BBB Accredited Business since

Samsung Electronics America Inc.

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Phone: (800) 726-7864 Fax: (973) 440-1604 View Additional Phone Numbers 85 Challenger Rd Fl 7, Ridgefield Pk, NJ 07660 http://www.samsung.com


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Description

This business offers TVs, home appliance, computers and other electronics. Samsung's Consumer Electronics Division (CED) offers digital products for the home and individual use, including Flat CRT, Plasma and Rear Projection HD-ready televisions, DVD Players, Digital Audio Players, Digital Mini DV Camcorders, Home Theater Systems and Terrestrial HDTV Set-Top Boxes; Samsung's Home Appliance group also markets Microwave Ovens, Air Conditioners, full-size and compact Refrigerators, and Wine Chillers.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Samsung Electronics America Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Samsung Electronics America Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 4270 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

4270 complaints closed with BBB in last 3 years | 1704 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 183
Billing/Collection Issues 12
Delivery Issues 85
Guarantee/Warranty Issues 500
Problems with Product/Service 3490
Total Closed Complaints 4270

Customer Reviews Summary Read customer reviews

38 Customer Reviews on Samsung Electronics America Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 38
Total Customer Reviews 38

Additional Information

BBB file opened: January 16, 2003 Business started: 01/01/1938 Business started locally: 07/28/1978 Business incorporated 07/28/1978 in NY
Type of Entity

Corporation

Business Management
Mr. Rajiv Mehta, SVP Mr. Hohyong Nam, Voice of Customer Department Lead
Contact Information
Principal: Mr. Rajiv Mehta, SVP
Principal: Mr. Hohyong Nam, Voice of Customer Department Lead
Business Category

Electronic Equipment & Supplies - Wholesale & Manufacturers Photographic Equipment & Supplies - Wholesale & Manufacturing Television Sys & Equipment - Closed Circuit Auto Dealers - New Cars Electronic Equipment & Supplies - Dealers Shavers - Electric Television & Radio Parts - Retail Computers Hardware, Software & Services Electronic Equipment & Suppliers - Service & Repair Fulfillment Services

Alternate Business Names
Samsung Camera Samsung Cyberscholar Offer Samsung Electronics Samsung Electronics America Samsung Rebate Samsung Rebate Offer
Additional Information

Samsung's Information Technology Division (ITD) headquartered in Irvine, CA markets a TFT and CRT display products, color and monochrome laser printers, fax machines and multifunction devices for professional, corporate and SOHO users. ITD also markets large-screen plasma displays designed specifically for the professional and commercial markets. Samsung Telecommunications America LLP, based in Richardson, TX offers handheld wireless phones, wireless communications infrastructure systems, network products, as well as CTI products, digital communication systems, keysets, voicemail auto attendant and enterprise-wide wireless systems. Samsung Information Systems America (SISA) offers hard disk drive technology. Headquartered in San Jose, CA


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    New Rochelle, NY 10802

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Veterans Pkwy

    Bolingbrook, IL 60440

  • 40 Seaview Dr

    Secaucus, NJ 07094

  • 400 Valley Rd Ste 201

    Mt Arlington, NJ 07856

  • 520 Pedricktown Road

    Swedesboro, NJ 08085

  • 85 Challenger Rd Fl 7

    Ridgefield Pk, NJ 07660 (888) 480-5675 (800) 635-8478 (201) 329-7121 (800) 726-7864

  • Samsung Rebate Dept.
    PO Box 4617

    Trenton, NJ 08650

  • THIS LOCATION IS NOT BBB ACCREDITED

    3203 Breckenridge Way

    Riva, MD 21140

  • THIS LOCATION IS NOT BBB ACCREDITED

    169 Progress Dr

    Manchester, CT 06042

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 5851

    Unionville, CT 06087

  • THIS LOCATION IS NOT BBB ACCREDITED

    42902 Executive Drive

    Troy, MI 48085

  • THIS LOCATION IS NOT BBB ACCREDITED

    1144 Brookgate Way Ne

    Atlanta, GA 30319

  • THIS LOCATION IS NOT BBB ACCREDITED

    1327 Rivermist Dr Sw

    Lilburn, GA 30047

  • THIS LOCATION IS NOT BBB ACCREDITED

    2950 Spindletop Dr

    Cumming, GA 30041

  • THIS LOCATION IS NOT BBB ACCREDITED

    4930 Southern Pine Way SW

    Lilburn, GA 30047

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 Concourse Pkwy Ne # 900

    Atlanta, GA 30328

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    6750 Sunbriar Dr

    Cumming, GA 30040

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 950

    Lawrenceville, GA 30046

  • THIS LOCATION IS NOT BBB ACCREDITED

    356 Centre Pointe Blvd

    Simpsonville , SC 29681

  • THIS LOCATION IS NOT BBB ACCREDITED

    (even Range 100 - 198) N 4th St

    Hartsville, SC 29550

  • THIS LOCATION IS NOT BBB ACCREDITED

    356 Center Point Blvd.

    North Augusta, SC 29861

  • THIS LOCATION IS NOT BBB ACCREDITED

    12100 Samsung Blvd

    Austin, TX 78754

  • THIS LOCATION IS NOT BBB ACCREDITED

    2800 Wells Branch Pkwy

    Austin, TX 78728

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Klein Rd Ste 200

    Plano, TX 75074

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    1301 East Lookout Drive

    Richardson, TX 75082

  • THIS LOCATION IS NOT BBB ACCREDITED

    1900 Timberlake Dr

    Arlington , TX 76010

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    PO Box 30525

    Salt Lake City, UT 84130

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    2392 E Artesia Blvd

    Long Beach, CA 90805

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    310 Golden Shore STE 300

    Long Beach, CA 90802

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    2392 E Artesia Blvd

    Long Beach, CA 90805

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 73121

    Puyallup, WA 98373

  • THIS LOCATION IS NOT BBB ACCREDITED

    8115 Sw 165th Ave

    Beaverton, OR 97007

  • THIS LOCATION IS NOT BBB ACCREDITED

    3380 146th Pl Se # 103

    Bellevue, WA 98007

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/24/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/22/2016 Guarantee/Warranty Issues
6/22/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/21/2016 Guarantee/Warranty Issues
6/21/2016 Problems with Product/Service
6/21/2016 Advertising/Sales Issues
6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had called the service center for which I had purchased my TV, I purchased a warranty when I bought the TV but the service center referred me to the manufacture (Samsung) I explained my situation to the rep and she said that I would have to send the TV in I was confused on how to send in a 32" TV she said that I could take it to the nearest Samsung, but since I didn't have the model# and serial# I could call back, she gave me a ticket* *********. When I got home I called back in and the new rep had no ticket number and said the issue of the TV could not be resolved with them. The TV fell and the screen is cracked. I was on the phone with the 1st rep for 30 - 45 minutes and the second rep made it sound like it never happen, I don't think I called in and made it up. She pretty said can't help you.

Desired Settlement: I just want another 32" TV it's not even a year old and I just want to not get a run around or be mislead.

Business Response:

Samsung has contacted the customer regarding their Television. Unfortunately, there will be accommodation as the warranty does not cover physical damage. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******

6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Problem with Samsung is that I have gone through THREE Exchanges of a ************** Television Set and now ALL of them have had some kind of defect. The first one was unacceptable considering the amount I paid for it ($3,000.00) The second one that they tried to replace the first with was noticeable right away, so I told them to take that one back. The service repair center that Samsung subcontracted to me dropped the first one and cracked the screen. I finally got the next replacement only to notice extreme deformities on it that showed within a day or so of me owning it. They sent me out a third replacement and the contact I had at Office of the President ******* ******** *Not sure I spelled it correctly* told me that if I was not happy with the outcome she would issue me a full refund. Well luckily it was an ALMOST perfect TV and I have only been enjoying it for roughly 6 months now. It has now formed a "deadish" looking light yellow blob in the right upper quadrant of the TV. Naturally I have decided I am done with this particular "FLAGSHIP" product. Samsung's Quality control for this tv must not be that good as I have read online regarding multiple other people having to get these same problems fixed. The primary reason I am filing this complaint is because it is LITERALLY impossible to reach anyone of importance at Samsung. I have been trying to reach the ******* woman for FOUR MONTHS now about a warranty extension to no avail. Their complete lack of customer relations alone is enough for me to want to file a complaint, but I digress. I have waited for almost 3 days now for someone to reach out to me, but unsurprisingly this has not worked. I did attempt to speak with the "Base level" CSR for Samsung who tried to tell me that all I could do is request a replacement. Seeing as how I have had 3 replacements already along with a drawn out deal with that repair team breaking my first tv and that contact telling me I could have a refund, that's what I want.

Desired Settlement: I want a FULL REFUND in the amount of $3,000.00. In all honesty, I really should be requesting some kind of recompense for almost 9 months of my life that I have had to deal with this, but a refund will indeed suffice. Nothing else will correct the situation for me as I have done enough replacements and had someone who works at Office of the President inform me that a refund would be possible if I so choose. I purchased the first set back in September but only got a TV that has satisfied me since the end of November. I am well within my 1 year manufacturers warranty and I deserve to have this refund. Pictures available! Samsung, do not even attempt to placate me with anything other than a refund or I'll be forced to start a lawsuit against you for Customer Negligence and Quality control. This isn't even the end though, as It stands now, you're looking at a class action for removing any future One connect boxes. This was A HUGE reason I even purchased this product and you took it out.

Business Response:

Samsung has contacted the customer regarding their television. The customer has been requested to submit their purchase receipt in order to provide a refund. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been in correspondence with my contact at office of the president (who's been very helpful) and was informed that the refund was submitted and the department in charge will contact me to set up a preferred option to be reimbursed to. My contact also informed me that their carrier will arrange a time to come retrieve the product. 

Regards,

******* ** ***** ***

6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my phone in for repairs on 2-26-26 after receiving my phone they repaired and sent it back. On its way back to me the phone was either lost or stolen. I was told it would not be a problem and they would fill out a UPS claim on my behalf and promptly issue me a replacement phone. After numerous calls and waits I was told that the claim had in fact been issued to Samsung and that they're waiting on confirmation that the phone is in stock to be able to send me out a replacement. That was over 3 months ago. I feel like Samsung is stealing from me at this point not only did they get the $550 I paid for the phone originally but they've also got the money from UPS claim for a phone that I OWNED! Its pretty clear to me that they have no intentions of replacing my phone and they're most likely hoping that eventually I'll stop calling but I have zero intentions of doing that.

Desired Settlement: I sent in my Samsung Galaxy S5 for repair I was told by Colleen in the Executive Customer Relations department that i was able to receive an upgrade to a Galaxy S6 and that was in fact confirmed today by ******** also in the same department I would just like to receive what I was promised. Its funny to me that a phone company who sends me emails daily advertising the newest phone is having difficulty sending me a phone when it comes to replacing something that they lost in the first place!

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We do apologize for the delay with regard to replacement of your mobile device.

This matter is currently under review. You will be contacted as soon as feedback is available. Please allow 24-48 business hours for response.

Thank you


Consumer Response:

Complaint: ********

I am rejecting this response because:

It has been 48 hours and I have no received an update. I just got off the phone with your ECR department and they once again confirmed that im due for a Galaxy S6 phone however refused to give me a time frame as far as sending out the phone. The representitive i spoke with was Falcon. I've called in over 30 times to the 1-800 number each call takes over an hour to complete so this is now 30+ hours i've spent on the phone trying to resolve this matter with no resolution.

 Regards,

****** ******

Business Response:

A replacement phone was confirmed to have been delivered via UPS Tracking ******************.

Our records show there is an additional dispute that the phone received is a locked device.  Please note that Samsung does not supply unlocked devices.  Samsung will only replace with the carrier model received, and the replacement will be registered to the network for that specific carrier. Samsung originally received an ATT model device, and an ATT model was provided as replacement.

If the consumer wishes to have the product unlocked contact will need to be made to the Service Provider who can provide the unlock code, or necessary settings needed to use the phone on their network. Samsung cannot assist in unlocking the phone for use on another network.   We hold a proprietary licensing agreement with each Service Provider and it would be in violation of this agreement to assist in unlocking the phone. 

Thank you

 

 

6/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought this dryer in February of 2015. I told them I'd buy than but it wuld be months before my house is ready. it was not delivered to my unfinished house until May 2015 in which time they said they would charge me if it wasnt delivered. I started using the dryer on the weekend we moved in July 2015. In June 2016 the dryer no longer longer turns on and they dont want to honor the warranty. it could be something as simple as a fuse or a belt or a small 85 dollar motor. Why not honor to fix it when you forced me to have it delivered. I called but they told me theres nothing they could do. I spent 6800 dollars on appliances between my kitchen and laundry room. I really thought Samsung was better than this!!

Desired Settlement: Just fix the problem it has!! its only been in service for 10 months

Business Response: Samsung has contacted the customer regarding their Dryer. The customer has been offered a one-time accommodation of free of charge repair and the customer has accepted. The customer has been set up for repair under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * *********1. Thank you

6/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a washer and dryer from the Home depot Clay, New York 9/04/2015 and noticed a noise and balance problem with the washer right away. I called for service in December 2015 and a local repair company was sent to my house to service the appliance. The service technician told me he would have to do some research because he could not identify the problem with the machine. I never heard back with any results. I called SAMSUNG again on 5/12/2016 and was told i would receive a call to schedule another appointment with the service center. I heard nothing again. I called SAMSUNG again on 5/26 2016 and was informed that the order had been cancelled as the repair was complete. I had them schedule another appointment for me. They called the service center and scheduled an appointment for me on 5/31/2016 between 12:00 and 4:00. I waited at home and at 4:00 I received a call from the service center. The reason they were calling was to set an appointment for service. Not happy I set another Appointment with them for the following day. I was to receive a phone call from service tech Between 9:00 and 9:30 am. i received a call at 10:30 and he said he would be arriving at 2:00. When he arrived he moved the machine away from the wall to access the rear. He then informed me he will have to remove the top which will require the dryer being removed from the top as they are a stackable set and it is not his job to unstack the unit so he moved them back into place and he left. I noticed afterwards the machines were not in the same place as before and the vent for the dryer was destroyed. I called SAMSUNG to ask them to rectify the situation and was told the machine needs to be unobstructed for service (which it is) there are no walls beside it. I am told I need to hire a crew to take the dryer down and reschedule service and upon completion I will have to hire a crew to replace the dryer. The warranty states the product must be unobstructed and accessible. It is....

Desired Settlement: My desired out come is only what the warranty states. I would like my washing machine replaced as it is becoming obvious they cannot or will not repair it. I have attempted to have it repaired for six months with no luck. the problem not only persists but is growing worse and is possibly damaging the dryer from all the shaking. The dryer has already received one warranty repair after only 4 months of use.

Business Response:

Samsung has attempted to contact the customer at ************ to address their concerns regarding their Washer. Unfortunately we have not heard back from the customer.  Please have the customer contact us at *********************** so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ***********5 between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

6/21/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/20/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Samsung dryer beeps at random since I purchased it new. It is coming close to its year warranty, so I contacted Samsung. Despite numerous attempts / requests, my warranty service request has been ignored. I have contacted Samsung on the following mediums (in chronological order): via chat, via online service ticket request, via phone 3x. I first made contact 5/13/16. Each time I called, my previous service request ticket has been closed. The Samsung representatives are cordial and apologetic; after re-explaining my situation, each time they have promised that I will be contacted by a "specialist." During the last phone call I expressed my frustration and asked that a technician is sent, however I was told that the specialist must be contact me first.

Desired Settlement: Samsung needs to deliver on their product's 1 year warranty and repair my dryer. Or at their option, they can replace my dryer - including removal of the old unit and professionally installing the new one.

Business Response:

Samsung has contacted the customer regarding their dryer. The customer has been set up for repair under transaction* **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

6/20/2016 Problems with Product/Service
6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January 2016 I purchased a Samsung TV, received it in February, didn't attempt to set it up until 3 or 4 weeks later. When I did, I found I was getting a picture with 'laser' like lights, in the form of bars and geometric patterns. The underlining picture seem to be fine, even though I was using an antenna. However, these laser lights where intrusive and distracting, so I called Samsung and was told that I should consider getting cable. I thought I would do that in the near future but soon after that the screen went into a pulsating grid with no underlying picture. Again I called Samsung they sent out a service technician who told me that he would have to replace the screen and some other inside parts. I did not allow him to that because that would mean I am paying on a refurbished item. I emailed and called Samsung's head quarter office in NJ hoping that they would be fair and accommodating, I even offered to pay more for a better model.... to no avail. I spoke to ****** who told me that there are no replacements, everything is repaired (or refurbished!). My contention is that I purchased this item new, it came in to my home with a defect, that they more than likely knew about... I should have been given the opportunity to get a better model or a brand new factory built replacement. Now I must accept a refurbishing of this item and at no discount! Not fair! I remember having a sense of foreboding when one of the delivery men told me to, "Hold on to that box".... "Oh, yeah" the other one agreed. I thought that just in case there's a problem/defect I would have the box for an exchange. However, they don't exchange, they refurbish, and we the consumer pay full price for that!!! If I had been informed about Samsung's 'no replacement policy' when I was in Best Buy I wouldn't have thought it a good buy, at all. Therefore, I would have looked at other brands. Policy should be clearly visible on every big ticket item before purchase in all stores.

Desired Settlement: A TV that works..... delivering a good picture!

Business Response:

Samsung has attempted to contact the customer to address their concerns regarding their television, however have not been able to reach the customer. Please have the customer contact us at *********************** so that we may assist. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you.

Consumer Response:
Complaint: ********

I am rejecting this response because:I did call and spoke to a few people one of those people was ****** from the New Jersey president office, I was told by this lady that Samsung does not replace defective items.... they repair (or refurbish them). I have a TV that I can't watch because it came into my home defective.... why wouldn't I call SamSung to apprise them of the problem? I am not a rich woman, I can't afford to throw out the tv and purchase another just to avoid any headaches. I definitely called.... several times.... to no avail. Since I posted this complaint on the BBB web site I contacted Best Buys (again) this time I was advised not to make the monthly payments until this matter is resolved.



Regards,

******* *****

Consumer Response:
Complaint: ********

I am rejecting this response because: I purchased what I thought was a new tv....  I wasn't expecting to have it refurbished, if I wanted a refurbished tv I would have looked for that expecting to get a good price! I am paying full price for a defective tv that needs the screen and other internal parts changed out. They want to do this factory work in my home with no monetary compensation to me. I was told that the pamphlet, that comes with the tv, states that a service only warranty contract is what Samsung provides the customer. How could I have known their policy before I got the item in my home. Like millions of people, I go into a store, purchase an item expecting that a big ticket item is going to work as it is suppose to and that if there is a problem the company or manufacturer will replace the item in a timely manner..... not refurbish it!!!
What a racquet they've got going.... sending out defective models in order to get rid of them!!! By the way I tried to compromise I offered to buy a better model.... however, they obviously want to stick me with this one. I have no confidence in a model that came into my home defective. As of this writing I have called Samsung several times, leaving messages but not getting any responses, apparently my number is on a no answer, no call back list.



Regards,

******* *****

Business Response:
Upon further review of the customer’s file, the customer is refusing repair of the TV and the warranty is a service warranty. The customer was explained that she would have to go through with the service of the TV. She declined the service so there is nothing that can be done to further assist other than service. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Samsung washer WA400P was serviced by Samsung repair, but was not completely fixed. The washer soon went out again after a service call, and we tried to get Samsung to return. They advised that the unit was out of warranty, and that we should repair the unit ourselves. They informed us of which piece was likely needed, and told us to make the necessary repairs on our own, using YouTube for instruction. We ordered the part, and made the repair, but this did not fix the issue. Further research on the error code indicated a motherboard problem, which we relayed to Samsung. Samsung customer service apologized for the mistake, and told us we would receive a full refund on the washer. However, days later we received a rejection email concerning the refund, citing the fact that we had performed our own repairs on the unit, and thus absolved them of liability. I responded to the email, and reminded them that they had directed us specifically to perform our own repairs, and that if such an action were going to invalidate compensation, we should have been warned. I have received no response at all, and my email was sent June 3, 2016. I feel that we were misled into the nature of the repairs needed on the first service call (we actually had to call him back that same day, because he hooked the water lines up incorrectly, and we had to argue to even get that done), and misled further when we were directed to self-repair without knowing it would invalidate proper service.

Desired Settlement: The best response would be a full refund, as we were originally offered before we were duped by Samsung into self-repairing. An alternative acceptable response would be a full repair of the unit, including parts, labor, and service call fees.

Business Response:

Samsung has contacted the customer regarding their Washer. We are waiting on the customer to submit their email and chat transcripts of being offered a refund and told the customer needs to repair her washer. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday refer to case# **********. Thank you

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have sent the email regarding the offer of a refund. However, as the instructions to self-repair the washer likely came over chat or phone, I was unable to locate transcripts. During my phone conversation with the Samsung representative, she told me that she did not doubt my statement, and that failure to produce transcripts would not prevent me from receiving an acceptable response, which is either a full repair of the washer, or a full refund.

I am grateful to Samsung for reaching out to me, but do not consider this matter successfully concluded yet.


Regards,

******* *******

6/19/2016 Problems with Product/Service
6/19/2016 Problems with Product/Service
6/19/2016 Delivery Issues
6/19/2016 Problems with Product/Service
6/19/2016 Delivery Issues
6/19/2016 Problems with Product/Service
6/17/2016 Problems with Product/Service
6/17/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Order Number: ********** Order Number: ********** Order Number: ********** Order Number: ********** X2 TV HI, I am KHoa ***** and my Dad is ***** ***** , we made four orders on 05/15 ,all of them is 40" Class KU7000 7-Series 4K UHD TV (2016 Model) from Samsung.I was spending orver two hours to made this purchased cause it is super cheap like $100+tax. I found this deal on Slickdeals.net. After 3 days I got four emails said my order is canceled because their price mistake, then I call to talk with them and ask at lease I have to have one TV cause I order 5 TV,I am forgive they made the mistake on price but that waste my time a lot and some body else.I still have some pics showed exalty the price on Samsung's website. later on I got another email said the TV is out of stock but on their web still for sale. is that can call cheating customer? They gave me the code for $50 to order on Samsung only but I can't order anything cause the price to high. I am not happy and don't trust the anything about the Samsung said.

Desired Settlement: I want them sent to me the TV.at least have to be one (brand new ) with what I paid 100+tax=106 and free ship like they said

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns.  As per E-Commerce, we are not honoring any purchases for the 40" Class KU7000 7-Series 4K UHD TV (2016 Model) as it was a pricing error. We have sent our customers a $50 E-certificate and no further compensation will be provided at this time. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

Consumer Response: I need the TV,I don't need tbe $50 gift e- certificate
Complaint: ********

I am rejecting this response because:



Regards,

**** *****

Consumer Response:

I sent the check 1026 to pay the Leasing's document fee,they don't refund.
I am KHOA *****(KHOA ***** LLC) who want to take the leasing on TAMMY NAILS( *** * ****** ************** *****.To become the new onwer  customer I have to sent out the check($500) to them first,after they got it then they begin talk with me about the leasing stuff,**** *********(Director of Nodle companies) did't tell me $500 couldn't refund,they call $500 is document fee.There is problem between of Landlord with few old owners of Tammy Nails and they asked me have to look for their signatures to finish the document,but I don't know who are they and where they was living,so the Landlord asked me have to be sign the paper to take over the penalty fee if the business bank up but I didn't accept cause I only the sub lease then  they didn't accept me become new owner
I asked them stop use the check on 04/5-06-07/2016 .they didn't reply my email until I saw my bank showed they took the check on 04/08/2016..I want they refund for me.
If they cash out before the day I asked I would accept,but I asked them stop before **** was using that check.Noddle Companies is Theft Business.

The other thing I asked them many questions but he never answers my questions  about the insurance fee like about ( Insurance Reimbursement-4.85 + Cam estimate fee-284.89) they charge every month,what is that fee,Do I need it,what is it cover for us and If  the Drain broke who is respond,they said "The repair of the drains is the Tenants responsibility, Tammy Nails needs to pay to fix the lines" but in the contract said anything is relate to under floor or in the wall and on proof have to contact with them then they will inspect then send someone come to repair."

Thank you

KHOA 

Business Response:

Upon further review of the customer’s file, Samsung has contacted E-Commerce regarding the customer’s concerns.  As per E-Commerce, we are not honoring any purchases for the 40" Class KU7000 7-Series 4K UHD TV (2016 Model) as it was a pricing error. We have sent our customers a $50 E-certificate and no further compensation will be provided at this time. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

6/17/2016 Problems with Product/Service | Complaint Details Unavailable
6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a samsung car charger for my samsung galaxy s7 edge. The charger is no more than 4-5 weeks old. One day as i was driving i plugged it in, and it began to emanate a funny odor. As i was driving i tried to pinpoint the odor and was unable. I tehn caught a whiff of smoke but was unable to determine the source, it was very late and any hint of smoke was difficult to see. As im driving and looking around the console area, the base of the charger burst into flames. I immediately pull over and pull out the charger and put out the flame. The base of the charger and the usb cable were practically fused together. The car smelled of smoke for weeks. Luckily the car cigarette port or dash were not damaged due to the flames of the samsung charger. I am also very fortunate i was not involved in a car accident due to my immediate swerving to pull over and put out this flame before it got out of control. All in all it was a potentially dangerous situation. I have been a loyal samsung customer for many many years. I have almsot every samsung branded product out there so idecide to call them and let them know of this dangerous situation to look into any defects in the charger and tom replace my charger as it was a factory defect. I took pictures of the melted fused cords, i submitted them to samsung. I explained my concerns to samsung and they said they would follow up and take care of the situationa nd to date there has been no contact at all. They lacked any concern or responsibility to the consumer.

Desired Settlement: a replacement official samsung charger for the samsung galaxy s7 edge Adaptive Fast Charging Vehicle Charger (Detachable Micro USB - USB Cable), Black **************

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim

Your claim has been forwarded to the appropriate parties for additional review and direct follow up.  Please allow at least 24 business hours for contact.

Thank you

6/17/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Charger gets extremely hot and poses a fire hazard. When I contacted Samsung customer service, I was told that I need to send in the charger for a warranty exchange. The problem is as follows, I would need to send in the defective charger for inspection before a new charger gets sent to me. This would leave me without a method to charge my phone. My current charger, which is under warranty, is defective and poses a fire hazard.

Desired Settlement: I need a new samsung charging cable (model number EP-TA20JWS). I can send in defective unit after getting replacement.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim

Under the Samsung Warranty it is clearly stated that the defective product must be returned to Samsung for service. We must be allowed the opportunity to evaluate the original product for any signs of abuse before we can warrant replacement.

As a one-time courtesy Samsung has authorized the advanced replacement of your charger.  Upon receipt of the charger please return the defective product using the UPS E-label emailed to you.

Please note, if future accessory exchanges are needed we will require receipt of the original product prior to exchange.

Service Ticket for exchange: **********

Thank you

6/17/2016 Problems with Product/Service
6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the past few years I purchased multiple Samsung Galaxy phones all have failed with in one year (all broken USB ports). I decided to give Galaxy S6 a try and less than one year later my USB port is broken a charges intermittent. I contacted Samsung and was told I have to go without a phone for a minimal of 13 days while they try to repair it. That is completely unacceptable to have to go that long without having a phone. I was told that Samsung has no other option for me. This clearly seems like a company that does not stand by its product and is very dismissive to its loyal customers. I stopped purchasing Samsung TVs and now I'm going to stop buying their phones also. I need this issue resolved in a timely manner without a huge impact on me or my business due to their failing USB ports. A quick search on google will show that many people have these issues with Galaxy S6 and still Samsung representatives act as this is the first they heard of this problem.

Desired Settlement: I need a new phone sent to me ASAP and without me being forced to go 15-30 days without a phone. They can put a monetary hold on my account until they receive me broken phone. Sending my phone in and waiting so long for repairs is not an option. If Samsung cant do this then please refund my money so I can purchase and Iphone that does exactly this when their product fails.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

If phone parts are missing, or the phone is damaged it will need to be shipped to Samsung’s repair facility for repair. Unfortunately, Samsung does not ship parts to consumers for replacement.

Samsung cannot warrant the exchange of your phone, however, to process a new service ticket for repair please contact Samsung Customer Support at **************.  A courtesy request to expedite shipping and repair service can be made.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: the phone is not damaged the phone looks like new but the usb port is not working. I can not send it to Samsung and not have a phone for as long as one month. Samsung needs to have a faster solution to their failing product. 



Regards,

******* *******

Business Response:

We understand the product may not be damaged, however, if the phone is missing parts it will need to be shipped to Samsung’s repair facility for repair.

Contact will need to be made with Samsung Customer Support to arrange shipment of the device once time allows.

Thank you

6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Samsung flat screen television abruptly ceased operating on 5/25. It's our 2nd television and we rarely use it. This TV despite its age (purchased in 2007 for $955) has not endured much use (use it once or twice per month & sometimes go many months w/o use) and should not be malfunctioning.

Desired Settlement: A replacement TV. Whatever caused this to cease operating must be an inferior part etc. We will file a complaint with the state of NJ and the FCC bureau of consumer protection is this is not promptly rectified.

Business Response:

Samsung has contacted the customer regarding their concerns with their Television. Unfortunately the customer has not been available during attempted contacts. Please have the customer contact us at j.hunter@sea.samsung.com so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

6/17/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We received our TV as a Christmas gift in December of 2015. We did not open the box until March of 2016. When we turned it on we noticed large spots on the screen. We called Samsung customer service on March 9 to file a warranty claim. They confirmed that the tv was under warranty and sent a repair tech to access the damage. The technician felt that the TV needed to be exchanged. When I called Samsung customer service back they refused to repair or replace TV. They claimed that the TV was not under warranty because it was damaged. The TV was shipped directly from Samsung.com in a damaged condition.

Desired Settlement: We want our TV exchanged under warranty or a full refund.

Business Response:

Samsung has contacted the customer regarding their television. Unfortunately, there will be no accommodation as physical damage is not covered under the warranty. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: I was sold a defective productive and the the tv is still within its 1 year warranty. 



Regards,

****** *******

Business Response:

Upon further review of the customer’s file, there will be no accommodation due to physical damage. Unfortunately, cosmetic/physical damage is not covered under Samsung’s warranty. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********. 

6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Samsung on 4.30.16 in regards to a refrigerator that I have purchased for Lowes last year. I have called 4 times in less than 2 weeks and the fridge is still not cooling. I just need a replacement refrigerator and someone to compensate me for all the food that as been thrown out. I am inconveniencing my neighbor to store my daughter's medication and I also have a 2 year living in the household.

Business Response:

Samsung has contacted the customer regarding their Refrigerator. The customer was offered an SRA exchange (transaction * **********) and the customer has accepted. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: i left a voice message on Friday with my contact at Samsung and I didn't get a responsibility as yet from them as of today.  



Regards,

******** ******

Business Response:

Upon further review of the customer’s file, Lowes has made contact with the customer for and exchange. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

6/17/2016 Problems with Product/Service
6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer service experience I have had with Samsung has been absolutely horrible. Every time I have called to either originally submit a ticket or check on existing tickets, they were unable to pull the correct information or satisfy my questions. Their rigid adherence to policy doesn't even allow them to suggest an exception might be made to satisfy the customer. When UPS didn't deliver from me to them on time, using the shipping Samsung provided, they suggested I call UPS to take up the issue with them. They consistently provided me with incorrect information regarding my ticket. They also provided me an incorrect\incomplete process to return my phone to them as well as lost my SIM card tray during that process.

Desired Settlement: The phone I purchased failed on its own within 20 days of purchase. Given all the customer service issues including a brand new phone with a manufacturer's defect, my original request for a brand new phone to replace the original phone should be honored.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim

Our records indicate phone model  ******* ****) was last evaluated by Samsung on 12/15/15 at which time a repair was completed. 

To date Samsung has received no further contact regarding repairs to the device, missing accessories or additional concerns related to service.

Samsung would not be able to honor the request of replacement. However, if you have present issues with the Galaxy S 6 Edge in question please contact Samsung Customer Support at ************** at your earliest convenience.

Thank you

6/17/2016 Problems with Product/Service
6/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Pre ordered my Samsung Galaxy s7 before the release date of March 11th. Was promised a free Samsung gear s2 watch as part of the promotion. I immediately registered my info when I got the phone. It stated up to 6 weeks to ship . It's now been two months and Everytime I call Samsung they have no information for me I've tried hours on the issue . They refer me to prize logic the company they outsource to and they say it's still pending shipment they don't know if I will even get the watch. I never get a straight answer . Samsung won't help nor will prize logic. Had i known this mess it's been I would have never gotten the Samsung. Samsung lies and is not fulfilling the promotion they offered .it needs fixed and they are all very very rude and not helpful.i just want what I was promised for spending $650 for their product.

Desired Settlement: I would love to get my watch. I pre ordered before March 11. It's nearly two months later and still not shipped. The details stated up to 6 weeks to ship . That has come and gone . All the countless hours on hold with Samsung and prize logic is ridiculous always 80 people in the que just to be shoved off. want my product as promised since I'm spending $650 to buy your phone . Samsung needs to do something big to win back my business otherwise I'm done with Samsung even if I get the watch this was not worth the trouble at all. I'm owed more.

Business Response:

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the consumer has registered for an S2. Due to inventory, the gift has not been shipped. The consumer has written into our customer support for assistance with registration. Prizelogic replied and the customer did not respond. The customer asked for a status update and was told his claim was received. The customer also asked for a ship date , he was informed tracking was not available yet. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response: Not acceptable because they never tell me when I will get my watch or a ship. I call prize logic and get the run around. So a response saying please contact us gets me nowhere it's the same thing .
Complaint: ********

I am rejecting this response because:



Regards,

******* *****

Business Response:

Unfortunately, PrizeLogic cannot assist in the processing of shipments by the fulfillment company. We are not affiliated with them. The speed of shipments depends on their inventory. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

6/16/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the Galaxy s7 through Verizon and received it about a month and a half ago. I have been using it with no problems until a 2 weeks ago when I pressed the home button it cracked the screen. I called Verizon and Samsung and samsung had me send it in to be repaired. After a week I received a email saying the charge for repair has been changed from 0.00 to 269.49. When I called and talked to customer service they told me that there was physical damage to the phone. I told them yeah that when I pushed the home button the screen all of a sudden cracked on me. The customer service rep said that even though it was not my fault I still have to pay to repair it. I keep asking why I have to pay for this and they tell me that the device has physical damage. I ask them why when It was damaged from something I have to push to go to my home screen. All they keep saying is that They are sorry but I have to pay to repair it. This has been one of the worst experiences I have ever had. I have 2 Samsung TV's 3 Samsung cellphones. every 2 years I upgrade to the new Samsung galaxy phone, I have a Samsung tablet. I even recommend you product to many others. I have been loyal to Samsung but this experience has broken my loyalty.

Desired Settlement: All I want is my phone repaired

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung Standard Limited warranty physical damage is not covered. Although the damage was caused while performing an action on the device, pressing the home button, the damage seems to have occurred due to the amount of pressure applied.

Although Samsung cannot warranty the Free of Charge repair based on the extent of damage, we can offer to discount the repair. The price has been adjusted to $70.31.  Once paid repair can be completed.  Please contact Samsung Support at ************** to process payment.

Payment would need to be made prior to end of business 6/13/2016 in efforts to prevent phone from being returned without repair.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I cannot afford to pay for something that is clearly a defect and I have been told that it is not my fault.  The company needs to repair my device.  I cannot understand how a company can charge a customer for something that is not the customers fault.  Seem like they are making money by ripping for the customer.



Regards,

**** *******

Business Response:

Based on the extent of damage our technicians found that the damage could not have been caused by a slight press of the home button. Based on this evaluation Samsung cannot warrant free of charge repair.  Samsung can only offer repair at the reduced rate of $70.31.

Again, the new price adjustment will only be valid until end of business Tuesday, 6/14/16 before the phone is returned without repair.

Thank you


Consumer Response:
Complaint: ********

I am rejecting this response because: That is horrible you want to place blame on me so that you can make more money off of me.  You can expect me to let everyone I know or that ask me about Samsung products to stay away as they will try to blame the consumer for damage that they did not cause just so that they can make extra money off of the.  Do not expect me to purchase another thing from you.   Just send me my phone back and Please anyone that reads this needs to see how Samsung is trying to rip you off to make more money and not buy their products. 



Regards,

**** *******

6/15/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Samsung delivered me a package which contains only 1 item, not the total three items I ordered. Their customer service people just blame shipper without any intention to send the missing two to me.

Desired Settlement: Send the items to me now. This has nothing to do with shipper. Don't play tricks any more.

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, the customer called E-Commerce on 5/20/16 to state that he never received the items and an investigation was sent up on the same day which can take up to 7 to 10 business days to complete. Customer then put the item in dispute with his credit card company on 5/24/16. A resolution came back from the investigation that confirmed the customer never received the items and was to receive a refund for the items never received but we cannot issue the refund because the customer opened a dispute. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

Consumer Response:

Complaint: ********
I am rejecting this response because:

Yes, I could got $5 refund via Paypal. But this transaction is not only about $5 and it also include a $50 Sumsang certificate (like gift card). Till now, I did get any indication that you will send the missing items to me and is this that difficult to figure out what you should do.

Let me put things straight for you guys: Using this simple trick, you just want me to lose the $50 gift card which you certainly have no intention to return to me. Shame on you with this simple way cheating us costumers.

Regards,

****** **

Business Response:

Upon further review of the customer’s file, Samsung has contacted E-Commerce regarding their concerns. As per E-Commerce, the order is still in dispute and until the dispute is lifted we are unable to issue a refund. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.Thank you

6/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Samsung Galaxy S7 Edge after seeing the promotion that Samsung will distribute S2 watch or VR depending on the consumer's selection on the verizon wireless online. I purchased on verizon wireless online and filed the claim on Samsung to get the S2 watch on 3/23/2016. I read over the terms before I purchased my phone to be sure I am eligible to get S2 watch and then proceeded to provide all the necessary documents. Samsung did not yet deliver any advertised item to me while I am eligible according to the term outlined. Representative of PrizeLogic representing Samsung's promo said I am ineligible for S2 (but eligible for VR) because of the location code on my verizon wireless purchase. While on both verizon and samsung advertising, there was no mention, either explicit or implied, that online purchases through verizon wireless is ineligible and also no information on ineligibility based on location code within verizon purchases. Furthermore, Samsung could not find the evidence to prove that I am ineligible according to the rule and kept claiming internal information. For advertisement to be valid, terms should explicitly outline ineligibility, and eligibility outlined in the terms show that my purchase is indeed eligible to get S2 watch. In addition, the staff confirmed that S2 watch is in stock, so stock is not an issue and I filed very early which was 3/23 after my pre-order. Also, Samsung did not inform about this information until today when I called to find out the status since online it only shows that my submission is APPROVED, and shipping is pending. As Samsung is now claiming my purchase is not eligible for S2 watch, it needs to explain why according to the term outlined , not arbitrary excuse. Furthermore, through repeated inquiry via emails and phones, it was extremely hard to get any reply at all, and call back is virtually non-existent. It seems Samsung is holding on my claim and not acting to keep its advertised promise to consumer.

Desired Settlement: Delivering S2 watch or equivalent value of gift card to me promptly (within 1 week)

Business Response:

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the consumer’s location code on his receipt did not reflect a qualifying online or telesales purchase. We have communicated with him and are currently escalating the shipment of an S2 to the address that he verified via our customer support. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, just to make sure, i have two separate orders since i purchased two S7 edge phone along with my sister. So, my sister has the exact same location code since we are in the same verizon plan (primary holder is me). She also filed exactly like me on the same date for S2 watch. Please check with her email (*****************) and her name is ***** *** (shipping address is same as me: ** ****** ***** ***** **** ***** ** *****). 

The address on file should match above Pike Road, AL address, as she already contacted PrizeLogic to update her shipping address since she moved on May. Let me know if she needs to file on BBB separately to get her S2 watch. Thanks

Regards,

****** ***

6/14/2016 Problems with Product/Service
6/14/2016 Guarantee/Warranty Issues
6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Galaxy S7 Edge from Samsung. Paid an arm and a leg for it. The screen started showing burn on the screen a couple days ago. I called in and told Samsung about it. They said I could get it replaced but I have to send to them and I would be without my cell phone for up to 10 days etc. I was like come on - I can live with the stuff, but I can't live without my phone. They needed to send me a loaner or something. Well, today the screen is all black. I can't see anything. Losing contacts, business all because I can't get to my phone. This is crazy. How can Samsung have such huge place in market share in America, but I need to ship the phone to them for fix. How do they not have authorized repair facility near me. Why not have me get it fixed in the many cell phone repair shops and reimburse me for the price or whatever. Why only option is to be without my cell phone for 10 days until get fixed. This is a horrible solution and in 2016 almost impossible. Samung has enough money and resources to take care of customers who purchase expensive products from them. I want my phone fixed and easily. Not a pain and making me go without a phone for 10 days. I have family that needs to get a hold of me. I rely on my cell phone. This is ridiculous. This is a brand new phone - it goes out within 3 months when I spend that much money on it. They should be helping me to get it fixed no matter what and fast and no down time.

Desired Settlement: I want my S7 Edge mailed to me and no down time. Send me a return envelope for the broken phone. I mean why should I be without a phone for 10 days based on this company bad product?

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung warranty it clearly states the product must be shipped to Samsung for warranty service. Unfortunately, there is currently not a walk-in center available in your area.  The only option will be to ship the phone to Samsung's repair facility located in Texas for service.  If you are in need of a phone during repair and do not own an older device for backup, we must suggest contacting your local service provider for possible loaner availability.  Samsung does not have a loaner phone program available.

There is also the option of seeking replacement through the carrier if insurance was purchased.

To continue with repair authorized under the Samsung Standard Limited Warranty we ask that the phone be shipped using the UPS E-label already provided.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

Why should I go without a phone for 10 days or whatever because of Samsung multi-billion dollar company faulty product? They should send old loaner phones or make it easier for people to get it fixed then waiting that long without a phone. They should know this day in age people rely on cell phone. This is not acceptable and something should be done as I'm sure I am not the only one. 


