Samsung
reviews and complaints

7 Warwick Circle
Chesapeake, VA 23320
August 15, 2017

Re: Call ticket # [protected] and # [protected]; Service ticket # [protected]
Dear Tom Baxter,
This letter is to notify you about the poor service I received from your executive customer retaliations department August 15, 2017.
I am dissatisfied with your service because I was given the wrong information, passed between departments, argued with, told I was I would receive follow up communication with in 48 hrs. and the biggest thing is I was told to Shut Up twice.

I want to give the reason for my call, I had my Gear S3 Frontier on while doing yard work and washing my car when later that night my watch started to act weird the watch would reboot or switching to Samsung Pay over and over. I understand the watch is not water proof but water resistant (IP86 resistant 30 minutes submerged or max 1.5 meters submerged) that is why I believe doing yard work and washing a car fits into what the Gear S3 Frontier was created for, to be active. I bought this watch because my brother whom is a mechanic wears his Gear S3 Frontier every day at work and he has no issues with his and I have Samsung S8+ . I sent my watch in for repair and I got the watch back stating due to water damage it could not be repaired; so knowing that I didn’t meet any of the limits of the Gear S3 Frontier I was upset. Unfortunately, the problem remains unresolved. Here is the list of my experience with calling Samsung:
1) August 10, 2017 @ 10:18am – Called 800-SAMSUNG – Spoke the first representative, had a long conversation with her about physics of water how deep 1.5 meters converted to feet and how a car wash your hand(s) are not submerged more than 30 minutes. She told me that I would need to talk to Customer Service to get my case reviewed again so I asked for the number. She gave me the number for her department not Customer Service. Ticket #[protected]
2) August 10, 2017 – I finally get Executive Customer Care I had to explain everything over again and again we talked about how yard and washing the car. She said that she would submit my case for review because her department couldn’t make any decisions when that tag “water damage” was put on file. I would receive some communication about my case within 48 hrs. She was the most helpful person I talked to during this whole ordeal. She looked over my account and saw that I have other Samsung products reassured me that Samsung’s goal is to have satisfied customers. Ticket # [protected]
3) August 15, 2017 @ 9am – I called back referencing Ticket #[protected]. The first representative I talked to I explained the previous call on August 10th and that I had not received any communication about my case. She told me the case was still pending but she could escalate it. She came back and told me she talked to a higher department and they told me the watch has water damage and nothing could be done. I asked to speak to that department that made that decision. I don’t know how they can make such a quick ruling and couldn’t contact me within 5 days to give me an answer. She told me protocol is to transfer me to her floor supervisor first, so I had a quick conversation with him and he transferred me to Executive Customer Care. I talked to Jackson [protected] who has no customer service skills at all. After he verified who I was he went straight into there is nothing we can do because of the water damage, like he was standoffish towards me because I requested to transferred to this department. I was taken aback and I told him how irritated about this whole ordeal and I didn’t like the way he was talking to and asked to speak to someone else in his department. Jackson transferred me to Kilsys [protected] his supervisor and this is where I admit I was really irritated but no using any foul language. As I was talking to Kilsys she was not any more pleasant and I know I cut her off because I was irritated and she told me to SHUT UP twice. Really!? This is how “Executive Customer Care”, I couldn’t believe this. I told her that I talked to this department on the 10th and that they couldn’t this type of decision and my review they are going to say the same. I work for FedEx Office and I know this is not how you handle customers bully them off the phone and tell them you can call everyday if you like you will get the same answer. Oh! Then she hung up on me.
I first inkling was bash Samsung over social media, I decided to take time out of busy day to write this letter to shed some light on how I was treated. I understand you have your policies in place for a reason but the service I received was unacceptable. I do have to admit $400 smart watch getting water damaged from yard work and washing a car that is rated IP68 seems problematic to me it could be a one off.
Thank you for your anticipated assistance in resolving my problem. Please contact me at [protected] or [protected]@gmail.com if you have any questions.
Sincerely,
Chauncey Prigmore, II
[protected]@gmail.com

I've been waiting for a refund on my fridge for 3 months and have no idea when it will end. I gave the customer support all the information and they said I had to call given numbers. But they never answer. Nobody calls back. They are just fooling me around.
Please finally do your job and stop hiding from customers or as an alternative go find another job because you can't do this one!

Short and sweet purchased a Samsung Washer and Dryer for $2300 bucks in December 2015.in August 2017 Dryer just stopped heating. We will have to pay for the repairs our self as the warranty ran out. Its not so much about the warranty but that a product would last only 18 months and Samsung says sorry fu basically. I am not sure how they get such a great rating on consumer reports because I have had cheap [censor] dryers last 10 years with no problems.
Anyway needless to say I will not be purchasing anything going forward with a samsung name on it.

