Samsung
Reviews and Complaints

I was delivered a broken TV from the Samsung Online Store, and I have been waiting over a month for a replacement. I have called Customer Support several times and have been given different responses as to how long the process will take. This is totally unacceptable given that the product was damaged on delivery.

Order number: AU210120 - [protected]
Date of incident: 1/2/2021

1. There appeared to be a gas leak on 1/21/21. We called Samsung. They sent technicians out who came and broke the gas valve more and did not resolve the issue. We called Samsung again and they told us it was just an inspection and the technicians were not supposed to do any repairs. They told us to create another ticket for someone else to come out. We created another ticket.
2. Another technician came out on 1/30 and stated he could not fix the stove because a part needed to be ordered. We called Samsung and they told us they needed to order the stove part and also that we should create another ticket. We created another ticket.
3. The first technicians came back on 2/22, looked at the stove, brought the stove part, but told us it was the wrong stove part. Then they left. We called Samsung wanting a refund as this issue has not been resolved. They told us they are "reviewing the notes" and will get back to us. 4. This issue still has not been resolved, and we want a refund for the stove. It is now 3/8/21.

We are frustrated. It is a new stove and it's more than a month later with no solution and no working stove. We have spent a lot on money on take-out food since our stove has not worked. We also have a newborn baby and cannot be spending more money on take-out food since we can't cook because we have no working stove.

We want a refund.

Model NE58K9850WS

My gliding rack no longer engages and remains locked in place.

It began inconsistently disengaging about a month before the 1 year warranty expired. With family CoVId concerns I completely neglected to follow through in seeking replacement. Now the range is 3 months out of warranty and I have been refused a replacement.

I am asking that the gliding rack be replaced with a standard wire rack. The
Gliding rack Is a safety hazard when it doesn't engage. I have no confidence in replacing it with another gliding rack.

I respectfully ask for reconsideration to replace my rack.

Thank you
Sherese Hildenbrand
[protected]@yahoo.com
[protected]

Very important follow-up:

Well to the company of samsung what would you like me to do next? It has been no greater than 3 months and my ice maker is freezing up again! As a customer we have been very patient allowing you to attempt to repair this ice maker 4 times! And this is also a safety issue for myself and my family attempting to clear this freeze up fortunately for us and samsung no one has been injured attempting to clear this freeze up. I happen to work in a fortune 500 manufacturing plant for the last 20 years and safety by far is the most important job in this world. Now my request to you is for a full refund of the purchase amount of this defective lemon refrigerator that samsung had known about this issue and had decided to take the risk of safety issues and reliability issues to the end users of samsung refrigerators with the known defective ice makers. I will look forward to a quick refund and you have my email address if you should even have any questions about this!

Would like to appeal for the following reasons:
1. I understand that my S10+ was bought 1+year ago, thus it is not under warranty now.
2. The fact is I have only used the S10+ for about 2+months, thus if I have used it when I bought immediately, it should be under warranty.
3. The fact that I have used it for only about 2+months showed that it must be a manufacturing defect or something wrong with this batch of S10+. Thus, would appreciate Samsung to check your records of complaints for S10+.
4. Also, pls take into account that I have been using faithfully your products, especially Note 8 which I have been using for 3+ years (thus, when I bought S10+ 1+year ago, I refused to change to S10+ as Note 8 has been serving me well.)
5. Lastly, for saving the earth, this S10+ is still in a perfect condition which has been used for only 2+months, thus it is really a waste of resources to throw it away now.

Bought a Samsung electric range from Home Depot 1/9. Range was delivered and hooked up today. It did not work delivery crew took it back, said they filed claim and we would receive a call. Called number and was told they have a new range in stock will take another 10 days to be delivered. They offer no expedited delivery for people who received defective product, You are put in the back of the line for another delivery.

