Samsung

Here's a copy of the CHAT I had because I was passed around and got no assistance from Support. Support just isn't given the necessary tools to help and there are no supervisors apparently.

9:39 AM
Hello! I'm Samsung's Virtual Assistant.

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To begin, please select a topic below

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Help me with my product or repair request
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Start by choosing the type of product you need help with.
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Refrigerators
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Now type your question or select a button that explains the issue.
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Samsung refrigerator cooling issues
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If your freezer, fridge, or other temperature controlled compartments (such as FlexZone) are not cooling, there are several things you can do. Most cooling concerns can be resolved by adjusting refrigerator settings, proper use and care, inspecting and cleaning the door seals, or resetting the refrigerator.

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What cooling issue are you experiencing?
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Refrigerator or freezer is not cooling enough
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It can take up to 4 hours for the display to change to the temperature you have set and up to 28 hours for the refrigerator to actually achieve that temperature, if the doors are not opened.

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Leave 2 inches of clearance at the back, top, and sides of the refrigerator.
Heat has to go somewhere. If the refrigerator is in too tight of a space, the heat will be unable to leave the refrigerator and will stick around, keeping it warmer than it should be. A 2 inch gap on the top, back, and sides is enough to allow air to circulate the heat away from the fridge.

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Keep food 2 inches clear of the vents, and your fridge at least 2/3rds stocked.
Similar to the outside of the refrigerator, you need air circulation inside the refrigerator as well, or the hot, moist air will have no way to leave the compartment. The vents in the back of the refrigerator need the same 2 inches of space that the outside does, to allow the heat to be sucked out through them.

For the rest of the refrigerator, the more stocked you can keep it (at least 2/3 full) the easier it is for the fridge to keep cool, since food is much easier to keep cold than air is. (This is especially true when you open the doors and all the cold air whooshes outside and gets replaced by warm air.)

Here's some tips for stocking the refrigerator:

The more containers that can be sealed and stacked, the better. Not only will this help keep moisture levels down, it also helps keep things organized, which means you spend less time with the doors open.
Put fruits and vegetables in the crisper drawer(s). This will give you the same benefits as using containers with lids and help them last longer.
Keep the most perishable food away from the doors since that is the area that gets hit with warm air every time you open the doors.
If you've still got a bunch of open space, add some water bottles.
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Keep your fridge cool, inside and out.
It almost goes without saying, but remember to adjust the settings on your fridge and set the temperature lower. You can also use settings like Power Cool to give it that extra oomph. Summer months are often much warmer than winter months, so the effect of opening the doors to get food out is that much stronger on the fridge. Having it colder in the first place can help negate that effect. For instructions on how to set Power Cool on your model, or set temperatures for compartments like Cool Select or FlexZone, see your user manual. Also check out our guide for what temperature you should set the fridge to.

Similarly, don't make your fridge work harder than it has to. Keep it in a climate controlled area, out of direct sunlight and away from other heat sources like an oven or cooktop. Also, an environment that's too cold (below 55 degrees Fahrenheit) will cause the refrigerator to struggle, which can actually reduce cooling performance.

And finally, avoid putting hot food in the refrigerator. This can actually lower the shelf life of any other food you put it next to as it can heat up to room temperature again before the fridge is able to cool the compartment back down. It's like if you took everything else out of the fridge for a few minutes, just to put the hot item in. It's much better to let the item cool off first before you put it inside the fridge.

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Keep it clean, especially the seals around the doors.
The seals on the doors are what keeps the heat out. If they get dirty, even the slightest bit, they can fail to create a vacuum seal, which leaves a hole for warm air to constantly get in. You'll want to keep the seals clean to prevent this.

Ideally you should give the seals a quick once-over every month or so (using a damp cloth with mild detergent), but as long as you're doing a thorough clean annually it should be fine.

You can test if the vacuum seal is working using a dollar bill. Put it halfway in the door and then close the door on it. If you feel slight resistance when you pull it out, the seal is working. If the bill slips out easily, clean the seals. If it still slips out easily after that, or if you notice during cleaning that the seal is warped or damaged and you're unable to push it back into place, please visit our Support Center to request service.

