Samsung
Reviews and Complaints

I've had this TV for 2 years. Just recently, when I try to stream a video using the smart hub the TV shuts down and reboots. I called Samsung support and they determined that there was a software glitch and the software needed to be wiped and reloaded.

A service tech from Home Service Network in Carlstadt, NJ was supposed to come to my home thursday 10/4/2018. I had taken the day off from work. He didnt show up and didnt call. I had to contact them as they didnt contact me to reschedule. I took another day off from work. He finally arrived at 6pm for a morning appointment. The problem was fixed for about an hour. Now I cant watch netflix etc.
Samsung advised that I should have Home Service Network return and try again.
All I can say is that this is probably the worst product service Ive seen.
I can only caution against buying Samsung products if this is the level of repair support available. Most certainly dont use:
Home Service Network
49 Commerce Road
Carlstatdt, NJ

Good afternoon,
I am writing you in a last ditch attempt to get any resolution to an issue that I am having with Samsung.
In January 2018, I purchased a washer and dryer from Lowes NWH/ Dallas.
On September 3rd I called because my washer stopped working. The system seemed to have froze and would not lock to engage. I called Lowes, they sent me to Premier Appliances located in Garland to have a repairman come out. Which in all fairness they did and were very helpful. The technician said that I needed several parts to fix said washer. After waiting about a week, with no response to when the parts would come in I called back, they stated that the parts are coming from S. Korea, with no ETA in sight. After waiting weeks with no response from Premier Appliances, I called Lowes help desk. They stated that THEY would call Samsung... after staying on the phone for over 1/2 hr the lady stated that she would request Samsung replace my washer. This was the week of September 24th and that I should call back to Lowes helpdesk October 1st.
Again I called 10/1/2018, that lady told me there was no update and to call them back 10/2/2018. But she did give me Samsung number and a claim number to call them directly to find out when my parts would be delivered. After calling Samsung directly I found out that the claim number they have in "incorrect" and they have my washer out of warranty. I need to resubmit my claim to a different department and that they have to send an "authorized Samsung technician" out to look at my washer to deem it either needs to be fixed or replace. Which is what the first Technician suggested.. I need parts replaced. After ALL this.. Samsung is telling me that they have nothing ordered until a new tech comes out.

I have never been given the run around by any company as I feel Samsung has been so far.
This is an unacceptable response to any customer service request.
If you could call/ email me back with any suggestions on a easy resolution to this story that would be great.
HAYLEY THOMPSON
[protected]
12610 JUPITER RD # 342
DALLAS TEXAS 75238

Model number: WA45M7050AW/A4
Serial Number: 0EPP5DDJ628920E

Sir/ Madam,
I purchased a Samsung washer a year ago. from within 3 months from purchase and until last month I have made several calls to Samsung to state that my washer is not working properly. The dirt from the clothes stay inside the washer after the whole cycle. we also see black dirt inside the drum (which usually gets trapped in the lint trapper connected to the outside of the drain pipe). the clothes come out dirtier than we put them in. It also has a foul smell.

For the last one year we only wash our night wears in our washer just because we cannot wear our smelly regular clothes outside after washing them in our washer. we instead go to the Laundromat.

the customer service send 2 people at 2 different times (after arguing and talking with the supervisor). they asked us to clean with the machine cleaner liquid, with baking soda and vinegar and also using the self clean several times. we did all this and still made no difference.

The worst part is, if we take the completely washed clothes out of the washer and put them in clean water, the water turns grey immediately. anyone and everyone can see this with their naked eyes. I totally do not understand what more proof do you need to understand that the machine I purchase do not work. this instead is just using my current and water unnecessarily.

At this point, if I do not receive an instant fix, all I can do is to file a legal complaint. I cannot afford to purchase another, just a year after buying one. Please let me know if there is a replacement to this product.
Thanks.

