Samsung
reviews and complaints

Although a company as colossal as samsung may not “feel the pinch” if they lose me as a customer, I do like to think that in my own little world that I do have an impact. Truth be told, it actually might be an impact when you consider what i’ve done.

Since acquiring my hlt-5075s tv from best buy two years ago (A fiasco in and of itself), i’ve had an ongoing issue with the tv. At first, I was surprised to see that the unit itself would not tune digital channels if it was turned on after being left on a digital channel. To remedy the problem, you had to turn the tv off on an analog channel, then switch back to a digital channel after nearly 1 minute of “warm up” once the tv was on. Getting this resolved was a big boon, but the problem persisted when turning the tv on when left off on component or hdmi inputs even after 3 visits from the repair tech, steve. This wasn’t a big deal to me and it seemed to happen intermittently. I went along for a few months waiting for it to bug me before calling samsung back. This, apparently, was a mistake.

You see, when I got my media center pc hooked up via hdmi, the problem occurred more frequently when our tv tuner was in use and I wanted to switch to the tv’s internal tuner so we could record shows and watch one at the same time. It isn’t an unreasonable request – after all, the tv was sold with a clearqam/atsc digital tuner. Upon calling samsung back for a repair, they sent their local repair affiliate out again. Steve showed up, motherboard in hand with the exact same firmware as the current board. Surprise surprise, the problem still occurs. This was, however, a few days before my warranty was set to expire.

I called steve and he escalated it to samsung. Sometime in april, I received a call from someone who said they were a samsung engineer and need more information to resolve the problem. I described the problem and was very hopeful for a fix. After nearly a month and a half, I called back and explained the situation to the samsung tech. She was very surprised that this issue occurred for so long and rather than send out another technician she was going to have it escalated to “executive customer service” so my tv would be exchanged. I was very pleased to hear this. Little did I know, ecr would become a pain in my life for the next 5 months.

The first call to ecr seemed to go well – I spoke with an agent, they concurred, and said they’d set up an exchange for a tv of equal size (50”) for no cost. They said it would take a few days for it to process then someone would contact me. A few weeks passed then I called back, and they said they didn’t know what happened and that apparently they went to a new system and it might have gotten hitched up like that so they resubmitted it. Minor hitch, I guess. I’d receive a call back in 14 business days or less.

14 business days came and went and I called back again, now frustrated that i’m not even getting called back and each time I call I need to re-explain the situation. The total time per call is between 20-30 minutes including hold time while they set up the various case numbers. Again, a few more calls went by. Mid-september I was told that I had been authorized for an exchange for an ln46b550, a 2009 model 46” lcd for an “out of warranty” exchange of about $500. I told the person that this was unacceptable due to what the previous person had explained. Not only was this tv smaller, it was $500 and it was an lcd with much higher power draw than my current tv so it would cost a lot more to run. The person became frustrated with me and I had to get back to work so I said i’d wait for the exchange people to contact me. Spoiler alert: they never did.

On october 7th, 2009 I called back and spoke with “liz”. Pretty early on in the conversation I asked for a supervisor after explaining that I wasn’t receiving callbacks and was becoming very annoyed. I was on hold for 11 minutes while liz tried to “track down a supervisor” before she came back and said she spoke with one (Really?) and that she’d set up a “case review” so someone could look at my case. After it was completed, someone would contact me.

On november 16th, 2009 I called back to inquire about the status of the case review. I was told by “craig” that the case review was completed on october 7th and that the original case manager was overruled by exchange department because my tv was out of warranty. I tried explaining to him that my warranty was in fact valid, then he proceeded to say that they had extended it. The warranty wasn’t extended for a repair, ever. When I purchased the tv, I was told to go online to register the tv for a “free 3 month warranty extension” that apparently screwed me for this repair. I got a bit heated with “craig” for which I apologized, when I was attempting to explain that the original problem was never fixed and he said he couldn’t extend the warranty a second time when I suggested that instead of an exchange. Before hanging up, craig said that he would try – if i’d hold – to extend the warranty again. Craig said he’d get that set up for this “one last repair” and that he’d give me a call back within the next 15 minutes.

That was at 12:30. It is 1:51.

