Samsung Customer Service Issues

I bought a French door fridge in March [redacted]. While it was under warranty, issues were resolved, but afterwards, problems persisted and became costly. Inyathi Appliances, appointed by Samsung, handled the repairs. Following a recent costly R [redacted] repair, I tried to reach out to Kagiso and Nadeem at Voice of Customer, but they were unhelpful and did not respond to my messages or calls. They vaguely mentioned a possible trade-in or assistance. Inyathi's service was also lacking. It's worth noting that our last two appliance purchases were not Samsung products. I am now the owner of a malfunctioning fridge and have lost faith in Samsung appliances.

My Note 8 has been blocked for over a week. I discovered it was reported lost, which I did not do. Different network providers are blocking it in turns. Samsung sales explained that the IMEI number on the box doesn't match the one in the phone settings. They refuse to provide a receipt with the specific phone IMEI. This situation is frustrating as my phone remains blocked by networks where I'm not even a customer. It seems Samsung mistakenly packed the wrong phone. It's possible someone else used my phone's IMEI to report a lost phone, resulting in mine being blocked. I purchased the phone from Samsung UK in Sep [redacted]. Samsung sales' slow email responses are disappointing. I urge Samsung to replace my phone promptly, as I am unable to use it and their assistance has been lacking.

Claim Number: [redacted] I received a call from the Refunds and Exchange Department on November 7, [redacted], approving my refund for a TV that couldn't be repaired. I was promptly sent the Refund Acceptance Document via email which mentioned I would receive a follow-up email with the Refund Portal Link, but I never received it. Finally, on November 16, [redacted], after contacting Samsung multiple times, I connected with Clarisse, my Case Manager, who informed me that a physical check for $4,[redacted].96 would be mailed instead of using the Refund Portal Link. After emailing her the required documents, she assured me that I would receive the refund check in 7 business days. However, after 8 days without the check, I called back and learned that my ticket was accidentally put on hold by Miguel. Even after several promises of escalation and callback, I still hadn't received any update by December 3, [redacted]. After numerous phone calls and over 25 hours spent on the phone, I'm hoping for a resolution soon. Sincerely, Gary V. Nashua, NH. [redacted]

I placed an order (TTF3WW02) on Samsung.com on November 24 for the Samsung QN65Q6FNAFXZA 65" TV, paying $[redacted]. The expected delivery date was December 5 between 1 and 6 p.m. After no delivery, I contacted Samsung on December 5 and was advised to call AGSystems. Despite AGS following up with the local carrier in Orlando, the order could not be located. When I reached out to AGS again on December 6, they informed me that the order was a "no show" and they are still investigating. Samsung suggested I wait or cancel and reorder, but if I did so, I would not be eligible for the Black Friday price of $[redacted]. I am frustrated with this situation and seeking assistance from Samsung management to resolve this issue. - Carl Chapman

Reference: Ticket [redacted] regarding a Samsung Galaxy S8+ phone. The phone was sent for repair on November 14th, but I am currently unsure about how to proceed with the issue. Although I am relieved that the phone seems to be fixed and will be shipped back, I am disappointed with the ongoing inconvenience. I had mentioned the urgency of the situation due to a medical condition and my travel plans on Friday. I was assured the phone would be expedited for overnight delivery either on Tuesday or Wednesday, necessitating my presence for signature upon delivery. Yet, uncertainty surrounding my exact return date poses a challenge. Upon reaching out to UPS regarding a similar experience, I learned that any shipping modifications must adhere to the sender's guidelines, potentially incurring extra fees for alterations. From my standpoint, the delays in Samsung handling the repair, initiated on 11/14, have left me uncertain about the arrival of my phone. Consequently, I may need to acquire another device, which is a financial strain, along with the need for an additional SIM card. Despite exchanging 16 emails and engaging in numerous calls with courteous call center staff, their limited authority to assist or find a viable solution, without any escalation options within Samsung Corporation, has been a point of frustration. I have noticed a departure from the customer-centric approach I experienced with Motorola in the past, where users were kept informed and content. Furthermore, the absence of a clear explanation for the malfunction is concerning. I was informed that several components were replaced, and the device failed quality tests nine times, raising doubts about its reliability.

I made a purchase on November 23rd with the order number DTD1D00QB. I have not received any updates on the shipping status from Samsung since then. I submitted two tickets to eCommerce with the numbers [redacted] and [redacted] for information but have not received any useful updates. When I called, Samsung representatives said there was no new information and advised me to wait for my order. Tracking the package with UPS and USPS has been unhelpful as they claim the information provided by Samsung logistics is incorrect. I received a Samsung S9 phone promptly in the past, so I am unsure why there have been delays this time. I have notified eCommerce that if I do not have an update by 17:00 MDT today, I will cancel the order and contact my credit card company to reverse the payment.

