Samsung
Reviews and Complaints

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I purchased a Samsumg SMH9207ST microwave 13 months ago for $350 from Lowe's. It was the model that Lowe's recommended. It now has decided to break, and apparently, they want $269 to repair it. The quality of the microwave is very poor and I do not recommend Samsumg to anyone. One of the main features of the unit was that it was supposed to be an excellent venthood - that was a lie. Honestly, it did not make a difference whether we turned it on or not - it did not help at all.

We purchased a new Samsung refrigerator in December 2010 - Around $1800 at Lowes. 6 months after installation the freezer started melting. We called Samsung and they worked with us on the phone - nothing resolved. Called again and the temperature reset to perfect - 3 degrees for the fridge and (19) degrees for the freezer. We went to work the next day believing all was well and returned that night with the correct display- but all food in the freezer melted. We called Samsung again. Here's where we were left stranded by all parties: 1) their service standard is call back in 48 hours from an authorized dealer - however the dealers can subcontract out. Their authorized dealer subcontracted to SurePro in Toronto, Ontario. They did not send a fridge tech - the repair person admitted he did not know anything about digital refrigerators. After spending 1.5 hours spinning his wheels he thought it was a nitrogen leak with the refrigeration and called in to his tech advising a tech needed to come as he had "wasted enough time on this call already". 2) the tech was not able to come until the Friday - our 6th day without our brand new fridge working. The tech immediately diagnosed the problem as a broken compressor - on a brand new fridge. 3) Samsung does not keep ready supply of parts on hand - beware of this if you make the mistake like we did in purchasing major Samsung appliances. SurePro advised the part is on back-order with Samsung and they expected it on Tuesday and they would call us when it arrived. 4) Today is Wednesday and SurePro is not returning our calls - our 11th day without our refrigerator in the middle of July. 5) Lowes has also not stood behind their product - they offered us a loaner - if we came and gave them a refundable deposit and transported the fridge ourselves - back and forth. We simply do not have the ability to heft a huge fridge in and out of a truck. Lowes advised they would "not have left us out to dry like Samsung did" - but it sure feels like they have. 6) after much escalation in Samsung - still no results. Got escalated from Customer service to "Executive Customer Service" after a 45 minute on-hold wait time. They apologized and said there was nothing they could do. All they did was reverse the former "policy" decision not to reimburse food spoilage - we will be getting a $100 cheque - partial compensation for our $500 loss. They then escalated us to the Manager. She promised to hunt down a compressor for us and expedite. She also committed to call me on Saturday morning - 5 days later still no call-back from the manager and still no compressor. PLEASE SAVE YOURSELF THE GRIEF THAT WE HAVE EXPERIENCED. DO NOT PURCHASE SAMSUNG. CHECK PARTS AVAILABILITY IN ADVANCE AND PURCHASE AN EXTENDED WARRANTY. THE QUALITY OF APPLIANCES IS OBVIOUSLY NOT WHAT IT USED TO BE. And ... Customer service promises are non-existent. Beware of even purchasing from LOWES -we were loyal Lowes customers - but they have not helped on this. DO NOT PURCHASE SAMSUNG - Their manager advised the following are "acceptable" customer service standards per their policies: 1) up to 15 business days for parts delays 2) 5-7 business days for parts delay after parts are ordered (which can be up to a week after the original call to Samsung) and 3) 6 weeks to replace a brand new fridge if it is deemed to be defective.

From: Henry Marechal
Contact Info:
Cell# [protected]
Home# [protected]
E Mail Address
[protected]@charter. net

Date: 7-12-11
To: BBB and Best Buy US Headquarters
Subject: Second Complaint with Poor Service, lack of Knowledge by Geek Squad Personnel and Problems with the TV Model# Samsung 63” Class 8000 series 1080P 3D

Purchased: 10-24-10
Installed in Home: Est. 1st to 2nd week of 12-10
TV Model# Samsung 63” Class 8000 series 1080P 3D
Serial # Z1ZY3CKZB00069P
Financed thru Best Buy and Payed off early this year.

