Samsung
Reviews and Complaints

Dear Sir/Madam;
On 29th September 2014, I bought a Samsung Note 3 / 4G smart phone from Lulu hypermarket. I started using it on the 1st October 2014, and noticed that the battery started losing its charge so quickly despite that I was not using it that much.in addition to that it lost 3% of its charge within 15 – 20 Minutes (from 93% to 90%). Once I noticed that I immediately went to LuLu Hypermarket and complaint to them and left the phone for service.
Unfortunately, on the 9th October 2014, they called me to say that they sent the phone to the service centre. My point is why they kept my phone for almost nine days before they decided to send it to the service centre, although the Eid holiday was four days including the weekend?

I bought the Note 3 on 27 march 2014 as I am being using Samsung phones
for a long period and all the family members using Samsung smart phones
as well as Samsung home appliances .I was happy to buy this phone. However, when I started using it I found multiple defects in the phone. So
I reported the issue to your customer care team they advised me to
visit the service center. I visited the service center and they checked the
defects in the product and changed the motherboard of the phone. I
received the phone within 10 days. So, I started using the phone again.
However, after few days the product is defective again as the below
defects arises again in the phone. 1) Heating problem while charging, using any application or surfing/browsing and gaming. 2) Speaker issue: I am unable to here the person calling me and vice versa. 3) Phone hangs a lot. 4) Network issue. 5) Display flickers on numerous occasions and it suddenly blanks out the screen. I
visited the service center again they updated the software of the
phone. However, the issue is not resolved. Though the service center
used their all efforts to get it resolved. I appreciate the work done by
the service center and the services provided by the service center. I also contact with the Samsung customer care center lot of times for the same but till now i am not getting any support from Samsung customer care as well as from CEO Mailing Team they people transferred my call into the escalation department
and when i contact with them they also told that they will arrange a
call from head office who will help me out for the same and also told
that the person who will call he is the decision maker. after that on 18th or 19/sep/2014 I received a call from Mr. Amit, as per him he is the decision maker and he insured me that he will get back to me with the final decision within 24 Hrs,
but i did not receive any call from him side till now. Again i called
to customer care center on 22/sep/ 2014 for the same and they people
again told me that they will arrange a call. After that on 22/sep/ 2014 i received a call from Mr. Pankaj Talwar,
after a long conversation with him he told me that he will rectify my
phone from the service center and upgrade my warranty by 3 months. i
denied for the same and told him i want my money back as i am facing lot
of issues in my phone and i don't have enough time to launch a
complaint for the same. Then he commit me me that he will call me on
Tuesday (23/Sep/2014) with the final decision. but till now i am not getting any revert from samsung as well as from Mr Talwar. I
am very disappointed by this type of a behavior. i never expected that i
will get this type of false commitment from the good brand like
samsung. I am mentally harassed by this type of a behavior by the
samsung.Here, I would like to say that the phone itself has
these defects and I am not at all happy with the phone and now I am not
willing to accept this phone and would like my money to be refunded. As I
have faced enough issue. I have spent Rs. 47000 approx for this
defective phone. So, it is my humble request to refund my money ASAP. Regards, Ankit Gupta Ph. No.- [protected]

So I bought a big screen TV from a big box retailer. For awhile it was fine. It came with a 12 month warranty. After the 13th month, of course, it starts to fail. In the 14th month it won't even turn on any more. I took it to an authorized repair site and called Samsung to see if they could extend the warranty to cover the repair since it was barely out of warranty and the tv cost over $1000 originally.

Well the Samsung folks gave me the run around claiming too bad so sad warranty was over. But the panel itself failed, and a repair would cost more the 75% of a new TV. Finally they connected me to "executive customer service". After two more calls to the "executive service", the agreed to extend the warranty and sent the repair shop authorization. Only they sent authorization for a free software upgrade. What the?

Why I called back, I got the run around again from 5 different agents. They finally agreed to tell the shop to fix the TV with a 412 service order.

I got a call from the repair shop the next day. Samsung did agree to send the parts for the proper repair, but then they told the repair shop that the TV was out of warranty and that I should pay for the parts and labor. What the?

Do these folks know what customer service IS? Talk about complete idiots...they agree to fix the TV and give me what they call a "courtesy warranty extension" but only make a $5 part available under the extended warranty?

