Samsung Customer Service Issues

I am reaching out regarding a persistent issue with my Samsung refrigerator repair. After working with numerous employees, including Connie who referred me to the ECR corporate office, I have been in touch with a case manager named Claudia. My ticket number is [redacted]. I was expecting an update by October 30th regarding the delivery of my refrigerator and repairs to my damaged kitchen floor. The original water leak causing the floor damage was due to improper connection by a technician from "Cyber World Electronics." Despite promises of resolution, there has been no follow-up as of yet. I urgently need assistance as my kitchen flooring has been significantly affected. I was assured a new refrigerator due to the damage caused, which is still pending. Please prioritize this matter as it has been ongoing since the repair incident. Thank you. - Kim H.

Hello, I would like to bring to your attention that I purchased a Samsung refrigerator from Best Buy on May 29, [redacted]. Unfortunately, my fridge and freezer stopped working in October [redacted]. Samsung sent a technician to fix the issue, and the refrigerator worked for 3 weeks but stopped working again on November 1, [redacted]. Despite calling Samsung almost 5 times every week since then, there has been no response to my requests for assistance. Each time I call, I am given a new ticket number, but there has been no follow-up action. I invested money in purchasing this refrigerator, and if the problem cannot be resolved, I request a refund or a replacement. If this matter is not addressed promptly, I will escalate my concerns to Best Buy and share my experience online. I expect better customer service. Thank you. Simi V.

Dear Sir/Madam, I would like to bring to your attention that my family and I have been loyal customers of Samsung for the past decade. We have used various Samsung phones over the years, with my latest being a Samsung S6. Sadly, the screen broke while on vacation recently, which led me to consider buying a Samsung S8. However, I opted to repair my S6 due to the important data it contained. Following the repair at the official Samsung store in Giza, Egypt, the screen malfunctioned again once I returned to Germany for my Master’s degree. I discovered that the screen was improperly repaired in Egypt, causing irreversible damage to the phone. The service in Egypt denied any wrongdoing when confronted. I have evidence of these incidents including messages, bank transactions, and technical reports, which I have attached here. I am disheartened by this experience and question whether it is safe to continue using Samsung products. I seek assurance that such mistakes will not happen again and that Samsung will take responsibility for any errors. I have been considering purchasing a new Samsung phone but need reassurance of the quality of repairs and customer service. I hope for a resolution regarding my current phone and remain a loyal customer. Amira Olama

I bought a Gear 3 watch in April [redacted], which turned out to be defective and was sent for repair in December [redacted]. Now, the same issues persist. After contacting customer service on October 16, [redacted], the warranty was extended until December [redacted], and a replacement was approved. However, dealing with Samsung has been frustrating since then. I've been asked to submit various documents, only to be told they were rejected without clear reasons. Today, November 16, [redacted], I was informed that my ticket ([redacted]) was closed without a resolution. I am extremely disappointed with both the Samsung product and the lack of support I have encountered. All I seek is a replacement for the unrepairable watch, which has been confirmed by Best Buy.

I own a Note Pro 12.2, Tab S3, and Note 8. I've also had a Note 4 and Tab S2 8.0. My husband previously had an S 10.5 and now upgraded to the S4. We own 3 smart TVs. My favorite device is the Note Pro 12.2. I am disappointed as a loyal Samsung customer due to the lack of continued OS upgrades for the Note Pro tablet. Samsung, you created a fantastic device with the Note Pro. The size, ability to have 4 windows open simultaneously, S Pen, and price exceeded what Apple offered in [redacted]. Apple still doesn't compare to that tablet. I've seen other Note Pro owners express their disappointment. Please focus on updating the OS for this tablet or releasing a new model with features that will meet the needs of its intended users instead of constantly releasing new phones.

I have been trying to obtain a refund for our faulty washing machine for two weeks now. I was initially informed that a refund would be processed two weeks ago. I completed and submitted the necessary paperwork, including the cut cord, last Wednesday. An email confirmation was sent to acknowledge receipt. However, on Friday, I received another email stating that my refund had been canceled due to the paperwork not being received. Upon calling, I resubmitted the paperwork on Friday and waited for a callback, but unfortunately, I was placed on hold and never assisted. Today, I called again only to find out that the paperwork was still incorrect as it did not specify how I wanted to receive the refund. I was informed that I would be contacted by the refund department within the next 24-48 hours. Furthermore, it may take an additional 7-14 days for the refund to be processed. This extended delay is unacceptable as we will have been without a washing machine for a month by the time the refund is issued.

