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Rant

Samsung Customer Service

Oct 10, 2018 6:49PM PDT

We purchased a brand new Samsung dryer on June 18, 2018. Dryer worked great for 3 weeks. In July the dryer would no longer operate giving us an error message prompting us to contact Samsung customer service. From July until August we had 3 Samsung technicians out to diagnose the issue with the dryer. After the final visit the technician stated an Engineer would need to decide if they would replace the dryer, that they could not repair. Several phone calls later, a Samsung representative stated we had been approved for a replacement. This was on August 22, 2018. We were told it would take 10 days for them to contact us for the replacement. Beginning of September, with no phone call from Samsung, we then again reached out to them. Once again we were told that someone would contact us in 72 hours to let us know about the replacement. A week later, no communication from Samsung. Another phone call to Samsung with the same results. “Replacement was approved on August 22nd, you should receive a phone call within 10 days.” It is now October 10, 2018. Our final call to Samsung. Representative stated they are unable to replace with the same model that now they would need approval to send a different model. We were told that we should now receive a phone call in 48 hours. I’m sorry, but 3 months to have a Samsung product fixed, exchanged or replaced is beyond unacceptable. I’ve never in my life dealt with a Fortune 500 company that has the most otrocious customer service and policies of assisting customers with product issues. We are going to wait for this Friday, October 12th, to see if we actually receive a phone call from Samsung. After that, we will pursue options of requesting a full refund as well as compensation for the time we have spent away from our own businesses to meet with the numerous technicians as well as the many phone calls, all initiated by us.

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