Videofactory Reviews 

Absolutely useless, incompetent and completely unprofessional.

Video Factory Electronics have repeatedly been sent out by Samsung to “fix” my faulty TV, yet despite multiple visits and a repair, the exact same fault remains. I have provided clear video evidence proving the TV is still broken, but instead of acknowledging the failed repair and recommending a replacement, they want to come out yet again to inspect it.

It feels like a scammy business model where they keep getting paid for pointless service visits rather than actually fixing the problem.

Their overseas call centre is equally useless, with rude and unhelpful staff who seem completely uninterested in resolving anything.

Avoid this company. Incompetent, frustrating and an absolute waste of time.

Very experienced service centre, came to my house and were very helpful and friendly. Nothing was too much trouble, they spent the time explaining the service required and repairs were delivered in a timely manner. Thanks guys for your reliable service.

I had a problem with my smart TV, Video factory staff had kept me completely updated on everything, Jakob & Shoaib came this morning I was given a 2 hour slot that they would arrive within which I think is amazing, not many companies are so thoughtful, they were lovely men, worked quickly & very professional, they talked to me on what they were doing. I am so grateful that my tv is in perfect condition now. Video factory, these young men are a great asset to your company. Many thanks for a great service, Lesley

Absolutely disgusting from these people in ?Queensland Australia. I'm contacting FAIR TRADE COMMISSION

I was informed by Samsung that Video Factory was their preferred service people and they booked a appt for them to come out - a serviceman arrived and stated that the fridge couldn't be fixed - I then received a call that they would come out again and confirmed that the fridge could be fixed and they would send someone out when they received the parts - the serviceman came out and came with the wrong parts so a new booking had to be made - They send out a new serviceman and he changed the parts and I thought yippee the fridge is working but after a few days I noticed the freezer wasn't working so I contacted them again - they sent out the same repairman and he did tests and actually asked me for a cotton bud and there was some black on the cotton bud and I questioned that it wasn't really that much but he said don't worry - he then confirmed that the fridge was contaminated and escalated the case back to Samsung - I am in total shock as this fridge is only 7 years old and yet this company doesn't show much professionalism - I grant them their serviceman are polite but I don't really have much trust in them. The latest updated july 2026 had a mediation meeting with qcat and samsong rep was involved because of the fact that qcat was no assistance and doesnt understand the mechanics of a fridge i am disgusted with the law in australia the reason is simply that the compressor was replaced by samsung and they now state that it is a gas leakage and research shows in black and white that this is caused by the repairman who installed the compressor. Absolutely unbelievable.

This is terrible service provider. When I call them to book a visit, they charged me $168 for that and told me that included any labour. When their staff came, he told me $168 is just for visiting and giving quotation of what needed (and their place just 5 minutes from my location). He then charged me for another $105 for less than 15 minutes of fixing my Samsung fridge. All I had to pay for them was $273 for the 15 minutes job.
When logging a complaint about over charged, I got a call back from who might be the owner with very rude voice. She asked me to check and compared the price of all other similar labour. Then I told her that I got my plumber charged me $168 for 30-45 minutes of service, all she said was: "Good luck to him."
That is. Nothing else.
Terrible, waste money and unbelievable after sales service.
I don't know why Samsung choose them to be their service provider.

What a nightmare to deal with this people in Northgate. Their service man will never come on the day they agreed. The whole day i was waiting and when i called them after few days they are saying that there was no booking for that day. They said they can book for another day and a particular day was agreed and i asked them can you send me a booking reference or a txt message about the booking they said they cant provide. In nutshell they wont turn on that day and if we question that they will say that there was no booking. What a wicked mindset and what a shame

Major Failures in Service – The Video Factory (Samsung Repair Agent)

Poor service experience in both 2019 and 2025.
Despite technicians confirming faults on-site both times, Video Factory delayed the process, refused written confirmations, and failed to provide timely service.
Blamed phone system failures but showed the same conduct years apart.
Breaches of Australian Consumer Law, Fair Trading Act, and Privacy Act have been committed.
Consumers should be extremely cautious if referred to this repair agent.