Samsung

I purchased a Samsung UN65KS8000 TV which was marketed with a “Burn-In Guarantee for Life.” The unit has developed clear, permanent image retention consistent with burn-in, making it unusable. I provided Samsung with detailed photos and documentation including a BestBuy receipt confirming the issue and referencing their product guarantee. Despite this, Samsung’s Product Support Team concluded based solely on images and without a physical inspection that the issue was “not related to burn-in.” They informed me that I must pay out of pocket for a panel replacement, which I believe directly contradicts their advertised lifetime burn-in coverage. I have spent several weeks corresponding with Samsung’s Extra Care representative, Bernice Huskey, to resolve this matter. Samsung has declined to honor the guarantee or provide any accommodation, despite clear evidence of burn-in and their own promotional claims.

I submitted a pre-order request for the Samsung Galaxy S25 Ultra (1TB version) under the official campaign announced by Samsung Middle East. Based on an official confirmation from a customer service representative that the device was available, I went through the trouble of issuing a dedicated bank card and funding it specifically for the order. This process required time, effort, and trust in the company. However, I was shocked to find that my pre-order was canceled without any prior notification or alert. To make matters worse, the customer service responses I received were repetitive, unprofessional, and devoid of any practical solutions. They simply pointed to the campaign’s end date of February 12, despite the fact that I fulfilled all requirements within the designated time. I reached out multiple times and even escalated the issue to Samsung’s headquarters, but the responses remained cold and generic, which reflects a complete disregard for customer trust. Such conduct is unacceptable from a brand of Samsung’s caliber. I am sharing this experience to warn others about dealing with Samsung Middle East and to demand accountability from those who compromise the brand’s reputation and dismiss consumer trust. If the issue is not resolved urgently, I will be forced to escalate the matter through media and legal avenues.
Faris ghanim
Iraq-Baghdad
[protected]

On June 3, 2024, I purchased an AR35 White AR12TXHQBWK A++ 12000 BTU Inverter Wall Type Air Conditioner from the EPATeknoloji store on the Hepsiburada website. The seller promptly shipped the item, and with HepsiJet XL’s fast and seamless delivery, the product reached me on June 5. On the same day, I called Samsung Turkey customer service to create a service request, but they called me back after three days. When they called back, they scheduled an appointment for June 15, the day before the holiday. Their explanation was that this was the earliest date available due to high demand.

If I bought an air conditioner during the summer heat, the purpose is very clear; such a long waiting time is unacceptable. Every summer, people purchase air conditioners more than in other months, their air conditioners break down, and they need maintenance. The service should have an operation plan accordingly. Saying “we can only schedule this date due to high demand” is disrespectful to the customer. It’s like telling a thirsty person to drink water after 10 days or leaving a deceased person at the grave for 10 days. These things might seem trivial, but this truly shows the value Samsung Turkey and its authorized service give to their customers.

I called the authorized service and Samsung Turkey customer service many times. I suggested, “I’ll pay out of pocket to have the installation done myself, and you can come and approve my warranty then.” They said they couldn’t do that and that they had to install and approve it themselves. I wasn’t given this air conditioner as a gift, nor will I receive payments for using it. It’s a product I paid for, and the purpose of an air conditioner is to cool down during hot summer days. Why they want to make the customer suffer, I have no idea. Also, I’ve been working all year, waiting for a vacation once a year, and they say they’ll come on the day before the holiday, preventing me from going anywhere. Another concern is that they might call on that day and say they couldn’t come due to high demand, ruining my vacation, or they might come and say additional things need to be done, delaying the solution until after the holiday.

I will never purchase even the smallest product from Samsung again. It’s clear they do not care about Turkey. When I told this situation to my close friend in France, he said this was unacceptable, but in this country, monopolized brands like this treat us as second-class citizens with our own money. In short, I do not recommend their air conditioners or any other product from Samsung Turkey.

They make a beautiful appliance but they will do NOTHING for you once you pay thousands of dollars to own one.

I purchased a Dacor refrigerator, specifically Model DRF427500AP in October 2023. However, when it was delivered it was missing its leveling feet. I contacted Dacor and Dacor scheduled an authorized service provider to inspect the refrigerator. As a result, the missing parts were ordered and set to be installed at a future date once they were delivered. After significant delay, the missing parts were delivered directly to my home and Dacor scheduled another authorized service provider to install the parts.

