Samsung
Reviews and Complaints

I have been trying since November of 2016 to get a label kit for my recalled washer. I have made many phone calls and sent many emails. Everyone I talked to was very understanding and said they would send one out right away. Here it is 8 months later and still have no label yo put on washer. We are moving within 3 weeks and new owners will have this washer! Have no idea what to tell them?! Please do not ask me to call or email anyone because that has got me nowhere. I will think twice about buying another applaince from Samsung

Ticket numbers:
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See the above ticket history. I was promised a refund on June 2 2017. today June 30 I recieved my phone back. I have been dealing with Samsungs defective merchandise starting with my recalled note 7. The S7 edge was the replacement for that phone. To summerize the original phone was repaired twice with the same issue of a pink line returning. I recieved a replacement only to have the line show up a week later. Another replacement with the line appearing the day after I started using it. A refund was agreed to. I sent in my phone and it was receieved on June 8. It is now June 30 and for some reason my "repaired" phone was sent and not the check I was promised. I called customer service and was informed it would take 3- 4 weeks after the phone was sent in for my refund to be processed. THIS IS UNACCEPTABLE! I have been more than patient. I have jumped through every hoop in order to end this cycle. Samsung has consistently failed to follow through on repairs, replacements and now on the refund.If someone at Samsung took the time to check they would see on their homepage that I have owned every note phone since the note 3. That I have currently two Samsung laptops, two Samsung tablets and a Samsung television. I have been a loyal and committed customer often reccomending their products to friends and family. I was upset about my Note 7 being recalled and felt the compensation to be unfair but probably would have remained a customer despite of that. Not anymore. The failure of appropriate service recovery on Samsung's part has soured me to doing any further transactions with the company. All I request now is a speedy resolution to this current issue so I can go on with my life and stop spending my time emailing, calling, etc. to resolve this issue.

I preordered the Galaxy 8 on April 15th and was supposed to be eligible for the VR Headset promotion. I was instructed to register on shop Samsung app and I did. I submitted all information requested and was still denied the promotion after 2 attempts. I then called and was told I would be emailed within 2 business days and to reply with the information necessary. They said that I would not be penalized for it being past the promotion date since i had an open ticket prior to the promotion end date. They took over a week to email me and have since then requested the same information a few more times through email over the course of 3 months. I have called the 24hr customer service number and been left on hold for 2.5 hours. They have also picked up and not answered. I could hear talking, laughing, and even singing in the background. The last I heard from them is that I was not eligible because the promotion had ended and that there was no one I could speak to about the situation. They have the absolute WORSE customer service ever!

Dear othaim team,
I have porches the samsung tv model number hg48ac690dw model code is hg48c690dwzn s/n oagb3mkg300418.
Which I have porches this tv on 27 mar 17 and with in 3 month there is lines on the display and color and picture is not clear. I have complaint to samsung call center they have send the technician just he visit and check the tv and advise its not belong to them this is dubai model it will not cover under warranty also he charge me visiting charges of 150/sar.
I want the solution from othaim at the time of porches they sales man advise me if any problem you can contact samsung service center.
This problem should be solve from othaim please help me.

Very first day of using this phone, it slid from the console of my truck to the floor. The screen broke. I question if this is a defect in the phone. It should not have broken. I hadn't even had it long enough to get to the store and buy a case & screen protector. We have Assurian insurance, but since this was a replacement phone on a claim we had filed, and it is within 6 months of the last claim (yes, it was the next day!) the deductible is $225.00! I've never had a phone that was this fragile. Usually our phones are in cases with screen protectors, but it broke before I could get this.

Our daughter set this phone up for us to use on 5/24/17 and it broke on the morning of 5/25/17. Phone #[protected].

Do we have any recourse other than buying another phone?

am reaching out to you because I have no more avenue left. I have been loyal Samsung customer through out my life. I have used Samsung Galaxy phones, television, washing machine. So I was always a huge supporter of Samsung until I am having this miserable experience.

