Samsung
Reviews and Complaints

Regarding:

27 cu. ft. French Door Refrigerator in Fingerprint Resistant Stainless Steel

Model #RF27T5201SR

This complaint is for the refrigerator stated above that I purchased for my parents for a housewarming gift 6 months ago (November 2021). My parents are in their 80's and have been without a working refrigerator for over a month now while we still deal with this. All their food had spoiled. Neighbors had to come to their rescue to provide them with cooked meals, ice and storage in their own personal refrigerators and freezers. We are now over a month in this dispute with Samsung and still no resolution and still no refrigerator for my parents.

I've called 4 times and this last time have been on the phone for over 4 hours. YES, 4 hours! I have a refrigerator that wouldn't stay cool. After two techs came out to repair the refrigerator the second one determined that the refrigerator is contaminated and can not be repaired. We were told it's garbage and to put it in the trash. Samsung stated they don't want it back.

Here I am a month later and still arguing with Samsung that I need a replacement refrigerator. They told me the replacement is not in stock so they will offer me $1500 in a check or credit on Samsung.com website. This same refrigerator is showing out of stock at Home Depot at today's price of $2399. Samsung has stated that $1500 is all they can offer me since that's what I paid for the refrigerator at the time of purchase - 6 months ago. (At the time I bought 2 households full of appliances so I had a number of rebates applied). Today the rebate is only $35 for a single appliance purchase! That's still a $900 difference that I'd have to pay out of pocket for a refrigerator that is non-usable, defective and STILL UNDER MANUFACTURERS WARRANTY. I argued to give me a comparable replacement since my fridge isn't in stock. After being so frustrated I decided to take their advice and shop Samsung.com to see what is available and BAMMM the refrigerator shows in stock! I call to confirm the fridge is in stock. It is. I then speak to Samsung Customer care and they tell me that they can't replace the fridge because it's out of stock. I questioned the availability on their website. They tell me the website isn't affiliated with them. So then why tell me to go shop on there and use the $1500 ecredit you're offering me if it's not affiliated with you? They said "it's a different warehouse and our warehouse doesn't have it in stock". Under normal circumstances I would understand that, but how can you tell me to shop on Samsung.com, put in my shipping address and it shows in stock? I purchased it at $2399 so I can prove a point. I call and confirm my order and my delivery date of May 12. Confirmed! I question that to the representative and I'm am told that website is for new purchases only. It won't accommodate a replacement. HUH? So I ask, a new customer takes preference on a delivery to an existing loyal customer that is currently without a refrigerator waiting on a replacement? Reply, yes. WHAT?

On another call to Samsung I was told to call Home Depot since I purchased it there. They told me because I purchased it from Home Depot I needed to call them. Confused by that we did what we were instructed to do. I called Home Depot and they told us this is a warranty claim that needs to go through Samsung. I call back Samsung and now they are telling me that I can't exchange the fridge, I corrected him and said no I'm asking to REPLACE the broken fridge that is still under warranty not exchange one because I just don't like it. After speaking to 9 (yes 9) different reps today they all still state my only option is to take the cash or credit. How can I in my right mind take a $1500 credit for a defective refrigerator when I can't replace it for any less than $2300? This shouldn't be my problem that they produced a defective refrigerator. Why should I have to pay anything out of pocket? One rep had the nerve to say that prices are higher since last year. Again, not my problem that they produced and shipped a faulty refrigerator!

All I asked for was a replacement, or something comparable to what we had. I wasn't looking for any money in my pocket just a replacement. Samsung, please, just replace it and make right by your product. Every single rep I spoke to was like a script read employee word for word. It was quite discouraging that I wasn't speaking with anyone who was taking my claim and my concerns seriously. My experience has been pitiful and at times so unprofessional discussing my matter while a child talking in the background while the woman/supposedly floor supervisor had me on speaker phone. I asked her if she could please take me off speaker phone since it was echoing and there was background noise. She said "she couldn't". Then there was the guy who was obviously sitting outside or driving his car because I could hear the sounds in the background. I asked a number of the reps several different times if our call was being recorded. The reply was yes. So Samsung, if you truly are reading this you may want to listen to your recordings (I can provide you dates and times as well as names). You may want to expand your training outside of the script reading to make sure your reps understand that they are a representation of your company.