Note: New refrigerators that are not level left to right may fail the dollar bill test because the doors are not aligned correctly. See our guide for leveling the refrigerator.

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Keep the doors shut.
Every time you open the doors, all the cold air in the fridge leaves immediately and warm air comes inside instead. You can reduce this effect by keeping your refrigerator well stocked so it has less empty space, like we mentioned earlier.

Our Family Hub refrigerators (and some other models) have cameras on the inside of the doors, which allow you to view what's inside the refrigerator without opening the doors (or even remotely, like while you're out shopping). If your model has internal cameras, simply add it to SmartThings to take a peek inside with your phone. (Family Hub models can just use View Inside on Family Hub.) Try to get in the habit of browsing this way instead of standing with the door open.

Another helpful tip is to stay organized, such as using sealed and labeled containers that can be stacked, and keeping fruits and vegetables in their assigned drawers. The less time you spend looking for things, the less the doors stay open.

And finally, if your model has a separate compartment for a Flex Zone, keeping the most common items like snacks and beverages in it can reduce how often the doors are opened for other compartments.

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Check for an error code or blinking display.
In most cases, if something is actually defective in the cooling system, your fridge will show an error code.

If your fridge's internal self-tests pass but your fridge detects that the compartment is too warm anyway, it will blink the temperature display. Some models will also chime.

If neither of these things are happening, we're pretty confident that your refrigerator does not need service, although the previous steps may help you to keep it even cooler.

Don't forget, if you've made a change in any of the previous steps, make sure to allow 28 hours for the fridge to achieve the set temperature. If after 28 hours the fridge's display is still blinking, please visit our Support Center to request service.

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Check if your food is spoiling.
FoodSafety.gov has an extensive chart for how long food stays good when stored in the fridge or freezer.

If you have performed all of the previous steps and your food is spoiling before it should, please visit our Support Center to request service.

9:39 AM
I hope I was able to assist today. Was I helpful?
9:44 AM
No, show more solutions
9:44 AM
What cooling issue are you experiencing?
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Refrigerator or freezer is not cooling at all
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If you have a Top Freezer model, make sure the compartment(s) are not in Off mode, which disables cooling. Otherwise, if your refrigerator is cooling in at least one compartment correctly but in other compartment(s) it is not cooling at all, start at Step 3.

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Make sure the refrigerator has power.
Unless the refrigerator is in Sabbath mode, the lights should come on when you open the door and the panel should have at least some of its lights lit (although they may not come on until you touch the panel or open the door).

If the refrigerator does not have power, visit our guide for troubleshooting specific to that issue.

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Check for Cooling Off Mode.
If the display is showing OF OF, O FF, OFF OFF, or scrolling temperature bars, the refrigerator is in Cooling Off Mode, sometimes called Demo mode or Shop mode. The refrigerator will not cool in this mode and turning off this mode will make the refrigerator cool again.

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Make sure the doors are closed and the seals are working.
Refrigerator rubber gasket

To see if the doors are sealing, put a dollar bill halfway in the door and then close the door on it. If you feel slight resistance when you pull it out, the seal is still working.

If the bill slips out easily, clean the seal all around with a mild soap and damp cloth. If the dollar bill test still fails, please visit our Support Center to request service.

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Power cycle the refrigerator and wait 2 hours.
Unplug the refrigerator or turn off power at the circuit breaker, wait 5 minutes, and then restore power. In most cases, cooling should resume normal performance within 2 hours.

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Request service.
If the issue continues after 2 hours, please visit our Support Center to request service.

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New refrigerators that are not level left to right may fail the dollar bill test because the doors are not aligned properly. See our guide for leveling the refrigerator.

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I hope I was able to assist today. Was I helpful?
9:44 AM
No, show more solutions
9:44 AM
What cooling issue are you experiencing?
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Freezer or freezer and Flex Zone are not cooling (RF22R7*, RF24R7*, RF28R7* models)
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Touch and hold Door Alarm for 3 seconds until Control Lock is disabled.
These models have Automatic Control Lock, so if you do not interact with the panel, it will automatically lock itself again.

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Set the temperature to 37 for Fridge and 0 for Freezer.
If the refrigerator was already set to these temperatures, please visit our Support Center to request service.

