ComplaintsforSamsung Electronics America Inc.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently bought and returned two watches from Samsung.com. I returned the items never opened. Samsung has not given me the refund for the items. Talking to their customer reps, has been a nightmare of run around and lies. Every time I contact them, they say they will submit the refund claim and it will process within 24-48 hrs. Time passes, nothing has changed. I contact them again, same result. The online order states two of the items were not received. Samsung sent a link to a video where their tech opens up the package I sent. He takes out the two watches boxes, both factory sealed and not opened. Then he opens one of them and takes out the watch head and sports band inside the box. There two items are the ones that shown as not sent by Samsung order. The second box, factory sealed, contains the second watch that shows as refund successful. So after dealing with lies from and total confusion from Samsung support, I am reaching out here to get my refund. The order contained two watches and one of them had a sports band inside of it. All of those items were returned, factory sealed and never opened and show up on Samsungs tech video of unboxing my package. I have spent days and hours each day, of running around from their customer horrible customer service and lies by them. Constantly telling me they will submit a refund and I will receive an email from such customer rep to address any further issue. Neither happens, I reach out again, same result. I would like a refund and an apology from Samsung for their horrific customer service. I will never buy anything from their website again.

  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 Mr. ****’s complaint related to his Samsung.com order. eCommerce has advised the agent assigned to the claim corresponded with Mr. **** via email to discuss the case. eCommerce has further advised the agent assisted Mr. **** with this issue and resolved the matter; a refund has been processed to the payment method used in the order. 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

  07/26/2024

  [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

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this phone Preorder from Tmobile. This phone worked great for about 8 months then the screen started making noises and cracking sounds. Without dropping it or setting it down hard. Now the inside screen got a huge black line and seems to be spreading, it started with the factory inner screen protector coming undone, then it started messing up the rest of the screen. I called samsung and they said it eas out of warranty, and could not help. This seems to be a faulty device, I'm not the only one having these problems. Samsung has a stellar reputation and to put faulty product like this out is very bad for consumers. Now I'm stuck with with phone for few years till it's paid off. Please help me.

  Business response

  07/26/2024

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed ******************** complaint related to his Samsung Galaxy phone. 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 advised ****************** the only option we can offer him is an out-of-warranty repair. Please note ******************** phone is out of its one-year manufacturers warranty and as such, it does not qualify for any accommodations; the cost of any out-of-warranty repairs are the ownersresponsibility. Regrettably, there are no accommodations for this claim. If ****************** would like to set up an out-of-warranty repair service to address his concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Samsung refrigerator wasn't working properly. I called the 800 number on the inside of the refrigerator and scheduled an appointment on 6/21/2024 for them to come look at it. I paid $140. They did not call or show up. When I called, they stated that they are not coming because they don't have the part. I don't even understand that. I requested a refund. They stated that they could only refund $100 because my refrigerator was out of warranty. That shouldn't matter. I actually agreed to the $100 because it was better than nothing, but I should receive the full amount as no service was provided. They said in an e-mail that they need a picture of the sticker in the fridge after removing the sticker. I had a picture of the sticker that I emailed the company. That was not good enough. I was not able to remove the sticker because I ended up needing and receiving a new one. They are refusing to refund me. Service Ticket ********** Model: RF267AERS Serial # *************** Contact: **************** ********** ************ opt #1 ext ***** ************************************************

  Business response

  07/26/2024

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******** complaint related to the service fee for her Samsung refrigerator. Our records show the agent assigned to the claim corresponded with ****************** via email to discuss the case. Our records further show the agent advised ****************** we are unable to proceed with any accommodations. ****************** is unable to submit the serial decal removed from the unit [which is required to process any refund accommodation], therefore, Samsung is unable to proceed with the accommodation previously offered. Regrettably, there are no accommodations for this claim. Please have ***************** contact the service center directly for further assistance with obtaining a refund for the services not rendered. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For Father's *** in 2023, I received the Samsung Galaxy Pro earbuds. They were terrific until one day (4 months into use), the left earbud stopped working. I spent two months dealing with Samsung customer service and tech support troubleshooting them until finally deciding to use the warranty.The first repair shop I went to had a backlognand wouldn't be able to repair them. The second (same company) wouldn't process Samsung's warranty request because it was for a seperate location. It took me an additional two weeks to get the request changed, at which point the shop didn't have the parts.In May 2024, I finally got Samsung to agree to fix the earbuds themselves and mailed them off to the repair center. A couple weeks later, I was told the repair would be delayed due to parts, and then that the earbuds would be sent back unrepaired.It is now July 2024. I have not received the earbuds. On July 3, Samsung sent a text asking me to confirm if I had received them. There has been no further communication.

