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1.7 1675 Reviews

Samsung Complaints Summary

290 Resolved
1374 Unresolved
Our verdict: With Samsung's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Samsung reviews & complaints 1675

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A
12:19 pm EDT

Samsung Samsung s21 ultra

The sequence of events:

1. Entered Verizon store to trade in Samsung S10 Plus for Samsung S21 Ultra +.

2. Samsung S21 Ultra severally crackled on phone calls via Phonak hearing aids. Phone was returned to Verizon within warranty period, 30 days.

3. Replacement S21 Ultra likewise crackled.

4. Customer contacted Samsung customer service. Samsung took full responsibility for defective S21 Ultra series phones. Thousands of similar complaints online.

5. Samsung arranged S21 Ultra trade-in for S22 Ultra.

6. As agreed, customer returned defective S21 Ultra in perfect condition with all original packaging.

7. Samsung created additional charges of $175.48 - $12.83= $161.67 for alleged failure to return the S10 Plus phone which customer clearly has traded to Verizon as noted above .

8. The trade-in purchase contract was altered/amended export facto and funds were withdrawn from customers bank account over the objection of customer. All representations are documented on paper and were made available to Samsung Customers Service.

~Alan Kenney

Desired outcome: Return of unauthorized withdraw of funds from customer's bank account as noted above.

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2:14 am EDT
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Samsung Order SG220303-[protected]

Reference Number: [protected]

I had made an online order on March 2 2022 for a Galaxy Tab A8 wifi. Till date (24/04/22) item is yet to be received.

Several calls and emails have been made with regards to matter (see ref above) and same excuses were given as no contact was made when delivery guy called.

I noticed on the replied mail that the number the delivery guy had called was wrong. I highlighted the matter to 3 different Samsung staff (both from email and calls). They confirmed and even called me back to verify my number and address. Somehow, few days passed, I called in again and the same reasoning was given, delivery guy unable to contact (note the fact that the tele staffs managed to make contact me via call 3 separate times with no problem).

I am very disappointed by the way matter was handled by Samsung staffs and no follow up action was taken to ensure matter is resolved. I believe case will just be left unattended until I write in or call, and it will be starting all over again.

It has been a week since the last contact via email and all is quiet. I feel an established brand like Samsung should be more professional in handling these matters.

I am very weary to do any online purchase from Samsung again.

Desired outcome: I expect to receive my item on the coming days and some kind of compensation for all the time delay and frustration. I hope case can be resolved here and I will not have the need to escalate this to higher authorities.

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8:53 pm EDT

Samsung Issues returning item

We purchased a JET 70 stick vacuum online recently and unfortunately it is not working as well as we were led to believe so we contacted Samsung for a credit

I was on the phone for over an hour until they finally agreed to email me the directions to have the item returned and said it would take a few days to process this request

After a week I rang and they said nothing had been done and kept me on the phone for another 45 minutes doing nothing and solving nothing

They said I had to return it to a service centre for it to be checked over but it is working as per the technical data states in the manual it's just not practical for our uses with animals and carpeted floors

Desired outcome: The expectation is the Samsung arrange return and full credit of goods ASAP

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Mr. Helpful
Los Angeles, US
Apr 25, 2022 7:58 pm EDT

Hi Jamie.

Was this purchased directly from Samsung?

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11:22 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Samsung Stackable washer dryer - smart dial

Purchased on black friday 2021 - received two broken staking kits and still waiting for another to arrive after 5 months of waiting to stack this set. I'm close to asking for return of all merchandise and buy a different set. Very disappointed in this process. Purchased at Home Depot on the Strip in North Canton, Ohio. First kit was due Jan. 31, arrived mid Feb. broken, second kit came in March 2022 and was also broken. The boxes arrived broken open and half taped shut, parts missing or broken.

Desired outcome: Please, either get us a stacking kit that is complete or refund us for the entire washer dryer set. This has gone on too long.

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Mr. Helpful
Los Angeles, US
Apr 22, 2022 12:34 am EDT

Hi Lynn.

I'd like to see if I may assist.

Many manufacturers have had difficulties in providing products recently; Samsung is no different.

Have you used either the washer or dryer?

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12:51 pm EDT

Samsung New washing machine which does not work properly.