Could someone please explain to me how such a large, well known, top notch company treat a customer this way. This is not a one time purchase! It's my third full house purchase in less than 3 years! I wouldn't come back if I didn't like your product. You sent a faulty refrigerator that didn't even make it to the 6 month anniversary. A refrigerator that is still under warranty. How can you not replace it with either the same refrigerator or anything that you have in stock that is comparable? How can you tell a customer to go shop on Samsung.com for available products for them to find the product they need is showing available. If it's an oversight, make it right! How does a company as big as Samsung tell an existing loyal customer that you can't have that refrigerator because it's reserved for new online customers? I still can't believe that. Unbelievable! How do you then tell that loyal customer that she can order it online at Samsung.com but we're only crediting you $1500 you are responsible for the remaining $800 difference? Just give me a $2300 credit and tell me I have to spend it on Samsung.com! It's your money. It's your product! Your mark up will absorb the difference. How do you tell a customer because she got all the rebates from BUNDLE PACKAGES of YOUR PRODUCT that she is only entitled to what she paid for a non-working refrigerator? Just give me the same package pricing for the new one that you are telling me to shop for like it was a new purchase.

I will not stop with my posts. I will not stop with my persistency until I have a satisfactory resolution from Samsung. I came on here for Samsung and the general public to hear my voice. I will gracefully post a positive post following this one if they do right by me, the consumer. If not, I will continue my posts of my Samsung replacement journey for others to read in hopes that they stray from considering a Samsung purchase.

With this post I am also asking for any others who have had similar issues either with Samsung and/or this model refrigerator. My next post is via Facebook and Twitter so look for me there. I'm normally not that person who posts negative comments but this situation is so deserving of the negative posts. I am not looking for any monetary benefit from Samsung. I am just looking for resolution to the ridiculous way this claim has been handled and the way Samsung customer service is nothing worthy of a 1 star review.

I will continue to post updates for all to view whether they are positive or not. I can be fair in a positive situation. This has now become a challenge to Samsung owning up to their reputable reputation or to let the public see what they really think of their consumers.

Samsung you can reach me at [protected]@aol.com. This is also an invitation for anyone else who would like to share their prior experiences with Samsung. Looking for any possible class action lawsuits that are out there that can help resolve this matter.

Thank you!

Hi,

I sent my phone for repair through Samsung, and I agreed for the offer to fix it for 146$, however I was charged for 292$ (ticket number:[protected]) on March 15, 2022. I've called the Samsung service center more than 10 times (every time I needed to answer the same questions and to tell the story from the very beginning and waiting for an hour or sometimes more) during which I was told that "Samsung apologizes for the mistake" and that I will be refunded within 24-48 hours. Obviously, non of this happened.

I've also tried chatting with the support representatives online (I still have the chat history), in which I was promised the same, but yet, nothing happened.

I request an immediate refund!

Pandora Smith 954.415.7856

It is outrageous what is happening, I bought mine samsung smart washer and dryer in 2017 and now, march 2022, after 4,5 years the washer is not working properly, the cycle stops in the middle and stops spinning. Samsung sent a tech, charged me $140 and samsung told me they cannot help me, as the part to fix it is not available.

Has been 4 weeks now. I even offered them a trade in, so I could get it resolved and buy a new one for fair price - a machine like this should last 15 years… they said no.

On 12 February, upgraded MTN contract, qualified for promotional Tablet through Samsung. Called promotional number 12 March and consultant confirmed receipt of confirmation and confirmed reference number, noting delivery 5/10 working days.

