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:16/03/2023

  Type:Delivery 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 pre-ordered a galaxy S23 on Feb 02 2023. As part of the pre-order, samsung advertised they would include a pair of galaxy buds 2 at no extra charge with the pre-order. This was a significant factor in my decision to pre-order the phone. However, it has been over a month since the order was placed. I have since received my phone but I have not yet received my galaxy buds 2. The status of the order changed to "awaiting dispatch" on Feb 4th 2023 for the galaxy buds 2 and it says it would start shipping Feb 8th 2023. I have since called and contacted your service representatives multiple times. On Feb 15th I called your service representative who said that the phone would be shipped within 10 business days. When it didn't ship after 10 business days, I then contacted one of your service representatives on March 11th who promised that the galaxy buds 2 would be shipped within 2 business days. It's been 2 business days and I have no notifications that it's shipped. From browsing the samsung communities, it's clear that people who ordered after me have already received their galaxy buds 2, and it is in stock on the samsung canada website, so I'm not sure why my order still hasn't shipped. My order number is *****************.

  Business Response

  Date: 24/03/2023

  
  Hello *****, 
   
  I hope you are well! 
   
  My name is Sumit and I am writing to you from the Office of the President. 
   
  I am reaching out to you today in regard to your complaint about your order *****************. I would like to inform you that I am investigating your case regarding the shipping status of your Buds2. 
   
  Please allow me 2 - 3 business days for an update. However, rest assured I will provide you with an update as quickly as I can. 
   
  I would like to sincerely apologize for the delay and the inconvenience this has caused. We appreciate your patience and understanding on this matter. 
   
  Thank you for your patience! 
   
  Warm regards, 
  Sumit D.
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.

  Customer Answer

  Date: 29/03/2023

  
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:16/03/2023

  Type:Service or Repair 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.

  On November 25, 2022 I purchased a Samsung Zflip 4. The phone was on my nightstand charging and when I opened it there was a crack straight across the bezel where it folds. The phone is within the 12 month manufacture warranty but all Samsung wants to do is give me the run around. I've contacted them several times and every time I've either gotten no response from their chat agents or I've been disconnected. I filed a service request online to have the phone fixed and it took Samsung over a week to reply. There reply was for me to contact them. This is completely ridiculous. I've already contacted several times and all I get is the run around. I've provided info, I've provided pictures and I just get disconnected with no solution. The phone has never been dropped and has been in its protective Samsung case since it was purchased.

  Business Response

  Date: 16/03/2023

  Hello * ****,
  
  We have received your formal notice for your phone.
  
  Following your formal notice, we would like to consult our engineers and we will get back to you.
  
  So that we can examine your case, please send us:
  
  • A photo of the model label and serial number.
  • Photos that demonstrate the problem and your device fully.
  • Your reference number provided when you contacted 1-***********
  

  Thank you, 

  Samsung Canada

  lv

  
  

  Customer Answer

  Date: 16/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I honestly wasn't sure what to do here. I wasn't sure if accepting closed this complaint and no solution has been given.  * **** ******** * ********** **** *** ****** ****** **** * *** ***** ****  * **** **** ******** *********** ** ** ***** **** ******** I can't give a chat reference number when I was never given one. I showed *** *********** where the agent sends me to a different number to send a picture then disconnects from me.  * **** *** *** ****** ** **** * ************  This complaint had a photo of the cracked phone screen ******** ** **. * *** ****** ** *** ** *** ****** **** ***** ***** *** ** **** ******* ***********
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 24/03/2023

  Hello Mr ****, 

  We have reviewed the pictures and we would like to bring your phone into our repair centre to inspect the phone.  If the phone is deemed to have no physical damage, we would like to offer you a repair for parts and labour.

   

  Please respond "I agree" and confirm your name and address.

  Once we have your agreement, we will send you a *** ** label where you can send the phone to our repair center in Markham, Ontario.

  We look forward to your positive response.

