Samsung
reviews and complaints

I have a top of the line samsung gas range that I reported to have a gas leak when baking on September 22, 2021.  A repair call was scheduled for October 27 (over a month later) from a service center in Ashland, Va.  I live in Fredericksburg, VA.  The repair man came on the October 27 date and could not perform the repair because a special test tape was not available.  A second repair call was scheduled for today, November 3 and someone called early and said that they  would be here between 10 and noon today.  Noone has arrived and the range, a top of the line gas range) cannot be used for baking.  It is nearing Thanksgiving and the oven would be used a great deal between November 15 and January 1 2022.  During the previous repair visit, the repair man said that he could not replace any parts until Samaung approved the replacement even if it was defective.  I cannot find local repair shops to do Samsung repair.  How long do I have to wait for repair f;rom your company?

I purchased this Washer and Dryer set in August of 2019. The original price being just under $1, 400.00. Since then I have had 4 service calls from what the Samsung technician calls "overly sensitive sensors" and what I call a product defect. One of the reasons I purchased this washer was for the small separate washer on top as I was due to have my 2nd child in less than 30 days and thought this would be a phenomenal feature for those unexpected blowouts. Every time I use it I get an error LC1 and water under the machine. Instead of a convenience its become a HUGE inconvenience. Before this washer I bought a $400 Whirlpool washing machine from Sears outlet that I NEVER required service on and now regretting that I left at my last house due to an out of state move. Please help!

On 10/25/21, the lower glass shelf of the refrigerator spontaneously shattered, there were only a few pounds of items sitting on the shelf (see photos). I was sitting at my desk working in complete silence when I heard it shatter, I had not opened the fridge in about 2 hours.

This is an extremely dangerous product, I had to throw away some of the food from above and below (both drawers) because the glass shattered into so many pieces. There is no reason for this to happen, this product needs to be recalled and replaced with something metal/rigid plastic, my cat grabbed a piece of glass that fell after I opened the door, and luckily I was able to wrestle the piece away from her before she swallowed it. I can't imagine some child opening the door to have an avalanche of glass shards fall into their eyes

I called customer service and they had the gall to tell me that my warranty is still active (purchased on 12/28/20 and the serial number is 0CEA43ANA01293F) but that this part does not fall under warranty? Is this a joke? At the very least someone from Samsung needs to acknowledge their fault here and send a replacement part.

I am p. Madhavi from pulivendula town kadapa district, andhrapradesh, I have given my single door refrigerator for repair on september 14th 2021 till now it was not repaired, no status regarding updated. I have vexed up by waiting kindly consider this and do needfull. Worst service I have seen from samsung.

Thanks,
P madhavi
[protected], [protected]
Pulivendula
Ysr kadapa
Andhrapradesh

Trying to get someone to repair it. We bought 4 door french fridge It was making a lot of noise called Samsung made appt for technician to come out on Friday the canceled it because there was emergency, evidently only one tech in MD now they can't come out to next Thursday. Also the door is rusting on it, they were not concerned about that either. It is eight yrs old just my husband and myself no abuse. Now the icemaker won't work, I will never buy an appliance made by SAMSUNG OR LG. TVS fine

I will never again buy anything you sell because they don't know to keep run . I have lose money because the tab wouldn't show any of my picture on facebook market place and my gallery. This is the second one that i brought. It act like it want to come on but don't

Half of my touch screen stopped working. Screen itself was fine. Contacted Samsung they said digitizer repair $99. After paying and mailing it in. They called and said they want to replace the screen and digitizer at a cost of $328. But there was nothing wrong physically with either of them. I asked to speak with 2 supervisors, explaining I already paid for the repair. There is no physical damage in any way why should they change the LCD screen at such a high cost? I felt this was misleading and dishonest. Clearly it was a software issue. Either way the repair was listed as Digitizer repair $99. They should be honest and stick to the cost quoted and paid for!

I purchased a Samsung Washer on 5/5/21. By 10/1/21, it no longer would spin. I tried calling Lowe's where I bought it who referred me to Samsung repairs. I call them and after playing service technician with guy on the phone attempting to repair it, we exhausted all possible resources and he agrees I need a technician. But can I make an appointment? NO! I have to wait several additional days for a company named Cyber World to even call me to finally actually make the appointment. I don't have time for this! I NEED this machine! I paid almost $900 and it didn't even make it 5 months. I had a local guy repair it (cost me $214.50) he tells me if this doesn't repair it he would need to replace whole motor as well as that is the only way to fix it. I was in the middle of second load to wash after repair and guess what? NO SPINNING AGAIN! I had to removed about 40 lbs if soaking wet towels and transport them outside (from my second story) to wring them out enough to put in dryer. I attempted again to have the machine repaired but I was again given a far off appointment date which is unacceptable! This machine was UNDER WARRANTY! I have just ordered another brand of washer to be delivered this week! You all ripped me off! I am furious and should be reimbursed for this machine! I am 60 years old and not in great health and don't have time or energy to keep being jacked around on a good faith purchase! You received ALL my money immediately but I cannot count on you! I want reimbursed.

