ComplaintsforSamsung Electronics America Inc.
Wholesale Electronic Supplies
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Complaint Details
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Initial Complaint
08/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We bought a set of Samsung appliances including Refrigerator, Stove, and Dishwasher in 2014. The refrigerator's was $1,600. The ice machine froze up. We called and were told that we only had 1 or 2 months left on our warranty and they would come out to fix it. The fix didn't last long, just long enough that we were out of warranty. Every time it froze up, we would have to defrost the entire thing. Last year it was warm. The display said it was at the correct temperature, but our milk kept going bad. Last year we had to just replace it. We now know that it is a design flaw and Samsung is very much aware of the issues but chose to not tell us. They made it clear that we were out of warranty and that would be the only fix. I am clicking your Terms but the link isn't working. I have to say I read it in order to submit my complaint, but can't read it.Business response
09/14/2021
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 corresponded with ********************** via email to discuss the case further. Our records further show the agent requested the work orders for the previous repairs on the icemaker for review. Please have ********************** provide the agent with the aforementioned at a suitable time of her convenience to proceed with the claim. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our valued customer may have experienced.Customer response
09/15/2021
Complaint: 15772891
I am rejecting this response because:Samsung "lost" our repair work order. I also had it fixed under ****** extended warranty. I requested the documentation from them and I'm waiting for their response.
Regards,
***********************************Business response
09/29/2021
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of ************************** complaint, once she provides the work order from ****** to the agent assigned to the claim for review, they will follow up with her to discuss the case further. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customer may have experienced.Customer response
10/03/2021
Complaint: 15772891
I am rejecting this response because: the agent offered another repair. When I responded that I will take the repair, I got an out of office until the middle of October reply. The repair was unable to be scheduled.
Regards,
***********************************Business response
10/15/2021
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry. Samsung has further reviewed ************************** complaint related to her Samsung refrigerator. Our records show the agent assigned corresponded with ********************** via email to discuss the case further. Our records further show the agent offered to set up a free of charge repair for the icemaker. If ********************** would like to accept the offer, please have her contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our valued customer may have experienced.Initial Complaint
08/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a washer and dryer from ********** on 6/3/2021. I received the appliances on June 15, 2021. Around 7/1/21, I tried to wash. The washer began to slowly dispense water. After about 30 minutes the water would drain and an error code, "4C" showed up. I called Samsun. After an hour on the phone going through troubleshooting steps the code went away. On J7/26, I tried to wash a load of cloths and got the 4C error message again. I went through the trouble shooting steps and was able to get rid of the code and wash 2 loads. On August 11th, I attempted to wash a load of laundry and the 4C code showed up again. I called Samsung and spoke to a representative I told her the washer has not worked properly since I received it. She went through the troubleshooting and made appointment for a technician to come out. The technician came on 8/17/21. He said Samsung entered wrong serial number, he couldn't repair or determine what was wrong. Called Samsung was told to call back 8/18Business response
09/13/2021
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 Washing Machine. Our records show **************** accepted our offer of a refund for the Washing Machine. Our records further show the agent assigned to the claim submitted a refund request for the Washing Machine. 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 valued customer may have experienced.Initial Complaint
08/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
In November 2019 I purchased a samsung refrigerator ,model#rf220nctasr/AA. My ice maker broke in Sept 2020. A repair man was sent out 9.29. On 10-20-20 I contacted this person,there was water coming out of freezer. He came again and replaced the part again. I was never able to use the ice there was a metallic taste. Now Aug 2021 the refrigerator is not working at all. I have called Samsung and was told would send repair person but would be charged. I have seen many similar complaints about Samsung refrigerator. I do not believe this should be a cost to me.Business response
09/14/2021
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 Ms. ***** accepted our offer of a free of charge repair on the refrigerator. Our records further show the agent assigned to the claim submitted a service request and a Samsung authorized servicer contacted Ms. ***** to schedule the repair on the refrigerator. 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 valued customer may have experienced.Customer response
09/18/2021
default letter is provided here which indicates your acceptance of the business's tter 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. I am hoping this will continue to work.
Regards,
****** *****Initial Complaint
08/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been in contact with Samsung for four months in regards to an issue with a Television. First they were to come out to repair it. They never showed up. I called Samsung they said they were just going to reimburse for the television. Okay? It would be nice if someone let me know instead of wasting a day. Afterwards I have called numerous amount of times to get this taken care of. They kept telling me all the information is completed. For 4 months numerous amount of hours. Just being told I still do not have sufficient amount of documentation after throwing a sticker away that now I need. Over 500$? This is not worth it. I would like compensation where it is due.Business response
09/15/2021
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Samsung has reviewed **************************** complaint regarding his Samsung television. Our records show that ************************ accepted our offer of a refund for his television prior to us receiving his BBB complaint. Our records further show that a refund request for ************************ was submitted so that we can process the refund for his television. If ************************ has any other concerns, please have him contact the agent assigned to his claim directly for further assistance. Thank you for contacting Samsung Electronics America, Inc. We apologize for any inconvenience our valued customer may have experienced.Customer response
09/15/2021
Complaint: 15772028
I am rejecting this response because:
Nobody has contacted me furthering this issue. There has been no dialogue within the past 14 days about when I am receiving this refund
Regards,
***********************************Business response
09/28/2021
Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry. Upon further review of **************************** complaint, our records show the agent assigned to the claim is reviewing the rebuttal and will follow up with him to discuss the case further. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our valued customer may have experienced.Initial Complaint
08/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Samsung refrigerator from Lowes in early 2019. Within several months the icemaker began freezing up and stopped working. I did not file a warranty claim because the problem was intermittent at first. After about ***** months, the problem began to become more frequent.I contacted Samsung in July of 2021 to request service, after explaining the issue to Sameer via the Samsung chat portal, he advised that this was a known defect and that Samsung had produced a repair kit to resolve the issue. Sameer scheduled service for August 10th.When the repair person arrived, he explained that the unit was "unrepairable". When I asked why, he said it was because I had used the defrost mode to thaw the icemaker. I explained that this was in the owners manual. The tech advised I contact Samsung again. When I contacted Samsung that same day, ******* advised that they would offer a prorated refund due to the known defect, and that someone would call me the following day.Business response
09/13/2021
Thank you for contacting Samsung Electronics America, Inc.We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. Lawrences complaint related to her Samsung refrigerator. Our records show the agent assigned to correspond with Ms. Lawrence to discuss the case. The agent explained to ******************** accepted our offer of a free-of-charge repair on the Refrigerator ice maker. Our records further show the agent assigned to the claim submitted a service request; reference Txt# ********** for the ice maker repair and a Samsung authorized servicer has been in contact with ******************** to schedule the repair on the unit. Thank you for contacting Samsung Electronics America,Inc. We apologize for any inconvenience our valued customer may have experienced.
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Customer Complaints Summary
18,551 total complaints in the last 3 years.
5,023 complaints closed in the last 12 months.