From the day I purchased this machine is has not filled with the temperature of water that is selected. First call was an hour on the phone to get a technician scheduled to diagnose the malfunction. The technician arrived, witnessed the problem, could not find a solution and said the computer had indicated that the machine was functioning properly. The technician spent 10 minutes on the phone asking another for help. He couldn't fix the problem. He noted that "no malfunction found" on the paperwork and left with the problem unresolved.

I called Samsung again that same day 4/11/22, another hour on the phone to schedule another technician to visit. They gave ticket# and said someone would call within 24 hours. No one called, so after the holiday weekend I called again on 4/17/22. At this time I was told that they tried to call (a lie), couldn't reach me and canceled the ticket. Again I was issued a new ticket # and told to wait for their call.

I am now waiting for yet another call and a technicians visit. These people ask for all of my new contact information every time I speak to them as if they've never heard from me before and waste huge amounts of my time on hold. What a ridiculously pathetic group.

The machine purchased brand new has NEVER worked properly.

Desired outcome: Fix this machine or replace it with a new one. My neighbor with the same machine, put into our new homes, has the same problem.

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Mr. Helpful
Los Angeles, US
Apr 20, 2022 1:33 am EDT

Hi Ms Waller

I think I can provide some needed information.

Unfortunately you haven't specified the exact model you've purchased so I've got to presume a few things. It is very possible that the washer doesn't contain a heater. Less expensive models will exclude this part and will only provide hot enough water if you're closer to your home's water heater. This would explain why no problem could be detected even though hot enough water wasn't being produced.

You might consider upgrading to a model with this feature.

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1:28 pm EDT

Samsung Warranty repairs and paid support

Summary of Complaint:

Samsung has kept two warranty phones that I sent to them for repairs and the money I paid them for the repairs for over 8 weeks now. Despite statements by their agents and to consumer agencies that they would be "repaired or exchanged", I have not received anything back - even my original phones or a refund.

Details of Complaint:

I started repair request tickets for two Samsung phones on 2/9/2022 and mailed the phones to Samsung, which were received on 2/11/2022. One phone was under warranty (ticket # [protected]) and the repair cost was stated to be $0.00. The other phone was no longer under warranty (ticket # [protected]), and the repair cost was stated to be $70.31. I was emailed a week later however that the phone not under warranty would cost $242.48 to repair, which was 3 times more than the initial cost stated and the price of the phone new. I then spoke with a supervisor on 2/16/2022 who agreed to lower the cost to $90.31, which I paid by credit card with her.

Since then I have received nothing but frustration. I've made over two dozen calls and emails to them to find out the status of the phone repairs, but just kept either getting hung up on, or told they didn't know. I also kept receiving different ticket numbers via emails and text messages stating to send them the phones even though they already had them.

After a month, they just sent me back the phone that was under warranty unrepaired, and just a few days before the warranty expired - so it appeared they held onto it just long enough for the warranty run out. I immediately started another repair request (ticket # [protected]) however and mailed it back to them, which they received before the warranty expired.

After consumer complaints, they then responded in writing that the phones would either be "repaired or exchanged", and that an agent in their "Extra Care" department, Paola M., was handling the tickets. After a dozen more emails to that agent and promises from her, she just emailed that she was no longer with Samsung and to call the general phone number to start all over again...

I have also sent emails to their CEO (Mr. Young Hoon "YH" Eom) and Vice Presidents (John Stinziano, Ramon Gregory, and Mark Williams) asking for help, but have yet to hear back from any of their offices.

In short, despite all my many hours of efforts to get Samsung to honor their warranty, paid repairs, and their promises, they have simply ignored them and kept my phone and the money I paid them for repairs, which to me is seems like outright theft and fraud.

Please help to see that Samsung does not take advantage of their consumers like this and honors their warranties, paid repairs, and stated promises.

Desired outcome: Phones repaired, exchanged, or refunded with an amount equal to what it would cost to replace them (2 x $299.99).

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12:51 pm EDT

Samsung Samsung refrigerator

March 2002 my refrigerator on top stopped cooling. Freezer was working to some degree. I had technician come out and do an examination. He said I would need control panel replacement. To fix it would cost about $500. I had repair done because we needed refrigerator cooling. Part of the problem was the ice maker component.

We have had this refrigerator for about 3 years. We would like to join class action suit and can provide details of purchase etc.

Dennis Sedlacek

[protected]

[protected]@yahoo.com

Desired outcome: Compensation for repairs.

