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Samsung opens Australian Customer Service Plazas

By Pam Carroll on 27 August 2009

Samsung's Melbourne Customer Service Plaza (Credit: Samsung)

While Panasonic is busy boosting its customer service capabilities through Twitter, Samsung is taking a more old school route by opening seven "Customer Service Plazas" (CSP) across Australia.

Two CSPs are already open in Melbourne and Darwin, with Perth and Brisbane due to open their doors by November. Two in Sydney and one in Adelaide are on the plans for early next year.

It's costing the company $3 million to take this more face-to-face approach, as each CSP will house state-of-the-art testing and service areas for Samsung products. Those waiting for on-the-spot repairs can grab a coffee and browse the internet at cafes in the waiting area. They will also accommodate customer service admin offices and training facilities for retailers.

The facilities are set up to handle service for AV and IT products and some Samsung white goods. (Credit: Samsung)

Samsung is contracting third-party providers in each location to conduct the servicing on its behalf. But in case you can't front up to one of these centres, the company says it has increased staff numbers by 40 per cent in its national call centre based in Homebush, NSW.

Confirmed Samsung Customer Service Plaza locations:

Melbourne (open)
2/137 Rooks Road
Vermont, VIC 3133

Darwin (open)
Lot 8909 Tang Street
Coconut Grove, NT 0810

Perth (under construction)
990 Mordaunt Circuit
Canningvale, WA 6155

Topics: customer service, samsung

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Comments (20)

  • Graham commented on 08/02/2010 12:49

    Been trying to contact someone on the phone ?? been on hold for 40mins!
    you make your website so hard to contact anyone> WHY?
    can someone HELP?
    last product that i will buy!
    0413085977

  • never again commented on 06/02/2010 01:21

    I will never purchase another Sam dung product in my life!
    Samdung should find a legitimate business to run instead of the farcical one they're trying to run now.
    They're totally incompetent!

  • Deb commented on 02/02/2010 10:18

    Stupid Samsung, Again like others they have not even bothered to call me and let me know my faulty camera is ready. Then they tell me that they don't post them out and I will need to collect it....NOT HAPPY as it is over an hours drive each way. I only used the camera once and it broke, prety crap. NEVER AGAIN WILL I BUY SAMSUNG

  • plasma jack commented on 11/01/2010 09:19

    My Philips Plasma developed the blinking red light of death and as it is still under warranty was referred to Sound & Vision Vermont to organise repair. Rang and was told that I had to wait a week for one of their technicians to come out to my house. I told them about the blinking red light and after some research on the web that it is probably a power board issue. I then asked if the technician will have all available parts to fix my TV and was told YES. The "technician" came out today and was at my house for a total of 5 minutes - walked in, turned TV on and off and said the power board needs to be replaced (duh!!) and TV will need to go to the workshop. He then said it's quite a common problem for Philips plasmas - if it is so common why didn't he bring the necessary parts!!!!! He couldn't take the TV with him (what a surprise) and said the office will book a pick up of my TV. This will take another week at least. Just got off the phone to Sound & Vision to see if we can organise a pick up any sooner and also to express my frustration at this farce this is turning into. Was told by a lovely lady that could not book a specific time for pick up or repair - will have to wait until technician gets back to office (probably tomorrow!!!) and will then organise with him. Why oh why does it need to be soooo complicated!!!

  • dee commented on 09/01/2010 00:04

    This was the worst experience of my life and has made me never want to purchase a Samsung product again as they are the only Samsung repair centre when going through warrenty in Melbourne and are an 1hr drive from where I live. My unit was still under warrenty and rang Samsung Australia and got my claim approved and received my claim number months before taking it in, as due to the bush fires in Victoria I was unable to do so earlier and them been so far away. I took my unit in before the warrenty expired by a few days and when it was repaired I did not receive a phone call I had to ring them and when I went in to pick it up they had unrepaired my unit and refused to fix it as it came in a few days before the warrenty expired, although Samsung Australia said it was fine. My husband and I had to argue with them to fix it and they fix it on the spot telling us to leave their building and wait outside in the 36 degree heat with my 4 yr old daughter and 18mth old daughter. How ridiculous is this? what if my children got heat stroke? I should not have to argue with a company to fix my unit when Samsung Australia approved the claim and Sound and vision had been already paid by Samsung to fix it. The manager there made me feel like I did not exsist, how can a company treat customers like this?
    sound and Vision Blackburn is the same owners as the new store in Vermont. I reccommend never using this business as you will have to fight with them to get anything fix or they will rebreak your item if you dont pick it up when they dont ring you telling you it is ready to be picked and unavoidable situations stop you from picking your item up. There is no where on the receipt telling you, you must pick the unit up by a certain period of time. I rang Samsung Australia while waiting in the car and Sound and Vision had already been paid for the unit, so why did they rebreak it?

  • dee commented on 08/01/2010 20:22

    This was the worst experience of my life and has made me never want to purchase a Samsung product again as they are the only Samsung repair centre when going through warrenty in Melbourne and are an 1hr drive from where I live. My unit was still under warrenty and rang Samsung Australia and got my claim approved and received my claim number months before taking it in, as due to the bush fires in Victoria I was unable to do so earlier and them been so far away. I took my unit in before the warrenty expired by a few days and when it was repaired I did not receive a phone call I had to ring them and when I went in to pick it up they had unrepaired my unit and refused to fix it as it came in a few days before the warrenty expired, although Samsung Australia said it was fine. My husband and I had to argue with them to fix it and they fix it on the spot telling us to leave their building and wait outside in the 36 degree heat with my 4 yr old daughter and 18mth old daughter. How ridiculous is this? what if my children got heat stroke? I should not have to argue with a company to fix my unit when Samsung Australia approved the claim and Sound and vision had been already paid by Samsung to fix it. The manager there made me feel like I did not exsist, how can a company treat customers like this?
    sound and Vision Blackburn is the same owners as the new store in Vermont. I reccommend never using this business as you will have to fight with them to get anything fix or they will rebreak your item if you dont pick it up when they dont ring you telling you it is ready to be picked and unavoidable situations stop you from picking your item up. There is no where on the receipt telling you, you must pick the unit up by a certain period of time. I rang Samsung Australia while waiting in the car and Sound and Vision had already been paid for the unit, so why did they rebreak it?

  • Jules commented on 21/12/2009 15:49

    Found samsung service a farce, ist arrived with wrong part though correct part was on order, took away tv and then came back to do a pick-up not a delivery, promised delivery that afternoon then never turned up, pepeated calls to them where ignored. promised phone calls from a manager who never calls and is never acailable

  • dazbo commented on 10/12/2009 16:42

    Here I am again! Who needs a phone number anyway? There's no reasonable service or customer care to be bothered ringing. Here's the plaza service centre scenario. 'Yes the part has arrived for your machine.. will be fixed and ready this week'. [after 1 weeks wait for the part from out of state!!!] Further queries 1 week later, 'no I need to order [another]part'. Where from..'out of state'. You potential customers get the point. purchasing Samsung??? ...think again.

  • dazbo commented on 10/12/2009 14:21

    What on earth is the good of this webpage when you don't put in a local phone number? A MOST frustrating experience Mr Samsung!!

  • Mariahnas commented on 10/12/2009 13:51

    Can someone please tell me the phone number for the Plaza in Darwin? It would help if the number was mentioned above?
    Thankyou

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