History:
3-16-11 thru 5-26-11
Case turned over the BBB Case# [protected]
Business Info
Name: Best Buy Stores, LP-US Headquarters
BBB Member: Yes
Contact: Customer Care
Address: Richfield, Mn [protected]
Phone: [protected]
Fax: [protected]
Contact person was: Mr. Damon Gammon Sr. Executive Resolution Specialist.

Current Issues with the TV:
TV does not play in Full Screen for Non HD as it has always done.
TV Comes on during the night after shutting it off.

What I want to see done this time.
Replace the TV with same.

Geek squad 7-12-11
I place a call to report problems again with the Samsung 63” Plasma 3D HD. TV has come on during the night by itself and we are unable to view the full screen mode with watching non HD. After the TV was repaired back in April of this year we could watch full screen either HD or non HD.
In the manual the screen is to be set to 16.9 to view full screen for non HD.

Pay close attention to the time I once again had to deal with Geek Squad personnel not knowing what to do or just to give me a round around. I spent $598 dollars on their Black Tie Protection Plan that is clearly a SCAM.

(5:11PM Spoke to # 1 Agent Mike)
Gave my address, name, phone number and what I was calling about.
He had to transfer me to the TV Repair for set up service.

(5:15PM Spoke to # 2 Agent Shawn)
Again I gave him my address, name, phone number and what I was calling about.
Explained the problems, cannot view full screen in non HD and TV comes on by itself during the night.
Agent Shawn set up service with Sherwood TV and Appliances for 7-14-11 between the hours of 12 and 5PM. He did say the TV would need to come off the wall for servicing. Well here I go again because Agent Shawn transferred me to another department to set this up.

(5:30PM Spoke to # 3 Agent Stefun)
Again I gave him my address; name, phone number and what I was call about.
I explained to him the Sherwood TV and Appliances would need the TV removed from the wall for servicing. I also explained the Geek Squad would need to be here the same day so after removing the TV and let’s say it was repaired they could hang the TV back up. If this did not get done I would need to reschedule another visit from Geek Squad to re-hang the TV. You can already see what I’m going through just to get it down.
Agent put me on hold. He came back on the line to tell me there would be a $ 99 dollar fee. I told him I purchased the Black Tie Protection Plan for 4years at $ 598 and was not going to pay anything. He puts me back on hold and a little while later tells me he needs to transfer to his boss.

(5:45PM Spoke to # 4 Agent Jess)
Guess what? Agent Jess that was suppose to bee Agent Stefuns boss must not have been. I had to give him my address, name, phone number and what I was calling about. I explained it all over again about removing the TV off the wall that Geek Squad originally installed day one and the $ 99 dollar fee. Agent Jess proceeds to tell me he don’t have enough stroke to reverse the $ 99 dollar fee that we should not even be talking about seeing I purchased the Black Tie Protection Plan. Guess what I get transferred to another agent.

(6:11PM Spoke to # 5 Agent Sarah)
Guess what? I had to give her my address, name, phone number and what I was calling about.
I tell Sarah what I was calling about. She pulled up my records and she was amazed that first starting with Why Have they not replaced this TV do to all the calls and service that is in the Data Base, Don’t Pay the 99 Dollars because that was covered in the protection plan. I finally found someone that seems to know what they were talking about and she understood the protection plan the same way I did. Never the less I was finally transferred to the Installation department.

(6:25PM Spoke to # 6 Agent Natasha)
Guess what? I had to give her my address, name, phone number and what I was calling about.
At this point I’m trying to explain to her that Sherwood and Geek Squad both need to be here on the same day same time to remove and re-hang the TV. She transfers me to the another agent but I did get a work order # [protected] to remove the TV but still not set up for the same day.

(6:40PM Spoke to # 7 Agent Trisha)
Guess what? I had to give her my address, name, phone number and what I was calling about.
At this point I’m trying to explain to her that Sherwood and Geek Squad both need to be here on the same day same time to remove and re-hang the TV.
At this point and had finally had enough. Ask her to transfer me to someone that could authorize the REPLACEMENT TV. She told me to contact the store I purchased the TV from for replacing. I will do this on 7-13-11 to see what reply I get but I’m sure they will tell me to call Geek Squad.