Subject: Disappointment with Samsung Customer Service To the Office of the President at Samsung, I have been a loyal Samsung customer for many years. Unfortunately, on Nov. 11, I contacted Tech Support regarding an issue with my SD card. The representative assured me that all my documents were backed up and advised me to delete the transferred data. Regrettably, this resulted in the deletion of all my documents and precious pictures, including memories of my late mother. I am deeply saddened by this loss and question why a Samsung Tech Support member did not provide me with crucial information on backing up data to Samsung and Google accounts. Their apologies do little to restore my trust and confidence in Samsung’s services. This incident has made me reconsider future purchases from Samsung. I also reached out to Best Buy for data recovery assistance, but they informed me that they do not cover such services. This disappointing experience aligns with the numerous complaints I have seen online about Samsung's customer service standards. I appreciate your attention to this matter, although I have doubts about any meaningful resolution. Thank you for your time. Sincerely, Dr. MD

Subject: Product Quality Concern and Poor After Sales Service Experience Dear Team Samsung, I am writing to express my disappointment with the Samsung Refrigerator (Model No: RS62K6007FG) I purchased on 24.05.[redacted] from M.P Electro Distributor P Ltd, Bareilly under the name of Mr. Monu Singh (Customer ID: [redacted]). The refrigerator worked well initially but later developed cooling issues and started making noise, causing significant inconvenience. Despite several follow-ups, the Samsung service centre in Bareilly, Uttar Pradesh, failed to diagnose the problem accurately. Even after claiming there was no fault and returning the refrigerator to us, they were uncertain about potential recurring issues. The service centre advised us to close the complaint and provide positive feedback to reopen it later, which raises concerns about the professionalism and transparency of Samsung's after-sales service. This experience has shattered our trust in Samsung, as we had planned to purchase more products from your brand. As a seasoned professional in the service industry, I value good customer service and expect a resolution to my refrigerator issues promptly. I kindly request your intervention to arrange for a replacement through the dealer, considering the persistent mechanical issues and the lack of a satisfactory solution. Your urgent attention to this matter is highly appreciated. Best regards, Ankur Jain

The knobs on my range are faulty. The cheap plastic used has cracked, rendering it non-functional. The part should be made of metal for durability. Despite being out of warranty, Samsung is unresponsive to the issue, which has been widely reported across the U.S. This is a safety concern and must be replaced at no cost. Failure to address this may result in serious consequences, prompting further action against Samsung. Disregarding customer safety due to warranty status reflects poorly on the company's values. Addressing the defective part promptly is essential for customer satisfaction and safety.

My name is Sean W. I am seeking to return a tablet under Samsung's 15-day return policy. The customer service experience has been frustrating as I received conflicting information about the return process. The order number I have does not show up on my Samsung account or as a guest. Obtaining an RMA to facilitate the return has proven to be challenging due to Samsung's processes. I am simply asking for an email containing an RMA link to proceed with the return. As a loyal Samsung customer who exclusively uses their products and spends a significant amount annually, I trust that a prompt resolution to this matter is not unreasonable. Thank you.

I am reaching out on behalf of an elderly couple who recently purchased a clothes washer and dryer set from Costco in California. Unfortunately, after only three months and 10 days, the new washer malfunctioned. Despite multiple repair attempts, including replacing the motor four times, the issue persisted. About two weeks ago, they were informed they would receive a refund. Following instructions, they rendered the washer unusable by cutting the cord and serial number. However, they were shocked when the refund claim was denied. Justin from customer support mentioned that he is working on the case. My clients and I are extremely frustrated by this situation, and my next step will be to contact corporate if the issue is not resolved promptly. The couple does not deserve to be treated this way, and I appreciate any assistance you can provide in resolving this matter.

Dear Samsung Customer Service, I experienced extremely poor customer service today when dealing with AICLEO from the oven service line. Despite spending an hour on the phone, my issue remains unresolved. I was informed that I would receive a callback within 12-24 hours to schedule a repair appointment; however, I fear that there was a misunderstanding during our conversation. The stove, purchased through TriCity Sales, is believed to be out of warranty as of November 1st. I request an exception to this policy due to the nature of the issue. The warming drawer, which has never been utilized, became stuck when I attempted to open it on Thanksgiving. Upon inspection, I discovered that a metal tab on the base was misaligned, preventing the drawer from closing properly. Additionally, there are scratch marks and potential frame damage that warrant attention. I expect this repair to be conducted at no cost to me. Furthermore, I suggest providing additional training to AICLEO, as she was unable to assist effectively. Despite my requests to speak with her supervisor and receive a callback, my concerns have not been addressed. I am a satisfied Samsung product owner and hope to maintain this positive experience. I believe this issue can be easily resolved and urge prompt communication to confirm receipt of this message and your proposed solution. Sincerely, Ellen T. D. Email: [redacted] Phone: [redacted]