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Leave the freezer and Flex Zone doors closed for 6 hours.
You can open the refrigerator compartment if you absolutely need to, but we recommend just keeping all of the doors closed during this initial cooldown period.

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Request service.
If the freezer or Flex Zone is still not cooling, please visit our Support Center to request service.

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Would you like to schedule your own repair?
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No
9:44 AM
If you have any additional questions or concerns I can connect you to someone who can help. Would you like to chat with a person?
9:44 AM
Chat with a person
9:44 AM
I will be connecting you to a Samsung expert who can help. Samsung experts are a group of our most knowledgeable users.
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Before I connect you with a person, can you please share your first and last name?

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Susan Garabedian
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Can you please share your email address?

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adorned.[protected]@gmail.com
We are notifying top Samsung experts. It usually takes 1-2 minutes.
The Samsung expert routed the conversation to a Samsung Care Pro.
9:47 AM
I will be connecting you to a Samsung Care Pro who can help.

You are connected with Sravan Me from Samsung Care.
Sravan Me, SAMSUNG Care Pro
9:47 AM
Welcome! The Samsung messaging platform works just like text messaging on your phone. You can respond to us at your preferred pace. An agent should reply within 3 minutes.
9:48 AM
Hello Susan!
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How may I help you?
9:56 AM
I can't get anyone to answer the phone been on hold 30 minutes
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I have a work ticket for repair
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but the place you referred me to doesn't work on refrigerators
9:57 AM
they gave me another number to call
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but they don't work in my area
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I spent 7k on this refrigerator, and now the freezer doesnt work!
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the "elite service" no longer exists
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and now I've been bumped from "support tech" after "support tech" all morning-
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HOW DO I GET SERVICE TO MY REFRIGERATOR
9:58 AM
My ticket # is [protected]
9:58 AM
I purchase in 2018 from Home Depot
9:59 AM
Are you there, or is this more the same- Samsung Scam!
9:59 AM
Sorry for the inconvenience caused.
9:59 AM
I'll quickly go through the ticket and help you accordingly.
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Fingers crossed -
10:02 AM
Thank you for waiting.
10:03 AM
I've called all tech in my area- Samsung needs to resolve this
10:04 AM
it's ludicrous that I purchase a refrigerator that can't be repaired!
10:04 AM
I expect more from Samsung- I am a Samsung owner for many products. This is unacceptable
10:04 AM
Upon checking, I see that the ticket is canceled by the team as they as the assigned service provider is not working on the refrigerator. nnAs per the ticket details, the team as requested you to please contact service provider and get the unit repair and get back to us.
10:04 AM
I WAS going to get the washer and dryer this spring so I can link, not now!
10:05 AM
Are you not reading my chat? THERE IS NO PROVIDER AVAILABLE!
10:06 AM
This IS me getting back with you - Unfortunatley I've been on hold now for 40 minutes with Samsun Support on the phone as well after calling all techs in my area-
10:06 AM
We truly apologize for the inconvenience you may have experienced.
10:07 AM
so that's all I get? an apology? No repair service sent?
10:07 AM
Thank you for being a loyal customer for Samsung.
10:08 AM
I am NO LONGER A LOYAL CUSTOMER AND I AM SPREADING THE WORD TO HOME DEPOT, BEST BUY ALL MY FRIENDS NEIGHBORS AND ASSOCIATES AS WELL AS SENDING MANY LETTERS TO CORPORATE/YELP/GOOGLE AND ANYTHING ELSE I CAN THINK OF IN MY SPARE TIME - NEW MISSI

I purchased this handset new direct from Samsung France 24/7. It suffers from very poor network performance admittedly in the rural area in which we live which has poor reception. Always dropping the signal. Consequently I've had to resort to using an old battered iPhone 8 which does work without issue and is reliable. Okay these issues are a fact of everyday life when using tech items. I contacted Samsung 4th January but despite numerous calls to both FR and the UK (who don't want to know and specialise in busk passing despite the fact I'm English) not one person within the Samsung organisation has bothered to take ownership of my problem or even done what they promised to do. I received an email from Simona 13/01/2021 suggesting they send out a return label but despite several replies to this email I've still heard nothing. I confirm that I've made sure all software updates are current and have also carried out a full factory reset. All to no avail. Certainly It's the last Samsung product I ever buy!

