Samsung
Reviews and Complaints

This is regarding ticket xxxxxxxxxxxxxxx. I was a Samsung customer. I have purchased 3 Samsung smart watches in the past. The customer service I received today was the worst customer service I have ever received. The Gear S2 smart watch was purchased on November 18th 2017. I could not select the month of November when I was filling out the watch information on your website. Correct purchase date is November 18th, 2017. In April of 2018, the watch kept rebooting and powering down and then the back fell off. It was sent to Samsung for repair. It was repaired 4/24/18 under warranty. The service for that fix was fantastic. Well, the watch started powering down and rebooting again and then the back fell off again. I received notification that the watch would not be repaired under warranty due to liquid damage and the cost to fix it would be $216.49 which is interesting because the watch only cost $179.99 to purchase. The person I spoke with on the phone said that there was a discrepancy between IQOR Repair and I would need to call them during the week before 5 pm. I was initially asked to call first thing Monday morning so a conference call between the service center and Samsung support could occur, however I am a teacher and I am not available in the mornings. I was then told to call before 5 pm. I was also told if there was an issue at the service center, to call Samsung back so that they could get involved. At this point I thought I would be waiting until Monday to try and get the issue resolved. I was not expecting anyone to call me back as I was told the repair center was closed and it was past 7pm. Then some one called me about 10 minutes later from phone number [protected]. The woman said she was a supervisor and when I asked are you calling from the repair center, she said yes. Her ID # is 4556. She told me that the reason the watch got fixed in April was because of a 90 day warranty. The watch was purchased in November and first repaired in April. That is more than 90 days. So the reasoning of a "90 day warranty" is not correct. I know that the warranty is 1 year with Samsung as I needed a repair on the first Gear S2 I had purchased. The watch was not submerged in water at any time nor was liquid ever poured over the watch. The watch is a sport watch and is geared towards wearing it during a workout and fitness activities. It is possible that the back fell off the watch due to sweat but that should be considered under normal wear and tear. Again, the watch stopped working first and then the back fell off. The exact same issue that occurred in April. My husband is a personal trainer and wears the watch every day as it makes it easy to communicate with his clients. He loves the watch so much that when the first watch I purchased broke and was no longer under warranty I paid the $70 or so for the repair (which then later broke again) and then I finally purchased him a new Gear S2 in November of 2017. The fact that the warranty is not being honored when it was honored in April for the exact same issue is poor business practice. I have never had such a terrible experience with Samsung in my life. The woman who called me back offered me a 20% discount on a repair that should be honored under the warranty. I am extremely upset about how this issue was handled. I have asked for the watch to not to be repaired and to be returned to me. I have also purchased in the past for my husband a Samsung Gear S3. After the customer service I received, I can't say I will ever purchase a Samsung product again. I am extremely unhappy and I will be sure to post about my experience on social media.

I purchased two phones and after multiple problems, I returned them. They have had my product for over 30 days and will not reply to my now 17 emails. They won't call or process my refund. I tried the inline chat and they said they would refund me within 30 days. It's now been 45 days. They acknowledge they received their phones back. But for some reason won't process a refund. I have since opened a dispute with my credit card.

Never buy from Samsung Direct website. Their service is a joke and no one will help you with anything no matter howich you try.

Stick to Apple, they have a store and you can talk to an actual person.

i purchased the gear fit pro 2 in December, In April I noticed a chip on the face of the device. I called and sent in it with the docking station (charger) as requested. When my device was sent back it was sent, it was just the face of the device, without the charger.
After calling and requesting my device bands and charger, they sent the wrong size bands and a phone charger.
After calling numerous times, being on hold for endless hours and disconnected 3 times when asking for a supervisor. I was even told 2 supervisors would call me - which never happened.
Finally, I received the correct size bands 5 months later, I was told the charger was no longer available. I stayed on hold, got disconnected again and again, and then received and email stating that they will send a gift card in the amount of 39.99 oxo I could purchase a new docking station... I am furious - they will not replace my returned merchandise.
I do not feel I have been treated properly from Samsung and will dispute the original purchase - The item is useless without a docking station.
Georgine Rowan