Before I go into detail, I want to give my background which will help you to understand reason for my distress. I am currently a graduate student in Florida State University. I was eagerly awaiting the launch of Samsung Galaxy S8 and was exhilarated to pre-order it. Within few days, because of certain personal problem I needed to travel to my home country. So, no longer I could afford that amount of expense so I decided to cancel it. I cancelled the order and the shipment was returned midway. I never received the shipment which is as expected. I was told that money will be refunded within 10 days after the shipment arrives back at the warehouse. So after 10 days I gave a call to customer care and they told me it is taking time but money will be refunded within next week. Then same thing happened when I called the next week also. They told me they can do nothing more than escalation. This trend has continued for the last one month where I have called more than 5 times and every time they tell that nothing more can be done other than raising more escalation. So, it has been more than one month and yet I have still not received my money back. Student community has limited fund. They do not sit on huge pile of cash. So for a student to give interest for the amount of a product which they will not be using is tough on them. If you do not believe me go through order no [protected] and you will realize everything what I have written here is nothing but the truth.

I have been buying things online for a long time. Whenever I give a call to customer care to any reputed company I do not have to be in hold for more than 2 mins. Yet everytime I have called Samsung customer care(which is more than 6 times) I have to be in hold for more than 30 mins during each call. I have been taken aback by this. In other companies they at least start processing the refund immediately and money arrives maximum within 10 days. And here it is in Samsung everytime you call the customer care, you will be on hold for 30 mins and when you go through to the representative they tell you they can only escalate the matter but do nothing else.

In this age when customer satisfaction has been the priority for all the companies this is how Samsung treats their customers. Isn't it peculiar? If this does not appear strange to you please let me know.

I have totally ran out of my patience. Right now I am in terrible anxiety about why did I trust your company? In this electronic age Samsung has brought us back to stone age with their customer support. Every company is making product innovation but that does not mean they will treat their customer in this way. I do not know what more can I do to get my refund back. At this moment I have lost all my confidence that I will ever get my money back.

My phone rang, no big deal right? Except that when I went to answer it the phone was so hot it actually burned my hand. The intense pain caused me to drop the phone. Because I could not hold onto the phone that was burning me neither Samsung or Verizon Wireless will replace it. Clearly this phone had a manufacture defect or it would not have gotten hot enough to burn my hand in the first place.

Samsung needs to stand behind their faulty product and issue a replacement.

I've recently purchased this phone and the sd card will not accept any apps which means I am stuck with a phone that has no gb's which means I can't use this phone please can you solve this problem for me. My mobile is 353 [protected]. Is there a way you can fix the sd card or replace my phone it's still here in my house in its box !
My details are neasa ohagan 27 Rinawade rise leixlip Co kildare ireland [protected]

