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General discussion

Samsung Complaint !!!!!

Oct 4, 2009 1:32AM PDT

I want to vent my Samsung experience because I am too frustrated with a Samsung product and their customer service. I purchase a reasonable expensive (over $1,000) flat top electric stove because I thought it would be better then the generic GE products and I liked all the bells and whistle the stove had. I got it delivered to my house and the installer just turned it on to show that the stove worked or so I thought. Since I had never used an flat top before, I didn't know how long the hot surface like was suppose to stay on. After 2 hours, I realized something had to be wrong. I called Samsung Customer Service to report the defect two days after my stove was delivered (my big mistake). I should have called Best Buy and asked them to replace it. Samsung Customer Service were nice in providing me with a local service company and the company did contact me a few days later. The tech showed up to my house on our scheduled date at 5:30 when he was suppose to be at my house between 8 - noon. The tech took apart the stove top section and pull out every wired that the connected to all five burners before he told that he had to replace the burner. He was so rough pulling out the wiring that I felt he devirginized my stove since I hadn't even used it. I called Samsung and complain that I should get a replace since I had just purchased within 14 days. They transfer me to the Executive Relations department (no public relation) for further assistant to replacing my stove. They gave me a transaction number and tried to resolve the problems several time. Each time I call for status, I get a new answer why my request wasn't approve or what additional information I was missing. Two and a half months later, I have been rejected 2 times for a replacement, waiting for a 3rd and wondering what excuses now as to why they won't replace it since I provide them with everything except my DNA that I purchase the product. I am now on a Samsung products protest and ready to ebay my stove off and cut my loss and just buy a new stove from another manufacturer even GE at this point.

Discussion is locked

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Worst Samsung Support ever - Washing Machine
Jan 8, 2018 6:17AM PST

I am joining the club of extremely dissatisfied customer of Samsung Support. I dont think they read these Forums or are bothered about any customers.

Its been a month since I have been trying to get the washing machine fixed which is fully in warranty. Original problem was that the Machine would make a loud noise but was not spinning. So clothes would wash, and water was getting drained but just wont spin. After over two weeks the Engineer visited to repair the machine, basically replace the drum, it led to a bigger problem where the water started leaking.

When we ran the cycle after the repair, the full kitchen got flooded with water as the replaced drum seems to leak water. This caused damage to my kitchen furniture.

I have since been assured a replacement and they will also look into the damage caused. However, it seems every time I have to contact them to hear that someone will get back to me in 24 to 48 hours, and I dont know how does days and weeks passing by, I haven't yet received one phone call back from their support organisation.

There is no coummunication what so ever. I had to take 3 days off my personal leave to stay at home. Also, the best part is, on the first confirmed appointment, the Samsung Support confirmed at 9 am that an Engineer will visit on that day, but then since I did not receive a call on that day either, I contacted him about noon, and turns out that the Engineer was not coming as the Service Center was over booked. Well then how did I get so many confirmations?

When you speak to them, all they do is apologies, but unfortunately no one takes ownership. Lets see how long before I can get the Washing machine working, and then how long will it take for them to process and investigate the Damage caused to my furniture due to the poor work.

Other than the technical issue, my main concern is the communication is so appalling. No one communicates to you and you are expected to call them even though they promise someone will call me, and then the timer seems to start again for the next 24 to 48 or sometimes 5 to 7 working days.

Samsung is all big on marketing and bull **** about Customer being first, whereas my experience with some other companies with product after sales service is far superior than Samsung. So its a big NO For any more future Samsung products. I will look for alternatives....

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My Samsung Washer- also is junk
Apr 2, 2019 7:13AM PDT

I feel your frustration. I, too, bought a Samsung Washer and Dryer. They are junk. My washer lid hinges are rusting! I have never owned a washing machine that had issues with rusting. Sadly, the problem did not start until after the warranty expired. I wish you luck in getting a satisfactory resolution. My solution is to try to treat the rust and sell it. Now, if only I can find a brand that is reliable and has good customer service.

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Complaint
Aug 30, 2017 12:56PM PDT

I have a Samsung galaxy S6 edge plus I call Samsung because that phone its very hot when I use it .they told me to send it back it's will cost me $ 75 after a couple days they called me said it can't fixed they send me the phone back when I opened the box the phone as hacked and damage on it I called them they said they can't do anything maybe it's from the ups. What can I do in this situation. It's Samsung responsibility to handle this situation

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As noted. The claim is now against UPS
Aug 30, 2017 1:02PM PDT
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can you prove it?
Aug 30, 2017 1:55PM PDT

If you can prove what the condition of the phone was before you sent it, then you have a case to file a complaint. if you paid the75 dollars via credit card, file a dispute to get your money back. If the phone was properly packed when it was sent back to you, then UPS was not at fault. the problem is, Samsung is too big so it will be hard to fight them. I like their phones but I dread what my blood pressure would do if I ever needed warranty work.

