ComplaintsforSamsung Electronics America Inc.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2 samsung TV's - one in 2021 for approx $500 and the other in 2022 for $1,500. A few months back, the picture turned off on the 2021 TV. Then a few weeks ago, the same thing happened to the one purchased in 2022. This seems to be a known issue with Samsung TV's however the company is taking no responsibility for helping fix it. Their solution is to have a tech look at the TV at a cost to the customer, but they also say that it's probably better for you to just purchase a new one.Having looked for solutions online, there are a lot of people who have had the same issue with Samsung TV's and this a very common and known issue. I wish i was aware of it before our 1st and 2nd purchase.It doesn't seem fair to require a customer to purchase an extended warranty for an issue that is known by the company... and is letting the company off the hook for any responsibility associated with this.

  Business response

  09/05/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed **************** complaint related to his two Samsung televisions.  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 on model QN65QN85AAFXZA as a one-time warranty courtesy and a free of charge repair covering parts only on model UN50TU8000FXZA due to the age and he accepted the offers.  The agent submitted a service request for model QN65QN85AAFXZA as well as for model UN50TU8000FXZA and a Samsung authorized servicer contacted ************** to schedule the repair on the televisions.  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.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Samsung refrigerator (RF28NHEDBSR/AA) ice maker hasnt worked since 6 months after purchase. Ive had Samsung technicians out trying to fix it and still have the same issue. The ice maker freezes and doesnt produce ice. Technician will defrost it and after a day its frozen again.

  Business response

  09/05/2024

  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 8/16/24 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.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we recognized an issue with our samsung refrigerator toward the end of april 2024. at this time the freezer temperature increased to the level of damaging our food. at this point, we contacted samsung and they directed us to a technician. someone came out and was unable to diagnose the problem. he requested that we contact a number which ended up being inoperative. on may 1st, we were charged $168.37 for a service which essential left us without remedy. at this point, the refrigerator became inoperative as we made multiple calls to samsung and they continually stated that they would send someone else out. additionally, due to the lack of repair during the initial visit, we were told that they would be refunding the $168.37. that, however, has not happened. in the interim, we received multiple ticket numbers and i must have spoken to at least 18 different assistants at samsung whom ultimately were unable to assist with any solution whatsoever. we resorted to paying ($179.74) for another technician to come out. the technician reported that it was an issue with the compressor and that it was under warranty. i, again, contacted samsung in order to request this to be corrected. they never sent the compressor! following this, we opted to follow up with yet another technician since samsung was not returning calls (as they originally promised) 6 weeks of this problem was leaving us without hope, and we had sadly lost so much produce in our refrigeration system while samsung continued to give us the run around. this technician proceeded with replacing the filter dryer and adding freon. another $300 for this on 5/14/24. 2 months later the same cycle began with the freezer not working and then developing throughout the rest of the refrigerator. samsung is contacted (8/2/24) and states that we will be contacted about a pro-rated refund within 24 hrs. however, no one contacts us. 8/9/24 we are informed (when "i" call) that we will not receive anything. fridge is still broken!

  Business response

  09/05/2024

  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 8/15/24 as well as corresponded with her via email to discuss the case.  Our records further show the agent offered ********************** a pro-rated refund for the refrigerator and she accepted the offer.  The agent submitted a refund request of $932.57 (includes $50.00 compensation), issued on 8/20/24 via Instant Pay (Debit Card information was provided) into ************************** bank account for the refrigerator.  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

  09/06/2024

  [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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Samsung refrigerator. About 2 years ago the ice maker, the freezer and the fridge stopped working. Samsung was aware of the defects with their refrigerator. I have lost food because of this defect. When I contact Samsung, they say I have a ten year warranty, but I have to pay for the repairman to come fix my refrigerator. I would like Samsung to send someone to repair or replace my refrigerator because of defect.

  Business response

  09/05/2024

  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 8/15/24 to discuss the case.  Our records further show the agent explained to ************** that unfortunately, Samsung is unable to ship the compressor to him, as the part is sent directly to the Samsung authorized servicer for the repair.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a Galaxy Watch on the premise that it was a smart watch that I could use to make calls, customize, and use for health services like heart rate monitoring and step tracking. Upon activation of my watch, Samsung requires the tracking, storage, and selling of my personal data to use the services I was sold the watch for. I tried to inquire with Samsung how to use this watch without my private data being sold. Not only do most of the representatives I encounter have no idea what I'm talking about, they also do not know where to divert people who have questions. I was told there was no way to use the watch without agreeing. Intimate data such as my menstrual cycle is necessary for my watch to be used as a step tracker and no one can explain why. No one can explain where or who my data is sold to. I've been trying to get this resolved for months now. **************** confirmed today that my ticket has just been sitting there and no one has followed up. I waited 2 months before calling back. Today I have been on the phone for well over 2 hours and still no one can explain the policy, troubleshoot, or get me to the right person to refund me. I have been hung up on countless times, ignored, and lied to. I am happy to send this product back once they confirm my refund. I no longer wish to use products of a company that does not value their customers and their privacy.

  Business response

  09/05/2024

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed **************** complaint related to using her Samsung watch for health services like heart rate monitoring and step tracking purposes.  Our records show the agent assigned to the claim spoke with ************ on 8/14/24 to discuss the case.  Our records further show the agent attempted to explain to ************ that unfortunately the watch is not eligible for a refund but she kept yelling at them, using foul language before they had to disconnect the call.  Please be advised that Samsung's warranty is for service and all efforts to repair the watch has to be exhausted before we can offer any other accommodations.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer response

  09/05/2024

  
  Complaint: 22138338
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Washer is outside 12 month warranty except drive and drum. Samsung will not garantee or diganose of a warrqnty issue without consumer paying 150 for service call. I stated to them i wanted to have ***aired if covered by samsung but likely wont if not. I have no information unless i risk 150. Samsung will no cover cost due to warrnaty language. They said they would cover parts if their *** deemed it those parts. I have no way to know otherwise. I asked to troubleshoot virtually and they can not. They are not being fair to customer to pay to know if covered.