Samsung, know here and well that your outsourced customer support has cost you this customer. I called your reps from a samsung phone, staring at my samsung ht-db600 home heather system below my samsung hl67a750 tv in regard to my samsung hlt-5075s tv. I’m personally responsible for the sale of another hl61a750 and an ln46b550 to other friends and family. While it may not be much in the grand scheme of things, know that my crusade doesn’t end here and now with this blog post. My voice will be heard, and you’d better bet that as far as my reach extends, that voice will be saying “do not buy samsung, and here is why.”

I have samsung cdma sch-f679 it has problem of restarting without loading the OS.

I am writing you this letter regarding my Samsung Plasma Television 42” HPR-4252X/XAA that cost me $2200 in July of 2006. Recently, in July of 2009, vertical lines appeared on my screen so I called Samsung Customer Support and after being on hold for an hour they were able to give me a number of an authorized television technician. I contacted the Samsung authorized technician and requested they assess my TV, I was charged $100 for the visit. It turns out that the Main Panel has malfunctioned and replacement and labor would exceed $1600. This amount exceeds the cost of this television, its depreciated value and any other new 42” or larger television of a reputable make, basically with $1600 now in days you can get any TV you want.

Let me just mention that this television is only used 3-4 times a week and for a couple hours a night in a very clean environment. It has not been abused in any way, has been in the same place since the beginning and has not been around children. Once this problem started I have been attempting to get some help from your customer support which I found to be very unsupportive, inconsistent, rude, frustrating and kept directing me to different departments that would give me inconsistent answers and useless information. I felt frustrated and played with. After this poor customer service I decided to escalate the issue and make a claim to the executive department. They said I would be contacted in 1 to 3 days with a resolution. After more than a week, and no call from Samsung, I decided to take the initiative and contact once again Customer Service, I spent 2 hours on the phone explaining the problem and telling them what the technician told me. The Customer service agent was trying to be helpful by telling me that they may be able to extend the warranty or pay for the parts, but not the labor. Unfortunately I could not get any resolution as they were unable to find the part number and instructed me to call back with this information, then switched me over to another person which I had to once again explain my entire issue and was not of any help. I really don’t understand why Samsung can’t find the part numbers for their own products. I then called the technician, who would not give me the part number directly and told me that only Samsung can request part numbers. So, I had to call once again Customer Service to tell them to call the technician. What a waste of time! Another hour and 30 minutes of my life I can’t get back. After Samsung Customer Service finally knew the part number they told me that they can’t help me with warranty nor my claim, being inconsistent with the other Customer Service Representative. Really? After all this trouble I can’t get any type of resolution and inconsistent answers for everybody I speak to? I tell them that this is not what another agent told me and his only answer was and I quote “I am sorry but we can’t help you, if you want you can contact the President of Samsung to get a resolution, here is the address…in fact I recommend that you do”. What type of rude answer is that? Why do you have customer Service if they are going to “hot potato” it and throw it back to you…I am sure you have better things to do being the President. This IS why you have Customer Support…to help resolve customer problems and give excellent support. Which is not the case this time around. Your poor customer service attitude is pushing me to join the growing legion of unhappy Samsung customers for not doing anything to satisfy a frustrated client.

Let me just tell you that this has been a horrible experience. I am a Marketing Professor at a University (which I choose not to disclose), and in all my years of experience and teaching I have never seen such unsatisfactory customer service with no real support and a big waste of time. This may be the subject of my next customer service class; this is a typical case study to illustrate how large corporations can set themselves for failure. I am sure my students and their family will stay away from your brand. You are not supporting your products, rather disappointing your clients. The fact that I paid $2, 200 for a Samsung TV with a supposedly “top notch” quality product that goes bad after 3 years and the company does nothing to cure the damage is unacceptable. For that price I could have bought Sony, Sharp or any other reputable make. But no, I chose Samsung because I thought it was a quality product and a good investment. I have 2 other LCD televisions that cost me $1000+ each, 3 home theater systems $400+ each and a cell phone $150+….ALL SAMSUNG. I consider myself a loyal customer...and this is how I get treated? This is the loyalty you have with your customers? This is the type of customer support you want to have? I am a Professor and $2200 is a lot of money for me, especially in this economy and yet I still cannot believe that Samsung is not willing to at least have good customer support and help with the resolution of my problem.

