I have been using Samsung products for over a decade. Had a situation where a phone under warranty was sent for repairs and lost in transit. After nearly 4 months of waiting without a phone, a claim was finally issued out on my behalf. If it could all be so simple. I was told that they were not able to mail anything to my address and to provide an alternative. This being something that could understandably take some time, I asked them to be patient as I searched for one. I come to find out, not even a week later, that someone decided to decide for me and cancel my claim ENTIRELY! They even had the gall to say that I had authorized the cancellation! Mind you I had asked previously if there was any expiration date in regards to figuring something out, at which they said no. Let me get this right, a customer waits 4 months for Samsung to figure itself out, but Samsung decides a week is too long to figure out a change of address and completely renegs on an agreement! This includes the back and forth with their shoddy customer service team that I'm sure anyone who has had to deal with them knows about. Hours on hold with random hangups; rude and snappy customer service reps with contradicting information; being transferred to wrong departments; a general sense that no one knows what they are doing up and down the chain. Samsung's level of service is UNACCEPTABLE in this day and age! Their lack of professionalism, competency, and character caused a situation to spiral out of hand unnecessarily and cost me a fortune. I cannot in good conscience recommend this company and their services to anybody, as it is clear they care very little about their customers who support them. Try Apple, Lenovo, Microsoft, HTC, anything instead! I've had much better customer service experiences with these companies regarding their products, and I didn't need a decade long relationship to get it. read more

Dropped my Note 5, I was devastated! Pictures from my vacation on it and just knowing I would have to start over with a new phone was not what I was looking forward to. The phone was completely unresponsive except for a solid blue notification light. There was no visible damage, no cracks that I could see but I knew that I had dropped it and possibly caused internal damage. I called the local AT&T store who then directed me to the Samsung kiosk in the Best Buy store. Samsung at Best Buy directed me to the Samsung Service Center in Maywood New Jersey. Maywood is about an hour from me with no traffic but the thought of taking my phone to Staples or the Fix-It guy in Wal-Mart did not seem logical. I have a Samsung product, I need to take it to a Samsung repair store. When I entered the store I was greeted, signed in, and was given paperwork; I was second in line. I waited 15 minutes and was then called by Xavier to look at my phone. In less than 45 seconds he found a very miniscule crack underneath the main screen. He quoted me the price for the cracked digitizer and then verified with the technician that they had a part for my phone. I was told that the wait would be an hour and a half and to my surprise I received the phone call at the one hour mark that my phone was ready. I again was greeted by Xavier who pressed the power button and assured me that my phone was up and running with no data lost. I was very impressed with the store, the customer service, and the attention to detail. Should I ever have another problem with my phone or any other Samsung product I own, in the future, I will not hesitate to go back to this store. Thank you again Xavier and the unknown Tech who fixed my phone. I am forever grateful! read more

On May 5th, around 3:30 PM, I visited the Maywood, NJ Samsung Service Center to resolve an issue with my newly purchased Samsung Galaxy phone being locked. I explained the situation to the Korean staff member at the check-in area, but he responded with an incredibly rude and arrogant attitude, claiming it was "a very technical issue" and refusing to assist me. He repeatedly insisted that I could not be helped without an online appointment, showing no willingness or respect for the customer. I then sought help from another customer service representative, who immediately recognized that my issue was simple to resolve and unlocked my phone right away. The second staff member was extremely kind and helpful. However, the first male employee falsely claimed that I did not have my Samsung account information, which was untrue. I had that information written down and showed it to the kind employee. It was clear that the first employee had lied, which only added to my frustration. As a long-time Samsung fan who exclusively uses Samsung products, I was shocked and disappointed that someone with such an unprofessional and dismissive attitude was representing the Samsung brand. I believe it is essential that appropriate action is taken regarding this employee's behavior to prevent further damage to Samsung's reputation. Thankfully, the other customer service representative was very courteous and helped resolve my issue promptly, but the first staff member's unpleasant attitude made my experience extremely disappointing. Samsung Service Centers need to improve customer service and ensure that staff respect customers and take ownership of issues. read more

Today was such a stressful day dealing with my Samsung S6 phone from waking up after having it on charger all night,to my phone not turning on at All.Made a call to the sprint store bergen mall only to get a rude CS Rep who customer service skills were horrible.On to the Samsung store where my stress level went down immediately after meeting a CS Rep name Christina. Christina took care of me with a smile . knowing I was on my lunch break Christina went above and beyond running back and fourth in the back to the technicians while they figured out the issue.Even though I was on lunch break and had to wait for a answer before leaving the store she informed me that I was not forgotten about.She provided me all the details about my phone before I left it there for the repair.In this day in age you do not find CS Reps who go above and beyond providing great customer service.She has provided me with Respect,DIGNITY and service excellence.As a manager I stress to my staff the importance of providing great service. I was very appreciative to have her as this was not my first visit to samsung maywood.But this is my first review.Because of this young lady I will be returning for all my Samsung electronics repairs or issues.Not to mention a young man named John who was also great i arrived at the store 10 minutes before closing to pick up my phone he made sure I was comfortable with my device and asked if I had any questions as if he had all the time In the world . I did not feel rushed at all.I can write a book on how great my experience was today at Samsung maywood.Kudos to you guys who turned a stressful day into a lovely one.Thank you so much read more