The parts were installed on January 31, 2024 and the refrigerator was placed back in its original location. However, in doing so, the Dacor’s service provider caused significant damage to the sides of my new custom cabinets and damaged the front and bottom refrigerator doors so that they are not able to be closed properly. I immediately contacted Dacor and provided several photographs of the damage and was advised on numerous occasions by Dacor customer representatives that I would be contacted to further discuss the matter. However, to date (March 23, 2024) I have yet to receive a resolution or even a response. Due to the negligence of the service provider scheduled and authorized by Dacor, I have been left with damaged cabinets and a refrigerator that is not able to be utilized properly and a bunch of empty promises.

My issue isn't with Samsung but with the RXO delivery service. They changed the date on me twice without asking me to make sure it was OK. I was not informed of the second change at all! So here I am, at home because I took PTO from work to be here, and they screw me over again! With no offered solutions from them! Samsung better start going with a different delivery company soon.

About 25 days ago, the service center came to replace the refrigerator. They said the refrigerator I bought four years ago needed to be replaced and that repairs were impossible. Samsung officials still haven't responded. I can't meet my basic needs. It's truly awful to be victimized by Samsung. I urgently request that the company replace the refrigerator free of charge.

I bought my Samsung's Galaxy Watch Ultra only 3 months ago occasionally in UAE and went to Serbia for a long time. The watch's sensors stopped works 3 days ago and local (Serbian service centre) told me that I must pay for the diagnostic and possible repairs. The UAE service centre provide me with the answer that it can be repaired free of charge in case on coming to the Gulf countries.
I'm not available to pay another time for the same good in a three months or go to the Gulf countries to avoid paying.

Dear all,

I am writing to express my extreme dissatisfaction with the recent service experience I received from Samsung Egypt concerning the repair of my TV. This email details a series of concerning incidents that raise serious questions about a potential manufacturing defect, unethical business practices, technician incompetence, and a blatant disregard for customer satisfaction.

Unexplained Malfunction of Infrequently Used TV

My primary concern lies with the sudden appearance of horizontal lines across the screen of my Frame model (65-inch) TV. This is particularly perplexing because the TV is located at my summer house and is used infrequently. It is highly unexpected for such a significant technical issue to arise with minimal use, especially in a controlled environment. This leads me to believe there might be an underlying issue with the TV's manufacturing process. I am eager to understand the potential causes of this problem, including any possible manufacturing defects.

Subsequent Service Lapses

On Sunday, June 23, 2024, I contacted Samsung Egypt to address this issue. While I understand the TV might be out of warranty, the subsequent events raise serious concerns:

Technician Incompetence and Misrepresentation: The technician assigned to my case lacked the fundamental qualifications and expertise to address a complex technical issue. His unprofessional attire – sweatpants, a t-shirt, and sneakers – was an initial red flag. Even more alarming, I discovered he holds a diploma in commerce, a field entirely unrelated to television repair. This raises serious questions about Samsung Egypt's technician selection process and quality control measures.

Rather than conducting a proper diagnosis check panels and HDMI perhaps consider changing them, the technician only performed a factory reset and hastily left, claiming the screen required replacement. This action rendered our remote control inoperable, necessitating a follow-up visit. It is utterly unacceptable to dispatch a technician with no relevant technical background to handle a sensitive electronic device.

Spare Part Inquiry: On June 2, I inquired about the timeline and cost of the required spare part. I was informed that the team was working on it, but no further updates were provided.

Unethical Cancellation: On June 5, during an official holiday, I received a call from one of your employees I believe in the accounts team called “Nisreen", who asserted that I had requested the cancellation of the spare part order. I explicitly stated multiple times during the call which you can check the records that I had made no such request. Despite my objections in numerous occasions during the call, the order was canceled and Samsung Egypt sent me a message indicating the cancellation was according to my request!. A copy of the message received is attached which is extremely violating my rights as a customer, and acting against my well. It is an act demonstrating a disregard for customer satisfaction and well-being. This unethical act caused significant emotional distress, as it left me without a resolution and feeling unheard. This underhanded tactic demonstrates a complete disregard for customer satisfaction and a willingness to mislead for reasons unknown.

