Samsung Customer Service

Calling Samsung's 800-726-7864 phone number required a bit of a runaround. For some reason, the company's voice recognition system isn't very accurate. Also, in my opinion, the automated assistant's voice is unclear. For a leading tech company, Samsung really needs to work on its customer service. 

My husband has a Samsung phone. It's about a year old but the touchscreen is starting to be very finicky. It still works, but sometimes it acts like there's water under the glass and jumps around. My primary goal was to find out if this was a known problem. If it's a known problem, then I wanted to see what Samsung would do to help me figure it out.

Samsung makes a lot of products, and people probably call daily for help with their devices and services. With that type of large customer service demand, you'd think the company would improve its interface.

When I called, the system thanked me for calling Samsung and, apparently, recognized my phone number because the voice assistant said, "I see you called recently about your tablet. Are you calling us back regarding that?" I said no, and it replied, "No worries, what can we do to assist you today?" I replied, "Talk about my Samsung phone." At first, it didn't understand me and I had to repeat myself, and then it asked, "Is the model of your phone a flip, fold, or something else?"

This time, I said "something else" three times, and it was like I was talking into the air. Eventually, the voice assistant said, "Unfortunately, we were unable to capture the product you needed help with. To ensure we can connect you to the right agent, please choose from the following options. For any mobile product, such as phones, earbuds, tablets, or watches, press 1. For any appliances, such as fridges, washers, or dryers, press 2. For any home entertainment devices, such as Blu-Ray players, TVs, or home theater systems, press 3. For devices such as Chromebooks or monitors, press 4. For Samsung Pay, press 5. For Samsung business products, press 6."

I pressed 1 for phones. Then, it gave me another array of options I could have skipped if it had listened, which were: "For fold or flip models, press 1. For all other phones, press 2. For tablets, press 3. For Galaxy buds or watches, press 4. For everything else, press 5." This is where it started to get hard to hear. It sounded like the voice assistant was under water, and through this muddled speech, it said I would be transferred to an agent. 

At some point, it asked if I wanted to text a representative (I said no), and then, something about a survey (also said no). Finally, I got connected to an agent after about a minute of that gibberish who spoke clearly enough and was able to help me troubleshoot the issue.