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12:14 pm EDT

Samsung Refrigerator

Hi There,

I hope you can assist with my issue with Samsung. We purchased a refrigerator in August 2021 from Lowes and were very happy with it until about 3 weeks ago when we noticed an offensive odor whenever the refrigerator is opened. We cleaned several times and a technician were sent twice to assess the situation but nothing has been resolved. Samsung is very adamant that there is nothing more they can do. Now the fridge is still under warranty but we are not sure where to go from here, We are pensioners and dont want to spend another $2400.00 for a fridge. We are also concerned that this odor could be harmful to our health especially if its a chemical leak.

Please assist us.

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Mr. Helpful
Los Angeles, US
Apr 22, 2022 12:46 am EDT

Hi Lachmansingh,

I can appreciate your concerns. We're going to walk you through getting the fridge thoroughly clean.

Your going to start by completely emptying out the fridge. Once empty, unplug the unit for at least 24 hours. This should completely defrost everything. Go through the fridge with a water and bleach solution. This should rid the fridge of any stench. Once this has been confirmed, plug the fridge back in and give it another several hours to be brought back to temperature. Again, confirm there's no unordinary smell. From that point you should be back to using the fridge without a problem.

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6:14 pm EDT

Samsung 27 cu. ft. french door refrigerator in fingerprint resistant stainless steel model #rf27t5201sr

Regarding:

27 cu. ft. French Door Refrigerator in Fingerprint Resistant Stainless Steel

Model #RF27T5201SR

This complaint is for the refrigerator stated above that I purchased for my parents for a housewarming gift 6 months ago (November 2021). My parents are in their 80's and have been without a working refrigerator for over a month now while we still deal with this. All their food had spoiled. Neighbors had to come to their rescue to provide them with cooked meals, ice and storage in their own personal refrigerators and freezers. We are now over a month in this dispute with Samsung and still no resolution and still no refrigerator for my parents.

I've called 4 times and this last time have been on the phone for over 4 hours. YES, 4 hours! I have a refrigerator that wouldn't stay cool. After two techs came out to repair the refrigerator the second one determined that the refrigerator is contaminated and can not be repaired. We were told it's garbage and to put it in the trash. Samsung stated they don't want it back.

Here I am a month later and still arguing with Samsung that I need a replacement refrigerator. They told me the replacement is not in stock so they will offer me $1500 in a check or credit on Samsung.com website. This same refrigerator is showing out of stock at Home Depot at today's price of $2399. Samsung has stated that $1500 is all they can offer me since that's what I paid for the refrigerator at the time of purchase - 6 months ago. (At the time I bought 2 households full of appliances so I had a number of rebates applied). Today the rebate is only $35 for a single appliance purchase! That's still a $900 difference that I'd have to pay out of pocket for a refrigerator that is non-usable, defective and STILL UNDER MANUFACTURERS WARRANTY. I argued to give me a comparable replacement since my fridge isn't in stock. After being so frustrated I decided to take their advice and shop Samsung.com to see what is available and BAMMM the refrigerator shows in stock! I call to confirm the fridge is in stock. It is. I then speak to Samsung Customer care and they tell me that they can't replace the fridge because it's out of stock. I questioned the availability on their website. They tell me the website isn't affiliated with them. So then why tell me to go shop on there and use the $1500 ecredit you're offering me if it's not affiliated with you? They said "it's a different warehouse and our warehouse doesn't have it in stock". Under normal circumstances I would understand that, but how can you tell me to shop on Samsung.com, put in my shipping address and it shows in stock? I purchased it at $2399 so I can prove a point. I call and confirm my order and my delivery date of May 12. Confirmed! I question that to the representative and I'm am told that website is for new purchases only. It won't accommodate a replacement. HUH? So I ask, a new customer takes preference on a delivery to an existing loyal customer that is currently without a refrigerator waiting on a replacement? Reply, yes. WHAT?

On another call to Samsung I was told to call Home Depot since I purchased it there. They told me because I purchased it from Home Depot I needed to call them. Confused by that we did what we were instructed to do. I called Home Depot and they told us this is a warranty claim that needs to go through Samsung. I call back Samsung and now they are telling me that I can't exchange the fridge, I corrected him and said no I'm asking to REPLACE the broken fridge that is still under warranty not exchange one because I just don't like it. After speaking to 9 (yes 9) different reps today they all still state my only option is to take the cash or credit. How can I in my right mind take a $1500 credit for a defective refrigerator when I can't replace it for any less than $2300? This shouldn't be my problem that they produced a defective refrigerator. Why should I have to pay anything out of pocket? One rep had the nerve to say that prices are higher since last year. Again, not my problem that they produced and shipped a faulty refrigerator!