Lack of Support: Following the cancellation, I attempted to contact Nisreen, but her number was inaccessible. I had to resort to the call center, where I encountered further frustration. The case was closed without explanation, and when I requested its reopening, I was informed that IT issues prevented this. This lack of support over the weekend was disappointing and reflected a disregard for customer needs.

Internal Coordination Issues: It is evident that your operations teams (accounts and complaints) are not aligned to prioritize customer needs. The inflexible process hindered my ability to reopen the original request promptly or to get any support of the complaints team following the closure of the request against my well.

Insufficient Resolution: On June 29, I received a call from the complaint team indicating that action would be taken against the employee involved. However, this does not address my concerns. I requested an official apology and a meeting with the complaints team, both of which were declined. Such a response is unacceptable for a brand of Samsung’s statur

I vehemently refute this claim. This underhanded tactic demonstrates a complete disregard for customer satisfaction and a willingness to mislead for reasons unknown. My attempts to reach Nisreen afterward proved futile, and the call center offered no assistance. The case was inexplicably closed without explanation, and reopening it was allegedly hindered by "IT issues." This lack of support over the weekend was not only disappointing but indicative of a system that fails to prioritize customer needs.

Internal Disarray and Inflexible Processes: The complete lack of communication between your accounts and complaints departments further highlights internal inconsistencies. Their inflexible processes hindered my ability to promptly reopen the original request.

Insufficient Resolution Offered: While I received a call on June 29th indicating action against the employee involved, this does little to address the core issues. My requests for a formal apology and a meeting with the complaints team leadership were both rejected. Such a dismissive response is utterly unacceptable for a brand of Samsung's stature.

As a loyal Samsung customer across various countries, this experience has severely eroded my trust. To rectify this situation, I urge you to take the following steps:

Conduct a comprehensive investigation into my complaint, with a particular focus on the unethical cancellation of the spare part order and the possibility of a manufacturing defect in the TV.

Facilitate a meeting with the head of the complaints team in Egypt to discuss these service lapses and ensure such incidents are not repeated.

Provide appropriate compensation for the inconvenience caused by the unethical act of your employee, the technician's incompetence and the emotional distress.

Issue a formal apology letter acknowledging the shortcomings in your service.

Investigate the cause of the TV malfunction, particularly considering the infrequent use of the device in a controlled environment.

Addressing these issues promptly will not only restore my faith in Samsung but also demonstrate a commitment to resolving customer concerns effectively. My request number is [protected]. You can reach me at +[protected] to discuss this matter further.

Thank you for your time and attention to this serious matter.

Sincerely,

Hala Mohamed

Dear All,

I would like to submit a complaint regarding a horrible experience i had here in Egypt to buy a Samsung Product which made me now think twice and searching for other brands who offered a better experience!

Sorry to say that Samsung Egypt has successfuly turned me from a loyal customer ,almost 90% of my house elecrtonics are samsung... to doubt the whole brand!

It started when i wanted to buy a wirless vaccum cleaner (Jet 60 Model: VS15A6031R4). I went to their website but i couldnt find the product so i reached out to Samaung of Facebook who kep sending me automated messages on visitng the website or retail stores!

Went back again to the website and contacted someone from the chat team and they told me its not availble online and i need to check the stores.

Today I went to Mall of Arabia mall store and surprisingly its not even on their system so i went to another store near by in The Gate Mall and as expected its not there!

I asked how can i know where it is instead of going here and there as mu time is limited and all what they offered was they said you need to contact each store separately !

Am i supposed to cross the glob to buy your products isnt there anyone who can give me an answer on where to find the device and buy it?

At the store i called the customer care and Marwan (The CC rep.) has shown me the worst customer experience ever, with zero empathy.. zero professionalism and i when asked to talk to a supervisor he refused to pass the call... All what he did was make me more angry and frustrated that i couldnt even continue the call!

The question is... is it my fault to even think of buying a samsung product? None of the whole stream of samsung support went a tiny extra mile with me despite im a closed deal!

I am now searching for similar product in other brands as none of the samsung staff were able to help.

