Store Manager - 0 Star. Muna (Female Employee) - 6 Stars We went into Fountain Gate store at 4pm on Monday 2nd Jan to confirm Melbourne Central opening hours. Google listed as open until 7pm but had a note that it might be different due to public holiday. A female employee at FG store served us, she used her tablet to look up on Google and told us the city store would be open until 7pm, I explained my reason for visiting the FG store and that I too had used Google and that it had noted that the store hours might be different for the day then advertised. I asked if she could confirm if it was open or not to which she replied, she could not confirm. I asked her if I could speak to the manager. She went and talked to her manager, who was on the far side of the counter working on a laptop with another person (I assumed he was a customer). The manager wouldn't even look my way or acknowledge me, she sent the lady back to tell me she is busy. There was no offer of 'could you wait a minute, or she will be with you soon,' rather i was made to feel degraded and that it was a trivial matter that did not need her acknowledgement or attention. I stood there quite stunned and felt I was a bother. When it was obvious that no offer of solving my issue would be instigated by the employee or manager, I proceeded to make a point that while I was with Apple for 10 years, I had never had such an issue, especially when asking an employee for information and also I had never had bad service from Apple. So far we have purchased 4 Galaxy S6 and 2 units has already gone faulty, one was sent away for replacement of parts because mobile data transfer stopped working, returned 10 days later with data transfer fixed but the ear piece on the phone and headset 3.5mm socket doesn't work. Muna, who overheard my predicament, asked the new lady to take over her task with a customer and she came to assist us - If you want a great customer service when you visit Samsung FG, I highly recommend you seek out Muna, she is outstanding, I rate her 6 Stars - Muna contacted Melbourne Central store and confirmed that they closed at 6pm, and she also confirmed other details for us. Samsung needs to have more refurbished replacement phones in stock. it is ridiculous that they never have spare replacement stock. I never had problems with Apple replacement out of stock. And also open communication between stores is paramount to a successful business under the banner of one name. This is not comparing Samsung and Apple products. However faulty product replacement has been much easier with Apple. Samsung procedures, let customers down, which then makes the job a lot harder for people like Muna. Samsung does have great products but on this occasion was let down by management. On arrival at the Melbourne Central store everything went smoothly, service was great 5*/5*.

Samsung were quite busy but I didn't have to wait long. They took my tablet to send away to be repaired. I was told I'd get a phone call in at most 2 working days. I would give Samsung Fountaingate 0 stars if I could! ONE month - no word from Samsung TWO months - no word from Samsung THREE months - no word from Samsung FOUR months - No word from Samsung I've been ringing Fountaingate constantly but an overseas call centre answers. Very polite and try to be helpful. FIVE months - It has now been 5 MONTHS since I left my tablet with Fountaingate. I've kept ringing them but they don't ring me back at all. I've at last made contact with Samsung Service Centre and I had to pay $250 to have the battery replaced. This is about the same price that a major retail store was selling my model for recently. So after five months the service centre let me know that it was fixed and to pick it up. I offered to pick it up there. The woman let me know in clipped tones that my tablet was at Oak Cabinet. After a discussion where she kept repeating herself and I said it was furniture I gave up as I worked out that FOUNTAIN GATE may have had a similar sound to OAK CABINET in some people who have English as their second language. She then rang me and left a message about the Oak Cabinet location! So, my Tab A8 was definitely at Oak Cabinet, not Service Centre at Clayton, so don't go to Clayton, definitely don't go to Clayton. I rang Oak Cabinet, sorry Fountaingate and it wasn't there! Of course it wasn't there. After many more hours on the phone my tablet was posted to me and arrived about five and a half months after drop off. The Tablet has been reset entirely. Nothing remains. It works slowly now and the touchscreen is frustratingly slow too, but it is at home now. I would give SAMSUNG 0 STARS if I could. SAMSUNG YOUR REPAIR MODEL IS BROKEN, at least in my case.