Regards,

**** ********

Business Response:

As previously mentioned Samsung does not have a loaner phone program available, therefore, cannot assist with providing a phone for use during repair.  If you are in need of a phone during repair and do not own an older device for backup, we must suggest contacting your local service provider for possible loaner availability. 

Samsung will only be able to assist with the evaluation and repair of the phone once received.

Thank you

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November 2014 my phone was purchased on a payment plan with AT&T in the amount of $800.00 with payments of $26.00 per month added to the monthly bill. The phone has not been paid in full to date. On June 1st 2016 I notified Samsung my phone stopped working the phone would not recognize my finger touch only the stylus pen. I spoke to a ***** located in the Philippines who advised me to send the phone to Samsung for repairs.She advised I would not be charged but I would have to pay for shipping and handling. She transferred me to another associate who handled the ticket number to send in the phone and how to package it and I would receive an email with instructions. I did receive the email and sent the phone per the instructions. On June 9th 2016 I received an email my phone was received by Samsung. On the same day I received an invoice to pay $ 182.89 before the phone can be fixed. I immediately contacted Samsung to dispute the charge as I was told I would not be charged. I spoke to ***** in Denver Colorado who advised me as he was looking through the notes he did see where I was told there would not be a charge and advised me Samsung would make it right. He transferred me to the ECR department to escalate the concern, after waiting 30 minutes on hold they disconnected the call, I called back and went through the entire situation again. I spoke to a ***** located in the Philippines who chose to argue with me and told me I would have to pay the fee. ***** chose to dismiss me and my concerns after I asked to pull all the recorded calls to validate what was said to me..

Desired Settlement: I am requesting not only a full refund but also an apology from Samsung for the bad behavior that was displayed to me.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We sincerely apologize for any negative experience with our Customer Care Center.  The unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities.

Samsung's warranty is valid one year from the original purchase date, which means warranty expired for your product November 2015. When the product is outside of the warranty period and needs physical repair, a service charge would be required.  An agent cannot confirm if physical repair is required via phone if the condition of the phone has not be confirmed. The phone must then be evaluated by a technician who will determine repair outcome. If only a software reflash was required for an out of warranty by date product then service would be at no cost.

Please also note that you were sent an email on 6/1/16 the day your service ticket was created which gives the following information in bold print:

"Your device may be in warranty by date; however your handset may be out of warranty by condition. The Samsung warranty states that out of warranty repairs will incur a repair fee."

In review of your service ticket we are able to confirm that physical repair was required, therefore, the service charge is valid and cannot be reversed.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: I requested the recording of my communication with 4 representatives be reviewed as I was told by 2 representatives I would not be charged only for shipping and handling. The response the BBB received is a standard response. Consumers should never be lied to or made to feel they did something wrong. 



Regards,

****** *******

Business Response:

As it has been explained Samsung Warranty and the Email provided at the time of your service request explains that any out of warranty by date product, and any out of warranty by condition product received will require a repair fee.  Had the phone been in warranty by date and had no present damage service would be covered at no cost. A representative cannot make this determination by phone because the product has not had a full examination. They can only confirm that a software flash will be provided free of charge.

Samsung will be reviewing the call for training and coaching purposes where needed, however, based on the condition of the phone and date of purchase the charges for repair are valid and cannot be reversed.

Thank you


6/14/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This issue has been going on since december 2015. I purchased a refrigerator back in november 2015 and on christmas morning i had a pool of water in my kitchen. The refrigerator completely stopped working. I called and had samsung come take care of it. Had it fixed and it worked for a small amount of time until the freezer side stopped working. Called them again and had them come fix it again. A few days later it stopped working yet again. So yet again i called samsung to get it fixed again. Then they tell me its a defective unit and they are going to give me an exchange. they said it would take a few days for someone to contact me. I waited around 2 weeks and then decided to call them back. they never sent it thru. So yet again they say they are setting it up and ill hear back from someone in a few days. waited a week or 2 and called back yet again. This time i just asked for a refund. They agreed with it and told me they will get back to me in a few days to set up the decommission of the unit and set up the payment. Its been 2 weeks or so and havent heard anything yet again. Ive wasted so much money in gas and food because i can only buy a days worth of food since i have no fridge to store it. Also had a new born on may 10th. Had to switch to formula because we couldnt freeze the breast milk. Ive always been a fan of samsung products but after this fridge ill probably never buy another samsung item again. The amount of money ive wasted on waiting for my fridge to be fixed and now waiting on a new fridge is outrageous.

Desired Settlement: Id love to get some kind of reimbursement for the food and issues with the child that ive had to deal with due to horrible customer service. But atleast i would like my money for the refrigerator so i can finally purchase a new one.

Business Response:

Samsung has contacted the customer regarding their Refrigerator. The customer was approved for a refund and accepted under transaction* **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

6/14/2016 Problems with Product/Service
6/14/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In May 2016, I initiated a warranty claim with Samsung regarding my Gearfit smart watch because it was no longer taking a charge. I sent my device to them, and they received it on May 10. Shortly thereafter, my device was returned to me unrepaired with a voided warranty due to moisture exposure. I have attempted multiple times since then to contact Samsung to explain that my device has never been exposed to any moisture beyond my own perspiration. The Samsung Gearfit carries IP67 rating, and is designed and intended for just such exposure. Because my device failed from the type of exposure for which it is intended, it is defective and should be replaced under the warranty it is covered by. Samsung has not replied to any of the emails I have sent them on this matter. I believe that they do not intend to honor their warranty and are therefore in breach of contract.

Desired Settlement: I would like Samsung to honor their warranty and replace my defective product.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung Standard Limited Warranty liquid damage is not covered.  If liquid damage was found during evaluation this would indicate that at some point the product was in contact with some form of liquid and the contact was too severe, or the product was not sealed properly. 

Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the device.  Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time.

Although warranty is void based on the conditions of the product, Samsung will authorize warranty service for your Gear Fit.

The product will need to be returned to Samsung using the new UPS E-label that has been emailed to you. Reference Ticket #: **********

Thank you

6/13/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a galaxy s7 from Blue Wireless in Wilkes Barre Pa. It was a brand new phone. After a month the Blue Wireless warranty had expired. At three months the mother board went and I contacted Samsung. They had me send the phone in. The manufacture warranty was for a year. The phone was made more than a year ago but sold to me three months ago. The motherboard went on it and they said it was irreparable and sending it back to me with no repair. The manufacture warranty should start on the day of sale and not when it was first produced. They said I was out the money i paid since they had no phone to send me in exchange. I believe it should still be under warranty because it is only 3 months old.

Desired Settlement: replace or repair my phone

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

The one year warranty is valid for one year from the original purchase date of the phone.

The repair for this device was not denied due to warranty time period, but due to physical damage at the charging port of the device.

As a one-time courtesy a Free of Charge repair has been authorized.  A new Service Ticket has been authorized. Please refer to Service Ticket * ********** and return the phone using the UPS E-label emailed.

Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********

6/13/2016 Problems with Product/Service | Complaint Details Unavailable
6/13/2016 Advertising/Sales Issues
6/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased our Samsung refrigerator and premium warranty plan on 15 September 2015. It went out on 11 May 2016. We called Samsung and they said that they would have someone call up asap, they then read back our contact information to see if it was correct. It was. We called back the next day and they said that the people tried to call us and could not reach us. and that they would have them try again.I called back 2 hours later and they said that the people said that they could not reach us, so I asked for the Name and Number of the company. They gave it to me and I called them, they said that Samsung gave them a number that was not my contact number. We scheduled them to come out on 16 May as that was the soonest that they could get there.I called Samsung back and told them that they had given this company a wrong number. Even though they had my correct call back number they had another number, incorrect, on file as a call back number for repairs. I asked them to correct the number and they said that they did.I complained about having to wait so long for a repairman to come out and all the food that had been wasted because their NEW refrigerator had failed. We lost about $1000.00 worth of food! They called someone else and gave them the incorrect number again. It took eight (8) days to get someone to come look at and repair the fridge. It was covered in black mold on the inside. We called back and spoke with Manuel ( a manager) who escalated it and said some one would call back within two business days. It has been 11 business days and they have not called. The fridge is still not working correctly, (not cold enough for food). I cannot get Samsung to follow up and repair it correctly or replace as per warranty!

Desired Settlement: We want it repaired correctly or replaced as per warranty and we want it done in a timely manner! not weeks or months!

Business Response:

Samsung has contacted the customer regarding their Refrigerator. The customer has been requested a copy of their BOS for a refund under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ****

6/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung and Verizon offered a promotion with the purchase with a Galaxy S7 Edge cellphone. The promotion was buy the phone, get a Gear S2 free, as long as it was purchase online. I purchase the phone online. I got a confirmation email stating I was not eligible for the Gear S2 because my location code showed it was an in-store purchase. The company handling the promotion (which was hired by Samsung) is named Prize Logic. I've contacted them numerous times on this issue. First time they said it was sent in error and not to worry, I would be receiving the gift I had asked for. I even have an e-mail from them stating I would be getting the Gear S2. A few weeks later I get a box in the mail. It was the Gear VR, which monetarily is a much lesser product. I called Prize Logic once again and they said it was sent because Samsung had audited the location codes and said I had purchased the phone in a store. All three companies, Samsung, PrizeLogic, and Verizon are playing the finger pointing game with each other. I am only reaching out to you now as last resort. I've made numerous attempts to resolve this with all three companies with no results. I don't know who is at fault at this time, so I am filing a complaint with all three companies.

Desired Settlement: All I am asking for is to receive the promotional prize I was promised under their promotional rules. The Gear S2

Business Response:

Samsung has contacted the customer regarding their concerns. As per Prizelogic, the consumer’s location code was not valid for the S2. We have switched him and contacted him and he said he will pull his complaints down. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

******* *****

6/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: purchased Samsung fridge in 6/23/2012, it comes with 5 yr. warranty on seal refrigeration system. After noticing heavy ice forming inside the freezer, I contacted Samsung Consumer Affairs to claim warranty repair, I was given a ticket*********** and an email address of ******************** for filing warranty repair. I received no response and call the consumer affairs repeatedly but received no resolution. The ice forming in the freezer had caused moisture damage on the wood floor. Due to lack of response from Samsung, I had contacted a repair company directly to repair the issue and the issue was the drain system is plugged. I am requesting Samsung to pay for moisture damages to the wood floor.

Desired Settlement: Requesting to pay for moisture damages to the wood floor caused by failure of Samsung fridge and failure to address the warranty issue in a timely manner

Business Response:

Samsung has contacted the customer regarding his Refrigerator. The customer has been requested to send in paperwork for claim processing. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

6/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a very bad experience with customer service techs as I rinsed my phone (5S Active) with tap water to clean it based on Samsung website mentioned that I can rinse it and used a dry cloth to dry it, found out something went wrong when I tried to charge it after, the phone would temp to charge then turns off right away, starts back on then off and not starting all the way, I chatted with a Samsung agent and had a reference # to escalate to higher lvl of support so I called the phone # they gave me, they advised me to schedule a repair and so they will send me a shipping label BUT they needed my credit number to charge for repairs, my point was that I purchased this phone specifically because it's a water resistant and can be cleaned with water but the day I decided to do so it went bad and that's to me is a product false advertising, I stayed for 1 hour on the line with Francis who gave me another reference ticket # then transferred me to his supervisor which was very very very rude (Raymond) he kept repeating himself with SO YOU DO WANT TO SCHEDULE A REPAIR OR NOT? then when I asked to speak with his supervisor he refused to provide me with a name or connect me with them then placed me on hold forever, I spent about 45 mins extra holding on line till I gave up. I believe my phone is out of warranty since it's over 2 years old however I also believe that SAMSUNG mislead, cheated customer like myself by offering a false advertising on the phone, the website clearly said I can wash this phone with fresh water and clean it with a dry cloth which I did. Phone info: IMEI: (**************) Model: (SM-G870A) Serial #:(***********)

Desired Settlement: 1.I want an action to be taken with the customer service techs rep (Raymond) attitude to avoid further customers mistreatment affecting company reputation. 2. I want Samsung to take full responsibility for the false advertising about the galaxy 5S Active as it's not a water resistant and perform repair or replacement for no charges.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We sincerely apologize for any negative experience with our Customer Care Center.  The unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities.

If liquid damage was found during evaluation this may indicate the phone was not properly sealed when in contact with liquid, or the liquid contact was too severe.  Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset.  Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time.

Although liquid damage is not covered under the Samsung Standard Limited Warranty, as a one-time courtesy Samsung will authorize repair of your device.

Please use the UPS E-label emailed to you for shipment of your product to Samsung's repair facility. Reference Ticket #: **********

Thank you

6/12/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Samsung smart TV model NO *********** that suddenly stopped connecting wirelessly to the Internet. I have called Samsung multiple times about it (and been on hold for over an hour) and the customer service (which is terrible), runs me through all the software updates and protocols that they are "supposed" to. The first time, they told me I had to download the software update onto a flash drive to install it. That didn't work. The website they directed me to to download it at was not functional and I actually had to call back to get it sent to me. The update did not resolve the issue. The next time I had the time to call and be on hold for an hour, they told me it was the fault of my ISP and that I had to call them up and tell them to take down my FIREWALL. That is unsafe and my ISP warned me against it. Everything that I have read suggests that it's an error or issue with the Samsung device. I should not have to remove my firewall to get the wireless iterate connection to work. There needs to be a proper resolution from Samsung.

Desired Settlement: For my smart TV to connect to the wireless network and operate properly

Business Response:

Samsung has contacted Technical Support regarding the customer’s Television. The customer has been set up for service 6/01 under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

6/12/2016 Problems with Product/Service | Complaint Details Unavailable
6/11/2016 Problems with Product/Service
6/11/2016 Problems with Product/Service
6/11/2016 Problems with Product/Service
6/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my Samsung 50" TV (**************) on November 27, 2015, less than 8 months ago, so my TV is still under manufacturers warranty. One day while watching TV I heard a loud pop and the image went black. I immediately unplugged the TV and gave it a few minutes before I plugged it back on and restarted my TV. To my amazement there was a crack on the internal screen. I contacted Samsung customer service. They walked me through some basic troubleshooting which made no sense since I clearly stated it was a cracked screen. Regardless the customer service rep insisted that he needed to follow protocal. After 20 minutes of troubleshooting he decided to set me up for service with a local repair center called NISI. The NISI tech came onsite and stated that he saw no physical damage to the exterior of the TV and this type of thing happens when the TV overheats. I called Samsung tech support for approval on the repair and the tech refused the in-warranty repair because of physically damage. The NISI tech was shocked and apologized but said he doesn't know why Samsung would reject the repair if there was clearly no physical damage to the exterior. He asked me to contact Customer Service and demand to speak with someone because the repair should've been approved. After 3 calls and numerous back and forth with several Samsung representatives and supervisor, they refused to help. Now I'm without a TV and no resolution from Samsung.

Desired Settlement: I'm looking for Samsung to do in-warranty repair or replacement. It's clear that I didn't damage the TV and even the technician they hired saw it. Please help!!!

Business Response:

Samsung has contacted the customer regarding their television. Unfortunately, there will be no accommodations due to the unit is considered physical damage. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday refer to case * **********.  Thank you.

6/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased a full Samsung kitchen (Dishwasher, Microwave, Stove and Fridge). I have had the appliances for almost 6 months and the combination of the dishwasher and microwave have not worked for 4 months. I have had service out several times for repair and they have taken my microwave twice. I now have 5 days of lost wages and 9 hours on the phone with Samsung support. I have requested multiple times to have the dishwasher and microwave replaced as per the warranty documentation but Samsung refuses to honor the warranty. They keep saying it is a repair only warranty, even though it clearly states repair or replace.

Desired Settlement: Simply honor the replacement part of the warranty and replace my dishwasher and microwave so I can have working appliances.

Business Response:

Samsung has contacted the customer regarding their concerns with his dish washer.  The customer is being set up for a return authorization under transaction # 4136057408. Once the claim is approved, paperwork will be sent to HH Gregg. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you.

6/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung Induction stove in December 2014. This is a $1200 stove that promises to cook food to a specific temperature based on the setting of the cooktop. Within 6 months it became clear that the 4 cooking surfaces when placed on the same, exact setting (this unit functions by number from 1 low-9 high) do not heat to the same temperature depending on how many of the burners are on and their location. As an example, if you heat two things on both of the right side burners, and have them both set to 5, if you turn one of the burners off, the heat immediately increases on the burner that's still on, without the number changing (it's still set to 5). This becomes exceedingly dangerous as things can either burn leading to a grease fire, or be undercooked (if you have both on and anticipate the same level of heat as if you had one burner on) and lead to food poisoning. I contacted Samsung in October of 2015. they deployed a tech two times, at no cost, and replaced the entire electronic panel, but the issue persisted. When I called samsung to let them know that the stove was still not functioning properly, they told me that since it works (odd definition of "works" if you ask me), that there was nothing else that they could do. I asked for a refund of the cost of the stove, since it does not work, which I define is providing the heat that it claims to, consistently, regardless of how many burners are on. I tried to escalate the matter through their call center and was relayed the same message.

Desired Settlement: I would like to receive a refund of the purchase price for the product so that I can purchase an induction stove from a different manufacturer. I have no interest in an exchange, as I don't trust Samsung's product and was really turned-off by their customer service (can't really be called "service")

Business Response:

Samsung has attempted to contact the customer at ************ and ********************** to address their concerns regarding their Oven. Unfortunately we have not heard back from the customer.  Please have the customer contact us at ************************* so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

6/10/2016 Advertising/Sales Issues
6/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung Galaxy S6 cell phone through Sprint at end of November 2015. Less than two months later this phone was malfunctioning, what was described by Samsung's tech as a "re-boot; boot loop". Samsung repaired the issue under warranty and returned the phone to us. Now four months after that same issue is re-occuring. Samsung asked us to mail to them again for repairs. However, this time around they are claiming it has water damage at the charging port and therefore the repairs are outside warranty. How convenient for Samsung. This phone has never came into contact with water and wouldn't that have been noticeable the first time this problem occurred? Are they concerned that they would have been obligated to replace the defected phone later down the line? Is this why they are now making false allegations? I attempted to amicably resolve the matter speaking with a supervisor named ****** today at ************, however he had to nerve to insinuate that since so much time has elapsed between the first repair of this issue to the new issue, it is highly likely there was water damage caused. We are very disappointed in that Samsung acknowledges that this issue is the same, but refuses to honor their warranty obligation. This phone is only 6 months old, had to be repaired within 2 months, and again within 6 months. Shame on Samsung for not taking responsibility on their defected product. We didn't even ask for new phone, we were just wanting the phone repaired!

Desired Settlement: Repair this defected product at Samsung's expense. We paid $70.31 to get the phone back and should not have come out of our pocket!

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Samsung has confirmed that liquid damage was present on the connector of the device.  Samsung's warranty clearly states that physical/liquid damage is not covered. Warranty may be void, or payment required if such damage is found.

While this damage may/may not have a direct effect on the present issue Samsung's warranty calls for this part to be repaired. We must address all issues, we cannot repair just the boot loop. Should the damage remain it could cause more issues over time.

As a one-time courtesy the $70.31 hold has been void, and service has been provided at no cost to you.

Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** **********

6/10/2016 Problems with Product/Service
6/10/2016 Problems with Product/Service
6/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung was running a promotion for VR Wear or the S2. The S2 was sold out so I opted for the VR Wear. I submitted the required documents on 3/16/2016. On 3/23/2016 I received an email back "Congratulations" your claim has been approved with an estimated ship date of 5/8/2016. I've since sent several inquiries and now I'm being told my claim was blurry, and it needs to be resubmitted. However the submit link no longer works because the promotion is over. I sent them my receipt as well as my "Congratulations" email. If there was a problem with my original submission why was it approved and not asked for clarification to back in March. Why will they not accept the receipt and email. I feel as though this promotion may have been a hoax. I've been a long time supporter and own many Samsung products. However I will not support their bad business practices to lure customers in, and not back up their promotional offerings.

Desired Settlement: I would like my promotional product. And for all the effort and complaints that I have filled with Prize Logic, Samsung, and now the better business bureau I'd like both promotional products or the purchase amount of the device to get the promotional product of $672.00.

Business Response:

 

As per Prizelogic due to inventory, which is stated in the terms and conditions, delivery of the gift item can be delayed into mid summer.  .   We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: This is yet another excuse.  First it was several receipt issue, now it's a shipping issue.  What will the next issue be?  I refuse to close this until I receive notification of shipment (tracking information).  



Regards,

****** ******

Business Response:

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, they cannot control the inventory with the fulfillment company. Prizelogic sends out emails containing tracking information as soon as that tracking information is provided. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

6/8/2016 Problems with Product/Service
6/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to purchase a 40" 4K UHD TV on Samsungs website on Sunday, May 15. It was advertised as $100 (I have screen shots to prove this). I kept placing the item in my shopping cart and when I would go to check out I received a prompt for a user name and password (like I was trying to reach the admin area of the site). This was strange so I sent their customer service an email and eventually received a message back stating that the price was an error and there was nothing they could do to assist me. I then sent no less than 10 separate emails asking to speak to a Manager to receive some sort of consideration and kept getting a response that my message was escalated to corporate and a manager would call me. They never did. So I emailed the office of the CEO and received a badly worded standard response with half of the info not even pertaining to my situation. I finally asked to speak with a Manager again and "***" called me tonight. Unfortunately I missed her call and she left me a voicemail stating she was confused with my situation and stated shed email me as well. She did and asked that I reply with some more details. I replied and asked her to call me back. She didn't. So I tried to call ***s phone number in her signature in her email and spent over 30 minutes on hold trying to reach her. I gave up and tried to call again. I spent another 30 minutes and was finally connected to ***! She listened to my issue and flatly said, "Sir, you are not getting a TV for $100." I asked to speak to her manager and she refused to escalate. She was absolutely awful. In a nutshell, I have given this company countless opportunities to assist me and provide me with the ability to purchase this TV at the price my screen shots show that they advertised. Unfortunately they are not willing to even remotely try to provide me with service based on their failure. I'm hoping the BBB can help persuade them.

Desired Settlement: Let me PURCHASE the TV at the $100 rate that they advertised! I will forget the horrendous service if this can happen.

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns.  As per E-Commerce, we are not honoring any purchases for the 40" Class KU7000 7-Series 4K UHD TV (2016 Model) as it was a pricing error. We have sent our customers a $50 E-certificate and no further compensation will be provided at this time. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

Consumer Response:
Complaint: ********

I am rejecting this response because: It is the businesses responsibility to honor the advertised price. Mistake or not. 



Regards,

****** ********

Business Response:

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the UN40KU7000 television was incorrectly displayed at $100, when the correct price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com. As per our online terms of sale, Samsung reserves the right to modify or cancel promotions at any time without notice. When you submitted the order on Samsung.com you agreed to our Terms of Sale which states.

 

In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred".

We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand.

 

Again, we sincerely apologize for the incorrect information posted on our website.

6/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: unsolicited email ads, never inquired about anything related to Samsung

Desired Settlement: I never want to hear from them

Business Response:

Samsung has contacted the Contact Center Department regarding the customer’s concerns. The email address *********************** is not in the system. The emails are being sent to the customer outside of Samsung center. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wifes Cellular phone which is registered to me through Samsung (Galaxy S6) is broken. It has broken 3 or 4 different times now and the first ones were all under warranty. My issue is that Samsung has never fixed the problem to begin with and now that the warranty has expired is trying to charge us $75 to fix the same problem. What happens with the phone is that my wife will be able to hear everything the other party is saying clearly on the phone. The other party, usually myself will never hear anything she says, except for occasional static. The first few times we had this issue we were forced to send the phone to Samsung and be without that phone for approximately a week to 10 days. Samsung would "repair" the problem and send the phone back. The phone would then work correctly as phones should for approximately 1 to 4 weeks. My wife actually hated doing this because she needed to have a phone since we have a 1 year old and couldn't be without her phone because she needed it to communicate with our daycare provider. My wife also works so that made it difficult as well. Needless to say we sent the phone in the first few times. Samsung said the problem was fixed only to have it recur within a month. My wife procrastinated on sending it in by using bluetooth or plugging in headphones. After the most recent time our warranty was almost expired and she stated she didn't want to send it in anymore and that she would use the headphones because it takes too much time and all data and everything is lost. In the time since the most recent failure of the phone the audio jack on the headphones has also stopped working so the only way to use the phone is through bluetooth which is also now intermittent. I believe that Samsung is not standing by this product and supporting it. I also believe they should warranty any pre-existing or recurring problems they can't fix. I also think there should be some sort of lemon policy for phones like this one they cant fix

Desired Settlement: I believe my wife's phone should be replaced. We are not asking for a phone any better than the one we currently have. The exact same phone on the same provider (AT&T) is fine. I also think Samsung needs to follow apples lead on issues like this. If this were an Iphone Apple would have just replaced it with a new phone the first time. I know this, they have done it for me before. If they don't want to follow the lead of the industries pioneer, I get it, but they should have a Lemon policy on their products and not just fix them repeatedly until they are out of warranty then tell you it will cost you $75 to fix it.. even though it still is going to break in less than 2 months anyway.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

After review of your account history Samsung has authorized replacement of your Galaxy S 6.

To complete replacement Samsung will need to retrieve the defective device and upon receipt the replacement will be shipped.

Please use the UPS Premailer which will be delivered to your home address tomorrow for shipment of the original Galaxy S 6.

Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** *****

6/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order (***********) via Samsung's website on May 15, 2016. They cancelled my order on May 16 but never issued me a refund. I contacted them after a week and was told that there was a mistake in refunding me and my refund would be issued within 3-5 days. But till now I still haven't received any refund or any email indicating a refund is being issued.

Desired Settlement: If Samsung is not going to refund me in a timely fashion, I demand my ordered item to be shipped to me instead.

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, the customer received a refund on 5/31/16. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ***

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We got two new Samsung Galaxy s6 active phones during a special ATT BOGO offer in February. This is not an 'active' phone and should not be labeled as such. One phone was dropped once from a child's height on a standard surface and the screen completely shattered. Small flecks of glass come out of the screen when you touch it. The second phone was bumped by a passing stranger in a parking lot and has a small crack in the bottom corner AND the phone went blank and will no longer work. Our family had used another popular brand of phone prior to the Samsung and had no issues. I am very disappointed in the quality of this product and it certainly is not meant for 'active' use as it falsely claims. The phone comes with a quasi casing on the back which I suppose is where the active label comes from but it doesn't help! Very poor quality phone. I have contacted Samsung customer service and was told I could send the phone for repair of the screen at a cost of $200 and the second phone may or may not be able to be repaired and no cost estimate could be provided. I have also contacted ATT and they will not stand behind the product. The Samsung website offers the following comment on the phone: " dustproof and water-resistant,† the Galaxy S6 active has a rugged design that’s engineered for outdoor activities. Run in the rain, camp in the desert, dig in your garden—all with your phone by your side." Using words like "rugged design" and "engineered for outdoor activities" along with the 'active' moniker would reasonably lead one to believe this phone can handle a little roughhousing. Not true! We have other Samsung electronics in our home and have no issues to date. We do not mistreat our products and this is not a wear and tear type of issue. I know others who have Samsung Galaxy (but not active) and have had no issues. Not sure if it's the 'active' product line or we got two lemons.

Desired Settlement: Truth be told I prefer to have a refund to purchase our old brand of phone, but I will be satisfied with a no cost full repair or same replacement.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung standard limited warranty it is clearly stated that physical damage is not covered.  Samsung cannot speculate at what point of contact may cause damage to a product.

Samsung can offer to evaluate both phones, and once evaluated a determination can be made regarding repair.  At this time, we can make no further resolution without physical review of the devices.

Please provide the IMEI numbers for each phone, and we will then request a UPS Premailer for retrieval of the phones.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I was given information about physical damage and the price to repair the screen on both phones plus told the phone that is not working would have to be examined to determine the issue and no cost estimate could be provided. I understand you can't confirm my claim of the circumstances of the damage and I'm sure the reason for the blanket physical damage policy.  I think the product is being falsely advertised as an active phone capable of sustaining active use...which would include at least one drop.  One drop...in fact 10 drops of my previous brand phone resulted in no damage and certainly the phone continued to work after being dropped. The Samsung S6 active most certainly does not hold up to its claims.  I'm happy to send my phone in for repair if the repair is at no cost to me. That is not being offered. You will examine my phone then charge me $200 to fix what is a manufacturing flaw. Not acceptable and poor customer service not standing behind your products.

********* *******

Business Response:

As it has been explained Samsung cannot determine a resolution until the products have been evaluated.  We cannot confirm any outcome regarding repair charges at this time.

To continue with the service offer please provide the IMEI numbers for both devices so the proper requests can be made for retrieval.

Thank you


6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband purchased us a brand new washer and dryer set in July 2015 and since this has been purchased the dryer has broken down twice. The first time I contacted Samsung because they claim they have a warranty on it and I was on the phone for 2 hours with the lady before I was given a ticket number only. I then waited a week nothing so I then called Sears where we purchased this from and they sent someone out to fix the dryer it was the heating element. Two weeks ago the dryer breaks down again. So I called Samsung again this time I was given a ticket number and the name of the place who was coming out to fix it. The place came out and they did not have the part the person did a temporary fix ( super glued the pulley) and it broke down within minutes. I called Samsung AGAIN I asked them if they could replace the dryer because there is no way a brand new dryer should break down constantly in a years time like that. I was told that until it can't be fixed anymore they will not replace it but will expedite the part... Still waiting No fix . I would just like a replacement dryer .

Desired Settlement: I would like a replacement dryer Same brand just one that works please this one keeps breaking down.

Business Response: Samsung has contacted the customer regarding their dryer; the customer’s unit has been repaired under transaction #**********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

6/6/2016 Guarantee/Warranty Issues
6/6/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Samsung refrigerator less than 2 years old auger motor bolt broke off, which prevents ice from propelling thru ice shut. The repairmen that Samsung sent out recommended that I contact Samsung due to the problem being a "defect" and not something caused due to normal wear and tear. After explaining the situation to customer service without any resolution, I asked to speak to a supervisor, whom wouldn't even talk to me by phone, just had the customer service rep tell me that nothing could be done. I'm well aware that my warranty has expired, but the repairmen that Samsung sent out told me that this was a defect in the product which is out of my control. This product was very expensive and Samsung won't even stand behind their products, not to mention taking time to speak with a dissatisfied customer.

Desired Settlement: I would like Samsung to provide a 1 time replacement /repair of defective auger motor. Labor cost included.

Business Response:

Samsung has contacted the customer regarding their Refrigerator. The customer has been offered a one-time free of charge repair and the customer has accepted (transaction #4136011464). We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although repairs have not yet been completed,hopefully Samsung " in good faith" will commit to the agreement made.

Regards,

******* *******

6/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a 50inch Samsung LED Smart TV. I turned my TV on and it was working fine. I switched over to my PS4 and two thin black lines running vertically appeared on the screen. I contacted Samsung and they sent out a repair tech. The tech took pictures and sent them to Samsung. Samsung then proceeded to reject my repair on the basis that they perceived this as physical damage done with impact or force. I contested this and they submitted another ticket with another repair company. This repair company used the same pictures and Samsung again rejected my repair. I bought this TV in February of 2016. It is still under warranty protection. There was no impact done to the TV. The lines appeared as the TV was being used. After talking with their escalation department I was informed that I could not talk to the people who decide whether or not my TV gets serviced. I was also informed there is no appeals process. They decided not to fix my TV, and I as the consumer am left with a 700 dollar purchase that I can no longer use.

Desired Settlement: I want Samsung to send a technician out to repair my TV and honor their warranty. I will never again purchase another Samsung product unless this issue can be resolved. I, as the consumer, am entitled to warranty protection for a faulty device that broke while in use through no fault of my own.

Business Response:

Samsung has contacted the customer regarding their television. The customer has been set up for repair under transaction * **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

6/6/2016 Advertising/Sales Issues
6/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Samsung Note 4 devices back in March 2016. There was a New Years promotion that offered $200 rebate per phone. I submitted the rebate form to Samsung prior to the 31Mar cut-off. However, never obtained confirmation that they received it. After several emails and phones calls, they said they never received our information. I resubmitted the documents via email again. We are still awaiting feedback from them on our rebate as it was due to us at the end of April.

Desired Settlement: I would like my rebate as promised.

Business Response:

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, there are no registrations or submissions for this consumer in this promotion. They did reach out to us via our customer support and when we let them know we could not locate a submission with their information, we had them provide it to us. They were manually entered into the promotion and approved for two $200 rebates. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ********

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted numerous times about the issue I am having. Half of the television has an issue where it looks brighter than the other half. In addition to that there is a line of darkness right where this brightness changes. I have also seen issues with red pixels flickering when there is a predominantly red color displayed. This issue has been there since we purchased the television and I thought it might have just been the source but unfortunately that was not the case. I contacted the Office of President to get service on this issue while I was under warranty since they were the ones who setup the previous exchange in the first place. The associate in the Office of the President setup service for the unit to get looked at. When the technician came out to look at the television he didn’t seem to see the issue. I told him it needed to be a solid color on the screen and you can see it very clearly. He didn’t have a way to do that but said he would ask Samsung about it. The technician got back to me in about a week and said there wasn’t an issue. I called back the Office of President multiple times since my service to discuss this and have someone else come back out and they have never gotten back to me. I have left no less than 10 voicemails for someone to return my call but that has yet to happen. Just recently I had a professional installer out to setup a projector for my home theater and I had him look at my television. He hooked his computer to the television and ran some tests to find the issue. He put up solid colors on the screen and you can very clearly see the problem. He informed me it looks like the TV was baked unevenly and they should not have missed this. A $10,000 television should not have this issue. All I see when I watch television or movies is the uneven brightness and dark line going through the middle of the television. All these issues were brought up while under warranty but were not addressed by Samsung when they had the opportunity.

Desired Settlement: Samsung did not repair the television while it was under Warranty when I had them out to look at the issues and have not followed up on any of my phone calls or voicemails. I have been a very loyal Samsung customer even after the terrible treatment I received with the delivery of this television. I believe these issues should have been addressed and fixed when they were brought up while the TV was under warranty. I would either like a full refund or replacement of this television with a current model. Thank you very much for you time and consideration

Business Response:

Samsung has contacted the customer regarding their television. The customer has been offered a one-time free of charge repair and the customer has accepted. . We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.Thank you

6/6/2016 Guarantee/Warranty Issues
6/6/2016 Problems with Product/Service
6/6/2016 Problems with Product/Service
6/5/2016 Advertising/Sales Issues
6/5/2016 Problems with Product/Service
6/5/2016 Guarantee/Warranty Issues
6/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 21, 2016 I purchased a Samsung cell phone from my local Verizon dealer. The main reason I chose the phone was because of the $200 rebate. I mailed off the paperwork the next day and on March 22, I received an email that said my rebate was approved and I should get my check in 4-6 weeks. When enough time passed, I contacted Prizelogic - as they are the company that Samsung contracts out to handle this issue. When you call Prizelogic, it is not uncommon to sit on hold for well over an hour and oftentimes the reps have no idea what they are talking about. At first I was told to give it more time and wait. After a few weeks of this, I began demanding answers - only to get the run around. Finally after going round and round for a few weeks, Prizelogic told me the check was in the queue to be paid and I should have my check in 2-3 weeks. After 2 weeks, I decided to follow up only to be told that Samsung has not given them the funds to pay my refund and that it will take several more weeks for the check to be sent out. I have several documents all dated various dates informing me that the check is on its way and yet, if Samsung has not paid them, how can that be? I have gotten so many conflicting answers at this point, I am beginning to feel that I am now a part of a scam and a few clicks on the internet tells me that I am not alone. This seems to be a common issue with Prizelogic. I hold Samsung equally as responsible for this issue as they contract out to Prizelogic and any time I have reached out to Samsung for assistance on this matter, I have been informed that they cannot help me and that I must speak to Prizelogic. However, since Prizelogic is hired by Samsung to handle the rebate process, Samsung is equally as responsible.

Desired Settlement: I would like my $200.00 refund sent to me as promised in numerous communications.

Business Response:

As per Prizelogic Mr. **** was approved. The check was requested on 5/24 and will Mr. **** will be sent tracking information. This information has also been communicated with Mr. ****. 

We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

6/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung Washer and dryer under a year ago, and our dryer stopped working (it was tumbling but not heating.) We called customer service since our unit was under warranty, and we have been put through the wringer ever since. We finally got a technician scheduled to come out and fix our unit. Two days before the scheduled time, the technician called us and said Samsung dropped their company and they would not be coming to fix our dryer. Samsung NEVER called us to let us know or reschedule with a new company. We called three times and finally got through to someone, who said there was no technician in our area to fix our dryer. She offered to possibly replace our unit if we sent a proof of purchase, which we sent immediately by email, to the address we were given. It's been 2 days and we haven't heard back from anyone. Our other option she gave us was to pay an appliance servicer to come and fix our dryer, even though our unit is still under product warranty and we should not have to do this. It has now been almost a month since we first called to get this issue resolved. I am completely unimpressed and disappointed at the service we have received from Samsung, and I will not recommend or purchase a product from them ever again.

Desired Settlement: I would like Samsung to schedule a repair or replacement of our faulty dryer immediately. We have already waited a month for this and their customer service so far has been downright deplorable.

Business Response: Thank you for contacting Samsung Electronics, your feedback is very important to us. Mrs. **** we apologize for the issue you have had with your dryer and the inconvenience this may be causing. Unfortunately we are unable to locate you in our system. Please provide the information provided to us when you called in for service on the unit(ie. phone number, name, email or ticket number) so that we can further assist.

6/4/2016 Advertising/Sales Issues
6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung TV (model number un65f6300) back in February of 2014 for my husband's birthday and this past week the picture would not display on the screen. The sound works fine and I have done some troubleshooting to try to fix the problem and nothing has worked. I am very upset that Samsung doesn't seem to care that their product if faulty and they are not trying to get it fixed on their dime but instead insisting that I need to pay for it to be serviced. We should not have to pay for a 2 year old tv to be fixed because there should not be any issues with such a new tv that has been moderately used. We do not leave it on all day every day, in fact, we usually only watch an hour or two daily and some days we don't even turn it on at all. I have researched my issue and have found that a lot of Samsung tvs seem to only last a year or two despite being marketed to last four or more years and most of the people that I have seen complaints from have been upset that they had to pay for the repair service. I feel Samsung should put out a better product or make the warranty last longer since a lot of these tvs seem to break just after the one year point. It seems a little shady that they claim 4+ years and give you a one year warranty and they start having issues just a few months after the first twelve. The top 6in of our tv went slightly darker than the rest of the screen a mere 13-14months after we purchased it and were told that we would have to spend $300 for a serviceman to come out and look at the tv and then whatever extra money it would cost to actually fix the issue so we just decided to deal with the slightly darker strip at the top but now there is not even any picture showing up. I called Samsung several times to try to get some help with this and they were very unhelpful and insisted it was my fault and I would have to pay to get it fixed.

Desired Settlement: I would like to see Samsung either pay for a repair to their faulty product or replace it, free of charge. There is no logical reason that a seemingly good tv would go out after only two years of limited to moderate use if not for a faulty design/manufacture defect.

Business Response:

Samsung has contacted the customer regarding their Television. The customer has been offered a one-time free of charge accommodation with the exception of no cosmetic/physical damage. If damage is found, the customer has agreed to the claim reverting back to an out of warranty repair.   The customer has been set up for repair under transaction * **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

***** ******

6/3/2016 Problems with Product/Service | Complaint Details Unavailable
6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung LED 46 inch TV on 3/8/2014 for a cost of $699.99 ITEM **************. Recently it began turning on with a dark screen. I called Samsung to trouble shoot with no resolution and was told I could bring it to a certified Samsung dealer in my area; which happens to be NY-which is not anywhere close to RI. The representative had no other resolution options for me. I advised that I have frequently purchased Samsung products due to their excellent ratings and long lasting capabilities for TV's and phones. However, I am EXTREMELY disappointed with the fact that I spent such a significant amount on a TV that lasted only 2 years.

Desired Settlement: I would like to have the TV repaired, replaced or a credit given without more money out of my pocket for a product and company that has a reputation for excellence and products that outlast the competition.

Business Response:

Samsung has contacted the customer regarding their television. The customer has accepted an accommodation for free of charge repair under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a Samsung Reseller. I purchased a Samsung business 27 Inch Curved Monitor as a demo model for potential clients. I received the demo model without a CD or DVD for display drivers. I received a link from Samsung support team for the drivers. However, I wanted to know why the monitor wasn't working with the PC in computer to USB hub. On the front of the menu display for monitor settings the option for PC connection is available. I asked Samsung partner support for clarification. The PC computer connection was not addressed. I explained to the support team the HDMI option worked. However, I wanted to know more about the PC computer connection as it came in the box with the monitor. I called back a second time and wanted to know more about this option and reviewing the manual that I downloaded. I let the support team know I didn't believe monitor needed repair. At the end of the conversation the Samsung Partner Support terminated the conversation wishing me all the best. I called the Partner Support Team back a third time to get answers and Samsung refused to address my concerns. I emailed my Samsung Partner Agent. No action was taken on the agent's part. No Action was taken by Samsung return agent. The return agent seemed to be helpful until I ask for the address to write a complaint. I don't believe Samsung has trained support staff to address a partner's concern. I'm not in a position to demo monitor without knowing the features or the capabilities. I can't treat my clients the way Samsung treats its partners.

Desired Settlement: Receive a call from a Samsung to go over the PC in connection to USB and other monitor settings. Review the PC in connection in the manual for accuracy. Request Samsung ensure proper packaging with monitors. The call back should not come from the Support Partner center or a Partner Agent, but someone within Samsung who as a neutral position.