  Business response

  07/26/2024

  Thank you for contacting Samsung Electronics America, ****  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to Samsung Galaxy Pro earbuds.  Our records show the agent assigned to the claim spoke with ****************** as well as corresponded with him via email to discuss the case.  Our records further show the agent offered ****************** an exchange accommodation, and he accepted the offer. The agent submitted a request for approval and on 7/12/24, ****************** confirmed receiving the replacement earbuds. If ****************** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconveniences our customer may have experienced with this case.

  Customer response

  08/04/2024

  [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

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April my 1 1/2 yr old Samsung refrigerator stopped cooling. I called for repair and it took 48 hrs for them to get back to me and set up a service time. The soonest they could get out to my house was in 4 days. So I set up an appointment and within two days my refrigerator was working so I cancelled the appointment. Of course during this time I lost all food in fridge and freezer. Fast forward to July, this happened again. I called and set up an appointment and 4 days later service was at my house. This time the fridge was cooling but not the freezer. I lost all food in freezer again. I had to pay a service fee of $140 for them to come out. Service came out and checked everything and said it was fine. Freezer then started cooling. This was at 12:30 pm. I went and bought food and put it away. Woke up this morning, the very next day, and went to get ice and there was no ice. Checked temp in freezer and it was 50 degree. What the heck!! So now I lost all food again (3 times). I called for service and now I have to wait another 2 days for the set up and then another 4 more day after that for the repair, again. Now they want over $500.00 for this repair before they will come to my house. Also, I requested a reimbursement for the food loss and they wont until I get the refrigerator fixed. What???? Im so upset with all this.

  Business response

  07/25/2024

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ****** complaint related to her Samsung refrigerator. Our records show the agent assigned to the claim spoke with ************** as well as corresponded with her via email to discuss the case. Our records further show the agent offered ************** a refund for the unit and she accepted the offer. The agent submitted a request for approval and on 7/17/24, a refund of $1,424.40 was processed to the payment method ************** selected via the Citibank portal. If ************** has any other concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok, many months ago I called samsung customer service. I TEXTED them pictures of my screen on the Samsung Galaxy Tab s9. I've been going back on forth with samsung via text , phone call etc. When I sent my tablet in to be fixed they first told me I would have to pay almost $300.00 , after calling a few times and they say "calls are recorded " well im glad because 2 different associates told me ************** no worries we are going to fix this free of charge! 2 days later I received a phone telling me I would need to pay? Completely disregarding the fact that I I was telling them I was just told it would be free. Now just recently I was told by a supervisor that they would be doing a investigation into **** and the shipping" I called today after waiting 2 weeks without hearing anything and the customer service representative basically didn't know what I was talkingn about. I believe a company like samsung should OWN not 1 but 2 different employees telling me it was going to be taken care of and then NOTHING.

  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 his Samsung Galaxy Tablet S9. Our records show the agent assigned to the claim spoke with ************** as well as corresponded with him via email to discuss the case. Our records further show the agent provided ************** with the photo evidence that confirms the device had impact damage prior to us receiving it. Please be advised Samsungs warranty outlines any damage (physical or cosmetic) is not covered. Regrettably, due to the impact damage, there are no accommodations for this claim. If ************** would like to set up an out-of-warranty repair to address his concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bundle plan from Samsung. They accepted and confirmed they received my trade in phone for $100 off. Due to lack of customer service I returned everything new, back to Samsung. Now they say they 'lost my phone' and want to issue me a $100 check. I accepted and now instead of a check they're giving me a promo code for a credit. This is asinine! I returned everything back to them and told them I'll never buy another Samsung product so they are giving me a credit I do not agree to. No where in their terms and conditions does it say I'll be issued a credit if they lose my phone after confirming they received it.

  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 Ms. ******’s complaint related to trade-in with her Samsung.com order. eCommerce has advised that the agent assigned to the claim corresponded with Ms. ****** via email to discuss the case. eCommerce has further advised that the agent explained to Ms. ****** unfortunately, they can no longer convert the value to any form of a refund and the only option they can provide is a promo code in the amount of the trade-in value. If Ms. ****** has any other concerns, please have her 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.