Hello, my name is Michael. I purchased a 50” 4K UHD HDR SMART TV from your company on October 12, [redacted]. About a week later, the remote stopped working. Despite receiving a new remote and a system update on a USB drive, the issue persisted, and I was informed it is the TV's sensor causing the problem. I have contacted your customer service three times in the last two weeks, and each time, I was promised a callback from the service team within 24 to 48 hours to set up a repair appointment. Unfortunately, I have not received any contact from the service team yet. My TV has been unusable for two months now, and I am eager to have it fixed, replaced, or refunded for the inconvenience. I have reached out to Samsung support eight times during this period. I kindly request a prompt response to address this matter. Thank you.

I have been trying to make a purchase on the Samsung website since the 12 Days of Deals promotion began. However, I have encountered continuous error messages and price miscalculations. Every time I contact support, they provide basic solutions like "clear cache and cookies" or "try a different web browser," which have not been helpful. Despite reaching out to customer support multiple times, they have been unhelpful and quite rude. It seems like they are not interested in assisting but just want me to give up. After a frustrating encounter where I expressed my dissatisfaction, a representative suggested I contact e-commerce for assistance in placing the order. Unfortunately, when I contacted e-commerce, they informed me they could not help. I am now waiting 48 hours for a response, which I doubt will resolve my issue, as I have been sent back and forth between e-commerce and order support multiple times. The language barrier with some Samsung representatives has also made communication difficult. This ordeal has been ongoing for two weeks, and it is incredibly frustrating that something as simple as purchasing a phone has become so complex.

My Samsung phone, less than a year old and still on a payment plan, has been overheating constantly regardless of how long I use it. Even after brief 2-minute calls, it heats up. Despite contacting Boost, they claim no responsibility, redirecting the issue to Samsung. Considering switching to an iPhone if these problems persist with Android. Disappointed as I never encountered such glitches with previous Android devices. Urgently need this overheating issue resolved. If necessary to send it in, I expect an A8 replacement without these issues. Requesting all data transfer to the new phone with at least 32GB storage and an SD card. Thank you.

I bought a Samsung S9 from MetroPCS, advertised as water-resistant. I accidentally dropped it in the sink, causing minor water exposure. Despite the phone being kept away from water since then, it now shows water damage. Samsung claims it's out of warranty due to extensive water damage. I don't understand how a supposedly water-resistant phone could sustain such damage from a brief sink incident. I've sent it to Samsung for repair with ticket number #[redacted]. I request either a replacement or a refund as I find dealing with your company challenging.

I made two separate orders for Samsung Note 9s last Sunday with expectations of receiving them by Wednesday, 12/12, via 2-day shipping. Despite the estimated arrival date being now shifted to the 14th and the orders still showing as "processing," customer service offered little help. Upon calling, I received reference number [redacted] and was only advised that the warehouse would contact me. When requesting to speak with a supervisor, I was eventually connected to Punet, employee number [redacted], who provided conflicting information about the delivery date, leading to frustration and a sudden call disconnection. Subsequent calls revealed one order on hold and confusion surrounding my wife's order (SY7YNJ0XO) that apparently needed to arrive before mine (ST5BME0RW). The situation prompted uncertainty about the delivery timeline, with Punet mentioning a longer wait of 3 to 5 business days before abruptly ending the call. This underwhelming experience has left me contemplating exploring alternatives like Apple due to the disappointing service encountered.

A few months ago, I bought a full set of Samsung kitchen appliances. Unfortunately, my refrigerator has been malfunctioning since the beginning. Despite two attempts to replace parts, it continues to fluctuate from 26 to 47 degrees. I have multiple thermometers inside to monitor. After consultation with Samsung tech support, it was concluded that the fridge cannot be fixed. Jetsons in Fort Pierce, Florida, is aware of the situation and is awaiting a response from Samsung. It's been challenging to store perishables with the temperature instability. Mary Ann from customer service has been attempting to assist, but no progress has been made so far. I hope this matter can be resolved promptly as we have upcoming holiday guests. My contact number is [redacted]. Thank you. - James M., [redacted] Pheasant Walk Unit D, Fort Pierce, FL [redacted].

I submitted a claim for a refund on my recall machine. I was informed that a check was issued on December 1, [redacted]. After contacting customer service on 12-11-18 and 12-14-18, it was revealed that the check was sent to the wrong address. Despite the correct address being in the system, there seems to have been an error. Now, I have to wait until December 18, [redacted], for the new check to be issued. I would appreciate it if the process could be expedited and the check sent overnight. Your assistance in resolving this matter promptly would be greatly appreciated. -- R.S.

