn't work it just cuts you off and directs you to online chat. Product under warranty and the "chat" can't tell you how much a technician call out fee will even be and you get no follow up. I only have the washing machine as it was provided under an insurance claim and will never buy an appliance from them again. A shame as the previous washing machine from Samsung was brilliant, lasted years no issues. The pathetic customer service has lost them a customer now though.

Bought the latest and greatest Samsung Fridge Freezer around 7 years ago for over $6000.

Recently we noticed the ice maker wasn’t working properly and messaged Samsung NZ for assistance. We wanted to know who the local service agent was in our area.
We received an email requesting us to complete the steps below.

"Check that the ice maker is switched on and that the "Ice Off" setting is not enabled.
• Confirm the water supply is connected properly and the water valve is fully open.
• Check whether the water dispenser is working normally.
• Verify that the water filter is installed correctly and is not overdue for replacement.
• Ensure the freezer temperature is set to approximately -18°C and allow adequate cooling time.
• Inspect the ice maker and ice bin for any jammed or stuck ice.
• Check for excessive frost build-up inside the freezer compartment.
• Turn the refrigerator off at the power outlet for 5 to 10 minutes, then switch it back on. After restarting, please allow up to 24 hours for ice production to resume.

If the issue remains unresolved after completing the above checks, we can arrange a technician visit. To prepare a service booking, please reply with the following information:
Model Number: SRF630BFH2 / RF23M8580SG/SA
Serial Number: (Located on the bottom left side of the refrigerator exterior or inside the upper left compartment.)
Full Service Address: (Address where the appliance is installed.)

Once we receive the requested details and confirmation of the troubleshooting completed, we will promptly review the information and arrange the most appropriate next steps for you".

Samsung also Requested the receipt of purchase. Who keeps receipts for 7 years? We purchased the Fridge Freezer from Harvey Norman who were fantastic and printed out a copy of our receipt, which we promptly sent to Samsung NZ.

At this stage we had to revert to using our 20 year old beer fridge as our Premium Samsung Fridge Freezer was not keeping food very cold as well as the ice maker not working.
Once we had confirmed all of the above had been completed and we had provided all of the required information Samsung booked a service agent to call.

Our local service agent is Butler and Hewitt, who have been absolutely brilliant. The service technician found that there were a number of error messages about the fan not working, which was unknown to us. We don’t know where these error messages are supposed to go ,but no messages were reported to us the customer/owner of the appliance.

We were told that the Fridge Freezer needed a new back panel, which included the fan along with a new ice maker. We were given a quote from Butler and Hewitt as Samsung NZ had not given Butler and Hewitt approval to go ahead with the work, i.e. they had not indicated that they would pay for the repair to be completed.

Butler and Hewitt completed the repair in a very timely and efficient manner and sent us the invoice with a short payment due date.

We went back to Samsung NZ and asked them to come to the party and reimburse us as we paid the invoice from Butler and Hewitt. We live in a small town and have a good reputation and credit score, so we didn’t want to wait for Samsung NZ to get back to us before paying the invoice.

All prior correspondence with Samsung NZ had taken a week for them to reply to and although they were always very apologetic, thanking us for our patience, even supposedly escalating our request they eventually declined to reimburse us for the repairs to our Fridge Freezer. Samsung NZ took about 8 emails from Jeff and Trina at Samsung NZ dating rom 24th of August 2026 to 25th of September to get a final decision. Samsung NZ's excuse was "as the payment has already been made directly".

I have had to give at least one star for this review but really would have preferred no stars as their customer service and product has been abysmal.

Their support channel is absolutely non existent. Struggled multiple times dealing with them for returns / repairs with fake promises made even with products that were still under warranty. Support team have no clue what they're doing, absolutely clueless!

Just put a damn visible off button in the tvs. Dose hiding it rely make it look any better. It just makes it totally inconvenient when you can't find the remote.

Samsung service is absolutely non existent after the initial info to the chat... I have been told each time I reach out that it'll be 1 to 2 working days, every time I ask a question or request an update. The battery in my phone swelled upand burst the phone apart, a MAJOR SAFETY HAZZARD (an expensive phone at that)
AFTER 4 days they finally get back to me, not even directly, through the service centre (3rd party) saying they just want to replace the battery and wipe their hands of it!! Go you big corporate machine you !!
I am actually appalled at their lack of accountability. This phone could have burnt my house down!! What a lack of responsibility they have shown to me.
I have supported and purchased Samsung for years and years, but it looks like that will be coming to an abrupt end !!!!

I am writing to express my extreme disappointment with your automated callback service. I scheduled a callback 9 days ago regarding an account login issue, received no response, and scheduled another callback 4 days ago which I still haven't had a reply.
On the bright side, I managed to solve the issue completely on my own.
Your automated support 'system' appears broken. I use the term 'system' lightly as I'm not convinced there is a system in place.

If I could give Samsung Service less than zero stars, I would.