Tried on numerous occasions since to get hold of samsung, holding for ages no consultants.. email numerous times, no response.

Its now 4 April, no Tablet, just tried again, held for 20 Min, no response, sent another email.

Have no idea whether the Tablet will actually be delivered. Should'nt MTN take some responsibility?

[protected]@gmail.com

Some one opened a Samsung all goods account in my name. I did not authorize this TransUnion Credit company.

we purchased a side by side nove 2021 after 3 different tecks came out it was determined it was defective . feb 2022 the new one won was deleverid with the same issues. ater months of phone calls with samsung they will not resolve the issue or call back very unsatified with samsung

Samsung Repair Service SUCKS!

I received this A32 phone from T-Mobile last August. Last week it said that my memory was getting full (even though I only had a few photos & downloads). I took it to a T-Mobile repair center. They said the best solution was to do a factory reset. Because the "Other" memory was full and couldn't be deleted.

I went home a did a factory reset. After doing the reset I got a message saying that my phone was maintained by Knox and that it belongs to Summa Healthcare.

I never heard of Knox OR Summa Healthcare. THAT is why I contacted the T-Mobile headquarters. T-Mobile said to take it to UBreakItIfixIt to have the Summa/Knox programming removed.

I took my phone and the original receipt and drove to 4 UBreakItIFixIt locations. I drove 160 miles total. Every location sent me to ANOTHER location. None of them could remove the Summa/Knox programming.

Frustrated, I called the T-Mobile headquarters again. They connected me to Samsung. The person at Samsung said that they would repair or replace the phone because of the Summa Healthcare/Knox programming.

I assume that I received a refurbished circuit board in my "new" phone and by doing the factory reset, it triggered the prior program.

Please replace the phone with one that has not been refurbished and still contains prior programming.

03/09/2022:

I called Samsung and told the rep what happened. She said she understood and provided a UPS label for me to send my phone for repair. I sent my phone to Samsung for the first time.

03/10/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/10/2022 at 11:22 AM EST.

Service Ticket Number: [protected]

03/14/2022 Email from Samsung

Service request [[protected]] to be shipped back unrepaired.

Dear Dennis Young,

Please be advised that your Samsung SM-A326UZKNSPR was not repaired. The unrepaired unit will be returned to you and the expected ship date is 03/14/2022.

(No reason was provided)

03/15/2022: I received my UNREPAIRED phone back from Samsung

I called Samsung and was told that I needed to provide proof-of-purchase. I emailed a copy of my phone purchase receipt to [protected]@sea. samsung.com. Jesus, the Samsung rep, said everything would be taken care of and not to worry. He provided a UPS return shipping label for me to send the phone back a second time.

03/16/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/16/2022 at 10:52 AM EST.

Service Ticket Number: [protected]

03/19/2022 Email from Samsung:

Dear DENNIS YOUNG,

Please be advised that your Samsung SM-A326UZKNSPR was not repaired. The unrepaired unit will be returned to you and the expected ship date is 03/19/2022.

(No reason was provided)

I then called Samsung and asked to speak to someone in authority. I was transferred to a man in “Case Management”. I explained my situation to him again and was told that I needed to provide proof-of-purchase again. I emailed a copy of my purchase receipt to [protected]@sea. samsung.com for the second time.

I then called a man at Samsung-Knox. He said he understood what happened and tried to pull up my phone’s information in his system. He said there was no record for my phone. He suggested that I ask for a new phone since he doubted that the Knox programming was embedded into the software and could not be removed. I called Samsung customer service back and told them what the fellow from Samsung-Knox told me. The service rep provided me with a UPS return label to send the phone back for the third time.

03/21/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/22/2022 at 3:34 PM EST.

Service Ticket Number: [protected]

After careful inspection, the repair cost for your product has been changed. Please review the following important information and instruction.

