ComplaintsforSamsung Electronics Canada Inc

• Initial Complaint

  25/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Samsung phone in August of 2023 and have issues with it since the get go. The screen would glitch out apps were freezing, calls werent coming through, to name a few. I ve had it in for service twice now and the last time received a new motherboard. I am still having troubles with it though and they want me to send it in again to repair. I dont have an additional phone to use and use this phone for work! I ve called multiple times to simply get a replacement phone but they insist on wasting everyones time "repairing" it again.

  Business response

  25/04/2024

  Thank you for taking the time to share your experience with Samsung.
  
  We apologize for any inconvenience this issue may have caused.
  
  When the mainboard is replaced and if the reported problem was hardware related it would not follow on the new mainboard.
  
  Samsung has opened a service order to have the phone shipped with ***** at our cost to our master service center for diagnosis. If customer prefers to walk-in to a local Service center they may search here:
  
  https://******************************************
  

  We appreciate your efforts in communicating your needs with us.
  
  Thank you for your time.
  
  Sincerely,
  
  Samsung Electronics Canada Inc.
  n

  • AUTHORIZED SERVICE CENTER

    Mobile Klinik Oshawa Centre

    Oshawa, 26.31 Km

    • Address : 419 King St W, L1J 2K5
  • 2

    AUTHORIZED SERVICE CENTER

    Mobile Klinik Brock Rd

    Pickering, 29.88 Km

    • Address : 1899 Brock Road, Unit H2, L1V 4H7

  Customer response

  25/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: as I have mentioned before the issues arent all the same. Before the phone/screen would completely glitch out lines, all over the place, and my apps were disappearing, to name a few issues. Now my phone completely freezes or seems to be on a lag. Phone calls come through but I can t answer them, (explain that to your boss) I have to restart my phone multiple times aday. This will be the 3rd time I ll have to send it in and not have a phone. I am an on call employee for ****** **** and should not have to put my employment at risk because your conpany wont exchange the faulty phone you made. I am unable to use the extended warranty  I ve bought because it is a manufacters warranty. (the customer service agent seen what was happening and even factory reset it for me)  In laymans terms I would rather pay $100 for a refurbished replacement rather than have to deal with your company, but I cant! I have phoned two of the repair companies that you use and was told that if the motherboard was replaced that theres not a lot they could do, that it needed to be replaced. Yet even if the say in the report that it needed to be replaced that the decision was still up to you. (Leaving me without a phone for longer I am assuming) It was suggested that I call your company and ask for a supervisor, and bypass the initial customer service tech help and explain the situation. Which I did. I have been on the line with you guys for many hours, multiple times, and have had some awful customer service. I ve even been hung up on when I requested his name and a transaction ticket #. I feel that I ve been beyond patient, especially since I am paying monthly for a phone that has never worked properly. I have owned Samsung cells in the past and have never had issues like this before. I feel like this issue is being dragged out and it is completely unreasonable of you to expect me to continuously hand over my phone to be repaired without being issued a loaner. Ive also am very hesitant to hand it over and have records or claims falsified on your end and have a another bill to pay. (I ve read too many horrid reviews after googling what steps I ve had to take, and honestly with the way I ve been talked to by a few of your employees it doesnt sit well)
  
  ****** *****

  Business response

  30/04/2024

  For loaner phones the customer can visit a Samsung Experience Store. Based on the customer’s postal code the closest location is at Yorkdale Mall and customer must provide a deposit for $200.
  
  Samsung Experience Store - ******** ******** ******
  Address **** ******** *** *** ***
  Operating HoursMonday 10AM-9PM
  Tuesday 10AM-9PM
  Wednesday 10AM-9PM
  Thursday 10AM-9PM
  Friday 10AM-9PM
  Saturday 10AM-9PM
  Sunday 11AM-7PM

  
  https://******************************************

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am submitting this complaint due to issues with the Samsung Canada Trade-in Program, initial order placed on Feb. 9, 2024, ******************. I find myself in a situation where I am unable to decline their assessment due to the extended duration of the process and misleading communication from their side. Moreover, they took actions to force me to accept their decision. Lastly, they have ignored my request for assistance and refused to create a ticket. Summary: 1.Forcing Acceptance: On March 8, 2024, I received confirmation of receiving my old device. Despite the initial promise of a 4-6 business day, it has now been 20 business days. On March 28, 2024, I received a letter from Samsung stating that the assessment was complete and requesting feedback, which I promptly provided with a positive rating. It was clearly written in that letter: “You recently completed a Trade-In with us”. A similar letter was resent to me in two days. So, I proceeded with purchasing accessories (250 CAD) for new device and completed the transfer of all information. I am treating this as the action forcing me “to accept the results of assessment”. 2.Wrong Assessment: However, on April 6th, 2024, I was informed that my old device was deemed to have “significant defects” and “not powering on”. This assessment contradicts my experience – it was fully functional without the defects listed. 3.Support Request ignored: Given this discrepancy, I contacted client support on April 7th, 2024 to express my concerns and requested them to create a ticket. My request was ignored, and ticket was refused. The deadline for my decision set by Samsung is April 20. So, I urge the BBB to expedite the review of this complaint to prevent further consumer detriment. The lack of timely and transparent communication from Samsung has left me with no choice. Unfortunately, this is not an isolated incident, and by bringing this complaint to your attention, I hope to assist other clients in avoiding similar situations