I dont typically write negative reviews but after the aggravation I now have had to deal with for the ongoing couple months I needed to vent somewhere.
I had a monitor (Samsung CF398) that is only a couple years old and honestly I rarely used it since my main desktop failed. Went to use it and it would not turn on. I thought, crap there goes a couple hundred bucks. But, found out there is a warranty under the product. Great!
So, spoke with tech support and very helpful sent the monitor into tech support. Waited 3 weeks and got the monitor back. At this time, I did not have a desktop so I decided to sell the monitor on ebay. Shipped it out to the new owner to get a message that the monitor screen was not working.
So, I had to pay the return charge and refund the person their money back.
I contacted the customer support again and went over the situation after seeing the monitor had a blurry picture.
So, I sent it back to them and waited maybe 2 weeks this time.
This time I checked the monitor right away to be absolutely disappointed because the screen was flickering. Now, I am very upset and literally just over this.
Call customer support again only to find they want me again to send it back to them for servicing. Crap product and not very good techs. This was one of my most aggrevating things to deal with. Tossing out this crap monitor and moving on.

Placed two identical orders at Samsung.com for an S21 phone and tab S7+. Should be easy, right?

Was informed that I could purchase the extended warranty when the product arrived - not accurate. Now, I have to send everything back and order again.

Was promised the same promotion price as the original order, called, chatted, and email 14 TIMES. At the end of it all, I was told "No refund for the discounted items, only credit to be used at Samsung.com) Mind you I HAVE SEVERAL EMAILS IN WHICH I WAS PROMISED A REFUND, but they refuse to grant it.

Now, for one of my orders, they are demand that I return the item within 15 days, however, the replacement that order still has not shipped after 2 weeks "Due to weather" Wait a minute...doesn't weather work both ways? In the meantime I am stuck without a phone and/tablet to use for work.

P.S. Same issue with the S10 I ordered 16 months ago - bait and switch on the price. Figured everyone is entitled to one mistake, but APPLE - HERE I COME!

I bought the so called top end of refrigerators the samsung with the huge tablet screen on the front. I was so proud to show it off to friends and family when i entertained until the time came to get ice! It would always be out and i couldnt understand why a fridge the cost me 4000 bucks could never make ice so i looked up the problem online and found that its horrible manufacturing. The ice jams up in the box and it stops producing ice. The trick is to get a blow dryer and defrost the box and after i do this it makes ice for a day of so then it stops again. This is highly unacceptable from a 4000 dollar machine! I need samsung to stand by their name and make this right asap!

I bought my galaxy buds from raya shop - samsung authorized agent in cairo - egypt 45 days back and after few days it started to give horrible noise on the caller side and I continue testing it with other phones and other networks and problem continue so I went back to raya shop where I bought it and they took it from me for 10 days to send to service center of samsung and after 10 days they called me to receive after claiming that it has been repaired and working find after receiving it the problem continue and same horrible noise on caller side which means that the microphone is having an issue and I returned back to them so they refer me to samsung service center in cairo festival whom refuse to receive it and said it is not brought from egypt despite showing them the invoice from their agent in cairo but still they didn't receive so I went back to raya shop whom again refuse to take it or replace it and I tried calling their call center and I filed official complain on samsung website and again no response and huge negligence to me complaint from both parties now I have buds brand new and I cannot use them and this is my first time with samsung devices as I use samsung since long time back but with this kind of support I am getting I will never buy anything from samsung

My stove-top knob broke. The stove is out of warranty but is only about a year and a half old. The replacement knob will cost over $103.00 ! This is to replace a poorly made product. The inside of the knob is made of a cheap plastic. This price is clearly ridiculous.

In good conscience I can not recommend Samsung products. Because as of right now I have not had a good experience.

Madeline Forlai

[protected]@comcast.net

To whom it may concern,

This is a Samsung China mainland customer writing the email, and I want ask for help from you to forward my question to China Mainland complaint department leadership team, cause I have no trust on the tel commissioner.
I want to vent my experience because I am too frustrated with the product and their customer service:
1. I bought a Samsung galaxy Z Fold 2, and in the app (called Samsung assistant)sales promotion, I can apply for a galaxy watch 3 LTE edition as gift. I applied the gift and type my receiving address in the app (on Jan.15 or 16), and did further confirm after 7 working days (on Jan. 26) from the first application date following the rules shown in the app without any caution or warning to me. According to the rules, the watch will be sent to me within 7 working days. However, I didn't get any update since then. On Feb. 2, I made call to samsung for the first time, and get the answer I am not qualified because I bought the phone online. There is no related rule statement on the app page (attached picture, as comparison, I also upload similar promotion page in app for note 10+, while the page of note 10+ say that this campaign is only for customer offline) and there isn't any limitation or rules statement during my whole apply process
2. The other thing that made my experience horrible is the Samsung customer service. First when I decide to make a call, I have to make decision by myself because Samsung club transfer me to the online shop, the online shop told me it has nothing to do with them. I then called the samsung electronic customer service (CS) and was told they only in charge of tech & usage related affairs. I then insist the CS should help me to coordinate and solve the problem, then each time I got a new answer and it still has no progress until now
3. One thing made me really confused and angry is I want to get the e-mail address for further communication and detailed picture upload, but the CS told me they have a e-mail box but can not provide to me. I ask them again and again do you have rules stating that they can not provide the adress to customer and only got the same answer they can not provide. They were extremely aggresive on the phone and seems no will to help me further.