Business Response:

Samsung has contacted Technical Support regarding the customer’s Monitor. As per Technical Support, the customer will be receiving a call back from the B2B department. We let him know that he was not registered yet, and that his phone was needed to do so. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand new Samsung dryer on 8/28/15. For the last month now my dryer makes a squealing noise everytime I use it. I called on Wednesday 5/11/16 to request for a service technician to come out and fix my new dryer that it is under warranty. I was told I would receive a call no later than Friday 5/13/16. On Monday 5/16/16, still no one had called me to address my issue. I called customer service again and they stated that they did attempt to call me... Only to figure out that they had entered my phone number in wrong. So then I was told that they would re-enter my information in and I should get a call in 2 days. What kind of customer service is this??? It is not my fault for their mistake, so why am I, the consumer, having to wait another 2 days to get my Samsung product fixed!!!! It is under warranty! Because I'm not paying for my dryer to be fixed, does that mean I'm lowest on the list to receive proper service? I requested for a supervisor to call me and they still have yet to return my call. I refuse to buy another Samsung product ever again.

Desired Settlement: I need my dryer to be repaired ASAP. And if not repaired then replaced.

Business Response:

Samsung has contacted the customer regarding their Dryer. The customer has contacted ASC for parts and a Samsung Representative has apologized for the issues the customer has experienced. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

6/3/2016 Problems with Product/Service | Complaint Details Unavailable
6/2/2016 Problems with Product/Service | Complaint Details Unavailable
6/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/15/2016, Samsung.com advertised a 40" Class KU7000 7-Series 4K UHD TV (2016 Model: **************) for $100.00 (Regular Price: 1,000+). While shopping their site, I saw the item and ordered 7 within in 2 orders: ********** and **********. At the time of purchase, there was no disclaimer to limited quantities of restrictions/exclusions on the price. On 5/16/2016, I received an email stating the following: We are writing regarding the status of an order you recently placed on the Samsung.com/US website. Unfortunately, due to a pricing error that was present on our website when you placed your order, we are unable to accept the order that you placed. The specific information for your order is as follows: Order # or #s: **********, ********** Product: ************** "While we do everything possible to avoid errors like this, sometimes they do happen, and we sincerely apologize for this. Although we are unable to fulfill the order that you placed, we would like to offer you a $50 eCertificate to use on a future order at Samsung.com. "

Desired Settlement: Honor the orders as placed and fulfill the agreement when they accepted the orders on 5/15/2016.

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns.  As per E-Commerce, we are not honoring any purchases for the 40" Class KU7000 7-Series 4K UHD TV (2016 Model) as it was a pricing error. We have sent our customers a $50 E-certificate and no further compensation will be provided at this time. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

Consumer Response:

Complaint: ********

I am rejecting this response because:

Samsung should own their mistakes as does any company when they make them.  There is no question this was a pricing mistake but does not deter the fact that it happened and the transactions were submitted, acknowledged, and confirmed.



Regards,

***** ****

6/2/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: So I have this Gear S2 smartwatch. They have advertised this device to no end about its IP68 water resistance rating for being able to be submerged for 1.5 meters for 30 minutes. Even have commercials stating this claim. Well I have recently purchased this Gear S2 primarily for the 3g connectivity. I washed dishes for the first time for maybe 2 or 3 minutes. It was only a couple of cups. Not once was the watch submerged in the dish water which might I add is only a few inches deep not feet or meters as they claim the watch is able to handle. The watched worked for maybe 30 minutes after washing dishes and it just started blinking. Then it shut off and has never came back on. So I send it into the repair shop and now they are saying it has water damage and refuse to fix the watch or offer a replacement by saying that "While the device has an IP68 rating, the watch can on some occasions allow water to seap through, could be defective but it falls out of our warranty for the device" Their customer service told me this. So basically it was a defective unit but since the unit has water damage due to the defect the watch is not covered under warranty . This is absurd and should be illegal practice.

Desired Settlement: I just want the watch to be repaired or replaced since it was a defect of the watch and not something I did. Thats all I want. Nothing else.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Although liquid damage is not covered under the Samsung Standard Limited Warranty, as a one-time courtesy Samsung will authorize service for your Gear S 2. 

Please use the Next Day UPS E-label emailed to you for return shipment of your product to Samsung's repair facility, as it is scheduled to be delivered back to you as of 6/2/16. Reference new Ticket #: **********

Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received my samsung gear s2 in the mail this past Saturday. I immediately had issues with activating the phone, and had to deal with a customer service representative who was extremely unhelpful. I chose to not activate the phone, and proceed using the device through bluetooth connection with my phone. After about an hour, the watch face stopped lighting up when I turned the face towards me. I then noticed that none of the text messages I was receiving on my phone were appearing on the watch. My S-Health data was not updating properly in addition. This made me call customer service again today. There I spoke with ****, who refused to explain why factory reset was the necessary and only option available to troubleshoot the device. I asked to speak to a manager, and two times he came back to line line without having the manager be looped in on the issue. The third time I asked to speak with a supervisor, I was put on hold for over 30 minutes. The supervisor, nor anyone else, ever came back to the address my request. Unacceptable customer service practices, in tandem with poor manufacturing and technical support.

Desired Settlement: I'd like to be contacted by an executive level representative at Samsung about their products and business practices.

Business Response:

In order to address matters concerning your Gear S2 or to provide any feedback concerning customer support please contact Executive Customer Relations at ***************

Again, the Gear S 2 would need to be shipped to Samsung for evaluation in order for a resolution to be provided.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: My request for someone to contact me was not met.  Instead, I was given a number to cold call in with.  The response left no name of who was handling the situation.  I called in and the only resolution that was met was that I was to go to a Samsung Experience store where someone MAY be able to do further troubleshooting there.  If their repair attempts were unsuccessful, I still do not get my device replace.  I also could not get a refund processed during this call.  It seems painstakingly obvious that no one person wants to claim ownership for finding a fair resolution for this Samsung created issue.  The system was clearly designed to frustrate a customer to the point where the just give up, but that will not happen here. I refuse to be inconvenienced any further through this process or to be swindled out of both my hard earned money AND my newly purchased device. 



Regards,

***** *****

Business Response:

Samsung's warranty is for repair service. A request for immediate refund/replacement cannot be authorized. For such requests you must contact the seller directly.

As the manufacturer Samsung would need to evaluate the device and provide resolution based on the results of the evaluation.  Contact must be made at the number provided in order to arrange evaluation service.

We do apologize, however, Samsung has no history of evaluating the product, and cannot provide further assistance without evaluation of the Gear S 2.

Thank you


6/1/2016 Advertising/Sales Issues | Complaint Details Unavailable
6/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hi I purchased a brand new Samsung S7 edge because I Was tempted with a VR gift. I submitted everything in time and the VR delivery got approved but even after waiting for 8 weeks, there is no word on the delivery of that gift. When I ask that agency about it, they irritate me by sending the same reply again and again. I would like to question Samsung if it was a trick to trap the customers into buying Samsung? I am about to move from my current place and highly doubt the delivery of this product. I m very upset that a big brand like Samsung made false promises to lure an honest customer like me. You can track my claim using my email ID mentioned in the details of this complaint. This is a very negative experience with Samsung honestly speaking.

Desired Settlement: Hi I want my VR which was promised and approved via email long long ago and there is a high level of frustration right now the way prizelogic is treating me. Please call me on my cellphone mentioned in the details of my complaint

Business Response:

Samsung has contacted Prizelogic regarding the customer’s concern. As per Prizelogic, per terms and conditions, there is a delay in the shipments, and could result in deliveries as late as mid to late summer. The customer was approved on 4/6 and has not been fulfilled yet. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I have contacted prize logic numerous times everytime to see their pre recorded reply. I want them to call me on my cellphone to let me know what's going on




Regards,

***** *******

Business Response:

Samsung has contacted Prizelogic regarding the customer’s concerns. As per Prizelogic, since we are not affiliated with the Fulfillment Company and have no influence over their inventory, we have no way of procuring a device to ship him. Per the terms, delivery of devices after 3/18 will be delayed, which his device falls in that category. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

6/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I visited the Verizon Wireless store and was told about a promotion regarding the upcoming Samsung Galaxy S7 with a pair of Virtual Reality (VR) goggles. I was not interested in the goggles so the sales rep informed me if I went on line for the promotion I had a choice between the goggles or the S2 Galaxy watch. I went home and took advantage of the online promotion. After receiving my phone, there was a form to be filled out and submitted to Samsung for your choice of the watch or goggles. I received an email appx. 2 weeks later informing me that because I was a business, I would be receiving the goggles instead of the watch. I immediately called their vendor Prize Logic to inform them that I was not a business and the rep told me that those emails went out in error and that I would indeed be receiving my watch a little after April 15th. I called around April 25th because I had not received my order. I confirmed that I was receiving the S2 watch and was told by the rep again, I would be receiving the S2 watch as expected. I was very excited when I received my package from Samsung 2 days later only to find out the goggles were inside. I called Prize Logic again and the rep informed me that I did everything I was supposed to do and I should have received the watch she was not sure what happened and would have a supervisor call me back in 2-3 days. After 7 days I called back and was told this had happed to a lot of ppl and they were experiencing high calls and would call me back in 7-10 days. After 10 days I called back only to be informed that after the orders were reviewed it was found that I had an offer code that designated me for the goggles. I asked her how could that be when from the beginning I was told I would be getting the watch. I also informed her this was a blatant bait and switch move. The rep tried to convince me this was not the case and said that a supervisor would be contacting me soon.

Desired Settlement: I would like the S2 as stated in the promotion.

Business Response:

Samsung has contacted Prizelogic regarding the customer’s concerns. As per Prizelogic, the customer registered for an S2, however, the location code on the receipt did not reflect a qualifying location in order to be eligible to receive the S2, therefore, and he was sent a VR. There is no history of customer support with the customer. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
The response from the company is incorrect for the following reasons... (1) When told about the offer there was no disclaimer stating I would receive this offer as long as I was in the correct offer area. (2) I called Prize logic at least four times (I have the phone records to prove it) regarding the issue and was told each time I would be recieving the S2 watch never being told it would be based on my area. I was only told on my last call about the offer


Regards,

******* ********

Business Response:

Upon further review of the customer’s file, we have contacted Prizelogic regarding their concerns. As per Prizelogic, the terms and conditions state that in order to receive the S2, a qualifying purchase at a qualifying location must be made. Unfortunately, PrizeLogic cannot grant an exception. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

5/31/2016 Advertising/Sales Issues
5/31/2016 Advertising/Sales Issues
5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung ************ Dryer serial number ***************. As everyone who owns this dryer and ones with the same drum, the drum has cracked right at a weld. This is obviously a manufacturing defect because of the alarming rate at which people are saying they are having the same problem. Samsung is refusing to take responsibility for this problem and it needs to be known that they are selling an inferior product that was not made well enough to withstand the parts normal work load.

Desired Settlement: I would like Samsung to replace my cracked dryer drum and to issue a recall on this part. Samsung is selling a product that does not last under its normal work load and they need to be held responsible for it. Peoples drums have been cracking and then they have to replace it for $300 then the second drum cracks because no one has made them make it any better. If a recall were mandated for the faulty weld then it would force Samsung to actually fix the problem and not just appease some people that will take to time to complain enough. They are punishing all of those who just want a working dryer who get it fixed only to get the same inferior part.

Business Response:

Samsung has contacted the customer regarding their Dryer. The customer has been offered a one-time accommodation of free of charge parts with the labor the customer’s responsibility. We are waiting for the customer’s response to the offer. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

5/31/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I own a Samsung Galaxy Tablet that recently developed a hairline crack. The tablet was on my kitchen counter when it happened. The tablet is practically unused and has never been dropped or suffered any physical damage. I called samsung to inform them of this manufacture's defect. I was told that the tablet was still under warranty. Despite being under warranty, the agent refused to honor the repair under the warranty. She stated that it would not be repaired under the warranty because even if the hairline crack is a manufactures defect, it would not be covered. It would be considered physical damage. I asked to speak to a supervisor and was told that the supervisor would say the same thing. This is wrong. This damage should be and MUST be covered under the warranty because the tablet was not physically damaged.

Desired Settlement: I would like my tablet repaired at no cost under the warranty.

Business Response:

Samsung has contacted the customer regarding their Tablet. The customer has been offered a one-time FOC repair and has been set up for repair service under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case ***********.  Thank you

5/31/2016 Problems with Product/Service
5/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On May 15, 2016. On the Samgsun.com website, they start selling a TV 40" Class KU7000 7-Series 4K UHD TV (2016 Model) ************** for 100$. I bought 2 of them and pay for both and I even got my order confirmation ID. Today May 16 2016 I got an email canceling the order, the reason was:” Your order may have been cancelled because unshipped products cannot be held past 30 days. This typically occurs when item(s) are out of stock. If you would like to place a new order for the cancelled product(s), please visit our online store and complete a new purchase.” And now they have the TV but at regular price. I think the reason for the cancellation is wrong. I contact customer support and they told me there is nothing they can do.

Desired Settlement: I want them to ship both tv I order for the price that I pay.

Business Response:

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the ********** television was incorrectly displayed at $100, when the correct price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com.

When you submitted the order on Samsung.com you agreed to our Terms of Sale which states.

In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred".

We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand.

Again, we sincerely apologize for the incorrect information posted on our website.

5/30/2016 Guarantee/Warranty Issues
5/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung had advertised a tv on sale I paid for it have photos of the advertised price and my order number and also the confirmation email I recieved multiple hours later and now I get an email saying they are not honoring it

Desired Settlement: Delivery of order

Business Response:

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the ********** television was incorrectly displayed at $100, when the correct price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com.

When you submitted the order on Samsung.com you agreed to our Terms of Sale which states.

In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred".

We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand.

Again, we sincerely apologize for the incorrect information posted on our website.

Payment was not taken from the customer as we do not charge the customer until the product actually ships.  An authorization for the amount of the order was submitted, but has been reversed.  Samsung notified the customers that purchased this product as quickly as possible.  Orders placed on 5/15, were immediately cancelled and notification sent to customers upon cancellation.  Customers that tried to purchase this product have all been sent an email regarding the error which included a $50 eGift certificate as compensation.   This customer received code:  *********

As per our online terms of sale, Samsung reserves the right to modify or cancel promotions at any time without notice.

5/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung advertised a 40 inch TV on their website for $100 and the refused to honor this price after an order confirmation was received and was charged to my account.

Desired Settlement: Honor advertised price and complete delivery.

Business Response:

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the ********** television was incorrectly displayed at $100, when the correct price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com.

When you submitted the order on Samsung.com you agreed to our Terms of Sale which states.

 In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred".

We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand.

 

Again, we sincerely apologize for the incorrect information posted on our website.

Payment was not taken from the customer as we do not charge the customer until the product actually ships.  An authorization for the amount of the order was submitted, but has been reversed.  Samsung notified the customers that purchased this product as quickly as possible.  Orders placed on 5/15, were immediately cancelled and notification sent to customers upon cancellation.  Customers that tried to purchase this product have all been sent an email regarding the error which included a $50 eGift certificate as compensation.   This customer received code:  *********

As per our online terms of sale, Samsung reserves the right to modify or cancel promotions at any time without notice.

5/30/2016 Problems with Product/Service
5/30/2016 Advertising/Sales Issues
5/29/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a Samsung Electric Range. Contacted Samsung for an unusual noise coming from the electric range. Samsung told us it should be making this sound. It is VERY loud and continues until the oven is turned off. Samsung refuses to provide the decibel rating at which this sound should be. They have sent a service technician to the house who claims the unit has no defects. There is an obvious defect with the unit that they are hiding behind. When we called to tell them the unit was not fixed they proceeded to tell us they would send the service company to look at it again. The service company refused to take a second look and hung up on our call. We continued to call Samsung back and they told us to send the video we have of the noise our oven is making and they would judge if this is in their spec. You cannot judge a decibel rating from a video sent in by the customer. Samsung has been very difficult to deal with because they continue to read from their script that the unit is working properly when we know for a fact this unit is defective. We have only owned the unit for 3 weeks and it is sad that we have had an issue with using it from the very first day and for Samsung to say that the unit should be very loud. They should be able to provide the decibel rating so we can show that our unit is out of spec and that this is not a normal noise that should be coming from the unit every 15 seconds. Samsung only continues to pass us from person to person when we call and we have spent countless hours with them on the phone trying to get someone to come take a look at the unit that is not biased toward Samsung and their shady business. If Samsung has a tolerance of how loud the unit can be then they should be providing the customers and their dealers of this so it can be verified.

Desired Settlement: We would like Samsung to take back the unit so we can get a working Oven that is meeting all its specs. We would like a full refund for the amount we purchased the unit for.

Business Response:

Samsung has attempted to contact the customer regarding their Electric Range. Unfortunately we have not heard back from the customer.  We have attempted contact through phone and email at ************ & ********************. Please have the customer contact us at ************************* so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Samsung TV for a deeply discounted rate on their own website. They received my order and gave me a confirmation of the order. They cancelled my order the next day with no valid reason. They made it seem that the item is out of stock when the item was not stated out of stock when I ordered it. The reason they said on their cancellation is "other". It seems like they do not want to own to their mistake. They are also trying to make it seem that it did not happen. May it be an employee mistake or a security flaw in their system, they should be held accountable for their own mistake. On the cancellation email they urge me to reorder but the price is not the same price when I ordered it.

Desired Settlement: All I want is to receive what I ordered.

Business Response:

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the ********** television was incorrectly displayed at $100, when the correct price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com.

 In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred".

 

We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand.

 

Again, we sincerely apologize for the incorrect information posted on our website.

5/29/2016 Problems with Product/Service
5/29/2016 Problems with Product/Service
5/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought 4 phones at ****** a month ago. Two of them more for adults and two of them were for children under the age of 11. Within 2 weeks my daughter dropped her phone the hype less than 1 foot onto linoleum and it shattered the metal part on the back of the phone, never heard of this before. Now a few days ago I dropped my phone off the bed and it hit the side board and it broke the metal underneath the top glass as well as two cracks down the front of the phone. Now I have two broke phones within one week of each other under a month of having the phones. We are in a lease with ****** and did not choose to get insurance because it is more expensive to pay the co-pays these days than repairing the phones. However I have learned these phones that we bought, the Galaxy S7 By Samsung do not fix well if they are repairable at all. I tried to settle with Samsung directly because this has to be a defect. No phone these days is this delicate or fragile. We have had other phones dropped at the same location and certainly did not have the same outcomes and did not ever have devices break less than one month of having them, certainly not two of them out of 4. We have to return these phones in like new condition since we are in a lease and we are not buying the phones outright.. I've also read several complaints about the exact problem I've had and I thought Samsung if I called directly would rectify the situation and at the very least repair the phones if not replace them for different phones that did not have such defects. However they were refused to replace it no cost or at the very least repair damages. I don't think this is right and certainly don't think the company should not stand behind their product. I had many Samsungs and have enjoyed every one and never have had such problems in the past. I certainly won't be buying them in the future since I know the company does this to their loyal customers.

Desired Settlement: I want to happen a to stand behind their phones that they made. I want them to admit that they made a defective phone that is not stand up to quality testing. I would like my phone to be replaced as well as my daughters phone. I would really like to exchange these for different phones that are better Madewell constructed and they won't break as easy as these do. But I will be agreeable to at the very least have these phones replaced with new ones that are not broken. I will now know to treat these as fragile and delicate objects and protect them in every way I can to avoid this from ever happening again.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung Standard Limited Warranty physical damage is not covered. Samsung cannot speculate at what point of contact may cause physical damage to a device.  Although the phone may be of a durable build, the product is still manufactured of glass which is subject to damage if dropped.

Samsung cannot honor the request of replacement, nor free of charge repair for either device.  However, as a one-time courtesy we can offer to repair each phone at a discounted rate of $70.31 per phone.  To complete this repair the following information will be required to process a new Service Ticket:

Phone **** * (both devices)

Thank you

5/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Galax s7 Edge on April 9th 2016. My wife had an accident today with the phone where she dropped it maybe 3 feet and it shattered the glass screen. It is unsafe to use as prices of the screen are chipped and it could cause a cut. I have insurance but I figure that this should be covered by Samsung as its less than 1 year old. Well I called Samsung and was transferred several time and was then told it's not covered and we will replace the screen but you have to pay. The price is more expensive than an insurance claim. This is ridiculous and should not happen I expected this from an iPhone as the are fragile. Samsung has a quality behind its name I used to trust and not it's loosing my trust. You make claims that the phone is impact and shock resistant well it's not. My so active had lasted a long time an took a lot of abuse as I am a firefighter. Well my note 2 has no case and has never done that. A 3 foot fall is ridiculous for this device screen to do this. I feel that future purchase might be with motto or lg as Samsung is in need of better products and customer service.

Desired Settlement: I am not looking to make a big deal as I feel I'm not entitled to anything. After being in the Army for 10 year's and now being a firefighter I do not like taking advantage of people. I just want a replacement of the device, it not like I'm asking for a new tv. Though whatever deal we can come to I would appreciate it. Your speedy response is going to be appreciated. Thank you

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung Standard Limited Warranty physical damage is not covered. Samsung cannot speculate at what point of contact may cause physical damage to a device.  Although the phone may be of a durable build, the product is still manufactured of glass which is subject to damage if dropped.

Samsung cannot honor the request of replacement, nor free of charge repair.  However, as a one-time courtesy we can offer to repair the phone at a discounted rate of $70.31. Should future damage occur the phone may be subject to full repair payment.

Service Ticket #: ********** has been processed should you choose to accept this offer. You will need to call Samsung Customer Support at **************, refer to the Ticket # and make payment. Once payment is made a UPS E-label will be emailed for shipment purposes. Please note, the Service Ticket will remain open 30 days from today’s date before closing if no payment is made.

Thank you

5/29/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service | Complaint Details Unavailable
5/28/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Earlier today I was locked out of my phone, Which is a Galaxy Note 5 Model SM-920V for no reason, and the phone also lost my backup password, which I had written down. I use your fingerprint lock for my phone, as it is convenient and faster than typing a password. I routinely restarted my phone as it needs to be restarted every so often to maintain stability. When the device turned back on, I was prompted to input my backup password which I had written down. I input the password and was told by the device that it was incorrect. I contacted your customer service in hopes of being able to access my device, and was told that the only way to do so would be to preform a factory reset. This is completely unacceptable, as I was forced to lose over 20GB of data saved to my phone. I was told if I had only previously accessed my device from "findmymobile" that I could have avoided all of this headache and reset my phone on the spot. Well I was never notified of the existence of such a service until after your device lost my saved password, and it was already too late. It is very clear to me that both Samsung, and ****** have access to my device, as I was able to login to ******** Android Device Manager, which does not allow me to unlock my device, due to an issue specifically with the Note 5. There is no way to recover the lost data or photos which had not been backed up yet, and how flippantly I was asked to delete everything as it's "the only way" is completely asinine, and now I have to start from scratch with everything. I was also repeatedly asked to "Call in" to your tech support line despite notifying the tech that I had no access to a phone.

Desired Settlement: I am incoherently angry with your company and ****** over this issue, but seeing as you wrote the operating system for your specific device I feel the blame falls upon you, Samsung, for delivering me faulty software with your Note 5. I do not know how you can make this right for myself or the thousands of others affected, but you should be held responsible. If I can prove I own the device in question there should be NO REASON you cannot remotely unlock it, as I am able to do this on other Android devices.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Please note, software for phones using the Android operating system are produced by ****** and agreed upon by the carrier and the manufacturer.  If you are locked out of a device and require and simple troubleshooting is found unsuccessful; the only recourse Samsung may have is to factory reset the device.  Another option would be to have the phone shipped to Samsung for service if proof of ownership is provided. Remote access may not be an available option for account unlock assistance.

We do apologize if there was an error which occurred during the attempted login of your device which resulted in a loss of data, however, we must ask that you refer to the Samsung Standard Limited Warranty ****************************************************************************************************************************** , Section: What are the limits on SAMSUNG’s liability?

THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS.

ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. IN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT. SOME STATES AND JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, OR THE DISCLAIMER OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND DISCLAIMERS MAY NOT APPLY TO YOU.

Again, we do apologize for any inconvenience this may have caused.

Thank you

5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On march 14th I went to the ******* store to get a new phone. I had done some research and I herd very good things about the Galaxy S7 Edge, a couple of things from the commercials that the phone had a diamond hard screen and was water proof. In addition to the phone I was offered three additional products. A watch, a visor that gives you a virtual reality experience and a hub to share data usage. I request the otter case for the phone, I have had this protective case before and it works very well. The case I requested was not available at the time of my purchase and another otter case and screen protector was put on the phone by ******* but not the one I requested. At no time did the sales person or any resource suggest that this phone was delicate and needed to be handled with the greatest care. After having the phone for two weeks, I had the phone in my hand and tapped it on the corner of my desk. The desk is pine, a very soft wood. The screen cracked in four places. To say I was shocked is an understatement. I called ******* then Samsung to ask them how something like this could happen to this indestructible water proof marvel. The response from ******* was they have no responsibility for phone performance or durability. Samsung could only tell me that it was my carelessness that caused the damage. I believe that when you purchase a phone or any product there is and expectation of some durability in use. I was told I was mistaken. I was then told by Samsung that the phone I just paid 350.00 dollars for could be repaired at my expense for 270.00. When I did some digging I found out the protective screen and the operating screen are so heavily glued together you must replace both. Also there were 8 other possible repair situation that would call for the phone to be completely replaced. Samsung did agree to look at the phone but returned it to me with no repair and basically said tough luck. ******* and Samsung are cheating us out of hundreds of dollars with this scam.

Desired Settlement: On march 14th I went to the ******* store to get a new phone. I had done some research and I herd very good things about the Galaxy S7 Edge, a couple of things from the commercials that the phone had a diamond hard screen and was water proof. In addition to the phone I was offered three additional products. A watch, a visor that gives you a virtual reality experience and a hub to share data usage. I request the otter case for the phone, I have had this protective case before and it works very well. The case I requested was not available at the time of my purchase and another otter case and screen protector was put on the phone by ******* but not the one I requested. At no time did the sales person or any resource suggest that this phone was delicate and needed to be handled with the greatest care. After having the phone for two weeks, I had the phone in my hand and tapped it on the corner of my desk. The desk is pine, a very soft wood. The screen cracked in four places. To say I was shocked is an understatement. I called ******* then Samsung to ask them how something like this could happen to this indestructible water proof marvel. The response from ******* was they have no responsibility for phone performance or durability. Samsung could only tell me that it was my carelessness that caused the damage. I believe that when you purchase a phone or any product there is and expectation of some durability in use. I was told I was mistaken. I was then told by Samsung that the phone I just paid 350.00 dollars for could be repaired at my expense for 270.00. When I did some digging I found out the protective screen and the operating screen are so heavily glued together you must replace both. Also there were 8 other possible repair situation that would call for the phone to be completely replaced. Samsung did agree to look at the phone but returned it to me with no repair and basically said tough luck. ******* and Samsung are cheating us out of hundreds of dollars with this scam

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung Standard Limited Warranty it is clearly stated that physical damage is not covered.  Samsung cannot speculate at what point of contact may cause damage to a product.

We cannot warrant the free of charge repair of your device, however, as courtesy we can offer a reduced rate of repair.  With a payment of $70.31 Samsung can repair the LCD.

A new Service Ticket has been processed (**********), please contact Samsung Customer Support at ************** to make payment if you wish to accept this offer.  Once payment is made a new UPS E-label will be emailed to you for return shipment of your phone. 

Please note, the Service Ticket will be valid 30 days from today’s date before it is closed if no payment is made.

Than you

5/28/2016 Problems with Product/Service
5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our expensive and presumed to be a top-of-the-line* ***********, refrigerator broke due to the issues with the sealed system in less than 2 years of service. A $500 worth of food was destroyed. The refrigerator was purchased in 07/2014 and is still under warranty for the sealed refrigeration system. Samsung assisted with organizing service visits of authorized repair center. During this visit technician advised us that Samsung demands extensive troubleshooting to find leaks before the sealed system can be repaired, despite that the issue with the sealed system is quite obvious. This troubleshooting procedure might last for several weeks, also advised by the technician. I oppose this approach because we require refrigerator in working condition as soon as possible and are not willing to participate in this extended troubleshooting at expense of us not having a refrigerator, which can also expose us to potential hazards due to leaking refrigerant and other chemicals involved in the process. The bottom line that we demand immediate repairs (not a long haul of troubleshooting) or please give us our money back. Thanks

Desired Settlement: Please refund our purchase, replace with comparable value refrigerator, or repair asap without extensive troubleshooting at expense of us having no refrigerator.

Business Response:

Samsung has contacted the customer regarding their refrigerator. The customer was offered a buyback accommodation and the customer accepted. The refund was processed under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********. Thank you

5/27/2016 Problems with Product/Service
5/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: SAMSUNG.COM advertised a TV on Sunday 05/15/2016 with a discount I placed my order because of the offer they had,..........I bought it for gift to my sons the order went through they sent me confirmation number and they sent me my confirmation email, even they charge my credit card on Monday 05/16/16 they sent an email that said that they made a mistake with the price, and said the price was wrong,= and they have to cancel the order,,, that is not my fault if they made a mistake. because I just buy what they said the are selling at the price they put

Desired Settlement: SHIPPED THE ORDER THAT THEY HAVE SUPPOSED TO SHIPPED AT THE PRICE THAT THEY HAD AT THE MOMENT THAT I DID THE PURCHASE

Business Response:

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the ********** television was incorrectly displayed at $100, when the correct price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com.

In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred".

We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand.

Again, we sincerely apologize for the incorrect information posted on our website.

Consumer Response:

Complaint: ********

I am rejecting this response because: the order were confirmed, you can cancel the order, but 1-2 day after the order was submitted, you sent a confirmation of the order, that means that the order went thru, you are playing with the customers !! why you confirmed the order if it was an error?? Samsumg is a respectable company, it was you error, no mine, i just bought the item that you were promoting, at least please  sell me 2 of 5 tv that i did order because i already offered to my children.

 

thanks




Regards,

**** ********

5/27/2016 Guarantee/Warranty Issues
5/25/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought a DVD blue ray player wireless lan built-in from **** *** on 3/5/16 in Melrose Pk IL. I took it home and hooked it up and it didn't recognized my network, so I called for technical support, they walked me through the connections and it worked only that day, the next time I tried to watch Netflix it did not connect to my network, so I called again they told me that I needed to do an update, so they emailed me the instructions to do this via my USB drive. this didn't work either so I called my network provider and they told me that the device I was attempting to connect, must be defective, because my wireless network was good.I told the technical support person what the provider said and they emailed the info I needed to sent the product back to them to fix it or whatever,so I did at my cost. They sented me another DVD player via UPS with no instruction on how to do anything,so I hooked up to my Samsung TV same as before and I got the same message from the player, that it failed to connect to my network.I was very upset I had gone through all this technical support stuff already hours and days trying to get this DVD to work.I called wanting a refund because the product does not work with my Samsung TV and wireless network.And I did not want to waste any more of my time trying to fix their product. When I talked to the executive relation person she was saying that I couldn't get a refund and that I needed to send the DVD player back again I got very angry and hung up.

Desired Settlement: All I want is a refund because the DVD Player does not do what it advertise with my Samsung TV.I worked with all the technical support people that answered my calls and I did everything they instructed me to do, for hours and days and the bottom line is: THAT THIS DVD PLAYER DOES NOT WORK WITH MY SAMSUNG TV/WIRELESS NETWORK SO THAT I CAN WATCH THE MOVIES I WANT TO NO MATTER HOW MUCH TECHINCAL SUPPORT THEY GIVE ME. THE DVD PLAYER WAS UNDER $100.00.stand behind your name and products.so that I can continue to support your products in good faith.

Business Response:

Samsung has contacted the customer regarding their Blu-Ray Player. The customer has been offered a full refund under transaction # ********** and the customer has accepted. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

5/24/2016 Problems with Product/Service
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5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a samsung galaxy S5 for $600 and it burns my ears and I am not able to use the phone without some type of bluetooth device, and all of the devices I have tried do not work well and my callers are unable to hear me well. I have reached out to the office of the president and was sent a ear piece twice that did not solve the problem and the high end ear piece hurt my ear. I have had several references numbers for the problem and this is the latest one ********** which I received 3/30/2016. I have left several messages for G*** ******** and the office of the presiedent to no avail. I have been getting the run around and I am fed up! I can't afford to replace the phone and for an investment of $600 I shouldn't have too! I just need a phone my callers can hear and understand me on and possible I won't have to use a bluetooth device to avoid burns on my ears! I have requested that they remedy the problem with a Samsung Galaxy S6 in hopes it wouldn't burn my ears, maybe it doesn't emit radiation. I have sent in pictures of my burned ear! I just want this to be over and have a phone I can use with the pain and danger of burning my ears!

Desired Settlement: I have had the Galaxy S5 replaced about 3 times either with a refurbished phone and still have the same problems with it burning my ear and bad sound quality for my callers, so I think the best solution would be to replacement the Galaxy S5 with the Galaxy S6 to remedy the problem.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We do apologize for the delay in receiving resolution to this matter.  Direct contact has been made with the appropriate parties in order to provide you with follow up.

Thank you

Consumer Response:

I have not heard back from the company regarding any resolution!    What is next?


Business Response: over 3 contact attempts have been made and email correspondence has been made.

5/24/2016 Problems with Product/Service
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5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Samsung stove that had mechanical issues very early on. Samsung agreed to repair the stove through Golden In-Home Service, INC after a long complaint process. Less than a year after service the stove has completely malfunctioned once again. The stove door remains locked and the keypad no longer works. I called Samsung support to advise them of this issue and that the new labor and parts were supposed to be warrantied for a year. Samsung said this may be a warranty that the company they hired to fix the stove offered but not them.

Desired Settlement: I would like Samsung to repair my stove once again or offer a replacement due to lemon laws. This stove has had nothing but issues since day one. It is a shame that I have to jump through so many hoops just get legitimate service from a company. For a stove to break down twice within a year and to have Samsung deny coverage on repairs they contracted out for is completely unacceptable.

Business Response:

Samsung has contacted the customer regarding their Oven. The customer was offered a one-time FOC Repair under transaction * **********. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Business Response:

Samsung has contacted the customer regarding their Oven. The customer was offered a one-time FOC Repair under transaction * **********. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/24/2016 Problems with Product/Service
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5/18/2016 Guarantee/Warranty Issues
5/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I Purchased a 800$ Samsung Galaxy S7 and was promised a 1 year subscription to nexflix, i received the email but didn't notice they only gave 2 weeks to redeem the coupon code. i ask for a new coupon code because i didn't redeem the one they sent me and there was nothing they could do to fix the issue

Desired Settlement: I would like for them to send me a new coupon code because the one they sent me expired and i never got a chance to redeem it

Business Response:

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the customer’s code was sent on 3/22, which was before the expiration date. Prizelogic does not have additional codes to issue as a replacement. There are also no tickets in customer support from the customer’s email address. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I am 100 percent sure they can validate a new promo code and they can verify that the old one was not used. I spent over 800 us dollars for the Samsung phone to rrecive this promotion with Netflix.




Regards,

******* *******

Business Response:

Upon further review of the customer’s file, the consumer’s code was sent on 3/22 which was before the expiration date. PrizeLogic does not have additional codes to issue as a replacement. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I don't belive that you are unable to satisfy my reqest.



Regards,

******* *******

5/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This Samsung cellphone has went through extensive troubleshooting and the representative refused to replace the device. Today when I called to inquire about a replacement for it, the representative stated it was no longer under warranty. How strange. I have been contacting them back and forth since approximately February 2016. I even went to the Best Buy to complete the software refresh like I was instructed and there is still a serious issue with the freezing on the screen in the midst of text messaging and email which causes delays. Please help. Thank You.

Desired Settlement: To receive a replacement phone or either the funds to purchase another device. Thank You.

Business Response:

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service. Samsung as a courtesy will evaluate your product and determine the appropriate resolution to this issue.

Please take advantage of the free shipping instrument that will be provided for the return of your product. If you would like to proceed with warranty service, please contact **************************

 Thank you.

Consumer Response:

Complaint: ********
I am rejecting this response because:

 

If I send the cellphone to Samsung then I will not have a phone to use. I do not have any alternate phones or funds to purchase a new one.




Regards,

******** ******

Business Response:

Unfortunately, Samsung does not offer a loaner during evaluation. Some cellular providers such as T-Mobile have a loaner phone program in place which provides a device during the time a phone is being serviced.  Contact would need to be made to the local service provider's retail store to determine if a program is available and confirm phone availability. Outside of this option the consumer would be without a device during evaluation if an older device is not available for use during this time.

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am getting quite tired of the games I have to play with Tmobile, Assurant Solutions, and broken phones. Tmobile says they are completely seperate from Assurant yet one phone call from tmobile could fix most errors but tmobile isnt willing but they are willing to charge your account another 700 on top of the 175 you paid because they cant find the phone you returned to them. This time Assurant denied my claim, why??? I don't know but what is funny is I paid $230 to have it fixed myself just so i could return it to have the charging dock fixed as it wont charge. I did this and tmobile says samsung wont warranty it because they consider it damaaged and not manufactory defect. Then 7 weeks later Assurant takes $175 out of my account and say that they are sending me a replacement phone after I just paid $230 to have the front and rear glass fixed. I told them NO!! Do NOT SEND THAT phone!!! but they did anyway so when it arrived i gave it right back and even photographed the label. So, they still have my $175 for about a month and now they are threatening to charge me for not returning their phone!! this is a joke!! I was supposed to return my apple iphone6 to end my jump but cant get one phone of the three I have to work yet I pay insurance on them!!! This is so wrong! Desired Settlement: Refund Desired Outcome Description: What I would like is for tmobile to refund all of my insurance premiums and all iphone6s and galaxy grand prime payments, get assurant to fix my galaxy grand prime w/o charge if not for the inconvienence then for the interest on the money they stole from me and for tmobile to get samsung to fix my galaxy s6 under warranty exchange (Samsung told me they would but I would have to send it to them and they will have it ready in 3-4 weeks) and I will return the iphone6s and the grand prime.

Desired Settlement: I JUST WANT A WORKING PHONE WITHOUT WAITING WEEKS FOR IT

Business Response:

The issue is caused by Tmobile and Assurant Solutions. Please transfer this information to Tmobile and Assurant Solutions.

Consumer Response:
Complaint: ********
I am rejecting this response because:

This response is ridiculous for Samsung to blame T-Mobile or assurant for what is clearly sansungs faulty product reliability and workmanship and to not warranty it is unconscionable

Regards,

******* *****

Business Response:

Samsung provides no approval to T-Mobile or Asurion in regards to mobile phone repair or replacement.  Any determination made regarding consumer repair/replacement is solely at T-Mobile or Asurion's discretion.

If there is a dispute regarding the refund or return of a product the claim must be directed specifically to Asurion.  Samsung would not be able to address or resolve this matter.

Thank you


5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Samsung has false advertised a product. I have the Galaxy S7 and it got wet, as they claim and have shown in commercials, and my phone won't work. Now they won't replace or repair it, saying "liquid damage voids the warranty." They need to put a disclaimer on the product or stop showing that it can be dunked in fish tanks and dropped in pools and still function. That's a lie!

Desired Settlement: I would like either a new phone or my current phone repaired at no charge to me.

Business Response:

We certainly understand your concern regarding this matter.
Thank you cooperating with Samsung. Samsung offers free of charge evaluation warranty repair or replacement contingent upon the technician’s discretion. Samsung will provide free of charge shipping in order to retrieve your device for analysis.
Please consider our warranty offer for immediate service.
To proceed with evaluation please contact us with physical address (Non-PO box) at *************************

Consumer Response:
Complaint: ********

I am rejecting this response because: it was already evaluated and deemed out of warranty.  It's a brand new phone that doesn't do was it was advertised to do. I will only accept repair or replacement at NO CHARGE to me since the phone is defective. 



Regards,

******* ******

Business Response:

Thank you for your inquiry. We do understand your distress concerning the repair of your handset. 

As a part of Samsung’s normal warranty repair procedure we must evaluate all aspects of the unit to determine the problematic issue. 

All devices need to be evaluated before resolution is provided.

Please provide your physical address to ************************* for product evaluation and resolution.

Thank you.

Consumer Response:

 

Here's my address.

**** ************ ***  ******** ** *****

 

******* ******

5/18/2016 Problems with Product/Service
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5/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/23/2016 at 7:06 am I received an email from Verizon stating that if I ordered a new Galaxy S7 from them that they would send me a Gear S2 watch. I immediately called Verizon to take advantage of the offer. I requested that both of my Verizon S4 phones be upgraded and that I would like the S2 Gear watches. After I received the 2 phones I filled out the form to request my Gear S2 watches. I received an email back stating that I was approved and they were going to send me 2 VR headsets rather than the watches that I ordered. I called prizelogic to complain on 3/23/2016 at 10:00 am to express that this substitution was not ok with me. The gear watch is valued at $300 and the VR headset is valued at $100. I also have no use for a VR headset so the value to me is $0.00. ******, at prizelogic, said that the email was a mistake and that I would be receiving 2 gear watches instead. I recently received 2 Samsung VR Gear headsets that I have no use for and was told by prize logic that they will not be sending me the 2 S2 watches that I ordered.

Desired Settlement: Please deliver my order of 2 Samsung Gear s2 watches immediately as the value of such technology drops significantly over even a few months. If you are not able to send me 2 S2 watches I would like a credit of $600 put on my Verizon account for false advertisement. That would cover the value of $300 of each of the gear watches that I ordered.

Business Response:

We appreciate your interest in Samsung product. Thank you for bringing this concern to our attention. Your complaint has been duly noted and your concern has been forwarded to our responsible team. You will be contacted with our actions regarding this issue and a resolution will be forthcoming.

5/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Samsung refrigerator model number ************** in January of 2014. It was purchased from hhgregg for $2,200. July 2015 the ice maker went out (18 months). Of course this is after the 12 month warranty, I'm on my own. I contact a local reputable appliance repair business that has been around for years to do the repair. After 7 visits 7 months and every part replaced to the ice maker (fan, motor, board, etc,) still no ice. I'm thinking this product is a lemon. I call Samsung but can't get anyone who speaks English, so I send them an Email. Got no reply. I am highly disappointed and angry. I have been loyal to samsung products for years but this is where it stops. I will not be purchasing anything from Samsung again. This Product is crap and service is even worse.

