Samsung

Samsung, bad quality, worse customer service

I purchased this Samsung 55" 1080p Curved LED Smart TV (UN55K6250AFXZC) about two months ago. After I installed the legs to the TV, I noticed the TV was not level. One side was about one centimeter higher than the other side. I disassembled the legs and reinstalled quite a few times. No matter how I tried, it was still the same. I called Samsung’s customer service as it was still under their one year warranty. They passed me to a so called executive relation agent, who denied that was a quality issue and insisted it is not covered by their warranty. I said this is obviously a manufacturing defect due to poor workmanship, which is covered according to Samsung’s warranty. He said customer should report this kind of issues within 48 hours of purchase or Samsung is not going to do anything about it. I asked where this 48 hour rule is communicated to the customer, in their warranty, manual or even the recipe? He said that was in their internal documents. I asked how can you require customer to do something that is never communicated to the customer and use that as an excuse not to honour your own warranty when customer didn’t do it. He said “yes we can”. So basically their “one year” warranty is only good for 48 hours and they can come up with any excuse to deny their warranty according to their “internal documents”. And the agent actually hung up on me. It was the worst customer service I had ever experienced.
After that I visited a few stores where this TV was on display and I noticed quite a few of them actually have the same problem, which indicated that this is a common problem for this TV. If you have one at home you might want to check it as well. Have the TV sit on a flat surface and measure the height of the left and right sides of the TV, you will see whether it is level.
Samsung is having safety issue with their Galaxy Note7 and is also recalling their Top Load Washing Machines due to physical hazard (http://healthycanadians.gc.ca/recall-alert…/…/60872r-eng.php), these are not isolated incidents. They are indications of Samsung's quality system is falling apart. I will never buy any product with a Samsung logo on it again for their unstable quality and the terrible customer service they are going to provide.

Dear Samsung,
My name is Joel Valcin, I have been a Samsung fan for a while, ever since the Galaxy S came out. I have owned multiple Samsung devices such as, Samsung Smart TV 7500 series, cell phones i.e galaxy S, S3, S4, S5, S6, Note 2, 3, Gear s, S3 and maybe note 8. The reason I said maybe, I already pre-ordered the note 8, but as of right now, I am in brink of cancelling that order. All these devices can be confirmed under my registration account including my Samsung note 8 order #D6B1VL17.

Now let's talk about the case in hand. My repair ticket number to the gear S3 is [protected]. On August 10th, I contacted Samsung in regard to my Gear S3 because the screen stop working. I mailed it as requested from Samsung service repair, and about two and a half weeks later I received the watch back. I was happy Samsung took care of the watch and resolved the issue. I also received a phone call from customer service apologized for not returning the watch sooner because after fixing the watch, it failed quality checks therefore had to fix more parts from the watch. Unfortunately, after about two weeks, I started experiencing the same issues as before where the screen turns green and yellow unable to see the contents on the watch. I contacted customer service once more, and return the watch for a second time. I just received the watch from Samsung repair shop with a statement stated that after examination it has been found that the watch is unrepairable due to liquid damage.

I called the repair shop to ask what does that mean, after I spoke to the associate and manager, he says there is nothing their can do about it. First of all, I did not put the phone under water. This is what I do not understand, I had the watch for nine month never had water issues with it, now I had it for less them 2 weeks after it was repair by Samsung all a sudden it has liquid damage very convenience for the repair shop to say the least. I did not take the watch to water, unless the repair shop failed to seal the watch the way it was before conducting repair to it.
I am very dissatisfied with Samsung repair shop and giving Samsung a last chance to make this right. I would hate to see Samsung lose this loyal customer who championed Samsung products to all my friends and family. I am not cancelling my note 8 order awaiting Samsung's response in this manner.

I may be contacted by email at [protected]@gmail.com or [protected]

my details:
Hiwa Flavien
[protected]

dear, I am a user of your product since a couple of years now. but I am highly dissatisfied with my last purchase of the Samsung galaxy S7 edge.
the device fell down and the screen got damaged (with is my fault) and after a couple of weeks the system started malfunctioning. I brought back the phone to Belgium since it should still be under warranty but they sayed that since the screen is damaged the warranty has no value. I am very much disappointed because the problem is software and not Hardware, touch etc is working perfectly.

I have literally more than 5 Samsung devises here at home (Samsung gear S3, Galaxy A3 - 2016 model and 2017 model - Galaxy S6 that I bought together with the S7 in Media market Brussels Samsung J, etc)

Since I am a Businessman that travels a lot in many countries(Malawi, Mozambique, China, Dubai, ...) I need to have a phone that is strong fast and has all the futures that I need in my business, now I was waiting for the Note 8 to come out and replace it with this galaxy S7, due to this software malfunction I had to buy another phone to replace it before the release of the note 8.

due to this disappointment I am now thinking to switch to iPhone.