The Samsung A20 I have worked well at first. Plenty of storage and room enough for the apps I liked to have on the phone, this despite over 650 megabytes of bloatware from Samsung.

There was once over 1.5 gigabytes of storage available until T-Mobile and a random third part began to add bloatware as well.

Now, even after removing four apps used almost daily there is less that a gigabyte of free storage, not enough to do anything with when it comes to updating apps.

Transaction failed in Samsung Pay ID:[protected]
Amount was debited and credit was failed.

I have owned 2 note 8 phones. The first one totally died one year after I purchased it. I lost all info, photos and contacts. Samsung sent me another note 8. Great I thought. WEll, the battery went south, swelled up and cracked the case and killed the phone. I went to 3 places to try to get my information, photos and contacts downloaded and all three places told me the phone information was not retrievable due to the damage created by the battery.

So no hove no phone and will warn all the people I can that Samsung phones are trash. I was told by the repair places I visited that I was luck y the phone had not burst into blames in my pocket.

Thanks alot Samsung. Your phones are crap and I am out of a phonel

Our fridge is about 5 yrs old & for the last 15-18 months the ice maker/H20 unit hasn't worked properly. The ice maker freezes over & has to be manually defrosted about every 10 days & the H20 isn't available a good share of the time - till the fridge goes thru a complete cycle. I've contacted Customer Support many times all during 2020. At first Samsung agreed to replace the unit free of charge, & gave me a ticket # for a repairman, but the repair company called us with the message that we were not in their area & we should find a repairman in our locale. We live about 40 miles from Kansas City & I cannot be convinced that Samsung doesn't have means of finding a repairman in the KC Area. The last time I spoke with an agent (in Dec. 2020) everything was basically "dumped in my lap" & I was told I would need to find a repairman on my own. I asked how the charges would be handled & was told I would need to pay parts & labor then send the invoice to Samsung for reimbursement. Who in the world has an extra $1000.00 - $2000.00 in the pocket & how soon would I be reimbursed? It's impossible to do this when you live on a fixed income! Now I'm stuck with a defective fridge. I'm fed up with the "run around" I've gotten for the last solid year & I will not buy another Samsung appliance plus I will not hesitate to share my experience with others!

Good Day

I upgraded in Dec 2020.
Sent proof of TV account paid up to date. (attached below again)
Yet you still deny me getting the FREE TV with the phone upgrade I had. Ref: 425xjpehn)

I have phoned on numerous occasions asking for someone to phone me back to see what problem is, but no one, not even a supervisor like I asked for, calls me back.

I spoke to Saiph again this morning Tue19 Jan, but yet, still no joy.
I send emails on 21 Dec to verify, yet nothing.
I spoke to Zunaid today Friday 22, no joy, also go escalate like everyone else.
Teamlead again not avail. They never are.

I now giving one more chance to resolve this before I take it up with the ombudsman as I have never ever received such bad service ever and I was a full believer in Samsung, but now, not again.

As I''ve told the customer care before, the email used was [protected]@gmail.com
I don''t often use it, that''s why I use this one.

Pls, respond and honor your deal.

Ursula Wright

This washing machine was bought new in Nov 2019. With only 2 adults living here, we do not have a large number of loads/week. Today I started a medium sized load and the machine filled up and started without a problem. Now the machine is only humming, with water sitting in the tub. The machine will not spin and appears to be unable to pull water or run a cycle. I called Samsung today and they were not able to help. I do not feel that I should have to pay for repairs on a machine that is only 14 months old.

I have been trying to get samsung to come out and fix my fridge for the last 7 days. Please call the call centre yourself and see how bad the quality of the lines, how you get cut off, nobody gets back to you, don't collect the correct information
I now am in a position where I have to call a non samsung service provider to come fix my fridge. The service comes nowhere close to the brand. I have had such good service from the product and now that I need someone to help samsung cannot help me I have to call a general service provider.
I will think twice again before I buy another samsung product if this is the service I am going to get from samsung

