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:06/07/2022

  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.

  Purchase stove in December 2020. I have starred experiencing problems basically as soon as 1 year warranty ended. I have no oven as it doesn't heat up. The front burners don't heat up now. I have been contacting customer service every 10 days and they keep telling me that it's escalated to another level and someone will contact me in 36 hours. I don't have any repair person in my area that will touch Samsung brands so I can't get anyone to fix it for me. I want my full money back and a new stove. Please please help me

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/07/06) */ Hello, A member of our refund/exchange team will be in contact with you to review alternatives. Thank you. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They keep telling me things like this but never hear from them. They have been saying someone will get back to me within a certain time frame and never do. This issue has been going on far too long without a resolution Business Response /* (4000, 9, 2022/07/07) */ Hello, Thank you for your continued patience in this matter. An agent will be in contact with you shortly. Thank you. DV Consumer Response /* (4200, 11, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again promised to call me but this time i was able to speak with an agent. Will not give me full refund, have to wait up to 20 business days for a courier to pick oven up and then I have to wait until it is received by warehouse for they will issue a cheque. Extremely disappointed! Agent promised to send email so I can read everything over- NEVER HAPPENED!!! Again they are playing games!!! I want FULL refund of price paid including taxes since I have been dealing with this matter for over 6 months and WITHOUT A WORKING OVEN. I could understand if it was a couple years old but this unit never worked properly from the start!! It's only 1 year old!! Business Response /* (4000, 13, 2022/07/08) */ Hello Mrs ******, I noticed that an email was sent out to you yesterday to your email address with the details of the exchange process. Can you please check your junk folder for an email from *******@*******.com? Thank you Samsung Electronics Canada lv Consumer Response /* (4200, 15, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No email sent!! Just more games being played. I still want 100% refund with all of this hassle I will not settle for anything less than what was paid. I will also not release the stove and be without for some courier service to come into my home and deliver it to warehouse. The way the emails have been handled etc who knows when they will actually receive the stove. From what I was told it could take a couple months and I'm not prepared to do that!! Business Response /* (4000, 17, 2022/07/12) */ Hello Please find the email details below, you can respond here through the BBB, and we can process the refund. Date : 2022-07-07 13:42 (GMT-4) Title : XXXXXXXXXX Dear Valued Customer We regret to inform you that your unit ELECTRIC OVEN is out of warranty. However, we are pleased to inform you that in lieu, we are offering a pro-rated refund of $ 683.90 + applicable tax, out of courtesy. The original unit will be required before we start the cheque process. If you agree to this offer please reply at your best convenience with your written agreement (yes, I do agree) and confirm your complete name and address. Please take note below of our refund process and policy below: The refund process takes about 17-20 business days to complete after we pick up the unit from you. Once we get your consent, our third party carrier company will be in contact with you to arrange pickup of the unit at our expense. It is the responsibility of the customer to ensure the defective unit is completely uninstalled and ready for pick up when contacted by Samsung carrier ONLY and no other party (ie. Dealer).". Failure or refusal of releasing defective product, will result to cancelling of refund cheque, and Samsung will not re-issue. § The payment cheque will be mailed via *********** after confirming the defective unit has been received at our warehouse. § In accordance with our financial policy, the payment cheque will be made in the name of the person registered on the bill of sale. § Confirm the correct spelling of the name as per the receipt or the person that bought the unit. § Confirm pick up and mailing addresses and the postal code. § Confirm you contact number to reach you at any time. IMPORTANT: If you require additional time to release the defective unit, please let us know in advance (prior to agreeing to proceed with this offer), so we can put your refund request on hold. If you follow up within a reasonable time-period, we will revisit your case to re-open or re-evaluate. Please understand that once agreement is made, there are multiple processes happening at once to get your refund processed. Pickup of the defective unit needs to be arranged and required to return shortly after we get confirmation. Consumer Response /* (2000, 19, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) YES I AGREE TO THE OFFER MADE BY SAMSUNG. BUT LET IT BE KNOWN THAT I AM NOT HAPPY ABOUT THIS OFFER AND FIND IT VERY DISAPPOINTING THAT COMPANY WOULD NOT GIVE FULL REFUND BACK!! ***** ****** *** ****** AVE YORKTON SK. *** *** XXX-XXX-XXXX ********@*******.net For the cheque - MAKE PAYABLE TO: ***** ****** ADDRESS IS SAME I AM TRUSTING THAT THIS ISSUE WILL BE RESOLVED. I HAVE COPIED AND SENT THIS AGREEMENT TO MY LAWYER. THE STOVE WILL BE OUTSIDE IN BACKYARD AS I HAVE NO ROOM TO STORE IT. I CANNOT CONTROL IF IT RAINS ON IT. CHEQUE AMOUNT IS $752.29 that's including taxes. Consumer Response /* (3000, 33, 2022/07/21) */ Samsung promised ( as noted in my file) that they will have a courier to pick up stove. I have heard nothing from them and now I'm totally without a stove. I thought this was resolved Business Response /* (4000, 35, 2022/07/21) */ Hello, We appreciate your patience as we have a member of our refund team contact you. Thank you. Consumer Response /* (4200, 37, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a feeling that this is the way Samsung is going to handle this!!! There is no reason why it would take their "refund" team 2 weeks to contact me yo arrange pick up. This could be handled instantly within a couple days and stove could be out of here. But they once again are playing their games. Business Response /* (4000, 39, 2022/07/25) */ Hello, The refund process takes about 17-20 business days to complete after we pick up the unit from you. Once we get your consent, our third party carrier company will be in contact with you to arrange pickup of the unit at our expense. Thank you. Consumer Response /* (4200, 41, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) AGAIN THERE HAS BEEN NO CONTACT MADE TO PICK UP THIS STOVE TO START THE REFUND PROCESS!!!!! I HAVE BEEN WAITING 3 WEEKS FOR COURIER TO CONTACT ME!! AGAIN SAMSUNG PLAYING GAMES!!! Business Response /* (4000, 43, 2022/07/27) */ Hello, Unfortunately, there would not be anything further that can be advised as the length of the process has been relayed to the consumer. Thank you.

