ComplaintsforSamsung Electronics America Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Samsung ice maker stopped working in April 2024. I called Samsung and they walked me through a "fix". The proplem has reoccurred so I called for help and they said they would send someone of to fix it but I would have to pay for it. This is a known issue for Samsung french door refrigerators. There is a recall but my model is not on the list. It is known that these ice makers freeze up and stop producing ice. Model RF22R7351DT/AA

  Business response

  07/12/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******’s complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim corresponded with Ms. ****** via email to discuss the case. Our records further show the agent offered Ms. ****** a free-of-charge repair on the icemaker only and she accepted the offer. The agent submitted a service request and a Samsung authorized servicer contacted Ms. ****** to schedule the repair. If Ms. ****** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.

  Customer response

  07/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ***** ******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 12 my wife ordered a handset we didn't wind up needing. Samsung issued a FEDEX label to return the item in the original box. It was received back on April 22. When I followed up Samsung said it received an empty box and directed me to file a claim with FEDEX. Claim was denied due to an agreement with Samsung not to hold them responsible for lost, stolen or damaged items. Went back to Samsung on May 30 and was told I can get help because there was video evidence of the box being tampered with prior to arrival. I was given an incident# and asked to complete a customer service review to increase the likelihood of a refund. I provided the review and have followed up multiple times, but I keep getting emails stating they received an empty box and can't help. Had I realized the risk of shipping with FEDEX I would have paid to return the item via another carrier.

  Business response

  07/12/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. *******'s complaint related to his Samsung refrigerator order.  eCommerce has advised that the agent assigned to the claim corresponded with Mr. ******* via email to discuss the case.  eCommerce has further advised that the agent that a refund for order *********** has been initiated and it should reflect in the account within 5 to 7 business days.  If Mr. ******* has any other concerns, please have him contact the eCommerce agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer response

  07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  **** *******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Refuse to price match as promised On May 29th I purchased a washer and dryer from Samsung. That same day a few hours later I contacted customer support to add a warranty to the items. The representative said the only way to add the warranty was to cancel the original order and place a new one. The representative asked if I was OK with it and I said as long as the price will be corrected. He said yes, it will be corrected after the purchase has shipped. Unfortunately I was unable to make the purchase through the samsung app as the financing company has a glitch in allowing me to remake the purchase. I tried for days and finally made an attempt to reach back out on the day my cart link was created. The 2nd rep went through and also assured me the adjustment could be made. I was finally desperate and had found a way to make the purchase go through with the financing option. I spoke with customer service a 3rd time and again assured the price would be adjusted and a credit be given for the purchase once it went through. On June 5th I made the purchase with the representative still on the phone with me at the time telling me there would be no issue to get the previous price. Today, June 26th the items were delivered at 9:30 am and I reach out to follow the instructions of customer service only to have bait and switch pulled on me. The product is delivered but we are denying your request for a price match. I even stopped writing this to reach out to a department only to tell me they could credit me from 100-220 for my current purchase. 3 days ago I was able to make a purchase with a total of 1748 and now it's 2254. They wouldn't even try to match the price they offered a few days ago. I'm at the point of having my old equipment returned from pickup because of this major betrayal and misleading solution. In the end I would like the price match and to keep the equipment but it will still hinder my trust in samsung moving forward

  Customer response

  07/10/2024

  Samsung finally sent an email stating they will be issuing the refund they originally agreed to. It was after many reluctant attempts but in the end they did give me what they said they would.
  
  
  Thank you for being here for the people the way you are. To individuals like myself we are so very grateful to have you here to help!

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint against Samsung Electronics regarding a defective ice maker in the refrigerator I purchased in 2021. The ice maker has completely stopped working, and upon further research, I discovered that Samsung has had numerous issues with their ice makers, including a class action lawsuit in 2017. On June 24, 2024, I contacted Samsung customer support to address this issue. Despite explaining that the ice maker's failure appears to be a known defect, Samsung refused to replace the defective ice maker under the implied warranty. They stated that the product was out of the manufacturer’s warranty and that I would have to bear the cost of repairs or replacement. Given that the ice maker's defect is a known issue and that consumers should not be burdened with the cost of repairing or replacing a defective component, I am requesting that Samsung replace the defective ice maker at no additional cost to me. If they cannot then please prorate the cost of the refrigerator over a 10 year period as the average life span for a refrigerator is between 10-15 years.

  Business response

  07/12/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. *****’s complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. ***** on 6/25/24 as well as corresponded with him via email to discuss the case. Our records further show the agent offered Mr. ***** a free-of-charge repair on the icemaker only and he accepted the offer. The agent submitted a service request and a Samsung authorized servicer contacted Mr. ***** to schedule the repair. If Mr. ***** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.