This isn’t a one-off experience—it’s the third time I’ve had to deal with Samsung’s warranty service, and every single time it has been exactly the same: poor communication, conflicting information, and unacceptable delays.

Our washing machine was collected under warranty over a month ago, and we’ve received virtually no updates unless we’ve chased them ourselves.

Last Wednesday I was told they were waiting on parts, I’d be contacted within two working days, and a loan washing machine would be organised. No one called.

Today, after ringing again because we desperately need the machine back before Airbnb guests arrive on Friday, I was told the service request had actually been cancelled. Completely different to what we were told only days earlier.

Thankfully we had a spare machine to use temporarily, but that now needs to go back into our Airbnb, leaving us in a very difficult position.

Three warranty claims. Three identical experiences. At this point it’s not bad luck—it’s a systemic failure in customer service. The lack of communication, accountability and professionalism is simply unacceptable.

Bought a refurbished S23 FE in NZ, but the Gmail app constantly crashes (10+ times). The phone keeps forcing Gmail into "deep sleep," and I cannot add accounts or send emails. No update is available to fix this system bug. I am returning this device to the retail store for a full refund because it is completely unusable. If this issue is fixed as soon as possible for other users, it is highly appreciated.

Had to upgrade from my old Sony due to network upgrades.Not user friendly.Had to keep scolling through windows for the basic tasks.WTF.Had to keep asking system to acept basic tasks, then it kept sending me prompts to accept..Why? Found settings navigation is over complex than needed for basic operation.Kept freezing when watching reels on facebook/ph reboot..Luckily this ph will only be temporary till i can purchase another Sony.
Terrible experience.I only brought a Samsung as it was labeled as a great brand with great functions and ease of use.... B.S. Can be terrible to navigate and dificult to set up and operate if you had a previous ph that was straight forward like A,B,C.

Purchased a Samsung tablet s10 plus. It lasted less then two months. They accused me of dropping it but it didn't move from my desk. Awful service. Never purchasing samsung again.

Buying directly from Samsung is a mistake, unless your prepared to wait 2 weeks+ for your items. The website has multiple walls in place to keep the consumer from making/escalating consumer complaints. Customer service is total trash. I will never buy directly from them again & feel like an idiot for doing so to begin with

I have been without a washing machine for nearly 3 weeks as its stopped spinning
Still waiting for their repair centre to call me to book me in for the machine to be taken of the premises to be locked at
I will never by Samsung again because your warranty is shit

A simple fraud.

Brand new, tip end S26 ultra with 1Tb memory and 16Gb ram. Absolute crap. Freezes, display fails periodically while playing video, i.e. blank screen. I have to restart the ohine each time.
Samsung are worse than useless, when I contacted them.
Just restart your top end $3500 phone, several times a day.
It's like saying I need to change the oil in my car if I want to wind the windows down. Everytime.

Great! Until you require assistance on a warranty or CGA issue. Then they will make your life hell and you'll wish you never supported them all of these years. 0/10. Switching all of my hardware away from Samsung ASAP. Angelo is not a good support agent.

Don't buy a Samsung smart TV. A recent update effectively turned off all NZ terrestrial TV. The next update has rendered NZ free streaming services (TVNZ+, ThreeNow etc) unviewable and it seems that Samsung has no fix for this. Essentially you are purchasing an unusable TV unless you are prepared to pay a lot of money for increasing expensive streaming subscriptions offering mostly reality TV or American garbage viewing. There is nothing smart about a Samsung Smart TV

Ordered a fridge from @SamsungNZ. Their delivery partner Fliway sent a crew who spent 10 minutes, falsely claimed it doesn't fit, refused to leave it in an alternative location, swore at me, and refused to give their names. The fridge does fit.I've measured. Appalling service.

We are beyond frustrated with the service provided by the Customer Service Plaza team. It took three days and over 10 attempts just to get someone to answer the phone.
​The lack of internal communication is staggering. A technician was assigned to me with parts already ordered—yet he didn't even know which appliance he was fixing! He asked if I needed a washing machine repair when it was actually my freezer.
​After being told the freezer would be picked up "this week," I waited in vain, only to call back and be told there were no drivers available until the following Friday. While they eventually offered to return the call-out fee after I complained via email, this isn't about the money—it’s about the total lack of professional service. Samsung needs to seriously train their staff on basic communication and logistics. I will not be buying Samsung appliances again.

Tried to purchase via Samsung NZ website pre order for New S26 Ultra.
Selected phone, accessories etc filled in all details & payment,clicked pay, error message.
It said to contact customer centre or issuing bank.
Checked with bank Re: Credit Cards no issues.
We contacted Samsung Customer Service 3x via phone, & several emails. Have tried to complete purchase 5x times on 3 different devices + 2 different credit cards and still can't purchase. Customer Service is the wrong word here, should be called let's give you the run around. Promise but don't deliver. Still unresolved after 3 days of trying.