Samsung Customer Service Issues

Subject: Frustration with Samsung Customer Service I am writing to express my extreme disappointment with the Samsung Customer Service. I initially contacted them on Aug 19 regarding my malfunctioning Level U pro headphones, which were only working on one side. Despite following their instructions diligently, my experience has been nothing but frustrating. After numerous phone calls, emails, and faxes providing proof of purchase, the process still seems to be stuck. Each time I call, I am met with inefficiency and lack of clarity. The constant need to repeat my situation to different representatives is both time-consuming and unproductive. The lack of communication and delays have caused me significant inconvenience, as I have spent countless hours trying to resolve this issue instead of focusing on my work. The language barrier with some representatives has also added to the communication challenges. I hope this message reaches someone who can address these ongoing issues and improve the customer service experience for others. At this point, I am deeply dissatisfied and reconsidering my choice of Samsung products in the future. Sincerely, Salomon Mizrahi

I recently sent my phone in for repair after receiving the shipping label about a week and a half late. The label was sent from corporate because the staff wouldn't send it, despite me having no transportation to get to a FedEx shop or post office to print and drop off the label. Today, I was informed that there is damage to my phone. I confirmed with a representative that there was no damage before sending it. My phone was kept in an OtterBox and looked new. A manager called, wouldn't let me speak to anyone else, accused me of damaging the phone, and threatened to cancel the repair if I didn't pay due to the warranty expiration. The damage did not come from me. I demand this issue be fixed promptly. The supervisor's behavior was unacceptable. I only want to speak with the main supervisor from the corporate office to get this matter resolved after all the trouble I've had with tech support, Best Buy, and the repair process.

My recent experience with customer service for my Samsung S8 has been extremely disappointing. Please refer to ticket [redacted] for more details on the unhelpful and incompetent responses I received. This is the third Samsung device I have purchased (S2 watch, Galaxy S7, and now Galaxy S8) that has malfunctioned just after the warranty period, despite being well taken care of. The customer service I received for all these devices was subpar. The offer of $[redacted].51 to repair a phone that costs about $[redacted] new was both insulting and frustrating. I have been a loyal customer for many years, spending thousands of dollars on Samsung products, but this experience has been the final straw. I will be filing a complaint with the Better Business Bureau to address the poor quality of products post-warranty and the unsatisfactory customer service. I will not be purchasing another Samsung product and will advise everyone I know to do the same. It is disappointing that Samsung does not value customer loyalty more, especially after previous issues like the exploding batteries. - Jason

I bought a Samsung Gas Range from LOWES on Nov. 29, [redacted], Model # NX58F5500SW/AA Serial # J19A7DDHB))!)%X for $[redacted].00. After holding and installing it on Feb 22, [redacted], I encountered issues. In May [redacted], the oven igniter needed replacement for $[redacted].04, and in August [redacted], the broiler igniter needed replacement for $[redacted].71. Despite contacting customer service, providing all receipts as requested on Sept. 6, [redacted], Samsung has not offered any compensation despite the total repair costs surpassing the range cost. The one-year manufacturer warranty had expired, and I did not purchase an extended warranty. I believe the repeated defects within 18 months indicate a faulty appliance and am seeking some form of reimbursement for the repair expenses.

I purchased a brand new Galaxy S9, but it had a significant defect: I couldn't hear incoming calls. Despite sending it back for repair three times, the issue persisted each time it was returned. Following the third unsuccessful attempt, Samsung finally agreed to replace the phone. After sending it back for the fourth time, they acknowledged receiving it on 8/17/18. Yesterday, on 9/17/18, upon inquiring about the replacement, I was informed that Samsung had decided not to replace the phone but issue a refund instead. The supervisor, Samara, mentioned they were unsure of the refund timeline and amount paid. She advised me to expect an email within 2 to 3 weeks and stated there was no one else to address the matter with. Samsung has been inconsistent in their communication, claiming the relevant department is unreachable. I find myself in a situation where the company seems to have taken possession of the phone I purchased, leaving me at a loss of over $[redacted].

I have had an ongoing issue with Samsung since June regarding my powerbot vacuum model VR20H9050UW/AA. Despite being out of warranty, I simply requested the name of a local repair shop for a noise issue. Unfortunately, I was misinformed by an agent who directed me to send it to CVE for repairs, which they ultimately refused. Upon its return, UPS mistakenly delivered it to the wrong address, leading to a refund approval to Samsung. I am now awaiting a replacement vacuum of equal or better quality, as I am dissatisfied with refurbished options due to past customer service experiences. My attempts to communicate with the exchange department have been fruitless, with promises to escalate my concerns and call me back unfulfilled. I can be reached at [redacted] or [redacted], or via email at [redacted] I appreciate a prompt response regarding the resolution of this matter. Thank you.

