Samsung

It all started with my Gear S2 burning a hole in the back of the watch while it was on its charger one night. I get it, any product has the chance to fail and mine was the lucky one. I wasn't even concerned with the fact that it burnt a hole in the watch itself. I called Samsung to see what options that could be done for the watch that was barely a year old and the first issue we ran into was that their system would not take the model/serial number. Well, actually the first rep couldn't tell me the right place to locate the model and serial number. They kept saying that I would have to open the back of the watch up when it is actually located in the settings. That resulted in me calling back in a second time and letting their staff know there is a much easier way to locate this information. Its okay, sometimes we aren't equipped with all the information we need. I get it.
Moving forward, after giving the information to the representative multiple times, I realized that their system was just not taking it. I took picture with my phone and sent it to them. They were not going to send me a shipping label because the system wouldn't accept their own product. Finally, they agreed to send the prepaid label and told me it would be sent in for review on if it could be repaired. I was not told whether or not I would have to absorb the cost.
I brought the watch to UPS and left them to send it to Samsung. Samsung had informed me that I would be contacted whenever they received the watch and determined what could be done about it. A week went by and then I left for vacation. I assumed I would have had some missed calls when returning but no contact had been made. I reached out to Samsung and spoke with a gentleman who kept stating that the problem was “I shipped the product with Fedex” and not UPS. I mentioned Fedex once during our call because I forgot it was UPS and they almost wouldn't let it go…
We finally checked the tracking number and it showed nothing on UPS's website. Basically, it looked like something was generated but nothing was dropped off. Okay, not Samsung's fault. I asked if the gentleman could put in a claim to figure out what happened. I got pushed back for several minutes stating for me to follow up with them instead. My main complaint (which I'll probably address more than once) was Samsung's repudiation for ownership/follow-up due to adhering to their own processes of, well making the consumer does everything. They would not deviate from any process to simply call UPS. I called Samsung first and I just thought maybe they could call around and figure out what happened? The agent eventually placed me on hold for a long period of time and came back to tell me they would submit a claim with their UPS liaison to locate said package. Now I was to wait 24-48 hours for an update.
72 hours later, you guess it; I'm calling back because of no update. The lady I was speaking to was pleasant but carried the same ideology as the previous, which was she was unable to make an outbound call. You know, because it's 2017 and technology just isn't quite there for a fortune 200 company. If you didn't read that in a snarky and sarcastic tone, I propose you go back and do so to help further illustrate my emotions towards the quality of service I have received so far. When I stated that someone was to contact me back, she placed me on hold for several minutes (15-20) only to be greeted from someone in customer relations. I was escalated to another department when I was not asked to be. I'm not someone who contacts customer service only to immediately ask to be put through to a supervisor. Those people kill me. So I was pretty amazed that they did that without asking. Well, the lady that I spoke with refused to contact UPS as well. No surprise there. She stated she would also put in a ticket for someone to follow-up with me. At this point, I'm to blame for trusting anyone from these departments to do what they say they are going to do.
72 hours later, I'm calling customer service back. This time I spoke to a gentleman that immediately offered to get me to customer relations. I guess it's in their file “[censor] won't let it go and just transfer him to customer relations.” I really haven't been rude on the phone. I've never stated that anyone there was incompetent but their policies were atrocious for not letting their representatives go even an inch outside their antiquated guidelines that make me feel like a number and not a person. So here I am, speaking with customer relations again. This gentleman stated he was going to transfer my file to their executive office because they were the only people allowed to contact consumers back. Why do trust that this will happen? Fool me once, shame on you. Fool me several times after, I'm an idiot. I did, however, decide to contact UPS now.