My case file number with T-Mobile is [protected]. My name is Vicki Green [protected]. I sent my Samsung Galaxy Notebook20 Ultra to be unlocked because the phone was not accepting the unlock code in the AT&T store or the T-Mobile store. I used the bar code you gave me to ship the phone in October 2021. I received a call from you stating the phone is fixed. I pray they mean unlocked. Anyway, you wanted a receipt with the IMEI number printed on it. I called Ms. Christina Castro with the AT&T Office Of the President who stated they do not put the IMEI number on the receipt due to infringement issues. She asked me if Samsung would accept a letter from the AT&T Office of the President stating this along with the receipt showing the phone has been paid for in full. I spoke with Emerita badge number [protected] in Tech support who informed me that I would need the Proof of Activation with the IMEI number. She told me that I would have to call back despite the long hold times and text a screenshot to whoever service my call so I can get my phone back. I spoke with Ms. Castro with AT&T who said she would see if she could get the proof of activation with the IMEI number. She wasn't sure because she was NEVER asked to do this before.

I own a Samsung TV, Cell Phone, and Washing Machine because I thought your products were exceptional and your customer service was exemplary. Unfortunately, I was wrong. I'm going to slowly phase out one product at a time and get rid of anything Samsung. I've been a loyal Samsung customer for over 15 years without any problems but this really, really horrible experience as well as the long hold times, very poor customer service is enough to keep anything Samsung out of my home. The FCC gave me a website for merchant complaints that is my next stop if this proof of activation option doesn't pan out. I will take this as far as I have to. I refuse to allow Samsung to stel my property.

The icemaker broke and was leaking from the bottom. Now the cooling drawer is freezing everything. My floor is ruined from the leaking refrigerator. The refrigerator is only 3 years old. The icemaker cost $385 and what will the drawer cost. I am entirely fed up. I'm retired and on a fixed budget. Please help me with this costly problem. I called Samsung they got a work order started and I was flabbergasted that I was asked for $139.99 for a service call. I also just purchased a Samsung top of the line washer and dryer just this past January😫. Please help make this right.

4 October 2021
PG Brown
[protected]@gmail.com
[protected]

DearSir/Madam

On 6th September 2021, I purchased a Brand new pre paid Samsung Note 20 5G from a Samsung store in Cannal walk Cape Town which I came to believe is a refurbished device.
The whole story is in the latter part of this complaint which was sent to Samsung on the 13th September to which they never replied to me in writing other than a phone call saying theres nothing they can do. Im still waiting for a written reply.

However, after samsung was reluctant to investigate the matter, but still within my 7 day OBF period, I took my phone to Samsung Repair centre in Bellville to see if they can tell me when my device was originallyactivated. They told me theres no way samsung can tell when a device was originally activated.. In this technological age..I couldnt believe my ears. I also asked them to check the battery as it was running down very quickly and the proximity censor also didnt always work properly. when i went to collect the phone the reception lady informed me that they cudnt find anything wrong with the battery or censor. The report is attached of which I dont understand what it all says.

I have since been advised by a samsung employee to check with the Phone Info app as to whether my phone was refurbished and the result was indeed that my device was refurbished.

Below is my complaint which was emailed to Samsung customer care on 13 September 2021, and they since never replied to me in writing other than a phone call telling me theres nothing they can do.
I sent them an email and they should reply to me in writing.
Samsung ref: [protected]

Thank You

Dear Sir/Madam

IMEI [protected]

On 6th September 2021, I purchased a pre paid Samsung Note 20 5G from Your Samsung store in Cannal walk Cape Town.
On the 8th of the same month I returned the device to the store because there were indications that it was not a brand new device. I discovoured that Security updates and Google play System updates were done on the device in March and January 2021 respectively.
When I point it out to the staff members Wahied, Riaan and Yolanda they all had different reason to explain it away and would not accept the fact that the device wasnt Brand New. In fact the Manageress Yolanda said that the first date is set by Samsung and the second by Icasa

At one point Riaan offered to prove to me that the device also wasnt fake. When I asked him to show me.. he refused.