Desired Settlement: Since the 7 visits and still no repair, I would hope Samsung would replace with comparable model or issue a refund of some sort, so I can purchase another refrigerator that actually works as advertised.

Business Response:

Samsung has attempted to contact the customer regarding their Refrigerator. Unfortunately we have not heard back from the customer since being asked to provide the work order paperwork. Please have the customer contact us at ************************m so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

  

5/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I First contacted samsung on the 04/01/16 concerning a water leak that did a-lot of damage to my house that started with a hose on my new washing machine (comes attached to the from the factory). Long story short..I have sent emails, pictures / estimates, and I'm still getting the run around. I just got off the phone with them, I was told (for the 3rd time) that my claim is being sent up for review and it will take between 5-14 days for it to be reviewed. The last time (04/18/16) they told me that, I waited, and called on 04/25/16. I was informed that since nothing had been done with my claim, it was scheduled to be closed later that day. Good thing I called! On the 4/12/16 I had to have a company come in and get it dried out before it started getting moldy. They came in and got the blowers going and dehumidifiers,of course removed my washer and dryer, tore out the padding on my carpet, tore up the tile in my hall, removed the ceiling in the basement...guess what, its still torn up. I can't get the company to fix my house without the money up front..Samsung has known this from that start. In my opinion there is no excuse for this kind of service. This is a brand new house, the washer is 3 months old. My son almost died in 2007 due to a mold issue where we lived at the time. Again, Samsung knows all of this. They just keep telling me that they don't have the emails, or the pictures, or the quotes, then the next person tells me they do, but they don't know what the hold up is. Really, all I want is for Samsung to take care of what was damaged caused by their product. Was just told (by a supervisor) that it will be another 7 to 10 days for insurance department to review, to see IF they will accept the claim. BAD BUSINESS!

Desired Settlement: samsung to stand behind their products , and stand behind customer satisfaction, and get my claim resolved! I need my house put back together. They told me on 04/04/16, that they were sorry for the situation, and that they would take care of it asap. Just get the info to them, which I did.

Business Response:

Samsung has contacted Risk Management department regarding the customer concerns with their Washing Machine. As per the department, the complaint has been submitted to SFM. SFM will be working directly with the customer to resolve this claim. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

5/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: PLEASE BE ADVISED, THIS COMPLAINT IS BEING FILED WITH REGARDS TO MY BRAND NEW SAMSUNG 65" TELEVISION. ON 2/26/2016, I PURCHASED THE ABOVE REFERENCED TELEVISION FROM BEST BUY, INC. (MAGNOLIA) IN BOCA RATON, FLORIDA. THE ITEM WAS DELIVERED ON 2/27/16. I CLOSED ON MY CONDO ON 2/29/16 (DOCUMENTED PROOF) AND DID NOT PHYSICALLY MOVE IN UNTIL 4/16/16 (DOCUMENTED PROOF/RECEIPT) DUE TO AN ONGOING $50,000 HOME RENOVATION. THE TELEVISON WAS WALL MOUNTED AND WAS IN WORKING CONDITION, UNTIL THE 4/16/16 DATE. MORE THAN 6 CALLS WERE PLACED INTO THE CUSTOMER SERVICE, TECHINCAL SUPPORT AND EXCECUTIVE CUSTOMER SERVICE DEPARTMENTS WITH REGARDS TO THE NON-WORKING TELEVISION. I WAS RECIEVING SOUND HOWEVER NO DISPLAY ON THE SCREEN. AFTER TRYING TO RESOLVE THIS IN AN AMICABLE MANNER WITH BEST BUY AND SAMSUNG, I HAVE NOT RECEIVED ANY ACCOMODATION. SAMSUNG SENT OUT A TECHINICAIN WHO STATED THAT THE SCREEN WAS IN DEED DEFECTIVE AND A SCREEN/PART WOULD NEED TO BE ORDERED. THE PART WAS ORDERED ON 4/21/16. A RETURN SERVICE CALL WAS SET UP FOR 4/26/16. I RECEIVED A CALL AT 0911 ON 4/26/16 STATING THAT THE PART DID NOT ARRIVE AND THE TECHINCIAN WOULD NEED TO BE RESCHEDULED FOR 4/28/16. ON 4/28/16, I RECEIVED A CALL FROM THE SERVICE CENTER AT 0922 STATING THAT THE PART STILL HAD NOT COME IN AND A SERVICE CALL WOULD NEED TO BE RESCHEDULED. I HAVE BEEN TREATED EXTREMELY POORLY. FURTHERMORE, I HAVE BEEN WITHOUT A TV AND HAVE A CABLE BILL IN THE AMOUNT OF 155.00 TO BE PAID ON 05/01/16. AFTER EXAHUSTING ANY AND ALL ATTEMPTS TO REPLACE THIS DEFECTIVE TV I HAVE BEEN PLACED ON THE "BACK BURNER", WITH NO FURTHER CALL BACK FROM THE EXCHANGE/REFUND DEPARTMENT. IT WAS EXPLAINED TO THE CSR FROM SAMSUNG, I WANT A REPLACEMENT TV. MY TICKET NUMBER REFLECTS ALL CALLS DOCUMENTED, IN ADDITION TO AN EMAIL I RECEIVED. MOREOVER, AT THE TIME OF THE SERVICE CALL , THE CABLE BOX FELL OFF THE MOUNTING BRACKET AND CHIPED MY BRAND NEW 30"X30" TILE. HENCE, THIS WILL COST ME $200.00 TO REPLACE. THANK YOU IN ADVANCE.

Desired Settlement: I AM REQUESTING THAT THE BBB.ORG PLEASE ASSIST ME WITH AN EXCHANGE FOR THE SAME TV (BRAND NEW) NOT REFERBISHED. I'M TIRED AND DRAINED FROM BEING PASSED AROUND FROM DEPARTMENT TO DEPARTMENT AND STILL LEFT WITH NO ANSWERS AND A BROKEN TV. THE TOTAL PRICE INCLUDING TAXES IS $2119.98. I'M THOROUGHLY DRAINED FROM BEING PASSED AROUND FROM DEPARTMENT TO DEPARTMENT AND STILL LEFT WITH NO ANSWERS AND A BROKEN TV AND CABLE BILL.

Business Response: Samsung has contacted the customer regarding their Television. The customer has informed us the Television has been replaced by Best Buy. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung smart tv 8 months ago. It is still under warranty. It would not connect to the Internet... Netflix. I already troubleshooter with my internet provider and no problems. Netflix works on another tv fine. When I first called Samsung , the automated voice asked for my phone number in case of disconnection. I was disconnected three times and never got a call back. Finally I was connected to someone who went through my computer with me for and hour and forty minutes. I finally asked for a technician . What customer wants to spend hours trying to fix a new tv? I was then promised a technician and a call from one to schedule . 20 min later, I received a call and once again the person wanted me to try to fix my tv with him . I said no , I need a technician. This person disconnected me. I called back. The next person told me to contact my internet and change the encryption and security code . I did that, tv still doesn't work. I called Samsung again and insisted on a technician. The next person(mindless robot) wanted me to go through and try to fix my tv AGAiN! I said no, I need a technician. I was transferred and disconnected. I called back, finally someone was scheduling a technician, this person disconnected me and never called back! It has been twenty years since I have dealt with such a nightmare of a company and that company is SPRINT. The word has spread and everyone avoids sprint. Samsung is terrible and today wasted over three hours of my time . My issue is not resolved and I have no choice but to just give up and not pursue trying to fix this tv. I will NEVER buy another Samsung product and I will make sure that everyone I know is aware of his terrible company to save them this stress .

Desired Settlement: I don't have any hope this company is honest enough to resolve my issue . I can't even trust when they promise a technician and constantly disconnect me. Others need to be aware.

Business Response:

Samsung has contacted the customer regarding their Television. The customer informed the Representative that the issue with the Television has been resolved. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/15/2016 Problems with Product/Service
5/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Samsung printer 3/9/15. Model Number : ************** Serial Number : *************** on 3/9/15. In the following August, I started to have issues with the wi-fi capability on the printer. I called Samsung support and via remote access, they were able to resolve the issue, temporarily. Shortly after this the same issue occurred, not being able to use the wi fi function of the printer. Called back and samsung issued a service call on the printer which then was mailed to samsung for repair. Few day later I rec'd th printer back and it worked fine until the same issue happened again in October andMarch. Once again, samsung had me ship it back to their repair center. Rec'd back a few days later and again, it worked fine until recently. Same issue again. None of my devices can detect the printer so I am unable to use the wi fi / wireless function of the printer. Now it is out of warranty once again, Samsung wants me to send it back to them for repair but only as a one time accommodation since it is out of warranty. This is crazy! Same exact issue and Samsung refuses to call this printer defective. Hence, they will not give me a refund of $106.00 (my original purchase price that I requested from Samsung) I have spent over 10 hours dealing with their customer service and remote access techs and yet they will not replace the unit or give me a refund.

Business Response:

Samsung has contacted the customer regarding their Printer. The customer has been set up for a refund of $106.99 under transaction * *********** An agent will contact the customer regarding the refund process. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/15/2016 Delivery Issues
5/15/2016 Advertising/Sales Issues
5/14/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Samsung Galaxy Note 5 - that I purchased in December, 2015 - this is from AT&T. There was a "Samsung Pay" promotion with the headline "Act Fast! Make 3 purchases before May 10th for your free $30 Gift Card" - this I saw on 04/19/2016 at around 5:53 PM PDT on my phone - when I opened the "Samsung Pay" App. I took screen shots of the entire offer details, without missing - the entire screen. I am uploading these screenshots here. On May 07, 2016 - I made 3 purchases which adhere to the Offer Details but so far I have not received the promised $30 gift card. I contacted Samsung Pay Customer Service at the number (**************) listed in the Offer Details and spoke to 2 agents (Sheryl and her supervisor Virgilia) on 05/09/2016 at around 1:20 PM PDT. But I was told that there are "terms" that I did not satisfy and that is why I did not get the promised gift card. But as per the screenshots I took - and as per what I remember from Apr 19, 2016 - I did meet the conditions and I should have got the gift card. Hence I am logging this complaint to see if Samsung will come to its senses and resolve this issue without further delay by issuing me the GC that I was supposed to get.

Desired Settlement: I am logging this complaint to see if Samsung will come to its senses and resolve this issue without further delay by issuing me the GC that I was supposed to get.

Business Response:

Samsung has contacted Samsung Pay regarding your concerns. Please state which gift card is preferred from the promotion and provide the IMEI number for the device. Available gift cards:

 

           Best Buy

           eBay

           GameStop

           Regal Entertainment

We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:

Complaint: ********

Dear Samsung,

My IMEI# is: ***************. I would like to have the eBay gift card.

 

But also - I can't accept just $30 as per the promotion.

I was made to go through 2 hours of phone calls, and then spend time on giving a complaint via BBB - I think a $100 GC would be appropriate for me to accept - given all these troubles caused by Samsung.



Regards,

******* ****

Business Response:

Upon further review of the customer’s file, the user registered with SA with address: "email":********************** in December. They registered a card, but did not make any transactions, so this account appears eligible for the promotion and is likely why they received an email message that they were eligible. On April 30th, they created a new Samsung Account, and registered to Samsung Pay with "email":****************************. They made 3 transactions on this account. However, this account is not eligible for the promotion, since it was registered after April 10th. In good faith, we will manually issue this customer a gift card. Please provide them the detail regarding the changing of accounts and how this impacted their ability to redeem this promotion. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

5/13/2016 Problems with Product/Service
5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service
5/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my Samsung TV Model * ************** on August 26, 2015 from Amazon. My TV still falls under warranty. My warranty expires on 11/26/2016. Currently it shows digital Spyder web on my screen. Screen has no physical damage showing. I have googled this issue and there are many other consumer facing same problem. I have contacted Samsung about this matter and they issued me a ticket number **********. Samsung support team asked me to unplug all the connected wires to the smart TV, which i did and still was not able to solve the problem. We did all sorts of trouble shooting but with having no luck was able to fix the problem. On 5/2/2016 1:30 pm Samsung has sent me a TK electronics technician to repair my TV. When technician came for a repair, he took some pictures of my TV and sent it to Samsung to get the approval for a repair. Samsung refused it and he left. I called back Samsung and explained the situation. They issued me a new ticket number ********** and put me on hold for another 1 hr & 20 min to talk with Samsung executive support team. Samsung kept saying its a physical damage and it is not covered. When i have refused and asked them this is not a new issue. I have seen many other consumer facing the same problem. Samsung support team hesitating to answer my question and was reading written disclosure's. Additional information can be provided if needed.

Desired Settlement: I am requesting honorable department to help me out with my circumstances and urging Samsung electronics either repair or replace my TV equipment.

Business Response:

Samsung has contacted the customer regarding their Television The unit has been deemed physical damage. Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********. Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: Samsung needs to provide more evidence that is a physical damage rather then saying it based on assumption. There are many other consumers facing the same issue at the moment. Giving excuses like comparing the car windshield with an  apple and  an orange witout having proper investigation and having full proper diagnosis coming to conclusion is against business ethics. Please kindly resolve my issue as soon as possible.

Best Regards,

****** ******

Business Response:

Upon further review of the customer’s file, unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * *********** Thank you

5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My washing machine, purchased on March 27, 2015 has had (3) separate occurrences of the same issue. The electronics inside the unit keep failing for some reason. We have contacted Samsung regarding warranty repair. Samsung sent another company out to fix the issue (3) different times now. This last time all the technician did was to assess the issue. We never heard from the repair company again. We attempted to call the repair company several times. Only once did they answer the phone. When they did, they said they would have to call us back and never did. We contacted Samsung again, and had the issue escalated to the Executive Customer Relations department, who sent the issue out for a review for Accommodation of Replacement that was turned down, because the service center said they had us scheduled for service, DESPITE the fact that they closed out the service ticket. We contacted Samsung a week later to get the results of the review, and they explained that the service center was going to attempt service. We told Samsung Executive Customer Relations that the service center had not contacted us to schedule the service. They issued ANOTHER review for accommodation which was supposed to be expedited so we could get a new unit. We called back, and they told us the review had been declined again, for the same purpose. Again, we attempted to contact the service center, and got no answer. We contacted Samsung again, and received the runaround from the Call Center that handles Samsung's calls. We were put on hold indefinetly, so we hung up and called again, this time they directed us to Exec. Cust. Relations as we requested, and we got the runaround from them. They transferred us to the service center, and the service center told us they were going to call us sometime today to schedule the repair -- but since we called, they could schedule us for 1-5pm tomorrow afternoon. This is a ridiculous situation. Samsung is not taking are of us as a customer.

Desired Settlement: I would like Samsung to replace our washer. It would also be nice to recover some of the money I have had to spend at the laundromat over the past 6 weeks while we have waited for the repairs. I would like the replacement as soon as humanly possible. The unit we have seems to be a lemon and has had to be repaired for the same thing (3) times. Replacement seems like the best option to me.

Business Response:

Samsung has contacted the customer regarding their Washing Machine. The customer has been approved for a refund. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Business Response:

Upon further review of the customer’s file, the customer received an SRA through Lowe’s. The store returns authorization as with a buyback the sale taxes are not included and only the unit price is. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********. Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:


Regards,

****** *******

5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a new Samsung **** 78 inch curved TV on Feb 6th 2016. On April 24th evening while we were watching the tv we started seeing lower bottom side of the screen pixelating and then there was a dark vertical patch with rainbow vertical lines on the screen we switched the TV off immediately as we thought it was about to blast. Once we switched on the TV the black patch with vertical rainbow lines were still there. We contacted Samsung support and they just asked us to send pictures. We sent the pictures and they responded with the evaluation that there is a point of contact and it is a physical damage to the screen. We asked them to come home and evaluate as there is no way this is physical damage. Any one can see outside all good and inside a burnt kind of pixel. This is a 8000 dollar tv and they are asking us to pay another 4500 to get it fixed. For a problem they are evaluating based on pictures they want us to pay them 4500. It would take someone a lot of savings to buy a TV this big just to realize Samsung would not even care to even analyze the situation. We are seeking help from BBB to help us get us some justice. Please let us know if someone can help us from bbb Thanks

Desired Settlement: Replace the LCD

Business Response:

Samsung has contacted the customer regarding their Television. The customer has been informed physical damage is not covered under warranty and voids any repair of the unit. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/11/2016 Problems with Product/Service
5/11/2016 Problems with Product/Service
5/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchase Samsung 55" Smart TV J6300 in 09,2015. On April 2016, My wife coming and turning on the TV discovered Horizontal and Vertical black Line and on the right side a circle with multi color line as if the screen popped internally. There is no external damaged to the screen, no scratch, no crack, no bent or bump what so ever, on our behalf there was no physical damaged done to the TV to has cause this problem my understand for various tech that my wife has spoken with that a screen can crack own itself own from overheating or manufacture defect. She has called Samsung reporting the problem being that the TV is still in warranty. Samsung scheduled a tech to come and look at the TV. The Tech came to the house just took picture and left, Did not look at the TV on the back, Did look at the screen. That day before calling the Samsung my wife called the Tech and asked him what was his finding to the problem our TV had, Tech responded the screen is crack internally nothing wrong with the external screen the external very good no crack, dent or scratch to Call Samsung they have the picture after speaking with the Tech, my wife called Samsung expecting for Samsung to approve the repair especially that the damages to the TV were not done by us, and it was an internal problem or manufacture defect. Samsung refuse to repair our TV which cost us 1229.00 and base on what they thought was wrong with the TV by saying that something was drown at the TV the cause the internal screen to crack. Accusing us of breaking a screen without damaging the external screen, That is very wrong, My Wife requesting for another Tech to come out to re diagnosed the problem and to look more deep into the situation because we did not break the screen and there has be more of a detail explanation that tech can confirm that the screen broken on it own and that it was impossible for such damage to accord with it show on the outside external screen

Desired Settlement: To please Honor there Warranty Repair, Exchange, replace our TV and if they are unable to do so to please refund us our money so we can replace or buy a new on. A month has pass by with no resolution. My Wife is a Fan of Samsung products, From Refrigerator, Phone and now TV. She is very disappointed that from a company like Samsung could try to cut corner with the consumer like that, even accusing us in doing physical damage to TV to avoid in fixing it.

Business Response:

Samsung has contacted the customer regarding their Television. The unit has been deemed physical damage.  Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: For the supplier it’s the product’s reliability. As a buyer there should be a relationship between the warranty period and the stated reliability of the product from defect in material workmanship. If the supplier Samsung ia confident in the reliability of the product.  What's covered by warranty? Does it include parts only, when the real cost of correcting the problem like a Defect in material workmanship.   As a supplier like Samsung for a defective product an inspection or test should be perform for the supplier rule out that the problem tha defect was not from thier workmanship.   Instead of Samsung Having a good warranty against defects is high quality and reliability. More important defective products cause customer satisfaction issue.  Which in buying any of Samsung product would always be the issue that They just don't care and if their a problem like ours they won't responsible in take care of the customer.   When a customer buys a product and it fails, they  care that it was the supplier’s product that failed. All they know is that they purchased the product from a supplier that won't back them up.     I've done  all the research I need to do.   I see the other supplier like LG backs there product and defect like screen cracking on it's own,  not only LG,  Apple's prodcut protect against cracking of there screen even if it was accidental, 

What Samsung need to do for us is to backup there warranty as stated in from them in their

LIMITED WARRANTY TO ORIGINAL PURCHASER

This SAMSUNG brand product, as supplied and distributed by SAMSUNG ELECTRONICS AMERICA, INC. (SAMSUNG) and delivered new, in the original carton to the original consumer purchaser, is warranted by SAMSUNG against manufacturing defects in materials and workmanship for a limited warranty period.

en (10) years: Magnetron

This limited warranty begins on the original date of purchase, and is valid only on products purchased and used in the United States. To receive warranty service, the purchaser must contact SAMSUNG for problem determination and service procedures. Warranty service can only be performed by a SAMSUNG authorized service center. The original dated bill of sale must be presented upon request as proof of purchase to SAMSUNG or SAMSUNG’s authorized service center. Transportation of the product to and from the service center is the responsibility of the purchaser.

SAMSUNG will repair or replace this product, at our option and at no charge as stipulated herein, with new or reconditioned parts or products if found to be defective during the limited warranty period specified above. All replaced parts and products become the property of SAMSUNG and must be returned to SAMSUNG. Replacement parts and products assume the remaining original warranty, or ninety (90) days, whichever is longer.

This limited warranty covers manufacturing defects in materials and workmanship encountered in normal, noncommercial use of this product and shall not apply to the following, including, but not limited to: damage which occurs in shipment; delivery and installation; applications and uses for which this product was not intended; altered product or serial numbers; cosmetic damage or exterior finish; accidents, abuse, neglect, fire, water, lightning or other acts of nature; use of products, equipment, systems, utilities, services, parts, supplies, accessories, applications, installations, repairs, external wiring or connectors not supplied or authorized by SAMSUNG which damage this product or result in service problems; incorrect electrical line voltage, fluctuations and surges; customer adjustments and failure to follow operating instructions, cleaning, maintenance and environmental instructions that are covered and prescribed in the instruction book; product removal and reinstallation; problems caused by pest infestations, and overheating or overcooking by user; glass tray or turntable; reduced magnetron power output related to normal aging. SAMSUNG does not warrant uninterrupted or error-free operation of the product.






Regards,

****** *****

Business Response:

Upon further review of the customer’s file, the unit has been deemed physical damage. Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********. Thank you

5/11/2016 Delivery Issues
5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Refrigerator broke over a week ago and Samsung, after various calls and emails has failed to help us. All the food in our refrigerator spoiled and as of today they still have not done anything to help us we are a family of 6 with 4 being children and they have given us the run around for a week.

Desired Settlement: Samsung to replace our refrigerator

Business Response:

Samsung has contacted the customer regarding their Refrigerator. The customer’s Refrigerator was unrepairable and the customer was offered a buyback. The customer has also been approved for food compensation for $383.74. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

They have not called me to say it has been approved. The gentleman that I spoke to on Tuesday Joel said that he would submit it and I had to wait 24-48 hours for them to call me back with a response. As of this afternoon it has been 48 hours and as usual no one at Samsung has contacted me. So our problem still has NOT been solved. 



Regards,

***** *****************

Consumer Response:
Complaint: ********

I am rejecting this response because:

They have not resolved the food reimbursement. They sent your company an email stating that I was offered $383 in food reimbursement and that is not true. They only offered us $200 when everything in my refrigerator was spoiled. I submitted receipts for what I had from Costco and I sent them a food list. I guess the person that offered $200 has never done groceries because there's no grocery bill for $200 for a family of 6. I was ok with the $383 they said that they were going to offer but not with $200. I had a lot more than the $383 to begin with but since a lot of the groceries were from Publix and Walmart and that I didn't have receipts for I would take the $383 but not $200. I even explained to them that it broke the day before my daughters birthday so my refrigerator was full of food for the party. Not to mention they had me with no refrigerator for 18 days of buying take out for my family which they are not going to reimburse us for. 

Regards,

***** *****************

Business Response:

 

Upon further review of the customer’s file, the customer has been approved for a refund under transaction * **********. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********. Thank you

5/11/2016 Problems with Product/Service
5/11/2016 Advertising/Sales Issues
5/11/2016 Problems with Product/Service
5/10/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is **** ******, my girlfriend and I bought Samsung phones last year in June and May respectively, hers being the Note 4, mine being the Galaxy S5, hers with Verizon, mine with Sprint. Within 5 months both of our chargers had ripped at the point that the wires were showing and you could smell burning. We never used them roughly, only time they were rolled up was to transport them from home to work. Both chargers, damaged to the point the wires were showing.

Desired Settlement: I would like 2 replacement Samsung FAST chargers sent to my home.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Samsung accessories included in the original packaging with the product hold a one year warranty from the original date of purchase.

To fulfill warranty obligations for accessory replacements we ask that you contact the Accessories Department at ************** Option 4, or contact Samsung Customer Support at ***************

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: I called the number which is no longer the correct number to call regarding this matter, was transferred twice and eventually spoke to someone who said they would check on this matter and put me on hold to see if they could send me replacement samsung fast chargers, I am still waiting to hear back from Samsung. I did not feel like this matter was important to them at all, and even the customer service rep. made it seem like he didn't really care to resolve this matter. If Samsung values their customers they should contact me instead of having to wait 30 minutes on hold and being transferred from rep to rep in order to get me to the correct place. Just another example of companies that are too big to operate correctly. Will be waiting to hear back from Samsung. **** ****** (**** ******** can reach me on my cellular phone at anytime. Thanks.



Regards,

**** ******

Business Response:

Your replacement request has been submitted. Please use the below reference number for your status.

**********

5/10/2016 Problems with Product/Service | Complaint Details Unavailable
5/10/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to not being notified of your misinterpretation of the facts. Because of this manipulation of context of terms of the promotion. Even after producing the proper documents to a Samsung employeeat the long Beach location of Best Buy. The excuses of your company were and are totally unsatisfactory.  I've met all  the criteria for the promotion you still refuse to honor what you promoted. On top of possible legal action my son who has just been diagnosed with lukima , me his father gets to tell him sorry for wasting 6 hours trying to get ahold of cheep entertainment for his hospital room. Here is the pice of paper with the proof of my eligibility.

Desired Settlement: Justice

Business Response: There is no attachment, please have the customer attach the document.

We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday..  Thank you

Consumer Response:
Complaint: ********
I am rejecting this response because: it is untrue just to be through , I have resubmitted my claim for a fourth time. With more than enough documentation. 



Regards,

***** **********

Business Response:

The customer states” Here is the pice of paper with the proof of my eligibility.” In the BBB complaint. There is no attachment, please have the customer attach the document.

We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

5/10/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service
5/9/2016 Problems with Product/Service
5/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a Samsung Smart TV Model Number: ***********, Serial Number:***************. This TV was purchased 18 Months ago. Recently the TV started to malfunction and continuously restarts itself over and over again. On 21 March at 8:28 P.M. I contact Samsung Support via the chat function on the Samsung Website. I chatted with ******a M. This Person was notified of my issue, and I had notified this person that I had previously completed all troubleshooting steps, and this person said there were going to escalate my issue to the Executive Customer Relation Department, and I was given the confirmation **********. On Tuesday, March 22nd I received a phone call from ****** from Samsung at 6:46 P.M. ****** stated to call Samsung, and she will be able to further assist me with the issue with my TV. This is where the situation gets bad. I called Samsung on March 23rd at 10:47 A.M. and wanted to know the status of my situation. I was told that a Television Repairman, has been notified and will be getting in contact with me. No technician did. I followed up with Isabella, and she hung up on me twice. She continued to call back, and everytime I would answer, she would hang up. I did another support chat on 24 March at 9:40 p.m., and Phanideep, was no help at all, and disconnected the chat mid conversation. I called Samsung again on 25 March, and spoke with a Man in the Executive Customer Relations Department. He verified all my information, and I informed him of the issue I had with all these people hanging up on me and disconnecting the Chat. He stated he was sorry, and he was reporting it now. By the end of our Conversation, all he had to offer was to send a Technician to my Home, and have them look at my T.V. but I would be required to pay for the Service. I explained to him again, how I have been treated this entire week by Samsung Customer Service, but he said there is nothing he can do but have me pay for the Service.

Desired Settlement: At one point I had no issue with paying for the TV Repair if needed. But after dealing with this HORRIBLE Samsung Customer Service, I believe that Samsung should be paying for the Repair. I have wasted several hours with Customer Service, via Chat, and on the Phone, and have got nothing accomplished in an entire week.

Business Response:

Samsung has contacted the customer regarding their Television. Unfortunately the customer did not accept our offer of accommodations to cover the parts only, with the customer responsible for the labor as the customer is out of warranty. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case ***********. Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I never told Samsung that I would NOT accept their Offer. Of course I would like them to pay the full amount, just as anyone would. They are offering to pay for parts which is only $24-$50, and I would be stuck paying several hundred. I think they need to offer to pay the Labor fees associated with the repair, and I will pay for the Parts. 



Regards,

***** *****

Consumer Response:

Complaint: ********

I am rejecting this response because:

Samsung still has not offered to pay 100% of the costs to fix my tv. This TV is not a quality product, as it has broke after a year and few months of use.



Regards,

***** *****

Business Response:

Upon further review of the customer’s file, the customer has been contacted by a Samsung Representative. Unfortunately, the customer was not available and the representative left the customer at message. The customer is being offered a onetime parts accommodation. We are waiting on the customer’s response. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * ***********  Thank you

5/9/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
5/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 19, 2015 we purchased a Galaxy 6 from Sprint. Since we purchased a Galaxy we were eligible for Samsung's TV promotion. We submitted online the required documentation and waited the 6-8 weeks for delivery of the tv. On 4/11/16, we contacted sprint by phone to follow-up on the status of the TV. We were that they have nothing on file with our request and would not honor the request. They would not resolve the matter and have refused to remedy the situation.

Desired Settlement: We would like Samsung to follow through on the promotion they offered in December and send the TV. We have verification of the sales receipt and phone model information that was required for submission to their online site for promotions.

Business Response:

 

Samsung has contacted Prizelogic regarding the customer's concerns. As per Prizelogic, the customer did not register with the e-mail address provided nor submitted a receipt under the email address. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

Unfortunately we submitted the information on their website (as instructed) and scanned the receipt to them, so we do not have proof in our sent mail that shows we submitted the information.  We never received an email verifying confirmation from Samsung and was not aware this was necessary.   There is nothing that clearly outlines this on their website or promotion, so it is misleading.  We waited because at the Sprint store they said it would take 6-8 weeks before we would receive the TV.  When we did not receive the TV or hear anything from Samsung, we contacted them with the promotion, receipt with date of purchase and how we submitted the information they stated they were not required to follow through on honoring our request because we stated we never received an email from Samsung.  We still stand by our complaint that promotions should be honored if the receipt matches the date of purchase/promotion period and clearly we were not made aware of the requirement of an email needed from Samsung to honor our request.
Respectfully, 
****** *******




Business Response:

 

Upon further review of the customer’s file, Prizelogic has contacted the customer regarding their concerns. As per Prizelogic, the customer will send in the purchase receipt and IMEI on 4/27. Once the information is received, Prizelogic will approve the claim. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

5/9/2016 Problems with Product/Service
5/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Samsung tv had a line that would come out when I watched tv. When I called Samsung customer service they said that we needed to send the tv for repair it would be covered since it was still under warranty. The tv was sent to them and now they are telling us that the tv would not be repaired because of a crack. When we sent it the tv dI'd not have a crack. I had just purchased it during the holidays.

Desired Settlement: I would like for the tv to be reapired. We were advised that it would be so we bought wrapping paper and sent them the tv. It had only been 2 months since we bought the tv and it was damaged. We had to take time out of our day to call and then send them the tv and just for them to tell us hey will not repair it.

Business Response:

Samsung has contacted the customer regarding their Television. The customer was advised in order to look further into accommodations for the unit, the customer must send in a copy of their original purchase receipt. We are waiting on the customer ‘s response. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 1st I purchased a Samsung washer and dryer at Lowe's Home Improvement. When operating the washer makes a screeching noise. I contacted Samsung and they sent a repair person out. He tried to fix it, but it did not work. A few weeks later he came out again and said he would need to contact Samsung and he would get back to me. He never did. I contacted him a few weeks later and he advised me the washer could not be fixed and I should contact Samsung for a refund. I contacted Samsung and forwarded them all the relevant information. They said they would get back to me in a few days. They did not. Two weeks later I contacted them again. After a half hour on the phone they told me they would get back to me in a few days. They have not.

Desired Settlement: I would like a refund in the amount of 697.43 for the cost of the washer including tax and fee.

Business Response:

Samsung has made attempts to contact the customer via email; unfortunately the customer has not been available. Please have the customer contact us at ************************* with the purchase receipt so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Samsung refrigerator May 2012. For over a year now the refrigerator and freezer have stopped working numerous times. Freezer has leaked over a dozen times. Samsung sent a repair service out to fix freezer in Jan 2016. March 22nd of 2016 the refrigerator went out. Then the freezer began to leak once again, this time to the point where our kitchen floor had to be replaced from the water damage. I contacted Samsung. They scheduled a repair on the 22nd of March, then cancelled the repair on the 28th (without notifying me). Then same day they reinstated repairs to be done. Finally a repair service was sent to the house on April 5th. The technician said my freezer and refrigerator need all new defrost systems and new back panels on both; parts would be in 3-5days. We scheduled service for April 11th. I was notified on April 8th that parts would not be available until the 18th. I received a phone call from the service center (Unique repair service) yesterday stating parts are still NOT available!! I have been without a refrigerator for a month now. I have called Samsung over a dozen times spending hours at a time on the phone! They continue to tell me that they will request a new fridge or money back. Samsung has told me this over 5 times. After calling them to follow up, I am notified that paper work was never submitted. I spoke with Samsung yesterday, paperwork was still not submitted! Parts are still not available, my refrigerator is a lemon.The employees at Samsung are not following through with anything! Meanwhile I have been without a refrigerator for a month now. Please help!!!!

Desired Settlement: Parts are not available.I have waited over a month for repair. I want a refund.

Business Response:

Samsung has contacted the customer regarding their Refrigerator. The customer was approved for a refund and the customer accepted (under transaction # **********). We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

 

5/7/2016 Problems with Product/Service
5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Samsung refrigerator from HH Gregg a few months ago I haven't even got it paid off yet It was a very expensive refrigerator well over $1000. A few weeks ago, I opened the freezer door and the handle came off in my hand. Although this is an expensive refrigerator made of stainless steel the handle is made out of cheap plastic. The handle broke in a way that cannot be fixed. Samsung sent a service rep to my home on March 29, 2015 and he told us they were going to order a whole new door and replace it. I called today to check and see when I would be getting the new door and Samsung informed me it was a cosmetic damage and they would not be replacing the door ! The supervisor said that according to the pictures the service rep took, the door handle was damaged and they would not cover it! I'm furious. This refrigerator was very expensive and should not have broken by the simple pulling up in the handle by a normal size lady as myself. It's not as if I'm a big muscle builder who ripped the handle off my freezer ! This is a poor engineered freezer handle obviously and even worse customer service! Samsung should stick with televisions! I now have a big fancy looking frig with two holes in the door with no handle and it looks horrible!

Desired Settlement: I want my refrigerator fixed. That's all I ask. Either replace the handle, or the door , or the whole refrigerator!! I still owe about $700 on this appliance and it's very upsetting to be tested this way!

Business Response:

Samsung has contacted the customer regarding their Refrigerator. A Samsung Representative has informed the customer that cosmetic & physical damage is not covered under warranty.  The customer was explained documented research indicates such issue occurs when force is put into opening the door. Customer acknowledged stating she is not satisfied and will be seeking further resolution from HHGREGG if she has to. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********. 

Consumer Response:
Complaint: ********

I am rejecting this response because:no force was used opening the freezer. This is an excuse by Samsung to not stand behind their product. A refrigerator is an appliance that is used multiple times daily especially with a large family. A freezer door shouldn't come off in a persons hand by the simple fact of opening the door. The piece that is broken is made out of plastic which is cheap and not sturdy. Why would an engineer use a cheap piece of plastic to hold on a heavy stainless steel door handle and then blame the customer when it breaks ? Poor engineering and even worse customer service! And to top it off I keep getting a warning light to change the water filter and the refrigerator doesn't even have a water filter!! Again... POOR ENGINEERING! Samsung is horrible at standing behind their products. 



Regards,

******** *******

Business Response:

Samsung believes in building quality products and we apologize that all of your expectations have not been met.  We value our relationship and are committed to providing the highest level of service simply because our customers deserve it.  The feedback you provided is vital to Samsung and our commitment and dedication to our products and services.  We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

5/7/2016 Problems with Product/Service
5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung dishwasher along with 4 other Samsung *********s from P.C. Richard & Son in March 2014. I then purchased an extended warranty this year for the said dishwasher. I called Samsung to come fix it, they gave me a phone number of Mr. ********* ** ****** County. Mr. ********* came to "fix" the dishwasher on 3/28/16. After "fixing" it the technician improperly installed it and also caused damage to the front door. I was on the phone with Samsung for 1 hour 58 minutes on 3/31. They claim they want "excellent customer experience", they get the opposite of that! Not one representative knew what they were talking about. I was transferred back and forth 5 times from the assurance division to the to executive customer relations. No one was able to help me nor did the know what to do or who I should speak to. They were so unhelpful that it became very frustrating. Here I sit with a dishwasher that looks horrible and no one will claim responsibliliy!

Desired Settlement: I would like some one from Samsung who knows what they are talking about to contact me. I want this dishwasher repaired (NOT by Mr. *********) or I want a new one

Business Response:

Samsung has contacted the customer regarding their Dish Washer. A Samsung Representative has contacted RSM to inform them of the bad customer service the customer received from the repair company and request another service to look at her dish washer. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * *********** 

Consumer Response:
Complaint: ********

I am rejecting this response because:
I spoke to a Samsung "manager" on April 7th and was told a service manger would be in touch with me within 24-48 hours.  I have yet to hear from anyone.  I have been leaving messages at Samsung every day, with no response.  Samsung has not even been answering the phone, it rolls right into voice mail!! What kind of business are they running?  So as it stands, I have not spoken to anyone and I still have a dish washer that is damaged and reinstalled improperly.


Regards,

***** ******

Business Response:

Upon further review of the customer’s file, Samsung has contacted the customer regarding their Dish Washer and the customer has been advised to contact Assurant regarding their warranty and repair. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

5/7/2016 Problems with Product/Service
5/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is the third time I have had problems with Samsung's repair practices. Per their instructions, we sent the phone to their repair facility, only to receive the phone back still not working properly - sent it in because screen was not responding to touch, received it back and screen starts typing crazy characters when you touch it. Tried working with a manager, a certain "**** *." who promised to help me, but instead, placed me in eternal hold. Lost two month's worth of cell service.

Desired Settlement: If you can't fix a phone that is only a few months old, replace it. Also reimbursing me for my monthly cost of cell service is only fair.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service.  If the unit was returned and is still not functional a secondary evaluation is required.  Contact must be made to Samsung Customer Support at ************** to arrange a new service ticket. 

Please note, as per warranty Samsung is not liable for the inability to use a product.  For monthly service charge reimbursement requests we must refer you to your local Service Provider. Samsung is not able to reimburse service fees not applied by Samsung directly.

We do apologize for any inconvenience this may cause.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: this opens up the possibility of endlessly sending the phone back for repairs.  They should just send a replacement phone and I can send them the defective one.



Regards,

****** ***** 

Business Response:

Samsung cannot provide resolution to this matter without the return of the product for evaluation.

To receive service a new Service Ticket will need to be processed.

Please contact Samsung Customer Support at ************** for assistance.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: I'm not sure how to respond to this.  We sent the phone in again for repair and the phone now seems to be working.  But if history repeats itself, the phone will fail in a few days.  Also, there appears to be new scratches to the side of the phone and the screen.  For now the phone seems to be working; we'll live with the scratches. But boy, what customer service! Let's hope the phone continues to work.


Regards,

****** *****

5/6/2016 Guarantee/Warranty Issues
5/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a TV during promotional period which included a free TV after rebate. All paperwork have been submitted for over 8 weeks and still nothing! call every week and they say sorry..sorry.. etc.... their only response is to call back every day and check up on it!! have already spoken with supervisors, etc... they just don't honor their promotions/ rebate offers.

Desired Settlement: do what you're supposed to do!

Business Response:

Samsung has contacted ********** regarding the customer’s concerns. As per ********** the email address provided ******************** does not show any registrations or submissions in any ********** promotions. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you  

Consumer Response:

Complaint: ********

I am rejecting this response because:
PL contacted me regarding rebate. However, PL is not the department handling rebate related to my case. Nothing was accomplished, as usual!!!!


Regards,

**** ***********

Business Response:

Upon further review of the customer’s file, the customer has been contacted and a new code was received today. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

5/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company is fulfilling a promotion along with PRiceLogic. They advertised that for each Samsung Galaxy S7 phone purchased during the promotion period, the customer would receive a Samsung Gear VR 3D virtual reality headset. Samsung has shipped quite a few of these VRs to stores and wireless carriers to be handed out when people bought in store, but for online purchased the people had to file a claim with **********. Seems that Samsung and ********** dropped the ball as my claim submission was approved and at some point showed shipped and on route (no tracking number provided), but claim has changed to fulfillment pending. Some customers will have long wait times before they get their VRs. Samsung seems to have these in stock for immediate shipment if bought, but not enough to send to what was promised to customers who bought phones. I filed my fulfillment claim on march 16th with **********, and on March 18th they had changed the terms stating that some customers who bought or filed after the 18th would be entitled to a Samsung giftcard worth $100 or wait a long time for the VRs. Since I filed before the change of terms, I am expecting the promised addition to my order, namely Gear VR sets, in a timely manner which I have not received and have no idea when I will receive. I have also requested a change to the gift card as I do not want to wait a long time to have this shipped, but was denied. It is false advertisement to say something and change the terms in the middle of it.

Desired Settlement: I would to have the Samsung Gear VRs delivered (2 of them as I bought 2 Samsung Galaxy S7s) ASAP, or the order be exchanged for $100 Samsung gift cards that I can use at the Samsung store.