I am writing you, not only because it was recommended by your unsatisfactory Customer Service, but because I hope that you understand my position and my loss and you’re willing to help with some type of resolution. You, out of all people, should know the value of your customers. I am truly upset with the outcome of this television. I believe that this is a defective TV and it should be either replaced or repaired. I am astonished at the fact that a $2200 product will give up after minimal use and short after 3 years. Should I stop choosing Samsung for electronics? Should I share this experience with all the people I know? I trust that you will help resolve my problem. After all, you should stand behind your product, reputation and expensive products…once believed to be of the very best quality.

Sincerely,

Raul A. Herrera
404.424.2787
[protected]@yahoo.com

Bought a 37” Samsung 5 series LCD TV on 23 Oct night with a HDMI DVD player for a total outlay of about Rs 50, 000. Called up the Samsung call centre at [protected] on Oct 24, saturday morning to get them to send an engineer for installation (wall mounting). Service docket no. [protected]. Was promised a service engineer would call and come down. Well a service engineer call on Oct 27. My wife works second half of the day and wanted service before 2 pm. The service engineer rudely said they could not give a time and he could land up at anytime! We only wanted the engineer to visit before 2 pm. Is that asking for too much? On Oct 29 another engineer called up. He was more civil. Again when my wife asked him to visit before 2 pm he said they could not accede to that since they left their offices after 12 noon everyday for customer visits! No contact after that –for a Rs 50, 000 product!

I was travelling at the time. I was ruing deciding Samsung over LG and Sony. On my return, I called the customer toll free number again on Nov 1, Sunday around 4 pm. I explained the situation and asked to speak to the manager to escalate. No escalation provided, but at least had the consolation of being told sorry and that the engineer should have visited at our convenience. Was promised service the same day or worst case by noon the next. But it turned out to be just a hollow promise.

There was no contact from the Samsung or service engineer side after that. I called up the toll free no. again (know it well by now) on Nov 2, Monday around 5.15 pm. I was fed up I asked for escalation to the manager or take the TV back. Again promised a callback in 30 mins from a superior to resolve the issue. No phone call. I called back at 6.00 pm and was flatly told by this customer associate that can’t have been promised a 30 min call back as their rule is two hours. The earlier person was new and promised me something he could not! Incredible! I got mad at him. Again I told him I just did not want the TV and could he either put me on to the manager to take the TV back. He then said the manager is not around, but he’ll put me onto the technical team who would sort this out. In any case he could not raise the tech team, so it was his turn to promise me a callback in 30 mins. I could not believe it. This person had told me another one could not give me a 30 min call back assurance and he himself was giving one to me. What should I believe? I could see that I could not get anything more.

30 mins later no call. Not surprising. After 45 mins I gave a call back around 6.30 pm. They again tried to raise the technical team, could not and said they are busy with another customer and would call me back in 90 mins. I gave up. Needless to day there was no call back.

So this is my story. Samsung LCD TV bought for 50K and despite numerous promises it is not installed for 10 days and counting. Call centre is pathetic as are the service engineers who called up. Reminder me of the bad old MTNL days 15 years ago when you had to stay at home for the engineer if the phone was dead. MTNL is far better now. Service within 24 hours many times. Not Samsung. The call centre staff really take the cake. One person contradicts the other. I’ve had 4 promises from them and every one of them broken. No escalation and hence no way for a more sensitive superior or a Samsung person to defuse the situation.

Four promises made by the Samsung service team, and all four broken. Moral of the story: Do not buy Samsung unless you don’t care about customer service. And if you do, do not go by any promise the Samsung call centre makes.

No wonder Samsung trails behind LG. Samsung products may be technically better, but LG’s products are cheaper and I’ve had fantastic customer service from them. My current 29” slim is an LG and I also have an LG DVD recorder. Once I just wrote a mail on Friday late night on their website and an engineer called and came at our convenience the next day and set it right.

I guess this is a choice Samsung has consciously made. I have been browsing the net and come across lots of customer service complaints on Samsung. An IT website had an article about Zutshi’s elevation to DMD and the first 4 e-mail responses on the site were complaints. Amazing given that the forum was not for consumers.

Caveat Emptor if it is Samsung. Never again buy one and try and wean everyone from doing so too. My last act being considered is taking the TV to Samsung HQ, inviting the press, and smashing it with a hammer. I can bear the loss and may even invest the time to do so.