Samsung 51" Plasma panel only last 2 to 3 years.
I bought this panel in 2013. A year later, 2014 there was a solid vertical line on the side and with loads of trouble finally got a warranty claim done.
Then towards end of 2015 again - same issue - this time around it was a much more hassled process as it was out of warranty. Luckily in good faith Samsung replaced it as i suspect they know there is a problem. But now, really 3 years down the line AGAIN a line. So this is the 3rd panel giving problems. Obviously Samsung, admit it there is a problem with there models and regards how many times you will replace the panel, it will only last 2 or 3 years!

So i complaint to Samsung South Africa but they not interested in my story. As they probably cant replace again as in 2 years i would be back by them again with the same issue.

I ran into bad luck with LG many years ago, i use to only buy LG. Now my house is SAMSUNG. Samsung, i will boycott you the same way if i do not feel a warm and fuzzy feeling on this issue i'm having!

Dear Sarvesh Kumar

Thank you for the email and multiple international telephonic conversation.

with reference to your email, firstly would like to bring your attention that my Samsung product did NOT pass  through rigorous quality checks which are globally recognized (Ref. Authorized Samsung Service Center, Pune Job sheet no. [protected]); therefore, Samsung products this time did not stand out as best as compared to other products in the same category.

Since the previous repair which was not done as per standards by the Authorized Samsung Service Center (Ref. Job sheet no. [protected]), due to which it caused damage in most parts of the phone (Ref. Mumbai Job sheet No. [protected], Front Camera, battery, LCD Screen, port PCB, Mother board...), due to the performance difference found in my product post repair by the Authorized Samsung Service Center, we no longer trust the repair of device with Authorized Service Center.

In conclusion, based on the telephonic discussion, multiple visits to Mumbai Service center, and details emailed before along with details mentioned above with appropriate references, we require a replacement phone.

Kindly let us know your final reply at the earliest before we start the proceedings.

Thankyou beforehand

Dr. Ali hussain

From: SARVESH KUMAR
To: "[protected]@yahoo.com"
Sent: Thursday, 6 September 2018 11:53 AM
Subject: Regarding Samsung Product

Dear Mr. Ali Hussain,

Greetings!

This is in regards to the complaint of your Samsung SM-G955FZKDINS, bearing serial # RZ8J50HRPFN.

It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass  through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best as compared to other products in the same category.

Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.

The feedback shared by you regarding the product quality is appreciated. We assure you that we are doing our best to give you a perfect resolution for query and you will find no performance difference in your product post repair. Samsung repair process ensures equated performance of your product to your satisfaction.

We hope that you will appreciate the fact that we want to give you the best resolution; therefore, we request you to bare with our efforts to serve you better by allowing us to repair your unit.

We once again request you to allow us free of cost repair so that we can provide you necessary service for satisfactory performance of your S8+.

In conclusion, based on our discussion we will not be able to cater your request for exchange or refund of the above said product .

We value your relationship with Samsung and assure you of our best services, always!

 

 

Regards,

Sarvesh Kumar

Customer Service

Desk Phone: [protected], Ext no. 1592(Mon-Fri, 08.30AM-05.30PM)

