SS
Samsung South Africa
Verified Business
SS
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Samsung South Africa is facing widespread dissatisfaction across product reliability, after-sales support, and promotional fulfilment. Customers report premium products failing within months, warranties being denied on technicalities, and repeated repair cycles. Communication breakdowns, ignored escalations, and unfulfilled promotional gifts dominate feedback. While isolated praise exists for individual agents, the brand's South African operation is described as unresponsive and uncaring.
TrustIndex
3.4
Ranking
#10
in Phones & Computers
NPS Score
-71
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Samsung South Africa is facing widespread dissatisfaction across product reliability, after-sales support, and promotional fulfilment. Customers report premium products failing within months, warranties being denied on technicalities, and repeated repair cycles. Communication breakdowns, ignored escalations, and unfulfilled promotional gifts dominate feedback. While isolated praise exists for individual agents, the brand's South African operation is described as unresponsive and uncaring.
The most common complaint about Samsung South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Performance. Product Quality & Performance (1.3) is heavily criticised. Customers report TVs failing within 1-3 years, washing machines malfunctioning, Z Flip and Fold screens cracking at the hinge, S22/S23 green line defects, and batteries swelling. Many describe premium products as inferior and unreliable.
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Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
UPDATE: Samsung SA continues to ignore documented firmware fault despite global Samsung community confirming Bluetooth pairing issues with firmware 1720.7 I posted on HelloPeter previously regarding my Samsung UA75BU8000KXXA 75 inch TV having its remote control rendered completely non-functional following Samsung's automatic OTA firmware update on 26 April 2026. Since that post, significant new developments have emerged that make Samsung SA's handling of this matter even more difficult to justify. Background: On 26 April 2026, my TV automatically received an OTA firmware update from version 1710.0 to 1720.7. Immediately following this update, all remote controls stopped working. Five remotes have been tested including three genuine Samsung remotes, none will pair. The TV is completely functional in every other way. I watch Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube daily. I stream Bluetooth audio through a speaker daily. I connect my phone via Bluetooth and stream music. I control the TV via the SmartThings app. HDMI, USB and optical connections all work perfectly. The ONLY fault is Smart Control pairing, which failed the moment Samsung's automatic update was app****. What Samsung SA has done: 1. Samsung SA's authorised repair centre, Pandodox under service order 4294104797, visited my home and confirmed in writing that they do not have tools to perform a firmware reinstallation. 2. Samsung SA issued a formal VOC Closure letter dated 18 May 2026, reference 3102188858, incorrectly diagnosing a *******ed main board requiring hardware replacement. 3. Samsung SA's Customer Escalations Desk responded in writing stating that Samsung is unable to reinstall firmware and has no timeframe for a corrective update. 4. The South African Samsung Community Manager, @Yud_Shar, has been tagged directly on the Samsung SA community forum and has not responded despite being contacted over a week ago. New Evidence Samsung SA is ignoring: Following Samsung SA's repeated failure to acknowledge this as a firmware issue, I posted on the EU Samsung Community firmware changelog thread. A Samsung Members Star named JAMES4578, who has direct contacts within Samsung's German engineering community team, responded and confirmed the following: - He reached out to his German community contacts specifically regarding the 1720.7 firmware changelog - Samsung's own contacts confirmed the 1720.7 update relates to stability and performance optimisation - Bluetooth pairing and Smart Control issues have been documented for the 1720.7 firmware update - JAMES4578 has offered to share my case with Samsung's German engineering contacts I forwarded this evidence directly to Samsung SA's Customer Escalations Desk. Samsung SA has not responded. Why the *******ed main board diagnosis is false: Samsung's own internal service diagnostics confirm the following, all of which I have photographic evidence of: - SVC Info logs: 'Date: 2026-04-26 Type: OTN(P) from: 1710.0 to: 1720.7', confirming the exact OTA update that caused the fault - SVC Info: 'Pairing: Smart Control: X', Smart Control pairing confirmed as FAILED - Debug menu: 'BT Throughput: Failure', Bluetooth data stack failure at firmware level - MODE: FAILURE throughout all service menu sections A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio, connects via HDMI, USB and optical, runs all streaming apps and is fully controlled via SmartThings every single day. Anyone with basic technical knowledge would agree that a *******ed main board does not selectively break only remote pairing while leaving every other function perfectly intact. Where this stands today: Samsung SA has: - Closed my escalation - Refused to acknowledge a firmware fault despite photographic evidence from their own service diagnostics - Refused to acknowledge independent confirmation from within Samsung's own global community network that Bluetooth pairing issues are documented for 1720.7 - Failed to respond to direct contact with their own community manager - Provided no timeframe for a corrective firmware update - Left me without a functioning remote control for over a month following their own automatic update I am requesting Samsung SA to: 1. Immediately reopen my escalation 2. Acknowledge that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update 3. Withdraw the technically false *******ed main board diagnosis 4. Escalate this to Samsung Global's firmware engineering team 5. Provide a timeline for a corrective firmware update for the UA75BU8000KXXA 6. Accept full responsibility for this fault under the Consumer Protection Act If Samsung SA does not respond substantively I will be filing a formal complaint with the National Consumer Commission under sections 54, 55 and 56 of the Consumer Protection Act and with the Consumer Goods and Services Ombud. Reference: 3102188858 Service Order: 4294104797 Model: UA75BU8000KXXA Firmware: T-KSU2EBUABC-1720.7
1 reviews | Active since Jan 2020
UPDATE: Samsung SA continues to ignore documented firmware fault despite global Samsung community confirming Bluetooth pairing issues with firmware 1720.7 I posted on HelloPeter previously regarding my Samsung UA75BU8000KXXA 75 inch TV having its remote control rendered completely non-functional following Samsung's automatic OTA firmware update on 26 April 2026. Since that post, significant new developments have emerged that make Samsung SA's handling of this matter even more difficult to justify. Background: On 26 April 2026, my TV automatically received an OTA firmware update from version 1710.0 to 1720.7. Immediately following this update, all remote controls stopped working. Five remotes have been tested including three genuine Samsung remotes, none will pair. The TV is completely functional in every other way. I watch Netflix, Amazon Prime, Disney+, Apple TV, DSTV and YouTube daily. I stream Bluetooth audio through a speaker daily. I connect my phone via Bluetooth and stream music. I control the TV via the SmartThings app. HDMI, USB and optical connections all work perfectly. The ONLY fault is Smart Control pairing, which failed the moment Samsung's automatic update was app****. What Samsung SA has done: 1. Samsung SA's authorised repair centre, Pandodox under service order 4294104797, visited my home and confirmed in writing that they do not have tools to perform a firmware reinstallation. 2. Samsung SA issued a formal VOC Closure letter dated 18 May 2026, reference 3102188858, incorrectly diagnosing a *******ed main board requiring hardware replacement. 3. Samsung SA's Customer Escalations Desk responded in writing stating that Samsung is unable to reinstall firmware and has no timeframe for a corrective update. 4. The South African Samsung Community Manager, @Yud_Shar, has been tagged directly on the Samsung SA community forum and has not responded despite being contacted over a week ago. New Evidence Samsung SA is ignoring: Following Samsung SA's repeated failure to acknowledge this as a firmware issue, I posted on the EU Samsung Community firmware changelog thread. A Samsung Members Star named JAMES4578, who has direct contacts within Samsung's German engineering community team, responded and confirmed the following: - He reached out to his German community contacts specifically regarding the 1720.7 firmware changelog - Samsung's own contacts confirmed the 1720.7 update relates to stability and performance optimisation - Bluetooth pairing and Smart Control issues have been documented for the 1720.7 firmware update - JAMES4578 has offered to share my case with Samsung's German engineering contacts I forwarded this evidence directly to Samsung SA's Customer Escalations Desk. Samsung SA has not responded. Why the *******ed main board diagnosis is false: Samsung's own internal service diagnostics confirm the following, all of which I have photographic evidence of: - SVC Info logs: 'Date: 2026-04-26 Type: OTN(P) from: 1710.0 to: 1720.7', confirming the exact OTA update that caused the fault - SVC Info: 'Pairing: Smart Control: X', Smart Control pairing confirmed as FAILED - Debug menu: 'BT Throughput: Failure', Bluetooth data stack