• Initial Complaint

  Date:05/07/2022

  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.

  Purchase Samsung Tablet online on June04, 2022. It came with defective pen so same day we told Samsung that we want to return the Tablet because of terrible customer service experience we had. after several back and forth phone calls and many hours on the phone finally on June16, 2022 we received the return label. We package the tablet back and send it back to Samsung as per their instruction. They received the Tablet back in their facility on June 21 at 8:24 Am. Shipping label view attached below. Samsung promise to post refund with 3 to 5 business days. After several back and forth calls with Samsung no refund has been processed. They say we can not verify the unit, their was a glitch in the system. But not giving any confirmation when the refund will be processed. I am student can not wait months to receive this refund. poor service even with escalation my refund has not been processed. I am concern whether they would even do the refund and I need money badly to purchase another tablet for my studies. Your help will greatly appreciated to get this resolved. Shipping Label Copy Down Below for Your View. Copies of receipt and confirmation arrival the tablet is attached for your view. ***** Hello ************, Atn: ********* (SDFACILITY) has provided 1 shipping label for your convenience. Print your label by 06/29/2022. Shipment summary Ship to: Atn: ********* (SDFACILITY) Item description: open Return merchandise authorization (RMA): ********** For shipment questions or expired label access call***********. Message from Atn: ********* (SDFACILITY): The product must be accompanied by all original packaging, manuals, accessories, free items, other components or parts that accompanied the product when it was delivered and the product is undamaged. Recipient details SDF - ******* Atn: ********* (SDFACILITY) **** ***** LINE *********** ON ****** CA XXXXXXXXXX Sender details ************ *** ******* ******** TORONTO, ON ****** CA XXXXXXXXXX

  Business Response

  Date: 22/07/2022

  Business Response /* (1000, 5, 2022/07/08) */ Hello *****, Thank you for contacting Samsung Canada Online Shopping! My name is Sumit, and I am writing to you from the Samsung's Customer Experience Team. I am reaching out to you today in regards to your order CAXXXXXX-XXXXXXXX. I would like to inform you that your refund was processed on the 5th of July. Please allow 3 - 5 business days from this date for the refund to reflect your method of payment. In addition I would like to apologize for the delay in processing your refund. If you have any additional questions or concerns please feel free to reach out to me. Thank you for your continuous patience! Warm regards, Customer Experience Representative On-Line Shopping Team Samsung Electronics Canada Inc. www.samsung.com/ca

• Initial Complaint

  Date:24/06/2022

  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.