(7:05PM Spoke to # 8 Agent Mingo)
Guess what? I had to give her my address, name, phone number and what I was calling about.
I explained the entire case from even back with when I turned my first complaint over to BBB Case # [protected]. Agent Mingo set the removal up for 7-19-11 and he was going to contact Sherwood TV and Appliances for also 7-19-11. Agent Mingo did call me back and said that Repair shop had closed but he would call them on 7-13-11 to set up for service on 7-19-11 same day as Geek Squad.

Reason for turning this over for support from BBB is to show what Best Buy and Geek Squads service is poor, personnel are not knowable about how the Black Tie Protection Plans work, the run around you have to go through and as a consumer I have to do some of their leg work for service I paid for.

I’m requesting support from the BBB to help in no longer fighting the ongoing issues with the product and support in having this TV Replaced with New.

(7-13-11)
No call from Agent Mingo.

# 7 Agent Trisha. As per Agent 7 she told me to call the store I purchased the unit and request a new TV. The below is an e mail I sent to The Sales Person That Sold Me This Product

(Mr. Stephen. Please call me at [protected], Long story short, The TV has been a living hell with problems. In speaking with Geek Squad Agent Trisha yesterday she tells me to contact the store that I purchased the unit and have you all to replace it).

Please make sure you call me as I’m going to turn the case over to Damon Gammon Sr. Executive Resolution Specialist at 7601 Penn Ave S Bldg D6, Richfield, Mn [protected], Phone Number [protected] and also for the second time the BBB.

Tell us how we're doing.

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Dear Henry Marechal,

On 07/12/2011, you contacted Best Buy and received assistance from Jessie, one of our Geek Squad Agents. As part of Best Buy's commitment to excellence, we want to make sure we met your needs during that conversation. Would you please take a minute to answer a few questions to let us know how we did? Please click the button below to begin this survey.

Take Survey

NOTE: Please respond within five days so that you can provide timely feedback to us. This survey will be available for only 5 days.

Thank you for your valuable help!
Best Buy Customer Support

I received the above e mail last night. Look it up because I replied to it. Take the time to read.

(7-14-11)
Day two and no phone calls from #7 Agent Mingo. I contacted Sherwood TV and Appliances this morning and spoke to Ronnie and raised the question had he heard from Geek Squad about this service that is needed. Here we go again just like the first case that went to BBB Case # [protected]. Sherwood TV and Appliances is not responsible for the (FIRST YEAR) and I need to contact Samsung.

In Closing
I’m done with this 63” Samsung HD 3D TV that comes on during the Night and plays in reduced picture for non HD.

Next I will not settle for anything less than the Unit being replaced. NO MORE REPAIRS!

Next will no longer deal with Geek Squad as the employees have no clue to how the BLACK TIE PROTECTION PLAN WORKS. O DID I FORGET TO MENTION THEY WANTED $ 99 FEE TO COME TO MY HOME AND OVER 2 HRS ON THE PHONE TO FIND OUT THIS MORNING NO ONE IS COMING TO LOOK AT THIS LEMON OF A TV!

12.59 Noon today I called the Magnolia Store in Metairie Location where we purchased the TV as directed by # 7 Agent Trisha due to Mr Stephen Patterson never replied to the e mail I sent out on 7-13-11. Was put on hold again. Not waiting anymore.

I expect to here from Best Buy, LP US Headquarters today. Don’t take this wrong but I will fax this document along with the past cast directly to BBB and obtain a Second Case Number.

On 18th june I lost my samsung champ mobile in traveling by bus..
Mobile name: samsung champ
Emi no: *359800/03/345543/7*
Gt-c330351 ainu
Colour: sweet pink colour
Place: bangalore 560027

Purchased a Samsung digital camera for $130 approx. less than 12 months ago. It started malfunctioning like freezing and not reading data cards. Took it back to the retailer who sent it off to get repaired. Came back with same problems after a couple of uses. The camera has been back to Samsung now 3 times and they keep refusing to replace the item. The retailer now sells the camera for under $65, but they wont replace it either. Samsung say its the data card thats the problem, even though it doesnt work with any data card - it failed several different cards, even the retailer experienced this when they installed a brand new data card. Well I now know Samsung cameras are absolute rubbish and retailers who sell them without 100% customer support are blatently ripping off consumers. Dont buy Samsung is the tip, but please, if you have the time send the retailer an email of complaint for me. Its only a small amount of money but this camera has failed when my wife and I were on holidays and hoping to save photo memories of the kids, when attempting to capture special moments at home and in emergencies when it really counts.
gerry.[protected]@hardlynormal.com.au