All I asked for was a replacement, or something comparable to what we had. I wasn't looking for any money in my pocket just a replacement. Samsung, please, just replace it and make right by your product. Every single rep I spoke to was like a script read employee word for word. It was quite discouraging that I wasn't speaking with anyone who was taking my claim and my concerns seriously. My experience has been pitiful and at times so unprofessional discussing my matter while a child talking in the background while the woman/supposedly floor supervisor had me on speaker phone. I asked her if she could please take me off speaker phone since it was echoing and there was background noise. She said "she couldn't". Then there was the guy who was obviously sitting outside or driving his car because I could hear the sounds in the background. I asked a number of the reps several different times if our call was being recorded. The reply was yes. So Samsung, if you truly are reading this you may want to listen to your recordings (I can provide you dates and times as well as names). You may want to expand your training outside of the script reading to make sure your reps understand that they are a representation of your company.

Could someone please explain to me how such a large, well known, top notch company treat a customer this way. This is not a one time purchase! It's my third full house purchase in less than 3 years! I wouldn't come back if I didn't like your product. You sent a faulty refrigerator that didn't even make it to the 6 month anniversary. A refrigerator that is still under warranty. How can you not replace it with either the same refrigerator or anything that you have in stock that is comparable? How can you tell a customer to go shop on Samsung.com for available products for them to find the product they need is showing available. If it's an oversight, make it right! How does a company as big as Samsung tell an existing loyal customer that you can't have that refrigerator because it's reserved for new online customers? I still can't believe that. Unbelievable! How do you then tell that loyal customer that she can order it online at Samsung.com but we're only crediting you $1500 you are responsible for the remaining $800 difference? Just give me a $2300 credit and tell me I have to spend it on Samsung.com! It's your money. It's your product! Your mark up will absorb the difference. How do you tell a customer because she got all the rebates from BUNDLE PACKAGES of YOUR PRODUCT that she is only entitled to what she paid for a non-working refrigerator? Just give me the same package pricing for the new one that you are telling me to shop for like it was a new purchase.

I will not stop with my posts. I will not stop with my persistency until I have a satisfactory resolution from Samsung. I came on here for Samsung and the general public to hear my voice. I will gracefully post a positive post following this one if they do right by me, the consumer. If not, I will continue my posts of my Samsung replacement journey for others to read in hopes that they stray from considering a Samsung purchase.

With this post I am also asking for any others who have had similar issues either with Samsung and/or this model refrigerator. My next post is via Facebook and Twitter so look for me there. I'm normally not that person who posts negative comments but this situation is so deserving of the negative posts. I am not looking for any monetary benefit from Samsung. I am just looking for resolution to the ridiculous way this claim has been handled and the way Samsung customer service is nothing worthy of a 1 star review.

I will continue to post updates for all to view whether they are positive or not. I can be fair in a positive situation. This has now become a challenge to Samsung owning up to their reputable reputation or to let the public see what they really think of their consumers.

Samsung you can reach me at [protected]@aol.com. This is also an invitation for anyone else who would like to share their prior experiences with Samsung. Looking for any possible class action lawsuits that are out there that can help resolve this matter.

Thank you!

Desired outcome: I'd like a comparable replacement with no out of pocket on my behalf. French door, Stainless steel, 36" wide, water and ice dispenser

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Update by Anna Garrish
Apr 08, 2022 7:17 pm EDT

A email has been sent to Samsung Corporate today, April 8, 2022. I will keep everyone posted when I receive a response.

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Mike7414
, US
Apr 22, 2022 3:07 pm EDT

Hello...any news yet from Samsung?

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10:24 pm EDT

Samsung Samsung galaxy a32 5g

Hi,

I sent my phone for repair through Samsung, and I agreed for the offer to fix it for 146$, however I was charged for 292$ (ticket number:[protected]) on March 15, 2022. I've called the Samsung service center more than 10 times (every time I needed to answer the same questions and to tell the story from the very beginning and waiting for an hour or sometimes more) during which I was told that "Samsung apologizes for the mistake" and that I will be refunded within 24-48 hours. Obviously, non of this happened.

