Samsung

We purchased a new Samsung 65" TV Model # UN65MU650DFXZA from Costco on 11-11-2017 and have had nothing but issues with it since. I've called Samsung customer service and used the chat service to try and rectify the numerous issues we were having since then. I've made this attempt about 10 times since purchased, because they refuse to fix anything and just place blame on everything but the television. I have 5 open case #'s with them about these issues that have never been resolved.
The TV black screens for up to a minute while using ps4 pro with a premium HDMI cable that Anna (Samsung Rep) told me I must purchase to fix the issue...it did not. They've remote reset it to factory a couple times, had me reset it, change settings etc.., but nothing fixes it. The tv must be unplugged numerous times a day now, because it never truly shuts down and starts slowing down or it just freezes up. The black screen is happening randomly and quite often now. They force apps on the tv that take over the programming. Their TV+ app will be mysteriously running when we turn it on, but when we shut it off, we were playing on the gaming console? Even the HDMI software switches between ports by itself?
The last Samsung Rep (Marvin) I spoke with 11-9-2019 confirmed it has issues (no kidding), but then tells me he's sorry to inform me that at my expense they can send a service tech to look at it? I told them that's completely unfair, as I've notified them many times over the years of these issues that they have refused to acknowledge as television hardware issues, until recently.
They force me to file a Better Business Bureau Report on 12/19/2019. An Office of the President rep communicates with me from now on.
Mr. Gaffney tells me that they will send a technician crew to fix the television with new factory parts. The service company is Dish, whom spams me with robot calls and voicemails while I'm at work. I tried to call the robot back and it just kept asking for information and then wouldn't do anything. I relay this to Mr. Gaffney and he ignores this issue like all of them and says to me, "So you're refusing service then?" What? He just wanted me to refuse service, so he could tell the BBB, they tried to work with me and I refused. I tell him not at all, send the crew, but not if I can't talk to a real person. An actual Dish person contacts me and they show up on Saturday morning 1/04/2020. They proceed to take apart the TV, replace defective parts with new parts (main board, cables and some other components). After 3 hours they can't get the TV to work properly, so they take it apart again and replace the new parts with my old parts? They say they can't fix it and to get paid for their labor, they had to put the old parts back? They ask where I purchased the TV and I tell them Costco. They recommend I try to return it there, because Samsung isn't going to do anything for us and it's not uncommon for them to get defective brand new parts.
They have me sign a contract that I can't see, as the signature panel (window) is on top of the contract area. I ask about what I am signing and they say it's what we did to the TV and they'll send me a copy in email in a couple hours. They also said Samsung will be contacting me soon. I do get the contract, but it's completely blank! I actually signed a blank contract unwittingly that they could have written anything on!? Unbelievable really.
I wait a week and have heard nothing from Samsung or Dish, so I send an email to Mr. Gaffney about what happened. He doesn't respond to me, but Samsung told the BBB their service techs were fixing our TV and the issues are resolved? I responded to the BBB about what actually happened, but Mr. Gaffney and Samsung Office of the President reps just keep ignoring communication from anyone regarding this matter.
I even called Costco management where we bought it. They were completely understanding and reached out to Samsung as well. They sent emails over 2 weeks ago and recently told me they have heard nothing. So they treat their own vendors, just like they treat their customers. At least they are consistent with horrible service.
Mr. Gaffney left me a voicemail on 1/22/2020. This is the first I've heard from him or Samsung since they sent the repair crew 19 days ago. He tells me the repair crew installed a brand new defective main board. He then says Samsung has given me a one time repair and can no longer help me with this television any further? What!? They haven't helped us, since we had problems a couple weeks after purchase in 2017!
How they can blame their inferior products (Mr. Gaffney admitted the new main board was junk) on their customers other components, cables, internet or anything but their own product is beyond me. They completely wasted our Saturday morning and tore apart our television twice for no reason, ignore my emails and phone calls for 19 days to only say "Hey, we tried, but we know our products are junk, so there's nothing further we can do for you!"
I called Mr. Gaffney on 1/23/2020 @ 9:32 a.m.. I waited while they set up the recording software and made sure I was on speaker for his colleagues to hear the conversation. I asked why he continues to act like he doesn't receive emails from myself or Costco or Dish etc.. Why he flat out lied to the BBB? Why he continues to cost Samsung more by having me submit truthful reports on how Samsung has not honored their warranty and only subverts customers until the warranty expires, so the customer can purchase a new TV or pay for repairs?
He could really care less, so after all these reports and reviews, I informed Mr. Gaffney I would be forced into Litigation/Arbitration. I'm quite familiar with the process and the damages will be much greater than the manufacturing costs of a new television that Mr. Gaffney has easily already surpassed from lost revenue and fees. And to think this all could have been easily resolved years ago, if Samsung would just stand behind the products they sell.

Purchased a Samsung S5e tablet on line at samsung.com during its product launching last April 25th. May 2019, my problems started. Samsung replaced the tablet but I discovered that the tablet replaced was a 64 GB and not the 128 GB I paid for. I had to beg and wait for more than a month for Samsung to give me the shipping label.

