Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:14/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Samsung Range from ******** ********* ***** (***) on Jun 11th A little over a month ago it started to ave problems. It will preheat fine, but then start to drop in temp rapidly. Unless i keep resetting the cook temp every 3 minutes I cannot cook food safely. A technician was sent by samsung he did some repairs. I said it was still occuring after he left, so he was sent back to look. He saw the temp drop from 450 F to 330 F in 10 minutes while running. Samsung texts me to say they are not responsible and are closing my file. Please help, i spent $1,500 on this stove, it does not work, and I am still paying it off.

  Business Response

  Date: 14/12/2023

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

  Please provide us with your Samsung reference # for our revue.

  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.
  HB
  

  
  

• Initial Complaint

  Date:14/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased all my appliances thru **** ***** late 2020 while building my house. We got occupancy in May of 2021. After 4 months, i started getting error codes on my stove. 16 months in, display would not light, reset breaker several times, without success, this had always cleared codes in the past. on the following Monday, i called Samsung/**** *****, i was told to reset breaker, and it worked. I was told this was noted in my file. For the following year, i would have to reset the breaker regularly for issues, that don't happen during business hours of course. Since early November, breaker does not resolve issue, so my oven does not work, They told me, it's not covered, so i asked where i could order the part. They provided my the #, which i called, and put the part on order. The order was placed on the 9th of November, and i still do not have the part. The person that i spoke with said part was in stock, but there was a lot of orders for that item. I find it absurd that a $2300 stove have problems within the first year, and a common problem, Samsung washes their hands, I understand my responsibility, and that i should have called every time, and accepted paying for the part, but i can't get the part it seems, it is over a month that i have no oven, on an item that is still being sold in stores, and is less than 3 years old

  Business Response

  Date: 14/12/2023

  Hello Mr **********, 

  Thank you for reaching out to us.

  Can you please provide me the part number that you are looking for, along with the name of the store that you have placed the order with?
  
  Thank you, 

  Samsung Canada.

  lv

  Customer Answer

  Date: 14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: ****** ***** *** ****** *** *** ** ******** ******** ** ** ***** *** *** ****. when ordered, they advised me it was in stock at Samsung, so 12 -15 days, i called on the 8th, and was told it would be shipped the 11th. Called the 14th, and was told there is no date in the system, they would inquire and get back to me. Nothing yet. Christmas is coming, and we have family coming. If this can't be resolved quickly, i have to find a solution. Also, i was informed that there was alot of orderes for this part, which i can't confirm, but **** ***** in the U.S. had the same stove $1100.00 off, so i suspect a common issue. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 09/01/2024

  Hello, 

  We have contacted Reliable parts, and they have it on file that the order was cancelled on Dec 19th by customer request.

  The part is in stock, and ready to ship if you would like to place your order with Reliable Parts today.

  Thank you, 

  Samsung Canada

  lv

  Customer Answer

  Date: 09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: You are responding to my reply on Dec. 14th. The part is available 3 months after i wanted it. I did cancel the order, due to being told by Samsung parts< which i called, that possibly the part would be received by them on December 30th. I did not purchase the stove to have it not working for 3 months, it has been sent to scrap, and i purchased a new stove. i will never purchase another Samsung product, whomever is addressing this complaint, should try to imagine going without a stove with a family of 4.  
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:14/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding my Galaxy A53 5G, purchased on October 12, 2022, from ******.ca. On October 31, 2023, while trick-or-treating with my son, the phone displayed a "SIM card not inserted" error, bringing the issue to my attention. Rebooting made the SIM slot work again for a short time, but over time the issue got worse until the SIM slot no longer worked at all. Despite choosing Samsung for its reputed support and commitment to software updates, the premature hardware failure I've experienced, common among Galaxy devices, has been disheartening. A visit to the Samsung service center in Mississauga on December 9, 2023, confirmed a motherboard issue, with repair costs equaling the phone's initial purchase price of $400. As a loyal Samsung customer who has recommended your products to others, I am deeply disappointed by this unexpected setback. The exorbitant repair cost seems counterproductive to fostering customer loyalty. I think such a complete failure of an essential component within weeks of the warranty expiration is deeply concerning. I urge you to reconsider your repair pricing strategy and restore faith in your brand. I hope for a prompt resolution to this matter.

