A Samsung.com ‘expert’ has been fired after speaking up about working for free

A Samsung.com ‘expert’ has been fired after speaking up about working for free

May 13, 2022 0 By Mitchell Clark

She had been contracted to sell phones on Samsung.com. | Illustration by Alex Castro / The Verge

On April 14th, The Verge published a story about how Samsung’s “Experts,” who answer customer chats at Samsung.com, were being pushed by both Samsung and staffing agency Ibbu to do some customer support for free. While we spoke to a dozen experts during our reporting, only one was willing to be named in the story: Jennifer Larson.

The day after our story was published, Larson received an email saying that she was being temporarily suspended and that she’d get an update in a week. Over four weeks later, Ibbu told her she’d been fired.

The email to Larson read, in part:

After reviewing your activity on the platform, Ibbu has determined that grounds exist to terminate you from the platform. While we value and encourage any feedback from…

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