It all started with my Gear S2 burning a hole in the back of the watch while it was on its charger one night. I get it, any product has the chance to fail and mine was the lucky one. I wasn't even concerned with the fact that it burnt a hole in the watch itself. I called Samsung to see what options that could be done for the watch that was barely a year old and the first issue we ran into was that their system would not take the model/serial number. Well, actually the first rep couldn't tell me the right place to locate the model and serial number. They kept saying that I would have to open the back of the watch up when it is actually located in the settings. That resulted in me calling back in a second time and letting their staff know there is a much easier way to locate this information. Its okay, sometimes we aren't equipped with all the information we need. I get it.
Moving forward, after giving the information to the representative multiple times, I realized that their system was just not taking it. I took picture with my phone and sent it to them. They were not going to send me a shipping label because the system wouldn't accept their own product. Finally, they agreed to send the prepaid label and told me it would be sent in for review on if it could be repaired. I was not told whether or not I would have to absorb the cost.
I brought the watch to UPS and left them to send it to Samsung. Samsung had informed me that I would be contacted whenever they received the watch and determined what could be done about it. A week went by and then I left for vacation. I assumed I would have had some missed calls when returning but no contact had been made. I reached out to Samsung and spoke with a gentleman who kept stating that the problem was “I shipped the product with Fedex” and not UPS. I mentioned Fedex once during our call because I forgot it was UPS and they almost wouldn't let it go…
We finally checked the tracking number and it showed nothing on UPS's website. Basically, it looked like something was generated but nothing was dropped off. Okay, not Samsung's fault. I asked if the gentleman could put in a claim to figure out what happened. I got pushed back for several minutes stating for me to follow up with them instead. My main complaint (which I'll probably address more than once) was Samsung's repudiation for ownership/follow-up due to adhering to their own processes of, well making the consumer does everything. They would not deviate from any process to simply call UPS. I called Samsung first and I just thought maybe they could call around and figure out what happened? The agent eventually placed me on hold for a long period of time and came back to tell me they would submit a claim with their UPS liaison to locate said package. Now I was to wait 24-48 hours for an update.
72 hours later, you guess it; I'm calling back because of no update. The lady I was speaking to was pleasant but carried the same ideology as the previous, which was she was unable to make an outbound call. You know, because it's 2017 and technology just isn't quite there for a fortune 200 company. If you didn't read that in a snarky and sarcastic tone, I propose you go back and do so to help further illustrate my emotions towards the quality of service I have received so far. When I stated that someone was to contact me back, she placed me on hold for several minutes (15-20) only to be greeted from someone in customer relations. I was escalated to another department when I was not asked to be. I'm not someone who contacts customer service only to immediately ask to be put through to a supervisor. Those people kill me. So I was pretty amazed that they did that without asking. Well, the lady that I spoke with refused to contact UPS as well. No surprise there. She stated she would also put in a ticket for someone to follow-up with me. At this point, I'm to blame for trusting anyone from these departments to do what they say they are going to do.
72 hours later, I'm calling customer service back. This time I spoke to a gentleman that immediately offered to get me to customer relations. I guess it's in their file “[censor] won't let it go and just transfer him to customer relations.” I really haven't been rude on the phone. I've never stated that anyone there was incompetent but their policies were atrocious for not letting their representatives go even an inch outside their antiquated guidelines that make me feel like a number and not a person. So here I am, speaking with customer relations again. This gentleman stated he was going to transfer my file to their executive office because they were the only people allowed to contact consumers back. Why do trust that this will happen? Fool me once, shame on you. Fool me several times after, I'm an idiot. I did, however, decide to contact UPS now.
UPS had it in their system that my packaged was shipped. They did not have anything after this. Unfortunately, they did not have a way to screenshot or print off the information so I had to actually drive up there to take a picture with my phone. You know, if Samsung would have called and asked them if it shipped they probably would have figured out what had happened. By probably, what I really mean is, they would have figured out what happened. So do I wait for the executive office to call me back? Well, I figured I'd at least call them with news of what I found. The representative stated to wait on a call from them.
48 hours later… There is a pattern here, isn't there? I was transferred once again without being notified back to customer relations to speak with the first lady I did that was on their escalations team. She gave me an email ([protected]@sea.samsung.com) to send the picture I had showing that UPS shipped my package. She told me she would respond back via email to let me know she got it. I shot one over. Then, 24 hours later, I sent another email.
I called them again after the next day when not receiving an email in response. They agent I spoke with went over the email address that was provided to me. Okay, it's the right email. Why haven't I received anything in return? I couldn't speak with that particular person this time around because it was the weekend and apparently, their department was closed. I was told to call Monday.
Monday is here, I called back and the lady (who was super nice) stated she would figure out what was going on. 20 minutes later after being on hold, I'm greeted by someone in the executive offices (I'm assuming…) asking who I am and what my issue is. What type of convoluted processes do I have deal with to get a simple answer of what is going to happen to my watch? Samsung's vision is as followed: "Inspire the World, Create the Future.” I have yet to be inspired by my experience with customer service. The future that Samsung wishes to create needs to be outside of their customer service because it is not something one would call, progressive.
This has been one of the worst experiences I have ever had in dealing with customer service and I am always greeted by a blanket response of an apology that is without empathy or concern for losing me as a consumer. I'm appalled at the time I have spent on the phone only to feel I am no further than when I started dealing with this. I have facilitation experience of over 3 years and an MBA with a concentration in Human Resource. I don't say this to further credit my voice. I have actually given coachings/learning opportunities to Samsung agents on verbiage and how to help consumers that feel the way I do. Do I really need to do that? Should I be the one who tells another person how to communicate to me and help me out? I'm not getting paid to take care of this situation, Samsung employees are. Where is the act of servitude for Samsung customers? Where is the true empathy? Where is the willingness to take ownership and see a frustrated consumer put at ease by going above the status quo? I've given this speech to several members of Samsung and the imagery of a man beating a dead horse is all that comes to mind. My words fall on deaf ears and I'm curious if the written ones are on blind eyes. My suggestion moving forward is a simple one and is only one word: Care.
5/24/17
Well, I just had a voicemail sent to my fiancés phone (though I had asked several times to contact my number) stating that since UPS will not open up another ticket for Samsung, it is now my responsibility to contact UPS. Apparently, UPS cannot find my phone though they show it has shipped. Samsung now wants me to make claims with the company. I have made a few more attempts contacting Samsung to only get (prepare for cliché customer statement) the “run-around.” Really Samsung? You choose to use UPS as your method of delivery and when I am inconvenienced you pass me off on another company… Are you too lazy to do it yourself? Are you not concerned with the fact I also have a life outside of this letter? This is what I was referring to when I stated that I feel like a number.
Upon reaching customer service, once more, I'm asked to hold while being transferred to the executive department. I asked the gentleman if it was a long wait, he stated no. I don't believe anything that is said at this point. 27 minutes later, I'm greeted by another representative that sits in silent reviewing my file. I told him that I want one of two offers. Offer one, I would like them to send me a replacement watch for the amount of time I have spent dealing with this. Offer two, reimburse me for the watch. I'd prefer the first as I am sure it would be more cost effective for Samsung and give me back a watch. I was on the phone with this call for a total of 1 hour and 14 minutes. At the end, I asked him if he could not provide me with this offer to transfer me to his supervisor. I was placed on hold for a few minutes and he came back to tell me he was about to transfer. I asked him if he or she was available at this moment or if there would be a wait. He stated that his supervisor was available to take this call right now. I was then transferred to another number which I had to leave a voice message on! Why am I constantly lied to?
5/25/17 10:40 PM
I have yet to hear from Samsung… This has been the worst customer service experience I have ever encountered in my entire life.

