Samsung Customer Service Issues

I recently experienced the frustration of losing a lot of writing on my Galaxy 9+ due to it switching to another website. This ongoing issue is just one of the many problems I've encountered with this device. As a loyal customer of over 20 years, previously using the Note 4 through my Verizon contract, I've faced numerous challenges with my old phone. Finally deciding to upgrade, I took advantage of Verizon's 2-for-1 Galaxy 9 promotion at the store in the [redacted] area. To qualify, I had to add an extra line in June, with the assurance of a one-year warranty on the phones. The Samsung 9+ was particularly lauded for its outstanding camera, which as an artist, is essential for my work. Despite opting for the promotion over my preferred Note, I've been disappointed by the camera's performance from the start.

Hello, I'm Gloria Avila. I'm attempting to pre-order a Note 9 phone from various websites. I've noticed that the Note 9 comes in Midnight Black and Gold, but my phone carrier Sprint only offers Purple or Blue. I prefer either Black or Gold, which I found available in China. I'm puzzled as to why I can't order the color I want when spending my hard-earned money. Additionally, I discovered different prices online, $[redacted] for 128GB and $[redacted] for 512GB. Sprint claimed they only sell the $[redacted] version, denying me the option for the $[redacted] one. I've been loyal to your brand since your first phone, and despite being a senior, I still seek the Gold or Midnight Black Note 9 with the complimentary headphones. Can you assist me in acquiring the color I desire with the necessary storage capacity? Thank you.

Dear Sirs, I must escalate my issue with consumer protection in PA regarding claim #[redacted]. My oven, approved for a warranty replacement, poses a fire hazard and has been unusable for five months. I initially requested warranty assistance in late winter [redacted] and followed up in March, but have received no resolution despite multiple attempts. The lack of communication and contradictory information regarding the warranty coverage, repair approval, exchange details, and installation requirements have left me frustrated. In a recent conversation with the manager, Burrell, I was informed that without the proof of payment for the original installation, I would be responsible for the new installation. This sudden change in the resolution plan, from an exchange to a repair, after months of waiting, is unacceptable. Despite my request for documented notes of our discussions, I was denied access. The explanation given for needing proof of payment seemed illogical and unfair, adding to my dissatisfaction with the handling of my case. I urge someone to address this situation promptly as I have been patient for far too long. My loyalty to Samsung products is at stake, contingent upon a sensible resolution to this warranty claim. Thank you for your attention to this matter.

In June [redacted], I encountered an issue with my Samsung Galaxy S5 Mini not booting up. I approached my local AT&T store for assistance, and they mentioned that the operating system needed to be reinstalled by Samsung. Upon contacting Samsung, I followed the instructions provided to send the phone to them and received ticket # [redacted]. After a delay in the phone reaching Samsung, I was informed on June 28th that they had received it. Subsequently, on June 29th, I received a repair cost estimate that included unexpected charges. Despite agreeing to the standard fee, additional costs for LCD and ON A were added, leading to a total of $[redacted]. I decided to request my phone to be returned. A shipping ticket was generated on July 9th, but as of August 8th, there was no update on the phone's whereabouts. I am frustrated with the lack of communication and the unresolved situation. I miss my phone and find the alternative device lacking in comparison. Navigating through customer service has been challenging, as even the representatives struggle to assist. I hope for a resolution soon as I believe in Samsung's products, but the service experience has been disappointing.

Hello, I am seeking assistance to address an ongoing issue with my Samsung refrigerator. A few years ago, I bought the Samsung French door model RS265TDRS. The fresh vegetable side of the fridge is not cooling properly, while the freezer side is overly freezing food. Every few weeks, ice accumulates on the fridge side, preventing the evaporation fan from circulating cold air. This necessitates cleaning to restore functionality, a problem that started during the warranty period and persists. Upon researching, I discovered numerous reports of this issue, suggesting a design flaw that may warrant a recall and fix. Despite owning other Samsung products, this refrigerator purchase has been subpar. I am hoping for a resolution to this issue or a replacement with a comparable product free of these defects. Thank you, S. Bharadwaj

I contacted customer service about my ongoing tv issue. The screen displays bright spots and has been replaced once before. I was informed it is no longer under warranty, and repairs would be at my expense. I requested to escalate to a supervisor regarding what I believe could be a faulty unit. My interaction with Prosper was unhelpful and impolite. He was dismissive and uninformative, stating they have no details on the longevity of a Samsung tv. His demeanor was disrespectful, interrupting me and restating warranty terms without addressing my concerns. As a long-time Samsung customer with positive past experiences, I was disappointed by this encounter and felt undervalued.