Business Response:

Samsung has contacted ********** regarding the customer’s concerns. As per **********, the customer is currently approved for 2VR headsets and was sent 2 Netflix codes. The customer was informed the VR shipments are sent via FedEx and tracking numbers will be emailed once available. ********** has not heard from the customer since informing them of the information. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

What Samsung is saying is true that I seem to be approved for 2 VRs, and I did get two Netflix codes, but the complaint is not about that.  Saying that ********** has not heard from me is not true.  I have sent them numerous messages and they have come back with the same response, so there is really nothing that I can do or say to resolve this.  It is all on them.  Samsung is putting the blame on someone else which does not make sense.  My claim submission for the Samsung advertisement has changed from approved and shipment pending to approved and shipment is out to the customer to back to approved and pending.  Does not make sense.  Samsung states in their advertisement that there are 300000 available VRs for this promotion, so they should have had them ready to ship if they advertise.  Samsung has them for sale on their website for immediate shipment (of course they ship if you give them extra money), but they do not have any to ship to an advertised promotion.  The way I and everybody else sees it, the sale consisted of a Galaxy S7 phone along with a Gear VR and a Netflix code during the promotion period not buy phone now receive something else in 6 months.  The money I spent for each phone included all these mentioned in the previous sentence, so I am expecting to get the advertised items in a timely manner.  People that went and bought items at local stores got their VRs on the spot.  It is false advertisement saying that you will get something but later changed the terms to say that you will get it but it will be significantly delayed, it might be in the summer as they put it, yep they took my money and they have these in stock to ship immediately in their store.  Also, changing the terms and giving some customers with significant delays a choice between this item of a $100 gift card, a choice that I was not offered even though there are significant delays in my case as well, and it seems that they refuse to offer when asked in lieu of waiting for however many months to receive an item that should have been provided at the sale time.

This is not a way of conducting business, and was expecting the item within a timely manner such as allow a couple of weeks for shipment after the sale. 




Regards,

******* *******

Business Response:

As per the terms and conditions, there are delays in delivery due to overwhelming success of the promotion, which was much higher than 300,000 submissions. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

5/6/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
5/6/2016 Problems with Product/Service
5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint against Samsung.com for denying return of defective TV, I would like a prompt solution to this matter. I’m including all interactions since originally placing order with www.samsung.com . Please contact me with resolution at **************** or at my cell phone ************. Original Order #**********1 Date Order: 3/15/16 Delivery Date: 3/23/16 Amount Paid 870.99 Log of all interactions with Samsung Customer Service: 3-15-16 - Purchased TV via samsung.com 3-23-16 - Received TV 3-30-16 - Installed TV and noticed a defect on the screen. 4-02-16 - Called SAMSUNG customer service to report issue with TV, light in dark areas. I requested an exchange the TV then was advised they were going to open a case and they will respond within a few days. Customer Service requested copy of receipt and pictures and I sent them according to their requests to: ******************** per agent request. (Ticket# **********). 4-8-16 - Received E-mail confirmation from a customer service to set an appointment for 4/11/16 "which I did not request" (**********). But figured that was their process for the exchange or return. 4-11-16 - Precision Television, Inc. came to see the TV and advised that the TV panel needed to be replaced. 4-13-16 - Update from Precision Television, INC. was to deny replacement of defective part. I requested an exchange or return not to fix the defective product. 4-13-16 - Called SAMSUNG Customer Service to request a return for a defective TV. I was told that there was no problem from Agent Devante. Took all of my information and told me that I was going to get an E-Mail with instructions to return the TV within 24 hrs. (Phone call lasted close to an hour) 4-15-16 - Called SAMSUNG Customer Service to get an update since I did not receive an E-Mail as promised based on call on 4-13. I was told that the return was denied due to having a service call on the TV and SAMSUNG 30 Day return policy states that once a service is requested.

Desired Settlement: I request a return of product and refund for the full amount paid.

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, the customer has been contacted, approved return and shipping. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung Galaxy Note 4 verizon phone that I use with Straight Talk. It is under a year warranty. After going through online support with Samsung they issued a repair ticket. I sent it in, being without it for two weeks. They sent it back still with the same issue but worse. The phone overheats, quickly drains battery and reacts negatively to the SD card. Unable to store to SD card despite different cards used. I literally BURNT myself trying to remove the SD card...was on the phone with Samsung Support when it happened. This was less than 20 minutes after receiving it back from Samsung repair. I have gone through three support tickets through chat, calling, etc. Each time supposed to receive a call back and the call never comes. I have gone through about 18 hours of online and phone support without this being resolved. I am constantly lied to, left hanging, etc. NO ONE should have to go through this from a top name manufacturer. I tried to get an RMA to send it in for repair and they won't even issue me that as they have to wait for Office of President to handle it who does not return the several calls and emails....marked urgent and even flagged. They don't even pick up the phone when I'm transferred to them. I have spent 45 minutes on hold a couple of times as well and eventually forced to hang up because they refuse to answer during business hours. They refuse to replace this defective phone which was defective upon purchase.

Desired Settlement: I want the phone replaced with a new, fully functional Verizon unlocked Samsung Note 6 (**************) that can be used with StraightTalk. Plus the fast charge wireless system. BOTH with a FULL TWO YEAR manufacturer and accidental warranty for labor and parts and shipping. Before I just wanted it fixed, they didn't do it. Now after all the run around and injury, etc. I want this to show that Samsung is truly sorry for what they have allowed their customer to incur and that they are going to stand behind their product. I am positive that not a single one of the people on their corporate ladder would have had to endure what I did to try to get my phone repaired that was defective upon purchase. They would not have tolerated or had to endure the hours and hours of tech calls, non responses, and terrible service. Had I only called FIVE TIMES to get things resolved, non issue...would just want a repair. I have had to CONTACT THEM MORE THAN 12 times & be without my phone.

Business Response: We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Per review of your account history the phone was previously shipped to Samsung due to the fact the phone could not store pictures to the SD card.  There were no other symptoms described.  Our technicians evaluated this issue and determined there was no trouble found.

If you claim is that additional issues are present, battery drain and overheating, we will require the product be returned to Samsung for evaluation purposes as per warranty. Samsung cannot guarantee the return of a replacement device.

A UPS premailer has been requested and will be delivered to your home for retrieval of the phone.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:  There is no way they could have missed the issue of the SD card not working as it was sent in that way and it was returned that way.  While it may "assign" photos to the sd card, when you go to take a picture it immediately says it cannot go there (my own words).  And it immediately got super hot to the point of burning me and draining the battery.  This was IMMEDIATELY out of the box upon return.  It is obvious that sending in to them for repair is useless.  All they did was remove the ballistic screen cover, wipe it down and perhaps update the s/w settings whatever that is.  There was glue inside my phone to the left...some type of sticky stuff which I cleaned up.

I received a box today with a ground shipping label which also means I will be without my phone even longer than before.  Last time I sent it in, they did a 2 day and not ground.  It has yet another ticket number.  This one is the fifth ticket number.  I have called, I have contacted tech support online via chat, even spoke with them yet again today and guess what...was put on hold and left there.  No, this is absolutely NOT a satisfactory solution.



Regards,

******* ********* 

Business Response:

Samsung cannot provide resolution to this matter without the return of the product for evaluation.

To receive service a new Service Ticket will need to be processed.

Please contact Samsung Customer Support at ************** *or assistance.

Thank you

5/5/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service
5/5/2016 Problems with Product/Service
5/4/2016 Advertising/Sales Issues
5/4/2016 Problems with Product/Service
5/4/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Samsung's Electric Dryer is defective and broken in 3 months! It can not be fixed even after change the part and two service appointments. Samsung's after sale service is the worst and cancelled and rescheduled the service appointments for 3 times and still want to reschedule the appointment. I was told to wait at home for 4 business days and the machine is still broken! Very disappointed to Samsung's product and service! Need return and full refund ASAP! Haul away the dryer and stop causing damage to my wood floor and wall any more!

Desired Settlement: Haul away the Samsung dryer at Samsung's own expense and issue me the full refund ASAP!

Business Response:

Samsung has contacted the customer regarding their Dryer. The customer has been advised that in order for the technician to service, the stackable washer and dry must be accessible for repair (unstacked). The customer disagreed, became upset and hung up on the Samsung Representative. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

Consumer Response: Samsung lied about the issue to BBB.   Samsung can't fix the only 3-month new dryer, after first service on 4/14, the technician accessed the dryer, took off the top cover and front cover, and changed the sensor/communication part, but the dryer still doesn't heat, and then Samsung service team kept rescheduling and cancelling the service appointment.  After BBB contacted Samsung, now Samsung Office of president blamed on 4/27 that  their technician can't access the machine.   
 
The fact is that their technician ******* ******* (************) from Service Quick accessed the machine, took off the top cover and front cover and changed the sensor/communication part on 4/14, but unfortunately the dryer still doesn't heat.  Then Samsung's service vendor Service Quick kept rescheduling and cancelling service appointments. 
 
I was told by Samsung Service Quick  to stay at home for 4 business days on 4/14, 4/15, 4/18, and 4/19, and now more than 2 weeks past since I requested service on 4/12, the dryer still doesn't work.  I have to request full refund since the dryer is defective and was broken in only 3 months and Samsung failed to deliver service again and again.   I can't afford to deal with Samsung any more, they already cost me 4-business days income, which is much higher then the dryer price.  And now Samsung even lied about the issue!  I am very disappointed and I should never trust Samsung.  I need full refund ASAP. 

Business Response:

Upon further review of the customer’s file, the customer was advised that she would have to proceed with service due to the warranty is a service warranty. The customer was advised that the warranty advises the customer that the unit has to be accessible for the repair meaning unstacked.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********. Thank you

5/4/2016 Problems with Product/Service
5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a refrigerator from Samsung through Lowes in Atlanta Georgia. In less than a year the system failed. samsung could not get a technician out for over a week. That person could not fix the system and they needed to send someone else out. That took another week for the tech to come out. He tried for 4 hours to fix the system. 3 of the 4 systems had failed and it could not be repaired. All the food in the refrigerator was destroyed and our family was left without a refrigerator for over a month while they tired to figure out if it was going to be replaced or refunded. It took 43 hours on the phone with them trying to get compensation. They finally refunded the purchase prices but refused to refund the $700 worth of food. They offered a courtesy of $200 which doesn't come close to the food expenses let along the 43 hours spent on the phone with them and the family having to eat out for over a month. It was the worst customer service experience I have ever had. Their product destroyed $700 worth of our food and they refuse to make it right. What is our recourse at this point?

Desired Settlement: I think the company should apologize to us and compensate for the lost food and possibly my time and expenses caused by a failure in their product.

Business Response:

Samsung has contacted the customer regarding their Refrigerator. Samsung’s warranty does not cover food spoilage. The customer was offered $200 food compensation but the customer denied the offer. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response:
Complaint: ********
I am rejecting this response because: Samsung did not contact us, we contacted them - we had to call SEVERAL times.  We spent over 43 hours on the phone with them trying to get this resolved.  They offered us $200 of the documented $700 of food that was destroyed.  After talking to several different levels of support we were told that was the best they would even in light of the total failure of their product.  We said we would take the $200 but let them know we did not consider it acceptable compensation for the loss and trouble.  We have still yet to receive the money.



Regards,

****** *********

Business Response:

Upon further review of the customer’s file, the customer has been sent an email regarding her return. The return is being process under transaction # **********. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * ***********  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: i have been told they were processing this before and then decided to say we declined the offer - which we never did (they later recanted after "further review".  I will accept the response when i actually receive payment.  I still believe this minimal payment does not come close to compensating for our losses.  The company had every chance to try and provide excellent customer service for a total failure of their product that caused months of inconveniences and expenses.  They claim that customer service is a priority yet we had to spend hours chasing them down just to get compensation for a fraction of our losses.



Regards,

****** *********

5/3/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted the required information for a free Samsung VR Headset as part of a promotion for the new Samung S7 phone, the submission was submitted on 3/9, approved on 3/22. Their email on 3/22 states I'm supposed to receive tracking information on or around 4/1, it is now 4/15 and have received nothing. Also, they have yet to reply to my email request via their website, I've sent two requests for information concerning the whereabouts of my item and heard nothing back. Please note, the device is supposed to come with 6 free games which are supposed to be downloaded by 4/20, this coming Wednesday. It appears the device will not arrive by then and thus, the downloads will be lost.

Desired Settlement: I need item shipped ASAP and the free game downloads which are included

Business Response:

As per Prizelogic Mr. ******’s ship date of 4/01 was an estimate as displayed by the status checker and email sent.  Once tracking information is available another email will be sent.  Oculus downloads will be extended for consumers who do not have their VR”s by the expiration date, this will be tracked by IMEI.  We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

It is now the 18th and nothing has been received from prizelogic, no tracking and or shipping email has been received.

Regards,

****** ******

Business Response:

Upon further review of the customer’s file, the customer was emailed the tracking number on 4/18. The email was sent to the email address registered, the tracking number is ***************. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

The item was received only after I submitted a separate complaint against Prizelogic, the company that fulfills and sends out the headsets. I was able to reach an Adam Rubin on their end, he had the item reshipped to me after the initial shipment was refused by mistake, the shipper name was not recognized and refused back by mistake. I received it yesterday and there is a six game bundle missing, this is part of the promotion. I've emailed Oculus, the software company, numerous times. The rep, Brie, is claiming I am not entitled to the bundle as I am now with ATT. She was previously provided phone information such as IMEI number, Mac address, phone model, etc. She then turned around and stated I am not supposed to get bundle due to different carrier, I was previously with Verizon.  This was not stated in promotion, I need this bundle sent to my Oculus account, ****************** to resolve this.

Regards,

****** ******

5/3/2016 Delivery Issues
5/3/2016 Problems with Product/Service
5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1 year ago, I received a replacement Samsung tv for my samsung tv due to a heat crack. After speaking with samsung, they agreed to send out a used replacement, which I found unfair due to my tv being only a little over a year old. They did offer a brand new replacement of higher grade also for the amount of $150. At that point I still thought having to pay for it was unfair. She stated that the replacement would be in good working condition and if at anytime that something went wrong with my replacement that she would honor the $150 for the New tv. Well here it is a year later and the picture completely went out and no sound. I have called samsung and received no response. I would like the promise to be kept and would like the tv, that I should have got in the first place instead of an older tv from the original one I had purchased.

Desired Settlement: I would like the Samsung tv promised to me for $150 (brand new) if something was to happen to the replacement.

Business Response:

Samsung has contacted the customer regarding their Television. The customer has been set up for an exchange under transaction * **********. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case***********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: The exchange refund department is not complying with sending the replacement. I made it clear that I no longer had the previous tv due to it not working. So now they will not ship my replacement. I am beyond livid, have spent numerous time calling in and getting no where. The number provided to call the "office of the president" says all managers are unavailable and to leave a message, which I did and received no response. I would like my replacement that was promised and to be done with this! 




Regards,

***** *****

Consumer Response:
Complaint: ********
I am rejecting this response because: I was NEVER told by the representative that I had to keep and give back the defected television. I was told the phone conversations where recorded, with that said Samsung needs to listen to them. As I stated, I it was a replacement and we agreed on that. I do not appreciate being told I misunderstood. I know exactly what I was and was not told. This is horrible customer service. I am very upset about how I am being talked to and treated. Samsung has pretty much called me a liar and said I basically can not comprehend what is being said to me. 



Regards,

***** *****

Business Response:

Upon further review of the customer’s file, the customer has been informed correctly and was explained in order to receive an exchange (replacement); she would have to hold onto the defective Television. The customer has disposed of the television, voiding out the agreement. The $175 is due to the OOW not for the television exchange. Without the Television in the customer’s possession, there will be no accommodations. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

5/3/2016 Advertising/Sales Issues
5/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Samsung Note 5 from Amazon via the Samsung Store IMEI( ******************) and while at work I took my phone out of my pocket and found it not to be working. I took it to a phone store where the told me the screen below the glass had cracked while in my pocket. This phone was never dropped doesn't even have a scratch. When I called samsung 4 or 5 times 3 out of the 5 times I called they refused to help me. 3 times samsung hung up on me after asking for a manager.

Desired Settlement: I want samsung to send me out a new phone or replace the screen. PLEASE I paid almost 700 for the phone.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

The phone purchased via Amazon, ***************, is not a U.S. manufactured device.  For this reason the U.S. Samsung Standard Limited Warranty is void.  Please refer to warranty where it stated "Product used or purchased outside the United States" is not covered.

Under these circumstances Samsung must refer you to the seller for possible resolution.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
  1 samsung made the phone no matter where is was bought from. 2 Why wont samsung even let me get it repaired at samsung in the US? Please tell me where it is from and where I can get it repaired.


Regards,

****** ********

Business Response:

Samsung phones manufactured for international use are not manufactured with the same parts as a U.S. model phone.  Samsung USA does not carry parts for international devices, nor is the US warranty valid for international products.

Each Samsung subsidiary will only provide service to residence of that country.  The item cannot be shipped internationally for repair due to the fact the item will be rejected and returned because of location.  The only course of action for resolution is to contact the seller directly.

Thank you


5/3/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a Samsung Galaxy S6 ACTIVE. Per the salesman AND the Samsung advertisements, this phone is meat for a "rugged" lifestyle. Ads clearly show the phone being dropped, and falling down a flight of stairs unharmed. last week my phone fell two feet. TWO FEET. and now will not turn on or work. I contacted Samsung customer service and was told that they would not cover damages because their warranty's did not cover that kind of damage, while their advertisements clearly show worse treatment that mine has been through by far. I spoke with a tech on the phone and was given claim number **********. I was then placed on hold for TWO HOURS waiting for a "level 2 tech" that never answered. I hung up and called back and was told that 1.) I have to speak to a level 2 tech and 2.) they had no idea how long it would take to talk to one. The rep was not helpful at all, and only put me on hold again for another hour, again with no answer by a "level 2 tech". My husband and I have been avid Samsung supporters for the last 6 years. None of our prior Samsung devices broke so easily. The only reason we opted to get new phones was to have the active, under the appearance that they were more durable. Samsung is refusing to help pay for or replace the phone. It appears that the phone was advertised as something it clearly is not.

Desired Settlement: I would like a refund for this device, as it is no longer functional at all. At minimum, Samsung needs to pay for the repairs and improve their non existent customer service. This phone was falsely advertised as being durable.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung warranty it clearly stated that physical damage is not covered.  Although the product may be manufactured with a durable exterior Samsung cannot speculate at what point of impact may cause damage to the product.

Samsung can offer to evaluate the device in order to determine a resolution for this matter.  We have requested a UPS Premailer, empty box, be delivered to your home Monday for retrieval of the device.  If you wish to accept evaluation place the phone in the box and return it via your local UPS store.  Once evaluated a resolution regarding repair will be made.  Outside of this offer we would have to refer you to your service provider for possible resolution.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

this phone was advertised as being able to withstand a 4 foot drop, and falling down stairs. I have attached links to both of those ads. I have no problem sending you the product if you are going to fix it. But I'm not sending it to you to "diagnose" so you can bill me for something that should not have broken, and close my complaint. 

****************************


****************************

Regards,

**** ********

Business Response:

To provide resolution to this matter the phone must first be evaluated.  Samsung cannot confirm repair services until the unit has been inspected.

Please use the UPS Premailer requested to return the product for service.

Thank you


5/3/2016 Problems with Product/Service
5/2/2016 Problems with Product/Service
5/2/2016 Problems with Product/Service
5/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've had my Note 4 for about 7 months, recently the sound stop working. It won't ring, I can't listen to music or watch videos. I don't get notifications. I took it to my local Best Buy where I purchased it & spoke with a Samsung rep who said my internal speaker isn't working. He stated that my phone is in excellent shape & I shouldn't be having these issue. He told me to contact Samsung & they would replace my phone since the troubleshooting & hard reset didn't work & they would replace my phone. He even told me that once I receive my new phone for me to bring it back to him to set it up. I contact Samsung on 4-19-16 & was told they wouldn't replace my phone that I need to contact my phone carrieror I would have to send my phone to them. I explained that a Samsung employee clearly stated that my phone would be replaced & I don't have an extra phone to use.. I'm tired of the run around & this is a manufacture issue not a service issue. I just want what was stated that I would receive. All my phones that I ever had has been a Samsung but now I'm seriously considering switching to Apple.

Desired Settlement: I want my phone replaced. When I purchased this phone I was under the impression that it was a new phone. So why am I having these manufacturer issues on a product I've had less than a year?

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service. Samsung as a courtesy will evaluate your product and determine the appropriate resolution to the issue. Unfortunately, Samsung does not provide immediate replacement of a phone. We do apologize if this information was provided in error.  If you have registered for Protection Plus service then replacement may be authorized based on the guidelines of this program. If registered please contact ************** for assistance.

Additionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicing.  In some cases, they may send out a replacement phone and the defective phone is sent back to them in return.  For more details on a possible exchange, please contact your service provider.

To continue with evaluation of your product please contact Samsung Customer Support at **************.  If you are in need of a device during repair we would advise contacting your local service provider for possible loaner availability.

Thank you

5/2/2016 Problems with Product/Service
5/2/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed this on 2/20/2016, and after my product being back order several times I canceled my order on 3/12/2016. Even though I canceled the order on 3/12/2016 they shipped and billed my credit card on file on 3/30/2016. On 3/31/2016 I was told by Samsung they would request FedEx returns the item to them. However from FedEx I found they were still shipping the item to me at 9AM on 4/4/2016, so I called Samsung that told me they spoke to FedEx and the item would not be delivered to me and would be shipped back to Samsung at 10 AM. However it was delivered to me at 1:42 PM drop off without signature. Samsung is still withholding my $432.00 despite the fact I canceled my order 18 days before it was shipped.

Desired Settlement: 1. Samsung apologizes to me 2. Samsung refunds my money they stole from bank account 3. Samsung representive comes and picks up their unopened product from my house without me having to drive around to ship. 4. Samsung pays me a handling fee of $20.00 5. Samsung improves their customer service to the high level Apple offers, so other customers don't have to experience the worst customer service in the world!

Business Response:

Samsung has contacted E-Commerce regarding their concerns; the customer has been refunded and compensated with a $50 off his next purchase reward. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

5/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Samsung phone VIA VERIZON last month. Build computers, so am qualified to fix my own peripheral most of the time; however, this Samsung S5 runs CONSTANTLY Disabled background MEDIA (Unsecure) and there's NO WAY to TURN OFF. C'd company (via Verizon transfer), automated CREATES ACCOUNT FOR NUMBER CALLED WITHOUT CONSUMER'S KNOWLEDGE AND/OR APPROVAL! THEN, says ALL calls will be taped (again without customer's approval) AND will get a Survey call! GROSS VIOLATION OF PERSONAL PRIVACY! NOW my information is stored with a company I WILL NOT BE HAVING COMMUNICATIONS WITH ANY LONGER (getting rid of phone). This HAS to be a LEGAL violation

Desired Settlement: VERIFIED EMAIL from company that my phone number (dummy account) is REMOVED AND will NOT be created AGAIN (God forbid I EVER 'ACCIDENTLY' buy a tablet from them!)

Business Response: We appreciate your correspondence and allowing Samsung the opportunity to review your claim.
 
We will forward your feedback along to the appropriate parties for further review and consideration of your feedback.

Thank you

5/2/2016 Problems with Product/Service
5/2/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Samsung PRO 850 1TB Solid State drive from B&H Photo Video at the end of August 2015 (less than 8 months ago). Recent diagnostics run at an Apple Store revealed the hard drive is failing already. B&H told me I have to contact Samsung because the product is under the manufacturer's warranty, but no longer under the store warranty. The only option Samsung will offer is to pay to mail the obviously defective unit to a repair location where they will try to fix it. Since the original unit was defective, though, it is likely that refurbishing it will only delay problems further down the road. The repair is likely to take 7 business days. They will not guarantee that my data will be safe, so to continue to get use out of this brand new hard drive, I have to buy a second hard drive to back up my data and find a way to work without my computer for a week. A hard drive is not a blender, but an integral part of my work. The fact that I must now invest additional money, hop scotch my data back and forth between an external drive and whatever unit they choose to send back to me (they claim it is their right to send me a refurbished one instead of a new one in its place if they cannot fix it) is a terrible practice. I have not been allowed to speak with any manager or higher division of customer service, even though I have explicitly asked to do so. I have been offered to alternative strategy to remedy this nightmare.

Desired Settlement: A hard drive is not an impersonal or peripheral appliance. It holds sensitive and personal data. Since the mechanism Samsung produced to hold this data is failing, I would like a replacement sent to me to migrate my data without sending it to a repair facility where unidentified workers will have access to its contents. Fixing this hardware will also likely destroy some of the data, for which they say that cannot be responsible. The only reasonable solution is a new replacement (not a refurbished unit. hard drives have a set life span), sent prior to repairing the old one so I can preserve my data and securely delete it myself before sending it back at no additional cost to me. This is the only solution that protects my information and my data, while acknowledging that Samsung's poor workmanship in this case is to blame. The trouble I will have to go through in migrating three quarters of a TB of data should be inconvenience enough.

Business Response:

Samsung has contacted the Product Support Department regarding the customer’s concerns. As per Product Support, we are not responsible for any data loss. The department does cover shipping in and out for SSD service, please contact ************* then 1? 6?1 for direct SSD service. Once we receive the unit, conduct testing and based on the result we will send the replacement. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

5/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our family purchased a washer Model ************** on 02/08/14. The washer recently started making loud noises. We called for a tech and the tech said the problem is with the Damper and that Samsung had a type of recall/replacement because there were lots of problems with this Damper. The tech said Samsung should replace the part at no charge. However, when it was called in Samsung said the replace part was for older models, even though it is the same part that they have had problems with. They will not replace the part, however, said we can purchase it for $300.

Desired Settlement: The washer needs to be fixed

Business Response:

Samsung has contacted the customer regarding their Washing Machine. A Samsung Representative has offered a one-time FOC Repair and the customer accepted (transaction * **********. The parts requested by the technician have been ordered and the customer will be notified once it arrives. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

5/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Samsung Electric Range and I had it for about seven months when the glass top on the electric range cracked. I called Samsung customer service and they told me that they would send out a technician to inspect it and see if it could be fixed. They also asked me to send in pictures, which I did. I waited about three days and they told me they would not cover it and I had to pay for the repair, even though the technician never came out to inspect the electric range like I was told and the glass top shattered due to faulty materials.

Desired Settlement: I would just like a technician to come out and repair the glass top that should still be covered under the warranty until July of this year, 2016. An electric range of this caliber should not be breaking seven months into owning it.

Business Response:

Samsung has contacted the customer regarding their Oven. The customer has been offered a one-time FOC Repair and he has accepted (transaction # **********). We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

5/2/2016 Problems with Product/Service
4/30/2016 Problems with Product/Service
4/30/2016 Problems with Product/Service | Complaint Details Unavailable
4/30/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/29/2016 Guarantee/Warranty Issues
4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service
4/29/2016 Problems with Product/Service | Complaint Details Unavailable
4/29/2016 Problems with Product/Service
4/28/2016 Problems with Product/Service
4/28/2016 Problems with Product/Service
4/28/2016 Problems with Product/Service | Complaint Details Unavailable
4/28/2016 Problems with Product/Service | Complaint Details Unavailable
4/28/2016 Problems with Product/Service
4/28/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new tablet, sealed in the box, from **** *** on 4-10-2016. Purchased accessories that required the device to remain off until 4-11-16. On 4-11 I caught a plane to Alaska from Utah. I followed the on screen prompts to set up the tablet which automatically downloaded apps from google play. On 4-11-16 at about 9 pm Alaska time the device stopped working. I contacted samsung, they told me to charge the device. I plugged in the device and went to sleep on 4-12-16 I could not get the device to work. I called samsung they sent me a return ticket to send it in. I sent it in and on 4-20-16 Samsung notified me they rejected the warranty due to software called "rooted" on the device and they will not honor the warranty. All items downloaded were through the initial set up process from Samsung. The repair cost is half the cost of a new device. Samsung is not honoring their setup process and not repairing a unit that was less than 24 hours old.

Desired Settlement: Refund of cost to repair unit under warranty. $191.48

Business Response:

Samsung has contacted the customer regarding their Tablet. The customer has been approved for a refund and the customer has accepted (under transaction # **********). We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****

4/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During June, 2015 I purchased the newest Samsung washer and dryer products on the market. I was told by the salesman that these products involved new technology and were considered excellent products. They are not working well. I am only able to wash 1 sheet at a time. The sheet becomes very twisted and traps other laundry within. I must stop the cycle and untangle the laundry. With the dryer, the sheet is also very twisted and wrinkled requiring ironing. I have never had this problem with previous washers and dryers and heretofore always could wash 2 sheets at a time. I have tried to get service from Samsung but on 2 occasions I have explained the problems only to get transferred and later the call is dropped. I went in to ******* (where I purchased them) and they offered to contact Samsung for me. I have never received a call back. Washer: Model ***********/2 Serial *************** Dryer: Model ***********/A2 Serial *************** My 1 (one) year warranty expired in June, 2016.

Desired Settlement: I want both products either repaired or replaced.

Business Response:

Samsung has contacted the customer regarding their Washing Machine. The customer is being set up for repair with a technician. The customer will be contacted by the technician for scheduling. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that a technician sent out to repair the washing machine and dryer is satisfactory to me.  Jasmine, the Samsung representative who contacted me, had reservations regarding whether this repair would result in any improvement in operations.  I will wait and see. 

Regards,

********* ******

4/26/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung tv from **** *** and have had issues getting the tv to work. I have opened several service request with Samsung to try and repair with no results. Samsung refuses to send someone out to repair the tv. They want to continue to troubleshoot in an attempt to push past warranty so they don't have to pay for repair. I have begged them to send someone out and they will not do it. I continue to speak to individuals who are offshore that don't understand what is needed to repair. The tv no longer shows a picture at all now and again they refuse to send someone out or even send me to a supervisor.

Desired Settlement: Just give me a working product. Simple.

Business Response:

Samsung has contacted the customer regarding their Television. The customer has accepted a one time warranty extension. The SEA will be Covering Parts and Labor. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

4/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I place an order with Samsung on 3/7/16 for two cell phone covers. Before placing the order I checked with them via chat and phone if there were any discounts available and was told there was not. After placing the order I received two emails informing me of a 30% discount for registering two phones. When questioning this I was told I would need to reorder the cases separately in order to receive the discounts. This would mean having to pay shipping twice and delaying the order from their stated “ships in 7 to 10 business days”. I contacted Samsung 3/21/16 wondering why I had not received shipping confirmation. I was told the dates on the website were not “live” and may change. The order should ship on 3/23/16. After still not receiving confirmation I contacted them on 3/25/16 and told they were back ordered (their website still stated “ships in 7 to 10 business days”). I finally received one of the covers on 3/30/16 and was told the other would be in on 4/4/16 and ship 1 to 3 days later. I have contacted Samsung numerous time by chat, phone and email about this issue and to date I have not received the second cover being told it is back ordered with no eta. According to there website I should have received this cover weeks ago. Please note, I only received information from Samsung when I contacted them. At no time did I receive notice from them the Item was back ordered.

Desired Settlement: I would like Samsung to correctly advertise their products and honor their shipping promises. I would like my second cover immediately. I would also like the discount applied to my credit card (30%=$12.00) since I inquired about this discount when placing the order and was told there was none, and then was offered the discount after the fact. The discount is the least they could do for the misleading information and my inconvenience.

Business Response:

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, the customer has been contacted and credited. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *********  On 4/25/16 I received the second cover from my order placed on 3/7/16.  I also received a phone call on 4/25/16 and an email today (4/26/16) stating I would receive a $12.00 refund.  This outcome is satisfactory.  However, I do believe Samsung should review their website policy to accurately reflect shipping times for their products.  They should also establish a policy to notify customers if there is any delays or issues with an order after it is placed.

Regards,
*** ** ***

4/26/2016 Problems with Product/Service
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4/25/2016 Problems with Product/Service
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4/22/2016 Guarantee/Warranty Issues
4/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung Flagship TV of 2015 JS9500 was marketed as a TV which can be upgraded year over year with new One Connect Box. This one connect box was to give the customer the option to upgrade the TV hardware (other than the panel) so that the TV doesn't become obsolete in 2-3 years. Samsung charged a heavy premium for the TV and I bought Samsung Flagship at considerably high cost based on this feature. However Samsung has dropped the promise of one connect box in the very next year i.e 2016. I consider this as deceptive practice from Samsung. Samsung JS9500 was also advertised as a Full skype TV with camera and microphone. Skype support is being dropped next month without any real alternative. JS9500 had a heavy premium price in part due to full skype support.

Desired Settlement: The reason why I bought this very expensive TV is found to be wrong/fraudulent practice by Samsung. I believe the solution is for Samsung to buy back the TV.

Business Response:

Samsung has contacted the customer regarding their Television. A Samsung Representative explained the differences between the one connect box and the evolution kit. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

The response from Samsung is false and factually incorrect. When Samsung Rep called me I explained to him about the information I have from media that Samsung will not be coming up with a new One Connect box upgrade for this year. The rep told that it's wrong info and they are going to have updated box. I asked him to confirm this via an email. (I knew he was lying, but was late for a meeting). They haven't given me that confirmation yet.

I have a video from Samsung head of Displays confirming there is no hardware upgrade this year. ***************************

 

If you look at the 2016 models Samsung has dropped the idea of Evolution kit and One connect boxes. As the customer knows at the time of buying the TV that his/her TV will be obsolete in a year, Samsung has stopped charging heavy premium. The flagship of 2016 is debuting at 4500USD, while 2015(with one connect box) it debuted at 6000 USD. (That was my original purchase price).

I reject this response from Samsung and believe Samsung not just did wrong sales practice while selling the TV, but is also providing false info via BBB


Regards,

***** ************

4/22/2016 Problems with Product/Service
4/22/2016 Problems with Product/Service
4/22/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/22/2016 Problems with Product/Service
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4/22/2016 Advertising/Sales Issues
4/21/2016 Problems with Product/Service
4/21/2016 Problems with Product/Service
4/21/2016 Problems with Product/Service
4/21/2016 Advertising/Sales Issues
4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My new samsung Dryer is in great shape except for the peeling of the thermal paint on the inner front rim. I have pictures that show the uneven paint application as well as the peeled spots on the metal. Every day that goes by more of the paint peels and gets caught with the clothes. I am very concerned that my children's clothes are capturing the residual pieces and rubbing on their skin. My intent was to purchase the best washer and dryer available by Samsung so that we can be worry free for a long time as our family continues to grow. At this point this is the most disappointing appliance i've ever purchased as I was not expecting any problems so soon. I can provide pictures if necessary. At the same time i still have not received any contact through the standard Samsung support line as indicated in my multiple attempts. This should be reviewed by executive management as well since i've made every attempt to follow the proper channels. Also to note, the model is very new so it was not available as a selection from the Samsung support website. I've been in contact with Samsung support since October 2015 but they have yet to contact me by phone with any assistance. I've expressed by concerns various times as the thermal paint within the dryer is flaking out and getting worse. Something like this should be dealt with quickly to avoid any clothing damage or even worse skin contact. I have tracked my various conversations with Samsung support. My original transaction form: ********** Email response ID: ********** Email response ID: ********** Email response ID: ********** Email response ID: ********** Email response ID: ********** Email response from ******* ******** requesting additional information 3 email attempts from me to ******* ******** to acknowledge the information requested

Desired Settlement: Simply to repair or replace this brand new Dryer

Business Response:

Samsung has attempted to contact the customer regarding their concerns with the dryer.  Pictures have been requested so that we may be able to better assist. Please forward the pictures to ************************  Once the pictures have been received we will be able to look into the matter. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# *********3.  Thank you

Consumer Response: Samsung has finally settled to refund my Dryer in response to my originally claim. I would like to update the complaint i filed with the BBB and note it as closed and the customer is satisfied.

Thank you for your assistance

4/19/2016 Problems with Product/Service
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4/19/2016 Guarantee/Warranty Issues
4/18/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a glass top range from Samsung in December 2015. We accidently left a small pan that boiled dry on the burner of this stove. When we took the pan off the stove we heard a crack and noticed that the top had a crack clear across it. We called the local store where we purchased this stove and they said we needed to contact Samsung to have it fixed. After calling Samsung, they sent out a local company (***** *******) to come take a look at it. The technician that was here took pictures and sent them in to Samsung and they were to determine if it was a defective burner. This technician led me to believe that it looked to him like a flaw in the top and said that we would should get it covered by the warranty. It was quite a shock to us that this overheating would result in total damage to the entire range top in the first place! We then got a call a couple of days later from this service company saying that they were sorry to report that it was not covered by the warranty. There was nothing left to do but order a new top at a cost of over $300! Wow - a simple overheating costing that much? We did get the extended five-year warranty on this appliance and really regret it now. Why pay the extra money for insurance when they won't cover our claim.

Desired Settlement: We feel that this overheating of the pan should not have resulted in a total ruination of the stove top. The pan was not that damaged and is useable - there was no smoke from this overheating and it wasn't on the burner that long either. What is a warranty for anyway?

Business Response:

Samsung has attempted to contact the customer’s E-mail address that is on file, unfortunately the E-mail is undeliverable. An email was sent to the customer advised that their unit has been determined to be cosmetic damage by the Samsung product support team. Warranty is void when there is any physical or cosmetic damage per the Limited Warranty.   The customer will be contacted via telephone number ************.We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:  The company that took the picture and ultimately replaced the cooktop sent me this invoice stating that there was a flaw in that cooktop that caused it to crack - not from customer misuse.  We did NOT drop anything on that cooktop.  When I would clean that cooktop I could see something under the surface that could not be cleaned off.  Apparently that was that 'air pocket'.   Samsung - you need to back up your products.



Regards,

****** *****

Business Response:

Unfortunately their unit has been determined to be cosmetic damage by the Samsung product support team. Warranty is void when there is any physical or cosmetic damage per the Limited Warranty.   The customer will be contacted via telephone number ************.We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

4/18/2016 Guarantee/Warranty Issues
4/18/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service | Complaint Details Unavailable
4/18/2016 Guarantee/Warranty Issues
4/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a new printer exchange and called technical support for help with setup. I spoke with a guy named Tommy and he helped a little bit of the setup, but did not help me with setting up fax page and firmware. I then asked to speak to his supervisor and he hung up on me. I called back and I got the same guy so I asked for the supervisor again and he hung up the second time. He was extremely rude.

Desired Settlement: I would like somebody to call me who is knowledgeable about firmware update and put in my business name on the fax page.

Business Response:

Samsung has contacted the customer regarding their printer. The customer was contacted and explained why the customer was having issues. The customer’s printer doesn’t support cover page with his model and the time stamp function for faxing is inbound only. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.Thank you

4/18/2016 Problems with Product/Service
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4/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 25,2015 I **** ******* ordered a Samsung 4k UHD Series Smart TV 60''in. Model #************** on Samsung.com for $899.99. The TV was delivered to my home about a week later. My home was getting renovated for the past 2 months and the TV stayed in the box till renovation was done so it would not get damaged. I opened the box after the renovation was done. Only the TV and the stand were in the box. There was no hardware, no remote, no power cord, and no instructions. Nothing in the box to make the TV work. I called Samsung twice to try to resolve this issue and try to get the items that they forgot to put in the box, that I alredy paid for. Samsung continues to give me this excuse that if I did not check in my box within 30 days of the purchase that they will not send me my missing items that I already paid for. Samsung continues to tell me that I need to purchase these items again. I am not responsible for Samsung mistakes. I should not have to purchase these items again, knowing that I already paid for these items once.

Desired Settlement: I want Samsung to send me the rest of my parts that I paid for. The items are, remote control, power cord & any other cords that are missing to the TV, Instructions, and the hardware. If we can not come to this outcome I want a Refund for the TV. The TV was $899.99 with Tax I paid $953.99. I want the entire amount so I may take my business somewhere else.

Business Response:

As per Samsung E-Commerce, Ms. ******* received the Television in November. She is outside the 30 day policy. E-Commerce does not have the parts she is requesting. This would need to be handled by technical support. We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
There should be no reason for me to pay again for the parts that I paid for already and did not receive. How was I supposed to know about their 30 day policy? If Samsung made a mistake and forgot to put parts in the package, they should be responsible for giving the missing parts to me.  


Regards,

**** *******

4/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a Samsung Smartcam HD Outdoor Camera 03/28/2015 at **** *** in **. Cost was $244.36. Product was used in attic, conditions much less harsh than an outdoor location. Product failed while under warranty. Product was sent, per Samsung's instructions, to Samsung Techwin authorized repair in February of 2016. Shipping cost to me was $10.54. Camera was returned to me, worked for about 4 days, then stopped worked again. Telephoned Samsung. They are set up at customer service to waste customers' time. After being on hold for 20 minutes, reached a person, who put me on hold for another 10, pretended my name and service order number could not be located in the system, then informed me I would have to send the product back in for service a second time. Went so far as to say that Samsung can continue to re-elect to "repair" camera rather than replace it or refund it, presumably an infinite number of times, before the one year warranty expires. In my opinion, this is no warranty at all. It is a policy set up to defraud consumers by a company that does not stand by its products. No consumer is going to be willing to keep throwing good money after bad for shipping a camera several times for repair while Samsung pretends to repair it. Not to mention the time spent installing and re-installing a supposedly repaired camera. When I asked to speak with a manager, I was put on hold again for another 10 minutes. I also asked for an address to which I could send a registered letter; I was told the manager would tell me. After another 20 minutes on hold, I became convinced that Samsung has no intention of honoring its warranty and that the process is set up to discourage customers from getting help with Samsung products. I hung up after 50 minutes on the phone; no manager ever surfaced.

Desired Settlement: I am requesting a complete refund of the purchase price of the camera, plus the cost of my shipping the camera for service. These costs are $244.36 plus $10.54. This was clearly a defective product, and Samsung already had its chance to replace it with a working one. It is outrageous to place the cost and time burdens on the customer to have to endlessly ship and reship a product for repairs that are ineffective. In my opinion, Samsung's conduct negates their warranty--this is not a warranty at all when, in order to claim under it, a consumer must be willing to spend a small fortune in money and a large fortune in time shipping a defective product in for pretend repairs, over and over again. In my opinion, this is a fraud, plain and simple. I will not be purchasing any Samsung products ever again.