Hi Samsung, i would like to share my feedback with my recent experience at your fountain gate service area. I got my Samsung Tablet about 2 weeks ago, and it stopped working, did all the standard troubleshooting. unfortunately it was dead would not power up at all or charge trying multiple charges. online advised me to bring it to the store to confirm the fault and organize for a replacement as it was within the ELF period. first guy did his job and sent it away to verify the fault. The next day i get a message from them saying its ready to pick up, so i was surprised it was done so quickly even impressed. But that didn't last long. Got there, and the second guy hands it back to me, and it was obviously not the replacement but the original. he tells me they've confirmed the fault and hands it back to me. So i question, aren't they suppose to be sending me a replacement. He then tells me they just confirm the fault, and because i bought it through the Samsung online store i would need to take it back home and go through the online team to organize to send it back to them and get the replacement. so again i tell him i was advised by the online team to go to them to get that organized, and i didn't want to go home and be told by the online team i had to bring it back to Samsung service area again. He assured me that i had to go through the online team because i didn't buy it from their store. i go home and contact the online team, and wouldn't you know i had to organize it at a Samsung service area. so i requested to go a different location as Samsung Fountain gate service was very very lacking. This is my second time I've had a poor experience at this store when it comes to service related issues. Sales they are very eager to assist.

Samsung has the worst customer service! My brand new $2000 Note20 Ultra which I purchased outright was faulty upon opening the box. I called Samsung Customer Care who told me to take it to Narre Wareen where they have a tech who can look at it on the spot. Made an appt and took it into Narre Warren who then advised they had to send it away as they don't have any staff or service techs who know how to deal with warranty or access to any tech assistance. I waa told max 1 week to get it back. It has been sitting in their service centre for 6 weeks now and noone can even get back to my calls or emails since the last promise they made on 8th Dec to get back to me with requested information. I've had 2 Case managers promise to send diagnostic info to me over 5 weeks ago numerous times and have not bothered following through. I have been a Samsung mobile customer for over 10 years and this will be the last item I will ever purchase from them due to the lack of customer service and communication. To add to that, the phone customer support team are absolutely useless as they can't give answers, make decisions or transfer calls or send emails to customers confirming what they've discussed. All they can say is "I have escalated the matter to the correct department. Wait for a call back" Ive called them at least 10 times and still waiting for all the call backs! Don't bother wasting your time or money!!! Back to Apple it is! At least they care about customer service and do their best to resolve issues quickly unlike Samsung.

What a complete waste of time and no help at all. The store and customer care is of no help, I travelled one hour and its cost me on tolls, not to mention half the day of my time to be told the exact same thing -no one can help because they have no authorities. One whole week of chasing Samsung, I have escalated the issue to higher management only to not even have a call back (which was promised within 24-48 hours). I paid $3000 for a phone in which two hours of owning freezes and constantly glitches, two days later take the phone out of my pocket and find the screen has cracked. Quick to take my money but there is lack of communication and help when it comes to resolving manufacturing faults. I can not send my phone away as I operate my business from this device and require a replacement loan phone in the mean time. Without a phone I will loose business, I will not be able to support my house hold or employees. I will be at a major financial loss all over a $3000 phone which has faulted after two days. I have waisted more than enough of my valuable time trying to resolve this issue. Waited four days for a return phone call with nothing at all. Now this is beyond a joke, I will be taking this further to the telecommunications ombudsman as I do not accept your offer of a $50 good will to send my phone without a temporary replacement device or else I want a full refund of $3000.

Horrible customer service from 1 particular employee at the Fountain Gate store. Rushed over there yesterday at 4:30pm because my phone had become so hot that it was untouchable and I could not use it. There was a bigger guy working there who was extraordinarily rude and arrogant, grabbed my phone, looked at something & said something about my screen... when I asked for clarification because I didn't understand nor had he explained what I should do - he was short with me, handed it back & said I need to back it up then come back, I asked how to back it up & he grunted like I'd asked the most stupid question, proceeded to rushedly tell me something without answering any of my questions then told me I need to make an appointment and to not just come back without one. Phone is still over heating & the next available appointment that suits me with full time work isn't until Friday, so am I supposed to be phone less? What an absolute waste of money, should've never switched from Apple! At least there customer service has 100% of the time been fantastic, whether as a walk in or booking.