I've also tried chatting with the support representatives online (I still have the chat history), in which I was promised the same, but yet, nothing happened.

I request an immediate refund!

Desired outcome: Please refund ASAP

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6:03 pm EDT

Samsung Refrigerator

Pandora Smith 954.415.7856

Desired outcome: Replacement

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5:44 pm EDT
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Samsung Smart washer

It is outrageous what is happening, I bought mine samsung smart washer and dryer in 2017 and now, march 2022, after 4,5 years the washer is not working properly, the cycle stops in the middle and stops spinning. Samsung sent a tech, charged me $140 and samsung told me they cannot help me, as the part to fix it is not available.

Has been 4 weeks now. I even offered them a trade in, so I could get it resolved and buy a new one for fair price - a machine like this should last 15 years… they said no.

Desired outcome: I would like to do a trade in, buying a new machine from them while they buy out mine.

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Mr. Helpful
Los Angeles, US
Apr 07, 2022 10:46 pm EDT

Hi Renato.

I'm very sorry to hear of your experience with your Samsung product. You haven't listed the exact model you purchased, or from where, so it is difficult to discuss specifics.

Many products within the appliance industry come with a one year, limited warranty. Samsung, however, works with many of the industries leading retailers to provide extended warranties that cover such circumstances. If you'll contact the retailer you purchased your equipment through, you may likely find that they have a way of covering the entire cost of replacing the item.

Please let us know if this isn't the case.

R
Author of the review
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Renato L
Johns creek, US
Apr 17, 2022 8:06 am EDT
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The purchase was done in 2017 at Home Depot.

Model # WF45K6500AV/A2

How can I retrieve warranty if it wasn’t contracted in that moment?

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Mr. Helpful
Los Angeles, US
Apr 17, 2022 1:20 pm EDT
Replying to comment of Renato L

Hi Renato.

The model of washer you're speaking of is the AddWash produced by Samsung several years ago. It came with a 4.5 cubic foot tub and had a smaller door on the regular door so a person could easily add garments to a wash load after the washer had already started. It was more for marketing purposes than anything else, as many people falsely assumed one could not add items to a wash load that had already started on a front loading washer; in reality most front loading washers give the consumer the ability to pause a wash load and add items after the process had already started.

Are you saying that, at the time of purchase, you elected not to purchase additional warranty coverage? If you know that was absolutely the case, then pursuing that solution is futile. If you are unsure, it's worth checking your original receipt or contacting Home Depot to find if they have a record of the purchase. The extended warranty is there to help resolve such problems and, in the event a part is simply unavailable to service the unit, most warranty providers will offer a process to replace the unit.

The one part that is covered on a Samsung washer, longer than the first year, is the motor. Samsung warranties the motor as a part, but not the labor, for ten years. This is generally a limited warranty and can be prorated. But it's an avenue to explore if, in fact, the part that is "unavailable" is that of the motor.

Beyond those two areas, there is no other warranty on the unit. As a result, there is no obligation from the manufacturer or the retailer in any way. Many parts have become difficult, if not outright impossible, to get for many products during the pandemic. Manufacturers have had to prioritize what they're focus for production is and older parts are not necessarily one of them.

If you'd like to still service the unit, your one area of possibility is locating slightly used or new old stock (NOS) parts. These two areas come about because other people have had the parts tucked away prior to the CoVid pandemic, either new or as items that have parted out a preexisting washer. Look at a place like eBay to see if you can locate the part. You can also obtain a list of Samsung service providers from around the country and begin making contact with each of them, asking if they happen to have the needed part in stock.

You're final remedy is, of course, just replacing the unit. If I was to do so at this point, and wanted a unit with similar capacity and nice features, I'd look at the LG line of front loading washers. They produce a 4000 unit that is the same capacity and has fairly good reviews. You'll likely find the pricing to be slightly over $1000. Do your homework on the retailers around you and what is offered in the way of extended warranties -- both price and quality of backing. You definitely don't want this scenario to play out twice.

Please let us know what happens.

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7:17 am EDT
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Samsung Promotion tab 7 / mtn

On 12 February, upgraded MTN contract, qualified for promotional Tablet through Samsung. Called promotional number 12 March and consultant confirmed receipt of confirmation and confirmed reference number, noting delivery 5/10 working days.