Off to buy an LG brand I go tomorrow.

Anybody want 3 used Samsung TVs? 1 works, 1 doesn't and the third has my shoe in the middle of it. On second thought I want the shoe back.

My name is Gurmeet Singh. I have purchased a phone from Samsung which has turned out to be faulty in 10 days time. I went up to Service Centre and my phone's mother board was replaced.But that was not the solution to my problem. Now, the problem still persists and I am asking for replacement to which Samsung replies that it's not in their policy and claims that I am not able to use the phone.

It shall be brought to your notice that all together we have more than 10 smart phones in my family.I alone use 2 smart phones. Kindly address to my issue. My phone is still in the service centre and I will not pick it up. This is not acceptable from Samsung and the way they are treating this issue as if I do not have any other work and go to service centre every 2nd day to get my phone repaired.

I lodged a complaint to customer care of samsung service centre on 21.092014 and accordingly complained was registered. On 23.092014 I enquired again with the service centre, I was told that technician will contact within an hour. But no call received. Again I contacted customer care and wanted to know the status of my complaint, I was told that because of long distance from the establishment of engineers it will not be able come on 23rd.
It is strange that service centre of esteemed commercial concern avoid customer grievance.
Amitabha hore
Mobile9011911659

Dear Sir,

Kindly find my disappointment while dealing with Samsung official distributor in Egypt .

First of all after sales service provided by Samsung Egypt doesn't meet the standards of a multinational company such as your reputable company. I decided at a certain point to send you this mail to warn you of the low quality service that is provided under your name in Egypt.
I recently bought a mobile phone (Samsung S4 Active – Model GT – I9295 – battery code AA1DA05TS/2-B – Serial no. [protected]) from a Souq.com with an invoice date of 15/06/2014. After a soft use I faced an unusual problem appearance of

1- Heating in the area next to camera when I talked or use internet
2- High heat at battery area, even I can't but it in my pocket from high heat
3- Battery get finish very fast with un usual way
4- When I talked can't be close to my ears during the high heat come from speaker

This problems persisted during the two following days. I decided to take it back to the vendor (Souq.com) who redirected me to your official distributor in Egypt . I send it to Maintenance 5/7/2014 under resat No.1708388, two days later I call 16580 to check the result - I was informed by the representative that telephone will be change with new one but blue color, I get refused the collar and I asked same collar (gray), one day later they informed me they will swap my phone with a new one black collar, I receive my phone 10/7/2014 but with same serial number and same battery serial .. I did not care as important for me have my mobile in good condition.

One month later I found same problem start again and I can't use it during the high heat, I send it again to Samsung Egypt for maintenance 25/8/2014 under reset No.1764484 I presented my complain in same day to 16580 with one lady her name Mena I was informed that they will study my complain and I must call them again after 48 hour, I call again 27/8/2014 with one lady her name Randa from service client, she informed me I need provide other complain, I asked her replacement for the device as what I had receive is not a new one as they informed me when I send it to maintenance 5/7 I want talked to her manger she informed me he is not free, I asked change my mobile will be held for 15 days to reply my complain most probably by a replacement for the device with a new one - Till this moment every day get west my time talking to unprofessional guest complain, and finely i get reach them manger as he rep sent him self to me ( complain department manger ) his name I not believe this person in this position he is totally an professional person (please check the conversation between me and him its record it as he said)

I am totally unsatisfied by the value of money. I even have doubts about being able to rely on such an after sales service, as you can't cheat your clients and sending me a mobile saying its new and after that I discover is same mobile with same problem, If I knew that this is the service quality of Samsung, I would have never gotten anything from Samsung, and would just stay with my Sony mobile.

I am requesting a direct intervention to stabilize such situation. I am also requesting a compensation to cover the time and effort wasted. I believe you care about your customers, reputation and image. As I am sure that Samsung Senior Management do not accept this low level service

Your fast response will be highly appreciated.

Best regards

sherief ahmed moshref
[protected]@yahoo.com

I purchased a 1.5 ton samsung split ac (model# as185bgcn) from a reputed dealer of kolkata on end jan, 2012 spending rs. 32, 000 / - and after 1 yr. (just end of warranty period) started various problems.