I had a really obscure error pop up on my S21 that meant I couldn't unlock or load anything on my phone. I called the call centre for help and they trouble-shooted with them for a little before telling me I had to send my phone off for repairs (at a cost). I was beside myself, this close to Christmas with everything tied to my phone (and without it couldnt go anywhere as I couldnt get into my vaccine passport!). I decided to pop down to my local Samsung at FG to see if I could get some help face to face and was served by Mukesh. I have to say, he was polite, to the point and knew what he was talking about. With a bit of extra trouble shooting and a system reset, we were able to fix the problem and restore my phone to its former state. I am really pleased with the service I received by Mukesh today and I hope that he gets the recognition he deserves. You have a sensational employee in Mukesh and I will not hesitate to refer him to my friends and family. Thankyou so much for your help today!

Think twice before buying any Samsung product. I have a very bad experience after purchasing Galaxy Tab 8a nearly 2 years ago. The power used to cut off and it was sent for repair twice at Samsung Fountain Gate outlet under its warranty period. The problem was not fixed properly. I took it back third time for repair and it was returned to me after more than 2 months unrepaired. The reason given to me was unbelievable, I was told that a third party LCD screen was used during repair and it was also not glued properly. Very annoying and unprofessional. The question remains unanswered who repaired it and why Samsung service agent used third party spare parts during repair. I am taking my case to consumer affairs department and awaiting for my repair history for more than 4 months now. Struggling to find out about repair history and not getting any appropriate response from Samsung.

I had a wonderful time getting help at Samsung! I felt right at home thanks to the kind and friendly employees. I was particularly impressed with Erica's outstanding customer service because of the difficulties I had in communicating technical problems because of my neurodiversity. She listened to my queries and worries with patience and was inclusive. My Samsung device's problems were swiftly rectified because to Erica's amazing expertise and problem-solving abilities. Every member of the staff worked together to create a welcoming, homey atmosphere that made sure every client was happy. Erica is an invaluable member of the team due to her commitment and great abilities. I strongly advise contacting Erica at Samsung for exceptional service. Erica, I want to thank you and the Samsung team for making my visit wonderful. Woohoo

Do not recommend this place! I took my phone in with the black screen of death and was told it would take 3 to 5 days. After waiting 5 days I contacted samsung tech and was told my phone was returned to this place the next day. When arriving at this store to pick up my phone and asked why I wasn't contacted, they were on the defensive. It got ugly and I had the, I assume the manager, take over and try to deflect the situation. I discovered the original sales person did not put down the contact number for me to be contacted on. As I said it got ugly, as how can the sales team contact me on a number that wasn't put in the paper work! The assumed manager in our heated discussion, decided to reach into my handbag, to try to remove something! That is not professional and something you never do!!! So not happy and will never return

Dodgy buggers have ripped my mum off giving her a new screen that has a horrible pink screen burn. Being someone who isn't really in to technology, it wasn't till I was looking at her phone that I noticed it and explained it's not normal for her new screen to be doing this. The poor thing hasn't kept her receipt because she thought it was just something that happens, and it happened so long ago (the day it was returned to her) and is very VERY obvious they've replaced her screen with someone else's old screen. Taking advantage of someone who isn't tech savvy, or staff have accidentally grabbed her an old screen of someone else? This issue needs to be fixed. My poor mum has just been living with an entirely pink screen with what looks like Facebook app icons and shortcut apps.