failure at firmware level - MODE: FAILURE throughout all service menu sections A *******ed main board would make the TV completely non-functional. My TV streams Bluetooth audio, connects via HDMI, USB and optical, runs all streaming apps and is fully controlled via SmartThings every single day. Anyone with basic technical knowledge would agree that a *******ed main board does not selectively break only remote pairing while leaving every other function perfectly intact. Where this stands today: Samsung SA has: - Closed my escalation - Refused to acknowledge a firmware fault despite photographic evidence from their own service diagnostics - Refused to acknowledge independent confirmation from within Samsung's own global community network that Bluetooth pairing issues are documented for 1720.7 - Failed to respond to direct contact with their own community manager - Provided no timeframe for a corrective firmware update - Left me without a functioning remote control for over a month following their own automatic update I am requesting Samsung SA to: 1. Immediately reopen my escalation 2. Acknowledge that Bluetooth pairing and Smart Control issues are documented for the 1720.7 update 3. Withdraw the technically false *******ed main board diagnosis 4. Escalate this to Samsung Global's firmware engineering team 5. Provide a timeline for a corrective firmware update for the UA75BU8000KXXA 6. Accept full responsibility for this fault under the Consumer Protection Act If Samsung SA does not respond substantively I will be filing a formal complaint with the National Consumer Commission under sections 54, 55 and 56 of the Consumer Protection Act and with the Consumer Goods and Services Ombud. Reference: 3102188858 Service Order: 4294104797 Model: UA75BU8000KXXA Firmware: T-KSU2EBUABC-1720.7
1 reviews | Active since Jan 2020
Very disappointed in the after-sales service experience from Samsung South Africa. I purchased a Samsung 65” QN700C Neo QLED 8K TV expecting premium quality and premium support. Unfortunately, the support experience has been anything but premium. The TV was booked for a warranty repair and collected by Samsung’s appointed repair partner. I was later informed that the screen had been damaged while being transported back to me after the initial repair was completed. While I understand accidents can happen, what followed was extremely frustrating: * very poor communication, * almost no proactive updates, * repeated chasing for feedback, * long delays, * and eventually the TV being returned to me still faulty. The technician himself pointed out visible lines across the screen before delivery and Samsung confirmed telephonically that the TV should not look like that. The unit was therefore refused and sent back. The most disappointing part is that customers are expected to simply accept delays and uncer*****y while their expensive product remains unusable for weeks. When you buy a flagship Samsung product, you expect: * accountability, * urgency, * transparency, * and professional after-sales support. At this stage I have unfortunately lost confidence in the repair process and have had to escalate the matter formally under the Consumer Protection Act. I sincerely hope Samsung South Africa improves oversight of its authorised repair network and places greater focus on customer communication and quality assurance.
1 reviews | Active since Jan 2020
Very disappointed in the after-sales service experience from Samsung South Africa. I purchased a Samsung 65” QN700C Neo QLED 8K TV expecting premium quality and premium support. Unfortunately, the support experience has been anything but premium. The TV was booked for a warranty repair and collected by Samsung’s appointed repair partner. I was later informed that the screen had been damaged while being transported back to me after the initial repair was completed. While I understand accidents can happen, what followed was extremely frustrating: * very poor communication, * almost no proactive updates, * repeated chasing for feedback, * long delays, * and eventually the TV being returned to me still faulty. The technician himself pointed out visible lines across the screen before delivery and Samsung confirmed telephonically that the TV should not look like that. The unit was therefore refused and sent back. The most disappointing part is that customers are expected to simply accept delays and uncer*****y while their expensive product remains unusable for weeks. When you buy a flagship Samsung product, you expect: * accountability, * urgency, * transparency, * and professional after-sales support. At this stage I have unfortunately lost confidence in the repair process and have had to escalate the matter formally under the Consumer Protection Act. I sincerely hope Samsung South Africa improves oversight of its authorised repair network and places greater focus on customer communication and quality assurance.
