General discussion

Have you been cheated by Samsung's Warranty Service?

Sep 24, 2013 1:03AM PDT

Just for some perspective, I have been in the electronics business for nearly a decade. Working with microelectronics is something I do on a daily basis.

So, imagine my disappointment when I sent a phone to Samsung for warranty service, only to have them return it with reported water damage!

Since my warranty was voided, I took apart my phone and found...no signs of water intrusion! You can find details in a document I have sent off to Samsung for review: https://dl.dropboxusercontent.com/u/73830636/noteii.htm

What concerns me is that when I contacted them for assistance, all I received was an apology and request that I contact their voice support, which is notorious for being unhelpful and having no escalation procedure.

I'm willing to bet that there are many others like me who have had phones returned with "water damage" but have actually fallen victim to Samsung trying to save a few bucks because they know that people don't have the technical expertise to dispute their claims.

If you have a story similar to mine, I'd like to hear from you. I have a feeling that this happens fairly often, and we would benefit as consumers if we can gather this information into a common knowledge base and raise the issue to Samsung directly.

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Comments
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Wow
Sep 24, 2013 11:35PM PDT

Wow... Very nice post & research. I do not have a problem atm but I am inpressed with your work.

Please re-post if Samsung's disposition changes.

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Samsung replied to my customer service complaint
Sep 26, 2013 1:11AM PDT

Unfortunately, Samsung's reply to my complaint about this was simply "we can't handle this through our email department, please try our call center at 1-800-...."

Trying to reach someone over there who will help has been like beating my head against a brick wall. If anyone around here has any experience dealing with Samsung, I'd be glad to have their input.

I'd love to get some public eyes on this story. Given Samsung's ironclad defense against unhappy customers, I have a feeling this is a common practice. The possibility that so many people are being cheated by false water damage claims makes me feel sick to my stomach.

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Mixed feelings!
May 17, 2019 6:28AM PDT

I to have had an issue with charging my Samsung g galaxy s9+. After sending it in on warrenty they denied the warrenty due to water damage..... which did not exist. Though I did get a moister warning it was never in direct contact with any water.
After calling with my concerns they told me I was denied due to water damage. The person I talked to was very nice and tried to explain to me why I was being denied. I proceeded to explain why they shouldn't! I have previously spent thousands of dollars in the past 10 years with samsung and pressed the lie brand on to others because of my faith to their good brand.... it's a terrible lose on them over a $107 on a warrenty that should be covered without question. Expecially since they have sold their last 3 phone on submersion under water!

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Samsung S3
Nov 11, 2019 11:21PM PST

I'm having a similar problem. Samsung are claiming signs of physical damage rather than honoring there warranty. I had a problem with the HRM and other sensors opperating intermitantly and when they finally stopped working altogether I sent my watch away before the warranty period was up.
I suggest we all bombard their fb pages and other media sites untill they start taking their warranty seriously.

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Garbage warretys
Jun 13, 2020 3:01PM PDT

[I bought tv in jan with my first veterans pension check well due to issues did not get set up right away. Went to set it up got friend to help turned it on and saw white line down rightside of screen turned off called brick told to call samsung their engineers saw pics showing damage and as soon as they see or hear that word they automatically deny responsibility

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Samsung warranty scam
Jan 11, 2016 3:06PM PST

Hi I've been cheated by Samsung .with alleged water damage when not the case . and he agreed to fix it and the changes his mind so hurtful.

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led screen internal crack issue
Aug 5, 2018 8:12PM PDT

Yes me also cheated by purchasing Samsung product it's very pathetic in 8month only led failed and denied to provide warranty by blaming customer is very common trend for Samsung by involving there service center person all this are froud person sitting for looting the customer and our system and law allow them to do so because no action has been taken for customer right I never and ever suggest anyone in my life to buy Samsung product

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Hey man.
Feb 1, 2016 1:07PM PST

I have been in contact with MANY pissed off customers like yourself. I also feel organization with all of us essential. I will be in contact with you soon, if they screw me around today. Perhaps we can speak about a class action lawsuit.

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Warranty scam
Mar 31, 2016 5:34PM PDT

They pull the same crap the their hot batteries that cause screens to crack and LCDs to bleed in the Galaxy 5s. You send it in and they send it right back and say it's abuse. The turn around time is so quick I don't think they even look at the phone. I may sue them in small claims court. How annoying if they get hundreds of small claims lawsuits filed against them.