I shipped the wrong tablet Samsung gave me since Oct 2019. Its already December 9th and still no replacement and no resolution. I offered to get a refund and for the past 2 weeks the case managers have been telling me to wait because its with upper management.

My case has been ongoing for 8 months now, and I am desperte

On 1/8/2011 I purchased an upscale samsung range model ftq353iwux/xaa at hhgregg in brandon, fl. After noticing that the oven does not cook properly, I purchased a range temp gauge. I found that when the range pre heat alarm rings, the oven is actually 75 degrees below the set temperature. It takes the range an additional 20 to 30 minutes to reach the set temperature which negatively effects the cook times. I called samsung at [protected] and spoke to a & ldquo;cedrik” who refused to give his last name but gave an id #129. He advised that this was a common problem and to set the temp up an additional 75 degrees. This would be fine except after 20-30 minutes the oven temperature would be 75 degrees to hot. & ldquo;cedrik” was less than helpful. I would strongly advise anyone considering a samsung range to reconsider and look at ranges from reputable manufacturers.

I purchased a new samsung 22" lcd monitor (Model 225bw) on april 16, 2008. On july 13, 2008, my monitor failed and my first communication to samsung about the problem was submitted through their web-based customer contact form.

On july 20, 2008, I had received no response from samsung and after searching their website, the easiest way to resolve this issue was to start a self-service in-warranty ticket. I completed the web form, supplying samsung with all of the requested information as well as a copy of my sales receipt and proof-of-purchase.

On july 23, 2008, I checked the status on the website and it showed "waiting for exchange process. " so I called the 1-800-samsung number to determine what the status was. I was told by the representative that I was impatient. She commented "it isn't like they can put a monitor in a box and send it to you. " why not? That was the option I selected - to have a replacement monitor shipped to the ups store near my home to have the exchange made and the defective monitor returned. My other option was to foot the bill for shipping and send it in for repairs, or, to have a $400 hold be placed on my credit card to have a unit cross-shipped and I would still be paying for shipping the defective monitor to samsung.

On july 25, 2008, I once again checked the status and it was still showing "waiting for exchange process. " so I called again and asked exactly what was samsung waiting on. The representative told me that the exchange process hadn't started and that it was an automated process and that I just needed to wait.

On july 28, I called again, trying to find out exactly what was holding the process up. I was told that in-warranty monitor exchanges were handled by a third party and that the time necessary to complete the process was dependent upon their speed. I asked if I could contact them and was told no. I asked for the name of the company and was told that they couldn't give me that information. I hung up.

I called back. This time, a representative told me that the delay was my fault. She said that I had not told samsung whether I wanted "a" stock or "r" stock. I advised her that I didn't even know what that meant and said that during the self-service ticket creation process, I was never asked to make that decision. She advised that "a" stock meant a new monitor and "r" stock meant a refurbished monitor. Naturally, with my monitor just days over 3 months old, I told her I would prefer "a" stock. She then advised me that I couldn't get "a" stock and would have to settle for "r" stock. I asked why and she replied that there was no "a" stock to ship out. Upon further questioning, I determined that there was no "a" stock for this monitor because samsung is no longer manufacturing it. Ok, so if there is no "a" stock and I have to settle for "r" stock, then why would samsung be waiting on me to make a decision? I asked her how I was supposed to know that I needed to make a decision since there was no indication of the website when I checked the status of my ticket and the "message from samsung" field was blank on the ticket status screen. She said that customers usually called samsung to ask why there was a delay and that's when they would find out about the "a" stock or "r" stock issue. I told her that was unacceptable to expect the customer to know that and that samsung should contact the customer if there was an issue. She responded that they were an in-bound call center and don't make outgoing calls to customers. She also replied that there was no way they would have the time to do that even if they could make out-bound calls. So, the net result of this phone call was that I would be getting "r" stock. She said she would "send it over" so that it could be processed immediately. My interpretation was that she would make whomever needed to be aware of my decision aware and have the replacement monitor shipped out. Bad assumption on my part.

On july 31, 2008, samsung's repair self-tracking website still shows "waiting on exchange process" as the status of my ticket. Time for another phone call. I get the same story as last time - "a" stock vs "r" stock. I explain that I have already been through this 3 days ago and that I shouldn't have to go through all of this again. For god's sake, put the monitor in a box and send it to me. This representative advised me that she would "expedite" my ticket and get it shipped out. I asked what assurance I had that this would happen and she replied "because I said I would. "

On august 4, 2008, I made another call to samsung. The representative I spoke with this time seemed genuinely concerned about my on-going problem. He transferred me to samsung's ecr (Executive customer relations) group. I spoke with agent 23. She basically gave me the same old story - no "a" stock available. What exactly do I need to do here? I thought that during the 2 prior phone calls we had established that "r" stock was my only option and I said that I would accept it. I didn't really want it but refurbished equipment is almost the universal standard for warranty requests these days. This agent did say that I could get a refund if I wanted it. I really just wanted a monitor. She said that she was going to send an email to the "monitor department" to determine if there was a new monitor (That met or exceeded the specifications of my defective monitor) that they could "expedite" to me and that she would call me back. She verified my phone number.