Tried on numerous occasions since to get hold of samsung, holding for ages no consultants.. email numerous times, no response.

Its now 4 April, no Tablet, just tried again, held for 20 Min, no response, sent another email.

Have no idea whether the Tablet will actually be delivered. Should'nt MTN take some responsibility?

[protected]@gmail.com

Desired outcome: Feedback on delivery of Tablet

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10:59 pm EDT
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Samsung Fraudulent account

Some one opened a Samsung all goods account in my name. I did not authorize this TransUnion Credit company.

Desired outcome: Close this account.

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2:54 pm EDT

Samsung Refrigerator

we purchased a side by side nove 2021 after 3 different tecks came out it was determined it was defective . feb 2022 the new one won was deleverid with the same issues. ater months of phone calls with samsung they will not resolve the issue or call back very unsatified with samsung

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8:49 pm EDT

Samsung Galaxy A326UZKNSPR

Samsung Repair Service SUCKS!

I received this A32 phone from T-Mobile last August. Last week it said that my memory was getting full (even though I only had a few photos & downloads). I took it to a T-Mobile repair center. They said the best solution was to do a factory reset. Because the "Other" memory was full and couldn't be deleted.

I went home a did a factory reset. After doing the reset I got a message saying that my phone was maintained by Knox and that it belongs to Summa Healthcare.

I never heard of Knox OR Summa Healthcare. THAT is why I contacted the T-Mobile headquarters. T-Mobile said to take it to UBreakItIfixIt to have the Summa/Knox programming removed.

I took my phone and the original receipt and drove to 4 UBreakItIFixIt locations. I drove 160 miles total. Every location sent me to ANOTHER location. None of them could remove the Summa/Knox programming.

Frustrated, I called the T-Mobile headquarters again. They connected me to Samsung. The person at Samsung said that they would repair or replace the phone because of the Summa Healthcare/Knox programming.

I assume that I received a refurbished circuit board in my "new" phone and by doing the factory reset, it triggered the prior program.

Please replace the phone with one that has not been refurbished and still contains prior programming.

03/09/2022:

I called Samsung and told the rep what happened. She said she understood and provided a UPS label for me to send my phone for repair. I sent my phone to Samsung for the first time.

03/10/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/10/2022 at 11:22 AM EST.

Service Ticket Number: [protected]

03/14/2022 Email from Samsung

Service request [[protected]] to be shipped back unrepaired.

Dear Dennis Young,

Please be advised that your Samsung SM-A326UZKNSPR was not repaired. The unrepaired unit will be returned to you and the expected ship date is 03/14/2022.

(No reason was provided)

03/15/2022: I received my UNREPAIRED phone back from Samsung

I called Samsung and was told that I needed to provide proof-of-purchase. I emailed a copy of my phone purchase receipt to [protected]@sea. samsung.com. Jesus, the Samsung rep, said everything would be taken care of and not to worry. He provided a UPS return shipping label for me to send the phone back a second time.

03/16/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/16/2022 at 10:52 AM EST.

Service Ticket Number: [protected]

03/19/2022 Email from Samsung:

Dear DENNIS YOUNG,

Please be advised that your Samsung SM-A326UZKNSPR was not repaired. The unrepaired unit will be returned to you and the expected ship date is 03/19/2022.

(No reason was provided)

I then called Samsung and asked to speak to someone in authority. I was transferred to a man in “Case Management”. I explained my situation to him again and was told that I needed to provide proof-of-purchase again. I emailed a copy of my purchase receipt to [protected]@sea. samsung.com for the second time.

I then called a man at Samsung-Knox. He said he understood what happened and tried to pull up my phone’s information in his system. He said there was no record for my phone. He suggested that I ask for a new phone since he doubted that the Knox programming was embedded into the software and could not be removed. I called Samsung customer service back and told them what the fellow from Samsung-Knox told me. The service rep provided me with a UPS return label to send the phone back for the third time.

03/21/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/22/2022 at 3:34 PM EST.

Service Ticket Number: [protected]

After careful inspection, the repair cost for your product has been changed. Please review the following important information and instruction.