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If interested.......
Jan 31, 2017 5:16PM PST
https://consumerist.com/2007/05/11/how-to-launch-an-executive-email-carpet-bomb/ I know there is Samsung reps that watch C-net (Damage Control). I have had success using this technique with other companies. I DID BATTLE with Samsung, and have to say they are miles above everyone else, with screwing customers. I am a seasoned vet and relentless, and I had to fold'em due to attrition alone. TRULY the biggest scum suckers in the pond. Good luck with the good fight!! I wish you some success.
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Cheated customer here!
Oct 15, 2018 6:30AM PDT

Hi, I would like be part of this class action. I purchased a samsung 65" on 28 Dec 2017 & on 12 Oct 2018 by screen has developed vertical lines & web of internal cracks.. maybe a thermal burst or something. I live in Toronto, Canada. Please let me know what needs to be done. I feel cheated. My $1400 just vanished in thin air for no reason. And they wont replace or repair it in warranty. Thanks

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Same issue - 2018 65" NU6900 Smart 4K UHD TV
Nov 7, 2019 3:08PM PST

I bought it in May and after a couple months the lines and flashing started. And now the customer service is recommending dragging out my ticket until my warranty expires. They are not responding or having any of their technician contractors answer their phones. If they are even real companies...

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KNOW YOUR CONSUMER RIGHTS.
Nov 7, 2019 3:19PM PST

In my state the issue does NOT fall out of warranty since the date the issue was reported is the date that determines if it's in or out of warranty.

If they drag on till OOW (out of warranty) you have a fine case for small claims court. It may take you documenting your initial date and such and a little research on consumer law in your state but if it's a true warranty issue, you will win.

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Worst Experience
Jan 5, 2017 2:58PM PST

I would like to share a recent experience with Interdiscount.

I bought Samsung S6 Galaxy from Interdiscount in July 2016 with an year of warranty.

In Nov 2016 the phone start blinking or some problem occured in it. I gave it to Interdiscount and they send it for service. After 3 weeks, I got a letter from them that the phone doesn't work as its battery broken and other reasons. This is the most stupid reason I have heard. And then they said, this is not covered in the guarantee as well. They ask me to pay CHF 80 for the work they did. They can repair it but it costs almost the same price as the new phone. And offered me if I but something of the same price then I do not have to pay the CHF 80. And all this when its in the standard guarantee period.

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SAMSUNG IS NOT WORTH IT
Jan 31, 2017 9:56AM PST

I HADE THE SAME ISSUE WITH THEM....THEY REPAIRED MY CELL IN JUNE AND THE SAME CRAP STARTED HAPPENING RECENTLY. EXCEPT THIS TIME THEY ACCUSE ME OF TAMPERING WITH THE DEVICE AND VOIDED THE WARRANTY!!!!!!!!!!!!! THEY ARE SCAMMERS AND HAVE NO GOOD INTENTION OF BACKING UP THEIR WARRANTY.

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Something that you may be interested in.................
Jan 31, 2017 5:14PM PST
https://consumerist.com/2007/05/11/how-to-launch-an-executive-email-carpet-bomb/ I know there is Samsung reps that watch C-net (Damage Control). I have had success using this technique with other companies. I DID BATTLE with Samsung, and have to say they are miles above everyone else, with screwing customers. I am a seasoned vet and relentless, and I had to fold'em due to attrition alone. TRULY the biggest scum suckers in the pond. Good luck with the good fight!! I wish you some success.
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this is what small claims court is for.
Oct 24, 2017 3:03PM PDT

this is what small claims court is for.

See how quickly it gets resolved when you file the small claims court case

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SUHD tv
Oct 1, 2017 3:35AM PDT

Been dealing with Samsung reps for the last 50 days. Lots of apologies as they explain why they haven't done a single thing to back up my warranty. Samsung tv sets have a history of bad capacitors. A problem they have "fixed" by ignoring the customer. Bottom line is that I am out over $1,000 for a tv set that I used for 8 months. If you can afford to throw money in the trash, buy Samsung. I personally won't ever make that mistake again.