  Business response

  11/04/2024

  Hello ******,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau complaint. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order and trade-in. We would like to inform you that we are thoroughly reviewing your case. We would like to inform you that our Senior Customer Experience and Escalations representatives will be contacting you shortly with an update regarding your case.
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.
  

  Customer response

  19/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I received a letter from Samsung support with a new suggestion. They reduced the amount of my payment from 85 to 42.50 (********) but the same letter contains a link that asks me to pay 82 (********). My requests to correct the amount were ignored. In addition, I reviewed the photos of the device provided by Samsing. Upon inspection, they show that the device is fully functional and does not have any damage (********). 
  
  Sincerely,
  
  ****** *******

  Business response

  25/04/2024

  Hello ******,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau complaint. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order and trade-in. We would like to inform you that we have thoroughly reviewed your case. We would like to inform you that our Senior Customer Experience and Escalations representatives has contacted you via email with a resolution regarding your case.
  
  As mentioned via email, we are willing to meet you half-way on the adjusted value. However, we cannot go beyond this point. We believe this compromise strikes a fair balance between your expectations and ********'s assessment of the device's condition.
  
  We understand that you expressed concerns as the amount listed on your Galaxy Upgrade Status page still shows your original adjusted offer that our trade-in partners, ******** provided you with. Please note, the amount you see on the Galaxy Upgrade website, will remain the same, however, this will not affect our decision to meet you half-way on the adjustment.
  
  As the offer was already processed, our system will first automatically chargeback the full difference between your estimated trade-in value and the adjusted trade-in value that ******** had provided.
   
  Once the full clawback is complete, our team will proceed to process a manual refund onto your payment method used at checkout for half of the amount that will be charged. Your refund is already indicated in your file and will be processed once the clawback occurs.  We are happy to inform you that no further action is required on your end regarding your trade-in.
  
  I hope this provides clarity and we appreciate your understanding.
  
  Thank you for choosing Samsung Canada and have a great rest of your day!

   

  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  22/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased S24 through ******** trade-in program and the value of my trade in device was reduced with a generic message "Display or back glass has damage, defects and/or wear & tear" no photos were provided. I had taken photos prior to sending in the device that show there is no such damage, but Samsung does not reply to emails. *** ***** ******* ***** **** * ****

  Business response

  29/03/2024

  Hello ******, 

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused. 

  In order for us to proceed with your concern could you please provide the trade-in offer number or the Samsung Order number associated with your order? 

  We look forward to your response!

  If you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  
  

  Customer response

  01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: the trade-in offer number is ******************
  
  Sincerely,
  
  ****** *******

  Business response

  22/05/2024

  Hello ******,
  
  Thank you for contacting Samsung Canada Online Shopping!
  
  We are reaching out to you today regarding your Better Business Bureau complaint. Firstly, we sincerely apologize for any inconvenience that you may have experienced with your order. We would like to inform you that we are thoroughly reviewing your case.
  
  We understand that you were experienced difficulties with your trade-in offer. We are sorry to hear about this. Our Senior Customer Experience Representative will be reaching out to you via email within the next 1-2 business days. Your patience is greatly appreciated. 
  
  If you have any questions or concerns, please don't hesitate to contact the representative assigned to your case.
  
  We sincerely apologize for any inconvenience that you may have experienced.
  
  Thank you for your patience and for choosing Samsung Canada. Have a great rest of your day!
  
  Retail Executive Office
  Samsung Electronics Canada Inc.

• Initial Complaint

  21/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Samsung Customer Care, I am writing to express my dissatisfaction with the handling of ticket number ********** regarding my Samsung dishwasher, purchased from Costco in June 2022. Despite reporting the malfunction of the soap dispenser during the wash cycle on February 15, 2024, and subsequent attempts to address the issue through Samsung customer care, the problem persists. The service technician's visits on February 27th and March 8th, which included the replacement of parts, have failed to resolve the issue. Additionally, the technician identified a PC error during testing, indicating a significant defect in the appliance's functionality. Notably, the technician verbally assured us that he recommended exchanging our dishwasher because he was unable to repair it. Furthermore, upon contacting Samsung for further assistance, we were informed that our dishwasher would not be repaired, citing alleged physical damage by a mouse. However, the provided rationale lacks substantiation, as the photograph presented to us did not exhibit any such damage. Samsung is now asking me to get my dishwasher repaired from Samsung repair center on my own cost and they are not willing to help me. I request complete details on the tech support report, as the service technician promised me an exchange due to the unresolved PC error. I seek prompt resolution, which necessitates exchanging the defective dishwasher in accordance with the warranty terms. Sincerely, ******* ****

  Business response

  21/03/2024

  Thank you for taking the time to share with us your experience with Samsung.
  