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Customer service from Samsung
Sep 1, 2017 11:20AM PDT

Have tried for over a week to get my Samsung Galaxy S8 8+ fixed. Call Samsung last week. In Pakistan as you know already. And explained all my problems with the product. Was told what to do and send them. In order for them to address my problem. Well I did all that. And wanted for response. 24- 72 hours was told. Plus email follow up. Well waited, nothing. Call again was told had to file work order again. Giving second work order number. Did again all asked of me. Nothing. Call 3 more times got yet another work order number. Still waiting for the response. Wife phone still not usable. Paying for equipment I can not use and getting nothing from Samsung but the run around. Does any one have a way to get their management attention on this. They customers service depth works off scrip can not understand them. There is never a manager yo speak to directly. If you do speak to someone other than agent. You can bet it just to stop your complaints. They show no concern you are spending 1000's Of Dollars for their products you gave issues with. And can not get support from them.

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(NT) Freezer card 1 times I a month
Sep 14, 2017 6:55PM PDT
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(NT) Freezer card 1 times I a month
Sep 14, 2017 6:55PM PDT
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(NT) Freezer failed twice. Still will not send a technician
Sep 14, 2017 6:57PM PDT
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Will never buy Samsung again
Sep 20, 2017 1:17PM PDT

My dryer I had less than 8 months broke. Spoke to numerous representatives all saying something else. Finally got a hold of a supervisor who said we can not use our manufacture warranty that is clearly stated that we receive manufactures original warranty on receipt. Due to no service agent in area that I live in. Will never buy another Samsung product in my life, and will make sure as many people as I can will never buy from them again. Aweful customer service!

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Sammsung on ********
Oct 17, 2017 5:28PM PDT

**** you and yur ******** promotions. I spend over 2200 on 2 phones n yu give nothing

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Samsung Dryer more dangerous than their exploding phones
Oct 25, 2017 5:13PM PDT

Samsung appliances are absolute garbage and their customer service is a bad joke - I spent 45 minutes on the phone with a customer service rep who barely spoke english - I bought a samsung washer and dryer set and so far have had to have them repaired a numerous of times in less than 2 year, The most recent and serious issue is a huge safety concern. The Dryer will not turn off unless you open the door or flip the breaker off . The unit runs it cycle and the Keypad goes off but the dryer keeps running. We turned the dryer on the other day and went out for a few hours only to come home and find it still running after 6 hours?!!!! I called Samsung and they basically blew me off saying to call a local repair shop, There was no concern that this issue could have resulted in a fire or the fact that I found this was not a rare problem. Now I have decide it it's worth throwing good money after bad and repair this crap again or push the piece of garbage to the curb and by a new one ---- last piece of advice run don't walk away from any samsung product , you'll be glad you did

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Does NOT scare about the customer.
Oct 28, 2017 11:41AM PDT