  We purchased a Samsung fridge (model *************** serial #********XXXXXXX) less than a year ago at ****'s. One day a few weeks ago, when we closed the door of the fridge, the shelf inside the door shattered. I have no idea how this happened - it seems a jar jostled the plastic past the breaking point. The door was not slammed. This was totally normal use of the product. Since then, a crack has also developed in one of the upper door shelves as well. I have never had this problem with any other fridge I have owned. Clearly, the material used is not durable enough for the purpose. I fear that further breakage in the future is highly likely. Upon contacting Samsung, we were told basically that these parts are not covered by the warranty, and that we are welcome to purchase replacement parts - which are surprisingly expensive. I feel that this is extremely poor customer service. The fridge otherwise works well, but I'm afraid I'm going to have to let everyone I know that it is not a product worth buying if this issue cannot be resolved.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/06/24) */ Parts will be shipped out of one-time customer satisfaction. DAXX-XXXXXA DAXX-XXXXXA Service order: XXXXXXXXXX Sincerely, Samsung Electronics Canada ng

• Initial Complaint

  Date:20/06/2022

  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.

  Bought a Samsung monitor and saw that it had a line of dead pixels originally. Called Samsung and sent it in for a repair. When I got back the "repaired" monitor, there were even more damages than the original one, seen in the photos before. Monitor came back with even more smudged, dead pixels, after getting it "repaired". Called Samsung customer service, but their policy doesn't allow a refund or an exchange. Only offered another repair service. When I asked if repairing was the only option, they said yes. I do NOT want to waste my time sending this monitor in for a repair. I did not even get a chance to properly use this monitor. I am requesting for either a refund or an exchange of this monitor for a new one of the same model.

  Business Response

  Date: 20/06/2022

  Hello,
  
  We appreciate your patience as your concern is reviewed by our technicians.
  
  Thank you.

  Business Response

  Date: 21/06/2022

  Hello,
  
  Samsung would like to offer you a refund at this time. Please review our refund policy below and confirm your full name and address if you wish to proceed.
  
  The refund process takes approximately 17-25 business days to complete. Within this time period, a prepaid shipping label will be sent to you to have your device sent in to us. The payment cheque will be released via ****** **** after confirming the unit has been received at our warehouse.
  
  As per our Finance policy, the payment cheque will be made out to the person's name listed on the bill of sale. Please confirm the correct spelling of the name as it appears with your financial institution for your banking requirements.
  
  Note: Please understand that no refund payment cheque will be released by Samsung in case we are unable to retrieve the defective unit from you.
  
  Thank you.
  

  Customer Answer

  Date: 01/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do not want additional problem, so I will accept the refund from Samsung.

  Business Response

  Date: 04/07/2022

  Hello,
  
  May you please confirm your full name and address in order to proceed.
  
  Thank you.

  Customer Answer

  Date: 20/08/2022

  Hello, I was wondering if the label print that was sent on July 22nd is still active. I found the email in my inbox just now.

  Business Response

  Date: 23/08/2022

  Hi,
  
  waybills are valid for 30-days. Out specialist will email you a new waybill shortly.
  
  Thank you,

  Business Response

  Date: 15/09/2022

  Hi,

  Samsung ********** Your refund is being prepared by Samsung accounting. You will be receiving updates by SMS.