On may, 2013 first the cooling problem started. the technical guy from samsung visited and asked for gas refill to overcome the cooling problem. I pay around rs. 1600 for that. it went good for rest of the season.
Then again on the beginning of this summer, 2014 it started with another issue. this time I saw ice getting generated in the air flow bled and the ac is generating loud unusual noise with water flooding from the indoor unit I reported that problem. again the same engineer visited and asks to replace the pcb (electronic board adjacent to the temperature sensor) at the cost of rs, 1899.
Now, after 3 months (aug, 2014) again the cooling problem started. no/very low cooling is happening only.
I again raised a complaint with the samsung service center on 14-aug - 2014 (complain# [protected], ref# [protected]). the same engineer came on 16th aug and told me that gas pressure is very low and there may be a leakage in condenser so they have to take the outdoor unit in their workshop and need to replace the condenser. by replacing the condenser and capillaries with
Gas recharge samsung charged me r. 9072. on 28th aug, 2014, the day after they installed the repaired unit water leakege from indoor unit stared again.
This is the possible worst quality electronics product I ever used. from a reputed brand name like samsung I did not expected such a poor quality and inefficiency in their technical support. it is really a bad experience for me and now I am fed up with this product.

I had a discussion with one of their senior executive and I put the the below points before him -
Why do I need the gas refill after 1 yr of purchase and then again in the next year.
Why the parts (pcb, condenser) are of so poor quality that needs to be replaced after 2 yrs of purchase?
What is the assurance that, other parts are in good condition?
But was not able to give me any satisfactory answer, his only point was - as this product is now out of warranty so I have to pay all the costs. so, effective he was trying to say, as you purchased this product so you have to spend rs. 5000 (avg) every year for repairing, after the first year warranty.
Not sure, if there any law in india that can protect consumer's interests in such scenario, where the consumer suffers by purchasing a poor quality product just after the end of warranty period (1 yr. )

I purchase the new Samsung Mobile from Jeddah & I have bill & insurance with me.They gave me Faulty mobile, its speaker was not working from the date of purchase .As I took it as box packed and taken to home.when checked at home speaker was nnot working.
Now, Saumsang is not ready to replace it...I will not take repaired mobile...Why I purchased new mobile ? second mobile available at 400 sr also ? this is nothing but cheating ...
Email: [protected]@gmil.com
Mobile :[protected]

Dear sir,
On dated 19/08/2014, 7.00 a. m went from ssem new engineer villa (near marriot hotel) to as-safar construction project (near al-malaz mall) by taxi missed my two mobile phones. mobile specification samsung galaxy grand, gt-19082, imei no:357080/05/955219/1. my mail id:abdulh. [protected]@gmail.com, a. [protected]@ssem.com. sa, missed mobile number with phone:+[protected] now switched off. and the taxi f1 zone co. ltd, owner mobile number in receipt bill:+[protected], bill serial no:12601.
Kindly request you to find mobile phones
With thanks and regards,
H. abdul hameed

Company quoted me $100 for sale of this item to them. I then received and email confirmation of the condition and price as stated to them and offered by them ($100), after they checked the device;no adjustment. Today I received a check from them for $15.00. I called and was advised that the "computer generated" price I received has no relationship to what they consider to be the true value ! When I asked for the return of the tablet, I was advised that they've already used it and thus, I could not receive the item back and return their check.

My name is gerhard Bredenkamp I bought a Samsung galaxy s3 from a guy on Gumtree I paid R2500 into his personal bank account and it's two weeks later this is his details his phone is on voice mail 24/7

Please take notice of this guy

Sydney brand. Fnb bank. Branch code.250655. Acc.[protected]

This is his cell number [protected]

Please check it out.

Blacklist this guy from Gumtree cause he is untrustworthy to sell on Gumtree.He took my money and dissappeared.

I need a reply from you soon as possible.

Regards

Gerhard Bredenkamp

[protected]@gmail.com

[protected]

Sent from Samsung Mobile

“Ours is the best brand in the world. The components, the machines are good for the next 7-8 years. You can trust us. We would never wrong you”

“Ha, your 1-year warranty is over, pig. Yes, only by 3 months, but it still is over. And so you’ll have to pay Rs. 20, 000 to get a new component, because we are too lazy to do a proper quality-control of our product”

A couple of months back if someone showed me the above two statements and told me they are from the representatives of the same company, I wouldn’t have believed. Now that it has happened to me, I don’t have a choice. This is the story of how Mr. B.D. Park led Samsung fleeced me.