Hope you can help me forward my concern to China mainland related departments, really appreciate for your help!
Thanks & Regards,
Tony

Model: ME19R7041FS
Serial #: 0BQK7WTM800749E

We purchased a BRAND NEW HOME and when we moved in the control panel cover was badly scratched. I tried talking to one of your representatives and she basically told me that there was nothing we could do because we don't have the receipt. The builder will not phone us back in order to get the receipt. The touch pad looks awful - I don't know what they did to it, but we would very much like to have a nice, clear new touch pad. I'm extremely upset with Samsung and am looking to you for help.

Here's a copy of the CHAT I had because I was passed around and got no assistance from Support. Support just isn't given the necessary tools to help and there are no supervisors apparently.

9:39 AM
Hello! I'm Samsung's Virtual Assistant.

9:39 AM
To begin, please select a topic below

9:39 AM
Help me with my product or repair request
9:39 AM
Start by choosing the type of product you need help with.
9:39 AM
Refrigerators
9:39 AM
Now type your question or select a button that explains the issue.
9:39 AM
Samsung refrigerator cooling issues
9:39 AM
If your freezer, fridge, or other temperature controlled compartments (such as FlexZone) are not cooling, there are several things you can do. Most cooling concerns can be resolved by adjusting refrigerator settings, proper use and care, inspecting and cleaning the door seals, or resetting the refrigerator.

9:39 AM
What cooling issue are you experiencing?
9:39 AM
Refrigerator or freezer is not cooling enough
9:39 AM
It can take up to 4 hours for the display to change to the temperature you have set and up to 28 hours for the refrigerator to actually achieve that temperature, if the doors are not opened.

9:39 AM

9:39 AM
Leave 2 inches of clearance at the back, top, and sides of the refrigerator.
Heat has to go somewhere. If the refrigerator is in too tight of a space, the heat will be unable to leave the refrigerator and will stick around, keeping it warmer than it should be. A 2 inch gap on the top, back, and sides is enough to allow air to circulate the heat away from the fridge.

9:39 AM
Keep food 2 inches clear of the vents, and your fridge at least 2/3rds stocked.
Similar to the outside of the refrigerator, you need air circulation inside the refrigerator as well, or the hot, moist air will have no way to leave the compartment. The vents in the back of the refrigerator need the same 2 inches of space that the outside does, to allow the heat to be sucked out through them.

For the rest of the refrigerator, the more stocked you can keep it (at least 2/3 full) the easier it is for the fridge to keep cool, since food is much easier to keep cold than air is. (This is especially true when you open the doors and all the cold air whooshes outside and gets replaced by warm air.)

Here's some tips for stocking the refrigerator:

The more containers that can be sealed and stacked, the better. Not only will this help keep moisture levels down, it also helps keep things organized, which means you spend less time with the doors open.
Put fruits and vegetables in the crisper drawer(s). This will give you the same benefits as using containers with lids and help them last longer.
Keep the most perishable food away from the doors since that is the area that gets hit with warm air every time you open the doors.
If you've still got a bunch of open space, add some water bottles.
9:39 AM
Keep your fridge cool, inside and out.
It almost goes without saying, but remember to adjust the settings on your fridge and set the temperature lower. You can also use settings like Power Cool to give it that extra oomph. Summer months are often much warmer than winter months, so the effect of opening the doors to get food out is that much stronger on the fridge. Having it colder in the first place can help negate that effect. For instructions on how to set Power Cool on your model, or set temperatures for compartments like Cool Select or FlexZone, see your user manual. Also check out our guide for what temperature you should set the fridge to.