  Thank you,

  HB

  Customer Answer

  Date: 24/09/2022

  
  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:15/06/2022

  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 a Note 20 ultra in July 2021, there was issues from when I took it out of the box, I called ***** to report it and within a few days a replacement was sent. -The microphone on the replacement phone malfunctioned in March 2022. I was told to try the Sim card in a different phone. I did. No problem with SIM card. It was the phone. -In May, ***** advised me to deal with Samsung directly for this. This is when I discovered I had no proof of bill of sale, as when i looked for it on my online account, it only listed the previous phone and not the new phone. -***** did NOT have any record of this at all!! I phoned and was transfered to multiple departments. They had no record of sending me this replacement! -I called Samsung again and the telephone rep was able to verify it was still under warranty and verify a date of purchase. The mfg date was March, but the purchase date was July 27 according to him. He said I can send it in and won't pay for anything and it would be covered. I sent it off through *****. -When it arrived to Samsung I got a text: "SAMSUNG: After inspection, we have concluded that your device does not meet the warranty repair criteria. You will receive an email outlining the reason and cost to repair. Please reply to the email if you wish to have your device repaired or wish to decline repair." -I called Samsung immediately. The rep confirmed my phone IS under warranty. He was aware I don't have my bill of sale and said he would put it through to the service department and I would incur NO FEES. -I got an email from ********* not long after stating my phones out of warranty period. -I called ********* and they said Samsung needs to email them confirmation that its under warranty. -I called Samsung and asked them to do this. They stated they would. Bottom line - samsung now says they wont pay for repair without bill of sale, and now I have to pay to have my phone returned, or repaired or else my phone will be kept and recycled.

  Business Response

  Date: 07/07/2022

  Business Response /* (1000, 6, 2022/06/18) */ Hello ********, Thank you for contacting Samsung Canada Online Shopping! I am writing to you from the Samsung's Customer Experience Team. Firstly, I am very sorry to hear about your Note 20 Ultra. I am reaching out to you in regard to your complaint and inquiry about warranty of your Note 20 Ultra. You mentioned in your email that the purchase was made through your carrier ****** Do you have the original bill of sale? Do you have any email from ***** stating they will replace your phone? Could you provide me the IMEI of your old and new device? In addition it was mentioned that you had contacted us could you please advise if it was through email, chat or phone? If you could please provide me any type of the proofs mentioned it help my escalation for your case. I look forward to your response! I would like to apologize for the delay and the inconveniences this has caused. Thank you for your patience! Warm regards, Customer Experience Representative On-Line Shopping Team Samsung Electronics Canada Inc. Business Response /* (1000, 9, 2022/06/23) */ Hello, The service centre is currently waiting for the part in order to proceed with the repair. Thank you for your patience in this matter. Thank you DV.

• Initial Complaint

  Date:13/06/2022

  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.

  The Samsung washer that I bought 7 months ago from ********* store broke down. I informed ********* and sent a Technician after a week then inspected it last April 18, 2022 and informed us that a part need to be replaced and it will be coming from Samsung Electronics Canada Inc. It may take 4-5 days. After a week, I followed it up to ********* and I was told that Samsung did not deliver the parts yet. After another week again, I reach out to ********* again but the same thing, no parts delivered yet. ********* advised me to follow it up to Samsung thru their phone (X-XXX-XXX-XXXX). After another week again, I called up and talk to "JASON' from Samsung and promised me that he will update me with-in the following week but until now, no words or any update from Samsung. Tried contacting them but I can't reach out to Samsung anymore. After more than 2 months since I informed ********* and Samsung Electronics Canada Inc about this product and for the desired service, I did not get any positive results from them.

  Business Response

  Date: 14/06/2022

  Business Response /* (1000, 5, 2022/06/13) */ Hello, A member from our exchange/refund team will be in contact with you to discuss options at this time. Thank you. Consumer Response /* (2000, 7, 2022/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/06/2022

  Type:Sales and Advertising 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.

