The day after the report was published, Larson received an email saying she was temporarily suspended with an update in a week. More than four weeks later, she wasSamsungfired. Human resources firm Ibbu said in the letter that after reviewing Larson’s activities on the platform, Ibbu had determined that there were grounds for terminating Larson’s work on the platform. Larsen’s use of the Ibbu platform for personal communication violated Ibbu’s policies and, in this case, also led to complaints from other community members. In addition, disclosing confidential information about the Ibbu platform on social media and encouraging visitors to view links or content of third parties directly in the chat is a material violation of policies and agreements and constitutes grounds for termination of the agreement.
But Larsen isn’t the only employee fired by Samsung, with two other experts saying they were terminated from Samsung Mobile’s “mission” after speaking to The Verge. Another expert was also fired. Before they were fired, these experts were selling Samsungcell phone. In theory, the job involves logging into Ibbu’s system when they want to, answering questions from people who have clicked the “chat with an expert” button on Samsung’s website.
Testimonies and evidence from some of those now fired show that the system was not working as intended. Instead of having customers trying to decide whether to choose the S22 Plus or the Ultra, experts often find themselves dealing with support questions from people who have issues with their phones or orders. To make matters worse, the experts only get a commission, which means they’re extremely unlikely to get a penny for answering a support chat. Still, despite their contract saying they shouldn’t answer support questions. Answering the support line is one way to improve customer satisfaction, according to a Samsung employee.