UPS had it in their system that my packaged was shipped. They did not have anything after this. Unfortunately, they did not have a way to screenshot or print off the information so I had to actually drive up there to take a picture with my phone. You know, if Samsung would have called and asked them if it shipped they probably would have figured out what had happened. By probably, what I really mean is, they would have figured out what happened. So do I wait for the executive office to call me back? Well, I figured I'd at least call them with news of what I found. The representative stated to wait on a call from them.
48 hours later… There is a pattern here, isn't there? I was transferred once again without being notified back to customer relations to speak with the first lady I did that was on their escalations team. She gave me an email ([protected]@sea.samsung.com) to send the picture I had showing that UPS shipped my package. She told me she would respond back via email to let me know she got it. I shot one over. Then, 24 hours later, I sent another email.
I called them again after the next day when not receiving an email in response. They agent I spoke with went over the email address that was provided to me. Okay, it's the right email. Why haven't I received anything in return? I couldn't speak with that particular person this time around because it was the weekend and apparently, their department was closed. I was told to call Monday.
Monday is here, I called back and the lady (who was super nice) stated she would figure out what was going on. 20 minutes later after being on hold, I'm greeted by someone in the executive offices (I'm assuming…) asking who I am and what my issue is. What type of convoluted processes do I have deal with to get a simple answer of what is going to happen to my watch? Samsung's vision is as followed: "Inspire the World, Create the Future.” I have yet to be inspired by my experience with customer service. The future that Samsung wishes to create needs to be outside of their customer service because it is not something one would call, progressive.
This has been one of the worst experiences I have ever had in dealing with customer service and I am always greeted by a blanket response of an apology that is without empathy or concern for losing me as a consumer. I'm appalled at the time I have spent on the phone only to feel I am no further than when I started dealing with this. I have facilitation experience of over 3 years and an MBA with a concentration in Human Resource. I don't say this to further credit my voice. I have actually given coachings/learning opportunities to Samsung agents on verbiage and how to help consumers that feel the way I do. Do I really need to do that? Should I be the one who tells another person how to communicate to me and help me out? I'm not getting paid to take care of this situation, Samsung employees are. Where is the act of servitude for Samsung customers? Where is the true empathy? Where is the willingness to take ownership and see a frustrated consumer put at ease by going above the status quo? I've given this speech to several members of Samsung and the imagery of a man beating a dead horse is all that comes to mind. My words fall on deaf ears and I'm curious if the written ones are on blind eyes. My suggestion moving forward is a simple one and is only one word: Care.
5/24/17
Well, I just had a voicemail sent to my fiancés phone (though I had asked several times to contact my number) stating that since UPS will not open up another ticket for Samsung, it is now my responsibility to contact UPS. Apparently, UPS cannot find my phone though they show it has shipped. Samsung now wants me to make claims with the company. I have made a few more attempts contacting Samsung to only get (prepare for cliché customer statement) the “run-around.” Really Samsung? You choose to use UPS as your method of delivery and when I am inconvenienced you pass me off on another company… Are you too lazy to do it yourself? Are you not concerned with the fact I also have a life outside of this letter? This is what I was referring to when I stated that I feel like a number.
Upon reaching customer service, once more, I'm asked to hold while being transferred to the executive department. I asked the gentleman if it was a long wait, he stated no. I don't believe anything that is said at this point. 27 minutes later, I'm greeted by another representative that sits in silent reviewing my file. I told him that I want one of two offers. Offer one, I would like them to send me a replacement watch for the amount of time I have spent dealing with this. Offer two, reimburse me for the watch. I'd prefer the first as I am sure it would be more cost effective for Samsung and give me back a watch. I was on the phone with this call for a total of 1 hour and 14 minutes. At the end, I asked him if he could not provide me with this offer to transfer me to his supervisor. I was placed on hold for a few minutes and he came back to tell me he was about to transfer. I asked him if he or she was available at this moment or if there would be a wait. He stated that his supervisor was available to take this call right now. I was then transferred to another number which I had to leave a voice message on! Why am I constantly lied to?
5/25/17 10:40 PM
I have yet to hear from Samsung… This has been the worst customer service experience I have ever encountered in my entire life.