I will spare the details, its obvious from the other complaints that im not the only one. Just save yourself the trouble and never buy samsung.
Just dont do it,
They have wasted 4 hours of my time and did not resolve my issue.

I refuse to pay to repair a product that spontaneously breaks, I refuse to be called crazy, and I refuse to continue receiving [censor] customer service.

So if you're like me, and dont want those things either, then dont buy samsung.

Also, they dont have any call centers in the us.

I purchased a Samsung S5 Wireless Phone SAMA520168BLA . I paid about $376 for it. I purchased in January of this year. The phone stopped charging and It wouldn't power up. I contacted Samsung customer support several times over a month and a half period. Every time I called, they would open a new service ticket only to have the case expire without any action taken on it. So here we are a month and a half later, with few hours invested in talking to customer support without a resolution. Bottom line: Samsung refuses to honor their warranty. Buyer be ware, Samsung is not a customer oriented company, quick to take your cash, but refuses to honor their warranty.

SAMSUNG UN46H5203AFXZA failed after 2 years 2 months. Purchased Best Buy 2 year warranty, TV failed 2 months after expiration. I will neither buy Samsung or anything from Best Buy again.
I replace main board, no help. pulled back panel off and saw the backlight LEDs flashing continuously on/off every second or so.
Absolutely UNACCEPTABLE! Samsung.
Trash! Shame on you!
Never Samsung again.

I purchased the new Galaxy Book Window PC. The day it arrived, it would not update to the latest Windows. When I contact Samsung, they said it was a software issue and I would need to contact Microsoft. It took several hours with Microsoft correcting the outdated software that was installed on the brand new computer. The unit work find from June 16, 2017 until July 12, 2017 at which time the until crashed and I lost bluetooth. The bluetooth adapter failed. I contacted Samsung and we walked through a system restore to no avail. I was then required to send the unit in for repair. The unit was received by Samsung on July 14. Since that time, I have heard nothing from Samsung. Any communication had to be initiated by me. Each time I call, I was told the unit was approved for replacement and that someone would contact me within 2 days to arrange for the replacement. 2 days go by and still no calls and I have to initiate the call only to be told it has been authorized for replacement as of July 26. I am being told this by their Executive Customer relations. How can this take so long? Where is the customer loyalty? Here it is August 6th and still no repaired computer or a replacement. Each time I call I get the same runaround. I would just like an accurate response and a believable expectation when I may get my new computer that I am making payments on through their Samsung finance. The experience has been terrible. No customer support or communication.

Since I bought my "SMART TV" I have had nothing but trouble with internet connection. I have called and they have been able to reset and connect - only to have to reset and connect EVERY time I wanted to watch via the internet. Of course it was an internet issue. Fine...did that. But now I am unable to connect at all. I have gone onto the forums to find that the problem I am having is an issue that plagues so many that own a samsung television. The television does not auto locate an IP address and first searches for a wired connection. Then I make it search for a wireless connection and it cannot find one. I have had ATT on the phone and finally to my home to correct this issue. It is definitely not an internet issue as I have since purchased another VIZIO TV that works completely fine - connects - stays connected - no issues. Not my Samsung. Today, I spoke with a representative - Prince - who inforted me that I now have an issue with the internet card and since it is out of warranty it is an out of pocket issue. The rep tried to tell me that this issue is not the same issue I had been having because prior I was able to connect; but, now that I am not it is a new issue? When a part stops working properly in a car does it always just die out - no! sometimes it makes noises but still works; sometimes it works but not at full speed or capacity; but it still works! How about the analogy of my light switch turns my light on. It flashes for a few seconds but then the light stays on. Its probably the light. Happens a lot. Then all of a sudden the switch does not turn on the light. The light works if I plug it into another outlet but does not work in this outlet. Well, now the outlet is bad. Did it all of a sudden go bad? No, it has ALWAYS been bad; but was able to work around what was wrong with it until it just completely failed. JUST LIKE THE DEFECTIVE INTERNET CARDS IN THEIR TELEVISIONS!

I am so disappointed in the service provided by Samsung. They know they have a problem and are refusing to acknowledge it. Its not even a specific model related issue - its a samsung issue. PATHETIC COMPANY

This isn't a complaint about my phone but the phone in general (although people who could hear me just fine on my old phone can't seem to hear me on the new one and even trying to speak through bluetooth is an exercise in frustration). I'd very much like to complain about the ABSOLUTELY RIDICULOUS business of non-replaceable batteries (or batteries that you need to take in to a store to get replaced). It's one of the reasons why I won't go with an iphone and it didn't even occur to me until after I bought it to check because none of the samsung phones I had before had that problem. Well, surprise, surprise, I have to get my battery replaced. Oh, look, it's just over a year from my purchase date, shocking. Wait, the nearest place is how far away? Not every store does it? Convenience isn't a big thing with you guys, is it.

