ComplaintsforSamsung Electronics America Inc.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a washer dryer combo and had to wait for it to ship. When it finally shipped I only received the washer.I have contacted support 3 times over two weeks, with the responses being wait ***** hours, then *****, and now again ***** hours.I purchased a product from Samsung, I expect the product to arrive. There is apparently no policy or timeframe for Samsung to hear back from the shipper on what happened to the product. You are also unable to cancel order, until they find the product they lost.

  Business response

  07/24/2024

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ***** complaint related to his Samsung.com order. ********* has advised the agent assigned to the claim corresponded with Mrs. **** via email to discuss the case. eCommerce has further advised the agent is currently assisting Mr. and Mrs. **** with this issue in an attempt to resolve the matter. If Mr. or Mrs. **** have any other concerns, please have them contact the eCommerce 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

  07/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is a continuation of the complaint. I started, but ran out of characters and needed to send the second part. 12/18 Received email from Samsung again asking for the trade-in and that it was due 1219. I instantly replied email explaining my situation again and asking for an extension.12/20 Email from Samsung saying Trade in failed as they did not receive the item.12/22 Yet another email to Samsung asking for an extension. Still zero replies as of This date.12/27 mailed husbands watch in for trade 12/29 Email from Samsung saying they did not receive the trade-in for order number ending in **** and they were charging my account $200 1/2 Received email from Samsung saying they did not receive my trade-in for order ending in 8147 and they were charging my account $250 1//2 Received yet another email for order ending in **** stating charging my account $200 1/8 email from Samsung stating they record first smaller watch I purchased order ending in #**** 1/11 email from *** stating they received my husbands trade-in watch for order ending in 8147 1/12 Email from Samsung they received watch ending ****. Credited my account $8.71. What was this for?1/12 Received email from Samsung in regards to return of watch order ending ****. Successful refund. Credit in my account $130.56. They commented I did not return part of my order, the watchband! Everything was all still in the same box and was indeed 100% returned!1/12 Received email from Samsung saying thank you for the opportunity to consider your trade-in. Due to the fact it was returned after the due date of 1226. We will not be able to accept the watch for trade-in. 1/19 Email aaying trade-in rejected. We are shipping trade-in I get 3 to 5 calls from Samsung every day! Asking for money. I did not owe this money. How I see it, I should be refunded. I only had one watch!! This is causing emotional distress on myself and my family, financial hardship, decrease in my credit Score. I need to seek leaval counsel.

  Business response

  07/24/2024

  Thank you for contacting Samsung Electronics America,**** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed **************** complaint related to her Samsung.com order. ********* has advised the agent assigned to the claim spoke with ************** as well as corresponded with her via email to discuss the case. eCommerce has further advised a refund of $54.39 and $217.60 have been processed to the payment method used in the order and the agent is currently assisting ************** with her trade-in. If ************** has any other concerns, please have her contact the eCommerce 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

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Samsung Refrigerator on 07/15/2023 and it completely stopped working around 6/15/24. My husband has contacted Samsung customer service, After a series of questions and troubleshooting ideas, it still does not work, so they said they would call, within 2 days, but they never did, Then he received a text saying they were closing the complaint because we did not respond... we had been waiting for them to call, so he had to go thru another series of texting questions, to lead up again them saying they'd call within 2 days,,, no call and they again are texting saying they are going to close out the complaint because w have not responded. It is well under warranty, I feel they should have sent out a repair man ASAP since the refrigerator was less than a year old. there is no way to contact anyone directly, we have been without a refrigerator for 3 weeks

  Business response

  07/24/2024

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mrs. ********** complaint related to 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 offered *********************** a refund for the unit and she accepted the offer. The agent submitted a request for approval and on 7/19/24, a refund of $1,308.12 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

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Samsung refrigerator that was in our home when. We purchased it in 2017, it had been non stop issues with the back freezing over causing leaks and temperature control issues that we have to totally defrost the back of the fridge for. This week all of our food spoiled after the temperature in the refrigerator raised to 68 degrees, I and one of my children became sick from eating spoiled food. We did not realize we could file a complaint and have just suffered with this terrible and dangerous fridge, someone told me about the BBB complaint form this week and I want you to know about this shoddy product.

  Business response

  07/24/2024

  Thank you for contacting Samsung Electronics America, ****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 corresponded with **************** via email to discuss the case. Our records further show the agent advised **************** the only option we can offer her is an out-of-warranty repair. Please note **************** refrigerator is over 9 years old, 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 her concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased our Samsung refrigerator January 2024. 5 months later the ice maker stopped working. Samsung sent a technician to repair just yesterday however it still is not working. We have contacted the service **** once again and they informed us that in 24 hours they would send someone out. I called them back as I realized tomorrow is july 4th and not too many ppl work on this day. I was informed that it would. It be 24 hours but at least a week before they can even give a better time frame for repair. I explained that this is unacceptable as I have two medical conditions which require me to have ice available 24 hours a day 365! They did not care. It is not ok to be told to go buy a bag of ice when this appliance is only 5 months old! I have been hung up on and completely disrespected.