Similarly, don't make your fridge work harder than it has to. Keep it in a climate controlled area, out of direct sunlight and away from other heat sources like an oven or cooktop. Also, an environment that's too cold (below 55 degrees Fahrenheit) will cause the refrigerator to struggle, which can actually reduce cooling performance.

And finally, avoid putting hot food in the refrigerator. This can actually lower the shelf life of any other food you put it next to as it can heat up to room temperature again before the fridge is able to cool the compartment back down. It's like if you took everything else out of the fridge for a few minutes, just to put the hot item in. It's much better to let the item cool off first before you put it inside the fridge.

9:39 AM
Keep it clean, especially the seals around the doors.
The seals on the doors are what keeps the heat out. If they get dirty, even the slightest bit, they can fail to create a vacuum seal, which leaves a hole for warm air to constantly get in. You'll want to keep the seals clean to prevent this.

Ideally you should give the seals a quick once-over every month or so (using a damp cloth with mild detergent), but as long as you're doing a thorough clean annually it should be fine.

You can test if the vacuum seal is working using a dollar bill. Put it halfway in the door and then close the door on it. If you feel slight resistance when you pull it out, the seal is working. If the bill slips out easily, clean the seals. If it still slips out easily after that, or if you notice during cleaning that the seal is warped or damaged and you're unable to push it back into place, please visit our Support Center to request service.

Note: New refrigerators that are not level left to right may fail the dollar bill test because the doors are not aligned correctly. See our guide for leveling the refrigerator.

9:39 AM
Keep the doors shut.
Every time you open the doors, all the cold air in the fridge leaves immediately and warm air comes inside instead. You can reduce this effect by keeping your refrigerator well stocked so it has less empty space, like we mentioned earlier.

Our Family Hub refrigerators (and some other models) have cameras on the inside of the doors, which allow you to view what's inside the refrigerator without opening the doors (or even remotely, like while you're out shopping). If your model has internal cameras, simply add it to SmartThings to take a peek inside with your phone. (Family Hub models can just use View Inside on Family Hub.) Try to get in the habit of browsing this way instead of standing with the door open.

Another helpful tip is to stay organized, such as using sealed and labeled containers that can be stacked, and keeping fruits and vegetables in their assigned drawers. The less time you spend looking for things, the less the doors stay open.

And finally, if your model has a separate compartment for a Flex Zone, keeping the most common items like snacks and beverages in it can reduce how often the doors are opened for other compartments.

9:39 AM
Check for an error code or blinking display.
In most cases, if something is actually defective in the cooling system, your fridge will show an error code.

If your fridge's internal self-tests pass but your fridge detects that the compartment is too warm anyway, it will blink the temperature display. Some models will also chime.

If neither of these things are happening, we're pretty confident that your refrigerator does not need service, although the previous steps may help you to keep it even cooler.

Don't forget, if you've made a change in any of the previous steps, make sure to allow 28 hours for the fridge to achieve the set temperature. If after 28 hours the fridge's display is still blinking, please visit our Support Center to request service.

9:39 AM
Check if your food is spoiling.
FoodSafety.gov has an extensive chart for how long food stays good when stored in the fridge or freezer.

If you have performed all of the previous steps and your food is spoiling before it should, please visit our Support Center to request service.

9:39 AM
I hope I was able to assist today. Was I helpful?
9:44 AM
No, show more solutions
9:44 AM
What cooling issue are you experiencing?
9:44 AM
Refrigerator or freezer is not cooling at all
9:44 AM
If you have a Top Freezer model, make sure the compartment(s) are not in Off mode, which disables cooling. Otherwise, if your refrigerator is cooling in at least one compartment correctly but in other compartment(s) it is not cooling at all, start at Step 3.

9:44 AM

9:44 AM
Make sure the refrigerator has power.
Unless the refrigerator is in Sabbath mode, the lights should come on when you open the door and the panel should have at least some of its lights lit (although they may not come on until you touch the panel or open the door).

If the refrigerator does not have power, visit our guide for troubleshooting specific to that issue.