Earlier this month, I contacted Samsung US Support by telephone regarding my Galaxy Tab S2 (8.0, 4G) with the issue of a swollen battery. They took my tablet information, and emailed me a UPS label to ship the tablet to the Samsung Repair Center in New Jersey. Shortly thereafter, I received an email that stated that due to the tablet being an international model, they could not fix it but would be returning it to me without service.

I then contacted eGlobal Central US, where I originally purchased the tablet, and they were of no help either. eGlobal Central US stated that they would not work on an out-of-warranty tablet.

I again contacted Samsung Support, this time by chat, and asked them where I could get this tablet serviced. The Samsung representative told me to take it to my local uBreakiFix. uBreakiFix informed me that they cannot fix this tablet either because it is an international model and that they must abide by Samsung directives as an "Authorized Service Center." Oddly enough, it was the Samsung US Support representative, himself, who told me to go to uBreakiFix, knowing full well that this tablet was an international model.

In my latest attempt to get a new battery for my tablet, I emailed the CEO of Samsung US yesterday to lodge my complaint. One of his assistants called me this morning to tell me that there was nothing that they can do about it, and that I would have to contact the Service Center in Hong Kong.

So, I have since contacted Samsung Support in Hong Kong, and they would like me to take it to one of their repair centers, personally. Yes, you read that right. They want me to fly to Hong Kong to deliver my tablet to them for repair in person. Here is an excerpt from their email for your reading pleasure... "You may kindly bring your tablet in Hong Kong for repair. International devices can have the different specification software and hardware that is not able to be supplied in your living country. We apologise for any inconvenience caused. We suggest you can to bring the invoice and the phone (after back up the data) to the person who will come to Hong Kong and let him/her to visit our service center... To shorten waiting time, we suggest you may go to following website to prebooking appointment..."

I must state here that my Galaxy S7 has also been hit with the swollen battery issue which actually popped the backplate off of the phone. I took it to uBreakiFix for a battery replacement. They almost sent me away because they said that I had taken the phone apart in an attempt to fix it. Then they did not even want to handle it because the representative thought it, "might explode at any minute." They finally decided to fix it, and it cost a whopping $189 for a battery, almost the same amount as the phone is worth today.

I currently have several other Samsung products, including a Galaxy S9 and another larger version of the Tab S2, but I am furious! I WILL NEVER BUY ANOTHER SAMSUNG DEVICE EVER AGAIN! I have already posted this review on several sites today, such a Consumer Affairs, TrustPilot, and the like. I will also be sure to mention this experience to all of my friends and colleagues, and suggest that they pass the word.

We bought 4 appliances from Best Buy. I had the Geek Squad come out 3 times to service my Refrigerator. The door doesn't seal. I don't like that because it waists energy and worried my food may not kept cold enough to avoid us getting sick. My food appears to not stay fresh. The dishwasher doesn't clean on long or sort cycles. My dishes are dripping wet. I have to open it up to air dry during the day ( we don't need more moisture in our house). He came to fix it but nope. Not! My microwave is a safety hazard. It starts up by itself. Fan and below light come on. I wake up to it making noise and operating with nothing unit. We don't touch it. I came home to see numbers or messages on the display and my light and/or fan on. I've called Samsung repair and the DO NOT listen to me. The repair guy wants us to bring it in to his shop instead of him coming to our house. We have wasted so much time and canceled plans to accommodate the repair people. This is insane. I WILL NEVER Recommend Samsung! Very Frustrating! Sue

This is with reference to above mentioned subject i would to express my dissatisfaction with samsung product & its services. I bought samsung galaxy note8 in the month of sep'17 where after some days i got to know that battery backup is very very low in my handset and handset is over heating. I need to on the speaker and can talk as heating is unbearable.

I have submitted my device thrice to the service center bangalore and it was there for more than 30 days in service center but till now my problem is not yet resolved. Still my device is with service center. Job no-[protected] bangalore

Service center executive saying there is no problem in the set as this has heating feature device, as per service executive this handset is having less battery backup there is no problem in the set.. I paid the full amount to samsung then i bought the device it is not one rent something like. If i m facing issue then only i am approaching to the service center and moreover for this i m spending my time and money to submit the device in service center again & again.

