*On April 14, the verge published a report on how Samsung experts were promoted by Samsung and human resources company ibbu to do some customer support for free *. Although more than a dozen experts were interviewed in the report, only Jennifer Larsen was willing to disclose her name in the report.
The day after the report was published, Larson received an email saying she was suspended and would be updated in a week. More than four weeks later, she was fired by Samsung. Human resources company ibbu said in the letter that after reviewing Larsen's activities on the platform, ibbu had determined that it had reason to terminate Larsen's work on the platform. Larsen's use of the ibbu platform for personal communication violated ibbu's policy, which also led to complaints from other community members. In addition, disclosing confidential information about the ibbu platform on social media and encouraging visitors to directly view the links or contents of third parties in chat is a major violation of policies and agreements and constitutes a reason for terminating the agreement.
But Larsen is not the only employee fired by Samsung. Two other experts said they were terminated after speaking to the verge. Another expert was also fired. Before they were fired, these experts' job was to sell Samsung mobile phones. In theory, the work includes logging into the ibbu system when they want to do it and answering questions from people who click the "chat with experts" button on Samsung's website.
Testimonies and evidence provided by some people who have now been dismissed show that the system did not operate as expected. Experts often find themselves dealing with support questions from people who have problems with their phones or orders, rather than letting customers try to decide whether to choose S22 plus or ultra. To make matters worse, experts only get commissions, which means they are unlikely to get a penny for answering support chats. Nevertheless, despite their contract, they should not answer support questions. A Samsung employee believes that answering the support hotline is a way to improve customer satisfaction.