  Business response

  07/24/2024

  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 refrigerator. Our records show the agent assigned to the claim spoke with ************** as well as corresponded via email to discuss the case. Our records further show the agent offered ************** a full refund for the unit and she accepted the offer. The agent submitted a refund request of $1,499.11for approval and once approved, ************** should receive a link from Citibank requesting she selects her preferred payment method to retrieve the funds. 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

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would appreciate reply regarding my Samsung clothes dryer. Model: DV45K6500GV/A3 AND Serial: *************** The issue I am experiencing is that the dryer fails to shut down after a cycle. I have used the troubleshooting guide and tried to reset as well as unplug the unit. These efforts do not work. The power doesn't even need to be selected for the drum to start spinning with no heat as long as the door is closed. It could run for hours like this and incur excessive electricity bills. In researching this appears to be a commonly discovered issue. I would appreciate Samsung covering the recommended repair for the unit to operate properly. Thank you.

  Business response

  07/24/2024

  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 dryer. Our records show the agent assigned to the claim corresponded with **************** via email to discuss the case. Our records further show the agent advised **************** the dryers warranty expired in 2019 and as such, the only option we can offer her is an out-of-warranty repair; **************** agreed to proceed with service.The agent submitted a service request and a Samsung authorized servicer contacted **************** to schedule the repair. Our records also show **************** cancelled the repair due to the service fee. Regrettably, other than an out-of-warranty repair, there are no accommodations for this claim. 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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a samsung Galaxy 6 watch via Order # US505874513 on 12/13/2023. We have followed all manufacturers instructions and with it being IP68 any time there was any risk of exposure to water we used the water lock feature as described by the manufacturer. On 06/25 we put on the water lock and went into the pool that is 3 feet and the watch was never exposed to water for longer than a few minutes and well within the manufacturer threshold. The phone did work until we went to turn off the water lock then the phone would not boot up. I submitted ********** for repair to which the agent said this is under warranty and that it would be fully covered. Once the phone was received they are wanting to now charge me $161.29 due to water damage on the phone. I have tried disputing them with this as we have always followed manufacturer instructions and used water lock and it appears to be a failure with the phone seal itself

  Business response

  07/24/2024

  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 watch 6. 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 repair, and she accepted the offer.  The agent submitted a request to process and voided the payment fee. Our records also show repair was completed and the watch was shipped back to ************ address on file [reference *** tracking#: 1Z54V84A0191616601]. 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

  07/25/2024

  [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.  While I had to send in my watch twice, I was happy with the resolution and repair. 
  
  Regards,
  
  *******************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  cloths washer is 2 yrs old having problems with flat lettering disapperaring on cloths washer mach front can't find start button any more these buttons that are used to opperate mach are light gray color flat and disappering the more you use it.. they want to charge me 300.oo dollers plus to come out This is a fault of the washer. design .. lettering should stay visable and not disappear using the washer normaly by just pressing the activity buttons..

  Business response

  07/23/2024

  **** you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. Whitmers complaint related to her Samsung washer. Our records show the agent assigned to the claim spoke with Ms. ******* as well as corresponded with her via email to discuss the case. Our records further show the agent advised Ms. ******* unfortunately, we are unable to comply with her request. Ms. Whitmers washer is deemed as cosmetic damage and unfortunately, this type of damage is not covered under Samsungs warranty; 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 ****************** would like to set up an out-of-warranty repair to address her concerns, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Samsung French door refrigerator/freezer 2.5 years ago. The ice maker quit working right after the 12-month warranty expired. It has cost more than $800 to in the last year, and it just quit working again today. Tired of paying a repair company for a faulty appliance.

  Business response

  07/23/2024

  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 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 ************** to schedule the repair. 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. 

  Customer response

  07/23/2024

  
  Complaint: 21935586
  
  I am rejecting this response because:

  This issue with these ice makers are ongoing and often take several tries to fix, if they're even fixable, which they're often not. I'm not willing to close this out until I know it's fixed or rebated. The service guy was great, though. 

  
  
  
  Regards,
  
  *********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive been trying to cancel Samsung care for months now. Theyve lied through messaging and on their website that it can be cancelled online. *** contacted through chat and got a run around. I filed a claim with my bank and I was still charged again. I had to finally cancel my card so they would stop charging me. Shady business and terrible customer service

  Business response

  07/23/2024

  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 Care+ plan. Our records show ****************** claim forwarded to our Samsung *********** for review. Our Samsung Care+ team have advised they are reviewing the claim and an agent will follow up with **************** to discuss the case. Thank you for contacting Samsung Electronics America,Inc.  We apologize for any inconveniences 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. ↩