-------------------------

A couple of weeks after my wedding, I was on the lookout for a new TV. I visited some showrooms and spoke to a few salesmen. Ultimately I zeroed-in on a 39-inches Samsung LED TV. While I was considering it, the salesman walked up to me and told me something to the effect of: “Don’t worry about checking out other brands, sir. This is Samsung we are talking about. They make the best devices in the world - including TVs. You can go ahead using this TV for seven, even eight years, and neither the picture quality nor the build is going to deteriorate. You can close your eyes and pick a Samsung. You won’t regret - that’s my promise to you”. So I bought the TV because - hey, nobody likes to regret, right? (And because I trusted Samsung, not because of that sales pitch)

“Eight years! That’s solid! Even if it makes six, it’s gonna be good enough” - I thought to myself.

But barely fifteen months after the purchase weird colour patterns started to appear on the LED screen. Patterns which made it look like the screen was smoking pot. Or Methamphetamine, may be. So I called Samsung, and told them about it. They informed me that my warranty is over. “Fair enough”, but have someone come and have a look at it. “Sir, the engineer visit will be charged at Rs. 650”. Wait, what? The “visit” will be charged? What else, do I also need to send a limousine to pick up Mr. “Engineer”? So the rule is no matter what, if the “engineer” comes to your place, you have to give him Rs. 650. Doesn’t matter if he succeeds in fixing your TV or not. (And I used to think KRK was ridiculous). Anyways, I decide not to pay for the visit alone. The “engineer” comes, opens my TV - and casually informs me the LED is gone, and will have to be replaced. Cost? Approximately Rs. 20, 000.

Let’s take step back here and understand the situation a bit. I did not buy a Vu, and I did not buy a Reliance (they have their own branded TV sets now, which they sell at their stores - Reliance Digital). These brands were much cheaper than Samsung AND were also offering 1-year warranty just like Samsung. But still I did not buy them. Why? Because I had trust in brand Samsung. Because I KNOW that those forty-five thousand rupees that I'm spending on a Samsung TV are getting me a world-class product with impeccable quality. Because I trust a Samsung TV to not go kaput within 15 months! And when that happens, I feel it makes a strong statement on the brand value of Samsung. I need to know that warranty or not, a Samsung TV is meant to last long, much longer than 15 months, and when it does not, Samsung - the company - has my back. I need this assurance to be confident about paying for a Samsung product. Without that, I don't see why should I not save some money outright and buy products from a local, much cheaper brand.

How can you - as the world’s leading brand of electronic devices - make a television where the main component will break down in less than an year and a half !

So I tried to get in touch with higher authorities in the company, using the “Suggestions To The CEO Office” section on their website, but as with most of the corporates, this is more a tool for ### than anything else. I have so far written three emails to their CEO - Mr. B.D. Park and all I have received is calls from interns sitting at call-centers - who gave me more ### about company’s “policy” of not leaving any opportunity to screw their customers - or this gentleman - Sameer Jain - who calls himself the Manager of “Customer Experience” and basically told me that he cannot care less about my loss (I had paid forty-five thousand rupees for that TV), and the best he can do is give me a 20% discount on the new LED panel (original cost - Rs. 18, 000, so I still need to pay Rs. 14, 000.). When I asked him to connect me to his superior he told me basically that the buck stops with him. Ohh, and he also added that if he gives me that 20% "discount", I won't get an year's worth of warranty on it. Only 3 months. Because, hey, we already gave you discount, right ?

I am now stuck with a faulty TV from a ### company, headed by a man (B.D. Park) who doesn’t care about his company’s reputation and a customer “experience” manager - Sameer Jain - who is in the absolutely wrong job.

Hi,

I purchased a Samsung Grand II phone on 30-March-2014. Model Name: SM-G7102. IMEI: 352116/06/359388/1. Till date I've visited the Samsung Service Center 4 times. On the first 2 occurences, the display and the motherboard was replaced.

I visited again on 22-July-2014 after I started getting a message on my phone "Unfortunately the service com.android.phone has stopped". I was not able to use my phone. The service centre people refused to take my phone, however they upgraded the phone OSfrom JellyBean to Kitkat. But within 30mins again I started receiving the same error message.

