Complaints

This profile includes complaints for Samsung Electronics America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Samsung Electronics America Inc.

  85 Challenger Rd Fl 7 Ridgefield Pk, NJ 07660-2118

  
• 

  Samsung Electronics America Inc.

  40 Seaview Dr Secaucus, NJ 07094

  
• 

  Samsung Electronics America Inc.

  356 Center Point Blvd. North Augusta, SC 29861

• 

  Samsung Electronics America Inc

  2800 Wells Branch Pkwy Austin, TX 78728

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Samsung fridge has had issues with the ice maker every year for the 4 years we have owned it. The maker has been replaced 7 or 8 times already. There was a class action suit that was settled and Samsung was to replace ice maker free of charge. Now they are refusing to replace it as they said they only had to do it for a certain period of time. However it keeps breaking a couple a Yikes a year so it is a faulty part and will continue to break. Should not have to pay a couple times a year to replace an ice maker that Samsung knows it faulty.

  Business Response

  Date: 07/25/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ********* complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim spoke with Mr. ******* on 7/10/25 as well as corresponded with him via email to discuss the case.  Our records further show the agent offered Mr. ******* a pro-rated refund for the refrigerator and he accepted the offer.  The agent submitted a refund request of $1,343.83; issued on 7/24/25 for the refrigerator.  Please have Mr. ******* allow the 7-10 business days for **** to deliver the refund check for the refrigerator to the address on file.  ************** has any other concerns, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer Answer

  Date: 07/25/2025

  
  Complaint: 23571053
  
  I am rejecting this response because:
  The fridge was broken from the first day we bought it.  The ice maker has broken 8 times in the 4 years we have had it.  It was a known issue and Samsung refused to replace it. The only choice I had was to take a partial refund or continue to pay to fix a faulty fridge.  So I had no choice and now have to spend more money to buy a new one when I should have received a full refund or new fridge. 
  
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung Odyssey G9 monitor on November 23rd, 2020 from ******. The order total was $1,261.39. Model number LC49G95TSSNXZA. Although this product is out of warranty it is documented to have a known product defect without a formal recall. My product unfortunately is obsolete due to this manufacture error. I contacted Samsung support to initiate a service request. Initially, Samsung created a ticket for an out-of-pocket repair.When i explained the issue was due to a known manufacture defect, Samsung representatives advised me to cancel the original out-of-pocket ticket and assured me they would create an escalated ticket under the same number, which would allow the repair to proceed without cost to me. Following their instructions, the original ticket was canceled as advised.When i later contacted the authorized service center, my new ticket number reflected Samsung covering the costs as discussed, but they informed me they could not proceed with the repair without explicit confirmation from Samsung that the service would be covered.When i was transferred back to Samsung support to recieve confirmation, I was told the ticket was canceled because I, personally, did not want to pay the fee, completely disregarding the fact that Samsung instructed me to cancel it. I was also told the agents did not have the abliity to transfer me to the correct department or any supervisors. The agents have repeatedly refused to escalate the issue properly and have denied responsiblity. I now have no repair authorization despite following Samsung's process exactly as instucted. I have been caught in an endless loop of poor communication, misdirection, and refusal to honor their commitments.I am requesting that Samsung:1. Officially authorize the repair under the escalated ticket, as promised 2. Cover the cost of the repair or replacement of the faulty product 3. Provide written confirmation to me and the service center immediately

  Business Response

  Date: 07/23/2025

  Thank you for contacting Samsung Electronics America, ****  We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******* complaint related to his Samsung monitor.  Our records show the agent assigned to the claim corresponded with Mr. ****** via email to discuss the case.  Our records further show the agent advised Mr. ****** his monitor does not qualify for a free-of-charge repair and offered him an out-of-warranty repair service to address his concerns, but he declined the offer. The agent also offered Mr. ****** $50.00 as compensation for the inconvenience but he declined this offer as well. Please be advised Mr. ******* monitor is over 4 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; any out-of-warranty repairs are the owners responsibility. Regrettably, there are no accommodations for this claim. If Mr. ****** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 07/24/2025

  
  Complaint: 23564889
  
  I am rejecting this response because:
  