It's now august 6, 2008. I called the ecr again at their direct-dial number - [protected]. This time I got agent 12. She gave me the same old song and dance - you know the drill - "a" vs "r" and told me that was the problem. I asked how long a refund would take and was told 6 weeks. I asked to speak to a supervisor. She said that she could refer my request to speak to a supervisor to "case management" and that I would get a return call in about 5 days. 5 days! I feel like i'm going to have a stroke. I hung up.

It's still august 6 and I have calmed down somewhat. I call ecr back and get agent 49. She reads the notes and indicates that agent 23 received a reply to her email that there was no "a" stock available. I asked why she didn't call me back as promised. No explanation. Then I asked if an "r" stock unit had been shipped. No, it hadn't. We went round & round. She said that she could send an email to the "monitor group" to see if this issue "can be resolved. " she advised that she would call me back when she received a return email. More promises of return phone calls. Just for fun, I asked her who at samsung america, inc or samsung electronics america oversaw customer service operations. Her response "i will be happy to provide a mailing address for samsung where you can send a letter to the president and express your concerns. "

So, I spent money on a monitor with what I thought was a good, 3-year warranty. My money was good. The monitor is bad. Customer service is fictional and apparently there really is no warranty. This experience puts samsung in a dead heat with hp for absolute worst customer service/customer support.

Hi,

I purchased a Samsung Refrigerator from Best Buy in September 2006. In March 2006 and prior the freezer stop producing ice and the repairmen was called to fix the freezer but had to order the parts. Repair was called for service due to same issue on 05/11/07. 05/29/07 returned from vacation food thawed and freezer wasn't working and we lost approximately $100 worth of food.

07/11/07 refrigerator turned itself off all the electric in the entire home was working refrigerator was shut down the representative just told me to unplug and plug back in. On 07/31/07 told the Samsung I need to have a new refrigerator sent to me the freezer sound like an airplane engine and it was going to stop soon. At this time I was told to fax in the purchase receipt so my refund could be processed because they don’t do exchanges. I was given a tracking number as I was told it takes 4-6 weeks to process a refund. I faxed the receipt in the same day and again on the next day.

On 08/03/07 I called to ensure fax was received and I was told by the representative that the refund could not be processed for the entire purchase plus the tax only. She told me the purchase price only will be refunded in Ohio. In addition, she requested that I send the serial number label off the side of the refrigerator and cut the cord to the refrigerator and mail it in order to begin the 4-6 weeks processing time. I asked her what I was supposed to do for a refrigerator while waiting 4-6 weeks for them to process the refund. I also asked her if this made common sense to her to disable a refrigerator that is currently working prior to receiving the refund and why I would not receive the full refund amount including the tax. She stated she would bring this to a supervisor’s attention and I told her I will send the label and I would not cut the cord. I was told they would send the information to her and she will have the supervisor respond.

MY FREEZER STOPPED WORKING ON 08/10/2007 AND I INFORMED EACH PERSON I SPOKE TO OF THIS FACT!

On 08/07/07 I mailed the label to Samsung certified mail receipt, and after calls on 08/10/07 and 08/14/07 the label was still no showing as received in Samsung’s system. On 08/14/07 I spoke to ECR department which processes returns and they told me the 4-6 weeks couldn’t begin until they received the product label. I told them I could fax my copy of the same label while we are waiting for this mail to be received. They told me it has to be received by mail and I would need to cut the cord to my refrigerator and send it in to process the return.

On 08/19/07 I went into Best Buy store #161 and told the sales representative that I needed help getting a new refrigerator, as my refrigerator is not working. He told me to call 888-best-buy to get help. I called 88-best-buy on 08/20/07 and spoke to the representative who told me it was under manufacturer’s warranty and I would have to work with Samsung to get their approval for replacement. She sent a fax to Central Repair, who is the repair service utilized for the Samsung, and they will come to my home and verify the product is not working. After, Central Repair certified the product was not operable then Samsung would be able to issue a replacement authorization and I would be able to go to Best Buy and purchase a new product.

On 08/22/07 Central Repair inspected the product and certified that it was not functioning and told me they would fax the information to Samsung. On 08/23/07 I called Best Buy and they told me I should speak with Samsung regarding the authorization to replace the product and they couldn’t do anything prior to receiving this authorization.

On 08/23/07 I called Samsung and they told me they received the fax and they will begin the process of 4-6 weeks to send me a refund check and they would not provide me with an authorization to replace the product at Best Buy. I told her I DON’T HAVE A WORKING PRODUCT IN MY HOME AND IT HAS NOT BEEN WORIKING SINCE 08/10/07. She told me the refund will be processed and they would expedite the process. When I asked her what time frame I could expect to receive a refund, she told me she would have a supervisor call me within 24 hours regarding the status of the return. I told her this is not acceptable and I need a working refrigerator. She stated the refund will be processed and no authorization will be provided and no refund for my lost food of approximately $250 would be made. She stated I need to have a receipt for all food purchased prior to refunds for lost food being sent.

The result is I sued Samsung in small claims and won now I am trying to collect. If there is anyone who could provide information regarding the banks they use it would be appreciated.