Business Response:

Samsung has contacted the customer regarding their concerns with the camera.  Mr. ***** has been offered and has accepted a refund and is aware once all paperwork is received his buy back will be processed.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

Samsung has had ALL DOCUMENTS it needed to reimburse me since January. As of today, Samsung representative pretended she did not have model number, serial number, both of which were verified by Samsung reps several times. Also, continues to ask for proof of purchase and proof of my shipping costs, both of which have been documented in Samsung's system several times, both on the internet and by telephone. Company just continues to stall. I do not accept the response because I don't have the reimbursement yet. Once I have a check from Samsung that does not bounce at the bank, I will be happy to accept the response. But they have been stalling at every turn and have already wasted hours and hours of my time. Today I forwarded an email from Samsung authorized repair to the rep at Samsung HQ who is handling the BBB complaint. Seriously? Samsung should know what Samsung is doing. The entire system is set up to frustrate customers at every turn. Fool me once, shame on you. Fool me twice, shame on me. We are on the fourth or fifth go-round here. I will believe that Samsung intends to reimburse me fully only after Samsung has reimbursed me fully.



Regards,

******** *****

Business Response:

Upon further review of Mr. ***** concerns his request was forwarded to the department that handles security camera refunds.  The agent requested the model and serial, but did speak to the correct department regarding Mr. *****’s claim and was advised he would be getting a refund.   Please provide the model and serial number so that we may update your file on our end.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

I HAVE PREVIOUSLY PROVIDED THE MODEL NUMBER AND SERIAL NUMBER TO SAMSUNG SEVERAL TIMES. THEY ARE STALLING. THEY PROMISED A REFUND OF THE PRICE OF THE CAMERA AND THE SHIPPING COSTS. I PROVIDED THE MODEL NUMBER AND SERIAL NUMBER ON SEVERAL OCCASIONS TO SEVERAL DIFFERENT REPS, VIA PHONE, EMAIL, AND HAVE ALSO PROVIDED COPIES OF RECEIPTS. THEY HAVE THE MODEL NUMBER AND SERIAL NUMBER ONE HUNDRED TIMES OVER.



Regards,

******** *****

4/15/2016 Problems with Product/Service
4/15/2016 Problems with Product/Service | Complaint Details Unavailable
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4/12/2016 Advertising/Sales Issues
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4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new washing machine in January, 2016. The machine has never worked. The unit either gets stuck in the first cycle or continues and floods the floor. Samsung has been to our house 3 times to fix the unit and has still failed to do so. Now on the 4th request to come fix the washing machine that has NEVER done 1 single load without flooding or breaking, we are being told they have for the last 3 weeks been "deciding" if it is now covered under warranty. In the meantime I still have no washing machine. I have done ZERO loads of laundry at my house with a washer I bought over 2 months ago.

Desired Settlement: All I want is to be able to wash clothes at my house. I don't care if it's a new washer, or a repair that finally works. I just don't want to have to schedule time 2 times a week to leave to wash clotes

Business Response:

Good Afternoon Mr. ********,

Thank you for contacting Samsung Electronics., your feedback is very important to us. We apologize for the issues that you have been having with your unit and the inconvenience this has caused. In your complaint you stated that you have had 3 repairs, do you have any service ticket numbers as when your email or phone number is entered there is no information on the unit.  Can you provide that so that we may look into any possible accommodation.  If the unit was not repaired through Samsung can you provide the workorders? You may email them to *********************

Thank you for your time and patience

Consumer Response:
Complaint: ********

I am rejecting this response because:

The response was a request for more information. I have emailed them the requested information to the email they provided. I would like to keep this open until such time they review the requested information and provide a new response.  Thank you, ******* ******** 

Regards,

******* ********

4/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased 2 s7 phones and were to receive 2 free gear watches. When we sent in the rebate, we were told we were not elidgable because we are a business or we did not order online. This was a mistake. We are not a business and we did order online, which makes us elidgable for the watches. I have reached out a number of times to samsung and their rebate processor prize logic and either they are unavailable, tell me they can't resolve the issue or respond with canned responses via email which makes it clear they have not read the email. Those documents are here: *******************************************************************

Desired Settlement: Please kindly send us two gear watches

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim

Your claim has been forwarded to Prize Logic for additional review and consideration of your rebate. Direct contact will be provided concerning your claim once reviewed.

Thank you   

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

Multiple documented responses frome prize logic show no ability to even address that there is an issue. As prize logic has been unable to respond, we are asking Samsung to step in and resolve the issue.

ifthe
Regards,

****** ********

Business Response:

Samsung received confirmation from Prize Logic as of 4/4/16 stating you were contacted directly and this issue was resolved.  Prize Logic explained that you were misinformed and were indeed scheduled to receive the Gear S2s.

Thank you


Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

****** ********

4/12/2016 Advertising/Sales Issues
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4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are now on our second $400 Samsung Blu-Ray home theater system that has failed us after only just a few short months of use. The model is HT-J550W. We bought our first one in early 2015 and within 4-5 months, the subwoofer completely stopped working along with a couple of the other speakers. After spending a lot of time working with Samsung tech support, they finally determined the unit was bad and needed to be replaced, so they shipped us a replacement. We just hooked up this replacement and started using it this past November and now, in late March, the EXACT same thing has happened to this unit. Today, the subwoofer stopped working as well as the center speaker. I just wasted 2 hours on the phone with so-called "tech support," who was totally useless. I have tried different speaker wires, plugging the speakers into different ports on the back of the receiver, but the subwoofer and center speaker are TOTALLY dead. This is insane. This is a $400 unit and it should last WAY more than a few months!!! Neither of these units lasted us even 6 months!!! Seeing as this is now the second unit that has gone bad in less than a year, we demand an immediate replacement.

Desired Settlement: Send us a replacement immediately, and we do NOT want this same model. We have now had TWO of these and they both failed within a few months of hooking them up for the first time. We demand the next model up, and it must have wireless rear speakers like this one. If you fail to comply, we will be contacting the Attorney General.

Business Response:

Samsung has contacted the customer regarding their Home Theater. A Samsung representative left a message. Unfortunately we have not heard from the customer; please have the customer contact us at ********************.com so we may assist. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

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4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Samsung 4K TV is not properly displaying 4K content. We called Samsung customer service on 2/3/2016 to receive assistance. After 2 hours of trouble shooting, the tech tried to convince us that even though it was not displaying 4K, it still looked good. We asked for a supervisor and were put on hold. After an hour on hold, they hung up on us. We called on 2/4/2016 again. The tech told us we did not have a 4K TV, which is incorrect. He then told us we need to update our software but was not sure and transfer us to his supervisor. We told him he could not put us on hold, since we already went through the same process and was on hold for hours the day before. He put us on mute, checking in every 5 mins. We were waiting for another hour till he said his supervisor could speak to us and gave us the transaction number. But the transfer never took place and we were put on hold. We have been on hold for 2 5 hours, waiting to talk to a supervisor. We called on another line, and when asked to talk to a supervisor, they put us on hold and hung up. We will be cancelling all the new appliances we purchased from Samsung for our new kitchen since the customer service is terrible.

Desired Settlement: It is unclear as to why the TV is no displaying 4K and the support for samsung is terrible. At this point, we would like a refund of the TV, the cost it was to mount the TV, and for Samsung to pay for our phone bill, which would account for 600 minutes on the phone with Samsung, 4 of those hours wasted on being on hold.

Business Response:

Samsung has contacted the customer regarding their concerns with their television.  Customer was offered a free of charge repair in which she accepted.  Customer has been contacted by the service center and is scheduled for the repair.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

The Samsung 3rd party technician (company: ********* ******* * ******* ***) attempted to troubleshoot the issue on 2/18/2016. Unfortunately, the technician was unable to resolve the matter and was not able to determine the root cause of the issue.  At this point, we would like a full refund for the television as of the main features of the tv, displaying 4k resolution, is not working as advertised.  

Regards,

***** *****

Business Response:

The agent that assisted this customer reached out to the service center, they advised her that the unit is working as it should(within specifications).  At this time there will be no accommodations.

Thank you,

Alicia L

4/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Samsung 3D Blu-ray ************* Home Theater System 12/15/2015, 2 Weeks Later Unable To Turn Blue Ray On/Off, Or Open/Close The DVD Draw. Started Contact With Samsung Tech Support 1st Week In January! They 1st Diagnosed As A Remote Control Issue, Several Calls Later Tech Support Determined It Was The Blu-ray DVD Player Inability To Receive The Remote Control Signal. Had Several Dialogues Up Until January 20, When Samsung Sent Blue-ray Player Return Shipping Label To Samsung Repair At *** In ****** *** ******! Between 1st Week Of January And January 20th I Purchased Another Remote To Verify/Identify Faulty! Samsung Also Sent Me A Remote On January 21st, That’s 3 Remotes! My 3D Blu-ray ************* Unit Was Received By *** Approx. 5 Business Days Later. *** Called Left No Message Regarding Purpose Of Call, I Returned Call 5 Times No Answer Or Message Service A Call Drops Slightly After 1 Min And 36 Seconds. Received Email From *****  Of *** On January 28th Regarding The Nature Of The Issue. Responded 4X On January 28 Last Two Was To Confirm Receipt Of My Email, Sent 4 Emails On January 29th Describing The Problem Again, Last To Confirm Receipt Again No Response. *** Completed Service Logged 1/29/2016; I Noticed Item Repaired Was Another Remote Control, Not Repair Of Main Units Signal Reader. Received My 3D Blu-ray ************* Approximately 3 Business Days Later, Opened The Refurbished Box, Another Remote Control Thrown In Box. When I Unwrapped My BRAND NEW Blu-ray I Noticed Scratches On The Top Surface Small Nicks On The Sides And A Hard Dry Gummy Substance In The Center Of The Blue Ray. Techie Friends And I Believe A Compound Fell On The Blue Ray And Workstation Tried To Wipe It Off Leaving The Scratches! Blue Ray Was Brand New Mint Condition When I Sent It To Samsung; Plugged It In Checked Repair, Still Doesn’t Work Tested All 4 Remotes None Of Them Worked! Was Told Samsung Was Not Responsible For Damage, Denied Damage Despite Pic I Sent They Have Removed Them-Selves From Accountability Want To Pass Damage Off To ***. 4 Days Later Still Waiting For Supervisor Call, For Return Label To Send My Damaged And Defective Product Back! Seriously Irate For Treatment Lack Of Company Responsibility And Poor Services Rendered By Samsung And Their Help Team. BRAND NEW!

Desired Settlement: Exchange The Item Or Repair It And Send Me A Credit To Purchase A New 3D Blu-ray **********

Business Response:

Samsung has contacted the customer regarding their concerns with their home theater. The agent reached out to Mr. ******* regarding the repair.   She was inquiring if the unit has been repaired successfully. We are waiting on the customers response.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: I responded back to Samsung on February 9th two days after receiving contact from Jahala S from the Office Of The President!  I have not received any further contact except this one, I was waiting until tomorrow to contact, with the anticipation that the delay in response was due to resolution and sending me a new product!  Attached is copy/paste word document of the e-mail from Jahala S and my response.  Their seems to be so many missing parts to how Samsung operates as a company, I'm amazed!



Regards,

************   *******

Business Response:

Upon further review of Mr. *******s claim our system is showing that his unit has been set up for repair under transaction #**********.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to claim #**********.Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

In less than 50 years we've gone from “the customer is all ways right”, to trivializing consumers! I stated several times previously this has absolutely nothing to do with money, and totally about the principle of accepting a damaged product, or one in less than the perfect condition it was sent to *** via Samsung Repair!  Since I along with my concerns have been repeatedly ignored, I am requesting Better Business Bureaus intercession.  In the form of a strong request for Samsung to send me posthaste the link, web site, some means or method to purchase an identical brand new Samsung ************* 3d Blu-ray MINUS THE SPEAKERS I do not need to purchase an entire home theater system. I cannot and will not trust anyone who ignores, crosses, or belittles my personal boundaries and ethics.  I would like to receive this information and my new 3d Blu-ray by the end of next week, certainly before I receive the repaired damaged one, I will pay for same day delivery, next day if that is not available!  I really hope that this can be settled without any further delay or lack to my satisfaction!

 

Regards,

************ *******

Business Response:

Upon further review of Mr. *******s concerns and as per the service ticket notes. The unit was shipped back to the customer un-repaired as there was no defect found.  There will be no accommodations. We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case #**********. Thank you

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Additional Notes

Complaint: The watch bands that come with the Samsung Gear s2 are cheaply made and tear off to easily. I've owned this product for approximately 5 months and both bands provided with the watch broke off of at the piece that snaps in. This takes forever to get these little pieces out afterwards, to the point i scratched my watch while trying to get it out. This is ridiculous and this shouldn't happened to a 300+ dollar watch.

Desired Settlement: I Just want a couple of replacement bands even though i nicked my watch in the process.

Business Response:

Customer will be contacted with our actions regarding this issue and a resolution will be forthcoming.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* i don't see a resolution yet. Its already been 4 days without my watch this is crazy.

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3/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased four Samsung UN40J5200AFXZA televisions through ***** in fall 2015 for the school where I am employed, which were delivered in undamaged boxes in October 2015. I kept the TVs stored securely in their boxes until arrangements were made to mount them on classroom walls in early December. During installation, one of the televisions was found to be damaged from the box to the extent it was unusable. A string of internal cracks was found, preventing the television from displaying content properly. Based on my assessment of the cracks, as well as the external condition of the television, packaging, and boxes, I felt the crack was caused by a manufacturing defect. It appeared to me the internal screen glass may have undergone thermal expansion beyond where the glass was able to move, causing a sizable bulge on the left side of the screen which led to the cracks running across the screen. I contacted Samsung regarding the damaged product on December 11, 2015. On December 14, I received an email informing me my unit needed to be repaired. It also instructed me to call their 1-800-SAMSUNG hotline and that they would be closing the ticket. I followed up via phone on the next day and created a new ticket, submitting requested photos and a receipt. After some communication, Samsung concluded that the damage was a result of physical or shipping damage, and therefore not covered under warranty. However, when I asked how they concluded this despite the fact that there was no damage to the outer parts of the television or any of the packaging, I received no explanation. A technician came to make a second assessment. He took a few pictures and quickly concluded it was physical damage without providing any real explanation. I elevated my plea to Samsung's executive customer relations, only to be told again they would not cover the damage. I cannot accept the designation of physical damage as an excuse for avoiding warranty repair on the defective TV.

Desired Settlement: I am asking for the TV damage to be considered as occurring due to manufacturing defect, therefore having the TV repaired or replaced without further cost to me.

Business Response:

Samsung has contacted the customer regarding the customer’s concerns with their television. The unit has been deemed physical damage.  Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: I have yet to receive any explanation of how the damage to the television is physical damage. Not only this, in the email I received from Samsung, I was accused of concealed damage. The damage was found inside the television when it was first removed from the undamaged box with the intent of being installed. There is no indication of damage found on the exterior of the television or in any of the packaging, but simply a large bulge and subsequent crack from inside. I cannot even begin to think what I could even do to the television to cause this kind of damage. Also, given the history of complaints seen on this and other websites dating back to 2010, a repeated issue of thermal expansion has been seen, which seems to more than explain the type of bulge and consequent growth of cracks.

I'm attaching some of the pictures I sent to Samsung as a reference; I wish I could show more, but the system won't allow it.

Regards,

**** ******

Business Response:

Upon further review of the customer’s case as stated in our previous response the unit was deemed physical damage.   Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

Complaint: ********

I would really appreciate an explanation or a line of reasoning from Samsung as to how they determined my damage to be physical damage. In my previous complaints, I have outlined the fact that there was no damage to the packaging, verified by photographic proof. I have declared that the damage was discovered immediately upon the removal of the television from the box. I have also declared that the cracking pattern seems to have started by some type of expansion underneath the monitor's plastic coating that caused a bulge and stress. This is supported as well by photographic evidence showing no other signs of damage like scratches or dents that would have occurred as a result of dropping, hitting, or crushing the television.

All I have received from Samsung is general declarations of physical damage with no explanation. Nobody has explained to me how the type of damage I have received can be caused by some type of physical impact. Therefore, it appears to me as a simple effort to avoid warranty obligations, since physical damage is clearly not covered.

Until I receive some type of logical explanation regarding this damage, I cannot accept a business response as a resolution. Let me also restate that I am simply looking for free repair or replacement as a resolution.


Regards,

**** ******

Business Response:

Upon further review of Mr ******s concern about his television(model#UN40J5200AFXZA). We would like to offer to cover the cost of the parts for the repair as a onetime courtesy only and Mr. ****** will be responsible for the labor charges. Please reach out to Alicia at *********************** and she will assist in setting up the repair.  Please understand this is a onetime courtesy as physical damage is not something that we normally cover.   We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case number ********** . Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

In this latest response, I have not received what I have requested - namely, an explanation of how my damage fits into the category of physical damage. Instead, it has been assumed in this offer that the damage is still a result of physical impact. I maintain that this damage is a result of defective materials, and have stated my logic and reasons to support this claim in previous correspondence. Therefore I still seek my simple, warranty-guaranteed request of repair or replacement at no additional cost to me.

For this reason, I will not accept this offer.

Regards,

**** ******

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Additional Notes

Complaint: Dear Samsung, RE:Order #*********** I ordered a Samsung Gear S2 with an E promotion gift card valued at $200. Samsung sent an email UPS was delivering watch and apparently your company switched the package to FEDEX and I wasn't notified. After 2nd attempt I had no idea FEDEX was delivering watch. I attempted to contact FEDEX and was told Samsung would not allow package to be held. Advised FEDEX that wouldn't be home during day hours. Samsung also holds reliablity as well as your agency didn't advise of shipping procedures. I was told by another rep they would reissue promo code for another $200 gift card and then your manager *** today said that's not true. Now the watch is $300 and I also bought it at $249. As an owner of Samsung Gear fit, Galaxy 4,5,6 and the Note 5 this is unacceptable. I even just signed up with Direct TV to purchase another promo for the Samsung View. I also own Samsung TVs and not a happy customer now. All i want is my watch and feel like I should be compensated for my inconvience. Attached is a screenshot of email from samsung stating they would reissue gift card. *** advised me she couldn't help me and this office was the next step. Thanks, LaShawn Potts All I want is my product and never wanted to cancel order. I want the watch price matched to $249 and my $200 gift card back and for my inconvience you all should just waive the $57 I already paid for my inconvience. This is not how I expect to be treated my Samsung as I value your products but not customer service.

Desired Settlement: Refund my $200 E gift card or send me the watch free for all of my inconvenience. If you send the gift card back I also want watch price matched at $249 as the price went back up to $300 after dealing with your customer service department over and over with no solution.

Business Response:

As per Samsung E-commerce division Ms. ***** has been contacted and a follow up email was sent.  A replacement code was provided for the one that was lost on the order that was not delivered and also includes the price match for the additional order.  The new order was delivered on 3/07.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

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Additional Notes

Complaint: I was promised by Samsung a $200 gift card if i start using their Samsung Pay credit card system on my brand new S6 edge +. Not only that, but i had to load one of my cards that works with it on there. After filling out the application and doing all the forms i received nothing. The promotion was about to expire so i contacted them through email they told me "it might be because it was already used or activated before" how does it get used on my brand new phone without my permission let a lone why would they advertise it in store if i don't qualify? Not fair, i was promised those $200 and that is what i based my purchase on. it also seems like this happened to other people too and i am not the only one.

Desired Settlement: I would like to get the promised $200 gift Samsung card as promised to me.

Business Response: Inquiry has been received and forwarded to the proper point of contact for handling.  Customer will be contacted for assistance and resolution. 

Consumer Response:
Complaint: ********

I have not received any contact from Samsung except for this message, which says they will contact me. I am still waiting for any contact.


Regards,

****** *****

Business Response: Customer has been provided with appropriate resolution.

Consumer Response:

Complaint: ********

I am rejecting this response because:

I am rejecting this because Samsung is RIDICULOUS! I was suppose to get the $200 promotion on January
1st as this expires on March 15th. I got an email on March 2nd with a $200 certificate but i have to use it by March 15th as that's when it expires. 

I would like to reason with you here. After arguing with Samsung about my reward submission for several weeks now and finally filling a complaint against you with the BBB, you send me the certificate to be used before March 15th. Do you realize what day you sent that? do you realize that I should have received this certificate on January 1st? 

Samsung's unethical business practice of pushing the customer, me, around until i have to file a complaint to receive what i was promised is astonishing. To add insult to injury, you don't even give me 4 weeks, not 3 week and not even a mere 2 weeks to decide on what i would like to use my certificate for. This leads me to believe, that Samsung have done this with the sole purpose of making me miss the deadline, which is the equivalent of not having received the certificate to begin with.

it's not only troublesome the way Samsung's business practices are but it is also worrisome about the direction Samsung as a company and their different divisions are going based on what i had to go through.

I responded back to the person that sent me the certificate, but just like Samsung, she didn't care or let alone respond to my email.

I hope you take my concerns into consideration, prove me wrong and remedy the situation by either extending the certificate expiration date, or creating another viable solution that doesn't require compromise on my part.



Regards,

****** *****

Business Response: codes have been extended until 3/31.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

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Additional Notes

Complaint: I have a ********** Samsung Television. For the past few months I have been experiencing light bleeding issues in the lower center/right portion of the screen. I contacted Samsung regarding the issue and went through troubleshooting. After doing the troubleshooting steps, the Samsung agent recommended I request a service repair. An agent working with/for Samsung came to my house on Friday, 1/15/16. WIthin minutes, the agent confirmed their is an issue with the panel of the television and would request a new one to be sent in so that he could replace it. Monday, 1/18/16 I received a call from Samsung saying they have declined my request for a new panel as it is "within specs of the tv". In the warranty it states they will fix any manufacture defects which this is, and was confirmed by the agent sent to my house. Samsung is unwilling to fix my issue or honor their warranty for this product.

Desired Settlement: I would like my television fixed, replaced, or my money refunded in a timely matter.

Business Response:

Samsung has contacted the customer regarding their concerns with their Television panel. Samsung has been informed by the customer that the panel is being shipped. Customer is scheduled for his repair on 2/04. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********. Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

********* Television has come out to replace the panel. The new panel now has blue specs on it, and the same issue persists. I would like to know if it is possible to get my money back and return this TV. I have already spent a month dealing with customer service and have gotten no where, in fact now the issue is worse! 


Regards,

********* ***

Business Response:

Upon further review Mr. *** has been contacted today and a voicemail was left offering a buyback  for the television. We are awaiting the customer’s response.   We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to claim # **********. Thank you

Thank you,

Alicia L.

3/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My tv developed a small crack which turned into a large black bar along the right side of the television and I've only had tv for four months and Samsung sent a tech out and he sent pictures and they deemed it physical damage and now they won't cover the warranty

Desired Settlement: I just want my tv fixed and an apology for them having the worst customer service I ever experienced

Business Response:

Samsung has contacted the customer regarding their concerns with their television.  Mr. ******* file history has been reviewed and the damages to the unit have been determined to be physical damage.  We do apologize as at this time there will be no accommodations.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:it was not physical damage and idk how they can tell just by photos 



Regards,

***** *******

Business Response:

Upon further review of the customers concerns an agent has reached out to Mr. ******* and he was advised there will be no accommodations due to physical damage.  Mr. ******* stated he did not damage the unit and he will be throwing it away and has since purchased a new television.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case #**********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

I spent 2000 on this tv and another 1800 on another I would like reimbursed in some way from this billion dollar business for faulty equipment

Regards,

***** *******

Business Response:

Upon further review of  Mr. *******’ concerns, we do apologize as there will be no accommodations.   The unit has been deemed physical damage.  Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility.   We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to claim # **********. Thank you

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Additional Notes

Complaint: I purchased a Samsung clothes dryer on September 19, 2014. The warranty is out of course. The motor went out. Our household consist of two people so it is not over used. We paid $600.00 now the price to replace motor is $400.00. Very disappointed is quality of product.

Desired Settlement: A new replacement dryer.

Business Response:

Samsung has contacted the customer regarding their concerns with their dryer. The agent reached out to Mr. ******** regarding getting a bill of sale for the unit.   We are waiting on the customers response.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: 

Samsung told me I had to pay for service call from Samsung dealer. I have already paid $79 for service repair man to tell me the problem. I like the dyer...will not buy anymore Samsung products. 

Regards,

*** ********

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Additional Notes

Complaint: I ordered a phone from Samsung Electronics America.com on 12/18/15. I paid them $377.99 through *** ***. I got an order confirmation #***********. Then on 12/21/15, i got an email that the product was on back order. I was in contact by phone and by email with Samsung Customer Service repeatedly over the next 4 weeks. Finally, on 1/25/16, I notified the rep to cancel the order. She replied- "As noted from your email below, I will go ahead and send in a cancellation request............ Cancellation requests can take 1-3 business days to process at the warehouse. You will be emailed with the final results once it has processed completely. I apologize that your expectations have not been met." I NEVER got a cancellation verification and NEVER got a refund. I made several more phone calls and sent several more emails.... NOTHING. On 2/6/16, I called Customer Service again, and was on the phone for over and hour speaking with the rep and finally a supervisor- Jaylin. She said that there had been a "big processing error at the fulfillment center" and "the cancellation has not been approved." She told me that she could only contact the fulfillment center via email and that that once the cancellation was processed, i would get a refund. Today, 2/9/16, I received another email stating that the product is on BACK ORDER! I called Customer Service AGAIN TODAY. The rep was said the "order log" indicated that on 2/8/16, a rep @ ******* ***** ******* "received the order." The notation DID NOT INDICATE THAT THE ORDER HAD BEEN CANCELLED! I requested to speak with a supervisor to follow up further on my cancellation request. The rep said that he had spoken with several supervisors and that NONE OF THE SUPERVISORS WOULD GET ON THE PHONE. He suggested that I call back Friday! I WANT MY ORDER CANCELLED IMMEDIATELY. I WANT MY REFUND IMMEDIATELY. This has been a terrible and horrendous experience with this company.

Desired Settlement: I WANT MY ORDER CANCELLED IMMEDIATELY. I WANT MY REFUND IMMEDIATELY. I want a person of authority within the company first of all to RESOLVE THIS REQUEST, then to call me and EXPLAIN IN DETAIL what went wrong and to APOLOGIZE TO ME for this debacle. Also, I would like someone within the company (someone who can actually DO SOMETHING about it) to investigate and correct their appalling customer service system; which cannot or will not do ANYTHING TO CORRECT EVEN A SIMPLE PROBLEM.

Business Response:

As per Samsung E-commerce there was a cancellation request submitted for Ms. ***********’s  order on 01/25.  The ****** charged will be reversed.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

THE SITUATION IS NOT RESOLVED!

On 1/25/16, Your company rep told me that this cancellation/refund process would take 1-3 business days.

IT HAS BEEN OVER 2 WEEKS and it is still not processed? WHY? WHY? WHY?

You are still telling me it WILL happen?

I need to know WHEN the cancellation is actually finalized.

And I need to know WHEN the refund is actually issued. WHEN? WHEN? WHEN?

And your platitude, ".....sorry for any inconvenience the customer experienced...." REALLY?


Regards,


******* ***********

3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: . I purchased a brand new Samsung fridge recently. I was very excited because, as you know, I'm very loyal to the Samsung brand. It matches my TV, blu ray player, oven, microwave, and washer/dryer set. You can imagine my dismay when the ice dispenser wouldn't function upon delivery. I called Samsung support, who dispatched a repairman. He told me it was a "****** design" and that it would never work better. Again, dismay, so I called Samsung again and asked for a different repair company. The second repair company told me to simply exchange the fridge because it was so new. I did. The new one came and the ice dispenser worked much better. I was, again, pleased with my Samsung product. Until today. Today, I came home from a lovely weekend away with my wife to find a pool of water on the floor. It seems the freezer, which still read -2F, had stopped working. All of our food, including a number of meals we'd prepared ahead of our incoming baby, was ruined. We've had the new fridge for less than 30 days. It is the second we've gotten in the last two months. Both were defective.

Desired Settlement: This is my proposal. Samsung will send a new fridge. This time, they'll send one that works. In the fridge, will be a refund of the purchase price and $500 for groceries. You can make this a gift card for ****** *****, *******, ******* or ******, I don't want to be too demanding. If you want to include a 78" 4K 3D TV also, that doesn't seem like too much to ask.

Business Response:

Samsung has contacted the customer regarding his concerns with his Refrigerator. The customer has contacted ****** to replace his Refrigerator before Samsung could repair the Refrigerator. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

The customer service person assigned disconnected my phone call abruptly after telling me they refused to stand by their products. I've included pictures of the hundreds of dollars in food we lost due to Samsung's negligence.


Regards,

***** ******

Business Response:

Upon further review of Mr. ******s  claim, his unit was replaced directly through ******.  Mr. ****** was advised there will be no accommodation for food loss due to the fact that refrigerator was exchanged through the store and we have no completed repairs on file.   We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to claim#**********. Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
At no point will them offering zero reparations be acceptable. 


Regards,

***** ******

3/9/2016 Advertising/Sales Issues
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Additional Notes

Complaint: SAMSUNG SOLD PROJECTION TV'S BEFORE & AFTER 2009 & FOUND THAT THEY HAD A DEFECTIVE DLP CHIP & THEY FIX THE TV'S WHEN CONSUMERS COMPLAINED & THEY DID IT UNTIL FEB, 2014. THE DEFECTIVE CHIP CREATES WHITE DOTS ON TV & EVENTUALLY THE PICTURE BECOMES FUZZY. I BOUGHT MY 73" TV IN NOV. 2009. MODEL # ********. MY COMPLAINT IS THAT THEY NEVER RECALLED OR INFORMED ME OF THE PROBLEM BEFORE FEB. 2014. NOW THAT I HAVE THE SAME WHITE DOT PROBLEM THEY REFUSED TO FIX IT. I HAD NO RECOURSE BUT TO CONTACT YOU FOR HELP

Desired Settlement: SAMSUNG TO REPLACE THE DEFECTIVE DLP CHIP AT THEIR EXPENSE.

Business Response:

Samsung has contacted the customer regarding their concerns with their Television. Customer was requesting free of charge repair for white dot issue. At this time there will be no accommodations.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

SAMSUNG KNEW THAT THEIR DLP CHIP WAS DEFECTIVE ON OR BEFORE NOV. 2009 ,BUT THEY NEVER RECALLED OR NOTIFIED CUSTOMERS ABOUT THE BAD CHIP.

THEY ARBITRARILY CHOSE FEB. 14 AS THE LAST DATE FOR FIXING THE PROBLEM, BUT NEVER NOTIFIED ME ABOUT THIS DATE. HOWEVER MY PROBLEM SHOWED UP LATE

IN 2015. TOTALLY UNFAIR. PLEASE HELP.

THANKS,

******** *********




Regards,

******** ********

Business Response:

Upon further review Samsung has contacted the customer regarding her concerns with their television. Samsung has offered to repair this unit free of charge for “white dot” issue only. If the issue is not related to the white dots the customer is aware that they will be responsible for the charges.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.Thank you

3/9/2016 Problems with Product/Service | Complaint Details Unavailable
3/9/2016 Problems with Product/Service
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Additional Notes

Complaint: My washer started to pop an error code 3E on 12-19-2015. I contacted Samsung support to tell them about my problem and learned that only a certified Samsung repair man could look at my washer or it would void the warranty, if it was the drive motor that was faulty. *** repair came out and looked at the washer and misdiagnosed as a clutch problem....not Samsung's fault. I waited for days for Samsung to find repair man and I actually went to ***** myself to set up this appointment. This happened on 12-30-15. After many exchanges with Samsung's support due to the fact that I would be lied to, they couldn't find anybody to work on my washer because *** repair no longer has contract with Samsung to fix their products due to staffing. Samsung was in charge of finding repair people, not me. They found two companies in ******* and ****** ****, but after waiting two days for each location to decline to fix my washer, I was back to square one again. I called Samsung and I ended up buying an extended warranty thru ********...which is set-up thru Samsung. They told me hat since nobody could find a repair man to look at my washer I could call *** back out. They came back out and determined that it was a drive motor that went bad....just like I said a month ago(1-20-15). They came back out with new motor, installed it and guess what its still broke....gear box is broke....another $327 to fix. I have spent $662 repairing a $800 plus washer and this thing isn't even four years old. Even the repair guy thinks I deserve a new washer. I left out a bunch of stuff do to the simple fact I don't have anymore room or time to waste. It's been 42 days since I have had a washer..... I challenge anybody at Samsung to try that and see how you feel....frustrating!

Desired Settlement: I just want a functional washer. I shouldn't have to wait 42 days and counting to resolve this issue. I believe if Samsung really cared they would see how many times I have called and complained to try to get this resolved a long time ago.

Business Response:

Upon review of the of the customer’s file the customer has been there will be no accommodations at this time. Customer’s Washer Machine is out of warranty. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:  Samsung needs to be responsible for their lack of company communication between the customer and the certified repair people and not backing up the product that they sell.  Maybe they should tell customers their product only last 3.5 years and how much of a hassle it is to try to get somebody to work on their product.  I did everything Samsung asked me to do and then some!.....I spent my time and money on service calls to get the washer fixed but its still broke....sorry I guess the gear boxes go out all of the time!  If somebody from Samsung would actually take the time and look and listen to all the calls that I have placed, and see that this is not a good business practice, maybe they would see my point of view instead of counting their millions.  Samsung ask yourself how practical it would be for your company to rebuild your factories every 3-4 years?  Somehow I think your response might be different.......welcome to my shoes.



Regards,

***** *****

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Additional Notes

Complaint: I bought a Samsung Galaxy Tab A. When I scroll through webpages wuth the Chrome browser that came preinstalled on the device, it will refresh the page, thereby removing all of my data in webforms. Chrome calls the "feature" "pull-to-refresh." I e-mailed Samsung about this issue. Their response was to perform a system restore. What good will that do? The feature will still be there. I replied to Samsung's e-mail, but it bounced!

Desired Settlement: Tell me how to disable pull-to-restore.

Business Response:

Samsung has reviewed Mr. ********** claims regarding his Galaxy Tab A.  The App that Mr. ********s is referring to is an Android App feature and it is working as it should.  An example of what is happening is something like when you are on your smart phone and you pull the page down and it automatically refreshes.  There is nothing that can be done about that. Mr. ******** may contact Google to submit his suggestion.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday .Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

1. "Working as it should" makes web browsing impossible, especially if you're using a web form.

2. If it's "working as it should," why would Samsung tell me to do a system restore on my device?

3. You're wrong that nothing can be done. The pull-to-refresh feature can be disabled by going to 

**********************************************

Regards,

******* ********

Business Response:

Upon further review Samsung has attempted multiple times to try to assist, however on one attempt there was no answer. On another attempt the rep identified themselves as Samsung and the call was disconnected. The third attempt the rep identified themselves and Mr. ******** would not speak to the rep. Both numbers were attempted ************ & ************, we believe one of the numbers(************) may be a fax machine or at least it sounded like one. At this time we will make no further attempts to contact Mr. ********.   We apologize for any inconvenience and delays the customer experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

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2/27/2016 Delivery Issues
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Additional Notes

Complaint: This is my third complaint about my refrigerator. Ice maker has never worked properly.

Desired Settlement: Replacement or upgraded product.

Business Response:

Samsung has contacted the customer regarding concerns with his Refrigerator. The customer stated the Refrigerator is now working and no longer in need of service. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

2/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung Dishwasher (***********) July 2nd, 2015 through the ********* Website. I paid $459.00 for the item. Shortly after receiving the item, it didnt drain, made a loud noise & the red light stayed on. We contacted Samsung (hesitantly after being on the phone on hold for 30 minutes) they sent out a TV repair company for the dishwasher. The company said they had to order parts so we had to wait another weeks. Two weeks go by, the company comes out & replaces 1 part.... it didnt fix the situation. So we called Samsung again, they sent out the same tv repair company, they ordered more parts, came two weeks after & replaced another part...still didnt fix it!So we called Samsung again, they said they dont have any other repair companies & by then we have been 3 months without a working dishwasher ang hours of hold time with Samsung customer service. At this point I told them I wanted them to replace the lemon with a new dishwasher or refund me. The customer service said they putting in the request (transaction# **********), sent me a confirmation email with the request transaction number & said I will hear back from them within 2 business days. That was 3 weeks ago, Jan 14, 2016 and still havent heard a word from Samsung! This dishwasher was for out rental property & we ended up having to purchase a new one from ****, having it delivered, installed & had ***** remove the lemon Samsung coulndt stand by their warranty on. I told the customer service rep that I wanted either a refund for my purchase OR a new dishwasher or I said I would sue Samsung for the dishwasher price and the install I had to pay for.

Desired Settlement: I want a full refund for the item I paid for ($459) plus the ***** install ($125) I had to pay for them to replace Samsungs lemon.

Business Response:

Samsung has contacted the customer regarding their concerns about their dishwasher.  A refund has been submitted and approved under transaction number ***********   Ms. ******* has been advised that the acceptance document is needed to complete the process.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# **********.  Thank you

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung monitor less than a year ago from BestBuy. The monitor has stopped working and just has a black screen. I called Samsung and after 2hours on the phone with troubleshooting they stated that i have to send it in for repair. I told them to send me a replacement with a return label because i need this monitor for my work. They refuse to send a replacement and refuse to help me. You can barely understand what their reps are saying because they are outsourced.

Desired Settlement: Send Me a Replacement Screen

Business Response:

Samsung has contacted the customer regarding their concerns with their unit. As per notes on file the unit has been repaired. Due to that there will be no accommodation for an exchange at this time.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case* **********.  Thank you

2/26/2016 Guarantee/Warranty Issues
2/26/2016 Guarantee/Warranty Issues
2/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Samsung R1 speakers and ************* home theater in Nov 2015. I had to return it because of multiple issues with customer support, backordered items, late shipping etc. Samsung agreed to accept a return for a full refund and provided 3 FedEx shipping labels (1 for home theater and 1 for each speaker). Speakers shipping labels tracking numbers: ************ and ************* I carefully packed items and shipped them ASAP. All items were reported delivered at 1/13/2016. However, I received a refund only for home theater and when I asked seller about a refund for speakers - I was told that items were shipped to a wrong address and I no refund will be given until seller locates them and reroutes to own warehouse. I would like to state that I'm in no way responsible for items being shipped to a wrong address. As I mentioned earlier, shipping labels were provided by the seller and they were issued for following address at the very beginning: MOBILE ACCESSORIES RETURNS STA Returns Center **** ********* ***** **** ******* *** *****. No action on my side could possibly cause that and seller acknowledged that in the latest email stating "I know it is of no fault of your own...".

Desired Settlement: Since I'm at no fault here, I would like to receive my refund ($218.98) ASAP.

Business Response: As per Samsung E-Commerce division an apology email was sent to the customer as well as a return shipping label was emailed on 12/31/2015. Mr. ********* was also advised of the return and refund policy via email. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * *********** Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

Business' answer to the complaint is completely unrelated to the current issue. I'm aware that I received return shipping labels, in fact I mentioned that in the complaint. Current problem is that business' representative Dee was utterly incompetent and unhelpful, trying to put costs of his mistake with shipping label address on me. I'm forced to file the dispute with payment processor and I'm pretty sure I'm going to get money back this way if business doesn't want to cooperate. 


Regards,

***** *********

Business Response:

Upon further review of Mr. ********** claim, we apologize for the inconvenience as there will be no accommodations.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.Thank you

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Additional Notes

Complaint: The Samsung all-in-one -pc (model# **************) Serial# *************** I purchased 0n 03/19/2015 which came with the Samsung warranty one year from date of purchase( 03/19/2015 thru 03/19/2016) my pc was sent to Samsungs repair facility (Intelisol Inc 1001 N E Loop 820 Suite 200 Fort Worth Tx 76131 (**************) on 02/01/2016 now they are saying my warranty is not valid I provided them with the invoice purchase and the warranty that came with the new pc The pC locked up and requires a PC system password that only Samsung can provide the only physical repair is for Samsung is to unlock the Pc and send it back to me so I can upgrade it is a simple process and this service is covered by my warranty under malfunction of product

Desired Settlement: I just want Samsung to honor my warranty and fix my pc and return my pc as soon as possible It been 8 days since they have my Pc

Business Response:

Samsung has contacted the customer regarding their concerns with their all-in-one pc.  Mr. ****** was advised that the unit was returned to him on 02/09 un-repaired.  He has also been advised to contact ************************ once he received the product so that service can be repaired under warranty, we are awaiting the customer’s response.   We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.  Thank you

Consumer Response: I really need your assistance the repair service for Samsung products was to repair or fix my all-in-one Pc and return it back to me. It was returned to me on 02/11/2016 without the pc being fixed there is now a rattle inside the pc now which was not there before there was no explanation for the return but that they did not consider the original warranty issued by Samsung valid the warranty is is 12 month period sate of purchase 03/19/2015 - 03/19/2016 for parts and labor and shipping with no charge  for the service. I really need your help in resolving this problem I look forward to your prompt response

Business Response:

Upon further review Samsung has contacted the customer and has set him up with a free of charge repair.  The desktop has been repaired and being sent back to Mr. ******. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case* ***********  Thank you

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2/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a Samsung washer and dryer back in July of 2015 and both are still under their one year warranties. We purchased a stackable set to conserve space and use them as such. We recently starting having an issue with the dryer where it takes 3 to 4 hours to dry a single load of laundry. We went through countless hours of troubleshooting steps both on our own as well as with Samsung over the phone. Since the problem persisted we were told a technician would come out to our home as per the one year warranty which covers all parts and labor. At this point we received a call from the service provider that Samsung contracts with (******* *****) who informed us that they were short staffed and because of that we would need to unstack the dryer ourselves because just sending out one technician and having them do it alone would be a liability issue. We have since spent hours and hours on the phone with Samsung trying to resolve this issue. We been transferred many times, hung up on multiple times, never received call backs when they were promised, and been on hold for hours. Today (1/20/16) I was transferred to what was referred to as Samsung's highest level of support only to be given the same information. I've examined the warranty multiple times and it states the following: "To receive in-home service, product must be unobstructed and accessible to the service agent." The dryer is stacked on top of the washer as designed, but is still clearly accessible and unobstructed. We are simply using the product as was intended and there's nothing in the warranty that states that if the dryer is stacked on top of one of their own washers then we will be responsible for unstacking it and restacking it again. My wife and I feel that Samsung is not honoring the warranty which went along with the purchase of our dryer.