Back in April (2017) I purchased a Samsung Galaxy Gear 360 camera. After several tests I discovered that the camera cannot record video at the highest resolution for longer than about 20 minutes before it shuts itself off due to overheating.

In addition, the required Android software crashes often and takes hours to render minutes worth of video (even when used on the "supported' Samsung phone). The desktop software also has bugs in that causes video to wobble.

I made several attempts to rectify the problems with Samsung including sending the camera to them for "repair". They claimed that the camera past a host of tests that it could not possibly pass as the features listed are not part of the camera (I.e. making phone calls). They also failed to try and record video at the highest resolution.

In the end Samsung refused to do anything about the poorly designed camera. This despite video evidence I have that shows the camera shutting down on its own and countless other users complaining of the same issues.

This refrigerator was purchased May 2015 and stopped working freezer and refrigerator July 17, 2017. I have a 5 year warranty, after many calls and repair people coming out and noting this could not be fixed and we were to get reimbursed for the refrigerator from Samsung (their code [protected] for replacement). I have called Lowes customer service and Samsung customer service numerous times on hold and get the same story to wait another 48 hours..well I have waited well over a month and get zero results was without a refrigerator for over a month and forced to go out and buy another refrigerator. It has been expensive of having to eat out for over a month and losing all our food not to mention the total frustration of trying to resolve this. My Samsung ticket is [protected] we were told to cut the cord and remove serial number I have pictures documenting this . We are still waiting for our refund of $1328.10 plus tax. I have backup documentation on all this.

I bought Samsung Galaxy S8 and we got the coupon for wireless charger so we ordered it through the website on 13th Aug'17, Samsung India eStore but till date I have not received any tracking details even the product is not yet dispatched .I need answer why it is taking too long to deliver the product, every time I call up the customer care, they only say a single line, it will be delivered within 30 days but still no progress as its going to be a month .
kindly sort it as soon as possible and I need the proper explanation from the concerned department why there is a delay of so many days and when it will be delivered to me ?

I bought a vacuum cleaner from Samsung dealer in Cairo Egypt on 10th of March 2017. It had 3 times repeated failure till now. I went to costumer service and each time I take and after using I find the same problem. Now after 3 repeated failure they do not agree to change it with proper one. The serial no. Is
0AF18FAH800185
CODE NO. 24-05-1032
my email is
[protected]@hotmail.com

Our ice maker has been freezing over for about 6 months, when I call Samsung they told me it was no longer under warranty. They gave me a number to call to have a certified Samsung repair person come out and look at it. We were told it would be $85.00 just to come look at it and $45.00 for the repair. We didn't like the amount so we started calling around and found out that there aren't many repair people who will even touch a Samsung Refrigerator. That sent up a red flag right away. I called the original company back and it took a week to get a repair person here. Once he arrived he instantly knew what the problem was and it was going to cost us over $500.00. He says they have a major design flaw and that Samsung wont admit to having the problem. I contacted Samsung asking for them to at least supply the parts and I would do the labor. They told me that it was basically my problem since I am out of warranty. I have read so many complaints and it proves they have a problem but the wont fix it for us. Never again will I purchase a Samsung product.

Beware of samsung technicians surgical strike on your functional white goods / appliances

You should never ever call up samsung call centre to avail samsung technicians’ support.

Even when there is no issue with the tv set (Especially, when the cable services to the entire housing complex is snapped due to the monsoon deluge / or other cable related issues better known to the service provider & there is intermittent issues from the cable service provider); just to satiate your doubt whether the tv set has any issue or not; even by mistake, if you ever avail the services of samsung technicians’ and despite paying them their visiting / consultation charges; they will sabotage the functional product & will make it redundant!
The samsung technicians are trained to kill the functional product and or to run a parallel refurbished market in a quid pro quo with their service partners’; in a surgical strike on home appliances by getting into your home & sabotaging your functional product; so that you are coaxed to buy a new product from them.

Hence, customers are forewarned not to call samsung!
They lack business ethics & have been cheating gullible indian consumers.

http://economictimes.indiatimes.com/news/international/world-news/south-korea-divided-over-imprisonment-of-samsung-heir-lee-jae-yong/articleshow/60235131.cms

http://timesofindia.indiatimes.com/world/rest-of-world/like-father-like-son-samsung-heir-convicted/articleshow/60221912.cms

http://www.deccanchronicle.com/technology/in-other-news/260817/south-korean-court-sentences-samsung-heir-to-5-years-prison.html

Purchased a Samsung refrigerator (RT38K5062GL) in 28th Sept 2016. I found that the fridge is not cold and there's ice build up in back wall of the fridge in early December 2016.