Ticket Number : [protected]

Warranty : Out of Warranty

Model Number : SM-A326UZKNSPR

Serial Number : [protected]

Product Symptoms : OPERATION SYSTEM ISSUE PLATFORM / SOFTWARE OPERATING SYSTEM ISSUE

Std. Repair Fee : $69.00

LCD Assembly Repair Fee : $109.00

PBA Repair Fee : $0.00

Care Pack Fee : $0.00

LCD Repair Fee : $0.00

Subtotal : $178.00

Tax : $14.69

$192.69

Outraged, after seeing this bill, I called Samsung and asked what these charges were for. I was told that my phone was damaged, and the lens was cracked and that was the cost to repair it.

I demanded to speak to someone in authority and was transferred to Jesus in Case Management. After explaining to him that my phone was in pristine condition when I shipped it from the local UPS office, he said that it was probably damaged in transit and waived the fee as a “one-time” courtesy.

03/21/2022 Email from Samsung:

* This is a system-generated email from an unmonitored mailbox. Please do not reply *

Dear DENNIS YOUNG,

After consideration, it has been determined that your Samsung device will be repaired in warranty at no cost to you. An e-mail notification including tracking information will be sent when the repair process is complete.

For real time repair status, please click the Repair Self Tracking option within this e-mail to the right.

The phone’s physical damage was repaired, and it was sent back to me with the same unresolved Knox programming issue.

03/25/2022 Email from Samsung:

Dear DENNIS YOUNG,

Thank you for your patience.

Your product was shipped on 3/25/2022 at 4:02 PM EST.

03/28/2022: I received my phone back from Samsung

The phone’s operating system was still maintained by Samsung-Knox. Nothing was done to fix it.

I called and spoke to Jesus in Case Management. He said he understood the problem and provided a UPS label so that I could sent the phone back for the fourth time.

I called Samsung and asked to speak to someone in authority. I was transferred to Juan who said they don’t deal with Case Management. He transferred me to “Awarilyn” (SP?) who said they needed the Knox code. I explained that I don’t know ANYTHING about a Knox Code because this is my private personal phone and it is not maintained by Samsung-Knox!

03/29/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/29/2022 at 11:32 AM EST.

Service Ticket Number: [protected]

Desired outcome: Replace the "refurbished" phone with a new phone that I paid for.

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8:34 pm EDT

Samsung Washing machine top loader 5.5 cu made purchased in 2020

I purchased a top of the line Samsung Washer and Dryer from Best Buy in 2020. The Washer is a front loader/dual washer with all the bells and whistles. I loved it for about 1.5 years and it stopped working. I got a bunch of Unbalanced load error. I called Samsung and they said to fix the problem they would need to install a new tub and drum. They offered to pay for the parts (warranty of their units are only one year) which was very thoughtful of them. As a consumer I expect my washers to be manufactured with high quality standards. Now for the unfortunate part, I am unable to get the washer fix because Samsung can't get the parts to fix the washer. Not only can they not get the parts they have no eta and when the parts will be available... I've already waited a month for the parts and still no ETA on availability. I could be waiting 6 months to a year to fix my washer. So I asked Samsung if they would give me a discount on a new washer (I can't wait 6 months to a year to wash my clothes). Their answer was no, they will not provide me a discount. It's Unfortunate that Samsung does not stand behind their product. I will not make the same mistake twice. My next purchase will be an LG or Wirlpool.

Desired outcome: Desired outcome is to fix the existing washer within a reasonable amount of time or provide me a new washer at a discounted price. 6 months to a year is not reasonable and samsung refused to provide me a discount on a new washer

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Mr. Helpful
Los Angeles, US
Mar 29, 2022 10:15 pm EDT

Hi Cheryl.

I'm sure sorry to hear of your difficulties. I don't blame you for enjoying your washer prior to it erroring out. It's unfortunate that CoVid has created a problem for part availability. It may not make you feel any better, but all manufacturers are having the same problem.

I'd check with Best Buy. They offer additional service packages that, if purchased with the washer, will cover the service or replacement of the unit. Hopefully that solves the problem. Let us know if it doesn't.

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2:03 pm EDT

Samsung Dryer warranty

I bought my dryer with installation from Samsung 9/2021. It was working fine until 3/13, and then it stopped heating. I have not moved or touched my dryer since Samsung installed. When I called Samsung, they had a NISI person come out to look at the issue. The Tech stated it was from installation, and it was wired wrong and this is not covered under warranty. Then I was sent to Ecommerce who handle installations, and they said it was past 30 days from installation. They said I need to contact Warranty again, and explain. It has been two weeks at this point, and I have talk to 10 people.

