Samsung Customer Service Issues

Dear Customer Service, I would like to address an issue regarding the microwave model ME18704SFS that was bought from Lowe's on February 26, [redacted]. We opted for a Samsung product due to our satisfaction with a Samsung Range and refrigerator/freezer in our kitchen. Unfortunately, the microwave has recently stopped heating food, while the other functions like clock and timer are still operational. Samsung support has advised that it is not in demo mode or affected by the kitchen timer. They suggested a service call or purchasing a new unit. I am disappointed as this microwave, purchased for its quality, has failed after only two and a half years. The response from Samsung has left me considering other brands for future purchases. I wanted to share my experience with you in the hope of resolving this matter and continuing to be a loyal customer. Sincerely, Mike G.

I have experienced multiple issues with my Samsung kitchen appliances purchased in [redacted]. The refrigerator icemaker has malfunctioned twice in a week, the microwave displays an E-38 code, the stove's letters are wearing off despite gentle cleaning, and there's a scorch mark inside the dishwasher. Although the products are out of warranty, I find it unreasonable to pay for repairs given the significant investment I've made in multiple Samsung appliances for two homes. While I am aware of the standard one-year warranty, given the number of problems within a short period and the cost of purchasing multiple appliances, I believe my situation merits an exception and a more empathetic response from Samsung.

I am a dedicated user of Samsung products and have been satisfied overall. However, my recent experience with Samsung's customer service has been disappointing. I participated in the Samsung upgrade program to switch from my Note 8 to a Note 9. Unfortunately, my delivery never arrived on the scheduled day, leaving me without a phone for almost a month. Despite numerous calls to customer service, I have not received helpful updates or resolutions. The long wait times and unhelpful responses have left me frustrated. Additionally, I had trouble ordering the Galaxy Watch during the pre-order promotion and missed out on receiving the duo charger as a gift. While promised £[redacted] compensation for the delayed phone delivery, I was later informed it could only be used towards a new purchase, rendering it ineffective as I had already bought a phone. I hope for better service from Samsung and a prompt resolution to my ongoing issues. Regards, Joe N.

I recently had a terrible experience with this company's customer service. We bought 5 appliances for our new home last Sunday, September 30th, [redacted], and the washer doesn't work. When I called the Home Depot/Samsung line, the lady on the phone was unhelpful and tried to shift the blame to me, insisting that I should get my builder to fix the issue. She initially refused to schedule a home visit, attempting to troubleshoot the problem over the phone. After some struggle, she finally scheduled a home service, but now I have to wait for approval. This has been the worst customer service I've ever encountered. I plan to contact Home Depot to have all 5 appliances removed and replace them with Whirlpool products. I have been without a working washing machine for three days now, and I expect compensation from Samsung. This experience has been disgraceful, and I will not be purchasing from Samsung again. - JC

I need assistance with my husband's phone situation. Initially, he had a Samsung Galaxy Grand Prime, which he had purchased new. Due to a board issue, it was sent in for repair, and they replaced it with a refurbished Samsung Galaxy Sky. Recently, while talking on the phone with a friend's mother outdoors with a case on, his phone malfunctioned due to sweating. He relies heavily on his phone and can't wait a month for a repair like last time. Is there any way to expedite the fix? Thank you.

I bought a Samsung refrigerator nearly two years ago, and the ice maker chute gasket has failed. Despite this being a known issue in multiple models, customer service stated it's out of warranty due to the time frame. They insist on me paying for a service call and parts replacement. Considering the widespread problem, I believe Samsung should address it by providing replacement gaskets at no cost. A customer service supervisor's response, suggesting I file a complaint instead of resolving the issue, is disappointing. I'd prefer my concerns to be heard and my refrigerator fixed promptly to avoid the inconvenience of using towels to catch leaks. Thank you.

I am extremely dissatisfied with the S9 phone I received from Sprint. Although it is a good phone, I have encountered numerous issues from the start. One significant problem is the inability to hang up on a single participant during a conference call. This feature is crucial for my business, and it was never explained to me properly by Sprint employees. By the time I realized this issue, it was past the return date, and I feel trapped with this phone. I was advised to contact Samsung with any complaints. I am a loyal Samsung user with all my devices being Samsung, but I am hoping for some solution other than being stuck with this phone. I would appreciate guidance on switching to another Samsung device if possible and would even consider returning the current one.