I aslo asked Riaan..since they activated the divice on the 6th, that they show me on their system the activation date. I was told thats only for staff.

When I aslo noticed how quickly the battery is running down I was wondering if thats perhaps the reason why Wahied told me that for the first 3 weeks the battery will run down a but until it understands the way I use the device. But im not even a lot on the phone.

I also noticed that when Riaan opened the device and was setting it up that all he did was switching the phone on after removing it from the box.
I asked him why he didnt go through the normal procedure like when a new phone is being set up the first time.. like selecting Language and country etc... he replied that he did do it.
I then told him that i was wathcing him and that none of that even came up while he had the phone.. He then had a different answer saying that nowadays on new devices those settings are automatically selected by the device itself...if so, , then why did he not tell me that in the first place.

Yes..the device was sealed and wrapped in plastic, but I know all about sealed refurbished Samsung Note 20''s being sold as new devices.

In January 2021 I bought 2 Note 20''s (at different times and different stores after the first one was found to be refurbished) from Powerbite and CA Cell respectively . Both units were sealed with a Samsung sticker wrapped in plastic but I discovoured that it wasnt new devices. Without argument I was fully refunded on both occasions. The one supllier actually offered me the device at a lower price..but I wasnt interested.

Then I decided to buy from reputable dealer Vodacom. However their device was OBF on day one. I requested a refund but Vodacom refused.
I contact Samsung and was told Samsung cant help me since I didnt buy the device from a Samsung dealership itself. So after a 5 and a half month battle with Vodacom I was finally refunded.

When I finally got my money back I decided to buy a phone from Samsung trusting this time i will get a brand new device and if I have any hassles, then Samsung has to deal with it..nomore passing the buck.

I really thought that once I buy from Samsung that my phone problems will finally come to an end ...but I just cant believe that after 8 months Im still struggling to buy a brand new Note 20. When I had problems with the phone I purchased from vodacom then Samsung told me that if I had bought the device from samsung itself they would have been able to help me. Now that I have actually bought a phone from samsung, they tell me they dont own the stores therefore they cant help me despite the fact of what they had told me previously.

I kindly request that you give this matter your urgent attention please. As you can see I could have gone for a different brand but Samsungs features and the Note was my brand over the years

As i mentioned earlier I took the device to Samsung Cannal walk on the 8th, though they wouldnt replace the device this is all within my 7 day OBF period

Thanking You

Peter

Counselor answer
Dear peter brown

Thank-you for contacting Samsung Electronics.
Your reference number for your enquiry is: [protected]

Dear Valued Customer,

Thank you for contacting Samsung Electronics.

Trust this mail finds you well.

As per our telephonic conversation Peter.

We have noted your concerns and your query has been escalated to our Voice of customer team under reference number: [protected]

A senior customer service executive will contact you with further advise on this matter.

Thank you.

If you would like any further information or assistance, please feel free to contact us on 0860-SAMSUNG [protected]) or clickon the contact us link at the bottom of this e-mail.

Kind Regards
TL
Samsung Electronics

I would like to know why I can't find the part I need for my DISHWASHER. I have had this item for about 5 years. I have looked on line, called SEVERAL numbers and everyone says this item is DISCONTINUED. I have several SAMSUNG products in my house and this is "not" the first time I have had problems. First the icemaker for my refrigerator went out (which is still not working ) My stove caught on fire and had to have a control board replaced. Now its my dishwasher. As of this time I don't believe I want to purchase any more SAMSUNG APPLIANCES. As for now I'm going to have to buy a new DISHWASHER. Guess what, I'm going to look at other manufacturers.

I would say thanks. But what am I saying thanks for.
I guess thanks for who ever sees this letter and reads it.
James Kozlowski [protected]@aol.com 10/4/2021

We bought a new Samsung refrigerator from the Home Depot and paid for installation. When delivered, the Home Depot delivery team left the plastic protection liner on the doors. I thought it would strip off like new televisions. That was incorrect. In fact, it is assembled between the layers of the doors and is very hard to remove. In addition, if is around and under the rubber gaskets sealing the doors to the refrigerator. To remove the plastic, you would have to hold the door, Hold the gasket, and with your third hand, very c-a-r-e-f-u-l-l-y cut the plastic away all around the door and between metal layers of the door's construction. I called Samsung and they told me that was an installer issue and they could not help me. I asked if I removed the plastic, using the box cutter method in the video they supplied to help me, and damaged the gaskets, would that invalidate my warranty. After some consultation, they said "yes". But they can not remove the plastic and the three trips by the installers from the Home Depot has only pulled of big pieces of plastic and left ragged pieces all alone the edges and under the gaskets. It looks like it came from the "Scratch and Dent" store. This is just absurd. Two giant companies spending lots of money on how they represent quality and very little on actually doing the job of providing a quality buying experience.