I am a phone addict and stockholder. I love mobile devices. I have always said that Samsung towers and gleams over Apple’s products and customer service; however, as the last few months, my feelings have been trampled on. I have a concern with the company Samsung Mobile. Last fall 2016 I went through the ordeal where I had to switch from 3 different devices due to the battery issues affecting the safety of Samsung Galaxy Note 7 customers. I was so excited when the Note 7 came out. I waited in line at AT&T for hours. I ordered 2 Samsung Galaxy Note 8’s – one for me and one for my sister-in-law. Then a few weeks later, the news broke about the fires. I had to wait in line, again, at AT&T to downgrade my device from the Note 7 to the S7 Edge. Finally a few months later, I got my 2nd Note 7. I was back in heaven. I did notice the back got warm but nothing too odd. I was happy. A week later I hear the instructions to return the Note 7 permanently. It felt simply like a tease. There were all kinds of rumors floating around that the Note series was to be discontinued, etc.. I ended up with the Galaxy S7 Active as my permanent replacement phone. It was a great device but simply didn’t measure up to the terrific experience I had with the Note 3 or Note 7. I ended up allowing a family member on my cell phone plan use this as their phone as I was disappointed. I bought the Samsung Note Tablet 7 to use in place of the note 7 phone. This was a comparable product; however, it became difficult to carry with me everywhere such as a the gym or on a walk around the park. The note series was excellent. I could carry it anywhere and be in touch with everyone performing every action imaginable right there with my Note 7. So, at that point, my Note 3 was getting old and not responding very well to normal operations. I called Samsung and inquired about the Note series, again. I was transferred 3 times. I spoke with various departments including the escalations center, customer service, then Note 7 customer service. No one wanted to simply answer my question as to the future of the Note series. I was advised by the rep in the escalations department that it would be wise to simply purchase the Galaxy S8 Plus as it operated “just like the Note 7.” I tried it. It is a nice phone, but it simply doesn’t meet my needs. I need the stylus. I need the ease of selecting characters with a stylus in a picture and the phone pulling that data into a text document. The Note 7 had all of these features. After taking the Samsung representative’s advice and upgrading as the future of the Note series was unknown, I hear a month or so later that the Note 8 was to be released in the Fall. I was very excited. I heard rumors that Samsung was going to allow folks to upgrade to their new device with ease – even special offers to customers that previously had the Note 7. I even heard rumors that customer’s in Korea could get the new device at ½ off price tag. I checked with AT&T customer service and then Samsung customer service. Nope, I was not eligible to participate in the trade / swap program. I expect a lot out of my smart phone. Samsung has always provided top notch customer service and a quality product to fit my needs. As of this time, three calls later and a considering a BBB & FTC complaint, I don’t feel like Samsung has offered me the quality experience which I tell my customers to expect. I personally have 20 lines on my cell phone account. I always recommend the Samsung devices over any other company because your company has stood beside it’s products up until now. While writing this email I had the chance to review Samsung.com’s career page. Your company advertises the statements below. I need a rep and a company with “dedication”. I need a person and a company with “good corporate citizenship” to help me. Up until this incident Samsung has always demonstrated a “pursuit of excellence.” Can you please see it in your heart to help me with this issue? All I would simply like to do is swap this device, the Samsung Galaxy S8 Plus, for the Note 8. I want to have the chance to tell folks “Samsung cares about its customers, stands behind it’s word….not, only, about the money.” I really look forward to hearing back from you.

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Worst experience with my note 5 repairing
Nov 6, 2017 7:49AM PST

Worst experience with my note 5 repair. This case created on oct 3. is already over a month by today. and The phone received by you on Oct 17.the request invoice sent on OCT 27.
But where is my phone? support link never worked. called/emailed/ chatted them many times and no clue.

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SAMSUNG washer severely rusted warranty unfulfilled...fraud?
Nov 6, 2017 10:10AM PST

Samsung is defaulting on warranty services. My Samsung washer is SEVERELY RUSTED through the bleach dispenser, detergent dispenser, top cover and onto the body of the machine. I have had 3 technicians come out, acknowledge this is a KNOWN ISSUE, and even stated that it was THE WORST THEY HAVE EVER SEEN. When attempting to fix the cover the last technician removed the top piece, dislodged chunks of rust into my machine, claimed he couldn't call into Samsung to get a coveted 7000 number because they were closed, and again left my machine unrepaired. Samsung has kept me on hold for the better part of an hour now and claim all they can do is send another tech out to basically repeat the same cycle.

This is a lucrative business for both Samsung and US Appliance their contracted service provider. US Appliance keeps collecting diagnostic fees while Samsung never has to pay out on warranty work. US Appliance also takes this fraudulent process further by cancelling my service appointments claiming that work is not covered by my warranty and asks for money up front to keep the appointment. As this is NOT TRUE and also probably fraudulent I have to call Samsung back again and get them to reauthorize service calls and then get out service appointments rescheduled.

I also have a Samsung refrigerator with a warranty issue on the seal. The exact same process has been replicated, where it is diagnosed as as warranty related issue. They are scheduled to come and repair it. Our appointment is cancelled stating it is not a warranty issue an US Appliance asks for payment. I have to call back and get Samsung to reauthorize it. Someone finally comes out to fix it but instead of fixing the issue they re-diagnose it incorrectly to avoid warranty fulfillment.

This is an obvious pattern and I am utterly disgusted. I have photos and would gladly post them if I was able to insert pictures.

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Samsung Refrigerator
Nov 6, 2017 12:24PM PST

I will never buy another Samsung appliance again. I have to unplug my refrigerator once a month ,unload the freezer and let it thaw. the fan grinds on the ice build up creating a horrible noise. The last service guy said dump this unit ASAP.