Desired Settlement: We would like for Samsung to honor their warranty and fix the dryer that we purchased in July of last year. If the service provider they contract with cannot unstack and restack the dryer on top of the washer then Samsung should be obligated to find someone in the area that will do so and at their own cost.

Business Response:

Samsung has reviewed the complaint regarding the servicing of the unit. We do apologize, however in order for service to be provided the unit must be unstacked. Samsung will not unstack the unit for the customer as it is a liability issue.   We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because there is absolutely nothing in the warranty indicating that the dryer would have to be unstacked from one of their own Samsung washers before service would be provided.  We are using the unit as intended.  The warranty indicates that the unit must be unobstructed and accessible - both of which are true.  If unstacking the unit is a liability issue for the service provider then Samsung should be responsible for hiring a 3rd party to unstack and restack the unit.  I feel this is a clear case where Samsung is not honoring the warranty that came with the product we purchased.



Regards,

******* *********

Business Response:

Upon further review of the customers concerns regarding unstacking the unit.  The agent contacted Mr.  ********* to advise that  unfortunately we are unable to locate a Samsung servicer that will unstack the unit, however we can reimburse up to $150 for someone to unstack the units.  We are awaiting the customers response.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * ***********  Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,

******* *********

2/25/2016 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: On January 4, 2016 I purchased a 50 Inch Screen Samsung TV for $647.99. I received a broken/cracked TV over 10 days later due to the fact it was not packaged properly for Shipping and it was shipped by an unknown carrier called - *** ********. We contacted Samsung immediately and sent them the photos and documentation of the broken TV and they told us that it would be 7 to 10 days to receive a RETURN LABEL - after calling Samsung several times looking for the status of my return label - I finally received a return Label on January 19th - I spoke with many customer service representatives and they informed me that once the TV was returned than our return would have to be “approved for refund” and the shipping of a new TV. The TV was shipped back to Samsung on January 21st and received by Samsung on January 26th. I called on January 29th to check on the status of my replacement TV being shipped out and I was informed that I would have to BUY THE SAME TV at the new Price on the Website so I would now be out another $650 or More (with no TV) and my refund would NOT be Processed for another 7 to 10 Days. Samsung has now had my money - $648 - since January 4th and it is now January 29th and I have No TV and NO refund and they have Both my Money and the TV. This is not a small $50 purchase. This is just not right!

Desired Settlement: This Company This company is the epitome of bad business and customers need to know who they are dealing with. They take your money and you get no merchandise in return. They have now taken and played with my money for a month and I have received no merchandise in return or refund. Buyers need to be aware of what bad business practices Samsung deals to its customers. They shouldn’t be allowed to run a business in this manner – perhaps they shouldn’t be allowed to have business at all. All potential customers need to be made aware of their bad practices and be warned against doing business with such low and unethical standards.

Consumer Response: Thank you so much for responding to my complaint.  The company did finally refund me in full.  I still believe their business practice is very poor and should be looked into for further instances of bad and unfair customer treatment.

2/25/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung refrigerator (model-**************. Serial ****************) on 5/22/15 from ******* ***** in **** *** along with extended warranty. On 1/9/16, I discovered there was no cooling in the refrigerator or freezer. On 1/10/16, I called ******* *****, but was referred to Samsung because it was still under the manufacturer warranty. On 1/11/16, I called Samsung and was given ticket *********** and was contacted the same day by the local repair company (****** *********) contracted by Samsung for an appointment on 1/14/16. On 1/14/16 the technician suspected boards on the refrigerator was bad and that parts would need to be ordered from Samsung. There was no further communication until I called ****** on 1/21/16 and they said the part had just come in and scheduled to replace it on 1/22/16. On 1/22/16 the technician replaced the board and said to monitor it for 24 hours. After the 24 hours, there was still no cooling. After multiple calls, the technician replied on 1/25/16 and said he suspects the replacement boards were defective. There was no communication from ****** on updates. On 2/1/16, I called Samsung and was given a new ticket **********8. After no communication, on 2/8/16 I called ****** to see what was going on. They had no knowledge of a work order from Samsung, no parts ordered, and would not provide service until they got information from Samsung. There has been no further communication from anyone since then and it is now 2/14/16. Our family has been without a working refrigerator/freezer for over a month with no resolution in sight and we are extremely disappointed and frustrated with the progress of getting repairs. I have lost all faith in Samsung products and services and would like a full refund including sales tax and extended warranty so we can get over this and get a much needed working refrigerator in our home.

Desired Settlement: Full refund of $2185.38 (purchase price, tax, extended warranty, water line)

Business Response:

Samsung has contacted the customer regarding their concerns with their refrigerator.   The customer has been approved for an exchange or refund and will be contacted by the exchange and refund department. Mr. ****** may also reach out to ************************ and provide a copy of the bill of sale that was requested.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * **********.Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for a refund of product (sales receipt has been emailed to Samsung as of 2/22/16).

Regards,

***** ******

2/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: in march of 2015 me and my husband purchased ***** Samsung smart TV from our local **** *** store. On January 5th of 2016 our TV just went black. we tried for a few hours with the power cord and surge strips to make sure that it wasn't a power issue. it was late so we left it unplugged of the night and went to bed. next day after my husband returned home from work he continued to try to diagnose the problem, he was unsuccessful. we had some errands to run so it was on Jan. 7th that he called the local *** *** where we bought it from. **** *** said that it was still under the manufacture warranty and they would need to be who we call...so then starts many, many hours on the phone with Samsung...long story short...6+ hours later, we are told by Samsung that TV repair company they have in contract with will call in 24ours. 24 hrs. no call, call Samsung again for the hundredth time sit on hold again...more minutes burned of our cell plan. finally on wed 13th of Jan. we get a call from Local TV out of ******* ****, my husband explains the TV issue with the man, he says its a main board and he will order the part 2 day delivery and should be out on Monday the 18th to fix it, no call no show. we called Local TV on wed 20th. they haven't been able to get the part. they will call when it coms in. So needless to say we are very angry at this point. its been 2+ weeks without TV and its football season! I called **** *** corp. and explained our TV issue with them, they at this point said that since we purchased the **** **** ***** protection plan that they would fix it for us. they got the part and were out to the house this Monday and put the new part in and it worked. so now I am happy with **** ***, but still very angry with Samsung. SOooo...last night Samsung call they are ready to replace my broken TV! HA! I went off ...why now after someone cleans up their mess do they want to deal with my 3+ week TV issue. SO do I take the new TV with now further warranty?

Desired Settlement: I want Samsung to compensate us for loss of cable usage we couldn't use, minutes off our ******* cell plan sitting on hold day after day. and a !year warrant on the replacement.

Business Response:

Samsung has contacted the customer regarding their concerns with their Television. Samsung has approved an exchange replacement of the Television and customer has accepted. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********. Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

Samsung wants to send me a new TV with out a warranty, This I absolutely will not except. I have contacted **** *** and if I replace my current TV that **** has fixed, I loose my 2yr **** ***** protection plan that I have already paid for. To take a TV with no warranty...Thank would just be plain out stupid!

Regards,

******** **********

2/23/2016 Problems with Product/Service | Complaint Details Unavailable
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2/23/2016 Guarantee/Warranty Issues
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2/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung Electronics America ran promotion around Nov'2015 named "Gift of the Season" along with Samsung Pay promotion. I submitted claimed for the promotion for two of phones. (Two promotion - "Gift of the Season" and "Samsung Pay Promotion" for each phone) For Gift of the Season promotion, I have not received anything and tried to inquire the status of my claim through email address provided by samsung, but they never replied. I have sent multiple emails to them without any responses. Now, for samsung pay promotion, I did receive two gift cards ($50.00 each) which Samsung promised originally. However, when I try to use them today, I found out that the balance of one of gift cards are actually zero.

Desired Settlement: 1. I want TWO promotional item sets for Gift of the Season because I submitted TWO claims and I am qualified. 2. I want another $50.00 gift card because one of the gift card provided has no balance on it.

Business Response:

As per ********** the consumer was sent their bundle on 12/04 via UPS, only one claim was submitted therefore only one claim was fulfilled. The consumer received a replacement **** *** gift card which has not been redeemed.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: The bundle shipment was lost and ********** said they will ship the replacement bundle package, but I have not received the package nor any tracking information yet.  I inquired them for the tracking information, but they have not provided them yet.   Please provide tracking information that the prizelogic sent.

I just checked the gift card and the balance of $50.00 shows up this time so the gift card was re-charged and I think I am satisfied with gift card.  However, I still do need more information on bundle package.


Regards,

********** **

Business Response:

As per ********** the customer was sent their bundle on 12/4 via UPS. Only one claim was submitted, therefore only one claim was fulfilled.  The consumer received a replacement **** *** gift card which has not been redeemed.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

2/22/2016 Delivery Issues
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2/19/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a problem with a brand new TV that I have many problems with. I have spoken with Samsungs Presidents off many time they don't seem to care I was promised a cal back from Samantha in that office told her no one has ever. Calle=Ed me back sh asured me she would. That was on Nov 11 2016 still waiting. I need a new One Conect box sent out never happened,

Desired Settlement: Replace part

Business Response:

Samsung has attempted to contact Mr. ******** regarding his television.  We have been unable to reach him and require more information to assist with his issue.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********  Thank you

Consumer Response: Please let me know how you responded to me. I have not  been contacted by Samsung> 
Complaint: ********

I am rejecting this response because:



Regards,

***** ********

Business Response:

Mr. ******** was contacted via phone and email. The agent assigned to his file stated when she called both lines(************ & ************) it was a busy signal. Agent also stated she attempted to contact customer by email and have not gotten  a response back from the customer.  Please have the customer contact Caitlin via email at  ************************* or he may call 1-************ between the hours of 9am and 6pm EST Monday-Friday and refer to case **********

2/18/2016 Problems with Product/Service | Complaint Details Unavailable
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2/17/2016 Guarantee/Warranty Issues
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2/17/2016 Problems with Product/Service
2/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a Black Samsung ****** ****** * inch as a gift. After uwing it for two months, the apps/programs on the tablet began to halt/freeze and always had to reset the entire tablet. Wasted time being that I frequently use for homework and for personal needs. Also, the battery runs/dies quick. Charges slowly as well. I prefer to purchase an apple tablet instead of Samsung Galaxy due to its slow apps and characteristics. Model number: ********* ****

Desired Settlement: I am kindly asking for a brand new newer version of Samsung ****** ****** ** ** ** inch. White or Black is fine in a box with cordes, chargerand cover protector or $500.00 monetary reimbursement.

Business Response:

Samsung has attempted to contact the customer at ###-###-#### to address their concerns regarding their Tablet. Unfortunately the phone number is disconnected.  Please have the customer contact us at *********************** so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.Thank you

2/17/2016 Problems with Product/Service
2/17/2016 Advertising/Sales Issues
2/12/2016 Problems with Product/Service
2/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a Samsung Television. The panel was defected. Samsung sent out a technician and they brought a defective panel that was worse than the one I already had. The technician rubbed all over the screen with a piece of cloth removing some of the flash lighting and cloudiness but not all. Technician told me to wait 2 months before I replace the panel so that they could get paid again the company is ****** Television in ******** **. He explained to me if I replace the panel again before 2 months they would not get paid again. The panel became cracked from performing the technique the technician done when he brought the defective panel out. Now Samsung does not want to replace the television and it is still under warranty. I also relayed this information to a follow up service call from Samsung wanting to know had the technician fixed the television. I let them know that he brought out a defective panel and he rubbed the panel with some cloth to remove some of the flash lighting and cloudiness but didn't fix the panel.

Desired Settlement: I want another Television. PS forgot to mention that I have sent 2 letters in the mail and have not got a response back yet.

Business Response:

Samsung has attempted to contact the customer on the phone number that is on file, unfortunately when calling the number we are getting a message that the number is not in service. An email was sent to the customer advised that their unit has been determined to be physical damage by the Samsung product support team.  Samsung as investigated this type of  claim and results of testing show a unit will not display this type of damage if there was no impact or pressure prior to the crack developing. Warranty is void when there is any physical or cosmetic damage per the Limited Warranty.    We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:They brought a defective panel when their technician came out. The technician rub and press the screen to remove the defective spots and advised me to wait 2 months before replacing the screen so that they (****** Television) could receive payment again. The Technician explain, if I replace the television before 2 months they would not be paid again by Samsung.



Regards,

***** *****

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2/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung fridge and it was deemed un-repairable by them and first they offered a exchange. I have a voicemail on my home phone that backs this claim. Samsung ended up compensating us for the price we paid for the fridge instead of exchanging the fridge out with the current similar model. The reason this is import is we bought the fridge for $1779 and they now cost $2470. We sent in a prior complaint through the BBB and they contacted my house # and not my cell. I contacted them back twice every weekday and left voicemails to call me back. I did this for two weeks leaving my cell # and they failed to contact me. Every time I contact them "The office of the President" it said I would enter the extension that was left on our home answering machine and reached their voicemail every time. I called back and pressed zero and that said "All Managers Are Busy, Leave a message and we will call you back". Guess what they never called back after over 15 voicemails. We wanted to get a resolve, but they would never call back. When they offered the refund for $1779 they gave us 14 to accept or threatened to decrease the value. Of course we had to sign in with the threat to lose more. Once we signed the paperwork that says we accepted the amount and would not ask for other compensation the BBB got a message the NEXT DAY saying "Upon review of the customer’s file history it is showing that the customer has been approved for a refund.". Amazing after we sign the paperwork on the last day they finally decided to reply back to the BBB. Samsung does not care about customer service or someone would have contacted me back on my CELL PHONE per the voicemails I left and the phone I left on the original BBB complaint. Taking advantage of their customer they know will not higher anyone to help. I work for a great company that when a BBB is filed they call back with 1 hour, to bad a company like Samsung can't even call you back.

Desired Settlement: I want my original refund I requested through the BBB paid for by Samsung $2667.70 or at least the $2470 that the current fridge costs. I had to buy another fridge and pay for lesser quality, pay for the taxes again, pay for the warranty again, paid for the disposal for one they should have just exchanged per their original discussion that they said never happened (I have a voicemail to prove this). They need to start caring about the customers that buy their products and do the right thing. I want the corporate office to call me back on my CELL PHONE...

Business Response:

Samsung has contacted the customer regarding his concerns about his refund. The refund has been submitted and approved for the amount that Mr. ***** paid for the refrigerator($1779.99). At this time there are no additional monies that the customer will receive. Mr. ***** will receive what he paid for the unit.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

2/6/2016 Problems with Product/Service
2/6/2016 Problems with Product/Service
2/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a TV through Samsungausa.com in November. It has been well over 2 months and we did not receive the item yet. We sent in 2 emails to customer service asking about it and the first response was that it would be shipped out on 1/4/2016. It is January, 20th, we still did not receive it. On January, 11th we sent another complaint/request stating that we were told it would be shipped out on 1/4 and it was still showing as "back ordered" . we were told that it is on back order and there is nothing they can do about it. We requested some compensation due to the delay- we asked that they ship us out a different TV since it has been over 2 months and we got back an email stating " there is no way we can compensate you. if you would like a different size you will have to cancel the order and place a new order for the size you want".

Desired Settlement: Since this order was placed over 2 months ago- we would either like the TV we ordered or we would like a different TV delivered to us that is better. We were promised it would be shipped out 1/4/2016 and it was not. It is still showing back ordered. When we complained we were told there is nothing we can do.

Business Response:

As per Samsung e-commerce division the item ordered was a 6400 series during the Black Friday specials. Currently that item is on backorder with a restock date of 01/28. E-commerce will reach out to Mr. ******** to find out if he would like to wait or if he would like to cancel the order and submit an order for another model.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

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1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Samsung television from Best Buy in 09/14 for approximately $1,400. Starting in January 2015, we began to have issues with their SmartHub/Internet Connectivity features that not only make it impossible to connect to the internet, but do not allow us to use the remote control. We have spent countless hours on the phone with customer service, escalated to executive support several times, put on hold for hours at a time. Each time we have gotten through to executive support we have been offered to have a repairman come out. We've had to take off work three times now for repairs to the television (including a visit from Time/Warner, our internet provider to ensure there was no problem on their end) with no permanent resolution. The television ceases to perform within a couple weeks of the repair. We have requested a refund or complete television replacement and been told that we need to have new parts put in again/take time off work. After nine months of complaining, multiple visits from their repair people with time missed at work, and online support calls lasting hours, we are completely dissatisfied and just want our money back.

Desired Settlement: We just want our money back so that we may purchase a television that works! We were initially satisfied with an exchange, but after the terrible customer service and lack of product backing we see from Samsung, we will never buy another Samsung product again.

Business Response:

Samsung has contacted the customer to address their concerns regarding their Samsung Television. We have advised to the customer that after further review with our product support team, it appears there are additional troubleshooting methods that the technician will need to complete. We explained that we will need to have a certified technician go back out to check television. The customer understands and accepted the information. We will continue to follow this complaint so that she will not have to repeat the issue. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # *********0.  Thank you.

Consumer Response:

I previously had a complaint against Samsung Electronics #********.  You closed the complaint because Samsung offered to send a technician to fix our television.  While they did send a technician out, the fix was temporary, and we are once again experiencing the same problems with our television.

We have attempted to call customer service, where they have us on hold for hours (2.5 hours today before we get disconnected).   Samsung has had four technicians repair this television in the last year, only to have the same thing happen a couple months after it is "fixed".  We want a new television or refund from Samsung!!!

I can be reached for additional information at:  *************

Thank you,

1/26/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my tablet in to be repaired on 10/09/2015 . They supposedly fixed it and sent it back to me. After I get it back, it still will not charge and with the holidays I was too busy to call and send it in, so I just put it up and waited until I had time to set up another repair. I finally got to setting up a repair on 11/23/2015 ticket number ********** and the lady I talked to basically said they needed a new receipt or they wouldn't fix it. I told her the receipt I had worked last time, why not this time and she put me on hold for a while and finally came back and said ok, but every step she hassled me and I knew there was something up. So I send in my tablet to be repaired and they tried telling me it had liquid damage. I guarantee I did not spill anything on it, so if it had liquid damage it was from the samsung people who previously fixed my tablet. I can't believe they would ruin my tablet and then blame it on me.

Desired Settlement: I want my tablet repaired like it is supposed to be. If my tablet has liquid damage on it, I want them to replace it, because I guarantee 100% I did not spill anything on my tablet.

Business Response:
Samsung has contacted the customer to address their concerns regarding their tablet. We called the customer in reference to the corrosion inside the unit. We explained to the customer that voids the warranty. We explained that she will be responsible for the repair charges of the tablet if she wants to submit the tablet for repair. We explained that the corrosion is in different spots inside the unit. She states that she is not retracting her statement from the BBB because she is not sure the *** didn’t cause the damage. We explained that the tablet was not at the *** long enough and the damage done was prior to sending in to service. The customer states that she is going to makes bad reviews on Samsung website because this is bad customer service. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

I find it interesting that it was not at their place long enough to cause corrosion yet in the small amount of time I had it in between them fixing it, I did. lol. It only takes a second to spill something on my tablet. Which proves it is possible and likely they spilled something on my tablet.

Complaint: ********

I am rejecting this response because:



Regards,

******** ******

Business Response:

Upon review of the customers’ file Ms. ****** has been advised that the pictures attached to the account show signs of corrosion in several places within the unit.  The pictures are attached to the service ticket.  We explained that corrosion is not covered under the warranty and she would be responsible for the repair charges.  The customer is stating that she did not do the damage but the damage was done to the tablet prior to service.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
I did not cause liquid damage, Their employees who fixed my tablet the first time must have spilled on it causing the damage. There is no way that it was caused on my end


Regards,

******** ******

1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Small piece of watch that hold pin from watch band to housing broke so the band does not stay on. Sent in for repair/replace. Said was out of warranty I originally called almost 2 weeks ago about my watch that just fell off my wrist as I got out of my car. It did not hit anything, it just fell off my wrist. When I called I was told they did not have a record of a purchase from the serial number despite the fact that I bought it directly from samsung on the website, and having the original receipt that it shipped with. I was told that it would take 2 days to get the number in the system before they could help me. I explained that I did not want to wait and let the warranty run out. I was promised that within 2 days I would be contacted by email and phone to let me know. I was never contacted. I waited 4 or 5 days and then called back. The man I spoke to said that he would create a new ticket and arrange for me to mail in my watch. He would not tell me what happened with the original request I had sent. Then today I received a phone call from a man who told me that my device was out of warranty and that it would cost me $160 to replace it. I explained that my device was still within the 1 year warranty period, but he said it was void due to the damage to the watch. I explained that the watch had not sustained any damage and that it had fallen from my wrist when I got out of my car because the housing had broken in a tiny piece where the pin attached the band to the housing. I explained that I have loved my samsung products, including my note 4 phone but that I thought this was ridiculous. At this point he was rude and, again, disinterested. At this point I feel like I have just had my time and now my money wasted for what amounts to a defective product. I would like to continue using samsung products but if this is the type of experience and quality I can expect, I definitely won't be buying or recommending any more of your products.

Desired Settlement: I would like to have the watch replaced or repaired at no cost since it was still in warranty when I sent the watch in, and the damage was not caused by inappropriate use but was likely a flaw.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung warranty it clearly states physical damage is not covered.  After review of the damage to your device our technicians deemed that the left hand hinge damaged.  Due to this evaluation a service charge was required for repair.

As a one-time courtesy Samsung has authorized the repair of your Galaxy Gear, however, should such as issue occur in the future please note that a repair fee may be applied. 

Please check your email for reference to the new Service Ticket created and UPS E-label for return shipment of your product.

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much, I really appreciate it. I have sent the watch back with the label provided. 

 

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A television was ordered and the price, which clearly reads "your price $250.00" was cancelled after an email that first said "thank you for your order and it is currently being processed with another email to follow within 48 hours". I even received an order number and the total order price equaling $263.25 and a description of the television. I have a printout showing the tv and price of it and the specs on it. Three telephone calls were made yesterday trying to find out why samsung replied that they were unable to process my order. I even live chatted with two different people on the website before the order was placed, which i also printed out, and they said they definately had some in stock because that was one of the questions that i asked. After waiting 89 minutes last night someone finally answered the phone and told me that they cancelled the order. Not really giving me an answer as to why. But on the website yesterday the price was changed. The person from samsung said that a supervisor would be calling today to make some kind of compensation. So far half a day and heard nothing. This doesn't change the fact that samsung should stand by their advertisement, mistake or no, it should be honored! I have all the printouts stating the prices and the live chats and i feel samsung should honor the $250.00 advertised price. Because to me this is FALSE ADVERTISING! Even if there was an error made. It should be honored! I spent approximately an hour live chatting with samsung, printed out lots of papers and 3 phone calls were made to samsung which invested approximately 3 1/2 hours of hold time just waiting. I mean this was alot of time and effort invested also. Not to mention the time it took me to research the tv before live chatting. And then after all this they say they cancelled the order! This makes no sense! The television price should be honored! And i hope the president or ceo of this company reads this message because samsung is in the wrong. And i am very upset!

Desired Settlement: To honor the advertised price and send me the television that was ordered and submitted and in process before my order was cancelled and the price was changed.

Business Response:

Samsung e-commerce has contacted the customers that may have made an order of the televisions that had the incorrect price.  The pricing was incorrect on the website, and it was corrected.  Any orders that could be caught before shipment were caught, and cancelled. Please note that our terms and conditions clearly state that we are not responsible for errors in pricing.  Samsung will not be honoring this offer.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# *********0.  Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I'm only saying i agree because i have no other choice.  Samsung says it will not honor the television so what else is there to do?  I still feel like they should honor the price and so do alot of the people i know. And samsung definately could have made a better offer than a $50.00 ecertificate.  Because of this samsung has lost a good customer! 
Regards,
 

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1/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A black bar shows up on our Samsung TV screen when certain settings are utilized, they very settings that made this TV distinctive and therefore, more expensive. We have been working with Samsung to repair the TV for more than a month. We have taken three days off from work to accommodate the repair technician who has now replaced over 90% of my TV without any improvement. We have diligently called Samsung to follow up after each repair and have been given the run around at every turn. All in all we have spent more than 15 hours on the phone with Samsung (primarily on hold) to be told different stories by each representative. On 12/7/15, we spoke with Executive Customer Relations (ECR) representative Tiffany who stated that if the problem was not resolved after the repairman came out to our home for the third time and replaced the TV panel, we would be offered a refund or a replacement. We are now being told that the repairmen must come out for a fourth time and even then, they will not honor their warranty or previous ECR representative statements. We have repeatedly asked for managers or review of the many previous phone conversations we have had with Samsung, but to no avail. We are asking assistance with obtaining the TV replacement that we have been offered but now being denied. We have documentation of all the calls and repairs, if needed. During our last call with Samsung they stated we had canceled repairs, which is not the truth. We are able to provide video for each time the repairman came to our home. No repairs have ever been cancelled.

Desired Settlement: Our TV was in warranty when we first called Samsung about the problem. We were also told that our warranty had been extended due to the numerous repairs. We would like Samsung to honor previous ECR representatives' statements and replace our damaged TV.

Business Response:

Samsung has contacted the customer regarding their concerns about their television.  The customer was not available so a message was left advising that the she would have to proceed with the repair of the unit. We explained that the warranty is a service so if the unit can be repaired it needs to be repaired.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

 

Samsung continues to be dishonest in their communications with us. At no time has Samsung called either me or my husband back, a complaint we have raised several times. We have been promised numerous calls but never have received any. The voicemail described above was never left and/or received. The description of their warranty service has also changed during almost every phone call we have with ECR and now in their email response.



Regards,

****** ****

Business Response:

Upon review of the customers’ file Mrs. **** stated that the rebuttal was given prior to the phone call.  Mrs. **** stated that her husband watches the television so she is unsure of the usage of the TV at this time. Mrs. **** was advised if she has any further issue she may contact 1-800-SAMSUNG.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

1/21/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
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1/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Samsung is running the following promotion: 1) Purchase a new Samsung device or use your current eligible Samsung device. 2)Activate and register a compatible card on Samsung Pay. Keep your card active on Samsung Pay throughout validation. 3) Get $200 off a purchase at Samsung.com Before registering to the promotion I contacted Samsung and told them that I would like to ensure that I am eligible and qualified for this promotion before I provide my bank information to Samsung. I spoke with 2 managers and they both asked me to provide the IMEI number of the phone and the date of purchase. I provided them with the information clearly and thoroughly. They said that I am qualified to this specific promotions and they also sent me confirmation emails. I opened a chase bank account to register for this promotion and I provided my bank and personal information to Samsung as advised by the company. After I registered to the promotion I found that I didn't receive the $200 off Samsung.com . I called again and they opened a complain for me. After couple days I was contacted by Samsung and they said that they provided me with the wrong information and that they are not going to send me the $200 off Samsung.com. They also said that they will punish the employees, which made me feel bad. I believe that I was provided by misleading and dishonest information by Samsung that leaded me to provide my bank account and personal information to Samsung to get the prize. Please refer to Samsung ticket# *********6 and **********. Thank you

Desired Settlement: Get $200 off a purchase at Samsung.com

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

For inquiries concerning the issuance of a rebate promotion we ask that you please contact Prize Logic directly at ************** or ******************************

Please note, your inquiry has also been forwarded to Prize Logic for review and follow up.

Thank you

Consumer Response:



I am rejecting this response because:

1) The misleading information was provided to me by Samsung not by the third party.

2) The promotion was advertised on Samsung website not by a third party.

3) I provided my bank account/personal information through Samsung pay app not to the third party.

Because of the above reason, I believe that Samsung should be responsible on resolving my problem as Samsung should be accountable on the information they provide to their customers on the phone as well as on the website.



Business Response:

Per Prize Logic you registered successfully for the sweepstakes entry into this promotion. However, a purchase receipt was not submitted at the time of registration, so they could confirm qualification for the purchase offer of the $200 samsung.com code. If you are able to submit the purchase receipt, Prize Logic can confirm eligbility.

Please contact Prize Logic at ************** or ****************************** to submit the information requested, if you have not already been contacted by Prize Logic directly.


Thank you

1/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I received the Samsung watch as a gift less than a month ago. I've called tech support several times and I was sent to the store for further investigation. I went to the store to find out that there are only Sales Associates there to sell product and have no training on how to service the product. It seems that the telephone support and in store representatives all are not trained on this product. I don't get messages and my battery dies within 3 hours of wearing it. I want a replacement watch to be sent to me. I do not want to talk to any else. Your troubleshooting techniques do not work. I've even had a rep remotely log into my phone to further help me with my watch. It did not work.

Desired Settlement: I want a replacement watch to be sent to me. I do not want to talk to any else. Your troubleshooting techniques do not work.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

               

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service. Samsung as a courtesy will evaluate your product and determine the appropriate resolution to this issue.

In order to continue with service contact must be made to Samsung Customer Support at ###-###-####, and the agent will need to be provided with the IMEI/Serial # of the product to confirm warranty. A service ticket will be processed and you will receive a UPS E-label for shipment of the device to Samsung’s Repair Center.

Samsung would not able to fulfill request of an immediate replacement.  The device must be evaluated.

Thank you

Consumer Response:

I am rejecting this response because:  I have spoken to Samsung Tech Support over the telephone and at a Best Buy location.  I keep getting the run around.  The same trouble shooting steps.  Samsung is not trying to resolve this issue.  I've called and told Tech Support that I would like to exercise my right and use the warranty.  The after an hour of trouble shooting the conversation was looped around and went no where.  I was sent into the store and the rep at the store told me that he was just a Sales Associate and was not trained to service the watch.  This is poor customer service!




Business Response:

As per warranty the product must be shipped to Samsung for warranty repair.  Samsung cannot provide resolution if the product is not shipped to the repair center for evaluation.

Please contact Samsung Customer Support at ###-###-#### to have a new Service Ticket processed.

Thank you

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1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE: TV S/N **************** Model: UN55JS9000FXZA Ticket ********** Good Afternoon, I bought your TV 12/03/2015 at Best Buy. Since day one the one connect box was noisy and very warm. I wanted to return it to the store, but decided to contact Samsung's CS first. 1st call: A week later I contacted Samsung customer service, was explained to update firmware. The firmware I had was up-to -date. 2nd call: So I called Samsung again, was told that you can send me a replacement part and that the box will be send to me. I was explained not to return the TV to the place of purchase and that they could promptly help me. Clam number ********** was opened. 3d call: Two weeks later 12/29/15, I called to find when I get it. I was told that nothing was mailed and I have to use the return label, which was not provided before. Asked to escalate the call, on the phone call with the call center supervisor I was told that he was going to mail me a new one connect box and admitted that the box was never mailed to me after the 1st conversation. He created the return label and I was explained on my request that you send me the box, when I get one I send partially working back to Samsung. 01/06/2016 still have not received the box and trying to get the tracking number. I was assured that Samsung already mailed the box to me , was transferred to the relation department for the tracking number and was 43 minutes on hold. On my request to get the tracking number was provided with a tracking number , but it was the tracking number of my return lable, representative Yokaira couldn't either proof or disapprove that they mailed me the replacement. She only provided me with some number, but due to her accent I couldn't get what is the number for , **********. After that I called Samsung headquarter, was on another hold 10 minutes, no answer left a message. It looks like Smsung doesn't care about the customers at all. Thank

Desired Settlement: 1. The replacement of one connect box as it was promised by Samsung, they mail the box to me I mail them the box. or 2. They take the TV and give me the money back if they cannot provide me the repair service If one 1 or 2 not possible I need an assistance with a contact info of a lawer who can assist me in a local cousrt. Thanks for your help.

Business Response:

Samsung has contacted the customer regarding their concerns with the one connect box.  As per our files the customer has received the one connect box and the issue has been resolved.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case #*********5.  Thank you

Consumer Response: ********
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted Samsung 3 times. One of which was e-mail one month ago that they have not yet respond to. I have purchased a blue ray player that was use very infrequently. Nine months after the limited warranty by Samsung had expired, the unit began malfunctioning. I had informed the customer service representative that the product was NOT purchased "as is" and is intended to function properly for more that 2 years. I then asked her who I could contact regarding the protection my state (NY) provides through the Uniform Commercial Code; Implied Warranty and she failed to provide that information to me as seen in that section of the transcript below. Cust: OK thanks. I have found that I have some state and local laws that protect consumers from certain incidents regarding warranties. Since the product was not purchased "as is" and I assume was designed to function properly for longer that one year and nine months I have looked into them. Is there a point of contact where that information can be forwarded to at samsung? Rep: I will be right with you. Cust: Thank you. Rep: What is the Serial number of the player? You can find it on side or panel of the player. Cust: *************** Rep: Thank you. Rep: I have checked the information for you. The player is out of Warranty and you need to pay for Service. Rep: Thank you for responding. Rep: If you are looking for more details on the functionality of a product or would like to find answers to some of the questions, visit us at "http://www.samsungsimulator.com" for an interactive review of some of our Samsung products. Rep: Is there anything else I can assist you with? Cust: No I think thats all for now. If I have any more information on my states implied warranty may I just use this chats reference number? Rep: Yes, you can use the Chat ID. Chat InformationChat session has been terminated by the Samsung Agent. This product was purchased at **** *** ** **** ****** *** ****

Desired Settlement: A repair or replacement of the product.

Business Response:

Samsung has contacted the customer regarding their concerns about their blu-ray player. Mr. ****** was offered a free of charge repair and he has accepted. Mr. ****** will be provided with a pre-paid UPS label to send the unit into our repair facility.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case #**********.  Thank you

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will continue to do business with Samsung in the future.

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over 10 hrs on hold trying to get a return label for a defective printer. Purchased Product: SL-C460FW/XAA directly from Samsung online Nov 29, 2015. Printer was defective when received. Spent over 2 hrs with Samsung tech to reload software etc. Could not be resolved. Samsung sent out tech who spent 2 hrs replacing parts. Printer worked while he was here. Next day, printer went bad again, smudging the print. Spent another 3 hrs (mostly on hold) to get an RMA number. Finally received ************* on Dec 10, 2015, but there was no return label. I was told twice that I would not be responsible for the return shipping due to the fact the printer was bad from the start. I have now been "ON HOLD" for over 10 hours trying to get the return label with every department denying responsibility and telling me to call back again. Today, a support person, Wanda, called me and said she would hold with me while being transferred to a department that had already told me it was not their responsibility. After holding one hour twenty nine minutes and 34 seconds, Wanda called me on another line and said she was giving up and could no longer hold with me. At that point, she apologized and said she would try and go by that department later today to see if there was anything else she could do. So far, I have been lied to 4 times about this issue being resolved. The public needs to know about Samsung's NO SERVICE.

Desired Settlement: All I have needed from Samsung is a return shipping label to end this madness. Plus a full refund of my cost of $192.05 and possible an apology.

Business Response:

Samsung has contacted the customer regarding their concerns with the printer. A pre-paid shipping label was sent to Mr. ****** and he stated he has received it. We understand Mr. ****** will not remove the BBB complaint until the refund has been completed.   We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

1/19/2016 Problems with Product/Service
1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wash machine stopped working properly. I have contacted Samsung numerous times to have it fixed. I have had other issues which Samsung has sent technicians out and have properly fixed those issues. This current issue is regarding my clothes not being cleaned. I have had two technicians out who both have stated that my wash machine is a piece of junk. Their words not mine. The machine will not fill up enough water unless the clothes are wet. The last technician stated that this was a trick to getting the clothes cleaned. Now I dumped a gallon of water in my washing machine in order to get it clean. The washing machine used to clean without having to do this. Samsung agreed that something was not right and at one point stated that I would be compensated either buy a replacement washing machine or refund. Then another representative stated that this could not be done.

Desired Settlement: After having two different technicians tell me that this is the expectacion from my washing machine, I would prefer to have the washing machine replaced or my funds back. I do not believe that the washing machine should work this poorly but apparently the technicians could not get it fixed.

Business Response: Samsung has contacted the customer to address their concerns regarding their washing machine. The Mrs. ********** has been informed that due to the fact that the information in our system indicates that the unit is working properly that there are no accommodations that can be provided. Offered additional service to confirm these findings since the last service file was several months ago and we are waiting for customers response..  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
I am still waiting on a technician to contact me to set up an appointment. If the technician is able to fix the washing machine then this will be resolved. If he is unable to then it will not be resolved.


Regards,

******* **********

Business Response: Samsung has contacted the customer to address their concerns regarding their washing machine.  Samsung has provided the customer with a onetime FOC repair accommodation for parts and labor. Customer states the sensor may be bad due to the previous repairs attempts and that the unit doesn't fill will water when washing.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

This is the third time now a Samsung authorized technician has came out. This technician stated that he hopes this will be the last Samsung washing machine he will have to work on. He will be retiring from doing Samsung at the end of the year. He states that he has ran into my issue before. Samsung washing machines were not designed to fill up enough water to clean the clothes. I explained that before it seemed to clean properly and to please go through the diagnostic process. He contacted Samsung tech support. They explained that this is a common problem and the only thing they can say is to run the washing machine on heavy duty, add additional water to make the clothes heavy, or to stuff the washing machine completely packed. This is cause the sensor to add more water. 

When you purchase a $600 washing machine, one you don't expect to have toward your clothes before you wash your clothes. Also why would you have 10 different settings but only able to use one that will actually clean your clothes. Two why is there no middle for the clothes either its 4 inches of water or completely filled. No in between. According to both the new technician and the Samsung tech support stated that the machine seems to be functioning to specifications. But that also this is a problem with this specific model of machine. If you loosely fill your load the clothes on top do not get wet.....throughout the entire cycle. This is not what a washing machine is supposed to do. Samsung is aware that it is a faulty design and even tell the consumer that they should make the clothes wet before washing or only use one setting. This makes no sense and Samsung should be held responsible for a poorly designed unit. 

I have worked with Samsung and been patient throughout this process. I even stood behind the product after three technicians have stated that these units were designed poorly and that I should not expect my clothes to get clean. But then when the tech support told the last technician that this a common issue that Samsung is aware of and that the only thing we can do is work to get the clothes clean or just use one setting on the unit, I give! I am asking that my money be refunded. I do not have the luxury of being able to just go buy a new washing machine and I do not intend to let this go. When you have a faulty product your replace it.  According to all three technicians all of the top load washing machines work poorly and do not get the clothes clean. 

 

Please refund me me my money so that I may get a new washing machine for my family.


Regards,

******* **********

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased ***** LCD Samsung TV on 12/1/13 in the amount of $1,175.00 Plus tax from **** ***. My wife and I both work two jobs and are both enrolled in school full time one for a Masters and the other for a Bachelors as you can imagine there is minimal time for TV. Yesterday 12/4/15 the TV stopped working, I have no picture but have sound. I troubleshooted my through the manual to no prevail. I contacted Samsung after waiting 25 min for an answer someone finally picked up. She proceeded to run my through the exact same troubleshooting I had just performed and advised the unit was out of warranty and nothing could be done however, she referred me to a service center (the closest one which is an hour away) that was closed so obviously no help. I called the service which was the most unhelpful person I have ever spoke to. I do not expect him to diagnose over the phone however, upon asking simple questions the repair man "Tim" could only provide basic information and that was its $40 bucks to look at it which he currently does not have room for it but MIGHT get to it before Christmas. In the last two years I have spent over $10,000 with your company from appliances, TV's, Cellphones, Tablets, Smart Watches and this is the customer service I get?? I will begin to share my story on social media and other consumer advocate avenues if this is the customer service I get from a company I USED to spend thousands of dollars annually with.

Desired Settlement: I would accept a full repair at no charge to me or an exchange as there is an obvious manufactures defect if an almost $1200 dollar TV lasts barely two years with minimal use.

Business Response: Samsung has contacted the customer to address their concerns regarding their television. Samsung has offered to cover the parts for the repair and the customer will be responsible to pay the labor.  Mr. ***** accepted and the repair was set up.   We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday thru Friday and refer to case# **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:I NEVER accepted any offer. I responded directly back to the "PRESIDENTS OFFICE" however received no response.  I have included my response to them below:

 

 

I appreciate the time you took to copy and paste your template over my file information.  I work for the worlds largest manufacturer's of appliances (in the Corporate Executive Office / Legal Division) and know exactly how warranty's work and couldn't agree more that outside of that warranty it is typically the consumers responsibility for cost of repairs however, I also understand the importance of Customer Service.  I spent over 10,000 dollars with your company from Appliances, Phones, Watches, Tablets, and TV's (multiple) including Christmas gifts for my friends and family this year and your offer is to cover the cheapest part of the repair, still make your consumer who you "Value your relationship with" drive OVER AN HOUR to a repair shop that cannot service the TV until AFTER Christmas.  


The federal Magnuson-Moss Warranty Act specifies what must be provided by a “full” warranty: A defective product will be fixed (or replaced) without charge. This includes removal and installation. So what your saying is that this model of TV is only Designed to Last Exactly Two years?  So with the value of the TV being $1,175 I paid $587.50 a year to use your product.  The MICHIGAN CONSUMER PROTECTION ACT (EXCERPT) Act 331 of 1976; 445.903 Unfair, unconscionable, or deceptive methods, acts, or practices in conduct of trade or commerce; rules; applicability of subsection (1)(hh) would state otherwise.  


Please arrange to have an authorized service company come to my house to repair the product.  They may reach me at ************.


Regards,



Regards,

*********** *****

Business Response:

Upon further review of Mr. *****’s case at this time the resolution will remain the same. Mr. ***** was offered a parts accommodation and he is responsible for the labor.  Mr. ***** has sent in emails to our representative stating he will share his experience with others in an attempt to get the resolution changed.   Mr. *****’s unit is out of warranty as of 12/2014 and does not qualify for any accommodations. He was offered the parts accommodation as an attempt to cover the more expensive part of the repair, especially if a panel needed to be replaced.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: Of course I want you to cover the most expensive part of the repair, when a TWO year old $1,200 TV breaks I am positive everyone would be requesting the same thing.  I almost forgot I had written to the BBB because it was so long in between your response.  I am going to share my story on social media and every other platform I can find and just let them know how worthless your customer service is.  