I received the worst Customer service in my life. Well I own Note 8 which is 6 month old and still under warranty. Recently I purchased new slim case from Samsung.com and phone slips out of my pocket and falls on the ground from 2 feet high distance. To my disappointment the back cover slightly cracks as a result. The case is useless! On Monday I call their center, get voice mail and ask to call back. They return my call in a few hours and tell me its $60 to replace the back. Should not take more than 1 hour. After work I head there and arrive at 7 pm. The place is open till 9:30 and I am the only customer. Plenty of time to service me. I go to the girl at front and she tells me they can't repair it same day. Why? Apparently they don't take any same day repairs after 6:30pm. Nobody told me that on the phone when I said I was gonna come after work. I beg to take my phone as they have all the time to fix the damn cover. Finally she agrees to show it to their tech who is on the back. She leaves for a couple of minutes and announces my phone has also bad charging port and LCD (I had no problems with neither). In order to fix back cover I have to fix everything for nearly $400. Both LCD and port could have been fix under the warranty but because the back is cracked I have to pay for everything. It is their policy I am told. Show me this policy! They could not. If my new car has a crack on windshield and engine fails the warranty stops working and it won't be fixed unless I pay for it....according to Samsung customer service. I left the store in disgust and will never return there. It worst worst worst place. read more

I am a new Android owner and had a simple question which neither AT&T's technical support, corporate or their authorized Samsung Galaxy store that I spoke with and visited were unable to address and knew absolutely nothing at all how to answer any question I had regarding my new phone. They suggested I call and/or visit the Samsung Store in Maywood, NJ. Before I wasted any more time and went to yet another store, I called and spoke with Oscar, explained my question over the phone and he told me to come down any time and he would help me without any problems. I made the trip to the store, asked for Oscar who not only addressed my initial issue but was capable in a short period of time to show me so many shortcuts, tips, etc.that I had to take the time to let everyone in Bergen County who may have any issue at all with their new Samsung Galaxy Note 5 cell phone or any Samsung Galaxy product that OSCAR absolutely is the "go to guy" for any Samsung Galaxy cell phone, tablet, etc.you may own and have a question or concern with. He is extremely knowledgeable, professional, courteous and friendly and capable of answering any question you present to him. He is amazing and the kind of employee which should be recognized and acknowledged as a major asset indeed! Samsung should be proud they have him on their team! Im so happy l now have Oscar to help me with any further questions that may arise. Thanks for everything! Bonnie B. read more

While I was trying to back up the photos on my mom's Galaxy S7 Edge using Smart Switch something went very wrong and the phone froze with an error message. I tried an emergency recovery as recommended. I tried restarting it. I spent two hours with Samsung's customer support line over the phone and still nothing. I was just patched from one person to the next. It wasn't until I went to the Samsung Mobile Phone Repair site in Maywood that I actually got some concrete help. Oscar was amazing!!! He immediately told my mom and I what was wrong with the phone and the next steps that should be taken. There was a chance we could have lost all of her photos, contacts, and messages. Luckily, Oscar worked his magic and saved her information. He was upfront about what could happen (both the positive and negative outcomes) and provided some useful recommendations on how to best avoid damage to the phone. He was very knowledgeable and shared the information in a clear manner. Super polite and friendly guy, even though we arrived at the store close to closing time. And it was FREE!! Also the site is within a shopping center so if there is a wait (there was a 45 min wait), you can step out and do some shopping (or eating) while you wait. Great staff. THANK YOU OSCAR!!!!!!!!!! read more

I came here in dire need of help. It was imperative that I exhausted all possible options to recovering extremely important data from my Android. I came here, to Samsung Maywood, and advised them of the sensitivity if the issue. They were extremely helpful from all angles. i dealt with Christina, and from the get, she was very sympathetic, helpful, and determined to doing whatever she could to help. She passed it off to the techs in the back who do all the delicate dirty work, and they too, also did everything in their power to fix my phone so that I may retrieve all of my data that was not backed up (I'm an idiot for not backing it up, it dropped, shattered, and the screen was finished). Unfortunately, it came up to be a Motherboard issue, and one of the managers, I forgot her name (SO SORRY) pulled some strings and honored my warranty so the fix would be fixable for me. Although, through all the effort, time, hard work and sympathy, everything was lost. My own stupid fault, but it was nice to have so many strangers willing to do everything in their power to help. Would recommend this particular Samsung to ANYBODY who wants to know what genuine mastered customer service is like. Thank you for all of your help Samsung! read more