samsung will not gave me a ra number to return the smartwatch, and they are changing me for a smartwatch gear s3 not the at&t one that i did not get.numbersync does not work.I have call them and email them and they will not gave me a RA number to return the smartwatch .I do have a copy of the cancel one.they only gave 30 days to return it.the one i order the SM-R765ADAAATT-order number [protected], the one i did not order that i cancel -number SM-R760NDAAXAR.this is all i got on it.

Is it just me or does the outside of this phone seem poorly made? Glass on the back and front of a phone... Really? Yes I know nothing is foolproof and it should be in a case, but dang! Maybe we should petition for a recall or some kind of compensation. I didn't have a case on my last phone and had it for 2 years. No cracks or scratches whatsoever... Didnt have this 2 weeks and the back is shattered and I noticed before it did get shattered it had scratches. This is my 3rd maybe 4th samsung phone, but it's looking to be my last. I'll be sure to pass on my complaint to anyone who will listen. Im sorry I just think for the money and the life styles of people today it should be a bit more resultant!

Our phone stopped working over a month ago after the battery started smoking when it was plugged into the charger. The phone is under warranty. The phone was mailed to repairs where they said it doesn't work because we dropped it. I asked for the technical report and it hasn't been provided. I have been on hold for over 90 min trying to get to corp issue escalation since they won't honor the warranty. Corp Issue Escalation is unreachable. Sprint says I can pay $200 for a replacement phone and Samsung says I can fix it for $169. How wrong is this?

With my Vodacom upgrade 24.09.2016 I have had endless problems with my Samsung Galaxy S7 with overheating. I took my phone to Samsung directly twice for them to check it and it still overheated after that. Eventually my apps stopped working and once again I booked it in with Samsung 08.04.2017. A month and a half later I have not receive a single call from them and I phoned 18.05.2017 and someone was going to phone me back, I phoned again 19.05.2017 for them only to tell me that the purchase document I gave them originally was not correct and they have since changed their repair process. So it took a call from me for someone to tell me this, seriously this is such bad service and I would probably not use Samsung again and will find other means of voicing my unsatisfied service with Samsung

I don't like Samsung, their phones are poorly made!
I bought my previous Samsung one year ago and it broke only after one year of using. I never dropped it or something, always took a good care of my phone, but as the time passed the more lugs showed up. Then I bought another phone which was almost two months ago and I already have problems with my phone. I have to charge it every single day because battery is a complete joke, if I don't use my phone too often and especially Internet then it can actually survive till the end of the day, but if I want to use Internet I have to be ready to charge it at least two times a day. My phone is almost brand new but already such a mess. I will not buy Samsung phones again, maybe in the past they were good, but now things are a lot different!

I purchased this television 11-28-16 and the TV is still well within warranty. I turned the TV on one day it had a black streak running vertically from to bottom. After an hour on the phone running through the trouble shooting hoops, nothing worked and a tech was scheduled to look at the TV. Ticket # [protected].

He came and took 6 pics and sent them to the ECR who immediately denied repairing the screen stating that there were signs of "physical damages to the TV". There is not one single scrape, scratch, dent, crack anywhere on this TV. The streak is on the inside of the screen and could not possibly have been caused by my husband or I who are the only two people in our household.