  Samsung has a trade i device offer with their s22 ultra. Ordered the s22 ultra around February and received It around march. I trade in my note 10 plus 256 gb and they offer it for 200$ waited for couple of months for this to happen because they said "they have issues with trade in offer" for couple of months. And now, june 3, received an email froma ******** and telling me that trade in device has a"burn lcd" *******************************!! *************************. This is been happening ever since they offer this program! I am not alone with this situation. ************************************************************************. This is ridiculous!! We waited patiently for this trade in and now they are ******** us telling that device has lcd problem!! I only have 15 days left to accept the $80 trade in value!! Please help

  Business Response

  Date: 14/06/2022

  Business Response /* (1000, 5, 2022/06/08) */ Hello, The customer has been provided further evidence from ******** indicating that the damage is apparent. The adjusted trade-in value is a final offer. At this time, the customer has the option to reject the offer if they are unhappy with the estimated value of the device. Thank you, Samsung Customer Experience Team Consumer Response /* (2000, 7, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:30/05/2022

  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.

  We purchased $12,000 worth of appliances from Samsung in Oct 2015. We have had several issues with many of their appliances but we are seeking some monetary reimbursement for our fridge. The purchase price was 2850.00. We have had the ice maker repaired once but have continued to have issues with the ice maker freezing. This is the same issue that has prompted a Class Action Law Suit with them in the USA.

  Business Response

  Date: 30/05/2022

  We offer to dispatch our technician for a free of charge ice-maker repair.
  
  **************
  ***************
  
  Sincerely,
  
  Samsung Electronics Canada
  ng

  Customer Answer

  Date: 02/06/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is a fair option as long as it keeps working after the repair. Looking forward to hearing from them.

  Customer Answer

  Date: 20/07/2022

  BBB File: ******* This complaint was filed with you, and Samsung Canada sent a technician from ********* *** to repair our ice maker on our refridgerator on June 13, 2022. Since then our compress has gone on the same unit. ************** , ***************.
  
  July 3rd our freezer and ice maker started losing temperature. On July 6th the whole fridge quit cooling. A call to Samsung opened an new ticket for the unit to be looked at (ticket # **********). On July 8th the same technician from ********* *** came back to repair the unit and deemed it unrepairalbe as the compressor was gone. On July 11th we called Samsung Canada Exective Customers Relations and was advised that our case was at the refund/replace dept. This represntative, Isna (operator #*****), could not advise on how long it would be before we heard back. I asked if we should go purchase a new fridge and was advised no. I asked her for a resolution for our food to hold us over until the case was resolved. She had none and disconnected the call. July 13th we called back and spoke with Migel and there still was no news on how long. We again asked if we should go purchase a new one and was advised no. On July 15th we recieved a new ticket number ********** via email and it was issued for a repair with ** ********* ******. I again contacted Samsungs Exective Dept and spoak with Diana (operator # *****) and stated our case was already in the replacement/refund dept and to cancel the repair ticket. We will not accept another repair on this unit we want a full refund of $2800 plus taxes. We have lost hunderds of dollars in food along with the amount of time we have spent working on getting this resolved we really should be seeking more compensation.
  
  I have not enclosed the reciept in this complaint as it should already be on file with both you the BBB and Samsung Canada under the orginal ticket number. If you do require this to be sent again please let me know and I will resend it.
  
  *** ***** ****** ** ******* *** *** **** *** ****** ******** *** ******** *************
  
  ********** ***** ********** **********
  Samsung Dishwasher Model DW80H9930US SN 0BDNGDAF501422J - We purchased a dishwasher along with a full suite of appliances from **** *** in 2016. We have had nothing but problems! Our orginal dishwasher that we purchased for $674.98 plus taxes. This was replaced by the store on Feb 29, 2016 for a floor model (listed above) as there where no acceptable same value models available. About 4 months ago the dishwasher would show an error code of 7E. We had a Samsung approved technician (********** ***) come in and check it out and it was deemed the motor for the waterwall needed to be replaced. With some research it seems there has been a service notice put out about this very issue.
  
  We would like to have our unit either repaired or replaced for free or a full refund plus taxes as we need to replace another Samsung appliance (along with our fridge). We spent over $12,000.00 on these appliances and have had issues with our fridge, dishwasher, microwave and stove. We need Samsung to take responiblity for their products and do what is right by the client!
  
  
  *** **************** ********** *********

  Business Response

  Date: 21/07/2022

  Please supply the tech report for your dishwasher to review further.
  
  Samsung offers you a pro-rated refund $1350 + tax for your Fridge.
  