  Thank you, 

  Samsung Canada

  Customer Answer

  Date: 30/03/2023

  
  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. Since making the claim the crack in the screen has bled out and the screen protector is now peeling away from the crack/ bezel. I haven't had a working cell phone for 2 weeks now. I hope this issue can be resolved quickly. I've owned a new samsung cell phone every year for roughly 10 years since the galaxy s4 was released.  I have NEVER made a warranty claim!
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 30/03/2023

  Hello Mr ****, 

  We have set up ticket ********** for you.
  

  You will receive an email from us wtih a *** ** way bill attached to it.

  Please ship the phone to our repair center when you have a moment.

  Thank you, 

  Samsung Canada

  Customer Answer

  Date: 30/03/2023

  
  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 have received the email with the shipping label. I will get the phone backed up on my laptop tonight and I will take it to a *** ** drop off at some point tomorrow depending how far a location is from my work.  Thank you
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:16/03/2023

  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.

  live chat contacted jan 24th: s6 lite tablet pen broke. sent photos of broken pen and receipt of purchase. was told to provide information so they could send me a new pen. i did so. contacted customer support again: told me 12-14 days it would arrive. it never did. contacted again: told me 3-5 days for arrival, it never did. spoke to someone again, they told me that it was returned to sender: the reason was that my unit number was not added, even though i provided it. they told me another would be sent out. a week or so later i spoke to evens j, executive customer relations, he sent me an email from samsung to email back my physical address, i did so and he told me he would get back to me within 24-48 hours. this was feb 22nd wednesday. The following monday or tuesday, i called again, an agent told me that there was no shipment made again, i was transfered to execuitve relations again, they asked me to confirm physical address again, which i have done so many times at this point. i was ***et as at this point i've spoken to 5+ agents, jumped through different phone call transfers, where i received no help. This agent told me a shipment would go out. A few days later, the exec relations agent called me asking to confirm my address again and said the shipment would go out. last time it was jan 24th called, jan 27th shipment out, jan 28 returned to sender. i gave time, march 14 i spoke to live chat agent who stopped responding, i spoke to a call agent who told me no shipment was made and transferred me to another exec relations person who stopped responding. i called again to speak to another agent, he is trying to help me. at this point i have spoken to around 10 agents, some not mentioned here as there were many calls and trasnfers made as they couldn't help me. i'm being told the problem will be escelated, this has happened multiple times, again, with no help from the top customer service agents. i had purchased another pen for 50$ as samsung isn't helping me.

  Business Response

  Date: 16/03/2023

  *** tracking # ****************** shows the package is in-transit to the customer.

  Regards,
  

  Samsung Canada

  ng

  Customer Answer

  Date: 16/03/2023

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

  I don't feel this is satisfactory.

  Is there any other correction that will be made for the troubles this has caused?

  1 an almost 3 month wait

  2 I spoke to approx. 10 agents to resolve this situation, doing their work to figure out the solution, when that is in fact their job

  3 not able to use the product- I purchased for my work - properly due to faulty product ( i have seen many reviews about the lack of quality for the spen)

  4 being blatantly ignored on live chats and live calls by 2 agents

  5 emotional and mental distress due to the amount of work I had to do in order for this situation to be correct when it was in fact not my place or position 
  

  It should not fall on the customer to solve the problem.