samsung will not gave me a ra number to return the smartwatch, and they are changing me for a smartwatch gear s3 not the at&t one that i did not get.numbersync does not work.I have call them and email them and they will not gave me a RA number to return the smartwatch .I do have a copy of the cancel one.they only gave 30 days to return it.the one i order the SM-R765ADAAATT-order number [protected], the one i did not order that i cancel -number SM-R760NDAAXAR.this is all i got on it.

Is it just me or does the outside of this phone seem poorly made? Glass on the back and front of a phone... Really? Yes I know nothing is foolproof and it should be in a case, but dang! Maybe we should petition for a recall or some kind of compensation. I didn't have a case on my last phone and had it for 2 years. No cracks or scratches whatsoever... Didnt have this 2 weeks and the back is shattered and I noticed before it did get shattered it had scratches. This is my 3rd maybe 4th samsung phone, but it's looking to be my last. I'll be sure to pass on my complaint to anyone who will listen. Im sorry I just think for the money and the life styles of people today it should be a bit more resultant!

Our phone stopped working over a month ago after the battery started smoking when it was plugged into the charger. The phone is under warranty. The phone was mailed to repairs where they said it doesn't work because we dropped it. I asked for the technical report and it hasn't been provided. I have been on hold for over 90 min trying to get to corp issue escalation since they won't honor the warranty. Corp Issue Escalation is unreachable. Sprint says I can pay $200 for a replacement phone and Samsung says I can fix it for $169. How wrong is this?

With my Vodacom upgrade 24.09.2016 I have had endless problems with my Samsung Galaxy S7 with overheating. I took my phone to Samsung directly twice for them to check it and it still overheated after that. Eventually my apps stopped working and once again I booked it in with Samsung 08.04.2017. A month and a half later I have not receive a single call from them and I phoned 18.05.2017 and someone was going to phone me back, I phoned again 19.05.2017 for them only to tell me that the purchase document I gave them originally was not correct and they have since changed their repair process. So it took a call from me for someone to tell me this, seriously this is such bad service and I would probably not use Samsung again and will find other means of voicing my unsatisfied service with Samsung

I don't like Samsung, their phones are poorly made!
I bought my previous Samsung one year ago and it broke only after one year of using. I never dropped it or something, always took a good care of my phone, but as the time passed the more lugs showed up. Then I bought another phone which was almost two months ago and I already have problems with my phone. I have to charge it every single day because battery is a complete joke, if I don't use my phone too often and especially Internet then it can actually survive till the end of the day, but if I want to use Internet I have to be ready to charge it at least two times a day. My phone is almost brand new but already such a mess. I will not buy Samsung phones again, maybe in the past they were good, but now things are a lot different!

I purchased this television 11-28-16 and the TV is still well within warranty. I turned the TV on one day it had a black streak running vertically from to bottom. After an hour on the phone running through the trouble shooting hoops, nothing worked and a tech was scheduled to look at the TV. Ticket # [protected].

He came and took 6 pics and sent them to the ECR who immediately denied repairing the screen stating that there were signs of "physical damages to the TV". There is not one single scrape, scratch, dent, crack anywhere on this TV. The streak is on the inside of the screen and could not possibly have been caused by my husband or I who are the only two people in our household.

I have spent 3 hours on the phone going around in circles and not one single person will speak to me as if I am real person and tell me where they see "evidence of physical damage". They refuse to answer my questions and just keep talking in circles repeating the same thing over an over again.

I have sent an e-mail to the president of Samsung, Steven Kim, and am waiting with no expectations of actually receiving a response. The e-mail is [protected]@sea.samsung.com for anyone else out there who needs it.

ECR claims they can see physical damage due to a brighter spot in the screen at the bottom of the screen. You can NOT possibly tell this by a photo of a curved screen TV where color and brightness is distorted by the curve. ECR is trained to find any way possible to NOT honor a warranty and they will lie to make sure that they don't have to repair or replace their defective product under warranty. I have attached two photos of my own. The black streak is on the inside of the screen. It is not a crack and there is no other kind of physical damage on this TV. You can NOT possibly tell that there is physical damages based on a photo.

Samsung has the WORST customer service I have ever dealt with. You can't even call it "customer service" because there is none! They care nothing about their customers or making right on a defective product. This is what happens when you deal with a giant corporate conglomerate that has lost sight of the fact they would not exist if not for their customers.