9:44 AM
Check for Cooling Off Mode.
If the display is showing OF OF, O FF, OFF OFF, or scrolling temperature bars, the refrigerator is in Cooling Off Mode, sometimes called Demo mode or Shop mode. The refrigerator will not cool in this mode and turning off this mode will make the refrigerator cool again.

9:44 AM
Make sure the doors are closed and the seals are working.
Refrigerator rubber gasket

To see if the doors are sealing, put a dollar bill halfway in the door and then close the door on it. If you feel slight resistance when you pull it out, the seal is still working.

If the bill slips out easily, clean the seal all around with a mild soap and damp cloth. If the dollar bill test still fails, please visit our Support Center to request service.

9:44 AM
Power cycle the refrigerator and wait 2 hours.
Unplug the refrigerator or turn off power at the circuit breaker, wait 5 minutes, and then restore power. In most cases, cooling should resume normal performance within 2 hours.

9:44 AM
Request service.
If the issue continues after 2 hours, please visit our Support Center to request service.

9:44 AM
New refrigerators that are not level left to right may fail the dollar bill test because the doors are not aligned properly. See our guide for leveling the refrigerator.

9:44 AM
I hope I was able to assist today. Was I helpful?
9:44 AM
No, show more solutions
9:44 AM
What cooling issue are you experiencing?
9:44 AM
Freezer or freezer and Flex Zone are not cooling (RF22R7*, RF24R7*, RF28R7* models)
9:44 AM
Touch and hold Door Alarm for 3 seconds until Control Lock is disabled.
These models have Automatic Control Lock, so if you do not interact with the panel, it will automatically lock itself again.

9:44 AM
Set the temperature to 37 for Fridge and 0 for Freezer.
If the refrigerator was already set to these temperatures, please visit our Support Center to request service.

9:44 AM
Leave the freezer and Flex Zone doors closed for 6 hours.
You can open the refrigerator compartment if you absolutely need to, but we recommend just keeping all of the doors closed during this initial cooldown period.

9:44 AM
Request service.
If the freezer or Flex Zone is still not cooling, please visit our Support Center to request service.

9:44 AM
Would you like to schedule your own repair?
9:44 AM
No
9:44 AM
If you have any additional questions or concerns I can connect you to someone who can help. Would you like to chat with a person?
9:44 AM
Chat with a person
9:44 AM
I will be connecting you to a Samsung expert who can help. Samsung experts are a group of our most knowledgeable users.
9:44 AM
Before I connect you with a person, can you please share your first and last name?

9:45 AM
Susan Garabedian
9:45 AM
Can you please share your email address?

9:46 AM
adorned.[protected]@gmail.com
We are notifying top Samsung experts. It usually takes 1-2 minutes.
The Samsung expert routed the conversation to a Samsung Care Pro.
9:47 AM
I will be connecting you to a Samsung Care Pro who can help.

You are connected with Sravan Me from Samsung Care.
Sravan Me, SAMSUNG Care Pro
9:47 AM
Welcome! The Samsung messaging platform works just like text messaging on your phone. You can respond to us at your preferred pace. An agent should reply within 3 minutes.
9:48 AM
Hello Susan!
9:48 AM
How may I help you?
9:56 AM
I can't get anyone to answer the phone been on hold 30 minutes
9:56 AM
I have a work ticket for repair
9:56 AM
but the place you referred me to doesn't work on refrigerators
9:57 AM
they gave me another number to call
9:57 AM
but they don't work in my area
9:57 AM
I spent 7k on this refrigerator, and now the freezer doesnt work!
9:57 AM
the "elite service" no longer exists
9:57 AM
and now I've been bumped from "support tech" after "support tech" all morning-
9:57 AM
HOW DO I GET SERVICE TO MY REFRIGERATOR
9:58 AM
My ticket # is [protected]
9:58 AM
I purchase in 2018 from Home Depot
9:59 AM
Are you there, or is this more the same- Samsung Scam!
9:59 AM
Sorry for the inconvenience caused.
9:59 AM
I'll quickly go through the ticket and help you accordingly.
9:59 AM
Fingers crossed -
10:02 AM
Thank you for waiting.
10:03 AM
I've called all tech in my area- Samsung needs to resolve this
10:04 AM
it's ludicrous that I purchase a refrigerator that can't be repaired!
10:04 AM
I expect more from Samsung- I am a Samsung owner for many products. This is unacceptable
10:04 AM
Upon checking, I see that the ticket is canceled by the team as they as the assigned service provider is not working on the refrigerator. nnAs per the ticket details, the team as requested you to please contact service provider and get the unit repair and get back to us.
10:04 AM
I WAS going to get the washer and dryer this spring so I can link, not now!
10:05 AM
Are you not reading my chat? THERE IS NO PROVIDER AVAILABLE!
10:06 AM
This IS me getting back with you - Unfortunatley I've been on hold now for 40 minutes with Samsun Support on the phone as well after calling all techs in my area-
10:06 AM
We truly apologize for the inconvenience you may have experienced.
10:07 AM
so that's all I get? an apology? No repair service sent?
10:07 AM
Thank you for being a loyal customer for Samsung.
10:08 AM
I am NO LONGER A LOYAL CUSTOMER AND I AM SPREADING THE WORD TO HOME DEPOT, BEST BUY ALL MY FRIENDS NEIGHBORS AND ASSOCIATES AS WELL AS SENDING MANY LETTERS TO CORPORATE/YELP/GOOGLE AND ANYTHING ELSE I CAN THINK OF IN MY SPARE TIME - NEW MISSI