I spent months saving up for my treat, and bought a twenty thousand rand, Samsung galaxy S6 tablet with attaching keyboard and S pen. I do not travel with a laptop as I was led to believe this tablet did all of that. I arrived at my hotel and set up my tablet to start working and charging it which means placing it in the upright position. Suddenly the back gave way, the magnetic strip coupled with the hinge joint that is supposed to hold up the tablet in the upright position came away and caused the tablet to fall off the table, smash to the floor causing a large crack in the screen and two small holes in the corner!. After I arrived back in the country went back to canal walk where I purchased it and was told they will not replace the screen as its seen as NEGLIGENCE! I was also told it will cost a further seven thousand rand to replace the screen! I have written to the director of the Western cape, Samsung, who has not responded either. I would like to know from Samsung how was I NEGLIGENT! I was using the product exactly as its supposed to be used!

As the one year warranty was up this piece of crap went south. I have since paid the cost of another dishwasher in repairs alone. I have now spent the cost of another dishwasher to replace it. I also bought your washer & dryer & have had problems with your dryer. Because the problem is intermittent I am unable to get it even looked at. Get out of the home appliance business because your products are useless. I have relayed this to the store I bought your products from & to the store I have bought replacement products from & to everyone I know.

We submitted a request for service, and your repair company claims they are ordering a part. THEY HAVEN'T EVEN LOOKED AT THE WASHER YET! In ordering the "Part" they keep changing our appointment, saying the part hasn't come in. WHAT PART?

NISIUSA is seemingly stringing us along for no good reason. We need to have someone here to thghten up the buzzing/vibrating rear panel. That's all we need!

Samsung ticket number: [protected]
Guy George
163 Stevenson Dr; Fate Texas 75087
[protected]

I want Samsung to contact me!

My fiance recently purchase a Note20 5g via Tmobile. Why is you fingerscreen reader not working with tempered glass . Why don't you supply a tempered screen that will work . Its very annoying to know that i can get a ALL functioning phone. Today i tried to plug in to aux type c adapter and it says it doesn't support it. Really again this is so dissapointing again. Fix the issues us the consumer is paying a lot of money for an ALL functioning phone

I paid $500 For This and it only lasted 16 months then the back lights went out and the screen got black. I took it to a repair shop and they said it's a dangerous to they catch fire and have had many complaints and it cost too much to repair

Back in September I ordered a filter housing for our refrigerator after talking to a customer service employee on the Samsung help line. The part took a few weeks to come in and when it arrived I called Able appliance to install the part. After the tech installed the part the refrigerator still did not dispense water. The tech then thought it might be the water dispenser lever on the door so I ordered that and had him install it. It still didn't dispense water. He said he couldn't fix it and told me to check back with Samsung to see if there wasn't a recall. After finding out there wasn't any kind of recall on the part I decided to get a 2nd opinion. I had to go out of town for 6 weeks to help open a restaurant in Garden City Kansas but when I returned in November I contacted Best Buy who we purchased the refrigerator from and asked if they had a tech that could look at it. Best Buys tech looked at it and said that it was the filter housing and said that we should call Able Appliance back out and have them take the defective part out return it to Samsung (J&J International)for a working part and install it. I called Able and talked to the owner who agreed to come and look at it. After removing the part and inspecting it he found that when the filter was inserted in to the housing it did not press against the tiny buttons that injected the water into the chamber. We tried 2 different Samsung filters. He too concluded that it was a defective part. What I would like is a replacement part for the one I paid for that was defective. I would much appreciate any help you can be in this matter.
I have contacted Samsung and they documented my complaint and said that a rep. with J&J International (Charles @ [protected] ext.209) would contact me which he did and left me a message. I have returned his call three times and left a message but still haven't heard from him. Also Sonia from Samsung sent an email with a ticket # [protected] to track the request but I have called both Samsung and J&J International and neither one of them said they had no such number on file.
Thank you

I have been waiting since 17 December 2020 for some person to attend to my faulty TV and nothing has happened as yet. They book a service and then cancel on the last minute. I have to get this sorted with no [censored] from the call centre and service centre. GET IT SORTED

[protected] or [protected]