Will NEVER buy another Samsung product!

The BBB has received 6318 complaints filed against Samsung. 173 negative written reviews on the BBB website. Wake up top level execs! This should matter to you! Even 1 dissatisfied customer should matter!

Samsung should do the right thing and replace the defective TV. I would be happy for a refund of the $1600.00 that I paid for the TV, at this point I do NOT really want another Samsung product.

I have a DVD player, under warranty, that keeps turning itself off and restarting. I was told to send it back, at my expense, and let the technical team fix it. They sent it back to me and it's not any better, in fact it's worse than when I sent it in. I called and talked to two different people who told me to send it back again so they could see what's going on? I am pretty sure they did this the last time I sent it in? How many times do I need to send back an item under warranty? You can review my account under my repair ticket: [protected]. Thanks

Oct 1 2016 I was so jazzed I saved money up for my brand new samsung note 7, it was my first high tech cell that I ever owned, I was charging it not even a full five minutes later my dog is barking and I see flames, scared I went to put out a fire which was my samsung note, my hand is permently burned from third degree burns I cry and sents I bought online at samsung, did the recall send in deal, offer of a new phone, I waited two weeks later I get excuses so I said refund, daily I waited and when I would call, id get more excuses and hung up on so my lawyer and I decided to sue but I get a call from samsung promicing the world plus if we didnt take to court, ok so I said ok and that was stupid cuz here I am still nothing so now I am taking this to court, crazy but I need sujestion even help

I recently received a gift of a 3 year old tablet that had never been used. It was slow so I took it to the nearest branch of Samsung which was Somerset branch. I drove over 2 hours to get there and was greeted by stunning staff when I arrived. The technician I spoke to did not know anything about my tab so wanted to keep ire for a few hours... We waited at the mall and when we went back they said it had to be upgraded with programmes from the main computer so I had to go back the next day... Which I duly did at the cost of R500 petol, only to be met by a rude technician who insisted I pay first, which I duly did R399 even though quoted R325. I was then told my tab is obsolete and cannt be upgraded as too old... Its only 3 years!... I am still waiting on my refund... I am so dsappointed in the product and the staff sadly

We bought this 65" suhd 4k tv from Costco in August of 2016 with a two year warranty from Samsung, and an additional three year warranty from four square. At the end of February 2017 our tv developed a vertical line from top to bottom which won't go away. We went through the process with Samsung to replace, or refund the tv. After three weeks they determined that our tv couldn't be fixed because they offer no repair, or pickup service where we live in Juneau Alaska. We were told that someone would contact us within a week to tell us that someone would contact us for the refund. Yes, I said that right- someone would contact us to tell us someone would contact us. Unbelievable! Ten days later, I called and was told that they would schedule someone to pick up the tv. I then told them that we had already been through that, and that they dont offer that where I live. She then told me that our claim was waiting for approval. I told her that we have been waiting for approval for weeks, and we are done waiting. It has been over six weeks now since beginning the process, and have decided to spend the twenty five dollars and go down to the courthouse and sue Samsung electronics for much more than the $ 2500.00 we spent on the tv. It is a shame as we have always been satisfied with samsung products. My next stop is the better business bureau.

Hello sir I am uzairkhan1i hope you are good and I have used your site ptc bank I have share the ads so ihave give the $ 104 so I can goto withdraw and request send so I have given this problem error page why sir please sir help I have parmently work on your ptc banck site please solve my problem. I can request you sir please solve my problem and then I can start another work. Thanks sir have a nice day
Best regard, uzair

I did my pre-order of samsung galaxy s8+ on 21st of April through garden city samsung gallary just to ensure my self with payment and process of ordering. same day successfully ordered got confirmation email saying it will be shipped in 1-2 business day via express post i can understand the delay of 1 day due to ANZAC Day however, i still dont have any update of my pre ordered samsung galaxy s8+ did speak to samsung australia customer care over the phone and also live chat with samsung australia the answer i received "this could be delayed due to overwhelming demand for our Galaxy S8 and| S8+ pre-order" my point is why would samsung say on your confirmation of pre order email and on their own pre order sale of Samsung galaxy s8+ web page it will be delivered in 2 business day. i am really disappointed with the service and not happy with the samsung at all.