  We apologize for any inconvenience this issue may have caused you.
  
  As per the warranty statement from the user manual, warranty shall not apply to problems caused by pest infestations.

  Sincerely,
  
  Samsung Electronics Canada
  n

• Initial Complaint

  21/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a washer on September 2023, and found it leaking last week, the rubber band of the washer broker by itself and make the washer leaking, however the Samsung refuses to cover it in their warranty said there is a physical damage on the rubber band, the damage was made by the machine not by me, I think it definitely should be cover by the warranty. And the price of the rubber band is incredibly high, 480+tax, 1/3 the total price of the washer, That’s why I really need your help

  Business response

  21/03/2024

  Thank you for taking the time to share with us your experience with Samsung.
  
  We apologize for any inconvenience this issue may have caused you. 

  This is considered physical damage not a manufacturer defect. Out of good will we offer to repair the unit at no charge.

  Please provide your consent.

  Sincerely,
  
  Samsung Electronics Canada Inc.

  n - **********

   

   

  Customer response

  21/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I did not broke the rubber band, the machine broke it by itself, if this happen in few months again, it will need another replacement, if the damage is outside and made by me I will pay for it for sure, it’s inside and broke by itself, it should be covered in the warranty for no doubt, 

  
  Sincerely,
  
  ******* ****

  Business response

  22/03/2024

  This is not a manufacturer defect. It is considered physical damage.

  Out of good will we offer to repair the unit at no charge.
  

  Please provide your consent to the free of charge repair.

  Customer response

  22/03/2024

  I accept the free repair, but I wasn’t not agree with the company’s decision is only based on their “good will”, it should be considered in their warranty.

  Business response

  26/03/2024

  Samsung has authorised the repair with service order # ***********

  Customer response

  26/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  21/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  recall issued by health canada. samsung canada microwave for ** ********. Identification number:************ archived. Called Samsung canada 30/03/2024 12h09 pm to 12h38 pm and to Jane employee #***** claim/ticket #**********, she told me since i'm not first owner they will not do anything for me explain to them a recall does not state 1st nor 2nd owner and told her that i would do a complaint to you guy's (BBB) and she told me do what you got to do. called samsung repair shop to give me an idea of price and he told me 130$ for labour plus around 100$ to 150$ for parts. waiting for ** repair shop to look in for price for new around same size microwave. please don't hesitate to contact me if needing more info. Thanks ********* ******* **********

  Business response

  21/03/2024

  Hi,
  
  Please accept our sincere apologies for the inconvenience you may have experienced. 
  

  A Samsung representative will contact you shortly.

  Ref # **********.
  We deeply value your loyalty to Samsung and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at 1800samsung.
  
  
  Thank you for your time.
  H
  

  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought Samsung Stove Oven from **** *** with extended warranty. Less than 6 months something blew up and broke. It took 2 weeks for someone to come out and fix. The guy fixed it but it died within 1 week. Subsequent calls led to local technician Samsung contracted to saying that I must have caused the damage (he did this over phone) and I need to pay $300 for him to come out and fix it. I keep getting the runaround and this is ongoing for 4 months without a kitchen. Next step is to hire lawyer and take Samsung to court.

  Business response

  07/03/2024

  Hi,

  Please accept our sincere apologies for the inconvenience you may have experienced. 
  

  Please supply your Samsung reference number for further review.

  We deeply value your loyalty to Samsung and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at 1800samsung.
  
  
  Thank you for your time.
  H

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased a Samsung Galaxy S24 device from Samsung Canada under a trade-in program for $683.64. I shipped my Galaxy S9 in its original box as a trade-in to Samsung Canada. Evaluation records do not match the device I shipped. My S9 device did not have a cracked back glass when shipped. Please see my photo record of the device I sent, ********** ***** *** ******** ******* ********. Samsung Canada has responded that the trade-in device is damaged and will not offer me their credit. They did not acknowledge records I sent them of my trade-in device.

  Business response

  15/03/2024

  Hello ******,

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused. 

  Upon reviewing your case, we have confirmed that our team initiated an investigation into your trade-in offer. It was determined that the damage was not caused by any fault of your own. Therefore, the trade-in charge that was processed will be refunded to you.