Called the service center and they send a man to look up for the problem. The man told me that he ordered a new parts (which is the back wall of the fridge) and replaced it on 12th December 2016.

But good times never last for long, the same problem occured again in June 2017. I called the service center again and they did the same thing again replaced a new back wall of the fridge on 21st June 2017.
And now August 2017 the same problem happened again...

I am very unhappy with this and I would appreciate that Samsung would refund my money back so that I can purchase another new refrigerator or replace a whole new refrigerator for me.

Please treat this message as Extremely URGENT and hope that my problem can be resolved ASAP.

Just want to let everyone know DO NOT BUY SAMSUNG Appliances. I have three of them a washer, dryer and dish washer. My washer and dryer have been repaired at least 10 times or more and my dryer is not working again and of course the warranty is out on it. My dish washer is not even a year old and the panel board went out on it and thank God the warranty will cover it. Also my washer had a recall and they sent me a new setting sticker to cover up my old one instead of replacing my washer. I promises I will NEVER BUY ANYTHING SAMSUNG MAKES AGAIN!

Samsung Electric Range Nightmare
Model # NE58F9710WS/AA
Purchased July 2016
Home Depot Matthews NC
I purchased this double oven in July of 2016. I noticed during the year it was not the best performance but it was working.
Here is a log of what has happened during this process.