I bought a Samsung dryer in [redacted], and recently, the control board has stopped working, as confirmed by a certified appliance repair diagnostic test. Model Number: DV219AEWXAA Serial Number: Y02E54BSB01440D The control board is crucial for the dryer's functioning. I own appliances from other brands like GE, Whirlpool, and Jenn-Air that are over 30 years old and still working. I believe the control board in my Samsung dryer is defective and should be replaced at no cost. I am disappointed with the lack of assistance from Samsung and plan to share my experience online to inform others. Sadly, I've also had trouble with a Samsung washer that required repairs. Initially, the first washer and dryer set I bought had to be replaced within six months, highlighting a pattern of poor product quality and customer service. I have lost faith in Samsung and will not purchase their products again. I respectfully request a replacement control board at no charge.

Samsung Case Number [redacted] It has been six weeks since Samsung informed us that our refrigerator cannot be repaired and that it will be replaced with a new unit. Despite calling weekly for updates, we have not made any progress. Promises of a call back from the Exchange group within two business days have gone unfulfilled. I have dealt with tier 1, tier 2 support, case management, and even the manager of case management multiple times, but each time I need to start over. The representatives appear surprised at the delay but do not take responsibility for resolving the issue. During this frustrating process, we have encountered rude behavior from Samsung staff, including one representative laughing at my concerns and another abruptly hanging up mid-conversation.

I have forgotten my Samsung password and have enabled a second level of security which requires a text message verification. Unfortunately, since I cannot access my phone, I am unable to receive the text. I have been in touch with Samsung support since last Saturday, and they have escalated my issue twice. I was assured that I would receive a call back before Monday close, but I have not heard from them yet. Being disabled, having a working phone is crucial for me. If they could provide me with a code via phone call for the second level security instead of a text, I would be able to proceed. My phone settings prevent text messages from displaying on the locked screen. I can receive calls but cannot access them. I urgently need assistance, and I am hopeful for a prompt response. Thank you for your help.

I purchased a refrigerator last year from our local Lowe's during a Black Friday sale on 11/13. Unfortunately, it stopped cooling last Friday, resulting in the loss of over $[redacted] worth of food and drinks. Despite following all the instructions provided during 13 phone calls over the past 7 days, Lowe's is asking for an additional $1,[redacted] to replace the exact same fridge under warranty. This situation is unacceptable. I specifically want an even exchange for the same Samsung model at Lowe's. Samsung has offered a refund for a different model, which is not ideal as I modified my kitchen to accommodate the current fridge. Living out of a cooler for a week and facing a 5-week wait for a comparable model is challenging. I seek guidance on how to address this issue at a corporate level.

I have been in contact through email regarding a damaged refrigerator I want a refund for. I provided all the requested information in order to obtain the refund. It was never communicated to me that I needed to keep the damaged refrigerator. I was only asked for proof of purchase. I recently spoke with Latisha who informed me I cannot receive a refund as I no longer have the refrigerator. This was never mentioned to me before. I disposed of the refrigerator on 9/18/18 when I purchased a new one from Best Buy. I would like an explanation and request for you to review the conversation with Latisha, as well as any other phone calls to confirm if an exchange option was ever discussed. Your customer service experience has been unsatisfactory.

I bought a Samsung Smart TV from Costco on 11/27/[redacted]. The model code is UN65H6300, Serial number 02A53CCFA09077A. The TV, not even 4 years old, has a bright white spot. A repair person said the LCD panel needs replacing, at a cost of $1,[redacted] - almost as much as the TV itself. Samsung online chat informed me that being past the warranty, I'm responsible for the repair costs. It's disheartening that Samsung won't assist with the expenses for such a relatively new TV. I'm disappointed as this is an expensive problem. I feel let down by Samsung not offering any help to rectify the issue, considering the age of the TV and the high repair cost. I can't afford a new TV or the repair. Very disheartened by Samsung's lack of support.