Well not a happy camper have the Samsung Flip phone a $2500 phone took it back to Optus who I am with (they also said they have had a lot of faults with the hinge on the new flip phone) and they said it will be faster to take it directly to Samsung off I go to show them my phone the hinge and a round black dot in the top centre of the phone when you open it . So they send the phone away to get fixed and I get a call to be told sorry this won't be covered under warranty and will cost $960 to fix I was the only one left with Samsung in the family look like I will be switching to the iPhone family any issues we have had with the kids phones have been fixed I have always used Samsung phones and TV'S but this will be the last one under principle

Very poor service We were at Samsung store Fountain gate on Friday for issue with phone was told to wait 1 hour which we obliged. After an hour we we came again to the store and again we were advised that there is a delay and despite giving our phone contact we we not updated about the delay. We again arrived Saturday and was told exactly same thing so we made a booking for Sunday at 11.30am. Upon arrival we were told to wait for unlimited time which we declined as we told this is our third visit and we made an appointment. Staff finally gave up after insisting. It just took staff 15 minutes to get our details which we could have provided in our first visit. There are 6 staffs but very poor or inexperienced service

I was a loyal Samsung supporter until recently when I purchased a Z Flip (flop) that failed after 3 months, Samsung claimed their was internal cracking that was caused by me and they would not support any replacement or repair. Consequently I will never buy another Samsung product ever!! I was so upset with there poor customer service I have discarded all Samsung products in the house. Samsung Fountain Gate we’re also particularly poor in customer service, the rep said I am in agreement with you that there is a Samsung fault but unfortunately I’ve been told to tell you that the x flip has failed due to an internal crack caused by you. Buyer beware!!!!!!

purchased two brand new phone one s10+ and a s10 recently I wanted samsung care added on to the purchase, on advice from the staff its no longer available, try a racv product instead. so i purchased the handset. i had a odd feeling that i was being lied to so I spoke to an online rep who advise samsung care is available if the handsets are purchased online. So i lodged a complained to samsung, after 3 weeks of waiting i get told that there is zero samsung will do as their staff advised me instore that it was online only. Blatantly lying to get sales, misinforming customers and a terrible after sales service is something you can expect from this store.

Very disappointing service understanding. Took my tablet there to have a new battery put in. Got it back and they deleted all my contacts, music, videos and pictures plus many apps. Rang the service to find out why and could not explain. Ask to speak to the manager and was told it would be followed up. Surprise its now 3 weeks later still no manager has called, in fact no one has got back to me. This is just another example of careless workmanship, no respect for customers and incredible lack of responsibility to their work. $150 down the drain, Shame on you Samsung and your managers.

Very poor customer service from the big guy with a beard, didn't catch his name cause he was just too frustrating. My phone is only 3 months old and I've had issues with it for last 3 weeks or so, not charging properly, losing network every now and then and freezing quite a bit, so having to restart the phone every now and then.. he says all he can do is sent the phone away for 2 to 4 days without providing a replacement phone. So I'm supposed to stay without a phone for that time after I spend $1600 on a brand new phone you'd expect would work fine. Never Samsung again! Hello APPLE!

I could have given 5 stars but because of the poor tiny office location in very busy open area and under very loud speakers could hardly have a normal conversation. But apart from this internet appointment was super - easy to setup. Staff very helpful and knowledgeable special thanks to Darren who spent a great amount of time to make sure I've got right product and it has been set-up and working perfectly. Mind you I'm pretty older type but with good service and right approach there was all smooth sailing there. Thanks Darren for providing me with another great Samsung product.

Terrible customer service. Got the run around by one of the staff. Lazy incompetent staff member. I went in Thursday night to see what the next step could be done about my faulty 2 month old phone. There were 5 staff just standing around socializing. The staff told me that they couldn't do walk ins but to come back the next day by 4pm as a walk in and my phone will be looked at. Got to the store at 230pm and got told no sorry can you come back at 530pm. TERRIBLE SERVICE!!! I don't have time to drive back and fourth. should have honoured the time or simply booked me in at 4pm.