Bought a 50 inch plasma and an extended service contract from best buy tv broke wait a week and we'll be out to fix it, 10 min look at the tv, wait another week we need a part, so life goes on but never again will I do business at Best buy, and as for the psyic Geek who knows what to order yet dosn't bring it I am over You wasting my time! buttom line don't waste your time at best buy try sears at least they can fix the product!

Hi

In June-2011, I bought Samsung Split AC. Just after couple of days, I found that there is water leak issue from the main unit. I logges a compliant on 1st July ([protected]). Nobody responsded till data ahginst this issue. This is a clear case of miss-selling the product and cheating by samsung India as they sold "Low quality" product at "high price".

SInce, Samsung India is not capable to provide any service to customer and cheating poor Indian Customer like me, therefore, I request the samsung Management to return my Money (Rs 22000/-) and take back this product ASAP.

Regards
Ajay Goel
Chennai
[protected]

I have bought samsung ac on 10th august 2010 from great eastern appliances pvt ltd. Since the day I bought this I am facing all sorts of problem. On 1st july its not properly work so I lonched a complaint and they said that compressor was damaged & they took ac in their work factory.In few months how could be possible that a new ac could not work. And till now the problem has not been solved.In this summer of 40 degree centrigrade I am suffering because of poor service from samsung.

purchased samsung acaw122zb 1ton from vijay sales on 19 jul 2010.
since the very first night the a/c is making a very loud piercing noise due to which we are forced to switch off the a/c.the engineer was called and it was rectified at least 5 times. now again it is giving the same problem and now the engineer says the ac has to be taken to the workshop for repairing.since the compressor tray is broken.
unable to understand when the company has delivered a faulty a/c with broken parts why is it sending for repairs instead of replacing the a/c when it is still in warranty period.Ensure speedy action action taken.hope i have not made a mistake by buying a samsumg product bcoz ur technicians on line who spoke to me today says i
have only called 5times to complain.

I have bought a samsung tv 46" model la46a550pir with s/n:akwy3dhq400657e from a samsung agent in tehran-iran but parts of its screen come to black and has become useless. The samsung service here says it is due to tv panel technical problem and they can do nothing for it, I have lost a lot of money and this worldwide famous company dose not consider its customer problems.
My email: [protected]@gmail.com

Dated 30th june 2011
I have purchased samsung refrigerator model no rt35cdux on 31st july 2010. Since the last three months we find that the cooling is totally inadequate. After repeatedly calling customer care, the representative of the company came to inspect the item.
We are not sure whether he is a trained person in dealing with the refrigerators. He removed several parts and replaced with another one and tried to find out what was wrong. After finding out that the replaced part made no difference, he again replaced the original part. Ultimately it was found out that the door switch was not operating when the door is closed.
Instead of finding out what is the reason he attached a sponge (Which is used for packing) on the door. This acts like a spacer and forces the door switch to operate when door is closed. I told him to look at the mounting arrangement of the switch which may not be ok. He should accordingly open the casing and inspect the same. He did not agree and left after doing the shoddy work.
This worked for only two weeks. After that we found that the cooling was not effective. The food kept in the freezer compartment and the general compartment was getting spoilt every day. We made a complaint again. The complaint no is 8433040217dated 15th june 2011. The acknowledgement for the same was given on 23 june 2011. Representative from the company came indicated that the work done earlier was not up to the mark and the same needs to be done again. He also indicated that the gasket needs to be changed as there is leakage of air. Since the gasket was not available at that time, the same would be replaced the next day.
Since then we are in touch with the samsung customer care centre every day. I must admit that the customer care representative is very helpful in the sense that he politely listens to us the umpteenth time and notes down the details. He also gives us the assurance that the matter would be attended to without fail shortly. No representative has come to inspect and rectify the defect from the past 15 days.
We are afraid that one year warranty period is coming to a close and then the company representative would make a consultation visit and charge us for every visit apart from the costly parts he would replace to rectify the defect. Going by the past experience, he would change several parts unnecessarily and produce a bill for the same.
I fail to understand that these teething problems should be dealt with before shipment of the product from the company works to the retails outlet. Why customer has to deal with the production / manufacturing faults. On top of that no effort is made to expeditiously correct the defects noticed by the customer. Lot of food stuffs kept in deep freeze and general compartment has gone bad. This has caused untold misery to us. All this has taken place during warranty period. Why a customer be punished for defects over which he has no control.
I have yet to see such a recalcitrant company. All the glossy advertisements made are totally misleading. If the company cannot tackle its manufacturing faults and the customer complaints he has no right to be in the consumer market where the product goes to millions or billions of widespread people.
Anyway now there is no use of crying over spilt milk. I have already invested in samsung refrigerator. I now want to know whether the company is interested in rectifying the defect without delay or should we suffer every day with more and more food stuffs going bad.
Apart from this I have an additional work to do every day. I have to find out the status with the ever polite & friendly customer care representative. You have definitely given him good training. He must be receiving such calls every day where the complaints are not attended on a routine basis.
I hope this is taken as a serious complaint and not ignored!