I am reaching out from last few months about billing issue and you guys not helping me. I owe you guys $3471.50 and you guys owed me $385. I am asking send me the updated payment so I can pay you guys ASAP but from last few month after opening several ticket talking to 20+ people no one helping me. I am sick of this bs. Now, I am receiving this email that if I didn't pay you guys do this "When we attempted to charge $3471.50 on your original payment method on November 6, 2020 the charge was unsuccessful. Please update your payment method using the link below within the next seven days. If we cannot successfully process the charge on December 27, 2020, Samsung will have no choice but to refer your debt for collection."
Since, Nov 6 pull my number call log and see I am trying to pay but you guys are not sending me updated payment. I am asking who may concern if you guys can send me updated balance I am more than happy to pay right away

Un ethical behavior of service personal to install washing machine.
Purchased through AMAZON. 6.0 kg inverter 5 star, delivered on 23 sept2020.
Order 408-2830503-0341160. Requested installation a week ago. The service personal wanted me to send my location through whatsapp. I told him I have a ordinary phone, not a smart phone. He identified my location in Hyderabad, since this location is known to every body in Hyderabad. It is temple bus stop KPHB colony, Kukatpalli, Hyderabad. I asked him to call me once he is there and my house is the fourth building, I will receive him at the temple bus stop. He said to me to keep a helper ready for him. I hired a helper. He promised to come at 4 pm in the evening. Then he called and told me he is not coming since I failed to send my location through Whatsapp.
However there is no stipulation that installation will not be done to those who dont share their location to the service personal, on whatsapp.
Amazon is silent on this?
The installation can be done by my grandson with essay. But there will be no warranty.
Now who is the scapegoat' SAMSUNG, AMAZON OR ME.
The supervisor who called me from Samsung installation has the number 7997293318 in Hyderabad, India. The service person number 7097455947 Friday, December 4 th.
When will the installation be done. Can I expect that Samsung can get the thing done, or say we sold our job is over? Pl inform me on what you do on this. Sridhar [protected].

Hello, my name is... and I'm writing this email because I have an issue with my phone which was sent to Samsung service center.

I bought a Samsung A20 in April-May 2020. After September, my phone stopped working properly (not connecting to Android Auto in my car, through cable). Before, the phone worked perfectly with my downloaded app-Android Auto. After September, my phone carrier updated the phone O.S. from Android 9 to Android 10, and I presume that was the moment when my phone stopped working with Android Auto. I've noticed this issue when I drove out of state and I needed Android Auto (in late October).

After this, l got in touch with T-Mobile (I bought the phone from them), I explained my issue and they put me in contact with a technician from Samsung, I did all the tests which the Samsung technician asked me to do (using phone Bluetooth connected to my car) and the conclusion was to send my phone to the service center.

I''ve went to You Break Y fix, they''ve tryed to fix the issue(blowing some air in USB connector) and nothing happened.

I''ve called Samsung service center, I explained to the service assistant my issue with the phone (my phone is working fine except the connection through the cable to Android Auto app from my car). I received a service ticket number, [protected]

I sent my phone and after a few days, I received an email telling me I have to pay 160$ for phone repairs because it is out of warranty due to some water inside the phone. This phone DID NOT see a drop of water and besides that, the technician's conclusion was that the Bluetooth connectivity is bad. As I said, my phone worked fine with Bluetooth, I was able to listen to music through Bluetooth, I was able to connect my speaker through Bluetooth and I talked with a Samsung technician via Bluetooth.

How is this possible? I sent a product with a specific issue and received an answer that is unbelievable (bluetooth issue)

Anyway, the Samsung representative, when I called back for clarification, she acted like a human-robot. She was not listening to my explanation. She was not doing a small move to show me she is interested to solve my problem in a way or another. Shame!

To confirm my request to Samsung service, please ask for the recorded conversation when I received my service ticket number, and you will see, I asked for Android Auto connectivity through cable and I received a Bluetooth issue conclusion.
For your response please use my email (attached to ticket)

Refrigerator purchased 09/18/2016 has rust on back panel due to condensation. Area is growing. Also problems with ice maker since beginning. Efforts to get resolution locally ineffective. Spent an hour on the phone with Samsung product report with no satisfaction. Totally dissatisfied with customer support. There is no way to easily register complaint. No help locally or otherwise. This product is only 4 years old. My last refrigerator was over 30 years olds and still running when I built a new house and replaced all appliances with Samsung appliances.