  Business Response

  Date: 14/12/2023

  Hello,

  We apologize for any inconvenience this issue may have caused you.
  

  A Samsung representative will be in contact with you by email to assist with your concern.

  Thank you. 

  DV

  Customer Answer

  Date: 18/12/2023

  
  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. I was contacted by customer support with case #********** and the live chat agent gave me ticket #********** for the repair. I am waiting for the shipping label. Thank you to the great Samsung team for taking care of this.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung The Frame 75” on Nov 23rd, and my experience has been overwhelmingly disappointing. Upon delivery on Dec 4th, it was disheartening to discover that instead of a brand new TV, I received an open box one with tape still affixed (*** ******** ***). Despite reaching out to customer service on the same day via online chat and email, they insisted it was a new TV and offered no assistance. Upon opening the box later that night, numerous parts were missing, including the one connection box and TV mount. I promptly contacted support on Dec 5th, requesting a return/refund. While a refund request reference number (********) was provided, and I was assured of contact from the delivery team within 1-2 business days, I have yet to receive any communication. Despite multiple follow-ups via email and phone calls, I've been informed only that the return request has been initiated, with no further progress. Today, on Dec 11th, I remain in the dark, frustrated and disappointed. This significant purchase is taking up space without resolution, and the lack of a refund is hindering my ability to make alternate purchases. The absence of communication and resolution has left me feeling hopeless and disillusioned with the entire experience with Samsung. I sincerely hope for a swift resolution and an end to this distressing ordeal.

  Business Response

  Date: 18/12/2023

  Hello *******, 

  Thank you for contacting Samsung Canada Online Shopping and for bringing this matter to our attention! We represent the esteemed Office of the President. 

  We would like to inform you that we are looking into your concern of your order. 

  Rest assured we will reach out to you with an update as quickly as possible. 

  Furthermore, we would like to confirm that our representative has reached out to you to confirm the receipt of this 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, 

  Retail Executive Office
  Samsung Electronics Canada Inc.
  

  Customer Answer

  Date: 19/12/2023

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

  I still haven't received the full refund. The delivery people have picked up the TV from my place on Dec 15th. I'm just wondering when will I get the refund?

  
  Sincerely,
  
  ******* **

  Business Response

  Date: 21/12/2023

  Hello *******,

  Thank you for your patience as our team retrieves an update on the status of your return. 

  We're pleased to inform you that our team has confirmed and processed the refund for your order. The refund was successfully completed on December 20th, 2023, and you can expect it to reflect in your payment method within 3 to 5 business days.
  

  Should you have any further questions or concerns, please don't hesitate to share them in your response here. Additionally, our representatives will be reaching out to you shortly. Feel free to contact them directly for immediate assistance.
  

  We sincerely apologize for any inconvenience caused by the delay. Your patience and understanding throughout this matter are greatly appreciated.
  

  Thank you for choosing Samsung Canada. 

  Warm regards, 

  Retail Executive Office
  Samsung Electronics Canada Inc.
  
  

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung refrigerator priced at $3703 plus tax from ****’s in Owen Sound and also paid for extended warranty. Our refrigerator stopped cooling few weeks ago which was repaired and reimbursed by a insurance company but due to that problem our compressor became weaker and the tech who repaired our refrigerator asked that we ask Samsung to send a compressor so he can replace it as it is under 10 years warranty. I have been in touch with Samsung for last 4 weeks and they are trying to avoid sending tech with compressor. I asked them to just send me compressor so my tech and replace it but they insist me to have their tech come and replace and I agreed but they failed to arrange a tech for us and just beating around the bush to avoid delivery. My case id with Samsung is *********. Any documents needed will be kindly submitted on request

  Business Response

  Date: 07/12/2023

  Hello Mr *****, 

  Thank you for reaching out to us.

  After reviewing your request, we have to advise that our agents have been following our policy and proceedures.

  Samsung Canada can not ship out any mechanical parts out to cusotmers directly without having a Samsung Certified technician install them in case of injury during installation.