I now ask only for Samsung to take back the TV and reimburse me my original cost. If pushed I will even take a discount and assume the balance was donated to Samsung with a hope they would invest it in customer service.

By the way, Samsung has a service centre in the next building to my residence.

Hi,

I bought this Samsung LCD in the month of July 2009. Its not been even 6 months that the Television has started giving problems. I had called the Samsung Service Center which never picks up a phone to register my complaint. Then I called this dealer "Rahul Electronics in Goregaon West, Mumbai" to contact Samsung Service Center to help me get my LCD repaired.
Well, service people did come, but they were unable to solve the problem.

Firstly, I am shocked to see a LCD going bad in less than 6 months and wonder if I should ever buy any Samsung products. Secondly.. I dont know wat to do about my television and can only think of exchanging with my dealer for a new one. But I still regret and wonder if the new replaced tv will give me the same problems.

regards,
Sheetal
Mobile: [protected]

I Subedar(Ex) Patit Paban Kumar purchased a Washing Machine Samsung 6.5Ltr Model 8501(Semi Auto) on 15 Oct 2009 from M/S Bhagat Electronics, Manimajra, Chandigarh(UT) vide their Bill No 2727 dt 15 Oct 2009. Butt inspite of repeated visits to them, telephonically requesting, through helpline (Tool free tele Nos)registered the complaint on 20 Oct 2009, after expiry of 08 days, neither no mechanic visited for installaion nor any response from SAMSUNG Company reps till to date. Really I fade up to see this type of negative attitude of M/S SAMSUNG Company. I am just going to Consumer Forum today because their team has already snapped the sealed washing machines, photocopies of Bill, Receipt of cashmemo, etc because special service is being given by Consumer Forum for Defence Personnel and their families such type of commodities problems. They also advised today you sent the e mail, and wat for 24 hrs, then suit your petition to Consumer Court. On visiting the shop owner Mr Vikram Bhagat told me on my face this is headache of Company, if no rep has come there is no fault of us we havo to do nothing. Its simply behave with me. How we belive further to SAMSUNG products or their such type of distributors who never keen to their customers. Please take an immediate action to install the machine and ask the shop owner for use such type of behaviour with their customer after sales of products. Thanks and waiting for your reply.

I bought a Samsung disk from your dealer about three years back with a warranty of 5 years.
The details of disk is: capacity-80 GB, and number is SP0802N, P/N 0821J1FXB09143

This is to inform you that this disk has developed defects, the details of defects are as follows:

1. The hard disk is not working, neither its reading nor writing, It happened all of a sudden and I could not get the backup too.
2. The plastic on its back mounting the cable connector is made from the material of a very low grade quality that it is cracked at corner by it self, although this defect is not responsible for its read and write defect.
warranty expires in Nov. 2009 as per warrenty check http://www.samsung.com/in/support/repair/servicePolicyHDD.do
Sending some photo

I had bought samsung B210 cellphone on 15.03.09 from M/S Hotspot
Retails Ltd, vide Invoice #[protected] dt. 15.03.09 (Customer I.D.-
[protected] ). Within two months the set became unuseable because
of some fault. On 01.08.09 Isubmitted the set along with photo copy of the bill to the authorised service center at Saharanpur (west U.P.), who forwarded the set to Delhi/ Noida center of the company. After so many persuations I got back my set on 09.10.09. On receiving the set I 'm shocked to see that the ORIGINAL BATTERY was changed with a used old battery. I immediately brought the matter to the notice of the Manager of Samsung's own authorised service center, but he showed his inability, saying that he received the same and returning the same, because battery number was not mentioned in the service center's receipt. Either the battery was changed at the first service center at saharanour or at the service center Dehi/ Noida the fact is that the battery has been changed at the authorised hands of Samsung people. I'm the sole sufferer of the cheating which is a blot on the prestigious MNC Samsung. Would you like to take a suitable action in the matter to redressal of my complaint.
shariq ahmad
c/o [protected]@rediffmail.com

Please reply to [protected]@bsnl.in
Date: 24.09.2009.