My Samsung 65-inch curved TV, purchased for $3,[redacted].48 on 08/11/15, encountered a cooling fan problem after one year, displaying an error message indicating overheating. When I reached out to the service center, they informed me that the TV was no longer under warranty, and I would need to cover the $[redacted] motherboard replacement, with a mere 90-day warranty period. I recently learned of lawsuits against Samsung for a similar issue. My current options are to purchase a new expensive TV, repair the current one with no guarantee of a lasting fix, or participate in a class action lawsuit concerning high-end Samsung TVs. I prefer not to pursue legal action against Samsung and am open to a reasonable compromise. For further discussion, please reach out to me at [redacted], [redacted]. Thank you for addressing my concerns. -Jay Paul

I own a Galaxy Tab A tablet that constantly turns off and displays the Samsung logo for about half an hour before becoming usable again. I visited a store where I was informed of known battery issues with this model causing the problem. They recommended contacting you for a replacement to a better tablet since I was not informed of this issue when I purchased it. I kindly request a prompt replacement and appreciate your understanding and cooperation. Thank you in advance. My initials are LL. Address: [redacted] S. Blackstone Ave, Dolton, IL. [redacted]

I purchased a Samsung washer in [redacted]. After a few months, we were notified about a recall. Although we had no problems at that time, my husband called to address it. The technicians quickly replaced a sticker and some clips on the machine, restricting us from washing bedding. I had high hopes for this washer, but now it has stopped spinning clothes. A repairman visited and informed us that the clips had been replaced, but fixing the drum would cost $[redacted]. When I called the recall line and inquired about the warranty, I learned it only covers the motor, not the drum. I feel let down by the product and the lack of concern from the company. I cannot afford a new washer and believe the repair should be covered. It's frustrating to face these issues less than three years after buying what I presumed to be a reliable machine, especially when others with older machines from different brands are not experiencing similar problems.

I am experiencing issues with multiple Samsung products. My Smart TV is unresponsive to the remote and the power button on the TV. The dishwasher is displaying an "LC" message leading the repair person to recommend disconnecting the sensor to prevent frequent beeping and placing paper towels where leaks occur. The range hood fan speeds are inaccurate since installation, with low being high, med being low, and high being med. When I tried to schedule a service, I was informed there is no service tech in my area. These items were bought within the last one to two years, with the kitchen appliances being set up a year ago. Although I do not have the original purchase documents, I can request them if necessary. I am dissatisfied with Samsung's products and the quality of the repair service I received.

I reside at [redacted] Hoover Ave, Edison, NJ [redacted]. Recently, I acquired 6 Samsung appliances from Home Depot, and I must express my extreme disappointment with the delivery process. The appliances arrived a significant 10 days behind schedule, despite being given conflicting reasons for the delay. Initially attributed to a hurricane, the truth came to light that one out-of-stock item held up the entire delivery. This led to additional costs and inconveniences as I had to miss work, losing around $[redacted] in wages, and pay my contractor $[redacted] for a day's work. Furthermore, the delivery arrived late, in heavy rain, resulting in wet boxes and potential damage to the appliances. This unprofessional handling has caused distress, especially considering this is our first home. We are dissatisfied beyond words and seek an explanation for this treatment. The overall experience has caused my wife anxiety, necessitating medication. We hope for a resolution to this matter.

I recently experienced issues with my Samsung phone overheating, leading me to take it to a Samsung dealer. Upon their recommendation, I sent it to Samsung for repairs. However, I was informed that the repair is not covered under warranty due to damage to the touch panel and back of the screen. I explained that I always used a protective case and screen protector, and the damage likely occurred due to the overheating issue. Despite this, Samsung stated that the warranty would not cover the repair. Frustrated by this, I requested the repair be canceled and my phone returned. If this matter is not resolved, I am considering switching to LG products due to their better service. As a long-time Samsung customer, I am deeply disappointed and upset by the lack of satisfactory support.

I purchased 5 phones from Sprint in February. After experiencing poor cell service and customer support, we switched back to our previous provider after using them for about 6 weeks. Despite having the phones unlocked by Sprint after paying for them, they are still indicating they are locked. Even though two phones were never locked initially, all devices are causing issues like requiring a password after a factory reset. I invested a significant amount in these phones and have already planned to sell two of them. I am eager to recover some of the lost money or even consider an exchange if a refund is not possible.

After the recent overnight upgrade ran late and caused me to miss two alarm calls, I am disappointed and would appreciate measures to prevent this in the future. Additionally, I feel overwhelmed by the frequent updates, some of which are for apps I do not use like Facebook. It would be helpful to have a say in what gets upgraded. I initially purchased the S7 Edge for its acclaimed camera quality, but it has not lived up to my expectations, as my previous Nokia phone took better sunset photos. On another note, I tried to email yesterday using the provided contact address but received an error message stating it couldn't be sent. This experience was frustrating. Thank you. - Penny S.