Samsung Customer Service Issues

I am disappointed with the durability of the gorilla glass on my Note 9. I have been a loyal Note user since the Note 5 and never had issues until now. Despite minor drops, my screen has shattered three times. I paid $[redacted] each time to have Samsung replace it by their standards. Is this a common issue with all Note 9 phones? I cannot keep affording these frequent repairs after already spending $[redacted] on the device. Do you offer a warranty that doesn't cost one-third of the phone's price? Should I have asked for gorilla glass specifically? Can Samsung do anything to assist a long-time customer like myself?

We requested a repair service for our Samsung Digital Inverter Air Conditioner through Samsung Customer Care. The assigned Samsung Authorized Service Provider, A.K. Engineering Company, Tirupur, quoted Rs.[redacted] for spare parts and we paid Rs.[redacted] as an advance, followed by Rs.[redacted] as the balance amount. However, after the repairs, the AC is still not functioning and provides no cooling. Despite following up for the last 20 days, the issue remains unsolved due to repeated authorization requests for estimations from the service provider. We have paid a total of Rs.[redacted] and have expressed our frustration through email on Samsung's website. We wish for a refund of the full amount.

Hello, I am Kenneth C. and have been a long-time Samsung product enthusiast. Recently, I encountered issues with my Gear Icon X earbuds, initiated a replacement process with Samsung for a new pair. Despite delays and confusion, I was informed they no longer produce these earbuds and will provide a gift card instead, which has been further delayed. The lack of communication and extended timelines has been frustrating, as I still await resolution. I feel disappointed by the unprofessional handling of my case, especially after being a loyal Samsung customer for so long. The prolonged wait times and unclear information have made me reconsider my brand loyalty. I remain hopeful for a prompt resolution to this matter. Thank you for your attention, and I anticipate a swift response.

I appreciate your time in listening to my current concerns with my Galaxy Note 8. I have unfortunately faced challenges with my phone not functioning properly due to various circumstances. As I strive to awaken to a deeper understanding of reality and spirituality by opening my third eye, I have encountered interference from local and federal agencies using tracking devices on my phone. The loss of my phone has resulted in important documents and videos being inaccessible, hindering my ability to help others. While I lack the financial means to upgrade to new technology, I believe Samsung could support me in my mission to enlighten and empower people. I have always been a loyal Samsung customer, appreciating the technology your company offers. I seek your assistance in providing the tools necessary to positively impact the world. I am open to discussing this further at your corporate headquarters to explore how we could collaborate for a better future. Thank you for considering my request.

Samsung support is unreliable; the issue remains unresolved. I require an address to forward to my attorney due to customer service accusing me of not returning a phone. The phone was delivered to the Trade-In center in Forth Worth, TX, on 3/26/[redacted] at 3:06 pm, signed for by JMATT. The Trade-In department falsely claims I sent back an empty box. I have evidence of this which my attorney needs. I possess recorded calls with the customer service department where their statements have changed. Despite my request, they refused to provide the address for my attorney, instructing me to find it online.

I have encountered a legal issue regarding a Samsung Galaxy S10+ that I returned but was accused of not sending back. The Trade-In center in Forth Worth, TX, signed for the delivery on 3/26/[redacted] at 3:06pm by JMATT. Despite this, the Trade-in department insists I returned an empty box. I possess recorded conversations with customer service where their statements have been inconsistent. I requested the address to provide my attorney, but I was told to search online for it. I am seeking clarity on this matter and the removal of any charges from my Samsung Financing account.