I had very bad experience with Samsung as I bough galaxy Z FOLD 4 , it was faulty and tried to get fix 2 times and the phone still in warranty, right now second time fix but 4 weeks already , they don’t even know where my phone was and what is going on with it . I been waiting and waiting , no one actually working on my case as I tried to call Samsung one a week but no answer , I bought the phone full price at JB HiFi , Samsung is really hopeless , the worst service I ever had , first time changed from iPhone to Samsung , ver y disappointing with samsung

Went to the Samsung Hub in Fountain Gate Westfield Shopping centre to get a Screen protector and was impressed by the Above and Beyond Service of Ema and Jasper . She advised the to get the Genuine Screen protector instead of an after market when and explained why . Once I took my decision taken I came back and Jasper offered to install it for me , which he did very professionally even better than those who sells those Screen protector products. Thank you heaps Ema and Jasper . I strongly Recommend their Service... cheers guys

Extremely poor customer service when it comes to having to repair a phone. How is it that it is mandatory to have the back glass around the camera replaced otherwise you will not fix the screen. Was told the $475 was the maximum charge. You then call me and say I owe an extra $160 as that had to be replaced. I am glad this is not my phone and this is my brothers phone however it is still disgusting Customer Service taking advantage of someone on the autism spectrum. I’m glad I have an iPhone and now I need to convince him to get one too

: A warning to anyone that travels Internationaly and needs to buy a phone; especially a Samsung as it may not work in your country or be repaired by Samsung under warranty. If you need to purchase a phone while overseas buy an Apple as their warranty is international through Apple Care. Unfortunately I won't be recommending Samsung products to anyone

I want to give zero stars for this place. Very very bad customer service. I had an appointment to go there via contact centre. After going there they were telling me no appointment , even after receiving confirmation email. They don't want give any service, only want rush to next customer to sell another samsung mobile. I'm samsung customer for 20 years. Most horrible experience. Most rude , toxic staff. BE Aware if you go there no one will help you. Staff only get paid to chat among themselves and do nothing.

As most people have said before I find it bizarre that when you go in to fix a problem you get told you have to make an appointment for another day, despite the fact all they had to do was send away my faulty product and they have plenty of team members there to assist at the time but are too lazy to produce great customer service. Also unable to contact the store directly. Poor form. Not to mention you get a copy and paste response from customer service/ social media team with absolutely no follow up.

Pretty damn dreadful customer service. Waited for half an hour, just to find out that they couldn't see me so booked a meeting in for another day. There were 3 members of staff 'working' while I was waiting, One was wasting time, and barely helping the customer they were with, and the other 2 were just standing there ignoring customers and looking as if death couldn't come fast enough. It would have been more fun to hang out at a morgue, and it probably would have been more helpful too.

Vince is the best in this store. I had to change the screen of my phone because it was cracked. I was amazed to see how good Vince was. He helped me moving all my data to my all phone, it took quite a long time and in between he was helping different customers as well. Well done Vince you really deserve a bonus for your good customer service skills. I was looking at his service with different customers and he was really helpful with everyone Thank you very much for your help again.

They are trying to be like apple store but with the apple store you are in and out in a matter few minutes with your problem resolved with these guys you go in at 9 am and get out of there at about lunchtime which is very unprofessional in point of view. They will basically tell you if your batter is running low they will need to restore my phone and basically crashed the phone and final decided to give me a new phone. Which is why I avoid Samsung phones and products!

Phone is good happy with that. But not really happy with one thing. To pre order it was advertised that you get wireless buds( in February) which I was excited about. Got the phone but not the buds. Was told you claim online which I did for a week with proof of purchase (which the staff themselves printed) yet did not get through went back 3 times and still nothing . So quite disappointed. Don't think I'm gonna be signing up to these things again tbh. Sorry

My wife and I received the most extraordinary service from Emma buying and setting up our new s22+ phones This girls was so incredibly fun, happy and knowledgeable that we simply watched nearly three hours fly by talking, laughing and learning so much from her because our old phones were so full of stuff! Outstanding customer service experience. Samsung lock this gun away she is gold for your business! Thank you so much Emma. We love our phones!

I seemed to have had a run of poor service from Samsung online and this kiosk. Samsung online told me to visit the kiosk as they do trade ins on watches. Went to the kiosk and they had no idea, so they just said they don't. Anyway wanted a new watch, spent an hour discussing the 3 watches only to be told when we had decided that they had no stock of any watches. Complete waste of my time. Went to Apple, 20 minutes had a new mobile and watch....