Devashees das

Samsung refrigerators are not well designed. The sides get so hot that it can burn your skin. The company should recall the product and refund the money. The dealer I worked with in Vadodara, Gujarat was rude and refused to send the technician to check out though the refrigerator is still under warrantee

Dear

Please any help. I have problem with my refregirator as following:
1 - it did not cool
2 - I try hard to make appointment with samsun agent in riyadh saudi arabia (call center not answering... I visit them and made appointment)
2 - technical visited and asked to move refreg to workshope because it needs alot of time for inspection)
3 - no update till I call samsung company complain center (Dubai)
4 - after they fix it, it brokdown agin even worse it heating (Not as before just not cooling). Also door screen is blinking... More worse
6 - I call samsung again to report it. Second day I asked for update but samsung call center told me that I have no complain number. I asked them to make complain agin also another complain about call center because they didn't make any complain at first.
7 - call center threat me to cancel compalin call center as we are helping you ignor to complain about call center.After all of that I have found samsung agent and samsung call center try to push hard not to serve complains and defects so I decied not to waist time till warranty expire while my refrege is seems as defect also agent and company they are providing great solving technical problens. I have asked samsung call center either they bring new product or give money back to me.

I have family, kids and with summer my life is mesriable with samsung support. Please any advise or help. Your immediate action is highly appreciated.

Thanks
Munif alnofae
+[protected] (call any time 24/7)

I got my refrigerator repaired through engineer (Mr Saif Mb. No. [protected]) samsung authorised service center Panchkula-Haryana. He charged us Rs. 1250/- he did not gave any reciept for this. After one month refrigerator had same problem I again contacted samsung people and they gave me complaint No. [protected] which was attended after 3 days by Mr. Harpal Singh Mb. No. [protected]. But he could not rectify the problem and again I had approach samsung people and on 19-6-11 their third Engineer Mr. Shyam Mb. No. [protected] came he also was of no use as he could not repair it. On 23-6-11 the first engineer Mr. Saif came he only gave assurances that he will rectify the problem and now from last 2 days I am calling on his moblie phone but he is not picking the phone. Now I am fed up with all this. I thought that SAMSUNG is a big reputed company. I have bought many products like LCD, Home Theater, Split A.C. etc of Samsung. It is of great concern that if they will provide such services to their custmores then who will go to buy their products.

i had lost my phone yesterday, 21st june 2011, night. It was a silver colour samsung S5233 model phone...it had my name, DISHA written behind it...it had several silver mobile charms hung on it...nd some stickers...i had lost it in my building..