1 reviews | Active since Jan 2020
My watch kept setting a reminder by itself this morning at 03:00 for some reason. I am in a standby situation where I need my sleep and I can't put my phone on do not disturb and then this happens I am really disappointed in samsung. I eventually ended up switching off the watch
1 reviews | Active since Jan 2020
My watch kept setting a reminder by itself this morning at 03:00 for some reason. I am in a standby situation where I need my sleep and I can't put my phone on do not disturb and then this happens I am really disappointed in samsung. I eventually ended up switching off the watch
1 reviews | Active since Jan 2020
what a terrible experience dealing with samsung- johannesburg, never buy a samung washing machine intrinsically problematic,7 weeks post complaint and still no site visit, Initial AAA the assigned tech for samsung declined to visit- no time, then top repair assigned, wants proof of purchase after all this was sent by hirsch hillcrest to samsung, hirsch just as ***********. i just want a credit refund so i can by a lg washing machine- which was my first choice, but sadly i did not follow my gut
1 reviews | Active since Jan 2020
what a terrible experience dealing with samsung- johannesburg, never buy a samung washing machine intrinsically problematic,7 weeks post complaint and still no site visit, Initial AAA the assigned tech for samsung declined to visit- no time, then top repair assigned, wants proof of purchase after all this was sent by hirsch hillcrest to samsung, hirsch just as ***********. i just want a credit refund so i can by a lg washing machine- which was my first choice, but sadly i did not follow my gut
1 reviews | Active since Jan 2020
So disappointed with samsung customer service and samsung service. Purchased a TV in March 2026. And the sound quality is ****. After watching half an hour of a movie the sound becomes distorted. Your technician say everything is fine after sending video evidence to prove that its not working correctly to be told it is and must buy a sound bar to correct sound. Ive got 3 samasung tvs in my home and the two does not do what this one does no matter how long I watch the tv for sound quality is perfect on the other 2. Im so frustrated going back and forth with [email protected] trying to resolve my issue for almost a month now. And tv was purchased via samasung shop.
1 reviews | Active since Jan 2020
So disappointed with samsung customer service and samsung service. Purchased a TV in March 2026. And the sound quality is ****. After watching half an hour of a movie the sound becomes distorted. Your technician say everything is fine after sending video evidence to prove that its not working correctly to be told it is and must buy a sound bar to correct sound. Ive got 3 samasung tvs in my home and the two does not do what this one does no matter how long I watch the tv for sound quality is perfect on the other 2. Im so frustrated going back and forth with [email protected] trying to resolve my issue for almost a month now. And tv was purchased via samasung shop.
1 reviews | Active since Jan 2020
Worst brand washing machine ever. We bought the latest and biggest on the market thinking we made the right choice.1 star is to much.shud be zero stars. I would rather buy a 2000 rand machine than ever support Samsung again. Defy is million times better. SAMSUNG latest 17 litre washing machine comes with ai wash.if you set your washing it adds hours extra onto your washing time wasting you water and electricity . NO MATTER the wash you choose it will always add so much more time onto ur wash.the store I bought it from Game Pavillion in feb 2026 had really sold me a garbage unit. They had stated a technician found no fault with it but it gives errors. I had many times to ask my helper to hand wash a load wet from the machine because it is not spin drying it. Please I am not happy with this unit.please refund me or give me another model but i rather buy a defy or benett read.This is the model WA80F21S88FA. If there is any customer here with the same problem please contact me on [email protected] as a very Samsung technician told me that many customers have this same problem .the many things told to us by the technicians from separating towels from cloth and wash to install a new water pipe to filter water as this machine is unbalanced . Absolutely nonsense that never worked. Different technicians told different things.Customers please don't ever buy Samsung. I want to return my Samsung TV and fridge as well just because of it being a Samsung since the washing machine is such ****. If there is anyone who can help me please help me. Ombudsman anyone please help us.
1 reviews | Active since Jan 2020
Worst brand washing machine ever. We bought the latest and biggest on the market thinking we made the right choice.1 star is to much.shud be zero stars. I would rather buy a 2000 rand machine than ever support Samsung again. Defy is million times better. SAMSUNG latest 17 litre washing machine comes with ai wash.if you set your washing it adds hours extra onto your washing time wasting you water and electricity . NO MATTER the wash you choose it will always add so much more time onto ur wash.the store I bought it from Game Pavillion in feb 2026 had really sold me a garbage unit. They had stated a technician found no fault with it but it gives errors. I had many times to ask my helper to hand wash a load wet from the machine because it is not spin drying it. Please I am not happy with this unit.please refund me or give me another model but i rather buy a defy or benett read.This is the model WA80F21S88FA. If there is any customer here with the same problem please contact me on [email protected] as a very Samsung technician told me that many customers have this same problem .the many things told to us by the technicians from separating towels from cloth and wash to install a new water pipe to filter water as this machine is unbalanced . Absolutely nonsense that never worked. Different technicians told different things.Customers please don't ever buy Samsung. I want to return my Samsung TV and fridge as well just because of it being a Samsung since the washing machine is such ****. If there is anyone who can help me please help me. Ombudsman anyone please help us.
