ComplaintsforSamsung Electronics America Inc.

Wholesale Electronic Supplies

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered a Samsung fridge from Lowes in 2012. It broke a few months later but I had a warranty so they gave me a new one in 2013. Its been acting up as well. I have to dethaw the fridge every 3 months because the motor freezes up. For the past 5 years both ice makers have been broken. Samsung refused to fix it but I just found out that theres a class action lawsuit against Samsung for this issue.
Business response
07/29/2024
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 7/12/24 as well as corresponded with him via email to discuss the case. Our records further show the agent explained to ************ that the refrigerator is out-of-warranty and offered to set up an out-of-warranty repair, but he declined the offer. Please be advised that **************** refrigerator is over 11 years old, is out of its one-year manufacturers warranty as well as outside the 5-year warranty for the sealed system and due to the age, it does not qualify for any accommodations; the cost for any out-of-warranty repairs would be at his expense. Regrettably, outside of our offer to set up an out-of-warranty repair, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Customer response
07/29/2024

Complaint: 21970534

I am rejecting this response because:

The fridge acted up within the first 5 years. The motor would freeze up and had to keep being dethawed every 3 months.

Regards,

*******************
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is regarding a Samsung Dishwasher that is LEAKING and that is scheduled for a 5TH Service Quick appointment on Thursday, July 11.This Samsung dishwasher (Model # DW80R9950US/AA with Serial # **************** was purchased in December 2023, so it should be covered under Samsung's ONE-YEAR Manufacturer's Warranty. I first reported the problem on June 5, 2024.On June 6, 2024: Service Quick (**** and ******) came and assessed the problem and decided we needed a NEW DOOR for the DISHWASHER.On June 12, 2024: Service Quick (********) replaced DOOR as well as a SEAL INSIDE the Dishwasher. On June 13, 2024: ****** stated ********** continues to LEAK.On June 20, 2024: Service Quick (****) came to evaluate the dishwasher again. Stated we will replace the DOOR SEAL KIT. On June 26, 2024: Service Quick (***** plus helper) came out to assess further. They spent THREE HOURS there, replaced the Door Seal Kit, and it still leaked. They then got on the phone with Samsung Technical Support for over an hour. After further suggestions from Tech Support, they TESTED IT AGAIN, and it LEAKED AGAIN. I was told by Samsung Tech Support AND the Service Quick technicians at the end of that visit that the Engineers will EXCHANGE the Dishwasher for a new Dishwasher, since the leak does NOT appear to be fixable.On June 27, 2024: I spoke to Samsung ******************************** (******) who stated that Samsung would call me to determine next steps. NO ONE CALLED ME, so I HAD TO CALL SAMSUNG ONCE AGAIN:On July 5, 2024: I spoke to Samsung Supervisor *******, who stated that this would be escalated to SERVICE TRIAGE TEAM. I then spoke to ***** at Samsung SPECIALTY CLAIMS who said that it appears that the dishwasher DOES NEED TO BE REPLACED, and this will be done at the next visit by SERVICE QUICK. We now have a visit scheduled for JULY 11, 2024 by Service Quick. Samsung now is REFUSING to replace the Unit, even though it should still be under warranty.
Business response
07/29/2024
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint related to her Samsung dishwasher. Our records show **************** claim forwarded to our Specialty Claims team for review. Our Specialty Claims team has advised that the agent assigned to the claim offered ************ a refund for the dishwasher and she accepted the offer. The agent submitted a refund request of $911.24 for the dishwasher. Once the refund is approved, ************ should receive a link from Citibank (via email/SMS message) requesting her to select her preferred payment method (check, Direct Deposit, Instant Pay or Zelle) to issue the funds for the dishwasher. If ************ has any other concerns, please have her contact the Specialty Claims 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
07/30/2024
[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.
My only suggestion is that it should not take almost 2 months to get a dishwasher that is clearly defective refunded/ replaced.