  Business response

  09/05/2024

  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 washer.  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 pro-rated refund for the washer and she accepted the offer.  The agent submitted a refund request of $711.93 and advised ************ to hold on to the washer until the refund process was completed.  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 refund for the washer.  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 04/08/2024 I purchased an over the range microwave ( ME17R7021ES/AA.) i purchased thru Samsung.com I paid $375.17 that included installation as well. The mircowave was installed by a techicain provided by Samsung. A few months later the microwave stop working I called the customer service department at **************. to request repair of the microwave. Technician came out and stated he could not get the microwave down because the screws was stripped from the initial install. I called Samsung back to request the service technician to come back out and take down the microwave i was told that they used a third-party company, and they would not be able to company back out that i needed get someone to get the mircowave down. I asked to speak to someone in upper management. They stated they would send someone out again ticket #********** Sent another techicain out and he stated he cannot touch it because it needs to be removed. I am requesting for my money back so that i can get the correct appliance from another company

  Business response

  09/05/2024

  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 microwave.  Our records show an agent assigned to the claim spoke with ************ on 8/14/24 and again on 8/22/24 as well as corresponded with her via email to discuss the case.  Our records further show the agent requested the bill of sale for the microwave to review in order to move forward with a refund accommodation however, as of today, 9/04/24 she have not provided it.  If ************ would like to proceed with the claim, please have provide the agent with the bill of sale for the microwave.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for a dishwasher and the money was deducted from my account. Contacted ********************** to see where my dishwasher was and they informed me they haven't shipped because they haven't gotten money from my bank. I contacted my bank and they said the money was released the day I made the payment and that there are no pending charges. Samsung refuses to ship my item that I paid for.

  Business response

  09/05/2024

  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.com order.  eCommerce has advised that the agent assigned to the claim corresponded with ****************** via email to discuss the case.  eCommerce has further advised that ****************** informed the agent that the issue has been resolved; "My item was finally released and I picked up today". Thanks.  If ****************** 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.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Samsung account for years and I purchased a Galaxy S24 Ultra online on 06/22 with my Samsung credit account. When I called to follow up about the trade-in shipping label, the associate told me I did not have this on the purchase and there is no way for them to add it. The associate recommended that I return the item and I will receive a shipping label. I followed his suggestion and shipped the item on 07/15. I wrapped the box in white and went to ******************************************* in ******. I dropped off the item and got a receipt. On 07/18, Samsung emailed me that the item they received was empty and sent me a video of it. The box was altered or tampered with and it was not covered in white paper. I reached out to Samsung and every time someone responded to my complaint, a new person would respond that told me "unfortunately" there is nothing they could do. I asked if they can request ***** to investigate. They said, I should be contacting ****** I did reach out to ***** and they said Samsung should be the one to request the investigation since the shipping label came from them. I created an account with ***** and filed a claim and got denied. Message from *****: "Under the terms governing this shipment, ***** does not accept liability for concealed damage under the Return Options program."I was tossed back and forth between these 2 big companies. Samsung could have destroyed that phone as I believe the phone has its unique serial number and they may have a way to disable the stolen phone. It was very stressful to deal with Samsung customer service, none in their department showed genuine willingness to help.

  Business response

  09/05/2024

  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.com order.  eCommerce has advised that the agent assigned to the claim corresponded with **************** via email to discuss the case.  eCommerce has further advised that the agent assisted **************** with this issue and resolved the matter; a refund request has been processed to your payment method used in the order. It will take up to 3-4 business days for the refunds to reflect into your account.  If **************** 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.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Samsung fridge on Jan 20, 2014 (model #RF31FMEDBSR / Serial # **************** for $2,700 (before tax, delivery, water connection kit). In the first year and frequently since the purchase was made, the ice maker freezes up. Samsung Refrigerators have a design defect that causes ice maker condensation causing entire bin to become stuck, ice formation inside ice maker that expands and damages the ice maker, causing the ice maker to stop working. Defrosting will then allow ice maker to work again. But defrosting needs to be done continuously to maintain working ice maker. This is a design flaw noted in the Samsung July 2015 and May 2017 bulletins. Would like to have ice maker repaired or replaced so it works properly. I have had service performed on this fridge for other issues but can never seem to get Samsung to repair the ice maker.

  Business response

  09/05/2024

  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 8/15/24 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 however, he decided to postpone 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

  09/05/2024

  
  Complaint: 22130148
  
  I am rejecting this response because the statement 'The agent submitted a service request and a Samsung authorized servicer contacted **************** to schedule the repair however, he decided to postpone the repair on the icemaker.'. I did not postpone the repair. Samsung scheduled the repair and successfully completed the repair. The ice maker was replaced and is in working order.
  
  
  Regards,
  
  ***********************

  Business response

  09/10/2024

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ******************** complaint, Samsung would first like to apologize for responding with the incorrect information (he decided to postpone the repair on the icemaker) in our initial response.  Our records do show the repair on the icemaker completed and **************** confirmed this via email with the agent assigned to the claim.  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 inconvenience our customer may have experienced with this case. 

  Customer response

  09/13/2024

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

*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. ↩