Samsung Service Centre Westgate

If there was a half star option I could click on, I 100% would. The manager on duty was the one who served me. She insisted that my samsung Z Flip 3's LCD issue was not covered under warranty and I didn't have the strength to argue so I agreed to go ahead with the repair for $215.00, which was what shehad quoted me. I requested for a loan phone (which was samsungs service centre's goodwill protocol), and ended up backing up my data for 3 hours there. I sat there patiently and when it was done, went to make payment. At the cashier, the staff told me that I was quoted wrongly and instead of 215, the price was actually 284. Wow. I decided to speak to the manager and she was so professional * with handling the issue. She told me, and I quote " Theres a system error and if you don't go ahead with the repair, then you have to return the loan phone" I was appalled. WaLau eh, I agreed to repair because of the price she gave me, and have gone through the hassle of backing up my data in another phone. She even printed out the invoice with the $215 price indicated- luckily I had kept it for evidence. She then went on to say that, she was very nice cos out of GOODWILL she gave me a loan phone to back up my data in. I knew it was already a standard protocol (shouldnt this be standard customer service?) I was very appreciative about it before I knew about the sudden price change. 215 for repair for an LCD that looks fine (no cracks or dents) ,that could also possibly be a design fault, is already very pricey. How is it professional that prices can be altered because of errors on Samsung's part? And as an anxious consumer, I have to atone for their errors?

I purchased a galaxy fold 3 from Samsung Westgate on the 1st of Jan this year which came with the offer of a fold pen. Less than 6 months later, the tip of the pen broke! The pen is beautiful to use so I headed to Samsung warranty in an attempt to have it replaced. At first I was told the pen was not physically part of the phone so the service center couldn't help me and I needed to head down to the sales center as it fell within their area of responsibility to remediate the issue for me. As strange as it sounded, I headed down and was met with confusion from the staff. Sales staff Joan then informed me that the service centre was the only team that could assist me and that they shrugged responsibility because it probably was not covered under warranty and I needed to purchase a new one. Great sales attempt Joan but I couldn't reconcile with having to buy a replacement as though a supposedly quality product doesn't come with a reasonable after care warranty. When I told her so, she shrugged her shoulders and said I should "try upstairs again". I then proceeded upstairs and this time made my frustration with being bounced about clear. The centre manager was then sent my way and I was told it would have been covered under warranty and replaced promptly if I had not attempted to stick the tip back. I was taken aback - why would I need to repair it if it wasn't broken in the first place and why would I commit fraud on a minor item and not make an attempt on the fold 3 itself?! She stuck to her line and served incessantly the customer service script cliche - sorry ma'am, it's company policy. Nothing I can do about it. Samsung, is this how you treat a customer who has only used your brand for our household's (family of four) mobile phones and tablets for more than a decade? Also, should you not at least try to help me when it is clear I like your product, spent good money on it and only expected reasonable care? The tip of your pen just broke after less than 6 months of daily use? Truly disappointed and know your treatment makes no sense and only shows yourself to be cold and uninterested in standing behind the worth of your goods. Buyer beware! UPDATE: As it turns out, it was just the nib that needed to be replaced. All of the drama with having to purchase a new pen and what not, not one single service staff realised the simplicity of the fix. Complete customer service fail. Thanks Shyann

Staff is polite but defensive. Two phones bought (brand new) at the same time had screen failures on the 14th month of ownership within a week of each. Insisted my parents had dropped both phones. Challenged them to find any scuff marks and after failing to find any suggested they sat on them ¯\_(ツ)_/¯ Place is well lit and air-conditioned. Pleasant enough waiting area.

Very slow service. In such a big store, they have one person handling collection and one person for repair, and each person takes their own sweet time. They mention estimated wait time in 7 mins for me and took about 60 mins. To compete with Apple they need to improve customer experience, which is not just fancy showrooms, but better and faster resolution. Also, noticed they use Windows XP in the backend of Service Queue Generation System ?

Went to Westgate service centre to replace my cracked screen. My phone is Samsung Galaxy S22 ultra 5G. Bought in late April 2022 n the battery can last me whole day still with 40% at night b4 charging. However,when I went to collect my phone after repairing, I was told that the battery n screen were replaced together . Thinking nothing was wrong.i happily use it but after 1-2 days,I realised the battery consumption is terrible. NOW, every night b4 I charge the phone,the remaining battery is 15%. Makes me wonder did SC replace mine new hp with an old battery ??? New battery of 2-3 months hp doesn't used up so much ...moreover,I don't hop on the phone too often ..

Terrible experience with them. The service staff I've encountered have not been pleasant at all. Unhelpful customer service officers, rigid policies. They were unable to solve our problem, and instead told us to escalate it to HQ on our own. We bought a brand new handset, and it couldn't power on. Was told to send it in for repair because it is still under warranty - but why should I have to repair a brand new handset? Was told that their policies do not allow for exchange nor refund, and I have no options but to accept a "brand new" repaired phone. At the service centre, none of the staff members were helpful. Worst experience I've had with Samsung. All we've been told repeatedly is that there is nothing that they can do, and I should simply accept the repaired handset.

Terrible place. Was told that walk in takes hours to be served. Repair takes many days. I have to erase all my data as well. Cost of time is very high product quality sucks as well. This place is designed to make you touch to open the door. Is this safe when covid is around? Only place that. Tries to save on air conditioning does this? Paying a premium price for this kind of service. Queue system notification is unreliable. It's says 3 person in front of me but there are more than 3.

Customer service officers are pleasant, and helpful. But this is negated by the horrendous workmanship and attitude that seems to be given by the technicians who work there. My Galaxy S21 Ultra is barley past 12 months old. I've had to bring it in for repairs twice. Each repair took more than 3 collection attempts and visits for them to get the repair done right. Both times, the cameras returned with smudges and/or dust behind the lenses. The second time, it wasn't even brought in for anything related to the camera. Each and everytime, I had to convince the staff that the condition was not acceptable. Each time, the customer service officer would say that their technicians claim it looks good enough to them. On occasions, condition of the phone after leaving it with them for rework remained exactly the same despite their claims. They claim that the damages left by them wouldn't make any functional difference and hence it was something I should see past. For a phone that cost nearly $2k new and a repair that costs more than $400, Samsung leaves much to be desired. Both in quality of manufacturing and workmanship of the original product, and in repair qualityband service. Having used Samsung phones since the early days of Android smartphones, I know that this would be my last. I know this means nothing to Samsung Singapore, but I thought that I ought to have my experience shared with others.