It has been almost 1 month, however i m in touch with samsung team but sorry to say there is no resolution has given by samsung.

I am really fed up with this device and think many time i think why should i bought this samsung instead of this i can buy any brand phone phone cost of 5 to 6 k might be i will not face any problem. I did a blunder mistake to bought samsung.

Moreover i am not getting any proper resolution from samsung customer care.

Hence i request you to please arrange for the reversal of phone cost or allow to me take the new device of samsung.

Hence requesting you to please look into matter and arrange for the quick resolution.

Samsung
‎
WF1124XAU/YAS
S/N: Y3VL53AF600052J

I want to raise an official complaint against the authorized service provider for Samsung in Egypt
Hot line number 16580. As since July 2018 I opened many tickets concerning an error in my washing machine (Motor error - 3E - call for service) and the technician do not attend in the appointment.

And now for more than two months I can't fix my machine. Kindly take the necessary action and reply back urgently.

Ihab Fahoum
Phone+ [protected]
Email ihab.[protected]@icloud.com

My freezer was serviced and repaired at which time I was told my warranty had expired. In fact the warranty had not expired, both Lower and Samsung's records were out of date.

I paid $359.00 in total for the repair and service call.

I've phoned in 5 times, every call exceeds 33 mins. I've emailed numerous times copies of both the service charge and the repair charge.

I'm tired, I've been burned at this point.

There needs to be a better system, I should be able to call and have this settled within minutes. I get the run around from all representatives, each one telling me they will personally call me back. They DON"T!

Someone fix this.

Gary Bolita

I am a Samsung phone user since more than six years and I really appreciate your brand out of all others. Some 3 months ago I bought the phone at a quite an expensive price from a retailer in Damascus / Syria, when after a few days the phone unfortunately fell down on the ground and the screen panel was smashed even though it was protected with a special cover . In order to change it, I tried several repair shops in Damascus including Samsung agents, they answered that there were no spare parts for this phone. I tried also in Lebanon, Saudi Arabia, Dubai were the answer was the same (no screen was available). Up till now the phone is still out of order and I do not know what to do ! Please inform me back about any plausible solution for this dilemma and if you could dispatch me a screen replacement. Noting that during the days I used it, I was very satisfied with its performance.
I hope to receive a positive from your side as soon as possible; being sure that Samsung will not let down its customers. Thank you in advance.

I purchased the TV at Best Buy in Sept. 2015. I live along, and do not watch TV that much. The TV is no longer working. At first there was no picture, but I could hear the sound. Now there is not picture, and no sound. An expensive purchase that no longer works. I have called Samsung, and they asked me to plug and unplug different things with no result; in the end said there was nothing they could do, this was Samsung.

I do not like the curved screens. I would appreciate it if you would make more phones with the flat screen. I acquired this phone due to my cracked screen of the S7, I do not like this S8 at all. I am on my 3rd screen protecor in the short amount of time I have had this phone, those screen protectors will not stay on a curved phone and I have wasted almost $200 of my money so far on the protection of this curved screen. If I could get Samsung to reimburse me for these screens I would, but I know that's not going to happen, so I will just say that I wish you would go back to the flat screens as I am an android person and I will always be, but I do not like this phone, and I cannot use the edges to properly type things in a easy manner. This phone is driving me more crazy than all the phones I've had put together. [protected]

I will never buy a Samsung product again!