Post was last edited on November 6, 2017 12:30 PM PST

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Horrible Customer!
Nov 17, 2017 2:25PM PST

They can't ever help you. They transfer you to everyone. Never received my replacement wireless charger. They kept lying that they didn't recieve the charger I sent back that wasn't working. I gave them the tracking number. I wished I had of ordered an APPLE product instead. ALL LIES!!!!!!!!

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Samsung Refrigerator
Dec 2, 2017 12:18PM PST

I will never buy another Samsung appliance. Typing on a Samsung Galaxy S5 which has been fine but my refrigerator is horrible

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S8 galaxy fraud
Dec 2, 2017 5:34PM PST

I bought a S8 galaxy mobile at the day of introduction and after 3 months of normal use with android applications it froze and the customer service fr om Sansung told me tbat they can't repair it because it cost more to repair than the value of the phone a and that the warranty was voided because of some software loaded not allowed. I think that is BS be cause I didn't loaded any software not provided for them in applications support. Now I have to lose 750 dollars from my investment I this super sofisdticated phone that is manufactured for a bad company w with a poor cist over service and credibility of theirr products. Conclusion. I will not buy and recommend to buy Samsung ever.

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Fraudulent Warranty by Samsung Pakistan.
Dec 14, 2017 3:40AM PST

I purchased a side by side fridge made by Samsung last year in December. This fridge comes with local warranty, almost a month back its performance start deteriorating. Last week I called their customer care number and after getting 3 different call numbers I eventually reached their call center. I was told that I will be contacted soon by service person that I was on last Monday.
They visited my house, checked the warranty card which is available with me and told us that fridge has issue of gas leakage (within almost 11 months) and they will have to fill gas and repair leakage for this. That they will do by next day, but on next day I received a call from them asking additionally for purchase receipt of my fridge that I don’t have with me anymore. When I told them I do not retain purchase invoices and it is not required either, they said our Company has made this policy 2 months back.
I read through their warranty card very carefully but did not find a single work about availability of purchase receipt to claim responsibility. While they are denying me my legal right.
I want your support, to stop Samsung Pakistan from fraud with their customers. To start they should provide quality products that don’t falter within 1 year and if at all it happens, they should honor their commitment as per warranty card.

This is for Samsung Pakistan.

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Complaint!
Dec 20, 2017 1:46PM PST

Terrible quality of the brand new Samsung Galaxy S8 Plus, terrible glass protection. I bought my phone on December 12th, 2017 with cash, I was really excited and forward to buying it. The first 5 days of enjoying my Samsung Galaxy S8 Plus I fell asleep on top the phone, during the morning I saw a cracked screen. The next day I went to Best Buy to change my phone for a new one and they say they couldn't do anything about it. I felt rage and anger because they couldn't do anything for it because I didn't get a warranty for the phone. I think the company should have a warranty for 8 days when buying a new Samsung product. I payed $900 in cash, what can you guys do for me?
If you can help me please contact me at 915-263-1239
Email: anazumbrook@hotmail.com
This is a ripoff to the client.

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Last I recall
Dec 20, 2017 2:10PM PST

BestBuy has a 30 day return warranty for replacement. Check their online site and find it.

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It's been changed to 15 days, extended days during holiday
Dec 21, 2017 1:45PM PST
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Refusal to send my promo item Dex station
Dec 23, 2017 7:58PM PST

Tried to make purchase of note 8 on website would not allow said pro item was out of stock so i called and spoke with representative about issue with hopes i can make purchase over phone and just have item sent to me when in stock u was told i have to make purchase over website instructed to try again because website was having issues got same problem representative instructed me to clear browser and try again but now item has changed so the representative logs on to website and say not to worry that promo has just expired but now you can get Dex Station with purchase and trade in of note 8. So i purchase and phone and ordered phone so got email of item being shipped but no dex station so i called back and now im being told since phone has shipped they would send me promo Dex Station was given ref # called back to check on status and now im being told that since the station didn't ship with phone there is nothing anyone at samsung can do for me and to have a nice say I have been a customer of Samsung for years this is the worst customer service i have ever received you mean to tell me this big company won't honor there promotion and i should be just happy with my phone but you have 12 days of give aways and i was told there is no one that will help me everyone will tell me the same thing your customer service sounds like we not going to honor anything cause we going to go broke we don't care about our customers we already have your money it sounds like i need to start shipping somewhere else this by far the worst customer service i ever got in my life i couldn't even get a manager or corporate number or email to complain thanks for the worst service ever.
and I'm not getting any type of assistance at all