  Please reply at your best convenience with your written agreement (yes, I do agree) and confirm your complete name and address.
  
  Please take note of our refund process and policy:
  
  The refund process takes about 17-25 business days to complete. During this period of time, our carrier company will be in contact with you to arrange pickup of the unit at our expense.
  
  It is the responsibility of the customer to ensure the unit is completely uninstalled and ready for pick up when contacted by Samsung carrier ONLY and no other party (ie. Dealer).
  o Failure or refusal of releasing the product, will result to cancelling of refund cheque, and Samsung will not re-issue.
  
  The payment cheque will be sent via ****** **** after confirming the unit has been received at our warehouse.
  
  In accordance with our financial policy, the payment cheque will be made in the name of the person registered on the bill of sale.
  
  Confirm the correct spelling of the name as it appears with your financial institution for your banking needs.
  
  Confirm pick up and mailing addresses.
  
  Note: Please understand that no refund payment cheque will be released by Samsung in case we are unable to retrieve the unit from you.
  

  Customer Answer

  Date: 23/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  To whom it may concern,
  
  We respectfully decline your offer of $1350.00 + taxes. Over the last 5 years we have lost countless amount of hours on the phone with your customer service trying to get resolutions for the many issues with this unit. We have also lost approximately $500.00 worth of food and we spent $2800.00 + taxes on the unit itself.
  
  There are many documented cases on the internet and ******** of these units having issues with cooling and keep food the proper temperature, however, they are still being sold in stores all over Canada and the USA. There has been service bulletins, which I have enclosed, for both the ice makers and the compressors. These units should have had a recall on them years ago!
  
  We will accept $2800.00 plus taxes for the refrigerator as we need to find a replacement. That will cost more than the original purchase price of the unit. We also need spend approximately $500.00 to replace lost food.
  
  In regards to the dishwasher, we have contacted ********* *** and they advised us that we need to have Samsung request for the tech report on the dishwasher. I am attaching a copy of the emails with ********* *** for your records. We would accept a repair, replacement or refund on this unit.
  
  Hoping we can resolve this matter quickly!
  
  Sincerely,
  ***** *******
  
  *** **************** **********************************

  Business Response

  Date: 25/07/2022

  Out of good will we will offer $1800 + tax as our final offer to resolve your Fridge concerns.
  
  We've requested the tech report for the dishwasher.
  

  Business Response

  Date: 26/07/2022

  Samsung received the tech report for the DW and advised ********* *** that we will cover all of the parts in the report but labour is customer responsibility and any other charges too.

  Customer Answer

  Date: 29/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I understand, it is illegal to sell products with known defects that can cause harm. Samsung continues to sell fridges and that do not meet the requirements of keeping food safe. Microwaves that spark and catch on fire ( ours did and we have the reciepts for the repairs ). Dishwashers with known defects that should have had recalls.
  
  We will not spend anymore money on repairing these appliances. With that said, if you cover all costs involved in repairing the dishwasher we will accept this offer for both the fridge and the dishwasher.
  
  If not we will need to seek legal advise on getting a full refund on our fridge, dishwasher, and microwave. All of which have had safety issues and/or repairs. If we need to go this route we will also be asking for compenstion for loss in food that has spoiled and revenue due to the hours spend looking for a resolution with Samsungs customer service. These are hours taken away from my own business. We have logged the hours spent on the phone, texts, emails and complining evidence for our case.
  
  Hoping we can come to a agreement soon.
  
  Sincerly,
  
  Tracy

  Business Response

  Date: 03/08/2022

  Hello,
  
  The offers that have been made for your fridge and your dishwasher are very fair offer and are the most that we can offer.
  
  Please respond " I agree" and confirm your name and address, and we can get the paperwork started.
  
  Thank you.
  Samsung Canada.

  Customer Answer

  Date: 10/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please confrim:
  1. How do I know if it is an approved Samsung carrier that is collecting the fridge?
  
  2. I will required the approved carrier's driver to sign a waybill or statement stating that:
  1 - they are an approved Samsung carrier
  2 - that they have collected the unit.
  Will that be a problem?
  