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

• Initial Complaint

  Date:14/03/2023

  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 bought a Samsung ******* TV from Best buy on 22nd August 2022 for a total of $899.99 excluding taxes. I had a issue with the screen on 5th March 2023 with a black spot and multicoloured lines appearing on the right side of screen and also the TV switching on and off on its own until I plugged the TV off from the main power source. At that point I tried reaching out to Samsung care and I had a wait time for over 1 hr on Samsung chat so I raised a ticket # ********** on 5th March 2023.I waited for 2 days and dint hear back from Samsung. Post that again got connected to their chat on 7th March 2023 and this time got through to an agent and he raised a service ticket # ********** and said their technician will visit to address the issue. I waited until 13th March 2023 and after no communication from Samsung tried calling the assigned workshop from Samsung only to be informed that Samsung has rejected my request and deemed the issue as Physical damage without even informing me nor even physically checking the TV. Post this i chatted with their Live agent at length to again hear that this is physical damage whereas in reality the TV has been in the same place and has no evidence of any physical damage.The agent said he has escalated my case to some other team and i should hear back within 24-48 hrs.He assigned a case id is #******** Today morning (14th March 2023) i got a reply from their team that they have deemed it as physical damage without any other explanation as to how they can prove its physical damage without any evidence of any physical impact and without even inspecting the TV unit. Samsung is just trying to wash its hand by pointing to physical damage without any proof rather than accepting that they have supplied us with a sub standard piece of equipment with manufacturing defect. I hope Samsung repairs my TV free of charge as part of manufacturers warranty otherwise i intend to file a case in Small claims court here in Vancouver ,BC

  Business Response

  Date: 14/03/2023

  Hello,

  Our television engineer has reviewed your picture.  The picture shows very clear signs of physical damage.

  Physical damage is not covered under our warranty policy.  We would be more than happy to refer you to an authorized technician in your local area if you wish.

  Thank you.

   

  DV.

  Customer Answer

  Date: 28/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:My TV has not even one scratch and not a single evidence of physical damage.How can Samsung claim this without even sending the technician to have a look at the TV.Samsung has sold a substandard product and now is washing its hand by claiming physical damage.

  I have filed a complaint in Civil resolution tribunal in BC and waiting for my turn and cannot accept this uni lateral decision from Samsung

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

  Business Response

  Date: 29/03/2023

  Hello,

  Samsung is willing to send a technician for inspection.  However, if the technician also deems the unit to be physically damaged, you would be responsible for all service/labour related charges.

  Please confirm if you wish to proceed at this time.

  Thank you.

   

  DV

• Initial Complaint

  Date:14/03/2023

  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.

  ****** *** ******** **** *** ******** Once I get a response, I will provide details and purchase. For Samsung Galaxy 21 FE. Multiple issues.

  Samsung BBB Complaint
  This is my first purchase of a Samsung phone product and it has been quite a
  disappointment. I have chosen this device because of the excellent reviews online and
  Samsung's reputation for high quality and reliability. However, the experience has been
  disappointing causing me many issues. The phone is generally unreliable and provides
  a generally frustrating experience. I find it hard to recommend a Samsung product at
  this point and hoping that your world-class customer care would help me improve my
  Samsung experience, provide a replacement or in the worst case, a refund.
  This is my first Samsung device. I chose to purchase due to reputation for quality
  and good software integration, but so far the experience has been disappointing.
  The phone is used for personal and business reasons and it's not reliable enough
  for those tasks.
  Many phone apps don't cause the phone to ring on random occasions. Such as
  Phone, ********* ********* ********* and so on. Missing important calls
  needed for business.
  Phone freezes and hangs on a regular basis requiring a restart of the device.
  Occasional data loss.
  Bluetooth tends to disconnect on random basis especially with car infotainment
  audio and calls functionality. Trouble connecting to Bluetooth devices in general
  especially audio equipment. Sometimes requires turning Bluetooth on and off but
  often doesn't work still.
  Phone won't wake up when being picked despite setting enabled. Even shaking
  the phone won't cause it to wake up.
  Camera quality is very poor even compared to older phones I've used in the past.
  Vibration doesn't always work even when it's enabled in the settings pull-down
  panel.
  Wi-Fi often disconnects causing accidental usage of limited data and surcharges.
  SIM card sometimes stops working and had to remove and reinsert it.
  Wi-Fi calling doesn't work still using my data usage.
  Sometimes the audio cuts out when connected to a headset or bluetooth.
  Phone can often be unresponsive despite clean installation.
  Sometimes apps don't start at all when attempting to start them via the home or
  application screen.
  Factory reset doesn't fix above issues and results in loss of data.
  The phone didn't adjust the time to DST
  The phone freezes all the time and the screen goes blank

  Business Response

  Date: 15/03/2023

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

  We would invite you to contact us at 1-*********** or chat with one of our agents at: https://*********************************************** so we can collect details of the issue.