I purchased a Samsung Refrigerator, Model: RS2534WW, SN: 953243CX700993J, from Lowes a few years back. Today, I was cleaning it out and encountered an issue with plugging in the panel switches. After contacting both Corp and the store where I bought it, I was given a list of service companies. Unfortunately, after reaching out to four of them, each quoted high prices for a simple fix. I just need guidance on which plug goes where and feel frustrated by the lack of assistance. I've spent hours on the phone without a solution. If I could email you a picture or have a repair person sent over at your expense, that would be greatly appreciated. Thank you.

I purchased a Flex Washer/Dryer set in June [redacted]. In April [redacted], the washer malfunctioned and was repaired. Unfortunately, it failed again in July [redacted] with the same issue. Samsung provided a new circuit card, which did not solve the problem as the washer failed yet again less than 30 days later on August 5, [redacted]. After multiple attempts, the service department finally sent someone to verify the recurring issue. We reached an agreement on September 6, [redacted], for a replacement machine with a full one-year warranty. However, I have not received the new machine yet despite it supposedly being ordered three times. The service department provided an order number and the trucking company's contact for me to arrange delivery myself. This situation has been ongoing for over two months. I am seeking either the new machine or a refund for the set. I have escalated my concerns to the BBB, FTC, and social media outlets. Despite reaching out to the service department, there has been no response so far. Last week, I was promised a call back from Executive Support, which never happened. I followed up with the service department this morning, yet I have not received any response. I am eager to know when I can expect to receive the replacement washer.

I have been trying to resolve an issue with my Samsung Gear S2 Classic smartwatch for over a month now. Despite speaking with a supervisor who promised to send it back last Friday, the repair center is still unable to provide accurate information. Today, after speaking with a customer care representative, I was informed that they had just received the part, which contradicted what I was told previously. I am extremely disappointed with Samsung's handling of my case, not only due to the delay but also because of the lack of competence shown by the customer care and repair center. I am reaching out for help and would appreciate it if someone could contact me regarding this matter.

I am urgently seeking assistance regarding my Samsung Gear S classic smartwatch, under ticket number [redacted]. The repair center has held my device for over a month without providing accurate updates. Following a conversation with a supervisor last Friday assuring me of immediate repair and return, I was dismayed to learn today from a representative that they had only just received the necessary part. The inconsistent information and delays have left me deeply disappointed and frustrated with Samsung's service. I am disillusioned not only by the extensive wait but also by the perceived lack of competence from the customer care and repair team. I am reaching out for further assistance beyond the channels I have already contacted.

I am urgently seeking assistance regarding my Samsung Gear Classic smartwatch with ticket number [redacted]. The repair center has held onto my device for over a month now, and there is a lack of consistent and accurate information being provided. Despite assurances from a supervisor last Friday claiming the watch would be repaired and sent out that day, today I was informed by a customer care representative that they had "just received" the necessary part, contradicting the previous information. This lack of clear communication and the prolonged delay have left me feeling deeply disappointed and frustrated with Samsung's handling of my case. I am not only frustrated with the delay but also with the overall incompetence displayed by the customer care and repair center. I am requesting that someone other than the previously mentioned services reach out to me regarding this matter.

I bought a Samsung dryer in September [redacted], and it's now making a loud thumping noise despite being lightly used. I've tried troubleshooting steps, but the problem persists. I've found numerous complaints online about this issue with Samsung dryers, particularly related to the drum. It's frustrating that after spending $[redacted], there's already a major problem. Samsung should take responsibility for these recurring issues, instead of expecting customers to foot the bill for repairs. I'm considering potential legal action due to this lack of accountability.

Hello, my name is Sonia V. I have a stainless steel Samsung Refrigerator that I bought 5 years ago. Unfortunately, this fridge has caused me many issues. I have experienced 3 leaks from the water section and the ice maker stopped working within 6 months of purchase. Additionally, I have had to unplug the freezer to adjust the ice production. I am a loyal Samsung customer with various Samsung appliances. I am in the process of remodeling my kitchen and will be purchasing new appliances one by one. Before I begin looking for a new refrigerator, I am wondering if Samsung could provide a discount as a gesture of goodwill to a valued customer like myself. I believe this request should be directed to the management department. Thank you for your attention to this matter. Email: [redacted]

Over a month ago, my Samsung 55" TV's screen went black while still having audio. After contacting Samsung, they referred me to their authorized repair service. The repair technician diagnosed the issue as a backlight problem and estimated a costly repair over $1,[redacted]. When I relayed this to Samsung, they agreed to cover the cost of parts. After several interactions and assurances from Samsung, a technician named Chris was supposed to arrange the repair. However, Samsung later called to cancel the repair as it was deemed too far. Despite being told Samsung would cover the repair costs, I was met with unhelpful and rude customer service representatives. Now, I'm left with a non-functional TV, unable to find a nearby repair service, and feeling frustrated with Samsung's failure to honor their commitment. I'm seeking a resolution to this issue as I can't afford a new TV or expensive repairs.