I bought for my sons 2 galaxy s7. After a short time in one of them the glass of the rear camera had shattered spontaneously. The phone has never been dropped. It was very disappointing... Anyway, we went to the israeli agent sinai (http://www.samsungmobile.co.il/) store and they convinced us to buy a warranty for the 2 mobiles even that they probably knew it is a quality problem of this phone. They have told us the warranty is valid as for a new mobile so we agreed for the deal. A few weeks ago began troubles with the same repaired mobile. We approached to the store to fix it when we received an answer it is out of service and we can get a new one by paying 1900 nis and my question is why? Why does samson don't take the responsibility of its quality production although the warranty is still valid?☹️☹️☹️☹️☹️

Good Morning

This serves a s a complaint about my utter dissatisfaction, lack of client service and pure disregard for me as a client. Read the below and we can chat after wards please.

Vino Garach
[protected]
[protected]@vodamail.co.za

From: Vino Garach
Sent: 20 April 2017 08:23 AM
To: 'zaservice' ; 'vgarach'
Cc: gino.[protected]@gmail.co.za
Subject: RE: Service vs money grabbing
Importance: High

Good Morning

I have not received any positive feedback. Please can I have your director’s e mail address? The client service is non existent

From: zaservice [mailto:[protected]@samsung.com]
Sent: 18 April 2017 01:39 PM
To: 'vgarach' ; Vino Garach
Cc: gino.[protected]@gmail.co.za
Subject: RE: Service vs money grabbing

Good day Gino Garach,

It seems we were in contact with you and one of our senior customer service executives have given you feedback with regards to the query logged via email.

Please advise

Kind regards

Zaservice Team

From: vgarach [mailto:[protected]@vodamail.co.za]
Sent: Sunday, April 16, 2017 9:57 AM
To: Vino Garach ; [protected]@samsung.com
Cc: gino.[protected]@gmail.co.za
Subject: RE: Service vs money grabbing

Still no feedback?

Sent from my Samsung Galaxy smartphone.

-------- Original message --------
From: Vino Garach
Date: 10/04/2017 15:35 (GMT+02:00)
To: [protected]@samsung.com
Cc: gino.[protected]@gmail.co.za, [protected]@vodamail.co.za
Subject: RE: Service vs money grabbing

Good Afternoon

Since our last conversation, the gentleman who called me as going to sort this out for me. Please advise where are we with this?

From: Vino Garach
Sent: 06 April 2017 04:06 PM
To: '[protected]@samsung.com'
Cc: 'gino.[protected]@gmail.co.za' ; '[protected]@vodamail.co.za'
Subject: RE: Service vs money grabbing
Importance: High

Good afternoon

It’s been 24hrs plus since I sent this mail and had no response. Can I have the mail address for your directors please?

Regard’s

From: Vino Garach
Sent: 05 April 2017 03:31 PM
To: '[protected]@samsung.com'
Cc: 'gino.[protected]@gmail.co.za' ; '[protected]@vodamail.co.za'
Subject: Service vs money grabbing
Importance: High

To whom it may concern

I trust that my mail finds you in better stead then I am in

It is with great dismay and aggravation that I write to you. I have been a sworn Samsung client and very loyal to the Brand for many years. Almost everything electronic I have is Samsung branded. After staying loyal to the brand and suffering many issues in the past and having to dig into my pockets all the time I have come to the end of my rope with this.

One of three Samsung smart watches that I own was taken into a Samsung store at the mall of the south to have a loose strap sorted out because of the band coming loose on the casing side. The store was willing to help and said it would be done at no cost. The unfortunate thing is that at the time their tool had just broken and then referred my son to your Constantia branch. The mall of the South manger said it would not cost anything.