We would like to commend Jhon for his excellent customer service when we visited the Samsung Service location in Maywood, NJ. Our Galaxy S6 phone was not powering up and we traveled over 45 minutes to Samsung to actually see a live person in order to troubleshoot the problem and try to repair it. We were promptly greeted at their front desk and told that it would be a short wait to be seen by a representative. We were called to a rep, Jhon in less than 10 minutes. He was very polite, friendly, knowledgeable and honest. He evaluated the phone problem and gave us the possible repair options and prices and told us that the service department would check the device within 2 hours and get back to us with specific repair options. We were called back in less than 20 minutes and advised that it was a motherboard problem, not just a battery replacement. We decided not to have the repair performed, but there was no charge for the evaluation. Jhon was professional, sincere, competent and he provided excellent customer service. read more

I have been a longtime support of Samsung. My recent experience have changed my opinion on Samsung. I think Samsung is one of the most disgusting business in the market. I'm totally surprised that they have made it this far. I have been dealing with samsung support for the past 3 months for them to honor their warranty on a set of Samsung tags. They have been playing games that you wouldn't believe its coming from a company this size. First I think Samsung support is runned like an India call center scam. They would tell you it's under warranty and mail in the product. Once the product is received they change their story. They claim its not repairable, which I believe is a lie. They would give you a lowball price (like 20% of market value) to settle the warranty. I believe they are taking the returns and selling them in the black market. I wonder if Samsung headquarters know this is happening. read more

After having an awful experience with Samsung customer phone service, I stopped into this outlet for repair. I was expecting to experience the same situation, but was thoroughly surprised and happy by the help that Richie gave to me. My phone was very low on memory and I wanted to be able to continue using my Galaxy S5 until the S8 bugs and kinks were worked out. Within 15 minutes, Richie was able to understand what needed to be done and did it!! He installed an app that would move my contacts and most other info to my SD card. Why doesn't Samsung customer phone service know about this??!!! It is worth stopping in with any issues you may have. read more

My note 4 was restarting and constantly freezing.After working on my phone Jennifer told me i needed a new motherboard.Being out of warranty it was obvious i needed to buy a new phone instead of paying to repair it. Somehow she got corporate to extend my warranty so they could repair it.After 9 hours and two visits it was repaired.I had been to Verizon twice,Best Buy,called Samsung among other attempts and no one cared or couldn't,and then there was Jennifer.Absolutely a terrific customer service person.Thank you Jennifer.Great store,was treated like they really do care about your problem. read more

Have been to this location several times over the last 6 months with varying issues. Not issues with phone problems. User (me) problems. The staff has been amazingly helpful and treats you like your business is important. It's a service, not a sales center, which makes it all the more receptive and welcoming to the consumer. Two people that I have dealt with are outstanding and should be recognized. ANGELICA and OSCAR. Both are spot on accurate and both are patient and helpful. Love my Samsung phone and love the people in the Samsung service center in Maywood (Paramus). read more

I was traveling from Florida to NJ and had some issues with my Samsung S7. I was given the 21 Spring Rd., Maywood, NJ. address for the Samsung Mobile Repair location to bring my phone to. I arrived early August 5, 2017 and was taken promptly by Richie who was very patient and asked the right questions so the repair technician could understand the problems I was having. The technicians started work and my phone was ready within the hour. Thank you Richie for all your help. Also the technician who fixed my phone in a timely fashion. Veronica H s read more

I went in for advise on how to set up a Samsung VR I got for Christmas and Alberto was extremely helpful. I find out that my Galaxy S7 had issues that I wasn't aware of with Charging port and Screen and it was covered by warranty. The issues were fixed and the VR is amazing. Samsung should be proud and recognize what great employees they have representing them at this location. I honestly believed they were going to hit me over head with unnecessary work and charges. I was completely wrong and will deft. will be a repeat customer. Thank You read more

I have frequented this store twice. I had received a tablet as a gift and had no experience at all. I am a senior citizen. I was fortunate enough to be helped by a customer service representative by the name of Deborah. She was unbelievable knowledgeable, patient, and courteous. She spent an extraordinary amount of time with me?.helped me with procedures, apps, security information etc. I had come to her with 0 knowledge and left feeling confident and secure that I could conquer what for me was a new challenge. Awesome experience. read more

Was having problems with my Samsung phone. Was told Maywood, NJ, was a great place to have it looked. Indeed it was, because I was lucky to have Mya be the product specialist who was able to provide exemplary service with her extensive knowledge regarding the problem I was encountering. Not only was she able to correct the problem, but was able to provide additional information that was highly useful. She is wonderful and a great reason to come to the Maywood, NJ Samsung store. read more

I have frequented this place 3 times. I have always been very pleased with the service and politeness of that staff. Xavier Almanzar has helped me the last two times and I must say he provided exceptional service each time. He went above and beyond to fix my Samsung tablet and the second time he fix my s6. When both of my electronics went haywire I didn't know what to do and thank to Xavier I felt relief and came out with no missing data and my devices. Thanks Xavier you rock. read more

Had an amazing experience at the Samsung Maywood store with Angie and Xavier. They were attentive to my needs, sympathetic to what happened and showed me some tricks so this does not happen again. I have no complaints for the store they were awsome. My only complaint is if Samsung wants vendors to sell their product please educate them on how to set up the customers phone correctly so they don't loose all there data, picture etc. Thank you Maywood store, Kristine R read more