  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 1**********.
  

  Thank you for your time.
  HB
  

  
  

• Initial Complaint

  Date:14/03/2023

  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.

  Contacted Samsung Support and was instructed to go to Samsung Service Centre in Heartland, Mississauga Thursday, 9 March 2023. The attendant examined the Samsung Galaxy Flip 4 Smartphone Model **************. The screen protective cover film is peeling off. Was told if would cost to replace $65 + Tax. I told and showed Invoice purchased it 12 August 2022 with 1-Year Total Warranty, but the attendant informed that's is considered as an add on and not covered. I wasn't told that when ordered on-line nor any info on invoice or anywhere printed. Called Samsung Support and spent 35 minutes explained everything. Apparently It was covered when I purchased the Smartphone 12 August 2022, but Samsung Canada decided and have change the Warranty on the protective screen cover on 1 January 2023 as not covered anymore. That's was illegally done by Samsung without even notifying customers of changes to the Warranty. I had 1-Year complete Warranty, So therefore I only had 3 1/2 months and now 8 month left without uncovered warranty. I will contact BBB and file a complaint against Samsung Canada. The Service Centre attendant said could Samsung Canada could give me a Repair ticket voucher free, But with Samsung Support during phone conversation, the agent said NO.

  Business Response

  Date: 15/03/2023

  Hello Mr *****, 

  We would like to offer you a one time courtesy repair for your screen protector.

  Please respond: I agree, and confirm your name and address.

  Also - please advise if you would like to bring the phone in to our Samsung Experience store at ******* *******, or if you would like to ship it in to our location in Markham.

  Thank you, 

  Samsung Canada

   

  Customer Answer

  Date: 15/03/2023

  
  Complaint: ********
  
  **** *****, *** ******** ********* ******** ** *** *** I agree. I be take Smartphone to ******* ******* Toronto ON
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 16/03/2023

  Hello Mr *****, 

  Thank you for your quick response.

  Please book an apt, and bring your phone into the ******* ******* location.  We will have a file open for you at our store.

  Thank you, 

  Samsung Canada

  Customer Answer

  Date: 20/03/2023

  On Friday, 17 March 2023 I called the ******* ******* Samsung Experience store and followed instructions to speak with a person to book an appointment 5 times. Neither of these phone calls were answered. I went there at about 5 PM and had to wait for over 30 minutes for an agent. They had my file, but couldn't do anything as the service department closed at 6 PM and this repair took 1 hour.
  
  I asked when is the best time, they suggested 11 Am to 12 PM is the best time, so I booked it for Sunday 19 March for 11 AM and was there. An agent looked up my file, checked my call phone technical details, but stated that they never received an so called Repair authorization number from Samsung Canada head office and can't start repair.
  
  They have to send an email to Samsung Canada, but due to being a Sunday unlikely they would reply.
  
  I have to wait for a phone call if and when such comes to them to repair the cell phone.
  
  This is unacceptable from Samsung Canada or their Store.
  
  Can you please help??
  
  Regards.
  
  **** ***** 

  Customer Answer

  Date: 23/03/2023

  After our phone conversation in the afternoon of Wednesday, 22 March 2023, I called Samsung Experience Store at ******* *******, Etobicoke FIVE times, never an answer.
  I physically went to the store as I was on my way home nearby to ******* ******* around 3 PM. 
  
  The agent told me that I must make an appointment to speak with someone in service and booked me for 4:30 PM the earliest. I spent time in the mall and went there at 4 PM. Another agent recognized me from previous 2 visits and stated that they received authorization form from Samsung Canada to replace cell phone protective cover - WOW, but they said that they will call me on the last visit Sunday, 19th, they never did, but left the cell phone with them.
  
  Told me to come back between 5:30 and 6 PM, it should be ready. I did it at 5:30 PM, but it wasn't ready yet, maybe by 6:15 PM. At 6:30 PM I got the cell phone with a NEW screen protective cover at No Charge - Finally!
  