Staff don’t really seem to have an interest in assisting customers. I’ve spoken to 3 different staff at different times and they hardly seem to say anything - not something expected if you want to sell products. The vibe of the kiosk/shop overall is boring and lacks appeal compared to other phone stores in FG. However I was there so my phone could been sent off for repairs. Only took 2 business days which was fast. So they gained stars there.

Phoned the store and placed on hold. 8 minutes later told via automated message they are too busy to take my call. Why not inform callers you are too busy straight away and not make them wait listening to the worse hold music ever created? Also I am shocked that you have to book an appointment to see staff! best part of a weeks wait. Samsung, more investment in customer care and relations needed, after all we all know you can well afford it.

The worst experience ever. Bought a lemon of a phone A22 DO NOT BUY!!!! SMS and MMS wont send and receive, then mic stopped working then wont charge. ABSOLUTE LEMON. Samsung are not helpfull. They want me to send into service centre and wait for assesment. am remote so cant find a cheap handset to use in interim in local area. Just poor customer service. This handset only 5 months old. The previous A31 failed in a similar manner.

Worst experiance - when they sell it was all good until you have a problem with the phone. No support at all. The Samsung Zflip 3 screen went blank. Sent to service and returned with two cracks on the screen. They gave me a second hand phone and said warranty will expire in two more months as the original brand new phone was purchased. They will get away with any issue. I have always bought Samsung but I will switch to Apple.

I went to Samsung fountain gate Monday queens birthday ,my very old Samsung mobile would not down load the Service vic app. Awesome service from Vince and team they spent over 1 hour looking after my needs now phone works perfectly.I have been a dry cleaner for 38 years and have serviced the public all of that time and have never seen better customer service than Vince and team gave to me. Thank You. David Alexander

My Samsung S20 Ultra 5G phone stopped charging. Gave the phone to the kiosk to be repaired. Was told the USB-C charging port was broken, and was told it not a warranty item so will cost $280. I use Samsung wall chargers, and Samsung charging cables. How is the charging port not a warranty item? If it breaks your phone is a brick. I would give Samsung 0/5 if I could. I will be going back to using Apple products.

I wish I could select '0' stars - for pathetic customer service. Rather than post an epic rant to Google Reviews, I've raised a formal complaint with Samsung Australia. Looks like it's all been said before. Samsung - you have two problems here: the first with piss poor customer service at this store (to be fair it may be certain individuals, not all staff), and the second with your device repair process.

Took my phone to fix and they called me the next day from a radom repair centre asking for my pin. They didn't want to provide any security that data won't be taken or red from the phone. Ridiculous! No signs for privacy. Such an expensive service and they can't fix a screen without having to access the phone. No way to back up it either. Makes you think whther samsung is a technology company.

I have received only ever extremely wonderful seevice from this store. Zoe and Darren are fantastic to deal with and a couple of the other guys whom I don't remember their names! Sorry guys! Well done to all of you working so hard for customers especially when I have seen you all under pressure. I cannot thank you enough for your help and support with my Samsung products. All the best, Sarah

Customer focussed. Friendly. Knowledgeable. If you want to get the most out of your samsung devices and want a smart way to move stuff from your old debice to the new, this team is your ticket to smart device paradise. Look for Jasper, Josh, Nuwan, or Noopor. They'll tell you what you need to know. Samsung is very lucky to have these guys. And right here in SE Melbourne. Awesome.

Very helpful staff and all questions answered. It is in the middle of a walkway, and staff have no privacy or opportunity for a quiet break to themselves, or to sit down. It's like a market stall and I don't thing it's fair on the employees, especially considering they are an invaluable and knowledgeable service to those with Samsung products. We are better than this Australia.

My tv screen has broken ,we don’t even know what has happened.we were trying to contact them ,after several weeks they contacted us. They asked us to send some pictures,after they saw the pictures ,they have already decided what has happened, didn’t send a mechanic until now. Very poor service.Never go for Samsung again.!!we never forget this horrible experience with Samsung.

Got told from girl in Samsung fgate that I could get a s10 for 699.00 about 10 mins ago went to buy one and the big bloke said I couldn’t have it. So furious as in 10 minutes they have reneged on the price. This all happened this morning. DO NOT BUY FROM THEM! Saturday 21st March. They were giving it to me at this price as I have an older version. Very very dissapointing

Gavin was so helpful with his expertise on product knowledge and great at building rapport with his customers. Executed a seamless repair job and recommended me some great products to try. Have been coming here for all my Samsung needs for the past 5 years and never once had any issues before. Highly recommend all the staff here for any Samsung issues.

I will never buy a Samsung product again. I bought a z flip series 1 after 6 months the screen cracked in the fold Samsung repaired it under warranty another 8 months later it cracked again Samsung want 700 $ to repair it saying its my fault. So I go back to iPhone. 14 month old z flip 2200 $ and it's stuffed so Samsung can stick it. Never again

My experience with Simon & his crew was fantastic! I bought a new S21 Ultra and felt a little hesitant changing from Apple but the crew really streamlined the process by converting all my information from my old iphone to the S21 Ultra. I was up running straight away with minimum downtime, app and contacts. Very grateful for their service.

Absolutely pathetic custimer service. The kid/usher at the entry was more forcused on looking over my shoulder & around the centre rather than listening to my concerns with my phone. When he finally did hear me his responses were what I'd already looked up on Google. Don't waste a trip or your time going to this place. No help whatsoever!

Very Poor customer service. Went in to buy a pair of Galaxy ear buds but it felt like they do not even want to sell it to me. The sales guy did not even check the stock and just walk away. Don’t waste your time and money on these clowns. There are lots of other shops who provide much better customer service and prices at Fountain Gate.

Attended this store last night after being referred by Telstra who couldn't fix my issues. Was served by Dorron. Spent over an hour with me. His professionalism and patience with me and my phone was outstanding. BUT MORE IMPORTANTLY HE SOLVED MY LONG TERM ISSUES, that telstra couldn't. Very much appreciated. Lovely person to deal with

No warranty support. My phone screen didn't turn on after connecting to the charger. I took it to the store and explained the issue. The sales assistant didn't communicate the issue to the service center as I explained and the service center refused to fix it under warranty. So, think twice before you purchase from this store.

Terrible customer service from Simon. My wife's phone is under warranty and he offered a downgraded phone for $300. What is a warranty for? A 3 year old could diagnose it's not charging but Simon could not. Absolute disgrace and will be going to ombudsman. This is the S their flagship phone, will never buy Samsung again!

I visited the Samsung booth yesterday, and was extremely pleased with the service I received. Simon was professional, personable and knowledgeable. As an older person, he was very helpful and downloaded all my data from my old phone to my new one quickly and efficiently. I was very impressed with him. Christine Hope

I have an appointment in 20 mins have rescheduled via web site can not call as once again they don't have the phone on . Went in yesterday they had no customers and 3 people working and still had to make an appointment for the next day . So happy I choose to go with Apple but still want my phone fixed to sell .

Very helpful and nice staff. Much better than those in Chadstone who just threw us our click and collect parcel without saying anything. Here, the staff helped us unwrap the parcel and put the phone into a proper bag. Also, the staff asked us if we needed help with transferring data from the old phone.

Give the place no stars. Staff very unhelpful. I took my Samsung Galaxy S8 there on recommendation of Vodafone as I have a screen burn issue. Unit only 6 months old. Was abruptly told its my problem not covered by warranty. Last Samsung I will buy. Think iphone is way to go. DO NOT shop at this store.

Telstra Dandenong referred us to go to Samsung Fountain Gate with a problem with our new Samsung phone, a very polite patient and helpful young man "Nuwan" gets top marks, he was outstanding, especially patient with us seniors. Well Done NUWAN We are very happy customers , problem fixed..... :)

The team were great and friendly. They helped me set up my temp phone as my one was being repaired. Yes it was a bit weird that i had to come back with appointment to hand in my phone to be repaired but as thats the companies policy it doesnt reflect badly on the team at the store. Thanks guys.

A big thank you to Jasper. My S9 finally died. Jasper took the time to go through different products with me. Had excellent product knowledge, was very friendly and helpful. Also took the time to help me set everything up. Very happy with my new phone. Thanks so much Jasper!