I purchesed a $700 55" LED Smart TV on July 3, 2017. On September 13, 2018 (2 months outside of the rediculous 1 year warranty period), the TV would not turn on and had a blinking standby light. I immediatley called Samsung's Customer Support line and went through the troubleshooting steps (which are just to unplug it and plug it back in...). After the troubleshooting was done, the Service rep told me that my TV was outside of the warrenty period and I would have to pay for the repairs myself. I refused and told them I would just go and buy a Sony TV instead. After arguing with the Service rep for 15 minutes, she finally agreed to cover the repairs (which are done buy an outside company) free of charge and assured me I would not have to take time off of work to get this fixed since the Repair companies worked evenings and weekends. She then assigned the ticket to a service company which said they would be out to my house to diagnose and fix the TV on September 24, 2018 and that this was their only availability. The Friday before September 24th, the service company calls me to verify that I will be home that day between the hours of 10am and 2pm. I said yes I will be. So I schedule the time off of work, and finally Monday, September 24th comes around and I am waiting for the repair technician to get here. At 9:45am, I get a phone call from the repair company saying they would not be coming out because the parts that were ordered did not come in and they needed to reschedule my appoinment. I told them that this would not work for me since I already took today off and would not be getting paid for it since I didnt go to work. She said she would check with her parts department and see if they had the parts and call me back. Three hours later, I get a call back and she says they do not have the parts and will not be coming out today. They now want me to take another day off of work so they can fix it. I told them I would not take another day off from work and that they had very much wasted my time and money. I am now out the $700 TV, $600 of pay and my TV is still broken. I could have and should have bought a bigger TV from a company which better stands behind their product. This is horrible customer service and I will never buy another Samsung product again. I have purchased 3 Samsung TV's in the past 8 years but this will be the last.

If anyone knows where I can sign up for the NEW class action lawsuit (same issues as the 2012 lawsuit), Please let me know by responding to this forum.

THE [censored]IEST CUSTOMER RELATIONS

After receiving faulty Icon X earbuds, I called the Samsung Experience Store in Toronto Eaton Centre. They said I have to call the 1 800 number and they can help me out.

I call the number, they HANG UP on me MULTIPLE times. I finally get to speak with a rep. I tell him about the situation, he tells me he has to investigate.

I call a couple of days after and the guy says that they can take care of it and I just need to send them the device. I ask them I'm in Toronto and I can go to the Experience Store here because my shipping address is in another town (my parent's place), they say sure no problem they can REPLACE it for you. He even gives me a reference number saying that if there is any complication, have the store call us and give them this number.

I go to the store (and I don't have transportation so I have to walk all the way over there) and the customer support says I have to take it upstairs to the repair centre. I go there and the employee says they can repair it. I tell them I called the main number to specifically have it REPLACED (I honestly don't think it is an outrageous demand. If you buy a pair of shoes and find out they are torn, you want to have them replaced not stitched up).

They tell me the most they can do is to repair it. I tell them I have a reference number from the main number so that you guys can get in contact with them. She tells me to go downstairs again and speak with the customer service guys. They tell me THEY DON'T DEAL WITH THE MAIN CENTRE. W-T-F? They tell me to go upstairs again and tell the repair agent to call the number.

I go upstairs AGAIN and the girl says the same thing. And I'm just wondering WHY THE F*CK DID THE MAIN LINE GIVE ME A REFERENCE NUMBER FOR? If no one is going to call them then what is it good for?

So naturally, I call the number myself and tell them about the whole situation and that I want to have it replaced not repaired. They tell me ya, they're not gonna help you out you should ship it directly to us. THEN WHY THE F*CK DID YOU MAKE ME WALK ALL THE WAY OVER HERE? And the guys LITERALLY says to me "sorry you had to get out of your comfort zone to walk there". 'm f*cking speechless. I the earbuds back from the repair centre to ship it myself (because obviously they, the f*cking Samsung store, can't ship it to their main centre).

I take the device back to ship it myself. I call the number again 2 days after (which would be today) to tell them why the f*ck did they make me walk over there (I honestly have a tight schedule) and why f*ck the agent tells me sorry I had to step out of my comfort zone.

I finally get to speak with the customer relations dep (after asking them multiple times to transfer me before they did it). The manager gets on the line and she says they're not able to do anything about it and I have to ship it to them to have it REPAIRED (?). I WAS LITERALLY AT THE STORE AND I TOOK THE EARBUDS BACK FROM THE REPAIR CENTRE BECAUSE THEY TOLD ME THEY COULD HAVE IT REPLACED.