Ticket Number : [protected]

Warranty : Out of Warranty

Model Number : SM-A326UZKNSPR

Serial Number : [protected]

Product Symptoms : OPERATION SYSTEM ISSUE PLATFORM / SOFTWARE OPERATING SYSTEM ISSUE

Std. Repair Fee : $69.00

LCD Assembly Repair Fee : $109.00

PBA Repair Fee : $0.00

Care Pack Fee : $0.00

LCD Repair Fee : $0.00

Subtotal : $178.00

Tax : $14.69

$192.69

Outraged, after seeing this bill, I called Samsung and asked what these charges were for. I was told that my phone was damaged, and the lens was cracked and that was the cost to repair it.

I demanded to speak to someone in authority and was transferred to Jesus in Case Management. After explaining to him that my phone was in pristine condition when I shipped it from the local UPS office, he said that it was probably damaged in transit and waived the fee as a “one-time” courtesy.

03/21/2022 Email from Samsung:

* This is a system-generated email from an unmonitored mailbox. Please do not reply *

Dear DENNIS YOUNG,

After consideration, it has been determined that your Samsung device will be repaired in warranty at no cost to you. An e-mail notification including tracking information will be sent when the repair process is complete.

For real time repair status, please click the Repair Self Tracking option within this e-mail to the right.

The phone’s physical damage was repaired, and it was sent back to me with the same unresolved Knox programming issue.

03/25/2022 Email from Samsung:

Dear DENNIS YOUNG,

Thank you for your patience.

Your product was shipped on 3/25/2022 at 4:02 PM EST.

03/28/2022: I received my phone back from Samsung

The phone’s operating system was still maintained by Samsung-Knox. Nothing was done to fix it.

I called and spoke to Jesus in Case Management. He said he understood the problem and provided a UPS label so that I could sent the phone back for the fourth time.

I called Samsung and asked to speak to someone in authority. I was transferred to Juan who said they don’t deal with Case Management. He transferred me to “Awarilyn” (SP?) who said they needed the Knox code. I explained that I don’t know ANYTHING about a Knox Code because this is my private personal phone and it is not maintained by Samsung-Knox!

03/29/2022 Email from Samsung:

We received your Samsung SM-A326UZKNSPR on 3/29/2022 at 11:32 AM EST.

Service Ticket Number: [protected]

I purchased a top of the line Samsung Washer and Dryer from Best Buy in 2020. The Washer is a front loader/dual washer with all the bells and whistles. I loved it for about 1.5 years and it stopped working. I got a bunch of Unbalanced load error. I called Samsung and they said to fix the problem they would need to install a new tub and drum. They offered to pay for the parts (warranty of their units are only one year) which was very thoughtful of them. As a consumer I expect my washers to be manufactured with high quality standards. Now for the unfortunate part, I am unable to get the washer fix because Samsung can't get the parts to fix the washer. Not only can they not get the parts they have no eta and when the parts will be available... I've already waited a month for the parts and still no ETA on availability. I could be waiting 6 months to a year to fix my washer. So I asked Samsung if they would give me a discount on a new washer (I can't wait 6 months to a year to wash my clothes). Their answer was no, they will not provide me a discount. It's Unfortunate that Samsung does not stand behind their product. I will not make the same mistake twice. My next purchase will be an LG or Wirlpool.

I bought my dryer with installation from Samsung 9/2021. It was working fine until 3/13, and then it stopped heating. I have not moved or touched my dryer since Samsung installed. When I called Samsung, they had a NISI person come out to look at the issue. The Tech stated it was from installation, and it was wired wrong and this is not covered under warranty. Then I was sent to Ecommerce who handle installations, and they said it was past 30 days from installation. They said I need to contact Warranty again, and explain. It has been two weeks at this point, and I have talk to 10 people.

Two points here...1. If it was installed wrong, why has it been working for 5 months? 2. Samsung installed the dryer, and I paid them.