I have been a loyal customer of Sprint and Samsung phones for a while. Recently, I have been quite dismayed with the performance of my new Galaxy S10 Plus that I bought over a month ago. The phone has been experiencing connectivity issues and constantly shows as roaming. I have visited the Sprint store multiple times where I bought it, but they advised me that it is a problem with the Samsung device rather than their carrier service. I am eager to find a solution and would appreciate your prompt assistance in resolving this matter. Regards, Somalila Sok

My fiancé and I recently purchased Samsung S10 Plus phones at the local Sprint store. Unfortunately, on the second day, both phones started experiencing issues with connecting to LTE and freezing up. After taking them back to the store, Robyn attempted a quick reset, which didn't resolve the problem. We reached out to Samsung, and they acknowledged that it was a faulty batch of phones. Despite suggesting we exchange them for a different brand, they did not offer to send new phones. After speaking with Robyn, she confirmed the phone issues via email. My fiancé relies on his phone for work, so it's crucial that it functions properly. Given the high cost we paid for them, I am also eager to have my phone working. It's frustrating that we've been dealing with this for a week, and to make matters worse, we've been informed that exchanging for a different phone would incur a $45 fee per device, which seems unreasonable considering the phones are defective.

Hello Tim Baxter and the Office of the President, I have previously reached out to the Office of the President and also lodged a complaint with BBB. The complaint ID is [redacted]9 for order DXBBQR0ZA. Despite numerous conversations with Samsung and AT&T, my carrier, the issue remains unresolved. AT&T is unable to access the order processed through Samsung, who is the only party that can cancel the order placed on their website. Despite assurances from supervisors like Marah Searle-Kovacevic and Alexabdra Aguirre, I am unable to utilize the credits provided due to inability to upgrade on Samsung's site. Follow-up promised by Tyisha did not happen, and conflicting information was received from Irfan Khan regarding the status of my order. Although Samsung communicated that my order was cancelled on 3/3/19, as of 4/27/19, I am still unable to upgrade my device due to an open financing order with AT&T. This has resulted in unnecessary charges and the loss of the phone I was meant to receive to another AT&T customer. I urgently request the cancellation of the order and associated finance charge to put an end to this prolonged ordeal, which has caused me undue stress and disappointment. This situation has been ongoing for over two months, impacting my health and well-being significantly. I urge for a prompt resolution as waiting any longer is not acceptable. Kindly reach out to me to address and resolve this matter promptly. -Sincerely, Daniel Scott

I have faced several issues with my Samsung Galaxy S9+ phone. Despite sending it for repair twice, the process took longer than promised, causing me to miss important texts and appointments. On the third call, I was informed that my phone would be replaced, not repaired, indicating a new device would be sent. However, there were discrepancies with the shipping label and the promised overnight delivery. Despite reaching out to technical support multiple times, the assistance provided was inconsistent and unhelpful, leaving me feeling uncared for and dissatisfied. Enclosed is the ticket number for reference: [redacted]. After investing in numerous Samsung products, the lack of consideration and service has led me to reconsider future purchases. The overall experience has been insulting and disappointing, especially as I am still without my phone. Thank you. Elizabeth

The charging port on my Galaxy J7 is still malfunctioning, and it's frustrating that my phone only charges half the time. I've been dealing with this issue for three to four months now, and it's inconvenient to travel such far distances for repairs. Being without my phone for even an hour is not an option, let alone waiting 10 to 14 days for it to be sent in for repair without a replacement. I was considering upgrading to an S9 or S10, but that's off the table now. In the past, when I had a similar problem with an LG phone, LG promptly sent me a replacement device, and I even received it on a Sunday.

I have been a loyal Samsung customer for years, owning various Galaxy phones since the S3. However, I am disappointed with the lack of assistance I have received regarding the Samsung Promo for the AKG Noise Cancelling Headphones. I applied for the promo on 11/14/[redacted] and was approved, but it has been almost 24 weeks and I have yet to receive the headphones. Despite contacting the Promo group multiple times and providing case number [redacted], I continue to be told my case will be escalated with no resolution. I have even requested to purchase the headphones directly or receive a gift certificate instead. The lack of supervisor availability and inability to speak with the fulfillment team is frustrating. This level of customer service is not what I expect from Samsung, and I hope this matter can be resolved promptly. Thank you. - Greg

I recently purchased a Samsung device, and after about two months, Samsung updated the device model on my account. I then received an email from premium care stating they mistakenly sent me a welcome kit for the incorrect device. Despite having Samsung financing and being part of the Upgrade program, I am now unable to upgrade. I have been attempting to resolve this for over a month, but I have only received scripted replies and cannot get a clear answer on when this issue will be resolved. I provided all the necessary information and attachments in my original email on March 26, [redacted]. My Samsung E-Commerce Ticket ID is [redacted]. I feel frustrated and deceived by this situation and would appreciate any assistance.