I purchased a 4 French Door refrigerator on 09/28/2017. I have been a very loyal Samsung fan in the past; but have never really had a problem to be dealt with. My refrigerator stopped freezing and making ice in early August. I had a service call through the call center on 08/06/2018. My refrigerator needed a
"closed system specialist" and a second service call had to be scheduled on 08/10/2018. The end result was that the problem could not be isolated and repaired. That was when my nightmare began. It took until 08/23/2018 through the call center to be referred to the exchange division. It seems there are arbitrary waiting periods required. After reading an earlier submission by an employee of a call center, I understand that they are simply not part of the solution process. They are a stall tactic. On 08/27/2018, my exchange was approved. In each of these stages, I had to call the call center to even find out where I was in the process. On 08/29/2018, my exchange was "shipped" via a trucking company. On 09/04/2018, I was advised that it would be delivered on/about 09/10-09/11/2018. I called on 09/11/2018 to determine status as I had not heard from "shipping company". I refused the "agent" at the call center and demanded to talk to a "supervisor". After 3 attempts to disconnect me, I finally talked to a "supervisor" who advised me that "no refrigerator was in route to me. Nothing has been assigned to me. No status on exchange". She then said she would contact the "supervisor of the exchange division" and request resolution. I would receive a call back. I have never received a call from the exchange division at all. Yesterday PM 09/11/2018, I received an email with a new ticket number. It seems they have "assigned a new exchange ticket number" to the "issue". I have been without a refrigerator since 08/06/2018. Today is 09/12/2018 with no end to my problem in sight. I bought a Home Depot Warranty with my refrigerator for 5 years. However, I cannot claim against that warranty until 09/28/2018. That is another 2 weeks. If Samsung is not going to honor a warranty, just don't offer one. The retail world is quicker to respond than Samsung. If you are going to have a call center, make it useful. If you are going to have an exchange center, make them productive. I now must wait 10 days to see if my current pending ticket delivers a refrigerator from the "shipping company". They do not release telephone numbers or name of the company for follow up. Ten days will be 09/26/2018 because "they don't count weekends". On 09/29/2018, I hope Home Depot will save me. By the way, I spent over $3000 for this experience and may have to buy a new refrigerator.
My Client ticket numbers are:
[protected] Repairs
[protected] Exchange #1
[protected] Exchange #2

I bought the tv On Friday. When I got home and opened the box then power button was broken. I called in store and explained to "Patel" he was like you need to talk to the manager and don't worry. My manager will tell you what to do. Patel told me that we are closing the store now . You can call tomorrow. I called so Many times continuously 1 days in a gap of 2 hours but manager didn't call me back.

I brought the tv in store and he was like you need to return in 24 hours but I explained him everything right way when I opened the tv box. Please tell me what was my mistake

Samsung. It is time to go back to the flat screen or at least offer a flat screen in the Note and all S series. I am SO over the edge! It is highly susceptible to breaking due to the exposure of the edge even in a protective phone case. Also, because of the edge, protective screen covers do not adhere perfectly to the screen. If in fact you were trying to make more money, then the edge is perfect, because they break easier causing the consumer to purchase more phones. However, after so many times I am considering a new brand. Please re think the design! I love my Note and don't want to switch, but it's getting too expensive!

I have a samsung s8 and my wife has a note 8, samsung has brought out a galaxy skin exclusive to the note 9 and tab s4, i have 2 boys that play fortnite, now like a lot of people out we cant just go and buy 2 note 9 just for the games.
I find this very appalling that samsung has favored the rich to the unfortunate people that cant afford a new device.
Maybe they should have at least considered making it for a model or 2 earlier.

لو سمحتو حد يكلمني ضروري انا عندي مشكله كبيره ومش عارفه اوصل لحد . . انا كنت راكبه مع كابتن من يومين وكانت تكاليف الرحله 55 جنيه فا انا دفعت 60 جنيه في شكل 20 ×3 ولكن بالغلط طلعوو 420 عشان الدنيا كانت ضلمه .. لو سمحتو كلموني ضروري ... لو سمحتو بحاول اوصلكوو بقالي يومين .. انا كده عايزه فلوسي .. واسم الكابتن محمد السيد .. وعربيته لونها احمر .. والرحله كانت من فندق كتاركت لحد الدائري للبراجيل .. والكابتن اخد الفلوس عادي لو سمحتو كلموني ضروووووووووووووووووووووري

My samsung note 8 which i got in feb 2018 have a dark spot on the screen. Went to samaung Mall of the Norths spoke to Lauren and Petunia, not very help full and just told me that i must pay for the screen even if theres no damage marks on the screen or the phone. I told her the guy from vodacom told me to come and show them and get their response. Petunia told me that vodacom must sort out their own problems with clients and not send them the samsung shop.