The warranty people just told me today Samsung will not pay for the tech to fix. I have to pay for the tech to fix, since it was wired wrong. Why should I have to pay again for Samsung to fix when they are the ones that installed it incorrectly?

I bought my dryer from Samsung in effort to have a smooth transition with repairs. I will never buy anything from Samsung, and their customer service is terrible.

I purchased a 50 in TV. It has already stopped working. It was purchased in Dec of 2020.It is a black hole. There is no picture or sound. The repair man came out and said that the panel and other parts were gone! I was totally floored. How can a TV already stop working? I was given a one time repair warranty by Tech support.I was given two repair times one on the 25th and the other on the 28th of March 2022. I called SAMSUNG non customer service and got absolutely nowhere. The one time repair warranty that I was given by SAMSUNG will not be honored.

Very disappointed in the forced Samsung updates‼️😤 Not only they are not usually helpful but make the phone a lot less functional 😖 take away things that worked Change the look of the phone to something we don't ask for and usually don't prefer And even if you call them They have no clue how to help you usually or how to remedy the problem Very unhappy with the Samsung way‼️

To whom it may concern

After using my 50" Samsung UHD Tv for a year and 3 months it stopped working.

It still has a 2 year warrenty.I called the Samsung customer service and received the worst after sales service, you could ever imagine. I logged a complaint at Game Newcastle on a Saturday19 March 2022. The Person assisting me logged a call with samsung customer care. 2 days later 22 MArch 2022, I called samsung for an update and they indicated they have no record of my call log. They then proceeded to log the fault, promising a technician would call back. A further, two days later,24 March 2022, being thursday after numerous calls to the call centre, they established that no call was logged and that they will have to start afresh. They promised a technician would be sent out. after waiting the weekend and upon calling on monday, 28 MArch 2022 the service attendant indicated that the log was cancelled by someone and a new log would be created with a two day waiting period.

This is the most horrific service I have ever encountered.

Nothing has been done to date.

Dear Sir,

Kindly find my disappointment while dealing with Samsung official distributer in Egypt. On 20.02.2022 I've ordered smart phone S22 ultra black color, buds live and silicone cover.

Order number is EG 211130-[protected]. Full amount of payment was charged from my credit card directly after making order in SAMSUNG Egypt online store. Release date was on 11.03.2022.

On 08.03.2022 I've got a phone call from the online store that there is no black color is available. As a comparison of changing colour to white, I was offered to get a screen saver for free. Until today, 27.03.2022, nobody from Samsung online store contacted me about receiving my phone and accessories. Although I contacted them 8 times since released date and couldn't get any information about my order.

At the same time I ordered a charger for expected phone, 45watt, on 12.03.22 and received it on 14.03.22.

The question please, how and when Ican receive my phone and accessories?

Thank you in advance. Your quick respond will be highly appreciated.

Your loyal customer, Ashraf Zaki.

I bought a Samsung wash machine 8/27/21 I’ve had the machine 6 months. My daughter was using it 2/27/22 when the tub started to rock all over the place and a an error started reading. Called Samsung and they tried to calibrate it and it didn’t work. I’ve had the repair man out to my house now going in 5 times. I asked Samsung for a refund and they said the first 3 times didn’t count because the repair man didn’t do anything which was a lie. I can’t have a refund until after this time if they can’t repair it, just awful. I started a new job and had to take time off without pay to have the repair man come out. They are now replacing the tub inside a second time when it’s never been used, but that doesn’t count. Both repair men told me to call Samsung and ask for a refund the machine is junk and I was told by Samsung that they shouldn’t have told me that, this whole situation has been a nightmare so don’t but from Samsung

I order from Samsung directly a bundle deal they had, I follow the direction on the trade-in device, a completed all the questions. One day I get an email stating my device did not pass the inspection because it does not turn on. My device was fine when I mail it, I even added additional bubbles for protection. I receive an email stating if they did not hear back from me the same day they will recycle my device and charge me $425.00. I finally contacted someone from Samsung thru chat, I told them I did not authorize the additional charge was told that as long as I return the device. Two days later get an email that I was charged the $425.00 I contacted again now this time the representative stated that the phone does work and is not sure why it did not pass the inspection for the credit. I informed the representative I never authorized the additional charge as I had initiated a return of the device. It was frustrating no one can help and they just wanted to keep charging me additionally, I feel like is a scam to put you in this predicament.