I purchased this handset new direct from Samsung France 24/7. It suffers from very poor network performance admittedly in the rural area in which we live which has poor reception. Always dropping the signal. Consequently I've had to resort to using an old battered iPhone 8 which does work without issue and is reliable. Okay these issues are a fact of everyday life when using tech items. I contacted Samsung 4th January but despite numerous calls to both FR and the UK (who don't want to know and specialise in busk passing despite the fact I'm English) not one person within the Samsung organisation has bothered to take ownership of my problem or even done what they promised to do. I received an email from Simona 13/01/2021 suggesting they send out a return label but despite several replies to this email I've still heard nothing. I confirm that I've made sure all software updates are current and have also carried out a full factory reset. All to no avail. Certainly It's the last Samsung product I ever buy!

The Samsung A20 I have worked well at first. Plenty of storage and room enough for the apps I liked to have on the phone, this despite over 650 megabytes of bloatware from Samsung.

There was once over 1.5 gigabytes of storage available until T-Mobile and a random third part began to add bloatware as well.

Now, even after removing four apps used almost daily there is less that a gigabyte of free storage, not enough to do anything with when it comes to updating apps.

Transaction failed in Samsung Pay ID:[protected]
Amount was debited and credit was failed.

I have owned 2 note 8 phones. The first one totally died one year after I purchased it. I lost all info, photos and contacts. Samsung sent me another note 8. Great I thought. WEll, the battery went south, swelled up and cracked the case and killed the phone. I went to 3 places to try to get my information, photos and contacts downloaded and all three places told me the phone information was not retrievable due to the damage created by the battery.

So no hove no phone and will warn all the people I can that Samsung phones are trash. I was told by the repair places I visited that I was luck y the phone had not burst into blames in my pocket.

Thanks alot Samsung. Your phones are crap and I am out of a phonel

Our fridge is about 5 yrs old & for the last 15-18 months the ice maker/H20 unit hasn't worked properly. The ice maker freezes over & has to be manually defrosted about every 10 days & the H20 isn't available a good share of the time - till the fridge goes thru a complete cycle. I've contacted Customer Support many times all during 2020. At first Samsung agreed to replace the unit free of charge, & gave me a ticket # for a repairman, but the repair company called us with the message that we were not in their area & we should find a repairman in our locale. We live about 40 miles from Kansas City & I cannot be convinced that Samsung doesn't have means of finding a repairman in the KC Area. The last time I spoke with an agent (in Dec. 2020) everything was basically "dumped in my lap" & I was told I would need to find a repairman on my own. I asked how the charges would be handled & was told I would need to pay parts & labor then send the invoice to Samsung for reimbursement. Who in the world has an extra $1000.00 - $2000.00 in the pocket & how soon would I be reimbursed? It's impossible to do this when you live on a fixed income! Now I'm stuck with a defective fridge. I'm fed up with the "run around" I've gotten for the last solid year & I will not buy another Samsung appliance plus I will not hesitate to share my experience with others!