  Customer response

  07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ****** *****

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  APPLIANCE INFORMATION Merchandise WASHER, FRONT LOADING Brand Name SAMSUNG Model Number WF42H5200AP/AZ Serial Number *************** Service Requested Repair Technician Comments: Noisy while spinning. Found spider gear broken. Outer rear tub is needed to repair the washer yet Samsung no longer makes this part available. Now I have to buy a new washer and had to pay Sears a service visit fee to tell me the washer cannot be repaired due to parts no longer available for a washer that was manufactured in 2015. I paid a lot of money for this washer to have to toss it in the trash after using it for 8 years. At minimum I am requesting Samsung to reimburse me the fee of $126.56 I had to pay Sears to tell me my washer is not repairable due to the part being needed (which is a common part that goes on the Samsung washer) is now obsolete.

  Business response

  07/11/2024

  Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. *******’s complaint related to her Samsung washer. Our records show the agent assigned to the claim corresponded with Ms. ******* via email to discuss the case. Our records further show the agent informed Ms. ******* unfortunately we are unable to offer her any accommodations. Please be advised Samsung does not offer reimbursement for diagnostic fees or any additional expenses incurred. Ms. *******’s washer is over 9 years old, is out of its one-year manufacturer’s warranty and due to the age, it does not qualify for any accommodations. Regrettably, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc. 

  Customer response

  07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: The washer has a date of manufacture date of 2015 on it. I purchased the washer from Home Depot in 2016. I used this wsher for 8 years. I cannot have the washer repaired because Samsung no longer sells the part I need to repair the washer.

  Had the part been available for purchase, I would have paid the technician to repair the washer and the diagnostic fee would have been waved.

  Because Samsung no longer sells the part needed, I am requesting Samsung to cover the diagnostic fee charged to tell me what part is needed to repair the washer. Samsung should also cover the $50.00 fee I had to pay to have this washer taken away because I could not purchase the part needed to repair it.

  I do not look at a 8 year old washer as a disposable item, toss out because parts can't be purchased.

  Had I know parts are now obsolete for this model washer, I would have never called Sears repair technician to take a look at it. At the same time, one would think parts would still be made available for purchase when repairs are necessary.

  I will pursue my complaint with CT Consumer Protection.
  
  Regards,
  
  ****** ******* 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Samsung refrigerator (Samsung ADA 29 Cu. Ft. White Glass BESPOKE 4-Door Flex Refrigerator) at ABT in March 2022 (Cost was $3,510.90 plus applicable taxes). There are two main issues associated with the fridge: - The ice maker does not make ice. The Autofill water pitcher does not fill, and it is almost impossible to fill a glass of water using the water dispenser since the water pressure is really low. - For the past couple of months, a foul odor has come from the fridge and the mid-flex zone. The smell can also be tasted in the water and the ice. We contacted Samsung and spoke to several representatives on a call lasting 1.5 to 2 hours. We tried everything Samsung suggested, but nothing helped. At this point, the smell permeates the containers and all our food tastes like it. We regularly clean the inside, but it doesn't help! We have not been able to store anything in the fridge. A technician came to our house twice. In both cases, he was not able to help us. The water and odor issues remain. Well.. he offered to replace all the ice maker and water dispenser parts, but with labor, it would cost almost a thousand dollars. We also had another maintenance check for the water supply, which was fine. By the way, water filters are new. We bought them on Amazon. We also contacted the store where we purchased the fridge, but they were way too expensive for us. In 2022, we bought a Samsung fridge, electric range, and dishwasher. After two years, there are issues with all these devices. The dishwasher was already serviced on warranty but still doesn't clean dishes properly. The electric range works fine, but I have to purchase one of the front panel knobs because it broke. And, of course, the main problem - the $3500 fridge.

  Business response

  07/03/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ************* complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim spoke with Mr. *********** on 6/18/24 to discuss the case.  Our records further show the agent offered Mr. *********** a free of charge repair on the refrigerator's icemaker and he accepted the offer.  The agent submitted a service request and a Samsung authorized servicer contacted Mr. *********** to schedule the repair on the icemaker.  If Mr. *********** has any other concerns, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer response