  As Ive discussed in several back and forth phone calls and emails with Samsung support, this is not a matter of warranty for the product. This product has not functioned as intended or for its intended product life due to a known manufacture error. The product should have been recalled and they have acknowledged the issue on several other cases. An out of pocket service offer was extended with a $50.00 goodwill credit for the inconvenience. This is not the solution I am looking for or what has been offered in similar cases with this model. Theyve sent me a final statement with this offer and have been quite taxing due to their poor communication and calling me back at unreasonable hours that were previously stated as out of my availability. I am refusing their final offer and moving forward with the BBB still. Thank you for your time. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 07/25/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ******* complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, as stated in our initial response, Mr. ******* monitor is over 4 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at his expense.  Samsung's decision related to Mr. ******* monitor remains the same.  Regrettably, outside of our offer to set up an out-of-warranty repair as well as the goodwill credit of $50.00 for the inconvenience, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Samsung Beapoke refrigerator in August 2022 and it was delivered in October of 2022. Since we have had the refrigerator we have lost food due to spoilage and previously had to have the ice maker replaced when it wasnt a year old. The ice maker started acting up again and within 2 days the freezer stopped working and the fridge no longer cools. This refrigerator is not even 3 years old. Samsung stat s the warranty expired and we have to pay for a service call and potentially parts and labor. This refrigerator is not worth the money paid and Ive probably lost over 200 bucks in food. Im looking for repair of all issues at Samsungs expense.

  Business Response

  Date: 07/22/2025

  Thank you for contacting Samsung Electronics America, Inc.We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with Ms. ******* on 7/07/25 to discuss the case. Our records further show on 7/09/25,service was completed and the agent requested Ms. ******* provide an itemized food loss list to review for possible compensation. Please have Ms. ******* provide the agent with the aforementioned at a suitable time of her earliest convenience to further proceed with this claim. Thank you for contacting Samsung Electronics America, Inc.We apologize for any inconvenience our customer may have experienced with this case. 

  Customer Answer

  Date: 07/23/2025

  [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,
  
  ******* *******

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Samsung for the following reasons:I took my phone to uBreakiFix due to power issues (phone not turning on).They told me they tested out all hardware parts of the phone and the phone still does not power on. They indicated to me its most likely the motherboard. They advised me the motherboard is out of stock, and no estimation timeframe when it will be in stock. They advised me to reach out to Samsung for additional repair options.I reached out to Samsung via text support. I was offered the mail in option for repair. I accepted and sent in my phone via ****The last email update status I received was regarding my ticket is on hold due to unavailable parts.However, I recently checked the repair status via the Samsung website and it shows the ticket has been cancelled.Ive been trying to contact Samsung for why my ticket was cancelled. Additionally, what is happening to my phone? And if I am going to receive a replacement? However, I am not receiving any information pertaining to what is going on. I was provided a service center number to call. However, the number is not working which means its no longer a Samsung phone number anymore. I was given the number to call via text support from Samsung. The nonworking number is ************** The phone was with ******* Wireless but I left *******. ******* unlocked the phone, hence its network carrier unlocked. S25 Ultra is the phone.The ticket # is ********** The email on the Samsung account is ************************** The phone number on the Samsung account is **************

  Business Response

  Date: 07/23/2025

  Thank you for contacting Samsung Electronics America, ****  We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ************* complaint related to his Samsung Galaxy phone. Our records show the agent assigned to the claim spoke with Mr. ************ as well as corresponded with him via email to discuss the case. Our records further show the agent offered Mr. ************ a refund of $1,320.00 in the form of an eCoupon, and he accepted the offer. If Mr. ************ has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconveniences our customer may have experienced with this case. 

  Customer Answer

  Date: 07/23/2025

  [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,
  
  ***** ************

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,My name is ***** ******, and Im contacting you regarding a critical issue with my Samsung Galaxy * Fold 6 (512GB, Unlocked), which I purchased directly from ************************** on July 19, 2024.Shortly after a recent software update, the inner screen on my device completely stopped functioning. There has been no drop, impact, or physical damage to the phone. The timing of the failure immediately following the update along with multiple similar reports from other users, suggests a possible firmware or internal display driver fault.While I understand repair options are available, Id prefer a more straightforward and mutually beneficial resolution. As the Galaxy * Fold 7 is launching imminently, I would like to upgrade but I am concerned that the current screen issue will disqualify my * Fold 6 from the usual trade-in program, despite the fact that the issue appears systemic.I am respectfully requesting:- Full trade-in value for my * Fold 6, as if it were in working condition, - Applied toward the purchase of the * Fold 7, - With no deduction due to the inner screen ************ is my device and order information:- **Full Name:** ***** ****** - **Phone Number:** ************** - **Email:** ********************* **Shipping Address:** ****************************************** - **Billing Address:** ******************************************************************************* - **Order Number:** SA165271278 - **Order Date:** July 19, 2024 - **Purchase Source:** ************************** - **Serial Number:** *********** - **IMEI (SIM slot):** *************** - **IMEI (eSIM):** *************** I attempted to reach out to support via text over 12 hours ago and have not received a response. I would appreciate prompt attention to this matter and am hopeful we can resolve this smoothly.Thank you for your time and consideration.Sincerely, ***** ******