  3. Does "to complete the refund process" mean that I will recieve a check of $2070.00 by September 9th, 2022?
  
  Once I have clarification on these questions I will forward you an approval and my address.
  
  Thank you for your quick responses!

  Business Response

  Date: 11/08/2022

  1. How do I know if it is an approved Samsung carrier that is collecting the fridge?
  - They will call you to schedule the pick-up date.
  
  2. I will required the approved carrier's driver to sign a waybill or statement stating that:
  1 - they are an approved Samsung carrier
  2 - that they have collected the unit.
  Will that be a problem?
  - You will be provided a signed bill of lading for the pick-up.
  
  3. Does "to complete the refund process" mean that I will recieve a check of $2070.00 by September 9th, 2022?
  - The refund process takes about 17-25 business days to complete. Payment will be in the amount of $1800 + tax
  

  Customer Answer

  Date: 17/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I agree to, a refund in the amount of 1800.00 plus 15% tax totalling $2070.00 and to free parts to repair our dishwasher.
  
  The proper information for the payee, mailing address, pick up address for the fridge and repairs on the dishwasher is:
  
  ***** *******
  
  **** ***** *** ****** ******* ** *** ***
  
  Contact phone number is ************ and/or email is ****************@*****.com
  
  I reserve the right to reopen this case if the above has not been completed by September 30, 2022. This is ample time to have the fridge removed, dishwasher repaired and refund recieved.
  
  Looking forward to having this behind us!

  Business Response

  Date: 26/08/2022

  The offer is $1800 + tax.
  
  It seems the customer is expecting 15% tax when in fact at the time of purchase it was 13% tax.
  
  We require customer agreement to $1800 + tax (13%) for a total of $2034.00
  

  Customer Answer

  Date: 31/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes I will accept 13% taxes.
  
  I had failed to check the tax rate for 2015. My error. Thank you.

  Customer Answer

  Date: 31/08/2022

  Can you please confirm when I should expect someone to come fix the dishwasher? When will there be a ticket created for it?

  Business Response

  Date: 01/09/2022

  Service order # ********** for the dishwasher was created 07/29/2012.
  
  Please contact the servicer ********* ***.
  
  ***** *** ****

  Customer Answer

  Date: 07/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have contacted ********* *** and they have responded stating a new ticket needs to be issues and that they no longer service our area. I have attached copies of this email to this case. Please advise us of when we can expect the repair to be done?
  
  Can we please get an update on when to expect someone to schedule pick up of our fridge? We would like to finalize the refund of 1800 plus taxes by 17 to 25 days of the original agreement as you stated on August 11, 2022.
  
  
  *** **************** ************************************

  Business Response

  Date: 09/09/2022

  08/31/2022: Customer agreed to correct refund amount.  Please understand, this is where we actually started the process.
  09/06/2022: RMA approved, sent to the carrier to schedule the pick-up.
  
  Since we sent the request for pickup just recently, we appreciate your continued patience, but we can ask them to prioritize.
  
  Here is the new ticket # ********** for the DW and our service team is working on dispatching a technician. 

  Customer Answer

  Date: 14/09/2022

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

  We were issued the ticket #********** on September 9th and it was also cancelled on September the 9th.  Please see attached screenshot of the email showing it was cancelled with in hours of it being opened.  
  

  Please advise of when we should expect the ticket to be reopened.  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 22/09/2022

  Hello,

  Our service manager will be in contact with our service centre at this time.

  Thank you.

   

  DV.

  Customer Answer

  Date: 27/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:  This does not provide information on how long before we should expect repair on our dishwasher.  Can you please provide me with a more detailed explaination on why the ticket was cancelled and when we should expect this to be resolved?  This has been months.  I was advised things would be settled in 15-25 days.

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

  Business Response

  Date: 29/09/2022

  The open service order is **********. Please contact the service center ****** ******** at ***** *** **** for scheduling a repair date.  

  Customer Answer

  Date: 25/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: The fridge was picked up on Oct 7th and we still have not heard anything about when we will recieved the check in the agreed amount.  We also, are still waiting for the repair company ****** ******** to come fix the dishwasher.  This has a new appointment date of October 26, 2022.