We have been experiencing ongoing issues with our TV; it turns off unexpectedly. Despite numerous calls to Customer Service (1 [redacted]) totaling over 19 hours, we have not had a resolution. Initially, we were given varying reasons for the problem, each suggestion proving incorrect. We were assured a software fix from Samsung, but after multiple delays and being told our warranty had expired, it never arrived. Even promises from supervisors were empty, with a recently received package containing only a photocopied manual. It took escalation to Samantha and her arranging a technician visit to potentially resolve the issue. This prolonged ordeal has left us feeling betrayed and frustrated. As a Custom Home Builder in Laguna Beach, CA, I have promoted Samsung products for years but will now reconsider due to this troubling experience. We hope this level of customer service isn't indicative of the company as a whole, so others don't endure the same difficulties. Regards, Domenick

Our Samsung Tab A experienced a concerning issue where it melted while being charged. After sending it in, we were informed twice that it would be replaced. Despite being told to await a call to select a replacement model, no such call was received. After multiple follow-up calls, the information regarding the replacement was inconsistent and confusing, with the final response stating it would not be replaced due to being out of warranty. Subsequent calls led to further contradictions, eventually culminating in being informed again that the device would not be replaced. The handling of this situation has been extremely frustrating. The ticket was initially opened as #[redacted] on 7/9/18 and eventually transitioned to #[redacted].

The Samsung S3 tablet lacks a crucial feature to compete with the iPad: the ability to set the display to never turn off. Artists using the tablet need this function to display images for extended periods without interruption. Constantly touching the screen every 10 minutes is impractical, especially when working with oil paint. Apple understands this need and has incorporated the feature on the iPad, which frustrated users like me who faced this limitation during a workshop. The inconvenience led me to borrow an iPad, while other students avoided Samsung for this reason. The company could easily resolve this issue with a simple programming change allowing users to choose the screen timeout duration. It's a small adjustment that would greatly improve the tablet's usability for artists. I won't recommend this tablet until this issue is addressed.

My wife has a Samsung Galaxy S9 which overheats, with parts of the outer edge even melting. This is concerning due to previous issues with these phones catching fire. The battery also drains quickly. I contacted Tech Support and spoke to Bernard (operator ID: USGCCTMMS010) today, but he seemed uninterested in assisting. My wife relies on this phone for her mother's nursing home and her small business. The phone, purchased on July 4th, is clearly problematic. I am worried about its safety and would like a replacement urgently, as sending it for repairs is not feasible. Your prompt assistance would be greatly appreciated.

Since April [redacted], I have been experiencing challenges getting my tablet repaired under warranty. Despite multiple assurances, I have faced broken promises and delays from customer service, the escalation department, and the exchange department. It has been over 6 weeks since I last had my tablet in possession. Due to repeated misinformation, I no longer have confidence in Samsung's ability to effectively address the issue through an exchange. Hence, I am formally requesting a prompt refund so I can repurchase the tablet independently. Should this refund not be processed promptly, I am prepared to pursue legal action without delay. I kindly request the appropriate address for lodging a formal complaint and the name of the representative who would be listed as the defendant.

I purchased all my Samsung appliances from Home Depot three years ago. First, my refrigerator started acting up by freezing. A repairman was sent out by Samsung to fix it, but even after changing a part, it still freezes. Now, my microwave has stopped working entirely, despite the plug being functional. After speaking with a representative at 1 [redacted] Samsung, they initially agreed to cover both parts and labor for the microwave repair as a one-time exception, but later called to backtrack and now only cover parts. Improved communication skills for English speakers on their customer service line would be beneficial. If the issue persists, I may need to escalate this matter to corporate as I invested over $5,[redacted] in these appliances and expect better performance.

I have owned my washer and dryer for about a year and a half. I have had to get them serviced four times already. The last technician mentioned that I needed to have my dryer ducts professionally cleaned, which I did, but the dryer is still not working properly. I spent over $[redacted] on each of these appliances expecting them to last for years, but they have failed me in less than two years. I am unable to use my washer since it has a bad odor. I am very disappointed in the quality of these products and I believe I deserve a refund. Despite the warranty being expired due to multiple service calls, I feel the need to express my dissatisfaction with the performance of these high-priced items. It's frustrating to have to take my clothes to a laundromat across the street for washing. I trusted the brand but the products have not lived up to my expectations. My washer and dryer are currently out of use. Best, E.M.