BY THE WAY YOU MAY WANT TO ACTUALLY DO YOUR JOB AND A LITTLE RESEARCH WOULD HAVE SHOWN I DID GET THE PARTS AND LABOR COVERED.....GREAT JOB!  And the only reason was due to WAY TO MUCH consumer effort on part.  



Regards,

*********** *****

1/14/2016 Problems with Product/Service
1/14/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a television from Samsung.com on November 25, 2015. Television was delivered to me broken, unusable on Tuesday, December 1, 2015. I called the number on my documentation Saturday, December 5, 2015 to report the issue, and have since sent all documentation including photos and receipt to ********************. Received a ticket number, which was cancelled without resolution, received another ticket number, and have been on hold with *** *** **** for an hour. I have been unable to speak with anyone regarding my request for a refund of the purchase price, and shipment of the broken television back to Samsung.

Desired Settlement: At this point I am requesting a refund of the purchase price.

Business Response: Samsung has contacted the customer regarding their concerns about their television.  The customer has been set up for a return and a pre-paid label has been sent to her. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ********

Consumer Response:

I am writing because I need to re file this complaint against Samsung.  After the first complaint, I received the return label from Samsung to return the broken (on delivery) television.  It was picked up on Tuesday, December 29, 2015.  The return was delivered to Samsung (in Riverside, NJ) on Thursday, December 31, 2015 and signed for by A *******.  

As of today, I have not been refunded or contacted regarding a refund or replacement despite, calling and using Samsung's online support.  I spoke with them today, and was put on hold.  Please advise as to what my next steps should be.  

Consumer Response: Hello, I am writing to let you know that I have received a refund from Samsung.  Thank you for assisting me with this matter.

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Samsung refrigerator from HHGregg on 8/13/2013 along with it a 5 year Service Agreement through HHGregg. Since then I have had 6 service calls for the ice maker not working:9/20/13, 7/29/14, 8/8/14, 11/25/15, 12/01/15, 1/7/15 and today again it's not working. I have documentation of these calls but HHGregg only has 2 "tickets" for this malfunction. The service agreement has a lemon stating "They have to repair the component 3 time to consider it a Lemon then replace it". The HHGregg service agreement refuses to replace it but will continue to repair it. I am not sure who I should make this complaint about for I feel and so does the service tech. that the ice maker is defective. Should I make the complaint also about Samsung or the HHGregg Service plan?

Desired Settlement: I would either have a replacement refrigerator or my money returned.

Business Response:

As per the notes on Mr. *******’ file the service center noted that they contacted him and he stated that his unit is working fine and would like to cancel the service requested.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The television in question, Model #************** & Serial #***************, was purchased in the third quarter of 2013. I'm working on getting the credit card statement detailing the purchase but I had to request it in writing due to the purchase being made in 2013. The TV started to tum off and on by itself within 6 months of purchase. In September 2015 the TV made a loud bang and shut itself off for the final time. I tried to get the TV to come back on to no avail. I started to research this online and found that Samsung TVs have been having this issue since 2006. There was a class action lawsuit claiming Samsung TVs have a power defect caused by failing capacitors. Samsung settled the lawsuit and went on to repair TV s with this issue at no cost to the consumer. I called Samsung three times telling them what was going on with my TV. The first call led to a dead end because I didn't have all the pertinent information needed to get the issue documented. I called back a second time and told the representative what I was experiencing and was given the Transaction ID #**********. The representative set me up with a licensed Samsung Repair center to have my TV diagnosed. This cost me $65 (attached). I told the representative that I had researched the class action lawsuit and I was told that if the TV had a capacitor failure I would not be responsible for the repair. The repairman arrived at my home on 11/22/2015 around 2pm. He proceeded to plug the TV in and point a flashlight at the screen of the TV. At no time did he check the components of the TV to see if there was a capacitor failure. I was told I needed a new Power Supply (***********) and a new Y Main board (***********). I ordered the parts at a cost of$396.53 (attached). I had another repairman come look at the actual components of the TV to check to see if it was indeed a capacitor failure.

Desired Settlement: The first thing I was told was the capacitors on on the Y Main board had failed. You could clearly see swollen capacitors on the board (attached). After hearing this I called Samsung back. I told them about the new revelations. The first representative I spoke to was very kind. I told him I felt that they were responsible for the repairs and if I didn't get that courtesy I would be filling a claim with the BBB and Consumer Affairs. He gave me another Transaction ID #********** and transferred me to another more specialized customer relations department. After telling her my issue all she kept saying was the TV wasn't covered under the class action lawsuit. I told her that may be the case but the lawsuit covered capacitor issues and my TV is having the same issues detailed in the lawsuit. From that point she asked me if! had any other questions and hung up on me. I want all expenses incurred to repair the TV reimbursed and a 5 year extended warranty.

Business Response: Samsung has contacted the customer regarding the customer’s unit model # **************. Please understand that the settlement agreement legally ended September 2013, however, Samsung did ourselves extend the repair offer to consumers for an additional year to try and help as much as possible. Mr. ******* has been advised at this time there are no accommodations.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM, Monday through Friday and refer to case # **********. Thank you.

Consumer Response:

Complaint: ********

I am rejecting this response because it is insufficient in the wake of the class action lawsuit settled in 2013. Samsung clearly hasn't made the correction to their building materials to fix this issue. This is not the fault of the customer. This is the fault of the manufacturer. To simply say that since the lawsuit only covered these TVs and not yours and that the issue is closed is both arrogant and dismissive. A company should have to stand behind its products not run and hide when it becomes financially prudent.

 

I want to push this issue as high as possible to get the financial compensation, not just me, but the other thousands of Samsung customers deserve for the defective products Samsung is selling.

 

I have attached paperwork I've submitted to Consumer Affairs detailing the cost associated with getting the TV repaired and photos of the affected parts.

 

Please advise on how to move this forward.

 

Thanks!

 




Regards,

******* *******

Business Response:

Upon review of the of the customer’s file the customer has been advised that we have fulfilled all of our obligations of the capacitor settlement and there will be no accommodations at this time.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

There response the to the complaint is insufficient. All Samsung is saying to me as a customer is they don't stand behind their products. I will say once more I want to push this as far as possible. I'm not the only customer that has had to deal with this issue. It has to stop. I am willing to proceed with all legal remedies possible.


Regards,

******* *******

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Additional Notes

Complaint: We bought Samsung Dyer machine ( the model # ***********/A2 and serial #: ***************) in one and half years ago (July 2014) from local home depot. The dryer machine stopped working with no heating in Oct, 2015. I called 1-800-Samsung on Nov. 09, 2015, and was told the dryer machine is out of one year manufacturer warranty of Samsung, and I need to purchase "Samsung protection Plus" extended warranty to covered the labor and parts to fix the Samsung dryer. I did (service plan number *********).. We waited for two weeks until the technician came for the first time. The technician determined the heating part of the dyer machine need to be replaced, but need it will took a couple of weeks to order the parts. After 3 weeks, the part arrived, and the technician came for the 2nd time. During this time, the heating part was replaced, but the Samsung dryer still did not heat. The technician said it may be the thermometer sensor’s problem, and they need to order that component. After another three weeks, the thermometer sensor part arrived, and the technician came in for the third time on Dec. 28. During this time, the new thermometer sensor was put on, but the Samsung dryer still did not heat. The technician did all the test, and determined it's the motor's problem, and said they need another a couple of weeks to order the motor, and we need to wait for another a couple of weeks until the 4th time repair. We cannot wait that long as we need a dyer machine urgently during the holiday season. I called 1-800-Samsung customer support line again, but the customer support agent told me there was nothing they can do to accelerated the process, and the best thing they can do is simply refund me the extended warranty I paid, and leave the broken dryer machine as is. I had to admit, it is THE worst customer support experience I ever had, and we wasted two month time on the broken dyer machine with three attempts to repair it without success. This is totally not acceptable.

Desired Settlement: As Samsung has tried three time to fix the dryer machine without success in two month, we would like a replacement of the same model. In addition, I also request the compensation for the my time off from work to wait for the technician three times and the inconvenience without dyer machine for two months.

Business Response:

Samsung has contacted the customer regarding their concerns with their dryer. A follow up free of charge repair has been set up for the customer and according to our system the repair has been completed.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#**********.  Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

 

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Additional Notes

Complaint: CUSTOMER COMPLAINT-Unacceptable Reliability ITEMS - Purchased Apr. 2013: 1. Plasma TV, 64”, s/n: ***************, Mod: ************** 2. Home Entertainment System, 5.1 Ch. Blu-ray, s/n: ***************, Mod.: ************ COMPLAINT: After a little more than two and a half years of ownership the TV had to be repaired twice and now the Home Entertainment System has to be returned for repair [documentation available]. Considering the $2625.00 cost for the two, [less repair cost] there history of reliability is UNACCEPTABLE! I detailed my concern with Samsung’s Executive Customer Relations without success. Their scripted reply is if the item is out of warranty they have no further responsibility for its reliability.

Desired Settlement: With my documentation of multiple reliability issues of items, with in a reasonable time period of expected service life, request free repair/replacement of the defective Home Entertainment System, 5.1 Ch. Blu-ray, s/n: ***************, Mod.: ************.

Business Response: Samsung has contacted the customer to address their concerns regarding their Samsung home theater system. As an accommodation we have offered to cover the cost of the repair, the customer accepted. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because:

My acceptance is depending on;

1. Refund of the $80.00 that has been charged to my credit card and,

2. my receipt of the repaired/replaced sound system.

 




Regards,

******* *******

Business Response:
Samsung has contacted the customer to address their concerns regarding their Samsung home theater system. As an accommodation the unit was repaired free of charge and which the customer accepted. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because: To date Samsung has failed to refund, as promised. the $80.00 I was charged, see attached, I have notified Samsung but they have failed to reply.



Regards,

******* *******

Business Response:

Upon further review of Mr. *******s case and per transaction number ********** Mr. *******s credit card was issued a credit on 12/29/15. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday thru Friday and refer to case# **********.  Thank you

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

 

 

 


******* *******

1/4/2016 Problems with Product/Service | Complaint Details Unavailable
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12/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung Galazy S6 Edge Plus From Best Buy in October. Recently I had encountered a issue with the phone. The Phone screen had shattered due to a pressure crack. I had contacted Samsung Customer Support and was on the phone with them for 1 hour and 45 minutes. The last person I spoke to was the Supervisor in the Executive Customer Relations Office. He had offered a free repair for my device which is great. The Supervisor's name is ******* (employee id# ******) told me it would take anywhere from 10-16 business days to get the phone repaired. I had explained to him many times that I could not send them the phone for such a long period of time due to the phone being my business phone. I asked them if I can speak to the Headquarters office or the office of president to get this matter resolved. He said to email them office to get a call from them. After emailing the office I have yet to receive a email back and it has been 1 week now. I had contacted the Executive Customer Service office again to speak with ******* again and he would not answer the phone when contacting him. I had mentioned to ******* that sending out my business cell phone for repairs would cost me anywhere from $15,000-$20,000 and they would either have to compensate for that amount or send me either a replacement phone or a loaner to cover the time for not having my phone. Not to mention how rude ******* and his lower employees were with me especially with being very mean, loud, rude, racist & calling me a liar.

Desired Settlement: I would like to get a replacement phone for my damaged phone due to not being able to send my phone out to Samsung for 10-16 business days for repairs unless they will cover the amount of money lost during the period of time I don't have the phone, I would like a apology from the CEO's office for the time wasted with over 2 hours of being on the phone with Samsung trying to get this case resolved. Also to compensate for the time lost while on the phone with them for over 2 hours. My hourly rate is $300 and would like some type of credit for future samsung purchases of atleast $300-$600.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Under the coverage section of the Samsung warranty it clearly states your product must be shipped to Samsung for evaluation/repair service.

As explained shipment to and from Samsung is 2 business days, and repair is 5-7 business days upon receipt. If you do not own an older phone for use during this time Samsung must refer you to your local Service Provider for possible loaner availability due to the fact Samsung does not supply loaner phones, nor provide immediate replacement service.

To proceed with repair contact must be made to Samsung Customer Support at ************** to arrange a new Service Ticket.  You are welcome to request expedited service which alleviates turnaround time to 1-3 business days. Please note, repair dates are estimates and not guaranteed.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

My carrier cannot provide a loaner since they have no fault in this matter. It is a Sasmung issue and they are responsible for loaning me a phone or replacing. In the past Samsung didn't handle my claim this way. They sent out a replacement for the down time. The representative was very rude with the situation. Also didn't care to help resolve the problem after mentioning to him that this is a business phone and would need it at all times. Even if I send out my phone to Samsung for 10 days that would cost my business $15,000-$20,000. I doubt Samsung wants to have to pay for the damages. I asked nicely to speak with the presidents office and I have yet to hear back from them. I am very disappointed with Samsungs service after being a customer with them for over 10 years with all my businesses using Samsung products. The customer service representative are rude, not caring and don't care to hear the customer situation. 

Regards,

***** ********

Business Response:

We do understand your situation, however, the only option Samsung has available would be to request expedite of the service. Without evaluation of the phone Samsung is unable to provide resolution. Again, Samsung's manufacturer obligation is to provide repair service which is what is being offered. Samsung does not supply loaner phones.

We do apologize for any negative encounter when contacting Samsung support; we will be happy to review the previous contact in order to provide coaching/training opportunities as needed.

Please also see Samsung's Warranty Limitations regarding loss of time and the inability to use a product:

What are the limits on SAMSUNG's liability?

THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS.

ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. IN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT.

To proceed with repair please contact Samsung Customer Support at ************** to arrange a new Service Ticket.

Thank you

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12/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Samsung Gear Neo 2 watch in June 2015. I used it for 2 days, then left the country for 4 months for a family emergency. The band does not stay on the watch, which is why I called in when I got back and settled. I was informed there would be a charge almost equal to the cost of the watch. I called in to dispute it on 12/28/15. I spoke with 4 different reps for over 3 hours trying to reach a resolution. We finally did, but the manner in which I was spoken to was disrespectful. The Samsung "Escalations" rep **** asked me why I hadn't called Samsung from Nicaragua. I informed him that I couldn't, as it was a 3rd world country with no internet or reliable phone access. He told me that I still could have done something. I was dealing with a death in the family, and for most of the conversation I was scolded for not calling sooner, forgetting that I'm a person with emergencies and that Samsung watch was not on my priority list at that moment. I was given a lecture for over 40 minutes about how the damage was my fault and there was nothing I could do. I asked for his supervisor, and after a lengthy wait I spoke with ******. ****** gave me the same lecture, asked several personal questions, made me feel uncomfortable, and ultimately (finally) did what he was supposed to do. The watch is being fixed the way I need it to, but this level of unprofessionalism by **** and ****** (And the rep before them, I don't know her name) was condescending and they tried to make me feel like this was all my fault. They should have spoken to me better, instead of treating me like a liar.

Desired Settlement: I want compensation for the humiliation and embarrassment that Samsung's reps have put me through, not to mention the 3+ hours I spent on the phone.

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We do apologize for any negative encounter when recently contacting Samsung’s Customer Support Center. The unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities.

As for compensation, Samsung would be unable to honor such a request. Please see Samsung’s limitations to our warranty regarding Time, Goodwill, Reputation and Inconvenience:

*****************************************************************************************************************************

What are the limits on SAMSUNG's liability?

THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS.

ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. IN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT

Again, we do apologize for the negative experience and will address the concerns presented upon review of your previous contact.

Thank you

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We do apologize for any negative encounter when recently contacting Samsung’s Customer Support Center. The unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities.

As for compensation, Samsung would be unable to honor such a request. Please see Samsung’s limitations to our warranty regarding Time, Goodwill, Reputation and Inconvenience:

*****************************************************************************************************************************

What are the limits on SAMSUNG's liability?

THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS.

ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY. IN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT

Again, we do apologize for the negative experience and will address the concerns presented upon review of your previous contact.

Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:

I want to be contacted by a member of executive customer service to discuss my complaint.

Regards,

**** *******

Consumer Response:
Complaint: ********

I am rejecting this response because:

I want to be contacted by a member of executive customer service to discuss my complaint.

Regards,

**** *******

Business Response:

Review of the feedback provided in this claim, along with a review of the previous call to Samsung have been completed.

Samsung found the information provided by the agents were accurate in implementing Samsung's Warranty regarding physical damage to a product not being covered. When offering service at a discounted rate, this offer was denied.

All agents will be receiving coaching regarding the relevance of informing the consumer of when to contact Samsung for service to a product as we found this information was not necessary as it pertained to the call, but was not relayed in an argumentative or condescending manner.

For any additional concerns please contact Samsung Support at ***************

Thank you

Business Response:

Review of the feedback provided in this claim, along with a review of the previous call to Samsung have been completed.

Samsung found the information provided by the agents were accurate in implementing Samsung's Warranty regarding physical damage to a product not being covered. When offering service at a discounted rate, this offer was denied.

All agents will be receiving coaching regarding the relevance of informing the consumer of when to contact Samsung for service to a product as we found this information was not necessary as it pertained to the call, but was not relayed in an argumentative or condescending manner.

For any additional concerns please contact Samsung Support at ***************

Thank you

12/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my Samsung galaxy note 5 to be repaired I watched the ticket everyday until it said repair complete then noticed they entered my return address wrong and had my phone being shipped to Georgia I live in North Carolina I called before UPS picked up the package so they could correct my problem but they didn't my phone was shopped and left on someone else's door step I have been on the phone fighting to get my replacement phone and keep getting the run around always hear 7-11 business days I have already lost time and money and all I want is a phone now not when it's convenient for them to send one they messed up they should have already sent me another phone so now I will be without my phone for right at 3 weeks I need this matter dealt with because there customer service surely doesn't care about its customers I would like the new replacement phone sent I should not have to wait over their incompetence I called when I caught the mess up and tried to get it fixed but they didn't do a thing they allowed my device to be shipped even after I caught the mess up this company will never worry about me buying anymore of there products after this is finally resolved

Desired Settlement: I want the new device overnighted not 2 day air I want my phone replaced and I would like to have it Monday Dec 21 2015

Business Response: We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Our records indicate the product was processed for outbound shipment on 12/8/15, left the Samsung repair facility on 12/9/15  9:42PM CST for next day delivery, and a call was received concerning the delivery address 12/9/15 around 11:46PM CST.  At this call time the product would have already been shipped and too late to stop delivery.

A replacement device was requested , however, it must be authorized via an approval process that our agents cannot expedite.  Once the replacement is authorized it is shipped to the consumer.  This process can take 1-8 business days for approval.

We do apologize for any inconvenience, however, as soon as authorization is provided the unit will ship with a Signature Required for delivery.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: I'd caught samsungs mistake and after verifying with ups tracking number at the time that I called to get the issue corrected a label had been made and the device was waiting to be picked up I have snap shots and call logs for everything that I would need to prove this was neglect on there behalf I also called and was told I would be receiving a call from someone in the investigative department and have never received that call as far as the statement I called after the product left that was inaccurate I called before the package ever left the repair center and the lady I spoke with that night informed me it would be corrected and that my device would be shipped to me and it wasn't and I am curious to know why this can't be expedited if it was a board member or the cel of the company it wouldn't take a hour for this to be fixed all I know is that I will never buy anything else from this company it's just sad that the consumer gets the shaft in the long run 

Regards,

***** *****

Business Response:

We do apologize for any confusion in the original shipment of the product, however, we can only go by the records of our system.

At this time it has been confirmed that a replacement phone was shipped via tracking #: ****************** and delivered on 12/23/15.

Samsung would consider this matter resolved.

Thank you

12/29/2015 Problems with Product/Service
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Additional Notes

Complaint: called Samsung regarding a warranty repair of my Samsung cellphone. Sent the phone using an authorized UPS retail store. Upon receipt of phone by repair facility, I was emailed the phone was damaged. Emailed Samsung back twice asking for an explanation. No reply from Samsung. Received phone back damaged. Called Samsung with the issue. Ticket reissued #*********** No shipping label created and sent to me. Called to get shipping label and was told the phone was not in warranty because it was damaged during shipping. Numerous mistakes regarding communication from Samsung. No responses from Samsung during repair. Samsung lying about sending shipping label overnight due to my disability and no printer. Pooor customer service

Desired Settlement: replace phone .

Business Response: We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Upon review Samsung's records show you created a Service Ticket online for Samsung to evaluate a "screen sensor" issue on Galaxy Core Prime (Service Ticket #: **********). Upon its delivery and evaluation by Samsung our technician found the LCD was severely damaged.  After two contact attempts for repair payment were made, and there was no response, the phone was returned unrepaired.

Since this time you have contacted Samsung again requesting a new service ticket be created for repair of your phone.  This ticket has been processed (Ticket #: **********),however, Samsung is not able to email a new UPS Shipping E-label until credit card payment for the repairs is held. Again, Samsung's charge is for the physical LCD damage found.

If you wish to continue with service please contact Samsung Support at **************, provide a credit card payment and then a new UPS label will be sent for return of your product in order to complete repair. Samsung would not be able to honor request of a replacement device.

Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: Attached is my emails to Samsung that went unanswered.  The damage to the phone was form packing and shipping from UPS facility in Cadillac MI until I received the phone returned.  No phone calls were made explaining the cost from Samsung.  Only my emails document communications that went unanswered from Samsung.  Replacement is due ASAP

Re: 191. Repair cost for ticket ********** has been changed 

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***** *******

Fri 11/27/2015 3:25 PM

To: Samsung Online Support **************************
Cc:
Bcc:

Explain in detail in email why this phone is not covered.

From: Samsung Online Support *************************
Sent: Wednesday, November 25, 2015 2:02 PM
To: *********************
Subject: 191. Repair cost for ticket ********** has been changed

 

Re: 191. Repair cost for ticket ********** has been changed
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***** *******

Wed 11/25/2015 11:13 PM


To: Samsung Online Support *************************;
Cc:
Bcc:

Please explain the charges.  Why item is not in warranty

From: Samsung Online Support *************************
Sent: Wednesday, November 25, 2015 2:02 PM
To: *********************
Subject: 191. Repair cost for ticket ********** has been changed

Regards,

***** *******

Business Response: If you feel damage was caused by UPS a UPS Damage Claim would need to be filed. You can do so by contacting Samsung Customer Support at **************.  The claim would be directed to UPS for their review.  Samsung can only report their findings upon the receipt of the product.  If damage is found the consumer is contacted for payment, and until payment is made no repairs can be provided.

Thank you

12/29/2015 Problems with Product/Service
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Additional Notes

Complaint: I have tried numerous times to get a refund for a faulty Bluray Player I purchased in October. After dealing with the worst customer service via ***********************), it has left me nowhere. Their representatives have lied, falsified information, and can be rude. They seem to have no interest in helping me resolve my issue, or refund my money. I have spent numerous hours on hold, being transferred from department to department, only to be placed on hold again (even having been hung up on two separate times). This issue has been ongoing for almost a month now, and I have yet to see results, let alone progress.

Desired Settlement: Due to the fact that the Samsung device itself was inherently faulty, I want a full refund. Once I have received my refund, I will never purchase another Samsung product again, nor will I recommend them to others.

Business Response: Samsung has contacted and  have spoken with the customer and advised that the Blu-ray player needs to be submitted for repair under transaction # *********** The customer states that he believes his wife has shipped in the Blu-ray in for repair on today. But they did not want to they wanted a refund so that they were not Samsung customers any longer. He states that they have sent in the Blu-ray previously and it was not repaired before. I educated that if the blu-ray is not repaired this time they can contact Samsung back for further assistance. I explained that the unit has to go to service due to the warranty is a service warranty the customer to address their concerns regarding their dishwasher.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

Consumer Response:
Complaint: ********

I am rejecting this response because:
I shall not be satisfied until the Blu-ray player is returned to me and I know for certain that it works. Samsung has proven to me that they are indeed incompetent and their customer care as well as answering questions. This whole ordeal has been a complete waste of my time. I bought a new product that has never worked properly, and Samsung believes every time I call I need to troubleshoot my device. To me I shouldn't have to troubleshoot a device for every use, that's the point of buying it new. I would like to keep this case open until I receive my repaired device and know for certain it will work properly. If somehow they fix the defective device, I hope the BBB Will take note of how poorly Samsung treat their customers. As far as Samsung's message, I hope they worry about my Blu-ray player and not my dishwasher considering the fact it is not a Samsung product and works properly. Thank you Better Business Bureau.


Regards,

****** ****

Business Response: Samsung has contacted the customer to address their concerns regarding their Blu-ray player. The unit has been repaired and has been shipped back to the customer via UPS, tracking # ******************.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday thru Friday and refer to case# **********.  Thank you

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Additional Notes

Complaint: We purchased a front load washer in 2012. Major reason for this purchase was 10 years warranty. Now in 2015 we begin to have a problem with washer. I call customer service and we determine what problem with motor. According to Samsung customer service part can be replace it under warranty but labor not. I was provided with service request# ********** and promise what service will call me with 24-48 h. and provide me estimated cost of labor. They call and left me a voice mail what we don't have any warranty and they cannot conform any appointment. I try to call back only to find out what it impossible to reach anybody at this number# *************. After this I contact Samsung customer service again. They provide me another # ************ same luck. I call back again talk to supervisor but I realize what Samsung don't care about my problem and they don't want to take any actions to provide service they promise. They ask me to call costumer service but service stating what I don't have warranty and they cannot conform what any parts cover under warranty. This is like a circus! Samsung don't offer any solution for the problem. Costumer service very unprofessional and rude. Samsung sell product and promise 10 warranty but in fact they don't fulfill promises at all.

Desired Settlement: Samsung should repair product they sell and fulfill promises they do to consumers.

Business Response: Samsung has contacted the customer to address their concerns regarding their washing machine. Samsung has offered to cover the cost of the repair and customer has accepted.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday thru Friday and refer to case# ********** Thank you

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Additional Notes

Complaint: I ordered the Samsung Gear VR back in early November, thinking I would receive it on launch day. That didn't happen. After I thought I had cancelled the order, I still received the item a week and a half later. I understand that there may have been a communications misunderstanding, but it gets worse. I have tried for TWO WEEKS to return this thing. I have called and waited on the phone for hours and haven't been able to get in touch with a customer service agent to process my return. Then, I sent in a request on Samsung's site and there has been NO response. I love Samsung, but this is completely unprofessional.

Desired Settlement: The box hasn't even been opened, so I want a full refund. I don't want to have to pay a restocking fee. I want a return processed instantly. My order number is ***********

Business Response:

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

We do apologize for any trouble in returning your Gear VR.  Your correspondence has been forwarded the appropriate parties for review and direct follow up.

Please allow 24-72 business hours for contact.

Thank you

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12/22/2015 Problems with Product/Service
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12/22/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: Our Samsung washer has defect with rust. Contacted samsung, they agreed to fix the problem, however when they went to replace the top part, the rusting is in the frame and pipes as well. Samsung refuses to address the issue and wants to only replace the top part which does not fix the defect or the rust. There is also issues with mold collecting around the detergent tray.

Desired Settlement: Samsung needs to fix the defects associated with sever rust and mold with the washing machine. Since they are unable to fix all the rust they need to replace our washer.

Business Response: Samsung has contacted the customer to address their concerns regarding their Samsung Washer. We have offered to set up service for the customer and have also offered to cover the cost of the repair. The customer has advised to us that they will be in touch with us as soon as they return from a business trip. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you.

Consumer Response:

Complaint: ********

I am rejecting this response because:
I tried calling back several times,  the ext *****, the mailbox is full and when I dial the ext *****, it does not route to connect. Additionally I have left VMs in the generic mailbox without a return call as of yet.  I was told that the rusted body/frame is not replaceable from the initial visit. 



Regards,

********

Business Response: Samsung has contacted the customer to address their concerns regarding their Samsung Washer. We have offered to set up service for the customer and have also offered to cover the cost of the repair. The customer has advised to us that they will be in touch with us as soon as they return from a business trip. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you.

Consumer Response:
Complaint: ********

I am rejecting this response because:

I have been trying to contact Samsung before and After my Business trip and they are not responding to me.  Would you please re-open this case.


Regards,

 ********

Business Response: Upon review of the customer  ********’s  BBB rebuttal addressing their concerns regarding their washing machine.  The customer was offered a free of charge repair and according to our files has been set up for service.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and am hopeful that the Service company is able to address the issues.   To date, the Service company does not yet have all parts they need, as a result they have already rescheduled several times due to the part arrival.

Regards,

********

12/22/2015 Problems with Product/Service
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Additional Notes

Complaint: I recently purchased a television online. The product was supposed to be delivered on Thursday 12/3/15. The shipping company that Samsung chose to ship the product has not delivered the product. The shipping company does not have any idea when the product will be delivered ,stating that they do not deliver to my area. I have attempted to reach Samsung America to get my purchased product delivered and after being on the phone for 1 solid hour waiting. I still do not have a delivery date. I spent over $1209.00 on this product and I need a delivery date.

Desired Settlement: Deliver The product that has been paid for.

Business Response: Samsung has contacted AGS(the shipping company) to address the customers concerns and was advised that the
television was scheduled for delivery on 12/08. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM, Monday through Friday. Thank you...

12/22/2015 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: I ordered a TV online on 11=21=15. I cancelled that order on 11-23-15 when I was informed it was backordered and wouldn't ship till 12-1-15. Samsung shipped the TV after I had already cancelled the order and charged my credit card ($1,3881,24). I contacted customer service (on hold for 2 hours) and was disconnected when they picked up. I called back (on hold for 90 minutes). I was told I had to wait till the TV was shipped back to Samsung even though I had never taken possession of the TV and in fact cancelled it before they shipped it. I was told it would take an additional 5-7 business days to process my refund after they received the TV back from the shipper. How can Samsung charge me for something I never received and refuse to issue the refund?

Desired Settlement: I would like my credit card refunded immediately.

Business Response: Samsung has contacted the customer to address their concern regarding their most recent purchase on Samsung.com.  The customer cancelled her order and requested her credit card be credited. As per our e-commerce team, *** ***********’ refund was completed on 12/08/2015. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM, Monday through Friday. Thank you

12/21/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This is in regards to my Samsung washer, documented under Samsung Ticket Number **********. This washer was purchased on 6/15/15 from Hollways Appliance (Simsbury, CT) and delivered 6/19/15. The washer machine has been leaking water from the bottom of the washer. On 11/18/15, I called for service since it is under warranty. I was scheduled for service on 11/27/15 and the work would be conducted by Williston Park TV (Farmingdale, NY). On 11/25/15 @ 1215, I called them and verified they would be here. On 11/25/15 at 1627 hours, I received a phone call from Williston Park TV who stated that one of the four parts (assembly circulation hose) was not shipped to their store and they could not come for the repair (contradicts what was stated 4 hours earlier). They also stated that they get parts from Samsung direct. Let it be noted that 11/26/15 is a holiday (Thanksgiving) and my girlfriend took off 11/27/15 for this repair. Also, the service personnel have never even inspected the washer, so how is it known that this is the problem. Furthermore, I am the only one who uses the washer and runs about three cycles a week. This is extremely alarming that within 5 months, a new drain pump, two new assembly drain hoses and a assembly circulation hose is needed. On 11/25/15 at 1637, I called Samsung and was on hold for approximately 27 minutes. I spoke to *** (ID **********). *** advised that the service center closes at 5 pm ET and stated that she could not contact another Samsung-Authorized parts distributor in the entire United States. *** also stated that she could not have another service center here on Friday (contradicts what Williston stated).

Desired Settlement: New washer machine or a repair in a timely fashion next Saturday (12.5.15). I have water leaking on my finished floor everytime I run a wash and will not have to bring my clothes to a dry cleaner until the washer is replaced/repaired.

Business Response: Samsung has contacted the customer to address their concerns regarding their washing machine. *** ******* has been informed that he is eligible for a refund on the washing machine.  The dryer unfortunately is not eligible for a refund.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

Consumer Response:

Complaint: ********

I am rejecting this response because: Samsung has refused to send another washer machine tech to my residence, after I was completely unsatisfied with the first tech.  The reasons for not being satisfied were provided to Samsung.



Regards,

***** *******

 

 

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This all started back in Oct, my samsung gear watch needed repair it wouldnt hold a charge I called Samsung customer serivce and i had a horrible experience with reps hanging up on me. I even called today 12/1/15 and 2 reps hung up again all i did was ask for a supervisor. Reference number ********** I received my samsung gear watch november 24th from samnsung repair dept. The watch was not repaired due to out of warranty which i was aware but the Supervisor guaranteed me there would be no charge. This is the 2nd time i had to ship my watch back to samsung, The first supervisor offered to repair my watch free of charge because of the huge inconvenience with your customer service reps hanging up on me. This is the worst customer experience! YOUR MOTTO IS A JOKE! AN EXCELLENT CUSTOMER SERVICE EXP IS OUR GOAL....you need to train your reps not to hang up and to fix customer customers issues. I am livid and i need my watch fixed free of charge.

Desired Settlement: I want my Samsung Gear watch repaired or replaced free of charge.

Business Response: We appreciate your correspondence and allowing Samsung the opportunity to review your claim.

Please be advised that a new Service Ticket has been processed in order to review matters concerning your Gear not holding a charge. There is no repair cost associated with the evaluation of the product.

Refer to Service Ticket # ********** and use the UPS E-label emailed to ****************** for return of the Gear, charging cradle and USB cable.

Thank you

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a tablet and case. They put the item on back order and I cannot cancel it online and I cannot reach anyone on their phone I've been on hold now for about an hour. They don't have the items they are advertising

Desired Settlement: I want my money released from credit card

Business Response: Samsung has contacted the customer to address their concerns regarding her order cancellation. The cancellation request has been submitted. Once it is complete in the system the funds hold will be reversed.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday thru Friday.  Thank you

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a refrigerator in Jan 2014 and it was delivered on April of 2014. We started having problems with the ice maker in Aug 2014 and the service repair representative came out and stated that the ice maker was getting too much air. He added silicone and replaced the ice bucket at no charge. The same problem occurred again in May of 2015. The repair man stated that it was not installed correctly and the drain was backed up. He corrected the problem provided a new ice bucket and I was charge $100 due to the warranty was expired. The same problem occurred a third time in August 2015. The repairman stated on this visit that the heater was bad and this has been the problem the whole time. He ordered a new heater and replaced it and we were charge another $100 fee. Since the heater has been replaced we have not had another problem with the ice maker.

Desired Settlement: I believe we should receive a refund of $200 for all of the repair work. It is apparent that the heater was defective in the refrigerator from day one and had it been correctly identified the first time, I would not have had to spend $200 to have the problem corrected.

Business Response: Samsung has contacted the customer to address their concerns regarding their refrigerator. Samsung has reviewed your repair concerns and we apologize for any inconveniences. However, based on the information provided, respectfully, Samsung does not reimburse for any repair fees, in or out of warranty.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

12/20/2015 Problems with Product/Service
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Additional Notes

Complaint: Bought Samsung ********* 40-Inch 1080p Smart LED TV (2015 Model) on Aug 22, 2015. It started turning off and on during viewing after 35 days of owning it. Called Samsung tech support and asked them to replace the tv. The tech, who was in an oversees location, declined and I per may request, got transferred to a USA customer service and was told that it needed a software update. The tech sent me a memory stick which arrived in 15 day.Meanwhile that tv off/on issue continued. the memory stich update did not work because the tv message indicated that the software was up to date. I called Samsung again and now was told that they want to send a tech to my house. Meanwhile and 3 months of having the tv, the issue continued.I bought the TV on line from amazon because I did not have time to go to the store. We have a busy life style and dealing with a brand new tv and tech home visit is not a priority for us the reason we bought new TV for over $500.00I need your help in getting this resolve, please. ThanksJadd

Desired Settlement: I am worried if a brand new tv already giving me problems and already dealing with a horrible customer service from Samsung. Please having them take the tv back, refund me my money and never Samsung again. I am sure if they take the TV back it will not make a dent in the financial P&L statement. Much appreciated,Thank you

Business Response: Samsung has contacted the customer to address their concerns regarding their Samsung Television. We have advised the customer that Samsung’s one-year limited manufacturer’s warranty is a service warranty. Therefore, if there is a defect with the workmanship is of concern and the unit is not functioning Samsung is happy to fulfill the warranty by servicing the unit. We offered Mr. ******** warranty service, however the customer declined our offer.  With this being said we are unable to honor the customer’s request for a refund We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you.

Consumer Response:

Complaint: ********
I am rejecting this response because:

 

They want to someone to my house to fix the tv. I rejected this offer because the TV is only 2 months old and having electrical problems. Samsung needs to return the tv and send me new one. I did not buy new tv to have it repair at my house. I am never home and will not take time from work to wait for the tech.

Horrible customer service.



Regards,

**** ********

Business Response: Upon receipt of the customers BBB rebuttal, we reviewed the customers’ file and the customer would need to have the unit serviced first. If our service center is unable to repair the unit at that time we may look into other accommodations. However at this time the repair would need to be done. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday thru Friday and refer to case# ***********  Thank you

12/20/2015 Problems with Product/Service
12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Television was working fine. I "happened" to notice on the morning of 11/27 (1 day after Thanksgiving) that the computer did an upgrade. After the upgrade, the TV would automatically shutoff after 3 minutes. Assuming that this was a cable issue, I called Verizon. After speaking with Verizon's technical support, it was determined that the issue was with the TV. Even without the cable box, I attempted to use the DVR and the TV would restart after attempting to watch Thomas the Train. The TV restarted with the DVR as well. I then "happened" to search the Internet and noted the issue was reported several years ago. See http://www.cnet.com/forums/discussions/samsung-led-tv-keeps-rebooting-596399/. So I then called Samsung and was told the upgrade done today was causing an issue. It seemed that if the TV was "x" number of upgrades behind, the TV would automatically restart. The Samsung technical support proceeded to upgrade the TV (Model # **********). the computer works fine now. I proceeded to inquire if Samsung was going to send a note consumers. He noted no since it was an upgrade issue and not involved in a product recall. I am writing this complaint because had I not been an IT person and linked the fact that the computer had an upgrade and hadn't searched the Internet, I would be out purchasing a new TV! I find it suspect that this company pushes an upgrade 1 on Black Friday that causes an issue that they are aware of and don't notify the consumer!

Desired Settlement: When companies are aware an upgrade has caused an issue, that the consumers be notified.

Business Response: Samsung has contacted the customer to address their concerns regarding their refrigerator. I am reaching out to you from Samsung Office of the President in reference to your Better Business Bureau Complaint received, regarding your Samsung television. I would like to apologize for the inconvenience these updates had, render your television to experience an interruption in operation. We do typically send notifications to our customers if something is going to change within our network applications, given that the setting on your television is set to receive automatic updates. This was not a common occurrence.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # **********.  Thank you

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So back in late March, I purchased a Samsung 55" Curved 4K TV. The exact model being: ************** from Bestbuy for $1500 and I also bought the matching wireless soundbar and woofer for another $700, bringing the total purchase price to nearly $2,200. Now the TV was great but Samsung has made my television experience worse and worse as time progresses. They kept introducing new updates to the TV that rendered my applications I use worthless. They would not allow me to negate the download as the TV would autodownload the update in the background. Many apps such as Plex, Netflix, and Youtube stopped working and intermittently work now. The TV itself in its recent update has installed ads! How the hell can Samsung justify putting ads when I purchased the TV for over $2,200? If that weren't enough there are 2 major hardware problems as well! My HDMI 1&2 inputs so my xbox has to plugged into HDMI 3. I used multiple devices (PS4, and Xbox 360 and a multiple HDMI cables). The bestbuy manager told me I had to take up with Samsung as it had been more than 45 days. I let that slide because I only use 1 input anyways, so it wasn't that big of a deal. But now, the TV stutters and clearly Samsung has a QC issues. I spoke with the Bestbuy and they said they were unable to do anything since they can't exchange the TV as it's no longer sold! Samsung clearly has a bait scheme going on with bad TVs that they discontinue and then force the consumer to be stuck with them. I want a full refund and I have the receipt from Bestbuy!

Desired Settlement: I want a full refund for what I paid for the TV and Soundbar. The total price was $1999.99 + tax = $2139.98

Business Response: Samsung has contacted the customer to address their concerns regarding their television. I am reaching out to you from Samsung Office of the President in reference to the Better Business Bureau Complaint received, regarding your Samsung television. I am so sorry to read your experience thus far, and understand you are requesting an exchange. Please know that we will be more than happy to get a tech out there to repair the product, however, we will not be offering an out-right exchange.  Please let me know if this would be okay to move forward with. If so, would you be able to provide your serial number?  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my refrigerator in 2012, about three months ago the refrigerator started freezing on the back panel and not cooling. It appears that the compressor has gone bad. I called Samsung they told me to call Precision repair after a week of going back and forth I was told that Precision didn't cover sealed parts. Samsung customer service has given me the run around about servicing my refrigerator. The sealed parts are supposed to be covered. Samsung either needs to honor their warranty or replace my refrigerator.

Desired Settlement: Either repair under the warranty or replace my refrigerator.

Business Response:
Samsung has contacted the customer to address their concerns regarding their refrigerator. Mrs. Parker was offered a refund in which she has accepted. The refund has been submitted and approved and we are awaiting documentation from the customer to complete the process.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ************ between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***********  Thank you

12/18/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service
12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a television on 11/30. Received confirmation it was shipped on 12/2. When tracking information didn't change for 1 week I contacted FedEx on 12/9 and 12/10 who stated the tracking number did not exist and it was a Samsung warehouse issue. Called Samsung on 12/10 at 6:30 pm and was on hold for 1 hour and 45 minutes before talking to a person. Explained my situation to Rosie who was going to send an email to her supervisor. Explained to her that I was on hold for almost 2 hours and I demanded to speak to her supervisor. On hold another 15 minutes and then spoke with Kena a manger. Explained my situation. Her reply was that they would need to do an investigation. They could not send out another TV or refund my money until the investigation was completed. I asked to talk to her supervisor, b/c tying up my 500$ while they perform