Two points here...1. If it was installed wrong, why has it been working for 5 months? 2. Samsung installed the dryer, and I paid them.

The warranty people just told me today Samsung will not pay for the tech to fix. I have to pay for the tech to fix, since it was wired wrong. Why should I have to pay again for Samsung to fix when they are the ones that installed it incorrectly?

I bought my dryer from Samsung in effort to have a smooth transition with repairs. I will never buy anything from Samsung, and their customer service is terrible.

Desired outcome: Samsung send a tech to fix dryer.

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Mr. Helpful
Los Angeles, US
Mar 29, 2022 6:49 pm EDT

Hi Ms Philpot.

Hopefully I can assist. I can't say I'd disagree with you.

It sounds like there may have been an issue with the way the dryer was grounded. This would allow for the dryer to initially work but become damaged at a later point.

In order to help, we'd appreciate a little missing information: specifically, how and from whom was the purchase made? Assuming you used a credit card to make the purchase, to whom was the transaction posted to?

Let us know and we'll go from there.

ComplaintsBoard
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6:02 pm EDT

Samsung TV

I purchased a 50 in TV. It has already stopped working. It was purchased in Dec of 2020.It is a black hole. There is no picture or sound. The repair man came out and said that the panel and other parts were gone! I was totally floored. How can a TV already stop working? I was given a one time repair warranty by Tech support.I was given two repair times one on the 25th and the other on the 28th of March 2022. I called SAMSUNG non customer service and got absolutely nowhere. The one time repair warranty that I was given by SAMSUNG will not be honored.

Desired outcome: I would like a credit for the TV or SAMSUNG to honor their commitment to have TV repaired by another service provider without coast to me.

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Mr. Helpful
Los Angeles, US
Mar 28, 2022 10:04 pm EDT

Hi Mr/Ms Mitchell.

I'd like to assist if I can.

What was the actual model and from where was it purchased? If you purchased one of the more basic models, you would have a 50TU7000. This is a decent model to be sure.

You don't provide much in the way of any details concerning this "one time repair warranty," so it's difficult to discuss it. I can tell you that what was likely comped was the service call, not necessarily the entire service. This is so you wouldn't have to pay in order to determine what the problem even was.

Again, please forgive me but I might speculate that with multiple component failure, the problem may have been caused by a power surge. This wouldn't be totally unheard of, especially in certain areas. I'd always recommend using an active line conditioner with any such major electronic device.

Before doing anything further, check with the retailer you purchased the television through. Many offer additional service packages which would cover this type of problem. If not, replacing the television isn't overly expensive -- about $380.

Please let us know if we can be of further service.

ComplaintsBoard
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11:55 am EDT

Samsung Cell phone

Very disappointed in the forced Samsung updates‼️😤 Not only they are not usually helpful but make the phone a lot less functional 😖 take away things that worked Change the look of the phone to something we don't ask for and usually don't prefer And even if you call them They have no clue how to help you usually or how to remedy the problem Very unhappy with the Samsung way‼️

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Samsung Customer Reviews Overview

Samsung is a global technology giant that has been providing innovative products and services for decades. The company has a strong reputation for producing high-quality electronics, including smartphones, tablets, TVs, and home appliances. Samsung's products are known for their sleek designs, advanced features, and user-friendly interfaces.

One of the most significant advantages of Samsung products is their reliability. Many customers have reported using Samsung devices for years without any significant issues. The company's products are also praised for their durability, with many users reporting that their Samsung devices have survived drops, spills, and other accidents.

Another positive aspect of Samsung is its customer service. The company has a robust support system that includes online resources, phone support, and in-person assistance. Many customers have reported positive experiences with Samsung's customer service team, citing their responsiveness, knowledge, and helpfulness.

Samsung's products are also known for their advanced features and cutting-edge technology. The company is constantly pushing the boundaries of what is possible with electronics, and its products often include features that are not available on other devices. For example, Samsung's smartphones are known for their high-quality cameras, and its TVs often include advanced display technology that provides a superior viewing experience.

Overall, Samsung is a highly respected brand that has earned a reputation for producing high-quality electronics. Its products are known for their reliability, durability, advanced features, and user-friendly interfaces. If you are in the market for new electronics, Samsung is definitely a brand worth considering.
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