Richard Sng
I’ve generally had good experiences with Samsung in the past, so I was shocked by how negative my visit to the NEX outlet turned out this morning. I went in simply needing help to unlock a brand new Samsung phone I had purchased the night before. Instead of receiving support, I was met with a staff member who was unhelpful, dismissive, and quick to push the blame onto me. He claimed to have over 10 years of experience, but rather than assisting, he focused on insisting that the problem was my fault and that my only option was to visit the service center—where I might be charged $30 for a reset. It felt like he was more interested in proving a point than offering actual support. To make matters worse, I witnessed this same staff member treating another customer with a similarly negative attitude. It’s baffling how someone with such poor customer service skills is allowed to represent the brand on the front line. Frustrated, I went home and turned to YouTube for advice. I then contacted Samsung’s online support chat, where a friendly representative guided me through a simple reset process. Within 5 minutes, the issue was resolved—at no cost and with no blame-shifting. This made me seriously question whether the staff at NEX lacked basic product knowledge or were deliberately being obstructive. Either way, it’s a terrible reflection on the brand’s in-store service. Samsung needs to take a closer look at who they’re putting in front of their customers.