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April 14, 2022 07:25 pm

Samsung Sales Reps Say the System Makes Them Work for Free

Independent contractors are pushed to handle customer service without compensation. From an investigation: When Samsung announced its new Galaxy S22, the biggest Android smartphone launch of the year, Jennifer Larson was ready to finally make some money. On February 9th, she logged into the Ibbu app, where she sells phones to waiting customers at Samsung.com via online chats. Typically, the yearly Galaxy Unpacked showcase is a huge sales event for Samsung and a potentially big payday for her. "They built it up like it was Christmas, I got all pumped up," Larson says. But on this product release day, Samsung's website was experiencing widespread glitches; customers couldn't complete orders, and some were getting blank screens. If they could connect to the chats at all, customers were frustrated. Larson gave up after about two hours and called it a day. And really, why would she stay? She thought Unpacked would be a break from the increasingly grim reality of her job, which has been to field a growing number of completely unpaid customer service calls. Instead, it was more of the same -- hours of customer complaints she wasn't going to get paid for handling. Samsung's experts are commission-only, with no hourly rate. So if they don't sell anything, they don't get paid. Originally, the money was good, but a once-promising work-from-home job has deteriorated into a confusing mess of misdirected customers and inconsistent directions from superiors, Larson and her co-workers say. Meanwhile, Samsung customers looking for support may not be aware that they've been routed to someone whose only financial incentive is to sell them a new product. Larson and her colleagues are portrayed as subject matter experts there to help customers -- think Apple's Genius Bar -- but the expert's goal is really to close sales. Even if they want to help, they aren't trained in customer support.

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