Regards,

*****************
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a refrigerator 4-5-24. It stopped working on 6-23-24. I called them 6-24-24 & have been in contact with them every few days. They continue to ask for the same information even though it has been provided multiple times. We paid $1694.94. They offered a full refund because a service center is unavailable in our area. I am told to remove a sticker and send them a picture of it in the palm of my hand, ******* says "do not remove". I have sent them a picture of this twice from inside the unit.
Business response
07/29/2024
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed *************' complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with ************* on 7/11/24 as well as corresponded with her via email to discuss the case. Our records further show the agent offered ************* a full refund for the refrigerator and she accepted the offer. The agent submitted a refund request and a refund check of $1,694.94 was issued on 7/23/24 for the refrigerator. Please have ************* allow the 7-10 business days for **** to deliver the refund check for the refrigerator to the corrected address on file. If ************* 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
08/01/2024
[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
07/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a 50 inch Samsung television from BestBuy in ************, ** in December 2023 for my elderly friend. In February the ** quit working and I contacted Samsung about it. After doing several checks per their instructions, a technician was finally sent out to check the **, this took a month or so. He determined it should be replaced. More weeks passed and I was finally informed the ** would be replaced. Still more weeks passed and I was told the replacement ** arrived damaged and could not be delivered as such. A month later I was informed I would receive a refund. As of today, July 11, 2024, I still have not received a refund! This process began on March 14, 2024. I have, today been texting for over 2 hours with Samsung Care and still no resolution. They continue to say that the process is "under review." I need them to either replace the ** or refund my money in order to purchase a new **!
Business response
07/29/2024
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ****************** complaint related to her Samsung television. Our records show the agent assigned to the claim spoke with **************** to discuss the case. Our records further show the agent offered **************** a refund for the television, and she accepted the offer. The agent submitted a request for approval and a refund check of $339.00 was issued on 7/15/24. Please allow time the 7-10 business days for **** to deliver the check to the address on file. If **************** 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 customers may have experienced with this case.
Customer response
07/30/2024
[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
07/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Samsung Galaxy Watch6 Classic on December 27, 2023 to assist me in monitoring my health and fitness. To use the features of the watch, they require users to use the Samsung Health App from the Google Store. Furthermore, I purchased a Samsung 23 Ultra and Samsung Tab S9+ to help facilitate my endeavors and ensure functionality. I completely invested in the Samsung ecosystem, leaving a competitor who had been giving me similar health and fitness data for the previous 15 years. At the end of June 2024, there was an update applied to the Samsung Health app that broke the functionality and I submitted a support ticket to request help in resolving the issue. As of this date, there has not been a suitable response from Samsung. My watch now has no more functionality than a standard watch or basic pedometer. The Samsung Health App will not stay open on either my phone or tablet. It crashes after several seconds and the devices close the app.
Business response
07/30/2024
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 Galaxy Watch 6. Our records show the agent assigned to the claim corresponded with Mr. ***** via email to discuss the case. Our records further show the agent advised Mr. ***** to report the issue to our Product Support team through the Samsung Members App. Please note our developers are actively working to resolve the issue. 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 inconveniences our customer may have experienced with this case.
Business response
08/06/2024
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of Mr. *****’s complaint, as stated in our initial response, the agent assigned to the claim explained to him that our developers are actively working to resolve the issue. Please be advised that our Product Support team is looking into this as a priority but unfortunately, at this moment, they are unable to provide a specific timeline for resolving this issue. 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 inconveniences our customer may have experienced with this case.
Customer response
08/12/2024
[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
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased 5 Samsung SmartCams at several different times. They work great, but as of today they no longer work because the company that supported the cameras software for the app, no longer will support it. I have tried to contact Samsung regarding this issue and they keep sending me, via phone, to this company which no longer is doing business. I tried to let Samsung know there is no answer from this company and they keep sending me there with different numbers. I paid at least $150 per camera. This situation is ridiculous and I would love to continue using the cameras,but if not would like to be compensated for my purchases.
Business response
07/29/2024
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 SmartCams. Our records show the agent assigned to the claim corresponded with *** ********* via email to discuss the case. Our records further show the agent requested *** ********* submit a photo of the serial #’s of the cameras to further review. Upon review, it has been determined that these cameras are not a Samsung product but ****** *******. Please have *** ********* contact ****** ******* directly [************************ for further assistance with his cameras. Thank you for contacting Samsung Electronics America, Inc.
Customer response
07/29/2024

Complaint: ********

I am rejecting this response because: the top of the camera says Samsung SmartCam. ****** ******* is the software program. And I have tried to contact them with no success, their website is no help, the phone only gives a recording stating they no longer support the cameras program. The product clearly shows Samsung SmartCam and they should be responsible for them. I tried to load a picture that I sent them,but the file is too big.