  Rest assured our representative will be reaching out to you to provide you with further details concerning your refund. 

  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Offer number: ****************** New device order number: ***************** On Jan 27, I bought the new Samsung S24 and participated in Samsung's trade-in program, Prior to sending in my device, I took all necessary precautions to ensure that my phone met the trade-in requirements. I removed all accounts, disabled Find My Phone, turned off any security measures, and performed a full factory reset to erase all personal data. (I have proof for all of that) Today, I received communication from ******** stating that the trade-in value of my Galaxy S8 had been arbitrarily reduced from the initially quoted amount of $10 to $0. This decision was purportedly made due to the presence of "Anti-Theft" with 0 evidence supporting their claim. I want to emphasize the level of frustration and anger I feel as a result of this situation. Not only have I been unfairly deprived of the promised trade-in value, but I have also been subjected to a lack of transparency and accountability in the process. This experience has severely tarnished my trust in Samsung's trade-in program and the integrity of its associated partners. I demand immediate rectification of this situation, immediate reinstatement of the originally quoted trade-in value of $10 for my Galaxy S8. Failure to address this matter satisfactorily will leave me with no choice but to explore alternative avenues for recourse and to reconsider my loyalty to the Samsung brand. I trust that Samsung will take swift and decisive action to resolve this issue and restore my faith in its commitment to customer satisfaction. Looking forward your reply as soon as possible

  Business response

  06/03/2024

  Hello *******, 

  Thank you for contacting Samsung Canada Online Shopping! We represent the esteemed Office of the President. 
  
  Firstly, we would like to apologize for the inconvenience this has caused. 

  We have opened an investigation onto your trade-in offer number associated with your order. We will be review the trade-in assessment and reach out to you with a comprehensive update. 

  Rest assured; our representative will be reach out to you to confirm the receipt of this response.

  Meanwhile if you have any additional questions or concerns please feel free to leave them in your response here. 
  
  Thank you for your patience and understanding on this matter. 
  
  Warm regards, 
  
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  

  Customer response

  14/03/2024

  Samsung Canada decided not to reply me and took over a week to “investigate” on this $10 issue. This third party company has already charged my card with their despicable business practice while Samsung keep being silent. ******** *******! I will seek further action to defend my rights.

  Business response

  27/03/2024

  Hello *******, 

  Thank you for your patience. 

  We have followed up on your case and would like to confirm that upon further review we have decided to honor the estimated value for your trade-in offer. 

  Additionally, we can confirm that the trade-in charge has been refunded to the method of payment on file. 

  If you have any additional questions or concerns please feel free to reach out to our team by phone or chat and we will gladly assist you further. 

  Thank you for your patience and understanding on this matter. 

  Warm regards,

  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.
  

• Initial Complaint

  22/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Galaxy Z Fold4, purchased in Jan 2023, stopped connecting to WiFi & mobile data following a software update in Jan 2024. This issue arose without physical or water damage, suggesting a direct link to the update. Despite many attempts, Samsung's customer service proved useless, with my concerns being redirected through various channels, ultimately leading to a visit repair center. This center proposed a motherboard replacement at an exorbitant cost, approximately 60% of the phone's original CAD 1600 value, a solution that seemed unreasonable given the software-related nature of the fault. A review on Samsung's site prompted advice to go to another repair center, which attributed the connectivity issues to the device's display, proposing a replacement for over CAD 700 plus tax. The display itself is in pristine condition, making this diagnosis both confusing & unwarranted. I faced significant barriers in communicating my issues, receiving little practical support/explanations. It has become evident that the malfunction is a consequence of Samsung's software update, not misuse on my behalf, raising questions about the fairness of incurring high repair costs for a faulty product malfunction. As the service provider and the fact that the phone was considerably affected immediately after their software update, I am seeking a solution where Samsung takes full financial responsibility for the solutions at no secondary cost to me. The financial obligation has been passed to me with a striking injustice, presenting not only a financial burden but a challenge to what is regarded as acceptable consumer rights and defense. This case outlines an immediate need for fair treatment, transparent processes, and a resolution that respects the foundations of needed support, statement, and refund. I request your involvement and counsel in mediating this vision, hoping to not just rectify but to hold Samsung accountable for its lack of professionalism Thank you

  Business response

  22/02/2024

  Hi,
  
  Please accept our sincere apologies for the inconvenience you may have experienced. 
  

  Please supply a valid copy of your bill of sale and the tech report for further review by our specialists.

  We deeply value your loyalty to Samsung and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to discuss it with us at 1800samsung.
  
  
  Thank you for your time.
  H

  Customer response

  22/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

  Business response

  23/02/2024

  Thanks for providing the bill of sale, please supply the tech. report and the correct model number and IMEI number for further review by our specialists as requested below.

  Customer response

  27/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