I bought a 40' samsung lcd tv model ln-s4051d in sept 2006 for $2000. It quit working in april 2009. The symptoms are that it tries to turn on, the red light flashes for a few times, then you hear it click off. It repeats this over and over but never turns on. After a quick google search I discovered that many customers are experiencing the same issue with their samsung lcd tv. I called samsung customer support hotline last night only to learn that I was out of warranty and out of luck. They don't even have an authorized service center within 60 miles of my location. What I found is samsung used cheap and faulty capacitors in the power supply. Lots of people are having these fail just after the warranty period. Samsung should be proactive and offer to either send people a new circuit board or offer to repair the tv. Instead they offered me nothing. I may try to fix it myself since i'm a tech savvy person. Here's a link to one of many websites where many people have reported the same symptoms as I am with my samsung lcd tv.

I had purchased a samsung b5722 dous mobile.

It was having a camera problem & network dropping problem. The camera is not able to take a picture of form, newspaper article (Not a single character is able to be read) , a
Nd during night the picture comes full bright. I had given the mobile to bhavnagar service center fro repair on 23.03.11 job ### no: [protected].
I was told for 1 day time. The next day I went and got the mobile but there was not difference. I talked with the regional manager mr. Himanshu.
He told that you will have to send the mobile to nodia. So I again give it to the service center. It came back after a week. But no solution it was in the same condition.
At that time I and the technician checked other samsung b5722 dous for the camera resolution, which were received in the service center for other fault.
All that were having the same camera problem. I had a karbon mobile with 1.2 mp camera. I took a photo of a newspaper article in front of the technician it was far better than that of
Samsung b5722. Then we again talked with the regional manager, he told to send a approval for mobile replacement.
I told I dont want the same model as all the mobile of the same model are having the same fault which is not repairable.
So I again sent the mobile on 08/04/11, job ### no: [protected].

They said you will get the replacement in 15 days, after 15 days I called rm. Mr. Himanshu, he said it will take another 7 days,
Each and every 7 days I called him and I got the answer of another 7 days. At last on 12/05/11 I called the bsm mr. Sunil he told me that you will get the cheque of rs. 8400 (Purchasing price).
In next 7 days, again the story repeated with regional manager mr. Himanshu. At last they told me that you will not get the cheque but the mobile will be replaced with the same model.
Which was not worth for me. After keeping my mobile at the service center for 2 months, at last on 29/05/11 I got the replace mobile box pack (which is having the same problem).

I called bsm mr. Sunil. Whether you could give me the solution for the camera resolution or I should go to consumer court.
He replied "you are free to go anywhere and do what ever you can. And when the decision comes from the court infrom us". This is the way I have been harassed for nearly 2 month.
Now I dont intend to buy any samsung mobile and want my money back.

1. I have been calling to samsung customer care on: [protected] for more than 20 times.
2. I have been calling regional manager mr. Himanshu on:+[protected] for more than 20
3. I have been calling bsm mr. Sunil on +[protected]
4. I have been calling mr. Bhuvnesh (ahmedabad) on: +[protected]

Here I am upset by Samsung company customer service for rejecting repair request. I bought Samsung cell phone (model SGH-t329 Series) last July. In March this year the phone set was not working without any particular reason (I never dropped, or abuse anything like that) . Since it is still under their Standard Limited Warrenty which is one year shown in the users manual. So I called customer service([protected]) for repair (ticket number [protected]-A03) and sent back according to their instruction. Today I got email from them and telling me that my request was rejected. The reason for rejecting is the LED of the unit was bad and not covered by the warranty. I further checked the contents of the warranty and cannot find the reason they gave me. I consider that is not a valid execuse to turn their customers down. So be cautious of their unjusting business practice to their customers.

I recently purchased a samsung washing machine about 5 months ago. Not long after purhcase, the machine started to display intermitent errors during the washing cycle. It wasn't long before the machine was not functioning at all so I put in a request for a service call to samsung. A week later a technician came out and diagnosed the problem to be over user of washing detergent even though the error code suggested something different.
Anyway, we still had the same problem had 2 more visits from technicians over the course of 2 weeks and the problem was still not resolved. Finally the service centre reported to samsung that the problem could not be resolved and requested that a replacement machine be sent out.
Samsung are now saying that it will take a total of 10 working days for them to respond from there case manager.

This this normal? We have been without machine for over 3 weeks and now will have to wait at least 10 days just to receive a reponse..
The fact that this machine is only 5 months old, been stuffed around by technicians and constant delays is appauling.