On 24-July-2014, I re-visited the Service Center for the fourth time and they took the phone for service. Till date I've not received the phone back. The bill No is [protected].

Kindly let me know why there isn't any replacement policy. I'm completely annoyed with the product. What happens after the warranty period has been exhausted?

Suman

Hi i am the owner of samsung Note 3 and I want to complain against the service centre name MOBILE DOT COM ([protected]) . I want to complain that I have submitted my Note 3 (RF1D939D86D [protected]) on 9/July/ 2014 to mobile dot com to fix my back camera problem but instead of fixing the problem they just fooled me . They called me on 12/July/2014 and told me that the back camera is replaced but the problem was not fixed as camera was still the same . Then they told me that there is problem in mother board of the phone it will take time we have ordered the mother board, so I said ok but when I called them to know when I am gonna get my phone back they told me that our limit is barred it will take few more days so again I said ok but please try to make it soon . Than after few days I called them again to know the situation of my phone but again he was confused and don't have any specific answer he just asked me to visit the service centre so I visited the service centre at evening and when I asked him about my phone he told your phone is ready we have change the mother board but the problem was still the same so finally I decide to bring back my phone on 24/July/2014 . The other day I went to another service centre to fix the problem and there I came to know the real truth and truth is they have (mobile dot com) has not changed the damn mother board or the camera of my phone they just fooled me all the time instead it's showing that they have changed the speakers and the charging jack which was in good condition and even I am not sure that they really replaced the speakers and charging or just done that for their sake . I came to know this when the other service centre guys checked the repair history of my phone . I didn't expected this kind of service or service centre from one of the best or I would say No.1 mobile phone brand in world as I really believe in samsung products I have Samsung Gear 2, Note 3, my sister have samsung galaxy S4, my cousin have Grand 2, my other cousin have Samsung galaxy s3 I mean almost all my relatives have samsung phone and beside mobile phone we also use samsung other products like I am using samsung's LED, A.C, Laptop . So I really believe in samsung products but the experience of after sale service of my phone was terrible . So I request you to take very strict action against that service centre ( mobile dot com ) . I hope you will understand and do what is right .

Your loyal consumer,
Muzammil Raza

I'm a t-Mobil new costumer, been with t-Mobil for 6month and I been paying for my insurance to protect my samsung galaxy s3. End up telling me they can't send tme the phone and they dicide to send me a different phone. Why will they do that if been trying to protect my phone all this time. So there the one to dicide what phone I should be using? Very disappoint with the t-Mobil company. I'm sure they won't do anything to fix problems, for what I see this company have a lot of complains.

Samsung sells faulty product to the customer - Support engineer cheating

We bought samsung Led tv for 55000 rs with great hope and trust on the brand samsung
On Dec 2012, were so happy and even referred couple of my friends same tv ua40d5500

After 6 months of working, tv stopped working and it was not turning on. since we had warranty CoveRage
Sansung engineers camE and said tHere is power problem and replaced the main board.
After few months after warranty expired, aGain we Experienced picture problem with horizontal lines anyhow tv was working when we turnoff and turn on again. But after few months...when we turn on tv it alqays shows blurred image and no sound.
NOw we registered complaint at samsuNg and they are saying its a power pRoblem again and board needs to be replaced
With the cost of 35000 rupees which is 70 % of tv cost. we r shocked to hear this and samsung says
Its out of warranty. But the same problem even for my friends who bougjt this same model.
The pain here is samsung tries to cHeat middle class families with tgis faulty tv model
And RefUsiNg to replace sightIng warranty. But samsung clearlt knows 5500 Led tv is failure mode

As a result, Samsung head office contacted and promised me they will send support engineer and the tv can be fixed with the cost less than 5000/ by replacing just pcb instead of complete board. Samsung sents the support engineer and he didnt even check the tv properly as promised by head office and he straight away said complete board has to be replaced and it will cost 30000 + service charge. And one of the worst and most cheating happened, For saying this the support engineer charged us 180 rupees. I dont know on what one arth they can charge for saying that tv is faulty. And after a week received a mail from samsung saying, it can be done for Rs 25, 000/- with 1 year warranty. which is unacceptable. Guys whoever reading this please be aware of tactic and trick by samsung who cheats the customer by selling the faulty led tv model and it fails exactly after a month of warranty and samsung cheats and make customer to pay for replacing board. Good Bye samsung. One of the worst support from samsung to the customer.