Last week I was called about this watch from your Contantia office and I told them I don’t have a quote and did not know there is a cost involved. They apparently sent the quote to me son. The price tag attached to the repair which was told to me on the phone I find absurd. Firstly, the problem was known and needed no searching or investigation. Secondly the problem was pointed out and all that needed doing is that the clip be reinserted. The mall of the South was going to do this over the counter whilst my son waited for it. Constantia booked it in and when I was told about the ludicrous cost I said no way will I pay and that I’d rather collect it as is.

Today im told of another R 200. Plus payment to be made for investigation work in their workshop which is also a load of croc. After so many years of buying Samsung products and staying loyal to the brand im expected to pay for work that would not have taken more than 10 minutes to undertake. I find the cost to be way overboard, unfair and unjustified.

If this is how Samsung treats loyal clients and brand pushes which I am, then I would not buy Samsung again and rather switch to Apple. I am not happy to pay for this repair and after all the support and loyal buying of your brand, I do believe that Samsung could do this repair at no cost. Unless client service and satisfaction is not in Samsung’s business vision.

I do hope you will do something for me in the aforementioned case. I don’t expect to be cheated this way by your outlets for something simple as a loose strap.

Looking forward to your positive feedback

Job number- [protected]

Vino Garach
[protected]
[protected]@vodamail.co.za

Dears,

kindly note that its the most horrible service i have ever faced in my whole life.

first of all i want to explain the complaint, my phone fell in the water on 5th of April so i went to the nearest branch on the 6th, they gave me a receipt and they informed me that they will call me the day after however no one called me and i went there by myself. after a long discussion they take my signature on acceptance to fix the mobile with cost 320 EGP and they informed me that i can call the customer service after one day to see the progress. i called the customer service on the mentioned time and i was shocked when the agent told me that i have to go to the branch as they need my acceptance to fix the phone with cost 350 EGP, so i informed the agent that i already sign for this and the cost is 320 EGP not 350 EGP so i asked for the supervisor to escalate the call but she informed me that the supervisor is not available which so weird cause i think they have more than one supervisor in the shift. then i hanged out the call after 5 minutes they called me and they extend apologizes about anything so i told her that i really need to know what is going on with my phone and she told me that i have to call after three days to get feed back. so i called after three days and i was shocked again that the agent didn't knew anything about the complaint that i already submitted so they told me that they will send Urgency request to hurry up the maintenance center and someone shall call me. the day after someone called me to follow up with me however she asked me the weirdest question which is ( sir you need to know whats happened till now with your phone?) for god sake what is this question of course i need to know. after all of this no one called me and its been almost 9 days and i dont know anything about my phone so please i need an answer regarding the above.

I am disgusted and appalled at the service I have received from the Samsung Smart care Centre in Riverhorse Valley.
As far as my understanding goes, the unit is covered for ADH.
I had dropped my S7 Edge and sent it through to Samsung for my warranty repair, I received a call 2hrs later telling me my Motherboard has been damaged, therefore the unit will not switch on and it will cost me R5000.00 to replace. When I had queried it saying that I was using my phone after the fall, I do not understand how the unit can stop working, I was told that when the unit was put into an oven components from the board fell off.
I then advised I cannot replace the motherboard as I have information on the unit I require. I was then told they will try and revive the unit (Curious to my thought). I received a call few minutes after saying my phone is now switching on but the camera does not work, and the phone freezes. I was a bit concerned, as my phone was working when I had it, then Samsung says it went dead, they phoned me back to tell me it came on but now certain features are not working. I then had collected the unit, unrepaired and to my surprise the unit was in pieces, my frame on the inside was broken and screws missing. is this the type of treatment Samsung gives their clients.
I don't see how it is my problem, and why I must fit the bill if components from the board fell off when Samsung put my phone in an oven, and the unit went dead while in Samsung's Position, when it was working fine in my position, except my screen had cracked. What type of people do they have working on our units. This is absolutely unacceptable. What is the point in Samsung offering an ADH if we need to pay for their mistakes.