  Business Response

  Date: 07/22/2025

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** s complaint related to his Samsung Galaxy Z Fold6 phone. Our records show the agent assigned to the claim corresponded with Mr. ****** via email to discuss the case. Our records further show the agent advised Mr. ****** we are unable to offer a full trade-in value without first confirming whether the phone is repairable and offered him $50.00 as compensation to help cover the cost of shipping the phone to our service center. Please be advised Samsungs warranty is for service and all efforts to repair a product has to be exhausted before we can offer any accommodations. If Mr. ****** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconveniences our customer may have experienced with this case. 

  Customer Answer

  Date: 07/23/2025

  
  Complaint: 23558145
  
  I am rejecting this response because:
  
  We have not yet come to an agreement and we need to keep the case open until we complete discussions.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/24/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ******* complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, as stated in our initial response, the agent assigned to the claim explained to Mr. ****** that Samsung is unable to offer a full trade-in value without first confirming whether the phone is repairable.  Regrettably, outside of our offer of setting up service to evaluate the phone and compensation of $50.00, there are no accommodations for this claim.  Please have Mr. ****** contact our agent directly if he would like to accept the aforementioned offer in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc. 

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung refrigerator from Best Buy in 2019. I started having issues with my freezer not working this week and then next the fridge went out. I had a technician come out today to take a look at it and he states the compressor is bad and based on his experience would recommend purchasing a new refrigerator. This is very upsetting since the fridge is only 6 years old. This company should not be able to sell this product. If they continue selling a faulty product like this, they need to offer free repairs or replacements.

  Business Response

  Date: 07/21/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ********* complaint related to her Samsung refrigerator.  Our records show the agent assigned to the claim spoke with Ms. ******** on 7/08/25 to discuss the case.  Our records further show the agent explained to Ms. ******** that the refrigerator has been out-of-warranty since 7/31/20 and unfortunately, it does not qualify for any accommodations.  Please be advised that Ms. ********* refrigerator is over 6 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for a free of charge repair or a replacement accommodation; the cost of any out-of-warranty repairs would be at her expense.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 07/22/2025

  [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,
  
  ******* ********

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung Refrigerator that was made with a defective ice maker. Model Number RF26J7500SR Serial Number *************** that I purchased and was delivered on June 29, 2017. I have had it repaired due to the defect for years, at least 6 or 7 times. Now, Samsung is telling me I have to pay for the ice maker repair because they changed the policy. Also, that it is out of warranty. I explained it has always been out of warranty with no avail. Please help me resolve this issue. It is not fair that I have to pay for repairs when the ice maker is defective.

  Business Response

  Date: 07/21/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mrs. ********* complaint related to her Samsung refrigerator.  Our records show the agent assigned to the claim spoke with Mrs. ******** on 7/04/25 as well as corresponded with her via email to discuss the case.  Our records further show the agent offered for Mrs. ******** a free of charge repair as a one-time courtesy on the refrigerator's icemaker only and she accepted the offer.  The agent submitted a service request and a Samsung authorized servicer contacted Mrs. ******** to schedule the repair on the icemaker.  **************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer Answer

  Date: 07/21/2025

  [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 appreciate the quick actions of Samsung for repairing the ice maker, and the ice maker is now working properly.

  Regards,
  
  ******** ********

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to Samsung's poor customer service and lack of resolution regarding the repair of my *************** Samsung Bespoke Counter Depth 4-Door French Door Refrigerator with AI Family Hub+, which is less than two years old, broke down on June 18, 2025. I scheduled a service appointment with an authorized Samsung repair provider for June 20.After the initial appointment, there was no further communication. I had to follow up multiple times, and my case was finally escalated on June 23. On June 27, I received a call from ********************** saying the necessary parts were available and an appointment was scheduled for July 1. Then, on June 30, I was informed that the parts were not available and the appointment was canceled, with no new date given and no clarity on when the repair would be completed.Throughout this entire process, Samsungs customer service has been unhelpful. Ive been repeatedly transferred between departments and left with no answers or solutions. Never been provided a detailed list of what is wrong with the fridge, and if the parts are covered by the manufacturer's warranty. This has now gone on for nearly two weeks since the initial service appointment, and 13 days without a functioning refrigerator. I am a customer who simply wants a working appliance and a reasonable level of service and communication, neither of which I have received.Resolution Requested:I am seeking immediate repair of my refrigerator or a replacement if parts are not available. I would also like Samsung to acknowledge the poor service and offer compensation for the delay and inconvenience caused to my ********* case number is **********