I have spent 3 hours on the phone going around in circles and not one single person will speak to me as if I am real person and tell me where they see "evidence of physical damage". They refuse to answer my questions and just keep talking in circles repeating the same thing over an over again.

I have sent an e-mail to the president of Samsung, Steven Kim, and am waiting with no expectations of actually receiving a response. The e-mail is [protected]@sea.samsung.com for anyone else out there who needs it.

ECR claims they can see physical damage due to a brighter spot in the screen at the bottom of the screen. You can NOT possibly tell this by a photo of a curved screen TV where color and brightness is distorted by the curve. ECR is trained to find any way possible to NOT honor a warranty and they will lie to make sure that they don't have to repair or replace their defective product under warranty. I have attached two photos of my own. The black streak is on the inside of the screen. It is not a crack and there is no other kind of physical damage on this TV. You can NOT possibly tell that there is physical damages based on a photo.

Samsung has the WORST customer service I have ever dealt with. You can't even call it "customer service" because there is none! They care nothing about their customers or making right on a defective product. This is what happens when you deal with a giant corporate conglomerate that has lost sight of the fact they would not exist if not for their customers.

Will NEVER buy another Samsung product!

The BBB has received 6318 complaints filed against Samsung. 173 negative written reviews on the BBB website. Wake up top level execs! This should matter to you! Even 1 dissatisfied customer should matter!

Samsung should do the right thing and replace the defective TV. I would be happy for a refund of the $1600.00 that I paid for the TV, at this point I do NOT really want another Samsung product.

I have a DVD player, under warranty, that keeps turning itself off and restarting. I was told to send it back, at my expense, and let the technical team fix it. They sent it back to me and it's not any better, in fact it's worse than when I sent it in. I called and talked to two different people who told me to send it back again so they could see what's going on? I am pretty sure they did this the last time I sent it in? How many times do I need to send back an item under warranty? You can review my account under my repair ticket: [protected]. Thanks

Oct 1 2016 I was so jazzed I saved money up for my brand new samsung note 7, it was my first high tech cell that I ever owned, I was charging it not even a full five minutes later my dog is barking and I see flames, scared I went to put out a fire which was my samsung note, my hand is permently burned from third degree burns I cry and sents I bought online at samsung, did the recall send in deal, offer of a new phone, I waited two weeks later I get excuses so I said refund, daily I waited and when I would call, id get more excuses and hung up on so my lawyer and I decided to sue but I get a call from samsung promicing the world plus if we didnt take to court, ok so I said ok and that was stupid cuz here I am still nothing so now I am taking this to court, crazy but I need sujestion even help

I recently received a gift of a 3 year old tablet that had never been used. It was slow so I took it to the nearest branch of Samsung which was Somerset branch. I drove over 2 hours to get there and was greeted by stunning staff when I arrived. The technician I spoke to did not know anything about my tab so wanted to keep ire for a few hours... We waited at the mall and when we went back they said it had to be upgraded with programmes from the main computer so I had to go back the next day... Which I duly did at the cost of R500 petol, only to be met by a rude technician who insisted I pay first, which I duly did R399 even though quoted R325. I was then told my tab is obsolete and cannt be upgraded as too old... Its only 3 years!... I am still waiting on my refund... I am so dsappointed in the product and the staff sadly

We bought this 65" suhd 4k tv from Costco in August of 2016 with a two year warranty from Samsung, and an additional three year warranty from four square. At the end of February 2017 our tv developed a vertical line from top to bottom which won't go away. We went through the process with Samsung to replace, or refund the tv. After three weeks they determined that our tv couldn't be fixed because they offer no repair, or pickup service where we live in Juneau Alaska. We were told that someone would contact us within a week to tell us that someone would contact us for the refund. Yes, I said that right- someone would contact us to tell us someone would contact us. Unbelievable! Ten days later, I called and was told that they would schedule someone to pick up the tv. I then told them that we had already been through that, and that they dont offer that where I live. She then told me that our claim was waiting for approval. I told her that we have been waiting for approval for weeks, and we are done waiting. It has been over six weeks now since beginning the process, and have decided to spend the twenty five dollars and go down to the courthouse and sue Samsung electronics for much more than the $ 2500.00 we spent on the tv. It is a shame as we have always been satisfied with samsung products. My next stop is the better business bureau.

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