Regards,

****** *********
Business response
08/05/2024
Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry. Upon further review of *** *********** complaint, Samsung no longer supports Samsung SmartCams; it was taken over by another company, ****** ****** *******. *** *********** complaint has been forwarded to ****** ****** ******* and a representative will be contact him directly in order to assist him with his SmartCams. Thank you for contacting Samsung Electronics America, Inc.
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Samsung washing machine several years ago and I was notified during the warranty period that there was a recall on the unit regarding the spinning of the unit and a potential for the top cover to come loose. A technician was dispatched to my home and while he was there, I informed him that the unit was rusting which I thought was unusual given the fact that I always raise the lid to air out the washer after use. He said nothing about the rust other than it shouldn't rust that easily. Since then, rust has accumulated around the fabric softener, bleach, and detergent ports even though 2 of these ports are almost never used. I called Samsung recently regarding this and after multiple conversations, the Samsung rep agreed to have the issue escalated to a different **** within Samsung. Please note that the unit is rusting so badly that rust is getting into the washing machine. (Samsung initially suggested that they would not cover the repair cost as it was just a cosmetic issue---it is clearly more than a cosmetic issue. In fact, I cut my finger on a ***** edge of the fabric softener intake area). I have yet to hear from Samsung re: escalation to have it covered at no cost to me
Business response
07/26/2024
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 washer. Our records show the agent assigned to the claim spoke with ************** on 7/09/24 as well as corresponded with him via email to discuss the case. Our records further show the agent offered ************** a refund for the washer and he accepted the offer. The agent submitted a refund request of $511.36 at system pricing for the washer. Once approved, ************** should receive a link from Citibank (via email/SMS message) requesting him to select his preferred payment method (check, Direct Deposit, Instant Pay or Zelle) to issue the refund for the washer. 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
07/30/2024
[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 not completely satisfactory to me, but I do not want to fight anymore. The dollar amount is completely reasonable, but it was not the amount that I was offered over the phone. (It is less) Also, samsung could never give me a good explanation why I had to remove the sticker from the washer. I emailed and emailed them and their explanations were vapid. In any case, I am tired of fighting , and the refund amount is reasonable, so the case is now closed.

Regards,

*********************
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
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.
My samsung french door refrigerator has frozen shut in the ice maker. Am not able to remove or get ice from it. RF28JBEDBSR S/N 07Y843BKA03696L
Business response
07/26/2024
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************' complaint related to her Samsung refrigerator. Our records show ************** accepted our offer of a free of charge repair on the refrigerator's icemaker prior to us receiving her BBB complaint. Our records further show the repair was completed on the icemaker. If ************** has any other concerns, please have her contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconveniences our customer may have experienced with this case.
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My Samsung refrigerator keeps icing up in the back, causing cooling issues with the refrigerator. This is a known issue with their refrigerators and has become a more frequent issue, causing food to spoil and for loss of time having to defrost the whole refrigerator every few weeks. Samsung refuses to fix the issue, nor will they issue me a refund. Instead their solution is that I pay out of pocket for any repairs to have the issue fixed.
Business response
07/26/2024
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ************ complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with ********** on 7/10/24 to discuss the case. Our records further show the agent explained to ********** that the refrigerator is out-of-warranty, and offered to set up an out-of-warranty repair but she declined the offer. Please be advised that ************ refrigerator is over 8 years old, is out of its one-year manufacturers warranty as well as outside the 5-year warranty for the sealed system and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at her expense. Regrettably, outside of our offer of setting up an out-of-warranty repair, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Initial Complaint
07/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought this refrigerator in Oct 2019 through ******* I had a problem within 2 months and they sent a technician to resolve it.Today the icemaker is hanging from the top of the freezer and I am not able to close the freezer without manually manipulating the icemaker through the back of the ice bin. I have always had problems with the ice overflowing into the freezer so I would turn it off when there was sufficient ice.I contacted Samsung support and they refused to help since it was out of warranty. I have never had an icemaker totally disconnect with any refrigerators I have had for the past 50 years.
Business response
07/25/2024
Thank you for contacting Samsung Electronics America, Inc. We appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with ************** on 7/08/24 to discuss the case. Our records further show the agent explained to ************** that the refrigerator is out-of-warranty and as such, Samsung is unable to offer a free of charge repair. Please be advised that ****************** refrigerator is over 4 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost for any out-of-warranty repairs would be at her expense. Regrettably, outside of setting up an out-of-warranty repair, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.
Customer response
07/25/2024

Complaint: 21953689

I am rejecting this response because:
an icemaker should not just drop off and prevent the freezer to close. This implies poor workmanship and inferior product.
i will never buy a Samsung product again

Regards,

*******************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary