Lane Tan
An incident occurred at the Jurong Point Samsung concept/experience store. I was in the store on December 24th to purchase a Christmas gift for my son. When attended by sales staff Yoko, she mentioned a new policy from Samsung: all products need to be registered and their warranty activated. However, sales staff Yoko performed a software check instead of registering the product's warranty. It's important to note that Samsung warranty registration must use a Samsung ID to register via the Samsung warranty webpage. Do not be fooled by sales staff claiming that a software update registers the warranty. Yoko then approached another sales promoter, Victor, who came over with an agitated attitude. When we asked how to check if the product was registered under warranty, he turned aggressive and said that if we didn't do the software update, anything that happened was not his business. When I pursued an explanation, a heated conversation ensued, and Victor even took off his mask and wanted to engage in a fight. When I told him all footage was captured on their CCTV, he backed down and went behind the counter where another customer was standing, completing their purchase. The heated conversation continued with shouting and finger-pointing over the counter until the customer at the counter said he was not comfortable being caught in the middle of the heated conversation, which I agreed was unfair for the customer. Victor could have just moved to one side of the store to settle the inquiry, but he chose not to and continued to stand at the counter. I purchased the item, and the inability to query about the warranty was totally ridiculous, yet I had to engage with unprofessional service. I knew clearly it was untrue that product registration for warranty is done by a Samsung update. Another staff member, Yumi, stepped in to understand the whole situation and claimed it was a miscommunication. However, if they had a miscommunication, it was their internal issue and should not be placed on the customer (me). Victor and Yoko were very unprofessional to claim there was a miscommunication about the warranty registration and wanted to shake hands to apologize for their mistake. This was after I threatened to call the police, as I felt threatened and deceived by their actions and statements. When I asked for the person in charge of the store, I was quite shocked that there was no person in charge or manager on duty, and therefore, as the customer, I could not escalate the issue to the next level to explain what I faced. We asked for a refund and decided not to purchase the item. Victor kept quiet, and with Yumi's involvement, he then lowered his pride and started to cool down, listening to the question that we asked, which pertained to warranty and not software update issues. To anyone who has purchased devices from this store, you do not need to suffer in silence; you can ask for a refund as you are protected by lemon law. At Jurong Point, you can purchase the same or similar products from Challenger, Courts, Harvey Norman, or if you can renew a contract, you can purchase from Starhub, Singtel, or M1 shops; they are all on the same level of the mall. Alternatively, you can also purchase the product you want via the Samsung website or any online store like Lazada, Shopee, or other internet stores. You paid for the products, so you have the right to control your purchase. Also, take note that product registration is via their shop Wi-Fi, which means you are taking your own risk for registering any services via their network, as there is no assurance of any spyware, malware, or ransomware in their network. The whole incident spoiled our day as it was a gift for my son, and the poor boy witnessed the whole unpleasant incident. Kindly beware of salespersons Yoko and Victor, as both showed unprofessionalism and no patience towards customer service. Even though some customers have reviewed Yoko positively, it is very subjective to each individual customer's experience. The store is located at Jurong Point, and it is run by G-Force Network Pte Ltd. It is a concept store and not a Samsung boutique.