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NEVER BUY SAMSUNG
Dec 30, 2017 7:48AM PST

Why is this product not recalled there are many complaints with this model. Mine says it was manufactured in Jan of 2017, how could it not be out of commission already. Best buy is getting a bad name for continuing to sell these things. I got mine in Feb 2017 and by June of 2017 the thing would not come on. I went back to the same best buy that it was purchased at and was told without a receipt they could not help. It was a gift from my cousin who lives in a different state so there is no way she can come to prove the purchase with her credit card. My question is if they know they will not help without a receipt why this is not provided for every tablet bought. when we bought these dam things the cashier gave out one receipt. It is important for all tabs to get a receipt since they will not help without it right. I just can't believe that knowing that the defective device was purchased less than 6 months prior, that best buy has no solution for this. Disgraceful for a billion-dollar company I will never purchase anything from this company again Best buy nor Samsung. Both companies know that there is a problem but refuse to do anything about it. I can't believe the reviews here on this site because if you search Samsung complaints on the Tab A you will find many people having the same issue with this defective device. Best buy should really do something about this since they are selling something they know will not work within 6 months to a year if it makes it the entire year.

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Samsung - runaround
Jan 10, 2018 10:40AM PST

I have been given the runaround by Samsung now for over three times. Three tickets later, they are now saying that the information I provided in order to qualify for a repair/refund did not include the store number for my purchase! Moral of the story, never buy from Samsung again.

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Samsung - runaround (cont'd)
Jan 10, 2018 10:53AM PST

Samsung's setup appears to be based neither on efficiency nor customer service. I have purchased a washer, dryer, and dishwasher. The dishwasher and dryer both have issues. Again moral of the story - never buy from this company.. Should have stayed with any brand but Samsung!

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Don’t buy Samsung
Jan 14, 2018 11:41PM PST

Samsung doesn’t stand behind their products, every appliance I have that is Samsung I’ve had problems with and the people they send out are not smart and don’t know where to look for serial and model numbers. Samsung does not make quality products.

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Worst customer service to date!
Jan 22, 2018 5:13PM PST

You may feel like you are being plunked when talking to the service center for Samsung, but you are not.
My washer (less than 1 year) was broken with a leak on Thursday so I called the service center. The very incompetent person kept on telling me to get the serial number inside of the doors when the machine was basically locked down. He then told me that a service request was put in and someone would come to fix the washer on the following Tuesday. I asked him if they would provide the exact time since I needed to take time off of work and was told that someone would contact me in 48 hours to let me know the time. On Monday @5pm, no calls. I called Samsung back only to find out (besides the fact I couldn’t fully understand their English) that they had no idea when the machine would be fixed. Apparently the service center they contacted had declined the request on Friday because they have not been trained to fix the particular model of the washer. I was almost furious and asked to speak to a supervisor. 40 minutes later, I was forwarded to someone from case management who had no idea why I called. He then began to told me that if I wasn’t professional and used bad word, he would end the call (laugh). He told me to hold for 10 minutes for him to look into a solution (BS). 2 minutes later, he said that another service center in my area was contacted and that I need to wait for them to call me to set up the repair. So I asked, if they decline what would happen? He said, samsung will provide another option. I had to hold myself down, seriously. So I asked if they had took down my model number and sent the request to known professionals who could fix this model...he went silent before reciting something that sounded like Samsung policy. I then said that what if I just wanted a refund and return the washer, he replied “Samsung never gives out refunds”. At the end, I have to check back with Samsung if no one contacts me in another 48 hours, which makes the washer unuseable for 8 days.
So basically, if you are a customer who doesn’t care if your clothes are stuck in a less than 1 year old washing machine...and would like to talk to Sumsang service people around the global (expect for the in the US) several time a week. Please purchase Samsung...you’d love it!

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Total agreement: Worst customer service to date!
Feb 12, 2018 8:36AM PST

I have had an issue with a gas range since January 23, 2018 that leaks gas. I purchased it on February 22, 2017. I have spent many hours on hold and many hours with people who have to get the story started from the beginning. I am on hold now with Lowe's because Samsung (after all this time) is saying that it was damaged during installation (and could not have occurred by the factory). The short story is a gas line inside the range is crimped and they are not responsible...which I do not believe. It still has not been resolved and it is now February 12, 2018. I am writing this to make sure that others do not buy any SAMSUNG products. They are not trustworthy. Their customer service and phone people follow a script and a robot could be more caring as they use words like "I understand your frustration" which is NOT believable.