Well, I prefer convenience over catering to a company so big it seems to have forgotten how normal people operate. As a result, until samsung returns to user-replaceable batteries I will find someone else to support.

Thank you for your time.

Dear Madam / Sir,

Refer to my email reference number [protected] regarding our concerns with the frosting issue in the fridge we recently brought From your dealer at udaipur, rajasthan, India - 313211

As per your communication, a senior engineer was to be sent for inspection, after technician inspection which was unsatisfactory as mentioned in my previous mail.

The problem is being faced from day one, and response for demo visit of new fridge .. After three weeks. Regular follow up in this regard has been very painful in this case.

To brief the matter, the first visit demo for fridge, frosting was complained to him, which we were facing from day one. He accepted and took photos and confirmed might be issues with internal part, which would be replaced after engineers visit. On his suggestion we raised our first complaint. Thereafter, engineer visit, he mentioned there is no issue, set temperature to maximum and told it will run on this, some frosting happens in some fridge casually. But the we were told auto de-frosting at optional temperatures provided. We connected up to the engineer with the technician by phone. On phone, the technician who had indicated issues initially totally went ahead telling all is OK with fridge, and also mentioned that he never mentioned there was a problem. You could refer to telephonic recording if available. He had clicked photos of frosting areas as well. Such lies for a customer issue was found ridiculous. It was sad to notice such change in statements and Samsung company values.

Above was the content of complaint but the visit was scheduled but never visited from past 4 days.

Thank you and regards

This issue has not been solved for a number of years inspite of my persistent emails and phone calls.
I am a senior citizen of sixty-five with a medical disability.
I need the monitors to email my providers.
The televisions are a depression eliminator and stress relief.
I have been ignored by samsung for years.
I have two rca televisions dating back to the seventies that still function.
I have numerous samsung cellulars, dvd players never used, monitors and seven televisions.
I am enduring a health situation i would be relieved if my repairs issues could be resolved.
Thank you.

I bought samsung phone through your corporate website, attached are the emails of my order and insurance which came with it. At the time of purchase your executive told me that this is an international phone and warranty will be across globe. i recently came to states in April and a problem with the phone started it was unable to connect with wifi, i tried to connect it with wifi at different place and different connections it connects and then within a fraction of time disconnects automatically. i called your customer care and technical support many times and when they were not able to help in anyway (after calls of 1 hour many times) they asked me to visit any best buy store near me. they gave me an address of best buy in my area (Irving, Texas. USA), when i visited the store they told me samsung dont have a representative now at our store and you need to visit another store.

I went to another store and met samsung guy who then formatted the phone (i told him that its already done and doesn't helped) still he formatted and noticed that the problem is still there and gave me one number and told me that he spoke to samsung team and i need to call them and they will give me a label and i will have to ship the mobile and they will send me replacement. after reaching home i called that number and it was incorrect, i called the store and asked to connect with the samsung guy and they told me that they cannot connect and after insisting they gave me another number of customer care. i called them many times they raise the request and cancel it another day.

your quick action on this will be highly appreciated.

Phone details-
Model- SM-A510FD

Thanks
Amit

I purchased my Samsung French Door refrigerator with Flex Drawer, and bottom freezer May of 2012, from Sears and I purchased the warrant and extended it until 2016. The freezer stopped working and was repaired on six different occasions.

I will never purchase a warranty again. The service technicians were ill prepared and did not have a clue, as to how to fix the refrigerator. In my opinion they were fixing it long enough for the warranty to run out, to encourage the purchase of another warranty, which is insanity.

Finally, I requested a refund and that began another long and frustrating process. I was given the run around for a year. I called every week for months and was told that Executive Customer Relations team would call me back to no avail. I sent all six of the repair invoices and each time that I sent them I was told that they did not receive them.

I was told that I would receive a refund for my lost food due to the broken freezer, which I never got. I did receive a partial refund for the refrigerator, which infuriated me.