For over a month now, I've been dealing with various stories every time I call to inquire about my refund for a Samsung Q8FN ([redacted] QLED) 75-inch TV. I have completed all the necessary steps and have been verified by a Samsung Certified technician. I was asked if I agreed to a refund of $4,[redacted].99, which I confirmed. Following that, I was instructed to provide pictures of the TV's label removed and the cable cut, which I promptly did. After submitting the required documentation, I was told to expect a call within 3 to 5 days for further refund details. However, it's been almost two weeks now, and I have yet to receive the final approval, despite hearing different versions of the story from each operator I speak to. This inconsistent information is disappointing and reflects poorly on Samsung's credibility. I am frustrated as I am left with a damaged TV and a missing cable, which collectively cost $4,[redacted].

I recently purchased a QLed Q7 75-inch TV. Upon receiving the order today, I discovered that there were no screws included to assemble the TV. Despite spending about 4 hours on the phone with various customer service representatives, my issue remains unresolved. The missing screws are unique and not readily available in stores. I've been informed that I will receive a promo code within one to two days to order the necessary screws. I am extremely frustrated for several reasons: 1. A high-priced TV like this should not be missing parts. 2. I shouldn't have to spend hours on the phone without a resolution. 3. It's unreasonable to expect me to search for similar screws in local stores. 4. My time and effort contacting Samsung should be compensated. 5. Waiting for a promo code to obtain the screws is inconvenient, leaving me unable to assemble the TV. I am urgently requesting a phone call from someone in corporate to address this matter. Thank you.

Regarding the Samsung Notebook 7 Spin, I typically wouldn't take the time to write this letter, but the lack of assistance from both the retailer and your service team in supporting a college student has prompted me to address my concerns. This is my daughter's second Samsung computer, and I initially hesitated to buy your product due to hearing about various issues. I believed there were better options for her educational needs. Despite the Best Buy salesperson convincing her that this computer would be suitable for college, we discovered that post-purchase, they do not offer support or service for your product. The initial computer malfunctioned within a week and had to be returned, with subsequent issues with Best Buy during the replacement process. Shortly after my daughter started using the new computer, the charger stopped working within four months. Best Buy refused to assist, and we had to find a replacement online, which has worked perfectly fine since. Fast forward to October 13, [redacted], when the computer abruptly stopped working while my daughter was working on homework. Despite seeking tech support from Samsung, the assistance rendered not only worsened the situation but also caused her to lose crucial data. The technician's ineffectual advice resulted in the loss of data and left the computer inoperable. A subsequent consultation with a computer repair technician confirmed the ongoing issues and advised against sending it back to Samsung, as it would likely yield no resolution. I'm now in the position of having to buy another computer for my daughter as she needs it for classes on Monday, and it definitely won't be a Samsung. I understand that my experience may not be a priority to your company, but I wanted to share my concerns. At this juncture, I am uncertain of what actions you can or will take, but I am requesting a refund of the computer cost for my daughter.

My Galaxy S7, still under warranty, has been sent to Sprint for repair three times due to no mobile connectivity. I spent over 45 minutes on the phone with customer support in India, only to be disconnected without a call back. They advised me to send in my phone for repair with no loaner available. I rely on my phone for work and travel, so being without one is not an option. After three repairs, I believe I should receive a new S7. I have always been a loyal Samsung customer with no prior issues. I am currently paying for this phone and expect Samsung to support their product instead of apologizing for the lack of a loaner. It is disappointing that in today's world, where cell phones are essential, your representatives cannot provide a better solution. - AM

In August and September of [redacted], we purchased a complete set of Samsung appliances including a refrigerator, stove, microwave, dishwasher, and washer dryer. Unfortunately, we encountered issues with the oven not reaching the correct temperature, which Samsung deemed normal. Additionally, the oven door started chipping paint, but we were informed it was a cosmetic matter not covered under warranty. In September, the dishwasher malfunctioned, and despite a repair costing $[redacted] from Appliance Repair of America at [redacted], the issue persisted. After contacting Samsung at 1-[redacted], they sent a technician requesting an additional $[redacted] on top of the $[redacted] initial fee with no guarantee of repair. Disappointed with Samsung, we decided to purchase a KitchenAid appliance instead.