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SAMSUNG TV NIGHTMARE
Oct 5, 2017 3:10PM PDT

Hello, I have also been dealing with Samsung for many months in reference to my TV. I spent $5500 and have only been thru nightmares with faulty panels changed out numerous times. Then Samsung provided another TV which also went bad and the panel nightmare repeated. Now they’re telling me that they don’t have any TV’s to offer and i can only accept an cash refund at a devalued price. This is robbery.. and BS as I’m under warranty. I’m actually looking into getting an attorney for Consumer Protection. This is really bad.. I can’t believe a company like Samsung would do this.. any advise would be appreciated. Maybe we should all get together and do a class action suit?!?.. I know there are a ton of people who are also having issues with Samsung washers and dryers. This is a really bad practice that needs to be brought to light.

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You are going to hire an attorney ????
Oct 24, 2017 3:18PM PDT

Do you understand the amounts for small claims court vs civil court?

To my limited understanding them not fixing it then wanting to reimburse for less than value is called breach of contract when filing

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Finally
Nov 23, 2017 5:41AM PST

It took 3 months of hounding Samsung on Facebook and forums such as this.. I finally got a check for full value minus taxes.

Odd they never even looked at the set. Makes me think that it was a common problem, like they're almost purposely putting out defective sets to cut manufacturing costs. Poor quality control, where it's cheaper to push out multiple sets and then stall the repair work. It becomes an interest free loan.

Never again. They've not only lost a customer for life, they've gained an adversary. They seem to be gaining a lot of adversaries lately. Don't buy their junk.

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Include me
Jun 13, 2020 3:08PM PDT

Include me I just bought tv and it has a broken board I never even had it on to watch yeah I would love to see this 2bit company go down

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I had to file a small claims case against them
Oct 24, 2017 3:04PM PDT

this is what small claims court is for.
they settled before the court date

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info needed for Small Court procedure
Dec 10, 2018 8:54AM PST

Hi

I am so pissed off that i think i am gonna do what you did, could you tell me how it works. what court, whom or what entity did you file against. you may reach me at azarifrank@gmail.com. thank you in advance.

thank you

Frank

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phone repair phone time on hold at least 6 hours sofar
Oct 24, 2017 7:37PM PDT

here is the history of my phone repair.
problems-
phone 6 edge plus gets more hot intermittently during use
sometimes when charging, the phone does not charge the battery. example battery at 6% for 1 hour
sometimes phone gets emergency calls only mode. Samsung support said this was because of weak cell signal. I said but I can see the tower.

I call get RMA
send in phone
while waiting for phone I call to check the status.
support rep says they reprogrammed the phone to work better with the battery. ( ????)
I get it back. phone works weird, more unable to make phone calls errors than before.
same battery issue

I call support . Support person said service had checked the phone and found nothing wrong so service did not repair the phone. please at least keep the lies straight samsung people.

I tell them I will be going to court to sue samsung. support person says we must transfer you to different dept.

The new person says they are authorizing replacing the battery and the main board. of the cell phone. They said they normally do not do this on phones as it is not covered under warrenty. Say what??? repairing the phone is not covered under warrenty?

I send in phone.
week later I call to check on status.
I speak to person A . Person A takes 20 mins to figure out I want to know what is going on with the phone. Person A puts me on hold for 1 hour. After 1 hour they say they had been trying to get in touch with the service center. and not whe service center is closer. They say I will need to call back tommorrow.

Tommorrow:
I call smasung. Support person B answers . I tell him I do not have the phone samsung has it and I want to know the status. He tells me he will help me troubleshoot the phone. I ask him if he can transfer me to his boss as he is an idiot. "I told you I have and existing RMA and samsung has my phone." He says oops my error . and he tries to contact the support center. After 1 hour he comes back and says I need to call the service center directly. as they are busy. He transfers me to service center. 45 mins later someone answers . person C says wong service center. transfer me to the correct one, plus give me the direct number. 45 mins of on hold I get disconnected. .
I call back . 2 hours of being on hold que Theri phone system transfers me back to the origional support line. Support person D answers and says thei si just the Technical support dept NOT service dept. Because repair dept is closed now.
Fine. in one week if phone still in service, I will go to court house to file small claims court papers.
If "repaired" and shiped back to me with problems, then I will file small claims court papers.
Then they can discuss it in court.