Good Day

I have received the most disgusting service for Samsung the Grove. My device has been booked in twice at Samsung the Grove and returned to me with a faulty screen where the screen goes Purple. After being possession of the phone for a few days since getting it back from Samsung the screen once again went purple. Please note that i have all the communication via email where they confirmed that the screen as in fact faulty. The screen has once again gone purple and i am now told that this is due to a cracked screen which i find absolutely ludicrous! I am told i must pay for the repairs! I have been dealing with Mike Horwitz who simply referred me to Samsung head office. I have attached a small piece of an email and the balanced of the emails will be sent to the relevant media outlets outlining what has transpired.

I have attached copies of previous correspondence in this regard.

Thanks

Never ever buy any samsung product!

Samsung electronics america, inc.
Office of the president
105 challenger road, 6th floor
Ridgefield park, nj 07660

Dear sir or madam,

Reference: samsung customer service ticket # [protected]

We are writing with regards to the samsung electric range which was purchased on 09/05/2015 at best buy in fredericksburg, va. This range is not of satisfactory quality and is not fit for use due to the following problems:

Product description:
Samsung electric range
Model # ne59j7850ws/aa
Serial # 0c8n7dcg301183d
Purchase date – 09/05/2015
Purchased from – best buy store # 166

Problem:
This electric range was purchased for a kitchen remodel that also included a samsung microwave, dish washer, and refrigerator. Due to construction delays involved in our large kitchen remodel project, the appliances were actually not delivered until january 12, 2016 and then installed sometime after that date.

On march 23, 2017, the range was being used to boil water in a metal pot. The glass surface over the burner fractured, and left three pitted holes in the glass top of the range. The burner was immediately turned off and has not been used since. Samsung support was contacted and a ticket was created; the repair was approved under the existing 5-year warranty for the cooktop. The repair provider (Virginia electronics inc.) called and requested pictures of the damage. Pictures were taken and sent to them that same day. Not long after the pictures were sent to samsung, we received a notice from samsung support stating that the approved repair had been rejected and that the ticket had been cancelled for the following reason:
(Copied from samsung ticket)

Status was changed into pending by eddie. Columna. Sea on cs-portal • this unit has been physically damaged.
Authorization for part requested rejected. • this type of damage occurs when there is a minimal load or no load in the cookware and is most commonly caused by enamel or aluminum cookware. Aaaprovided cx email address. Sw lm for cx to collect pics. Bf printed for triage. Bf the glass has a big hole in the middle of the burner was the issue on previous
Ticket. Bf covering parts only saw what is issue tc sms message successfully sent : samsung transaction [protected]. The repairfacility has accepted your repair. Asc phone [protected], asc will contact you within 2 business days. Ticket notice e-mail was sent to asc no fast track manual for the model code in-home repair ticket confirmation e-mail was sent to customer

Of course, the glass top is physically damaged and can’t be used. I do not have a range on which meals can be prepared, and the stated explanation of “minimal load or no load” in the cookware is untrue. The cooktop has been treated with the utmost care and used gently. The stated reason for the damage is not a precaution included in the user manual, and nonetheless the water in the cookware was substantial and not dried up when the damage occurred. This unit replaced a kitchen aid glass cooktop which we managed to use and care for without experiencing any such issues over a 10-year period of time. This samsung cooktop clearly malfunctioned.

We would like samsung to honor their warranty of 5 years by replacing the faulty cooktop with assurances that it will not happen again. We understand that we are liable for the labor cost.

After speaking with someone from "the office of the president", I was once aging told I did not have enough water in the pot and samsung would not honor their warranty.

Will someone join me in a class action suite?

In April 2017, I bought from home depot in parkville Baltimore Md, a set of Samsung washer and dryer, I have not enjoyed using the washer because the washer does not wash properly, in fact it does not dispense the soap on the cloth, meaning it does not get soapy at all. All you see is plain water running down the side of the glass through the hour plus circle of the wash. you can tell the cloth is not washed. I called home depot, they said I should call Samsung. Samsung says unless, there is a defect, or damage, there is nothing they can do. I got credit to buy this washing machine only to end up going back outside to wash in the laundry marts, not fair at all. this is double jeopardy. I need them to give another washer, that produces the expected result of washing. just give, even a basic one, I will take it.