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March 2023 by Greg Williams
I called Samsung for a repair and they sent these guys to fix my tv. The guy showed up without the proper equipment and lied to Samsung telling them my tv was working fine. I was standing there the whole time and this was so far the case. Wow !!
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September 2022 by Arun Sekaran
Absolutely the worst service. Its been two months and Samsung hired these people to fix a brand new gas range and they have not ordered the correct part for 2 months. Just wasting my time and slinging me on. I will have to report Samsung on this for sticking to this vendor.
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September 2022 by N Craig
Well I don't like to give negative feedback back however... they haven't even made it to my house to look at the equipment and they are doing an absolute trash job at customer service... organization.. and problem solving. I was originally set up for Monday October 11th 2021 for them to come out and diagnose/fix a television.. they asked my available time slot so I asked for after 330. That is the time Im free from work. I was told the only time slot they had was between 10-2... so I asked for another day thinking maybe that day was booked. I was told that there office is in Mechanicsville and since I lived in Mechanicsville I was going to be one of the first stops.. so I asked why not get one of the service techs to swing buy on the way back to the shop in the evening.. I'm literally 10 minutes from there office.... she said it's not possible... so I accepted the time slot.. Monday I took off work and Not a single person called.... or showed up... called in and we were told that it never made it on the schedule. It was rescheduled for 10-18-2021 by Caryn Jones.. Kenzie Flemming emailed me yesterday saying they wanted to reschedule the appointment. I asked what her availability was hoping that a sooner time came available... not the case they wanted to push me 2 days put further.. I told her that I was not willing to push the date but that I would be glad to take a sooner time. I was told they would have to push the date because they were waiting on parts to be delivered.... normally I can understand that.. However the problem had not been diagnosed.. what part are they ordering if they don't know what the problem is. I will be reaching back out to Samsung to see about getting a different company to do my work and using a different more organized company to handle their clientele.
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September 2022 by Tracy Johnson
PLEASE PLEASE NEVER EVER HIRE THIS PLACE TO FIX ANYTHING!!!I have lost time off work! These people are unbelievable!! Trust me! I took off work for an appointment to find out it was never scheduled! When I called the company Kenzie was rude she offered no apologies no nothing! I had to rescheduled for another day so I waited on a Tuesday and nobody showed up for the second time!!! No phone call, no nothing! When I called back I was told the parts did not come in! What about a phone call to update me people!!! So I had another appointment scheduled for the following week and no show again or phone call!!!asked to speak to the supervisor and I was first told there was no supervisors to transfer me too!! I said what am I supposed to do if I can’t speak to a supervisor! The lady said I will email him your number!! Wow!! I never heard a word from management as of yet!! Over two weeks!! I called Samsung back and was told this is the only company they work with in our area!!! I am so angry and done!!! ??? please close this place down!!
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September 2021 by Melissa Baldwin
I wish I could give them minus 5! Called Samsung for warranty repairThey came, fixed the oven (brand new btw) motherboard or something major like that. He reinstalled it improperly, when we noticed it we called the tech directly. He said he would fix it next time he was in town. 2 months later still nothing. Called samsung for new ticket. Custom Communications called us three times to schedule, the last time was 8am on a Monday. I called back at 9 to schedule. She had already cancelled the ticket. When I said "its 9am, you just called me" she was rude and refused to acknowledge that they could have given me time to return the call. Had to call samsung again. This all took place in a matter of 3 days!!! Over a weekend!!!Terrible company!! Terrible service for their customers! Asked Samsung to not send them again but unfortunatley since they were the initial cause problem I may have to endure working with them! If you have a choice, avoid them at all costs!
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September 2021 by reza arefi
Even one star is too much for this company. A bunch of crooks. They charge you for parts after a diagnosis over the phone before they come over to take a look at your appliance. And if the part they charged you for is not the source of the problem they won’t give your money back. Now, if that isn’t theft then what is? That’s exactly what happened to me for my Samsung appliance. Unfortunately, Samsung also washes their hands off this and take no responsibility for the actions of their contractors. Never this company (Custom Communications), never Samsung ever.
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September 2021 by Timothy Lam
Samsung hired Custom Communication Inc to come out to fix my dryer. The repairman came out and noticed that my dryer drum was cracked due to a manufacturing defect. I was charged a diagnostic fee for that. They repaired the drum. When I asked for a written explanation of the issue so that I can submit to the warranty company, I was told that they don't provide that and I only get a receipt. What was the diagnostic fee for??? They can't provide a written diagnostic for an issue they came out to diagnose? I don't get it. Avoid this company at all costs!!!
