I had some problems with a Samsung product(that's for another story) which I gave to repair. I've got a call from a private number(twice within few minutes' timeframes) and while I was in a meeting and missed it. I got an SMS to connect with Samsung customer care 1300 362 603 with a reference number.
Gave a ring to the above number and IVR read out the available options. I press 1 to continue. But it IVR response "You have to choose an option to proceed" and started reading out the available options again. Never able to get past the first screen. After a few tries, it disconnects automatically without any message.
Finally, I connected with chat support and explained my issue, and requested a callback. They said the time frame will be anywhere between 24-48 hrs and they try to call at the time I request for, but not always guaranteed.
Samsung has given 1300 362 603 as their only number to contact customer support, and it won't allow me to connect.
Anyone else has this issue? or I'm the only one doing it wrong?
Update: Contacted chat support for an hour-long conversation and I asked how to save the current chat transcripts, the rep confirmed that I get a download button while ending the chat window. But sadly it didn't work that way. I didn't get any ways to save the chat transcript to my email id. Just a feedback option to help them to better serve
Turns out that there is a setting in the Samsung phone app. From the menu in the top right hand corner, select Settings > Ringtones and keypad tones > Dialing keypad tone. If that is disabled, enable it and retry the IVR. Not sure if that is the same problem you have but having the IVR ignore me while I was furiously mashing the keypad was infuriating.