  Can you please provide us with the technicians report to review what was completed, and which Samsung certified center was used.

  Thank you, 

  Samsung Canada.

  lv

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello,I would like to complain, about Samsung home appliance. I bought a brand new washer in june for almost 1500$. After 4 months of use, the spinning cycle got very loud. November 14th I contacted Samsung support, a technician from ******* ****** (company chosen by Samsung to do the repairs) came to see the machine november 20th. Since then nothing was done, ******* ****** are waiting for parts to repair it, but it is taking a lot of time. I would like a replacement, as I assume the machine had manufacturer issues and I need it asap, I cannot do laundry for 2 weeks now. I have 3 kids, and it is causing me a lot of inconvenience. At least if the repair would be fast, but no one knows when the parts will arrive. And the agents from samsung told me my case is a rush and a priority, but when will I get a properly working washing machine My case nr is *********. I just called ******* ******, they told me that the last part should arrive friday the 8th, but the service might be scheduled for december 20th, a MONTH after first check, this is not normal, not sure what priority means to Samsung, please help me solve my problem. I tried to ask a replacement, but Samsung said no, just repair, but where is my warranty that a repaired brand new washing machine will last???Also, i never received a copy of the damage report, they refuse to give it to me. PLEASE HELP!!! I complained with the customer service yesterday, and still nothing, they said to wait. I am very disappointed to have chosen an expensive machine that broke that fast, therefor I need them to replace it or give me a credit, so I could buy another one. My washing machine''s model : ***********

  Business Response

  Date: 07/12/2023

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

  Service order: ********** assigned to *************** who will contact you shortly.

  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.
  HB

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new pair of Samsung headphones. The purchase was made through ****** but was a third party seller. A friend of mine advised me to get the same one as she was very happy with hers and was only able to find them on ******. A month ago my buds were not keeping it's charge so I contacted Samsung support center who then asked me to send them my invoice which I did then the approved me sending the buds to their repair center. They provided me with a shipping label. After a week I received a phone call from Samsung telling me that my product wasn't under warranty due to the fact that it was purchased through a 3rd party from ******. The representative looked at my invoice before approving me sending them out. Also they were brand new sealed in the box. Once the repair center deemed it defective they didn't want to stand behind the warranty and had to pay $286 for the repair or decline the repair and pay $35 for shipping it back to me. I shouldn't have had to pay to get them back since it was approved in the first place to have it sent out AND they should have stood behind their warranty since it was brand new and a Samsung product. I'm in complete disbelief that I was put in this situation against my own will. I feel that if they weren't going to stand behind their warranty it should have been told before sending it out. Also they should just stand with their warranty as it is a genuine Samsung product. Please help me with a resolution. Thank you! *********

  Business Response

  Date: 01/12/2023

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

  Please be advised that products purchased from a non-authorized dealers are not supported. 

  Out of courtesy, we will attempt to reach out to the service center to waive the fees and to ship unit as is. We will get back to you once we receive their response.

  Service order: **********

  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.
  HB
  

  
  

  Customer Answer

  Date: 01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I already paid to get my item back which i jave now received. I bought a genuine Samsung product and warranty should be granted regardless where it was purchased, with the serial number you can very well see that it's a genuine product of yours.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:30/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Samsung frame TV Dec 28, 2022. I received this TV in January, it arrived damaged so in Feb 2022 a replacement was sent to me. This replacement since the first day I got it does not work properly. The night mode never worked. Samsung has sent technicians and still there was not a fix. I’ve been in constant back and forth with reps trying to get a replacement that worked, and they said they would give me a replacement but if I had the same issue again then it’s not their problem. So I have asked for a full refund, including the extended warranty and I will return the product. I’ve been constantly calling and emailing and they say they will get back to me and never do. The tv now, does not even turn on. I’ve had so many issues with it and no help at all. I paid $2641.61 total and they said they would get back to me last week for return instructions and I have emailed and emailed and they do not respond. They keep saying they are sorry and will get back to me, but it’s been such a long and stressful process. All I want is a fully functional TV. I want to re-purchase the Tv (as I already spent an extra $300 on a frame that is non returnable) so I just want a refund now. My order number is *****************. I have a ticket number open with Samsung: **********. On top of it, rather than helping me return the TV, they offered a $200 discount. ****** ******* ** the TV doesn’t even work. Please help

  Business Response

  Date: 30/11/2023

  Hello,

  Your refund is in process as per your agreement.