I naturally tell her why the f*ck I'm so p*ssed right now and she just says our policy is that we can only have it repaired (like a f*cking broken record). I say ok but why the f*ck are you guys bouncing me around and being so disrespectful and she keeps telling me that's their f*cking policy (this is the f*cking manager btw).

They say most they can do is apologize and they say we never told you you can have it replaced or go to the store. I tell them you f*cking record every conversation go listen to it. They won't even f*cking offer me credit or anything.

Anyway, after being 30 mins on the phone with the f*cking manager I finally hang up because of how useless and disrespectful they are.

She also told me that they won't replace it because their product isn't faulty (as if I f*cking broke it). I know for a fact that's not true because 1) the repair agent said that they are getting a lot of faulty units for repair and 2) My friend's earbuds is also faulty since it disconnects whenever he starts to walk.

I spend $1, 800 on their product and 80% of my family has Samsung phones and they don't give a f*ck about customer retention because of a f*cking pair of broken earbuds. This is Samsung, a f*cking hundred billion dollar conglomerate, and they can't afford to replace a pair of broken earbuds.

My sister ordered an Apple Watch from Apple and it arrived a couple weeks late and they apologized and offered to upgrade it to the latest model free of charge (and we have f*cking Samsung over here).

Point of the story: stay the f*ck away from these useless a**holes. [censored]iest customer services I have seen to date from any company.

You just lost yourself an entire family a**holes.

This is my transaction number if you wanted to do anything about it:
[protected]

Purchased a $3000 refrigerator from Home Depot. Of course their warranty only covered thirty days which we started to have issues with the ice unit 4 months after purchase. I called Samsung they sent a technician and of course they did a minor repair placed a bandaid on it if you will. So a couple of months later the freezer starts doing the same thing over again. So Samsung sends technician once again and again and again all for the exact same problem. Issue gets resolved temporarily but never fixed. So of course in order to save money for the company they won't replace the unit. I have to pay for technicians to come and "fix" the problem every time. Unbelievable, my advice to anyone reading this... DONT BUY SAMSUNG. They have the worst customer service, not to mention they don't have Samsung technicians in El Paso so they had to "train" Dish people to fix their appliances.

This is regarding ticket xxxxxxxxxxxxxxx. I was a Samsung customer. I have purchased 3 Samsung smart watches in the past. The customer service I received today was the worst customer service I have ever received. The Gear S2 smart watch was purchased on November 18th 2017. I could not select the month of November when I was filling out the watch information on your website. Correct purchase date is November 18th, 2017. In April of 2018, the watch kept rebooting and powering down and then the back fell off. It was sent to Samsung for repair. It was repaired 4/24/18 under warranty. The service for that fix was fantastic. Well, the watch started powering down and rebooting again and then the back fell off again. I received notification that the watch would not be repaired under warranty due to liquid damage and the cost to fix it would be $216.49 which is interesting because the watch only cost $179.99 to purchase. The person I spoke with on the phone said that there was a discrepancy between IQOR Repair and I would need to call them during the week before 5 pm. I was initially asked to call first thing Monday morning so a conference call between the service center and Samsung support could occur, however I am a teacher and I am not available in the mornings. I was then told to call before 5 pm. I was also told if there was an issue at the service center, to call Samsung back so that they could get involved. At this point I thought I would be waiting until Monday to try and get the issue resolved. I was not expecting anyone to call me back as I was told the repair center was closed and it was past 7pm. Then some one called me about 10 minutes later from phone number [protected]. The woman said she was a supervisor and when I asked are you calling from the repair center, she said yes. Her ID # is 4556. She told me that the reason the watch got fixed in April was because of a 90 day warranty. The watch was purchased in November and first repaired in April. That is more than 90 days. So the reasoning of a "90 day warranty" is not correct. I know that the warranty is 1 year with Samsung as I needed a repair on the first Gear S2 I had purchased. The watch was not submerged in water at any time nor was liquid ever poured over the watch. The watch is a sport watch and is geared towards wearing it during a workout and fitness activities. It is possible that the back fell off the watch due to sweat but that should be considered under normal wear and tear. Again, the watch stopped working first and then the back fell off. The exact same issue that occurred in April. My husband is a personal trainer and wears the watch every day as it makes it easy to communicate with his clients. He loves the watch so much that when the first watch I purchased broke and was no longer under warranty I paid the $70 or so for the repair (which then later broke again) and then I finally purchased him a new Gear S2 in November of 2017. The fact that the warranty is not being honored when it was honored in April for the exact same issue is poor business practice. I have never had such a terrible experience with Samsung in my life. The woman who called me back offered me a 20% discount on a repair that should be honored under the warranty. I am extremely upset about how this issue was handled. I have asked for the watch to not to be repaired and to be returned to me. I have also purchased in the past for my husband a Samsung Gear S3. After the customer service I received, I can't say I will ever purchase a Samsung product again. I am extremely unhappy and I will be sure to post about my experience on social media.