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I called samsung since there are known defects with my model phone galaxy s21 ultra plus 5g, that they have honored to fix in other countries but since mine is out of warranty, tough. Shouldn't matter if it's out of warranty. Cars do recalls all the time. Mine is developing green vertical line that pulse at the top, also know defect of the led screen. I also have a refrigerator of theirs that the ice maker constantly freezes up and doesn't run. All they could do was try to sell me new ones but thanks but no thanks. Im out of work from health issues and will spend my little bit of money elsewhere on a company that values quality and issues.

  Business Response

  Date: 07/18/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ********* complaint related to her Samsung Galaxy S21 Ultra Plus 5G phone.  Our records show the agent assigned to the claim spoke with Ms. ******* on 7/02/25 to discuss the case.  Our records further show the agent explained to Ms. ******* that the phone is out-of-warranty and offered to set up an out-of-warranty repair, but she declined the offer.  Please be advised that Ms. ********* phone is over 3 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost for any out-of-warranty repairs would be at her expense.  Regrettably, outside of our offer to set an up out-of-warranty repair, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 07/19/2025

  
  Complaint: 23538113
  
  I am rejecting this response because:
  Just because a product is out of warranty does not excuse the manufacturer from recalling a product with a known defect.  In other countries Samsung has publicly acknowledged the faulty screens and offered a replacement, not on just new phones but all the phones with faulty screens.  This is a DEFECT!! If a car is 4 years old and out of warranty the manufacturer will honor a recall and service the defect without fee.  ...but samsung management rather I buy a new phone...ugh, NOT A CHANCE.  I will buy an iPhone before I purchase any samsung anything. You dont honor your customers, you honor your pockets.
  
  
  Regards,
  
  ******* *******

  Business Response

  Date: 07/22/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Ms. ********* complaint, Samsung believes in building quality products, and we apologize for not meeting her expectations.  However, as stated in our initial response, Ms. ********* phone is over 3 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost for any out-of-warranty repairs would be at her expense.  Samsung's decision related to Ms. ********* phone remains the same.   Regrettably, outside of our offer to set an up out-of-warranty repair, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America******

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ice Maker stopped working. I called my home warranty out to repair, they stated a class action lawsuit against Samsung was filled which covers my refrigerator so they wont repair. The provided the action number ASC20170602002.After spending nearly 6 total hours with Samsung service their conclusion was they wont cover it.They also wont provide me a letter stating its not covered by the lawsuit or warranty to provide to my home warranty.I have dealt with 4 different people at Samsung and never get the same results other than dissatisfaction. I have very disappoint as I cant get a working ice maker.

  Business Response

  Date: 07/18/2025

  Thank you for contacting Samsung Electronics America,**** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** complaint related to his Samsung refrigerator. Our records show that the agent assigned to the claim corresponded with Mr. ***** via email to discuss the case. Our records further show the agent offered Mr. ***** an out-of-warranty repair but he declined the offer. Please be advised Mr. ****** refrigerator is over 11 years old, is outside of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations. If Mr. ***** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 07/18/2025

  
  Complaint: 23537275
  
  I am rejecting this response because:
  
  A class action lawsuit was awarded to owners of these refrigerators due to faulty ice makers. This claim has nothing to do with the warranty.

  Samsung created a service bulletin stating how the ice makers should be replaced/repaired per the lawsuit.

  Samsung refused to even acknowledge the lawsuit.

  My Request to Samsung was simple. Please address the lawsuit only and if this Refridgerator is deemed not covered, please state that in an email to me.

  Again,  Samsung completely ignored the request. 

  I refused their suggestion to send a repairman out because I have already had one out under my home warranty.

  My home warranty stated they will cover the repair but they require a letter/email I can provide them stating its not covered under the lawsuit.

  My home warranty company also stated they have recd many such letters/email that were obtained from Samsung directly.

  Im not sure why Samsung wont just state the repair isnt covered by the lawsuit so I can move forward with my home warranty company.

  Based On my experience I will not purchase or recommend anyone else ever purchase a Samsung product. 

   

  
  Regards,
  
  *** *****

  Business Response

  Date: 07/22/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ****** complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, as stated in our initial response, Mr. ****** refrigerator is over 11 years old, is outside of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at his expense.  Samsung's decision related to Mr. ****** refrigerator remains the same.  Regrettably, outside of our offer of setting up an out-of-warranty repair, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.