  Thank you.

   

  DV

  Customer Answer

  Date: 05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I was told by a customer service rep that I would only be refunded $2300. I paid $2641.61. I am sending back the TV. I would please like a full refund as this TV has never worked since the day I got it. I have been contacting customer service for months and months now. Every time I speak with a rep they say they need to contact me back and then they take forever or never respond. I would like a full refund.  

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

  Business Response

  Date: 06/12/2023

  Hello,

  You will receive 2 cheques. One of Amount : 2,381.75 for the product itself and Amount : 259.89 for the extended warranty.

  Thank you.

   

  DV

• Initial Complaint

  Date:30/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Samsung fridge 3 years ago. It stopped working. The from the store technician said it has to be replaced due to either a sealant system issue or a compressor. The fridge has 10 year warranty label on compressor. I called Samsung customer service and after being transferred three times asking for the same information, denied any warranty and told me to call their service centre and book a service at my own expense

  Business Response

  Date: 30/11/2023

  The limited warranty covers the compressor part only for 10 years, all other charges are customer responsibility. We offer to cover compressor part only. 

  Sincerely,
  
  Samsung Electronics Canada

  n

• Initial Complaint

  Date:30/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20, 2023 we purchased a $3000 Samsung Range from **** ***** in Orleans, ON. The unit came with a 12-month warranty for non-cosmetic damages. Last night (Nov 27,2023) while frying an egg on the unit the stovetop cracked. When I initially reached out to Samsung they forwarded the request to their warranty department and it was denied as the crack was deemed "cosmetic". I contacted support back on Nov 28,2023 and spoke to Sophia, her supervisor Oliver and the head of their tech support Arthur to provide additional information and their own support team (Oliver) confirmed that the damage was not cosmetic as it rendered the stove top unusable. When escalated to Arthur the reason for not honoring the warranty shifted to physical damage from cosmetic. I explained that the damage occured from the regular and intended use of the appliance in the 12 month window and that the warranty provided does not invalidate the repair. Arthur then provided me a dead link to the Samsung Canada home page and ended the chat without resolution claiming they would not honor the warranty. I have photos of the unit, the frying pan used to ensure that physical damage due to misuse is not the issue and I have screen shots of the entire conversation with Samsung support with Oliver and Arthur.

  Business Response

  Date: 30/11/2023

  Hello Mr ******, 

  Thank you for reaching out to us.

  After reviewing the pictures that you attached, we would like to bring your attention to your user manual that came with your unit.

  "This limited warranty shall not cover cases of incorrect electric current, voltage or supply, light bulbs, house fuses, house wiring, cost of a service call for instructions, or fixing installation errors. Furthermore, damage to the glass cooktop caused by the use of cleaners other than the recommended cleaners and pads, damage to the glass cook top caused by hardened spills of sugary materials or melted plastic that are not cleaned
  according to the directions in the use and care guide are not covered."

  The warranty page that you showed a picture of, i would like to bring to your attention the model numbers that are mentioned on the warranty asteriks.  

  Your model number ***********, is not included in the 5 year warranty on glass cooktops

  Range Warranty 

  Period12 Months

  Warranty Service
  In-home
  Additional information
  - All Ranges have 12-month parts and labour warranty.
  - 5-year parts warranty on radiant heater and glass cooktop*
  - 5-year parts warranty on glass cooktop**
  ******* ******* *** ******* ********** ******* *** *******

  Thank you, 

  Samsung Canada

  lv

   

  Customer Answer

  Date: 07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: At no point was improper cleaning product or materials used and any food debris on the stove top was from that single cooking session and had absolutely no sugar substance whatsoever. This range is less then a year old and the element broke during regular and intended use of the range.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 13/12/2023

  Hello Mr ******, 

  I have taken a picture that you have provided that shows where the glass has proof of over spilling.