I have a J3 phone that has been sent in for repair three times. Despite being told I would receive a new phone, this didn't happen. Communication from ECR was delayed, and the phone they sent me in July [redacted] was incomplete. I have been trying to resolve this for months, but the customer service representatives have not been helpful. I need a working phone due to my disability, and the lack of progress is frustrating. I tried to speak to a supervisor, Johansson, who was unhelpful and evasive about providing further contact information. The lack of follow-up from ECR is disappointing, and if I don't hear a satisfactory resolution soon, I am considering taking legal action or contacting the BBB. The overall experience with your company's customer service has been deeply unsatisfactory, and I hope for a prompt and effective solution to my phone issue.

Hello, I hope you are having a good day. I would like to file a complaint about the customer service at the Haifa branch in Israel. Approximately two years ago, I bought 2 devices. Within a year, the power button on one of the devices malfunctioned. When I contacted customer service, they claimed there was corrosion inside the device and refused to repair it under warranty, citing my proximity to the sea. This information was not disclosed when I purchased the devices. Recently, my Samsung Galaxy J7 Pro stopped working due to a cracked screen. Despite my long-standing awareness of the crack, I was abruptly informed that I needed to pay [redacted] shekels to repair the screen before further assessment. The lack of transparency and poor service from Samsung in Israel have left me disappointed and doubtful of future purchases from the company.

I am looking to escalate an unresolved issue to a higher-level supervisor. We have a ticket number: [redacted]. Today, a technician visited our home, and although we appreciate their assistance, our concerns were not fully understood by the previous customer service representative. They seemed focused on the damaged screen rather than the potential safety hazard of a smoking TV, which led to us quickly removing it from our home while our children were in distress. Despite the damage, the supervisor insisted they would only cover the cost if the screen was the issue, which does not address the safety risk we faced. It was a tense situation with the fear of a fire breaking out.

Yesterday, my refrigerator stopped working, causing a mess and ruining my frozen items. Despite troubleshooting, it hasn't cooled back down. When seeking service, I was incorrectly informed it's out of warranty. To verify, they require 2 days, which seems excessive for checking an emailed receipt. I'm frustrated that they won't schedule a repair until the warranty is confirmed, potentially leaving me without a refrigerator for at least 5 days due to no local service available. With young children, this is a major inconvenience. I suggested paying upfront for the repair and being reimbursed after verification, but they declined, leading to a frustrating phone call that ended abruptly. This level of service is disappointing, especially considering past experiences. I hope for a prompt resolution and better handling of customer concerns in the future.

Late last night, while doing laundry, my washing machine started making strange noises and emitted a burning smell before smoke poured out of it. Thankfully, my clothes were unharmed, but I found melted rubber pieces inside. I took immediate safety steps by unplugging the washer and flipping the circuit breaker. Today, I attempted to contact Samsung's customer service but found their office closed, with the automated system directing me to their website for assistance. I am frustrated by the lack of 24-hour support for products that could malfunction at any time. I urgently need to determine if my washer can be repaired or if I should buy a new one, as my clothes may be ruined.

I am experiencing ongoing issues with my 26 cu. ft. French Door Refrigerator, model number RF26HFENDSR/AA and serial number 0AF24BBGA05162N. The problems include noise, leakage, temperature fluctuations, and ultimately a complete lack of cooling. Despite two service repair visits in August, which cost a total of $[redacted] for repairs and parts, the issues persist. The noise level has become unbearable, water accumulates under the bins, and the temperature is rising again. I am frustrated by the recurring problems and the loss of food due to spoilage. I hope Samsung can acknowledge the severity of the situation and either resolve the issues definitively or provide a replacement unit.

Hello, My name is Alejandro Rodríguez, and it has been over a month and a half since my refrigerator broke down. Two technicians were sent within a 20-day period. The second technician, from Samsung, caused a disaster by damaging the gas pipes in my property and contaminating the whole house. I had to evacuate my three children, who were on school vacation. I requested a replacement refrigerator, but my pleas went unnoticed. The damages caused by your workers urgently need repair. I was authorized an exchange for the refrigerator more than 15 days ago, but it has not been delivered yet. I have spent a lot of money on buying ice, and my children have already returned to school. I have not seen any results regarding the replacement refrigerator or compensation for the spoiled food. I urge you to address my case promptly. Thank you for your attention. Best regards, Alejandro Rodríguez