  My cell phone got a VM MSG while under repair, but I was obviously never answered - it was from Samsung Canada HO wanting to know about my Customer Satisfaction feedback.
  
  I will in the next few days give them my dissatisfaction with Samsung service.
  
  Therefore I suggest closing the Complaint.
  
  Should you need any further info or communications with me, please let me know.
  
  THANK YOU and BBB for a great SERVICE.
  
  ********
  ****

• Initial Complaint

  Date:14/03/2023

  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.

  Samsung french door fridge has been repaired several times due to ice build up and loss of temp and major loss of food and medication causing food poisoning every part has been replaced more then once with last repair 8 months ago with same issue 6 months after repair was told they wont fix it unless I pay which I shouldn't and won't as it a defect on there part and has cost me tons of money in loss of food and insulin and feel this should be addressed as there is already a case court against them for this issue as there are thousands of units with same issue and was told after third repair they replace fridge

  Business Response

  Date: 15/03/2023

  Hello Mrs *****, 

  Since you are the second owner of the refrigerator, and we have already offered a one time courtesy repair, we are unable to provide any further repairs.

  Thank you, 

  Samsung Canada

   

  Customer Answer

  Date: 15/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: yes yous repaired it several times and obviously  the replace parts are as defective as the fridges and should last more the 7 plus months and not even get a year out of the parts theese fridges are defective and yous know this and also sure yous know of the law suit over them which I will get my lawyer involved and take it to small claims etc iv also notified the health and saftey compliance as this is a health issue when food goes bad as well as medication insulin and makes me and others sick 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:14/03/2023

  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’ve been dealing with Samsung for the part of a year on and off. We purchased the fridge in late 2020 however our home was under renovation so we did not move in until late spring 2021 with the 12months of actual use the ice maker stopped producing ice. Contacted Samsung, They attempted to troubleshoot it over the phone. Tried multiple times in multiple occasions step by step, nothing worked. Called Samsung again. They refused to cover the repair, as my fridge was out of warranty. This is clearly a defect. Contacted a repair company they wanted $500!I have been in contact with Samsung via live chat, as many forums mentioned they provide better service, not in my case. I’ve been transferred, and lied to. Every rep that I talk to opens with the same line, that they understand by issue, they’re very sorry and they will do their utmost best to give me a resolution. Nothing happens in the end as they always end up with the same excuse. That it’s out of warranty even though it was technically used with a year. A product that couldn’t withstand usage for a year and costs a fortune. They refuse to accepting ownership of the defective products and offer service. Today I finally got a rep that said he will offer be a one time warranty service free of charge. After confirming my fridges model and proof of purchase he went ahead and created a service ticket for me. He even took done my information and went on to confirm that it will be free of charge. However after I asked him just for my own sake, if the technician will contact (as per the rep) or am I to contact the technician, the rep retracted his repair offer and said they could no longer service my fridge. Samsung this is horrible customer service! Take ownership of your products and accountability of your words. You can not offer your customer something then take it away on the count of your own error.

  Business Response

  Date: 14/03/2023

  Hello,

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

  Thank you.

   

  DV.

  Customer Answer

  Date: 14/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I’ve been waiting for a response from Samsung since Thursday March 9th as the rep promised someone would be get back to me within 24hrs. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 16/03/2023

  Hello Mrs Hong, 

  I see that the repair for your refrigerator has been completed on March 15th.

  We thank you for being a Samsung Customer.

  Samsung Canada.

  Customer Answer

  Date: 22/03/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/03/2023

  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.

