Samsung New Zealand Reviews 

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.

I have now been chasing Samsung NZ for 91 days trying to get them to honour their warranty and meet the terms of the Consumers Guarantee Act but they simply apologise, escalate and delay.
They never give me an update, even though I follow up with them at least once a week. Everything would have been fine if the TV worked as it should. The problems started from the time I tried to get them to replace the Brocken TV that they supplied.
As I was getting nowhere with Samsung NZ I contacted the bank and fortunately they reversed the charges. I WILL NOT BE DEALING WITH SAMSUNG NZ EVER AGAIN AND I STRONGLY RECOMMEND YOU DO THE SAME.

We purchased two S24 Fe phones, one phone input port failed. After sales service hopeless. Never again will I purchase Samsung. Stay away there are plenty better phones

I recently purchased a fridge from Samsung New Zealand and was shown a confirmed delivery date of 29/01 at checkout. There was no indication that this was only an estimate or subject to change. On the morning of the scheduled delivery, I received an email saying it would not be delivered that day.

This last‑minute change caused significant inconvenience, especially as my old fridge had already stopped working. Samsung later explained that delivery dates on their website are “estimates,” but this was not communicated at the time of purchase, and the date appeared confirmed during checkout.

Overall, the experience was frustrating and poorly communicated. I hope Samsung improves the accuracy and clarity of delivery information provided at checkout so other customers don’t face similar issues.

Think very carefully before buying Samsung products, their customer support is absolutely absurd and unhelpful. I purchased a top-of-the-range Samsung S25 Ultra in December 2025, only for the S Pen to crack completely without me using it in January 2026. When I got in touch with Samsung, they dismissively claimed it was "customer-induced" damage refusing to take any responsibility. I'd used Apple devices for eight years prior and never once needed to contact customer care. Samsung's customer service is a complete joke and utterly useless, avoid them at all costs if you value reliability and decent support.

Ordered TV on 26th as delivery was stated as no later than 31st Dec. Come Dec 31st, received notification from their courier that the earliest delivery date is Jan 6th. Contacted Samsung, they said to contact courier.. tried calling Fliway (their courier) 10x no answer.

Very poor customer service from Samsung, they should follow up on the delivery date stated on their website, not ask customers to chase the courier company (who aren't even answering phone calls!). I've never bought anything online where the vendor asked me to follow up with their delivery company, what kind of company tells that to their customers ???

In a nutshell - Samsung's delivery dates are misleading, they have no control over it. Once an item is sold, delivery schedule is entirely on the courier company they are using. It's entirely the customers responsibility to sort out the delivery.