To
M/s. samsung india electronics ltd. ,
Customer care group,
7th & 8th floor, ifci tower,
61, nehru place,
New delhi-110 019

Ph: 011-[protected] fax: 011-[protected]/8819

Sub: complaint of a. c. machine not cooling fault.
model no. 18fkxtl s/n a231p2bq4005117

Dear sir,

we are very much reluctant to bring to your kind notice that the above machine was purchased from your authorised dealer m/s. kiran sales, maithon more, kumardhubi, dhanbad vide their challan / retail invoice dt.26.03.09.

the machine was installed in the office of our director mr. suresh agarwal on 26.03.09 and after running 3 months i. e. upto june, 2009 its stopped functioning, a. c. machine do not cool. immediately the problem was brought to the notice of m/s. kiran sales your authorized dealer and after getting the complaint they deputed their technicians thrice during last three months but they could not set the machine in operation.

we have been chasing regularly to m/s. kiran sales for proper repair of the machine but all of our efforts have gone in vain and the machine is lying idle for last three months. samsung is a reputed international company and we trusted in their product accordingly purchased the machine but it has not given service at all.

you are therefore requested to take positive action either for repair of the said machine for its proper function or replace the machine. we do hope you will take the pain to initiate proper step on our request immediately.

thanking you,

yours faithfully,
for valley refractories limited,(authorised signatory)Copy to: m/s. kiran sales, maithon more, kumardhubi, dhanbad

My samsung monitor's power supplied failed 12 days ago. It's still under warranty.
I called the support line and arranged to have a new monitor crossed shipped with a deposit on my credit card, which would be removed once I returned the defective product.
Before proceeding, they required that I fax the proof of purchase. I did this immediately.
To make a long story short: i've now faxed it 6 times. They apparently still haven't received it. The fax department is separate from the customer support centre, which means that the support centre wouldn't send the replacement monitor until the 'arrival' of the receipt.
After many, many phone calls, I finally managed to reach someone other than the front-end flunkies. He discovered that there was some sort of problem with the transfer system. I can only imagine how many global customers are angry with them but have said nothing.
I could have shipped the old monitor with the proof of purchase faster than their fax system.
I'm still awaiting the arrival of the replacement unit. I'll never purchase another samsung product again if it means that the warranty is useless due to inept customer support.

I recieved an sms informing me that I have won $200, 000.00 gbp in the 2009shell int'l mobile draw on the 2009 know how much true is this. Here is the copy of sms
You have won gbp 200, 000.00 in 2009 on going (02 telecoms) int'l mobile braws in uk. To claim contact: dr. Steve mark on email:mobile. [protected]@live, com

I'd like to file a complaint about the corporation SAMSUNG. We bought a PLASMA TV screen which are all the rage at the moment. Everyone seems to be buying them. We bought one, it broke within two months of us purchasing it. We also purchased a very expensive warranty. When we contacted SAMSUNG to ask them about repairing the TV which should be covered under warranty, they told us that cracks in the plasma are not covered under warranty! I was shocked to hear that the very technology that makes plasma TVs function, is not covered. The crack just appeared one day out of the blue and we only had it for two months. We suspect that the TV itself was defective from the start but Samsung refused to cover it. There are millions of complaints about Samsung on the internet. I think they are engaging in fraudulent business practices by selling warranties that are of no use to the customer.

The TV was purchased on Thnaksgiving 2008. It stopped working 37 day after it was delivered. I have been told by both Samsung and the repair center that the parts are not available . I have been told twice it would be replaced and twice the exchange was denied. I was told the name of the shipping company, the model of the TV, to get the old TV returned to my house only to be told 5 days later the exchange was denied. I was old the claim was denied because their customer service department did not fill the claim form out correctly.

The company still does not have the parts to repair my TV. They will not exchange the TV. They are not upholding their manufacturer's warranty. Is incompetence or fraud?