My washer is two years old and is rusting terribly. This is ridiculous. It started rusting within a year. I had my last washer for twenty years and not a drop of rust. It's rusting all around the top rim the washer and along the bleach shoot. This washer is made from inferior metal and should not be sold in any stores until they can be built properly

Received December 2020 and immediately experienced an issue. Contacted Samsung that day and nearly ten months later Samsung does not answer emails concerning safety issues nor resolve warranty issue. Carbon monoxide poisoning experienced when oven used. Flickering burner. Unable to use broiler due to strong gas fumes. Have not attempted to use any other feature of this range due to safety concerns (such as, air fryer). Cannot use back burners when preheating, using or cooling oven. Radioactivity monitor? Location of radiator and use of a "storage drawer" for only cooking purposes when there appears to be no cooking feature. No warranty in manuals.

I have been purchasing Samsung products for many years and have even dealt with customer service occasionally. I know what a product is and I most definitely what business ethics are representative of. Yes, you may have customers over the barrel when it comes to the warranty, and when it comes to your replacements it can create a hell of an expense. However, quality customer service goes well beyond the script of your employees and the defense of " I understand sir, and you have every right to be upset" I mean really! The warranty is one thing, the product is absolutely another. This refrigerator is suppose to be of quality and that means structure of every part of it. This is the second door bin that has collapsed and snapped apart at the edge. The plastic is so rigid and weak. Other fridges that I have owned had durable parts and rubber outer parts to protect the plastic as well as rubber inner lays. I have not had this product for long and that should not matter. I take care of my stuff. Your customer service neither listened nor respected me in an ethical and meaningful way. I can't means simply means, I won't! Of course they could have helped me. But their script stayed in tact as I became more and more upset. I am old school, and that is the only school. I know what decent customer service is and it is not patronizing an intelligent customer. I truly believed that your business ethics would mean more than some silly policy that only protects the company and excuses themselves from benefitting the customer for any reason at all. these bins cost a lot of money, although that is not the moral of the story. I deserved to be heard, respected and complied with. A cheap product is no excuse for a warranty defense. The bin ( DA63-08645A) that is now rendered useless I was hoping to replace, but my ethics tell me that I did not break it intentionally nor irresponsibly. Therefore, my hope is that someone on the top of your corporate latter will hear where I am coming from. The idea of a warranty is that it is there if need be, not because the product is cheap! or why even buy the product at all. Besides that, customer service needs to do everything in its power to help a customer, not find every excuse to neglect them. That is business ethics 101! Times are tough and the world is cold enough! The old school is just what is needed! It's hard enough finding a good cheesesteak! I understand business, when it is done properly! and I have been around long enough to understand these terms and what being human is. "Practice our principles in all of our affairs" At one time Macy's and Gimbels understood that!

I sent in recently my s21 ultra due to chargimg was not correct and a sims reading error. Note I paid over 1100 dolars for this phone not considerimg my 10 other samsung devices and all thats past im a very loyal customer I even went a bought a a01 while my s21 was being repaired, but after samsung got my phone they said screen was bent and needed replaced 275.00 dollars out of my pocket, so I asked them to send my phone back which I do mot have being without a income due to sickness, the phone was perfect no bends cracks seals nothing it lived in a otter box since day one your tech broke the clips and whatever else that holds camera and back plate on and literally falling off ive called and called asking to talk to higher up being on hold for over two hours without call back this is a bad dream and poor bussiness and work ethicts I truly deserve a new phone on your end of cost because ive lost alot of time and everything else included in this. Your company was gonna charge me to fix a repair you caused some one needs to call me before I brim g lawyers a nd news and television and radio in on this and brpadcast how bad your workmanship and customer service has been. The phones so bad now the otter box wont snap together this is [censored]. Gary lee mcnew [protected]

09/16/2021 phone call to customer service problem resulting in 42 minutes 56 seconds of wasted time with someone in the Phillipines.

I could not find the proper spec for my note 9 stylus and wanted a legit serial # so I could find a new one.
held for 30+ minutes what a joke.