  Contacted Samsung multiple times. I'm very disappointed with their customer service and with the quality of their product. First off they base warranty claims from images you send. I'm not a professional photographer. I also do not video tape the kitchen to have proof of how regular cooking is in our household. I actually work for a construction company that makes glass so I was trying to explain causes of thermal breaks. We move our pots to the unused parts of the stove when cooking so the food doesn't burn or when we are using the same burner for the next thing. We cook some dishes in high heat then move it back to start the start the next dish. We did not hear anything, drop anything throughout the day. The only reason this could have broken is our constant cooking in maximum heat which we then move to cold parts of the stove top and until now we are seeing new cracks form even when not used. This may have started as smaller cracks which we never noticed but I have no way to prove that. We did not see the break until the evening when I was cleaning the oil splatter. I scrubbed and was wondering why my sponge was getting caught on something. I pressed into it trying to feel the grooves. The crack had two midpoints, the outer edge of the back burner and near the edge of the front burner. The mistake I made is to try to clean the burners which may have tampered with the evidence. I spent around $1000 on this and just got 4 months of use. After I gave a bad review, I was told to contact their 800 number as they will try to help. Was put on hold twice and they said its because they have to transfer me to the same department I had already called with my initial complaint. The service manager I spoke to was very condescending, and actually told me if I wanted to talk to their engineers who make the decision on warranty claims, that I'd have to fly there. I tried complaining about their service department but I have to call that same department to complain about them.

  Business Response

  Date: 10/03/2023

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

  Our specialists have reviewed and confirmed that this is not due to a manufacturer defect, not covered by warranty, please refer to an authorized service center for paid service.

  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 1**********.
  
  Thank you for your time.
  HB
  

  
  

• Initial Complaint

  Date:08/03/2023

  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 used samsung all the years that I have been living in Canada. I went from samsung NOTE 3 , 5, 9 galaxy plus 10 , and last month I pre-order my samsung galaxy 23 ultra 1 tb . I paid 2500 dollars Because I order the phone I order the screen protector the earbuds, the charge , the case.I received my phone 4 weeks ago, but I received the case last week.i keep my phone for 3 wks in its box and because I was so scare that something can happen to my phone. Last week I received the screen protector and the case. I was so excited to receive because I can use my phone.The case is supposed to have 2 bottoms on the side One of the bottom is missing instead it is a whole. I have to introduce my nail to turn on the phone. I went online and I notice this case have 2 bottom , my case came defected it. I call right away samsung and they told me that I had to return the case , they will sent me I return label and when they received the defected one they will sent me the new one. To be honest I spend 2560 dollars with samsung I pay full amount. The case is just 15 dollars. But I have to wait until all this PROCESS, IN THE MEANTIME I have to used my phone without case. If something happened to phone during this time , who will be responsible. For a customer who spend $ 2500 unacceptable this happend. I requested if they can sent me the case and after I received I will return the defected one. So my phone will be protector. They told me this is impossible. I request to talk with a manager. manager he understood my point but it is the policy, also told me because I don't have the box i can't process the return. To be honest , this case it is exclusive from samsung, also case and the ,phone was just released, I have the proof of payment and this case is not available in any samsung store. It is not like I can buy it in store . the case cost$15 but it is not about money I AM A LOYAL CUSTOMER OF SAMSUNG FOR YEARS AND NOW I RECEIVED THIS TREAT. I JUST WANT WHAT I Paid

  Business Response

  Date: 17/03/2023

  
  Hello Karina, 
   
  I hope you are well!
   
  My name is Sumit and I am writing to you from Samsung Senior Customer Experience and Escalations Team. 
   
  Firstly, I am very sorry to hear that you received a defective case. We sincerely apologize for the inconvenience this has caused. 
   
  I am reaching out to you today in regard to your complaint about your order *****************. I would like to inform you that I have followed up with your case and I can see that the return label has been created and you should receive it shortly. Please note that if you do not receive a *** ** email with the return label within the next 24 hours please reach out to me. 
   
  In addition, once the defective case has been received the new case will be shipped out within 3 - 5 business days. 
   
  If you have any additional questions or concerns please feel free to reach out to me. 
   
  I would like to apologize for the delay and the inconvenience this has caused. 
   
  Thank you for your patience! 
   
  Warm regards, 
  Sumit D.
  Senior Customer Experience Representative
  Retail Executive Office
  Samsung Electronics Canada Inc.