I am writing to express my frustration with the poor customer service I've experienced from Samsung regarding my broken TV. Despite two technician visits and a determination that the internals need replacement, the necessary parts are on backorder, and Samsung has not taken action to replace the TV as promised. I am disappointed that my family was left without a TV over the Thanksgiving holiday. Despite numerous calls, I have not seen any progress. I am currently on hold to speak with a case manager but have been waiting for over 40 minutes with no response. I regret purchasing a Samsung TV and am considering seeking a refund if the issue is not resolved promptly. I am eager to contact someone at Samsung's corporate office to escalate this matter. Mrs. E. McIntosh [redacted]

I recently experienced issues with my Samsung s8 device not charging or turning on. After having multiple replacements due to the same problem, I was referred to a Samsung customer service store for repair. Despite agreeing to a $[redacted] repair cost, the store failed to inform me about additional needed repairs costing $[redacted]. When I received my phone back after much hassle, the issue remained unresolved. Subsequent attempts to contact the approver of the repair at Samsung have been unsuccessful.

I have been waiting for a year for an exchange on a TV, only to be told they ran out of the product and are now processing a refund. They have collected my TV for a buy-back, but I have not received my refund yet. I feel this situation is akin to theft, given the delay. Despite numerous attempts over [redacted] days to resolve this, I am at an impasse with Samsung. This experience has been unacceptable, especially since I began this process right after having a baby. I have not been able to fully enjoy motherhood because I have had to continuously follow up with Samsung. It's frustrating that they never return calls. I am not alone in facing issues with Samsung, and I am contemplating legal action. Please get in touch with me at sarasimon3888@ gmail.com or [redacted]. Thank you for your assistance. Sara S.

I have been experiencing problems since sending in the refurbished phone I purchased from samsung.com for repair. I was initially promised a return time of 11 days but did not receive my phone until 23 days later. Upon receiving the phone, I noticed the battery was missing. I reported this on November 15th and was assured a new battery would be sent in 7 days. Despite multiple follow-up calls, I have not been provided with a tracking number or received any updates on the battery's whereabouts. When I requested compensation for the inconvenience caused by the missing battery and delayed return of my phone, the supervisor, Kenneth, stated that they do not offer any form of compensation. I continue to face delays and have not yet received the resolution I am seeking.

Unsatisfactory customer service experience. Despite not making a purchase, I had to contact customer service four times and engage in one chat session, none of which provided answers. The latest representative, Erin #YM0120, declined to offer extended warranty information unless I made a purchase, which is frustrating as I am still in the information-gathering stage. It's disappointing to be given the runaround and lacking support, as it raises doubts about post-purchase assistance for such a high-value item. I prefer not to support a company like Samsung that exhibits poor customer service attitudes. As a result of this experience, I am exploring alternatives from different refrigerator manufacturers. This encounter has deterred me from considering a Samsung refrigerator purchase.

On 11/28/[redacted], my Samsung Galaxy S7 exploded in my hands, causing shock and fear. In the chaos, I accidentally threw the burning phone across my office desk, resulting in minor burns on my fingers. Colleagues rushed to help due to the smoke filling the office. After calming down, I visited the Sprint store in Columbia, MD with the damaged phone. The representative, Sid, mentioned that battery fires were common and offered an upgrade to a $[redacted] S8, stating it would be discontinued soon. I felt offended by the casual response to a serious safety issue. As a loyal Samsung and Sprint customer, I am upset by the lack of support and plan to contact corporate regarding this incident. In the meantime, I will seek legal advice regarding the exploding phone incident. Michelle D. Windsor Mill, Maryland Email: [redacted] Phone: [redacted]

I am disappointed by the recent price drop on the 65" Q9F TV we purchased for £[redacted].99 at the Samsung store in Leicester two months ago. Before buying it, we asked the sales staff about potential discounts on Black Friday or earlier and were advised there might be around a £[redacted] reduction. However, during the Black Friday sales, we discovered the TV price had been slashed to £[redacted].00, a £[redacted] difference. This was upsetting as we could have saved that money or used it to buy a soundbar.

On Cyber Monday, I applied for Samsung Financing to purchase the Galaxy S9 at a discounted price. Unfortunately, my initial order was cancelled by Samsung. Despite contacting TD Bank and verifying my account was in order, my issue remained unresolved. During subsequent calls to Samsung customer service, both representatives abruptly hung up on me after brief holds, leading to further frustration. I made a second attempt to order the phone with Samsung Financing, but this order was also cancelled within hours. With a broken camera on my current Galaxy S5 and the anticipation of my first child's arrival on New Year's Eve, capturing these precious moments is crucial. I seek assistance in resolving these cancellation issues promptly, as I am eager to purchase the Galaxy S9. Any help provided would be greatly valued.