I purchased two phones and after multiple problems, I returned them. They have had my product for over 30 days and will not reply to my now 17 emails. They won't call or process my refund. I tried the inline chat and they said they would refund me within 30 days. It's now been 45 days. They acknowledge they received their phones back. But for some reason won't process a refund. I have since opened a dispute with my credit card.

Never buy from Samsung Direct website. Their service is a joke and no one will help you with anything no matter howich you try.

Stick to Apple, they have a store and you can talk to an actual person.

i purchased the gear fit pro 2 in December, In April I noticed a chip on the face of the device. I called and sent in it with the docking station (charger) as requested. When my device was sent back it was sent, it was just the face of the device, without the charger.
After calling and requesting my device bands and charger, they sent the wrong size bands and a phone charger.
After calling numerous times, being on hold for endless hours and disconnected 3 times when asking for a supervisor. I was even told 2 supervisors would call me - which never happened.
Finally, I received the correct size bands 5 months later, I was told the charger was no longer available. I stayed on hold, got disconnected again and again, and then received and email stating that they will send a gift card in the amount of 39.99 oxo I could purchase a new docking station... I am furious - they will not replace my returned merchandise.
I do not feel I have been treated properly from Samsung and will dispute the original purchase - The item is useless without a docking station.
Georgine Rowan

Samsung 51" Plasma panel only last 2 to 3 years.
I bought this panel in 2013. A year later, 2014 there was a solid vertical line on the side and with loads of trouble finally got a warranty claim done.
Then towards end of 2015 again - same issue - this time around it was a much more hassled process as it was out of warranty. Luckily in good faith Samsung replaced it as i suspect they know there is a problem. But now, really 3 years down the line AGAIN a line. So this is the 3rd panel giving problems. Obviously Samsung, admit it there is a problem with there models and regards how many times you will replace the panel, it will only last 2 or 3 years!

So i complaint to Samsung South Africa but they not interested in my story. As they probably cant replace again as in 2 years i would be back by them again with the same issue.

I ran into bad luck with LG many years ago, i use to only buy LG. Now my house is SAMSUNG. Samsung, i will boycott you the same way if i do not feel a warm and fuzzy feeling on this issue i'm having!

Dear Sarvesh Kumar

Thank you for the email and multiple international telephonic conversation.

with reference to your email, firstly would like to bring your attention that my Samsung product did NOT pass  through rigorous quality checks which are globally recognized (Ref. Authorized Samsung Service Center, Pune Job sheet no. [protected]); therefore, Samsung products this time did not stand out as best as compared to other products in the same category.

Since the previous repair which was not done as per standards by the Authorized Samsung Service Center (Ref. Job sheet no. [protected]), due to which it caused damage in most parts of the phone (Ref. Mumbai Job sheet No. [protected], Front Camera, battery, LCD Screen, port PCB, Mother board...), due to the performance difference found in my product post repair by the Authorized Samsung Service Center, we no longer trust the repair of device with Authorized Service Center.