Continually have same reoccurring problem with ice maker. After service tech came 3 different times they deemed product to be replaced. Said someone would be in touch for exchange. After 10 days no contact. Called Samsung. They will keep you on the phone two hours and tell you there's nothing they can do. I even have the name of the person and his extension number, but they refuse to connect me. Direct number to ECR department is no longer in service.
Beyond frustrated. Feel taken.

I bought a Samsung S8 for my son's birthday 8 month ago.
Few days when the phone system requested to update which he follows then the phone shut.

We send to Samsung for checking and repair - as I am assume it will be still under warranty.

However, the first respond back to us is non genuine software that cause the damage which require me to pay additional 359 dollars approx, which I refuse.
i have further request them to put in writing which they also refuse

I have further make a phone call to Samsung Australia Customer Service - they said the case has been established it will be someone to call me back within 30 hours.

30 Hours later, they further make false accusation said they been trying contact me which they didnt do so. The phone return unrepair.

It is rather disappointed in comparison with how apple handle the matter.
If I dont get a rsponse, i will simple smash the samsung phone and post on face good.. and goodbye to this brand for ever.

Order. #MOPN0A0P2.

I am a Samsung Customer for more that 10 year, my entire household use Samsung products for years.
Recently we got two new phones and decided to activate Samsung Premium Case Protection, which lead us to the big disappointment. Process sound easy and not complicated, but today is the 3rd day when we continuously trying to active/enroll our phones into that program. First, entire activation process required to be done/completed through Samsung + application on the phone. Application crashes constantly and you have to start all over again, call to Samsung Support for advice & direction helplessly. Calls re-routed from one customer service field to another one. Representatives repeatedly saying like a mantra that everything should be fine and ask us to proceed the process over and over again through that crashing application.
Second, this process is required to do pictures through the mirror (front and back of the phone), special requirements: no fingers on the photo, no other objects, image should be clear/crisp otherwise pictures will be rejected by the computer. I spent 2.5 hrs first day and 1.5 second day just to re-due and re-sent pictures. All of the pictures were automatically rejected by computer or machine. We have used multiple mirrors, different lightings, day time, evening time but no luck. Called Customer service, but didn't receive help, was told to try over and over until it works & pictures would be accepted. Both representatives said that they haven't try to do pictures on their own and don't have any idea why system is so picky and pictures rejected (get me right I have two brand new phones, straight out of the box). I was very disappointed with a quality of customer service and technical support acknowledge with this process. I have asked to be transferred to supervisor and was told that they don't have a supervisor. I understand that the customer isn't always right, but amount of luck of help, rudeness and bad attitude making me worry about my tight relationship with Samsung. Sadly I have to write this Complain, so I can express my feeling and dissatisfaction. After all these time I am not really sure that the Samsung really wants their customers to have Premium Protection Care Plan, because it is almost impossible to completed enrollment process, I do photography professionally, but unfortunately it is not enough for Samsung to pass their test if the screens of my phones in prestiges condition.

Dear sir/madam
Greetings of the day!