What I learned from this experience is to never, ever, purchase anthing from Samsung, because they make shoddy product and they do not care about their customers. SAVE YOURSELF TIME, MONEY, AND FRUSTRATION

I Nareshkumarsaini from sikar rajsthan(india)
A winner choose me in Samsung uk financial program2017
Payment number NK249-NAA
Verification number NM_[protected]
Dr.Andy Griffith contact number
[protected]
company address samsung electronic uk ltd
samsung house 1000 Willswood drive chertsey surrey kt 16 ops United Kingdom
Delivery aggent &postmaster James Peter
indian aggent delhi contact number [protected]
a none stamp cheque scan submitted
and cash lottery 100000.INR
Lottery date14July

We bought samsung mega phones and they both have been wiped and memory boards fried we sent them to be fixed 4 months ago through best way here in clarksville tn. I just received a call saying they can not be fixed and it's a total loss... how can this happen? We had these phones less then 18 months before they begun messing up the company said it was the ion battery that caused the memory board to fry out... but they can not fix it. So $ 868.00 for each of them are now down the drain. I am writing to you to see if there is anyway possible that you can try to fix this problem before I have to take matters further. I have no way to buy another samsung phones and I really love your products as we own several. Please get back to me as soon as you can. My email is [protected]@gmail.com. if further info is needed I will provide after contact is made... sincerely,
Susan L Moss

Sir i Nareshkumarsaini from rajsthan india
Pay a cheque from samsung electronic company, gaming board London uk
payment number NK-249NAA
Verification number-NM-00222-674PF
Lucky winning number [protected]
Flight number VS-300 London to Delhi terminal number 3 land time 11July 09:12am ticket number-id/410/7680 serial number -552/62/[protected]
delivery agent Mr James Peter
pay mail 30June and pay cheque11July current location of cheque RBI

Will never buy any Samsung product ever again ! Horrible product and no customer support to speak of.

Bought the French door refrigerator May 2016. The ice maker unit does not make more that 1 cup of ice even after 48 hours. Problem not resolved even after replacing motherboard, ice maker unit it self as well as the augor motor and fan. there is condensation that drips down the side of the refrigerator doors to the bottom of the freezer compartment. Loud motor. And no ownership/customer consideration by anyone at Samsung. Horrible company

Recommendation - DON'T EVER BUY SAMSUNG PRODUCT

The deal was to send any cellphone worthat least 20 dollars.send it and they foung a operating/software problem with my cell phone that was 3 years old and had been thru the normal use of calls, texts, and internet downloading app, stuff. The phone was working and being used and of course there could be an issue with the software because is a "used" cell phone . It just logic
It's not fair at all to treat a faithful custumer like that.and in another other that had to be refunded it has taken them a month to wait and yet i havent received my refund.they sorry but we escalated.over and over again.not they said it beinh delayed because they have to many refunds to do. Well hire more employees to get the job done.i used my credit card do you i can explained to them that they have to wait over a month because samsung is busy . Don't you think they are going to charge me interest if samsung don't issue that refund. All they say is i'm sorry . I dont know, the issue is being escalated . Is being delayed. What a horrible customer service they dont even care about we the customes they said i'll transfer you to a supervisor that says i cannot do anything about it.etc...

I have been trying since November of 2016 to get a label kit for my recalled washer. I have made many phone calls and sent many emails. Everyone I talked to was very understanding and said they would send one out right away. Here it is 8 months later and still have no label yo put on washer. We are moving within 3 weeks and new owners will have this washer! Have no idea what to tell them?! Please do not ask me to call or email anyone because that has got me nowhere. I will think twice about buying another applaince from Samsung

Ticket numbers:
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
See the above ticket history. I was promised a refund on June 2 2017. today June 30 I recieved my phone back. I have been dealing with Samsungs defective merchandise starting with my recalled note 7. The S7 edge was the replacement for that phone. To summerize the original phone was repaired twice with the same issue of a pink line returning. I recieved a replacement only to have the line show up a week later. Another replacement with the line appearing the day after I started using it. A refund was agreed to. I sent in my phone and it was receieved on June 8. It is now June 30 and for some reason my "repaired" phone was sent and not the check I was promised. I called customer service and was informed it would take 3- 4 weeks after the phone was sent in for my refund to be processed. THIS IS UNACCEPTABLE! I have been more than patient. I have jumped through every hoop in order to end this cycle. Samsung has consistently failed to follow through on repairs, replacements and now on the refund.If someone at Samsung took the time to check they would see on their homepage that I have owned every note phone since the note 3. That I have currently two Samsung laptops, two Samsung tablets and a Samsung television. I have been a loyal and committed customer often reccomending their products to friends and family. I was upset about my Note 7 being recalled and felt the compensation to be unfair but probably would have remained a customer despite of that. Not anymore. The failure of appropriate service recovery on Samsung's part has soured me to doing any further transactions with the company. All I request now is a speedy resolution to this current issue so I can go on with my life and stop spending my time emailing, calling, etc. to resolve this issue.