July 3, 2017 Celeste
After making dinner using the oven and then removing the cooked food the control panel faded to black and the range became unresponsive. I called the next morning (spoke with Celeste) to report & was told my oven was under warranty until July 28th and a repair visit was scheduled. I was told on that phone call that if the same problem re-occurs that Samsung will extend my warranty on that issue. Ticket # [protected]
I then called Techi-time to schedule the repair. I eventually spoke with Rachel after being on hold for 15 minutes before somebody came on the line to assist me. She scheduled July 6th for repair in 9-1 pm upon which I took time off work to be there in that time frame. The morning of the appointment they called to cancel telling me they don’t have the part and will come out the next day. So then I had to reschedule everything to accommodate for repair appointment the following day.
Upon arrival the he mentioned that they just got too busy yesterday and couldn’t make it out yesterday. (I was told the part was not in)
The technician was untrained and not familiar with ranges. He told me he is used to working on dryers. He shocked himself while doing the repair because he did not unplug the range during disassembly. He was on the phone much of the time with somebody coaching him through the repair. I ended up having to assist him in holding parts so he could access behind the panel. He changed the thermostat and it worked.
July 21st 2017 Anna
After cooking and opening the oven to remove food, the panel – again- faded to black and was unresponsive. I called to report and spoke with Anna about the same issue. I requested a different service company come out to repair due to the previous experience with Techni Repair. I was promised a different company would come out. She gave me a service order # [protected]. At this time she told me that if the same problem happens again Samsung will move forward with accomodations. I asked her what that meant and she told me “meaning refund or exchange – your choice”
July 23, 2017
The same company (Techni Repair) called me to schedule the repair. I was told it would not be that company but I accept since I need to have my oven repaired and I asked that another technician that is experienced with ranges come out. Appointment is scheduled for July 25th 9-1 so I arrange my schedule accordingly.
July 25, 2017
Techni – repairs calls me at 9:12 am to say they can’t come today because “the part is not in” so they will reschedule for Friday the 28th. This is the same thing they did to me the first time as well.
July 25th, 2017 Lisbeth
Called Samsung to discuss concerns with range and repair company not being who I was told it would be. Spoke w/Lisbeth. She explained to me that my product needs to be repaired twice before they can make accommodations and that Samsung will stand by their products and customer satisfaction. I also expressed concern that if this breaks again and I am out of warranty period what can be done? I was never offered any extended warranty through Samsung. She said she would be able to make an exception for me for warranty extension of 90 days since I have had this problem. I asked if she could send that to me in writing. She said she will get authorization to extend full coverage and note my account of such. She then placed me on hold at 9:24 to 9:27 am. She came back on the line & she gave me a ticket # of [protected]. When asked about the extension of warranty, she said it would be noted and then call was disconnected before I got confirmation at 9:34 am
July 25, 2017 Mary
I called back to confirm what Lisbeth promised and Mary reports I will have to wait to hear back from the service center for repairs.
July 28th 2017
Techni repair comes out to do repair of thermostat .. working when he left.
August 17, 2017
Oven breaks again in the evening when trying to cook.
August 18, 2017 Veronica
Called to report that my oven is not working AGAIN.. Everything is unresponsive… Ticket# [protected] spoke with Veronica who is asking me for model numbers and serial numbers. I explained that there should be a sufficient record of my calling and repairs yet she is adamant this info is needed and was not previously noted. I provide the info she needs. She places me on hold briefly. Then she returns and says that I will have to submit my Bill of Sale for the accommodations to begin and provided me an email address to send everything to.
I submitted all receipts, line items receipts and repairs receipts to the email address provided twice.
August 20, 2017 Oliver
I received a call from Oliver confirming he received the paperwork and he directed me to call Executive Relations Dept tomorrow. He thanks me for all paperwork and says it should process in a couple days.
August 21, 2017 Abanoub
At 1:37 pm I called and spoke with Abanoub.. explained the situation and asked if he was in Executive Relations. He advised me he was. I gave him the ticket number issued to me last of [protected]. He goes on to tell me their policy states that I have not had 2 repairs but only 1 because the repairs were less than 30 days apart. I asked him what that has to do with the fact that my range failed 3 times within a timeframe of 30 days. He just repeated his script of “ that is our policy.” He told me I am not eligible for refund or replacement because my appliance broke too soon after the first repair and second repair. (?) This is ridiculous as it has nothing to do with the fact that the appliance is clearly defective if it keeps on breaking even after repairs. I relayed to him I have been told by at least 2 other reps that if I have the same problem after 2 repairs I would be refunded through the accommodation process and followed the directions to submit paperwork for such ‘accommodations.’
I asked for his supervisor or a higher authority to explain after getting nowhere with Abanoub. He states he did not have a supervisor available but I would try to find one. I asked for a name and he said they change every day so he does not know who the supervisor is. (?) I asked him who his super visor is and he hesitated but gave me a name of Brandon but he said Brandon was on another call and could not talk to me.
I was on hold off and on for about 30 minutes while he found a supervisor. This must be indicative of their customer satisfaction that so many supervisors are busy talking to unhappy customers.
Finally at 2:11 pm I get a ‘supervisor’ by the name of Ayanna. I began to express my dissatisfaction with how this has been mishandled. Suddenly Ayanna pretended to not hear me even though I was able to hear her. Seems strange that suddenly when faced with a difficult situation, she could not hear me and ended the call. I waited a few moments thinking possibly a supervisor would call back the customer that is in need of assistant. No call back. So I call back again and have to go through the lengthly process to get somebody on the phone.
This time I get Rhea at 2:17 pm and again explained I need a supervisor. She puts me on hold. Ayanna comes back on the line. I asked if we were disconnected or she hung up. She said I was unresponsive. I asked why she did not attempt to call me back as a supervisor would normally do. She said she was busy talking to other customers. This is extremely poor handling of an “executive relations” problem and doubtful (or shamefule) a supervisor would be trained in this manner.
Again, I got nowhere with Ayanna as she was just reading a script and now tells me now I have to have 3 repairs before accommodations are to start. The story keeps changing to the benefit of the company to string me along long just enough to get me out of the extended warranty for this item. She said all she can do is request to have another repair. She tells me somebody will call me in 24-48 hours to schedule another repair.
This is a blatant attempt to exhaust the consumer and push them out of the warranty period so as not to have to “accommodate” or account for the poor quality of the product that I paid a lot of money for just 1 year ago.
If the policy has suddenly become that no repair can count towards the accommodation process unless it is 30 days apart from the last repair and now it must be repaired 3 times before giving the refund; well, that conveniently would put me past the so-called exception extension of 90 days warranty.. 3 repairs 30 days apart before accommodating? I would like to know who this is accommodating other than the company.
I am expected to either live with a broken oven without calling for repair until 30 days from the last repair just so I can have the hopes of receiving a refund for my oven or Samsung just hopes to wear consumers out and hope they will give up trying to contact them to receive what they have been promised. I am sickened by the fact I put faith in this company and purchased their products. I will be sure to share my story with many consumer affairs sites, social sites, home depot, Samsung facebook, Twitter and the local media and news. This company lies to the consumer to benefit themselves and I am out of an oven to cook for a family of 5.

I bought the refrigerator on 8th August, 2016. In less than a year, the refrigerator broke down twice. The 2nd time which was in July, again it was compressor not working. Since less than a year & twice the compressor has problem, I have requested to exchange one for one.
The technician, Rick, helped to submit the request. After that, no news for 2 weeks. I have called Samsung, but was told that nothing has been filed. I called technician, Rick, who assured me that he has submitted email & will submit again. Another week has passed, no one has called me. When I called the technician, he told me that nobody is looking into my request. He asked me to lodge to complaint to CEO!

Samsung after sales service is really bad! I don't have a working refrigerator for 1 month already!

The worst company ever. The worst service ever. Everything is terrible. We bought a tv one month ago and it stopped working. We went to the store it was bought and asked what to do. They said we have to call Samsun company and ask for a replacement. That's what we did. We were transferred many times and didn't get help. They did nothing and stopped responding to our emails. I hate them so much. Don't buy their electronics!

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.