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September 2021 by Michael Shapiro
Custom Communications was assigned to repair my Samsung oven through Home Depot's warranty repair service. We reported the problem and error code to Asurion warranty service on December 4, and were assigned an appointment with Custom Communications for the following week. A few days before the appointment we got a confirmation call and told to expect a call the morning of the appointment telling us the time the technician would arrive. On the day of the appointment, no one called and no one showed up. We were able to get in touch with Home Depot's warranty service and get rescheduled for a week later, once again, no one called and no one showed up, this time we called only to be informed that the part had shipped to the wrong location, and we were rescheduled for 2 days later. This time the technician showed up and did not have the parts to fix the appliance. I got a call from their manager, Chet, who informed me that it was my fault for not reporting the error code in my initial contact. I told Chet that I did report the code, and he said that he was a "pretty sharp guy" and he would have sent the right part if he had known the code. Well, Chet looked at the report, and saw that the code was reported in the initial contact, so I guess he really wasn't all that sharp. Anyway, we were again rescheduled to have the appliance repaired a week later, and again they didn't show up saying they didn't have the part, even though Chet informed me it was in stock in my conversation with him. After another call to the Home Depot's warranty line, they decided to ship the parts directly to us. We finally got the appliance fixed on January 8, 1 month and 4 days after the original claim was filed. Thanks to Custom Communications, I will never buy another appliance from the Home Depot, and I will never call them for service.
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September 2021 by Kelly Kershaw
I submitted a ticket for Samsung TV repair and it was assigned to Custom Communications. This company sent a text saying to call their number to schedule repair. I call the number, a message plays about waiting for the next agent, then a message plays about the conversation being recorded, and then.....their phone hangs up. I called again to see if there was a bad connection or something. The same thing happens. I call again a couple days later, trying to give them the benefit of the doubt. The same thing happens both times. I call Samsung where the agent tries calling a few times. The same thing happens to her. Custom Communications....just no. No. No. No.
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September 2021 by S Hamann
The freezer on our new Samsung fridge isn't cooling. Samsung set us up with Custom Communications for a repair. After more than 2 weeks, we've never received a call from Custom Comm. I've made several calls to Samsung, who followed up with Custom Comm. and we still never received a call from them. When I called Samsung today, they informed me that Custom Comm. canceled our ticket.... After reading other poor reviews, we asked to be switched to another service repair shop, who called me within 10 minutes and setup an appointment to fix our fridge.
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September 2021 by Tim Haynes
Custom Communications provides service for an array of different companies, notably Samsung contracts with them for warranty service.I'm writing to provide my experience working with Samsung on a service repair for a 65" TV. Samsung assigned the service ticket to Custom Communications (phone 443-805-XXXX) on 9/11/2020. I was promised a call within 2 business days. No call. I left a detailed message with the phone number on 9/16, and never heard anything. I left another detailed message on 9/21; still nothing.I spoke with Samsung on 9/22 and they assigned me a different Custom Communications repair agent (Chet, phone 919-861-XXXX). After I didn't hear back from him in 2 days, I reached back out to Samsung. The Samsung reps tried repeatedly to reach both Custom Communications reps and were also unable to reach either of them.Since Custom Communications had never responded, they moved on from Custom Communications and assigned my ticket to USSI Global instead. They were able to connect me directly to USSI and the agent there took my information within minutes of the ticket being assigned, helped confirm diagnosis of the most likely problem and put in an order for the part. I was given a timeframe for the parts' arrival and assured I will receive a call as soon as the part arrives to schedule service.Long story short: it appears there is a world of difference in the quality of the various Samsung Service contractors. Custom Communications has been a total fail--two weeks, two reps, four messages from me and multiple messages from Samsung and no one ever called. USSI moved immediately on resolving the problem within minutes of the ticket being submitted to them.I hope my experience is an anomaly, and Custom Communications works harder to vet their representatives and service process to ensure their service doesn't reflect badly on their corporate partners (like Samsung).
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September 2021 by Carol Zurawski
We had a very poor experience with this service provider. We were told specifically they would call between 8-10am on 10/3 to confirm when they were planning to show up that day to replace a Samsung refrigerator door and they never called nor did they show up. Left a voicemail and they didn’t return the call. Samsung was completely useless as well and wasn’t able to reach Custom Communications. If you buy something from Samsung I would avoid this provider if you need a repair done.
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September 2021 by 2GR8KDS
DO NOT USE! Demand samsung send you someone else! They came were awful people! Broke the machine and are aware of it. Samsung made a damage claim. They asked for pics sent them. They cancelled the first appt. The second..they played us all day saying a manager would call us. Nope and end of day said sorry call Samsung we can not speak to you. I did and samsung was baffled. Closed our ticket and hang up if I call and then!! Wow!! Have the nerve to tell me and my husband who is a Lawyer we never had an appointment at all!! Nope and now they hang up on Samsung also. So for all of the Samsung customers treated badly. We will drag them to court and let them testify we had no appointment. They ordered the parts for our machine or told us they did. Crooks..please tell Samsung or if you are not samsung customers..run do not use them!
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September 2021 by Simon Pitts
I submitted a service ticket to Samsung for my refrigerator repair which was submitted to this company on Tuesday 05/04/2021 and was told that I should hear from them in 48hrs and as of 05/09/21I still haven’t heard anything! What a sad Mother’s Day present! Please advise Samsung not to use this provider because obviously they don’t have time to provide service.
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September 2021 by Kenuff Said
0 stars if I could. Its unfortunate that this is the only company that Samsung will contract to repair their products. I purchased an item from Lowes with an extended warranty and was required to use this company. Expect ZERO support, LOTS of incompetence and PLENTY of runaround. You are on your own.