I received a Samsung Galaxy S10 phone via FedEx on April 10, [redacted]. Even though the phone was sent to my address and in my name, I did not make the purchase. I contacted Samsung immediately to report the mistake, and they referred me to TD Credit Cards, where I discovered that someone used my Social Security number and date of birth to buy the phone on April 2. The individual obtained a $4,[redacted] credit line through TD Credit Cards, providing the email address [redacted] I have filed a police report with the Arlington Police Department and am awaiting the necessary affidavits from TD Credit Cards. Despite speaking with 19 different people over the past few weeks to return the phone, I have not received assistance. The individual who made the purchase uses Virgin Mobile, while I am with Verizon. Please assist me in obtaining the necessary shipping labels to return the phone. Thank you, A. English

I am seeking assistance regarding a mishap with a Samsung authorized service provider recommended by Samsung Cares. I brought my S8+ there to address software glitches after a recent update. Instead of flashing the software as requested, they performed a factory reset, inadvertently locking me out of my encrypted SD card by reinstalling the OS. UBreakiFix is pointing the blame at Samsung, stating it's the provider's software causing the issue and advising me to escalate it with Samsung. The service provider denies accountability for their actions, as they failed to use common sense and wiped my phone without consent or consultation.

I require assistance from a Samsung Technician for my Samsung Galaxy S9+. I am unable to set up my voicemail and need to reset the system, create an answering message, and establish a new account PIN. Additionally, I am experiencing issues with random characters appearing while texting, calls being made without my knowledge, my Bixby button disappearing, and the need to manually input password information into Samsung Pass. I also need updates to my Samsung Account including generating a new account PIN, adding new backup and security numbers, and obtaining a new verification code. Your prompt help is greatly appreciated. Best Regards, George P. Hummel Jr.

As an occupational therapist at a skilled nursing facility, my Samsung S7 posed a serious safety risk. During a session with a patient, the phone overheated to the point of smoking and melting, causing damage to my property and potentially endangering those around me. The extreme heat burnt through my vest and emitted caustic smoke, compelling me to evacuate the area and lose 8 hours of work, impacting both my career and massage business. This incident was observed by colleagues and patients, with video evidence available. I seek advice on Samsung's responsibility for this hazardous situation and its consequences, with the possibility of seeking legal guidance.

I have a Samsung BD-F5100 Blu-ray/DVD player that seems to be outdated compared to my newer Sony Smart TV XBR X900E 55-inch from [redacted]. The software updates between these two devices may be causing conflicts, as the older movie player struggles to keep up with the TV's automatic updates. The software embedded in the movie discs is not compatible with the new software changes, resulting in playback issues and error messages. I have tried different movies, but they all fail to play. Considering this situation, I may need to upgrade to a newer Blu-ray/DVD player that is at least 4 years old to resolve this compatibility problem.

I am inquiring about the status of my refund check. I dispatched my laptop to Samsung over three weeks ago, but I have not received any confirmation of the refund being processed. I have been trying to resolve this refund since October [redacted], and I am disheartened by the lack of communication and progress from Samsung. I have made numerous calls to Samsung regarding this matter. Although I am attempting to remain patient, I am incredibly frustrated that it has taken six months to reach this stage. I feel neglected by Samsung and am concerned about the lack of care for my situation. My laptop began malfunctioning in October, and after five months of complaints, I was finally provided with a shipping label to return it. It has been four weeks since then, and despite multiple email inquiries, I have not received any updates on my refund check. I fear that Samsung may not prioritize sending me the refund. I am seeking assistance with this matter. My refund reference number is [redacted].

I bought a new Galaxy J6+ mobile phone, but it's been having charging issues. I took it to the Samsung office for repairs, and they fixed it, but now the phone is not connecting to the charger again. It's only been 3 months since I purchased it, and the phone is still under warranty. What should I do about this recurring problem? I'm concerned about having to keep sending my phone back to the company multiple times.