1 reviews | Active since Jan 2020
Bought an s24 ultra in March 2025 and the phone came with a damaged water seal on the back cover. Been given the run around by Samsung in Pietermaritzburg and the whatsapp chat service. Got no assistance what so ever the phone is still under warranty and Samsung Pietermaritzburg is making me pay for the repairs when the phone came this way. Been to Samsung pavilion and they were abit helpfull. They told me what the problem is and the Samsung Pietermaritzburg should take it in but they refusing. Sent an email it Samsung via my Samsung account in November 2025 and to date have not received a response. Poor service from such a well respected brand
1 reviews | Active since Jan 2020
Bought an s24 ultra in March 2025 and the phone came with a damaged water seal on the back cover. Been given the run around by Samsung in Pietermaritzburg and the whatsapp chat service. Got no assistance what so ever the phone is still under warranty and Samsung Pietermaritzburg is making me pay for the repairs when the phone came this way. Been to Samsung pavilion and they were abit helpfull. They told me what the problem is and the Samsung Pietermaritzburg should take it in but they refusing. Sent an email it Samsung via my Samsung account in November 2025 and to date have not received a response. Poor service from such a well respected brand
1 reviews | Active since Jan 2020
I went to the Samsung store in Sandton City this week. I needed four appliances. I have previously supported this store for a number of large purchases, so I am a good customer and I have had no complaints in the past. But on that day, I was helped by Omasen, who really knew nothing and was totally unhelpful. I would've been better off going on the Hirsch's online store and purchasing from there (as I can see in retrospect). I needed a fridge of a specific dimension, that was only available in silver, a microwave, washing machine and dishwasher. I made it clear to Omasen that I wanted the appliances to match as far as possible. He kept trying to sell me higher models, like washing machines for heavier loads, even though I told him it's just for me. I had to be quite firm with him. We eventually decided I would get the dishwasher, washing machine and microwave in black because it looked better. I asked him if this costed more and he said no. Today the appliances were fitted. The dishwasher and washing machine don't match at all. I called Omasen and he said that's the only colour the dishwasher comes in. I looked at the Hirsch's website and they have all the appliances available in silver, for R2000 less on the dishwasher and the washing machine. That's a R4000 saving! And my kitchen would be matching. The appliances haven't been used. Can they be exchanged for the silver ones and can I please be refunded. I am very disappointed in the service from Omasen. How does Samsung allow someone like that on their floor? He's utterly useless and so bad for business. Even when I asked for a quick guide on the washing machine, he rudely asked another assistant to show me. I'm so upset!
1 reviews | Active since Jan 2020
I went to the Samsung store in Sandton City this week. I needed four appliances. I have previously supported this store for a number of large purchases, so I am a good customer and I have had no complaints in the past. But on that day, I was helped by Omasen, who really knew nothing and was totally unhelpful. I would've been better off going on the Hirsch's online store and purchasing from there (as I can see in retrospect). I needed a fridge of a specific dimension, that was only available in silver, a microwave, washing machine and dishwasher. I made it clear to Omasen that I wanted the appliances to match as far as possible. He kept trying to sell me higher models, like washing machines for heavier loads, even though I told him it's just for me. I had to be quite firm with him. We eventually decided I would get the dishwasher, washing machine and microwave in black because it looked better. I asked him if this costed more and he said no. Today the appliances were fitted. The dishwasher and washing machine don't match at all. I called Omasen and he said that's the only colour the dishwasher comes in. I looked at the Hirsch's website and they have all the appliances available in silver, for R2000 less on the dishwasher and the washing machine. That's a R4000 saving! And my kitchen would be matching. The appliances haven't been used. Can they be exchanged for the silver ones and can I please be refunded. I am very disappointed in the service from Omasen. How does Samsung allow someone like that on their floor? He's utterly useless and so bad for business. Even when I asked for a quick guide on the washing machine, he rudely asked another assistant to show me. I'm so upset!
Samsung South Africa scores 1.3 out of 5 on Hellopeter's AI analysis of service quality in Phones & Computers, compared to the Phones & Computers industry average of 2.8. Their strongest theme is In-Store Experience (1.6); their weakest is Customer Service (1.2). The top AI-rated Phones & Computers business on Hellopeter is Super Communications (4.7). How is the AI Score calculated? →
Samsung South Africa has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 490 reviews in the last 12 months. Hellopeter has tracked Samsung South Africa across 11,905 total reviews. How is the TrustIndex calculated? →