Many thanks to Damon, who transferred the data from my old Samsung phone to my new Samsung. Damon went above and beyond by ensuring everything was 100%. Damon knows his stuff and answers all questions so that you can understand it all. Ready to rock'n'roll.

I've visited a couple of times recently and been helped by staff straight away. I took my broken phone in to be sent off for repair and it was returned in under 1 week. The store looks clean, modern and classy, I think it deserves better reviews.

Just finished trading in a new device and upgrading. Fatima was the customer care rep who assisted. She was extremely knowledgeable and explained everything in detail. She even did an amazing job fitting a screen protector. Thanks Fatima!

Thanks to the team at Samsung FG who were patient and persistent in unlocking my phone. There were a few complications with the device but I felt I was in great hands and we got the result. Hats off to the team and their great service!

My Fold 4 hinge was not working properly (phone wasn't opening fully) Took it to samsung fountaingate and got it repaired in 3 days, even it being Christmas time where everyone is busy. Helpful staff and fast service. Good job guys.

Vincent was da Man. Very accommadating of Me the customer. He was clear when answering all of my questions and checked often with me for understanding. A cool dude, he made a positive experience in making my buying decision. Thanks!

5* customer service. Freaking outstanding! Josh was amazing! He had knowledge to share, spoke to me in such a manner that I felt heard and respected and I left there feeling wowed!! Huge thumbs up for Josh and his team!

Phone number is hopeless international support with unhelpul menus. Have to make an appointment 3 days in advance to drop off a faulty phone. They must have many bad phones if it takes 3 days for a mere drop off.

I never ever complain to any business before but this time I strongly recommend that you have to prove your customer service. Training the skills for staff to be professional about service and your products.

Had an appointment for 9 am but was early. Vinny was very helpful and look after us straight away. I was impressed with vinnys customer service. The whole experience was easy and not stressful. Thanks guys

These guys are legends, there is nothing they don't know about these devices and I love my Samsung devices. Thank guys for being so knowledgeable and see you soon for my new phone …

They were really helpful both times I've had to go, once for repair and once for sale. Turns out my phone was fine with the repair. As for the sale? They were knowledgeable and helpful.

I had charging problems thought it was broken port.. Nope samsung guys two young lads even the new worker was helpful. They cleaned my port happy to say that my phone is back working.

really Bad service as compare to apple staff don't have much knowledge for products problems franchise owner saving money for hiring non IT experience staff well done mate

I came in today with my mother-in-law who unfortunately has MND and is unable to talk. Josh was an amazing with her, and made her feel so comfortable. Thank you Josh.

My phone screen was not working, made an appointment online, dropped it off on tuesday and it was ready for pick up the next day. Great service from Josh and Samsung.

Worst customer experience I was told that they cannot repair my watch under warranty without the box. I have not seen that mentioned in anywhere else. Rude staff !!

I am very disappointed in my experience here. Sales staff were not interested and would have gained a big sale. However, not for them! I will buy it online.

I enjoyed the first class service at Samsung hub in Fountain Gate, and would recommend anyone looking for better service next to none to go there.

They were very polite and courteous and answered every questioning that I asked go there for too get you mobile repair very cheap …

Seem to come to view the latest gadgets and going home with something new. Either a phone, tablet , watch or ear buds. The guys are polite

Had an issue with my phone and after explaining it to the rep it's all fixed now. This is a great place to take your samsung phone

I had a problem with my watch not talking to my phone, the lady was very helpful and fixed my problem.

Only a sales counter, not a repair shop. They will send your phone away for service. Expect 1 week.

Amazing customer service. Extremely friendly. Profound knowledge with products.All are a experts.

Excellent staff who are very helpful and can usually solve your problems no matter what they are

The person who served us was very helpful, and we didn't have to wait long.

No one answered my call and my call got cut off. Very disappointing.

Were not able to help. Tried fobbing us off to our vendor.

Mostly helpful except 1 problem had them baffled.

Nice staff. Had the phone case I was after.