I am PASAPULA JAGADESWARA REDDY and holding the mobile with Model number GT - S7500 with the IMEI number - [protected]. My mobile number is [protected] and before the theft the last call i dialled is [protected] and the theft how it happened is, I travelled to my home town (Native place) and i was carrying or holding my daughter with the age 1.5 yrs and one guy came in bicycle and pulled the mobile from my hand and took over and meanwhile i was waiting for my brother to pick for me but in meanwhile the theft happened also i gave complaint in 2 town Police station with the IMEI number - [protected] and i request you to please trace the mobile and please provide me my mobile as i struggled to purchase the smart phone by working hard and planned with my budget. Really Sir/ Madam i am upset with this people who do these type thefts and making public in trouble.
Please please help me in this and get my mobile in the address provide or immediately call to the number [protected] or [protected]. Thank you.

Hi Team,

I have negative feedback for Your company which I want to share at my Company portal IBM India Pvt ltd soon.
I made complain in May starting, my ref id [protected] which your team drag to 3 months, which shows their capability.
I have purchased Samsung new BIOFRESH model 380 Lt fridge with my hard earn money in 4-5 years back . After 4-5 months purchase time only, there are lot ice accumulate under ice section while it's a frost free refrigerator, made complain to Samsung service center and told to replace part but they did n't do any replacement and cleaned with hot water . After this every year in winter getting same issue, told service center to change part or replace unit but no action taken now when almost 5 years going to complete and same problem exist and more their warranty completing and my fridge not working then they are saying that part not available so can't do any thing .Attaching comments from CEO office for your ref.
-----------------------------------------

Counselor answer
Dear Ms. Gerola,

Good Morning!

This is Nirupama Singh, Customer Experience.

We sincerely regret the inconvenience caused to you on your dealing with Samsung product.

This is in reference to your email dated 2/7/2014 and as per earlier conversation we had regarding your complaint against problem in Samsung Refrigerator (Model no: RT35BDPR1/XTL).

With would like to inform you that we already had discussion with the management against your complaint and provided you best possible solution from our end.

We had informed you that the parts required to repair your product is currently not available in the company & there is no certain expected arrival time available with us.

Also as per company’s standard warranty policy, in case of any unforeseen circumstance and the required part not being available, company provides commercial solution to customers in lieu of repairs, as per company’s prevailing depreciation rules.

However in your case the unit is of more than 5 years old & is out of product life cycle also, as per company’s standard depreciation policy.

So we regret to inform you that currently we are unable to provide any solution to your complaint.

Thanking and assuring you for best services always.

Warm Regards,
Nirupama Singh
Senior Executive - Customer Experience
-----------------------------------

So just want to know two thing here :
1. Your fridge unit was faulty from first day of purchase, why I should pay for it ?
2. Why faulty part not replace after so many complain under warranty period .
3. I need replacement of my Unit as problem started from first day of purchase and attention given on it.
Let me know what solution you have for this complain?

Thanks & Regards
Seema --[protected]

To Whom It May Concern,

I have just suffered through what has been the worst customer service experience of my life. Unfortunately, it was with your company, Samsung.

I have a 46” 3D television, model number UN46D6400UFXZA and serial number Z3453CYB600902A. I purchased the TV in August of 2011 at Sears in Key West, Florida. At first, I was very happy with the TV, it had great picture quality and was very user friendly. I watched the TV for approximately one month with no issue and then departed on deployment and various military schools in the Northeast until the month of February. While I was away, no one else watched the TV and it was securely kept in my house in Key West.

I began watching the TV again when I returned in Feburary 2012 and in March 2012, I noticed that the top portion of the screen had several blue, green, and red lines going across the entire top quarter of the screen. This prevented 3D movies/media from displaying correctly in the top quarter of the screen. At the time, I had a warranty through Sears and had an approved Samsung repair man replace the LCD screen on 4/16/12. He said the screen had “delaminated” and that it was fairly simple to replace. He replaced the LCD panel and the picture was, again, high quality.