  Business response

  08/07/2024

  Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry.  Upon further review of Ms. ******’s complaint, as stated in our initial response, eCommerce has advised that the agent assigned to the claim explained to her that unfortunately, they can no longer convert the value to any form of a refund and the only option they can provide is a promo code in the amount of the trade-in value.  Regrettably, outside of the aforementioned offer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc. 

  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 am disgusted with their offer. They lost my phone and I don't want to do any more business with the company and I'm forced to get a promo code. I'll go ahead and accept their offer and you can close this out but I do not want to close this out in favor of their decision. Thank you.
  
  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

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to get my money back because the phone is faulty. It is a Samsung Galaxy A14 phone. I had taken it to another phone service and they said it was a faulty motherboard with other issues on the phone. I would like a refund for the phone.

  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 Ms. ********* complaint related to her Samsung Galaxy A14 phone. Our records show the agent assigned to the claim corresponded with ******************** via email to discuss the case. Our records further show the agent offered ******************** a free-of-charge mail-in repair and she accepted the offer. The agent submitted a service request and provided ******************** with a *** shipping E-Label to send her phone to our service center for repair.Please be advised Samsungs warranty is for service and all efforts to repair the phone have to be exhausted before we can offer any accommodations.  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.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within four months of purchasing a brand new Samsung Galaxy S23 Ultra I began to experience issues with sending and receiving photos, gifs and group text messages. I have tried and exhausted all methods trying to fix what is clearly a phone defect. I contacted Samsung and they want me to send my phone in to them despite me going through my phone carrier on three occasions.Then I took it to Samsung's "certified" shop "UBreakIFix" who advised they have never heard or seen anything like this and confirmed it was a defect and could do nothing for me.Finally, with Samsung refusing to do anything about it except have me be without a phone and for me to send it in to them, I took it to yet another "certified" provider - Geek Squad at Best Buy. The employee was also perplexed and advised the last and final thing to try would be a factory re-set. We did this. I spent nearly 4 hours doing this and trying to install and recover all my information. Despite backing up - critical information was still lost.Furthermore, two weeks after doing the factory re-set - the phone went back to its original defect. I cannot receive photos, videos, or gifs. I cannot send photos, videos or gifs. I cannot see or receive group text messages either which has severely impacted my work. I have lost significant amounts of time, data and work related information as a result of Samsung refusing to send me a new phone as the one they sent me is clearly defective. I am willing to return this defective phone to them in exchange for the same phone that is brand new. I am still within a year of purchasing my phone.

  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 Galaxy S23 phone.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 advised **************** unfortunately, we are unable to accommodate her request for exchange at this time and offered her mail-in service. Please be advised Samsungs warranty is for service and all efforts to repair the phone have to be exhausted before we can offer any accommodations. If **************** would like to proceed with mail-in repair, please have her 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.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the new refrigerator on Nov 7, 2022 from Oberg and Linquist in Bergen County NJ. The plastic pieces around several edges of my refrigerator freezer doors started to break off in early 2024. My wife called Samsung Customer Service on March 13, 2024 and was told my Jessica, the Samsung Customer Service Rep that the freezer door moulding pieces are cosmetic and not covered by the warranty. I was shocked when I was told by my wife. Our household is just my wife and I - both in our 60's. We have no kids that would damage the plastic moulding. I have attached pictures of the damaged corners on both freezer doors. Yesterday, July 3, 2024, another piece of the plastic corner broke off when I was closing the door. Before long, the plastic door moulding will all break off; exposing the inner freezer door!! With the latest broken piece, I decided to reach out to the Samsung NA CEO. I received a call on Thursday, July 4th from Elvis, a Samsung Customer Service Rep and he reiterated that the plastic moulding is considered cosmetic. I just want the two freezer doors replaced. thanks

  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 Mr. ******’s complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. ****** as well as corresponded with him via email to discuss the case. Our records further show the agent previously advised Mr. ****** unfortunately, we are unable to offer him any accommodations. Mr. ******’s refrigerator is deemed as cosmetic damage and Samsung’s warranty outlines any damage (physical or cosmetic) is not covered; the cost of any out-of-warranty repairs are the owners’ responsibility. Regrettably, due to the cosmetic damage, there are no accommodations for this claim. If Mr. ****** would like to proceed with an out-of-warranty repair to address his concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. 

  Customer response

  07/27/2024

  [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,
  ******** ******

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