WHERE the nightmare started, purchased Samsung fridge in Nov 23, it leaked, then would not get cold a month later. Called Samsung, they said Cone appliance couldn't come for 2 weeks, MY mother is 90 years old takes medicine, and had knee surgery, I asked samsung to send a loaner until repair guy fixes fridge, they said NO, I had to buy a temporary fridge for her to EAT and have ice for her Block for her knee replacement, Cone appliance comes 2 weeks later, said it needs a compressor, orders one, takes another week, comes back gets up inside fridge and the entire inside of compressor area was damaged/broken, he said it could not be replaced the fridge will never work again too much damage, he said call Samsung get an exchange or Refund. I called they said they couldn't exchange fridge for at least 4 weeks, WE couldn't wait, so LANDER said I'll issue a refund on Jan 29th, he text me asked for Receipts, which I text the same day. NEVER HEARD FROM HIM AGAIN. TODAY, March 10th, still no refund, I contacted samsung again today, spoke with Ramises, he assured he would escelate the refund. I have to say WE have always purchased ALL of our appliances, phones, and TV's from Samsung, and never had a problem. TODAY we are disgusted with the service we have received to date about this refridgerator. BEFORE I file a complaint with the better business bureau and put my horrible experience on social media I'm giving Samsung a chance to redeem yourselves to refund my 90 year old mother the price she paid for the LEMON refrigerator she purchased at LOWES. We are very unhappy, she has had stomache problems since all this happened, since Jan 29th I had to purchase another refrigerator from Home Depot so she didn't starve to death waiting on Samsung to refund her money, she is on Social Security, and your companies lack of empathy, to an old women after she purchased your product is disgusting. I expect a phone call from a supervisor letting me know they have escalated her refund to her credit card. within 24 hours i'll go public about this nightmare we have had to deal with since DECEMBER.

Model # RF 32CG5300SRAA

Serial # OBXG48CW702301H

Purchased at Lowes:

Made numerous contacts with Samsung, they asked for reciepts, we submitted them Jan 29th. STILL NO REFUND, JUST EXCUSES.

Karen Bavis

c/o Cynthia Howells

8780 Milport drive

Boynton Beach Fla 33472

561.502.0060

We purchased our dishwasher December 1, 2023. It has been throwing a code since early January, 2024. We have tried to get our dishwasher repaired. We have gone through Samsung and have had one repairman come to look at the dishwasher. Now Samsung is saying that they can not get the parts to fix the dishwasher. They have transferred us to Exchange Department. We have sent the receipts for the dishwasher. When we try to call, we have to jump through many hoops and eventually get hung up on. We have spent hours on hold. I want to know when we will receive credit for our dishwasher so that we can replace it.

After Samsung Turkey did not fulfill its campaign promise by giving Ininal Card ®, the Consumer Arbitration Committee found Samsung Turkey (Samsung Electronics Istanbul Pazarlama...) unfair with the decision of defective service. Enforcement proceedings were carried out by the enforcement office and foreclosure proceedings were carried out against 23 banks, and the campaign promise was collected. I am very much dissapointed with the experinece I have gone through with Samsung Turkey. From now on, I, my family and my relatives will never purchase any of Samsung products.

I brought this fridge from Best Buy and had it delivered and installed by Best Buy. The fridge is supposed to be ice marker ready. The freezer section is set up for the ice maker. There water valve, not tubing to the ice maker nothing that has to do with water for the ice maker. The fridge was purchased this year (2024).

I brought this fridge because it was to be ice maker ready.

I returned a Samsung Z Fold 5 to BestBuy that I ordered from Samsung. I have called 5 times to receive a refund and emailed the receipt over and over and still no refund is every issued. They always escalate my phone call to someone but it is never resolved.

I purchased a Samsung Z fold 5 on Dec 26th. Picked it up from BestBuy on Dec 27th and returned it on Dec 28th. I have not received a refund. I was told that once Samsung Received my return that a refund would be issued.

I have attached the receipt provided by BestBuy.

Was sitting on my couch watching TV when suddenly we heard a sound like ice crashing. Eventually opened the fridge, the bottom shelf had shattered into a million tiny pieces. Glass everywhere, spent an hour cleaning, have cuts on my hands. And now I am missing the bottom shelf. How can this happen unless the glass was defective, shelf was not damaged or overloaded. Glass in my crisper drawers, on my floor everywhere