I continued to use the TV until I departed again in May of 2012. I left for deployment and various military schools in May of 2012 and returned in December 2012. In March 2013, the LCD panel again began to delaminate in the top quarter of the screen. I, again, called Sears since the TV was still under warranty, and they, again, dispatched an approved Samsung repair man to replace the LCD panel. When he came to replace the LCD panel, he stated that he’s only had repeat visits for this particular 46” 3D model. This statement peaked my interest and with more research, I discovered that it was a common problem experienced by others, not only in Florida, but across the country. The panel was replaced on 3/20/13. Again, the picture was high quality and there was no issues.

In April 2013, I found out that my next unit was in the Middle East and that most of my belongings had to go into storage. There was very little turn-around time for my transfer so I did not have time to pursue the issues with my “lemon” TV any further. The TV was placed in storage in Miami in a climate controlled unit.

I returned from overseas in May of 2014, where I moved to San Diego. When my furniture was delivered, I was relieved to discover that the TV display was still clear. After about a month of watching the TV, the screen again delaminated. At this point, it was obvious to me that there is something wrong with my TV. Its on its third and failing LCD panel. Now that I had some time and had completed my transfer, I decided to pursue my issue with the TV with Samsung customer service.

Here is where my problems actually began.

I contacted Samsung customer service on 6/4/14. I spoke with a John, a Rosell, and a Tabatha in regards to my situation and they provided me with the transaction number of [protected]. They told me to send in my work orders and sales receipt and they could assess whether I was eligible for a refund, return, or compensation based on the age of the TV. I was on leave and not with my TV so I emailed my work orders on 6/6/14 and the receipt of sales on 6/12/14.

Each time I spoke with a representative, I emphasized that I did not want repairs since I obviously had a defective TV, a lemon, and that I wanted a replacement or store credit towards a new Samsung TV.

After hearing nothing from Samsung for about 2 weeks, I decided to call again on 6/30/14. I spoke with John and he said that my transaction number had been cancelled. This frustrated me immensely. How would you feel, as a person not a company, to have your requests ignored, even though you were promised an answer. I was then transferred to Diane who said she had no idea why my transaction number was cancelled. I asked to speak to someone in customer service and she told me that she was going to transfer me to “appliances” and they would help me there. I told her to not transfer me to appliances and to transfer me to customer service. She said, okay, I’m transferring you to appliances. About 40 minutes later I finally got back to customer service. I tried to complain about Diane’s behavior but nobody would listen and made excuses for her deliberate redirect of my phone call in an attempt to, I can only assume, get rid of me. I was finally transferred to Jessica in the Executive Customer Service branch where she gave me an email to resend in my work orders and receipt under a new transaction number, [protected]. I was then informed that the transaction number was no longer active either, so I was finally assigned [protected]. All the information required from me was submitted and I was told I would hear back in 24-48 hours on the status of my case. Again, I emphasized that I did not want repairs since I obviously have a defective TV, a lemon, and that I wanted a replacement or store credit towards a new Samsung TV.

About 24 hours later, I received a call from a repair shop in San Diego saying that they could come in a couple days to replace the LCD panel, at my expense, and that it would cost an additional $90 for a convenience charge for them coming out to my house. I immediately called Samsung back and spoke to Chelsea in the Executive Customer Service branch on 7/1/14 about why my case was passed to the repair department and not to the refunds/replacement department. She said that the file had been placed in the wrong department and about 30 minutes later it was placed in the refunds/replacement department. She again said I would hear back from them in 24-48 hours later to see if I was eligible for replacement or a partial refund/store credit.

24 hours later, today, on 7/2/14, I received a call that I was not eligible for ANY store credit, refund, or replacement. I was, however, “eligible” for repairs at my own cost. I recalled Samsung to see if I could be transferred to a higher level and they told me no. I had reached the highest level in their Customer Service branch but that I could email them my concerns. So here we are. I am blown away by Samsung’s lack of regard for their customers.

With how much each LCD panel and repairs cost Samsung, they could have bought me a new TV at this point. I understand that the timeframe of my complaint seems delayed, but with my job and my schedule, I was unable to report it any sooner. The TV has been watched for about 5 months total since its purchase in 2011. I still can’t believe how poorly I was treated by some representatives and how Samsung will not stand by their product. I’m hoping my story will reach as many consumers as possible so that no one else will have to deal with this 3 week ordeal, poor treatment, and total lack of empathy or care for their customers.

Snmsumg avenue stamford
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