I recently purchased a Samsung stove and microwave less than 30 days ago, and I have been experiencing multiple issues with both appliances. The microwave is not heating or cooking food properly and shuts off unexpectedly. Additionally, the stove is not baking food thoroughly, leaving it raw. Despite reaching out to the service department and even emailing the office of the president, I have not received a satisfactory resolution after a week of trying to resolve the problems. With family visiting soon, including my son returning after 4 years of military service, I am desperate to have fully functioning appliances to cook for them. I am considering returning the products as I have only had issues with these specific items, while my other Samsung purchases have been satisfactory. I hope to find a solution soon so I can provide meals for my family without further inconvenience.

On 11/23/18, I bought a front load washer and dryer. Additionally, I purchased 2 pedestals on a separate ticket as they were on back order. The washer and dryer were delivered and installed on 11/29/[redacted], but I was informed by the technicians that they would return to install the pedestals once they were delivered. The pedestals arrived on 12/07/18. Despite being assured by Samsung that the delivery company's representative would contact me within 24-48hrs, no one reached out. After contacting Samsung once more, I was told a new ticket would be created, but on 12/17/[redacted], the 3rd party company said they couldn't install the pedestals because they weren't delivered with the washer and dryer. Samsung stated they couldn't help and refused a refund due to the time period. Now I have appliances and pedestals waiting to be installed or need compensation if I hire a private installer.

I am experiencing frustration with my brand-new Chromebook purchased from Samsung, which has developed issues within a few weeks. Despite sending it to the service center twice, I have faced misleading information from Samsung's representatives. Initially, I was informed the issue was resolved, but it was not. Subsequently, I was assured of a fix, only to be told it's not covered by the warranty. This situation has left me unable to use the Chromebook for six weeks. I have been a loyal Samsung customer without previous problems, making this experience even more disappointing. I request a replacement rather than having the device labeled as "Customer Abuse." I feel let down by the lack of assistance and dishonesty encountered. I am seeking redress for the added screen damage following the unsuccessful repair attempt. I hope to escalate this issue to higher management at Samsung and not just customer service. Your prompt attention to this matter is greatly appreciated.

Ordering from Samsung.com during the Black Friday sale turned into a frustrating ordeal due to poor customer service. Despite placing an order for 3 appliances with an included free robot vacuum on Nov. 22, the vacuum did not ship on the promised date of Nov. 30. Attempts to change the delivery address were met with resistance from Samsung customer service. Even though the ticket was supposedly "escalated," no actual progress was made. The vacuum was only shipped on Dec. 19, a lengthy delay of 27 days. Samsung failed to proactively address the issue or offer a satisfactory resolution. Despite spending $3,[redacted] on the order, the lack of communication and assistance from Samsung left a lot to be desired. A simple gesture of acknowledging the delay and providing a remedy for the inconvenience would have gone a long way in improving the customer experience.

Hello, I recently bought several Samsung appliances, including a wall oven unit, range hood, microwave, and cooktop from Orville’s in Rochester on December 9, [redacted]. Yesterday (12/20/18), I unpacked the microwave and wall oven unit only to find that they are severely damaged. Surprisingly, the boxes were undamaged, leading us to believe there would be no issues inside. The microwave door has all the clips broken, hinges damaged, and it is hard to open, hitting the control panel. The oven is smashed in the back panel, with the motor lodged into the fans. Given our positive experience with other Samsung appliances, from fridges to washers, dryers, and TVs, we hoped for a solution to this unfortunate situation as I am now without a functional new oven and microwave. Thank you, C.L.

We completed a kitchen remodel in May [redacted] and chose Samsung appliances. Recently, our dishwasher DW80J3020US/AA stopped working correctly. After contacting Samsung Customer Service, a service call was scheduled. The technician provided a repair estimate of over $[redacted], excluding the service call fee. This unexpected cost, almost the initial purchase price, after only a year and a half of use is disappointing. We request compensation of $[redacted] towards the repair expenses, including the service call fee. Our experience with the dishwasher has left us dissatisfied, and we will be sharing our experience with friends and family. We eagerly await your response.

I own a Samsung Galaxy S9 with a lock feature issue. Samsung claimed they were the only ones that could unlock it and asked me to send it in. This was on November 24. They then informed me that the motherboard was faulty and wanted me to pay nearly $[redacted] for repairs. I refused as my phone never had motherboard problems and I only wanted it unlocked. After receiving the phone back still not fixed, I contacted Samsung again. They requested another return and assured me they would fix it. After a month and a half of back and forth, they returned the phone still not fixed. Frustrated, I called back and spoke to a supervisor named Jonathan who was rude. Despite my complaints, he insisted on me sending the phone back again. I demanded to speak to a higher supervisor, but he tried to pretend to be one. This customer service experience with Samsung has been completely unacceptable. I want a resolution and feel let down by their service and product quality.