To whom it may concern

Sir, my self dinesh kumar sharma, r/o a & ndash; 766. First floor. Shastri nagar. Delhi & ndash; 110052. This letter is regarding your unexpected and unmanaged working system and for harrasement of customers. I gave my samsung mobile phone model : sgh & ndash; x660, sl no. R5tyb85270p, imei no. [protected] at your service centre on 22nd september 2008, work order no. Wa54860653538 at & ldquo;electro serve centre” b & ndash; 26. Moti nagar. Delhi & ndash; 110015. I was not able to hear the incoming and out going calls from my mobile. I spent approx two hours there and the guy named sahil, who inspected my mobile phone, told me we will call you later as we need to check it and we will change the speaker. On second or third day I got a call and they told me it will cost approx rs. 348.00 or rs. 368.00. I accepted that and told them to make it done. Then after few days I got a call from them the caller was mr. Naresh and told me to collect my mobile phone as they told me it is ok now and working. I went there and met mr. Naresh and he made invoice and told me to pay the amount and he handed over my mobile phone to me. I told him to let me check it and force me to pay but I checked the mobile phone with my sim card in this and it was same as I had given to them, then he gave me another sim card and checked with that and that was not working. I had some little arguments with him and he gave me surety to make it perfect next time. Then approx after a week I got a call again to receive my mobile phone and when I was there again then the mobile phone was in same condition while they told me it is working perfectly. From that day I ranged several times but there was no response and they told me we will inform you and I never got the phone.In the month of march or april 2009 I got some calls from them about my mobile phone but when I told them all previous drama then they gave me surety to call back me after the satisfaction by senior people but I never got any call back. I received a letter of warning on 14th may 2009, that letter addressed to me from the above said service center, & ldquo;electro serve centre” b & ndash; 26. Moti nagar. Delhi & ndash; 110015. This letter was sent to me on behalf and himself by mr. Manjit singh. There was two phone numbers given on that letter : [protected] and 011 [protected]. I ranged on this number and after long wait I had a talk with mr. Gupta and I noticed his behave was not well and he told me mr. Manjit singh is not in office. On second day I talked with mr. Manjit singh and he told me you can collect your set and he gave me surety that he will check it by him self. I went there and he was not in office. I called him day after and he told me that he will call me by him self. After wait for couple of days I again called him then he told me that mobile phone is in ware house and when he will get it back then he will call me to get it. I haven’t received any call from him till the date of today so if there is any chance to get my mobile phone back then tell me.

Regards,

Dinesh sharma
A & ndash; 766. First floor.
Shastri nagar. Delhi & ndash; 110052

+91 [protected]
[protected]@hotmail.com

It is to submit that I had purchased samsung washing machine model no 9201 eg/xtl sr no wo925zcqa01900d wt 7.2 kg on last diwali. It has not been long the connecting wire has completely got burn on 01 sep 2009. The dealer vaid electronics, batala have been approach on numerous occasion but to no awail the poor response on part of dealer has not only put the name of company at stake but trust of customer in doubt. It is requested that company to send its rep at the earliest for repairs at following address.
Sh. Hari dev pathak
112/3 dharampura colony
Near water tank
Batala distt gurdaspur
Contact no [protected]
Mobile [protected]

dear sir

Bulk priters purchesed by corporate kesco Kanpur and printer serial no 9F67BFBQ600109V not working under guarrenty period of one year. Complaint no. [protected] already lodged on dated 09.09.09 in your call center but it was not attended till today i.e. 12-09-09.
kindly arrenged to attended on priority due to suffuring official work.

Service department

1. Repair no : 125046
2. Repair no : 125497

Donna phillips

The dvd is not broken all it needs a multi zone code.
Every time they say they do not have "sparesparts"
And they are not able to assist.
I will make sure that no one ever buys at hi fi, the service is extremely poor becuse everytime they change their reason for the excuse

Dear Sir/Madam,

I have purchased a SAMSUNG refrigerator model no-RA23WVPS1/XTL on 16th JAN09 from M/s Baid Electrolight Pvt Ltd ( Samsung Plaza ), New Alipore, Kolkata-53, vide invoice no - 985, dt: 16/01/09.

Since purchase of this fridge we are facing regular problem post defrost and lodged complaint ( no- [protected], dt :06/02/09 ), again & again on 22/6, 30/6, 09/7/, 17/7, 22/7 & latest by 27/08 . Even by repeated visit of the service mechanic the fault could not be rectified.
Despite repeated request Samsung is not replacing the faulty refrigerator but everytime sending a service man and outcome is NIL .

We earnestly request SAMSUNG to arrange to replace the refrigerator on immediate basis as still it is under warranty .

Best regards,
Debkumar Datta
Cell :[protected]

436/1 Sarat Chatterjee Road
Howrah-711103