  Can you please inform us on when we should be expecting a check?

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

  Business Response

  Date: 28/10/2022

  cheque sent on 10 27 2022 via ****** **** tracking # *************

  Customer Answer

  Date: 07/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: The tech from ****** ******** came to repair the waterwall on our dishwasher and the tech determined that not only the water wall needed preplaced but also the drain pump so it was determined by the tech and the Samsug tech line that the repairs were not able to be done the day he was here and the report was to be sent back to Samsung.  This was done under ticket number **********.  Would you please inform me on what the next steps will be to take care of our dishwasher?  Again a we would like to have this matter taken care of so we can finalize what we need to do about a dishwasher.  We have been without one on for over 6 months.  Sad considering it is just about 6 years old and the orginal dishwasher needed replaced due to a motherboard issue.  2 dishwashers in under 7 years from Samsung!  Looking froward to having this settled once and for all.

  As for the fridge we are happy with the results and thank you for finally having the check sent to us.  Now lets finish up with the so we can all move on and stop lossing money on this!

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

  Business Response

  Date: 08/11/2022

  Tech from ****** ******** called the Tech line Oct 26th and report there is physical damage to the base of the dishwasher. We had approved for part only and labour needs to be paid by the customer for the 2014 model, customer threaten to go to BBB and not paying labour. The next step is for the customer to contact the technician and make labour payment. 

  Customer Answer

  Date: 13/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The tech did not state to the Samsung tech line that there was "phyical damage" to the base. As you know I was present when that call was made.  This phasing is making it sound like we damaged the dishwasher.  If there was damage it was the 1st tech you sent out from ********* *** who advised us that it was the waterwall that was damaged.  This is the reason the tech from ****** ******** had the waterwall parts to start! Yes we refused to pay labour on a repair that did not repair anything.  We also have a 2014 model because our 2016 model had a motherboard issues in less than a year of having it and the retail store replaced it with this model. (This also is not our fault) 

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

  Customer Answer

  Date: 02/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: The orginal report was from another company you sent that stated the assembly needed replaced and the 2nd tech you sent said it was the drain pump and the assembly that needed replaced.  We had orginally agreed for paying for the labour on the assembly.  It would make no sense to repair that while the drain pump is not working would it.  Are you willing to repair all issues with the dishwasher at no charge except labour?

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

  Business Response

  Date: 02/12/2022

  The original complaint with the Fridge is resolved. The case was closed 4 times as resolved. For the dishwasher our offer was fair and reasonable considering the age of the unit. The customer has rejected, and our offer is no longer valid for this 2014 unit that is out of warranty. 

• Initial Complaint

  Date:16/05/2022

  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 T5 portable SSD 2 years ago, it was stop working since march, I talk with samsung customer service department for it, at couple of days talk with samsung on the phone finally one of samsung employ tell me they will do the RMA with in 2 days( they even give the RMA number XXXXXXXXXX) if I can give they the reciept. I sent it right after the call; then i start to wait for days by days, i did sent them the e-mail to this samsung employee ( Marc S.) for many times about asking for update( he only reply once told me to keep waiting); I did sent final letter for this issue at april 28 for ask help and they still did not reply to me.

  Business Response

  Date: 06/06/2022

  Business Response /* (1000, 5, 2022/05/17) */ Hello Mr ***, We would like to have the portable SSD's sent to our office for inspection. If you consent, please reply: I accept , and confirm your address, and I will be able to send you a shipping label to send them out at our cost. Thank you, Business Response /* (1000, 8, 2022/05/25) */ Hello Mr ***, Ticket - XXXXXXXXXX has been created. You will receive an email with a *** ** waybill within the next 24 hours to have the units shipped to ****** Sincerely/ Cordialement, Lisa V Samsung Electronics Canada From: *** ***** <********@***.com> Sent: Wednesday, May 25, XXXX X:XX AM To: Customer Care (OOP) <********@*******.com> Subject: Re: BBB - ***** *** Yes, I agree My address as below ***** *** *** ********* blvd *** ********** ON ****** ******************