  07/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ***********

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/24, I ordered appliances from Samsung. On 6/11/24, I woke up, went downstairs, & smelled gas. I called Atlanta Gas Light. A tech came out & tested the oven for a leak & determined there is a gas leak. The AGL tech said the leak was measuring 0.9 while being off. The AGL tech placed a document on the range that said I can't use it. I've only had the gas range roughly 2 months & have used the range less than 10 times. Samsung sent a tech out on 6/17/24. The tech didn't know how to detect a gas leak. He had to call tech support. The Samsung tech said tech support told him there is an installation problem & that I needed to buy another installation kit. The tech told me that he was unable to remove some sort of piece from the range to replace some sort of part. I contacted Samsung to inform them what the technician told me. After being transferred to multiple depts back and forth, Samsung kept telling me that was their final resolution, & that it was my responsibility to get a new installation kit. I explained to every Samsung customer service rep that this is not an installation issue and is a hazard. This is a Samsung issue & that if it were an installation issue, I would have smelled gas within 1/2 days of having the range installed. I paid Samsung to install the range. If it were an installation issue, the AGL tech would have told me if the gas line was installed improperly when he shut off the gas. That would have been something the AGL tech could have easily resolved. I have made several attempts to have Samsung send a replacement. It has now been 6 days that I have been without a stove, which is a huge inconvenience. Samsung promised to provide a 1-year warranty, which they are refusing to honor. I have a recorded phone conversation with Samsung attempting to resolve the issue. I already suffer from depression and anxiety & this issue has heightened my ailments. I am having to spend money to eat out, which is a financial burden.

  Business response

  07/05/2024

  Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******’s complaint related to her Samsung range. Our records show the agent assigned to the claim corresponded with Ms. ****** via email to discuss the case. Our records further show the agent offered Ms. ****** a refund for the range and she accepted the offer. The agent submitted a request for approval and on 7/01/24, a refund of $ $807.40 was processed to the payment method Ms. ****** selected via the Citibank portal. If Ms. ****** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Samsung Refrigerator Model RF28HMEDBSR/AA) from ********** in 2016. The ice maker began freezing up just after warranty expired. We had a repairman come to look at it but it was going to cost over $500 to repair/replace the ice maker (1/4 the price of the refrigerator). We have had to thaw the icemaker with a hair dryer nearly every week for it to work at all. This is a widely known Samsung issue with this unit which has been reported ****** and was even the subject of a class action lawsuit. I was hoping you could help me get repair/replacement costs or refund so I can get a working ice maker. Samsung is unresponsive.

  Business response

  07/03/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************************ complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim spoke with ******************** on 6/18/24 as well as corresponded with him via email to discuss the case.  Our records further show the agent offered ******************** a free of charge repair on the refrigerator's icemaker and he accepted the offer.  The agent submitted a service request and a Samsung authorized servicer contacted ******************** to schedule the repair on the icemaker.  If ******************** has any other concerns, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer response

  07/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to follow up on the status of my Samsung monitor repair. I originally sent the monitor to Samsung for warranty repair due to an internal screen issue. Upon receiving the unit, Samsung acknowledged that it was damaged during transit and agreed to ship me a replacement. I have been requesting updates on the status of the replacement monitor for several weeks, but I have received little to no response. When I finally spoke to a supervisor, I was informed that I cannot receive a replacement unit until Samsung receives confirmation that my original unit has arrived. I understand that Samsung needs to confirm the receipt of my original unit before sending a replacement. However, I have already provided Samsung with the shipping number, which confirms that my unit was delivered on May 16, 2024. I am disappointed by the lack of support and disorganization I have experienced during this process. This situation is not my fault, and it is causing a significant inconvenience for me. I would appreciate it if you could look into this matter and expedite the shipment of my replacement monitor. I have already spoken with a supervisor, but they informed me that there is nothing they can do until the missing unit is found.

  Business response

  07/05/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ********* complaint related to his Samsung monitor.  Our records show the agent assigned to the claim corresponded with Mr. ******* via email to discuss the case.  Our records further show the agent informed Mr. ******* that the replacement monitor was shipped and provided him with the *** tracking number.  Mr. ********* monitor was shipped on 6/28/24 via ***; reference *** tracking # ****************** and delivered on 7/03/24 to the address on file.  If Mr. ******* has any other concerns, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Business response

  07/05/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ********* complaint related to his Samsung monitor.  Our records show the agent assigned to the claim corresponded with Mr. ******* via email to discuss the case.  Our records further show the agent informed Mr. ******* that the replacement monitor was shipped and provided him with the *** tracking number.  Mr. ********* monitor was shipped on 6/28/24 via ***; reference *** tracking # ****************** and delivered on 7/03/24 to the address on file.  If Mr. ******* has any other concerns, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer response

  07/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

  Customer response

  07/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have washer from Samsung and its always been a pain of using it. I have had repaired it before from local repair guy but after few days it again stops working. I have been told by my repair guy that control panel is faulty and need replacement. I tried contacting samsung customer support over chat but they just gave me link to some troubleshooting videos which were of no use. Please check if I can get assistance from you.

  Business response

  07/05/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. *******'s complaint related to his Samsung washer.  Our records show the agent assigned to the claim corresponded with Mr. ******* via email to discuss the case.  Our records further show the agent explained to Mr. ******* that the washer is out-of-warranty and offered to set up an out-of-warranty repair, but as of today, 7/05/24 he has not replied accepting or declining the offer.  If Mr. ******* would like to proceed with our offer of setting up an out-of-warranty repair on the washer, please have contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

*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. ↩