Then needed a little guidance on synching old a51 to new note 9 I was put on hold again and after 10 - 12 minutes and finally was told it was not possible.

took a time out found info on smart switch app which i forgot about and was able to solve in minutes.

Extremely unhappy about wasting my time and tech was obviously getting paid by the call . He figured out a work around to get paid while I waited !

Samsung should figure out a work around to get the customer quick concise service.

Next step for me (when I have time is to call my "consumers reports" membership # and report this nonsense.

So frustrating

We bought a new Samsung microwave with convection and high end dishwasher about 2 years ago. I did my research and these seemed to be well liked and dependable.
Well, NOT true. Our microwave basically blew up on us and our dishwasher has cleaned well at all for over a year. Not only does it not clean well, the wheels are coming off the racks, which has caused the metal edging around the door to get bent. We're told there is nothing wrong with the dishwasher but, just this week I had to do a load 3 times and still had to rinse the dishes off and dry them. It doesn't wash glasses at all.

The microwave, who knows, they came out and said it needs some parts, but again, 2 years? The appliances we had before this, and they were not high end appliances lasted over 7 years, which to me still isn't very long at all. I had one of the first microwaves that came out and it was the bottom of the barrel when it came to the bells and whistles, it lasted 15 years before it just gave out.

I thought I could trust Samsung for a quality product but apparently not and will not even try again.

This is for service received from Samsung at 8/21/2021 for my Samsung refrigerator RH29R9000SR/AA.

I would like first to clarify that I'm a big fan of Samsung products... almost everything in my house from major appliances till SSD, everything is Samsung...

My refrigerator stopped cooling the fridge after having it for 5 1/2 years and was obviously out of warranty. Freeezer was working fine though...

However instead of calling any 3rd party company, I called Samsung to fix my refrigerator since I believed they were the only one who know their products better than anyone else hence they have product support.

The service engineer came to my house one week after the ticket opened for such an important issue, since refrigerator is an essential machine in a home nowadays, but this is something I understand since I'm not the only one who has problems with his refrigerator or any other Samsung device... The engineer after taking the screws out from the back panel that protects the PCB boards only, he put the screws back frankly in 3 minutes (!) and he concluded that my fridge is not cooling because it was missing gas (freon).
He didn't even check if the refrigerator was really missing freon... When I asked then why the freezer is working fine but only the fridge is not cooling he told me that the problem could be anywhere and he can't say...

So when I asked him a quote how much it will cost me to fix it because I paid for this refrigerator $2500 and it broke after 5 years of use, he told me that we have to change everything, the compressor, the condenser, the evaporator, the temperature sensor, the evaporator cover, the dryer, and then put some gas with dye on it in order to find out where the leak is... and even if I have to pay about $800 for all these, again it is not guaranteed that my refrigerator will be fixed, because the leak could be on the refrigerator sides (!) that are not removable and cannot be repaired!

He didn't even remove the freezer or fridge inner panels, he didn't even test the PCB boards if they are having proper voltage and ampere, he didn't even check if it is missing freon... he just took apart the box which protects the 3 PCB boards, and then put it back n 3 minutes!
And for that check he requested the diagnostic fee which it was about $88 after taxes.

I finally called another 3rd party company that they found out, after removing the freezer plastic back panel, that the freeze was full of frost because the freezer thermostat stopped working. Aparently this is a known issue with Samsung refrigerators along with the PCB boards that Samsung is aware about it... There are complaints and video everywhere how to fix this issue since it is a known issue... After changing the thermostat the refrigerator is working again... and that all it costs me less that $200 even I see the part online only costs hardly $25.

See attached photo of the initial issue that could be found easily by Samsung engineer if he simply removed the panel that protects the evaporator and has only 4 screws...

Samsung only care about getting the diagnostic fee and not really supporting the customers issues... and this way Samsung is really losing customers...

Why should I buy a new Samsung refrigerator, if it breaks that easily after 5 years of use, and Samsung says is not repairable?
Why should I buy a new Samsung refrigerator again in the future if I finally my refrigerator can be repaired but Samsung doesn't care to repair it?

Samsung made me with their answer to buy another refrigerator, spending $1500, since they scheduled their service one week later from the day my ticket was opened, and I couldn't wait for about same time if scheduling a new appointment with a 3rd party company to get a second opinion...
As I said the refrigerator is an essential need for a family with kids and can't live without it for several weeks... So after my new refrigerator was delivered which was not Samsung obviously, I called a 3rd party company for a second opinion, which they finally fixed it with less than $200 as I mentioned.