I purchased a burgundy 512BG S22+ ultra on Feb 21, 2022. My order number is CA220221-[protected]. The order said shipping date starts March 8, now it March 21 but I still never received any email. 2 weeks ago I called Samsung and was told they I will receive the product by March 22 but of course I didn't. It's so hard to get a hold of anyone. This is almost $1700 I paid for a month but didn't receive any product! I even bought Samsung care but since I didn't receive the product, when does my samsung care actually start? It will be a month or more wasted. I have been with Samsung for years and have been a loyal customer until now. I tried the online chat and this is what I got in return "Due to high volume we are unable to assist all customers, please visit www.samsung.com/ca/support for self-serve options or Text us at WE CARE (932 273)."...This is not even called "service" it's just absolutely not acceptable!

About 2 years ago my daughter opened the fridge, one of the door shelf’s fell out of the fridge ( clips on the side snapped ) 2 weeks later my husband opens the fridge and the other one does the same thing! I’ve been calling Samsung about this issue for 2 years and I get the run around, they tell me the product is in stock and text me the link and quickly hang up, I open the link and it says “out of stock”!

Oh and the cheese tray at the top of the fridge the lid for it snapped in my hands when I went to close it! ( I’m by no means hulk and pushing it back in shouldn’t of snapped it! )

On January 29th 2022 we purchased a Samsung Refrigerator at the Home Depot in Sandusky Ohio. It was delivered on February 10th. 6 days later we woke up to water all over our kitchen floor and the refrigerator not working. All of our food we had just spent $300 on was spoiled. We called Samsung where the operator was rude and said “we can troubleshoot but if I send a technician out there and he finds nothing wrong with the refrigerator, you will be responsible for the service fee, if we find something is wrong we will pay the fee”. The repairman came 10 days later and found it to be not repairable and wrote a “ticket” stating the compressor was “bad and felt the refrigerator was reconditioned and is junk”. He said Samsung will try to have it fixed by a three tier technician again and replace the compressor with a used one and it will ultimately go bad in the near future. We called Samsung a minimum of 10 times (we now know you use a third party company and we were not really speaking with someone from Samsung). They told us the compressor part is on back order and they will issue us a reimbursement check due to the part not being in stock. We never received the check nor did they do anything about the $300 worth of food we lost that rotted and spoiled. Angel, a “Samsung operator” texted and emailed and issued a refund receipt (which I will attach with this complaint). We are still without a refrigerator and it has been over 30 days without one. My children and I have been eating out daily and cannot afford to continue to do that. This has gotten very costly and unbearable. What a horrible experience this has been and Samsung has been a horrible business to work with. They took our money and we received a used refrigerator. PLEASE HELP US. WE HAVE NO WHERE ELSE TO TURN. Home Depot said if we didn’t buy the Samsung warranty we could have returned it to them but it’s out of their hands.

For the love of God someone please help me.

Very extremely bad product support and service. My 65" Samsung TV was in warranty and the new replacement part panel had a 4" x 2" bend in the metal frame. The onsite technician said that he could replace the bent part within 48 hours. The day before the scheduled replacement, Samsung texted me with a ridiculous cash offer that was 20% of what I paid. After more than 10 calls to Samsung support, they could not simply repair the TV or offer an equivalent exchange. They claimed the equivalent replacement was not in stock, although Samsung's own website showed inventory. After doing some research, other customers have reported an almost identical bad experience.

Very disappointed with lack of support and being lied to by first and second level customer support. I really think that Samsung does not care.