  This is considered mis use, and physical damage.

  This is not covered under warranty.

  Thank you,. 

  Samsung Canada

  lv

  Customer Answer

  Date: 20/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: Regular intended use of the stovetop will have the occasional spill over from pans and pots. This isn't neglect or abuse of the range from intended purpose. This is now the 4th different reason you have provided for why you won't fix a 6 month old stove top that was damaged during intended use. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 27/12/2023

  Hello Mr ******, 

  I would like to bring this to your attention from our website:

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

  Cooktop care tips

  Dry cookware: Ensure the bottoms of your pots and pans are thoroughly dry before using them on the cooktop to prevent debris buildup. Use the correct type of cookware suitable for your specific cooktop.
  

  Food debris: Some food residues on the glass surface may resemble bubbles; these do not harm the cooktop and can be easily removed using a glass cleaner and a clean, soft cloth.
  

  Spill management: While cooking, be cautious not to spill food on the surface. If cookware overflows, promptly remove it, turn off the cooktop, and wait for it to cool down. Wipe up spills with a damp towel before resuming cooking to prevent future spills.
  

  Sugar or chocolate spills: Spills involving melted sugar or chocolate require immediate attention, even when the cooktop is still hot. Sugary spills can adhere rapidly and cause permanent damage if left unattended. Exercise caution when cleaning such messes, considering the cooktop's residual heat.

  This is considered physical damage, and is not covered under warranty.

  Thank you, 

  Samsung Canada

  lv

   

  Customer Answer

  Date: 05/01/2024

  Complaint: ********
  
  I am rejecting this response because: The spillage seen on the stove top occurred AFTER the cracking not before. The glass cracked and as my daughter quickly removed the pan she spilled onto the surface. The crack preceded the spillage. In regards to the appropriate cookware and cleaners at no point did we use any unapproved cleaner for a glass top range or brushes. This was iterated at first contact with Samsung and repeatedly since. In regular use of a brand new Samsung range in the first 6 months the stove top has cracked, any warranty in the world covers this. At this point all of this messages are public and are being added to a long list of poor customers service with the BBB that Samsung Canada holds. As you are sitting with an extremely subpar customer response its a wonder that customer retention isn't a primary focus or concern. If people who purchase new Samsung products have no assurance you stand by the quality of your product even for the first year why purchase with Samsung vs your competitors. 
  
  At no point have we voided the warranty and if we could use the **** ***** extended warranty, which does cover this damage (4 year extended warranty at purchase), we would. However, on contacting them our range coverage does not come into effect until the 1 year warranty from Samsung comes to an end. Suffice it to say should you not honor the warranty on this product this will be the last Samsung product I purchase *** * **** ** ******** ******* **** ****** ****** ** ****** ******* ** **** ****** ********* ****** ******** ******** ******* *********. Truly a shocking failure at customer service and understanding that even if my negative review of your product deters 1-5 people from purchasing Samsung it is going to cost your company more then it would to have simply made this repair in at timely fashion. A general failure across the board from Samsung here. Be aware I will continue to reject any offer from Samsung that is not an approval for the full repair of the range or a refund and will continue to have BBB mediate on my behalf as a Canadian customer getting the short end of the stick from a company that has abandoned all concepts of integrity in the marketplace.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 12/01/2024

  Hello Mr ******, 

  Can you please send us a picture of the crack from start to finish to show our technicians?
  
  Thank you, 

  Samsung Canada.

  Customer Answer

  Date: 22/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: The photos of the damage were already included in the initial complaint from immediately after the crack occurred. This very much now feels like stalling this out. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 24/01/2024

  Hello Mr ******, 

  Without being able to see a clean surface, and the crack with proper lighting, unfortunatly, there would be nothing further we can review.

  \Thank you, 

  Samsung Canada

  lv

  Customer Answer

  Date: 31/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: The company could honor the request as the damage is perfectly visible at the time of event. Since the time of the incident the crack in the GLASS stove top has now spread. The current state of the stove top is irrelevant to the initial claim. The company claims there is nothing they can do, they can honor the warranty they claim to provide on a 6 month old stove.
  
  Sincerely,
  
  *** ******