I am Ekta Malhotra from India. I want to bring to your notice that on a recent trip to Dubai i had asked my brother to purchase a SAMSUNG GEAR S3 FRONTIER watch in black colour.
It was supposed to be my son's 13th Birthday gift who incidentally is a big fan of the samsung smart watches despite our whole family owning various versions of Iphones!
However to cut a long story short ...the watch was duly bought from CARREFOUR -mall of Emirates as both carrefour and samsung are trusted brands !
The watch was purchased on 20th July 2018 BY MR VIVEK MALHOTRA.
I received the watch on 28nd july and on 8th August the watch suddenly lost its heart beat monitoring feature and then some other apps were lost.We immediately took the watch to the customer care center of samsung in sector 51 noida .UP. where they kept the watch for a couple of days for reviewing. Today they returned the watch saying that the PCB in the watch is defective ...initially they thought it was the sensor.and it will cost somewhere around 8000 Rs to repair it!
Dear samsung team, please help me understand that that a trusted company like samsung is selling defective watches!My experience has been horrible .I Am running from pillar to post to get the watch of my son's dreams .. A product from your company which has a warranty of 1 year is not working for even a week and mind you its not some cheap watch but the samsung gear s3!

Please help me here with a solution or an alternative-though the product is purchased from UAE the international company of the product remains the same. so why cant i get the service in India? Also the person at the customer care advised that we can work on the watch if i could procure the international warranty... which i dont have as the people at carrefour never told us to buy one and we were not aware of it. Iam sending you pictures of the product and i am hoping that such genuine and renowned company would not break the trust of my child.

Thank you

Refrigerator, model #RF20HFENBBC, 2 months out of warranty quit working. Samsung sent info for repair for 2 places, 1 was 3 hours away, the other 1 hour away. Repair man suggested we junk it as it would cost more to repair than to replace. Customer service reply was pretty much "too bad". Started complaint with them in June, have customer reference number( [protected]). Wanted it fixed or replaced. Have since found that most local repair shops won't deal with Samsung and suggest any other brand due to performance.

Samsung sent a repairman out on May 12, 2018 and 4 more times after that. Repairman said refrigerator was unreparable. Since May 25th Samsung has had me email pictures of cut cord removed serial numbers copies of my receipts. Here, it is August 21st. No exchange as promised. August 27th my warranty expires and I think after that, I'm out $1057.00 and Samsung is done dealing with me.

Here is what my 2 year old Samsung Galaxy S7 looks like as of today. Worthless and $670 down the drain. So since my phone is not under warranty and you have my money for the phone, you obviously don't care how long it lasts. I was told by your rep that I'm out of luck because it's not under warranty. Yet it could have exploded or caught on fire.
You really care nothing about retaining your customers. I was an avid supporter of Samsung before this happened. I had a Samsung TV, a Samsung Tab A and verbally battled with people who said Apple was best. You are such a DISAPPOINTMENT. You can make this right and send me a new phone or I can tell this all over the internet to not buy Samsung products and post these pics.

This is the 3rd time my phone has gone invfor repair due to as far as im concerned the same issue.
Not being able to hear the person on the other end.
1st and second time done within 1 wk
This time im told its a different issue and its customer fault!
And that I need to pay!
That was last wk and I wss told I eould get a phone call within 24 hrs 😠
Im trying to find out where my phone is and im getting no help from customer service.
I pay 200 a month for 2 galaxy 8 phones and they are trying to say its my fault itd faulty!
Im furious.
If no contact from you by the 22nd of Aug im going to consumer affairs.
Ive had enough.
No more Samsung products fot me and certainly not recommendation

I bought a Samsung J5200 43 inch LED on March 31 last year. Earlier this week, about 4 and a half months after the warranty expired, the picture suddenly went extremely dim to the point it can barely be seen using a bright light pointed at the screen. Samsung only offered to cover the cost of parts for the repair, but I will still have to pay the technician for labor. It is absolutely ridiculous that Samsung refuses to fully back their defective and over priced products. I personally know others who have had similar experiences with this company, who refuse to buy their products anymore, and I feel I may soon join them. A longer warranty, would go a very long way for customer satisfaction. The fact that the TV failed not even 5 months after the warranty expired is very frustrating. If they would just own up to selling a faulty product and offer free repairs at the very least, it would be a tremendous improvement in their customer service.