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Please dont buy Samsung products.Samsung Cheating its Custom
Oct 28, 2017 8:14AM PDT

Please dont buy Samsung products.Samsung Cheating its Customers by selling defective Refrigerators and not receiving any support from last 30 days

Subject-Samsung Cheating its Customers by selling defective Refrigerators
Refrigerator Model-RR19K111ZSE/HL
Serial Number-03HL4PAH202404F
Dealer- Vasanth & CO. Chennai

I Purchased a Samsung Refrigerator on 12th March 2016. First time cooling issue occurred due to Gas leakage around 6 months after date of purchase. Reference number-4220396366. Now again the same problem has occurred on 30th September 2017 and I have been calling customer care for the same. Now my product is 6 months out of warranty and again cooling is not happening at all. This is embarrassing for me and I have lost trust with Samsung. Finally the Technician came and told that this needs a gas refill again like the last time. Now, Samsung is asking for Rs 2000/- + Technician Visit Charges to refill the Gas again. I am not going to pay any single money for this. Why should I pay for a product, which has no guarantee when the next time it stops working? This is second time happening in the last 1 year. Samsung should replace the product or refund all my money for selling a defective product, which has stopped working twice within 1 and half year due to Gas leakage problem. Is this the definition of consumer durables product?

I have escalated to customer care and have called them 3-4 times but finally Samsung escalation executive told me that they could not fix the issue without money as my product is 6 months out of warranty. What a cheap response from Samsung.
Looking forward for your help and intervention.

Now it has been 20 days and I have not received any positive response from Samsung.

JagoGrgahakJago COnsumer Forum Compaint ID-9961299

Thank you.
Regards,
Gautam Gupta
Edit

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Re: out of warranty
Oct 28, 2017 8:20AM PDT

I'm afraid that only your local consumer organizations and such (I don't know how this is organized in India) or lawyer can help. Nobody here can.

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Samsung Cell Return Policy
Nov 12, 2018 2:49PM PST

Do not order on Samsung.com. I cancelled the order on 10/29. They have had my return for a long time as I have tracked the fedex back to them since the order was cancelled before it was ever delivered to me. They are now telling me it takes 14 days since today, 11/12. THe worst customer support I have ever dealt with. So bad, I never thought I would say this, makes apple look good. I will never buy Samsung again.

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TERRIBLE customer service by "Executive Customer Support"
Nov 22, 2017 5:16PM PST

The mistake was buying a Samsung phone - a new S6-Edge Plus - for my wife. When I bought the device from Amazon, did not realize it was an AT&T phone (since I have always been a T-mobile customer), but the device was unlocked and the phone worked fine. In 3 months though the phone would not charge any longer and that is when the problems began. Samsung replaced the battery, but it now had an AT&T lock on. Even after unlocking the phone, the phone continued to have issues - dropped calls, text messages that would not send, emails that were not being received, etc, etc. After sending the phone back to Samsung multiple times and talking to "Executive customer support" about 20+ times they replaced the phone since it was within warranty - charging me $700 until I returned the defective one I might add - but the new phone does not work still - it is again locked, and trying to unlock, the AT&T site claims there are unpaid installments!!! And Executive Customer Support now wants me to go to AT&T to figure out why - when I have never had an AT&T account. This is the WORST customer service I have ever experienced!!!!! They clearly sent me a used phone in replacement and charged me for it!!!! Will never recommend Samsung to anyone!!!!!!!

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Samsung avoids responsibility
Jan 14, 2018 11:55PM PST

I purchased a $2500 Samsung washing machine not including the extended warranty I purchased and got an error code after 2yrs of owning it, they sent out a repair guy that had no idea what he was doing and asked me to tell him where the serial and model number was, I showed him my owners manual where I had written it and he said he had to see the numbers on the machine, I said I dont remember where the serial and model number are, he called Samsung and told them the machine looked suspicious, he gave me the phone and Samsung cancelled my warranty. I asked him why he did that and he said because he couldn't find the serial and model numbers on the machine, he told me I could have bought the machine off the street, I showed him the receipt from Lowes and he left. I put the washing machine in the garage and went to purchase a quality Whirlpool appliance from Lowes. Dont waste your money with Samsung.

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