In conclusion, based on the telephonic discussion, multiple visits to Mumbai Service center, and details emailed before along with details mentioned above with appropriate references, we require a replacement phone.

Kindly let us know your final reply at the earliest before we start the proceedings.

Thankyou beforehand

Dr. Ali hussain

From: SARVESH KUMAR
To: "[protected]@yahoo.com"
Sent: Thursday, 6 September 2018 11:53 AM
Subject: Regarding Samsung Product

Dear Mr. Ali Hussain,

Greetings!

This is in regards to the complaint of your Samsung SM-G955FZKDINS, bearing serial # RZ8J50HRPFN.

It is our best endeavor to provide you with impeccable product experience at Samsung. Our products pass  through rigorous quality checks which are globally recognized; therefore, Samsung products stand out as best as compared to other products in the same category.

Having said that, we always believe that our customers are the best judge and may help with improving our products. Therefore, we take every feedback with an assurance of improvement with every passing day.

The feedback shared by you regarding the product quality is appreciated. We assure you that we are doing our best to give you a perfect resolution for query and you will find no performance difference in your product post repair. Samsung repair process ensures equated performance of your product to your satisfaction.

We hope that you will appreciate the fact that we want to give you the best resolution; therefore, we request you to bare with our efforts to serve you better by allowing us to repair your unit.

We once again request you to allow us free of cost repair so that we can provide you necessary service for satisfactory performance of your S8+.

In conclusion, based on our discussion we will not be able to cater your request for exchange or refund of the above said product .

We value your relationship with Samsung and assure you of our best services, always!

 

 

Regards,

Sarvesh Kumar

Customer Service

Desk Phone: [protected], Ext no. 1592(Mon-Fri, 08.30AM-05.30PM)

I purchased a 4 French Door refrigerator on 09/28/2017. I have been a very loyal Samsung fan in the past; but have never really had a problem to be dealt with. My refrigerator stopped freezing and making ice in early August. I had a service call through the call center on 08/06/2018. My refrigerator needed a
"closed system specialist" and a second service call had to be scheduled on 08/10/2018. The end result was that the problem could not be isolated and repaired. That was when my nightmare began. It took until 08/23/2018 through the call center to be referred to the exchange division. It seems there are arbitrary waiting periods required. After reading an earlier submission by an employee of a call center, I understand that they are simply not part of the solution process. They are a stall tactic. On 08/27/2018, my exchange was approved. In each of these stages, I had to call the call center to even find out where I was in the process. On 08/29/2018, my exchange was "shipped" via a trucking company. On 09/04/2018, I was advised that it would be delivered on/about 09/10-09/11/2018. I called on 09/11/2018 to determine status as I had not heard from "shipping company". I refused the "agent" at the call center and demanded to talk to a "supervisor". After 3 attempts to disconnect me, I finally talked to a "supervisor" who advised me that "no refrigerator was in route to me. Nothing has been assigned to me. No status on exchange". She then said she would contact the "supervisor of the exchange division" and request resolution. I would receive a call back. I have never received a call from the exchange division at all. Yesterday PM 09/11/2018, I received an email with a new ticket number. It seems they have "assigned a new exchange ticket number" to the "issue". I have been without a refrigerator since 08/06/2018. Today is 09/12/2018 with no end to my problem in sight. I bought a Home Depot Warranty with my refrigerator for 5 years. However, I cannot claim against that warranty until 09/28/2018. That is another 2 weeks. If Samsung is not going to honor a warranty, just don't offer one. The retail world is quicker to respond than Samsung. If you are going to have a call center, make it useful. If you are going to have an exchange center, make them productive. I now must wait 10 days to see if my current pending ticket delivers a refrigerator from the "shipping company". They do not release telephone numbers or name of the company for follow up. Ten days will be 09/26/2018 because "they don't count weekends". On 09/29/2018, I hope Home Depot will save me. By the way, I spent over $3000 for this experience and may have to buy a new refrigerator.
My Client ticket numbers are:
[protected] Repairs
[protected] Exchange #1
[protected] Exchange #2