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Diabolical. Terrible. The Worst
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRISBANE -- I lost my SIM card tray. The following happened March 27-March 29th amidst a global health crisis that personally, because of my age being 57, placed me in high risk category and with everyone facing the possibility of lock-in that leaves me with no means of effective communication.

Friday 27th - Samsung's online chat advises that an appointment required to attend store next available April 4th. Explain situation (see above) and told you can't try going to the store but they may or may not see you. I needed a phone. The staff at store indifferent, difficult, lacked empathy. Item had to be ordered delivered 3-10 business days. Explained why I needed my phone and the threat of the lockdown. I pleaded with them in desperation asking if display stock sim tray could be sold and replaced. Nothing. After more begging manager agreed they to place order and have sent to the store pick up Next day or Sunday but I will have to come pick it up either tomorrow or Sunday. Why wasn't this solution offered earlier.

Saturday 28th - Samsung person rang requesting more info and will contact re pickup. Samsung rang back. Can't take order phone for another country. I told him goods purchased here in Australia and told him where. Nothing he could do has to go through International warranty. Explained situation. Told to wait for return call. Call returned. Response still no. Can't touch it if they do then Samsung liable. Replied that they do not need to touch it. It's a piece of plastic that slides in and out and reads SIM card no tech required. And not claiming warranty I have purchased. Will call back. Return call answer no. Reason Australian SIM card tray will not fit for this phone. I knew it did as I had tried my friend's the day before.

Told the Samsung guy who was now getting quite agitated. He will check. Await call. After more debate and two more "checks" response was will send but to my address 3-10 working days. Told him no good. Could be locked in our homes from midnight tonight or tomorrow. Why can't it go back to the store as indicated when I ordered. Advised aware of situation and current climate but his manager had told him that's all they could offer. Thanks but no thanks and order cancelled.

Sunday 29th March: Contact number provided. Friday received a text that goods in transit. Tried contacting Samsung on the numbers provided previous day. No answer. Put it down to error & ignored it. 2 hours later another text "goods in store ready to collect". Tried numbers again. No answer. Figured they must have had a change of heart. Went to store. Consignment bag empty. Just paperwork advising order cancelled.

Why had I received texts I was told sat Nav picks up signal and alerts when leaving and arriving. It's automated. Asked if they receive correspondence and store have its own satchel. Reply was yes they do. Why was store paperwork in my consignment bag. No response. Same reaction to my wasted journey, to the high risk it placed me in, the petrol... nothing. No apology. Got home went online on live chat. Explained everything and got "so what do you want me to do about it". "Lodge a complaint," I replied.

I sourced & purchased a sim tray that afternoon. Took 2 hours to drive there and back but had to be done. 5 days past heard nothing. I contacted the ACCC, Australia's consumer watchdog. Didn't lodge complaint instead opting to give Samsung a chance. I used the letter template to lodge formal complaint. Following day got reply from Samsung's Customer Support Centre or CEO as they are called. Played emails tennis.

Advised when asked that I had purchased a sim tray. 2 days later got email from Samsung. Offered my money back, which had already been done on the 28th March and sending me, free of charge a SIM card tray. I explained that I didn't need as I had purchased and already received my money back.

I received a reply stating that after his thorough investigation that was their only and final offer. I replied that I had not requested any compensation but seeing as they were of the opinion they should then to offer me what equates to refund of my money and a 4:50 SIM card tray was nothing short of insulting. That my treatment especially under the circumstances was lacking empathy and compassion and that this could easily been avoided had there been some.

The matter quickly dealt with by ordering and sending to the store the item required. An item that has no affect on the mechanics of the phone. I stated that I was also of the strong belief that after the phone tennis on Saturday the 28th resulting in my going to the store for what was a wasted journey was premeditated. I thanked Samsung for time and effort and politely refused their offer.

I am aware that my issue is in Australia and with Samsung Australia. But I want my experience out in the public domain. Samsung are global. Samsung's process are more than likely the same no matter where in the World a consumer may be. And want my experience to be a lesson of what level to expect from the after sales support network. I am also interested to know if I have overreacted and were my concerns molehills not mountains and was my response to their offer unfair.

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Refund Pending for 8 Months!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- Not-Dear-At-All Samsung,

My first, only and DEFINITELY LAST experience with your company has been an absolute nightmare! I am indescribably disappointed with Samsung. Shame on you!

I have ordered a Samsung Galaxy S7 from Samsung.com on March 23, 2017. My order number is: 14203441271. You put me on backorder for about 3 weeks. Although you claimed "If you pre-paid using an alternate payment method, we will hold your funds until the product ships.", you returned the funds back into my account. Because of this, I thought I was never going to get this phone so I bought myself a different phone from a store using that money. After 3 weeks, you withDrew the money from my account and got my balance drop to negative. I couldn't pay this debt, being a college student, so YOU CAUSED MY ACCOUNT TO BE CLOSED BY MY BANK!

I put on a request to return the phone for a payment to get my balance off the negative. You sent me a label. I put the label on a box, and returned the phone and the wireless charger pack that came as a special offer gift with it. Here is the FedEx tracking number: 790642921459. THE REPORT SAYS YOUR DALLAS, TX WAREHOUSE RECEIVED THE BOX ON 4/17/2017. THAT IS SINCE WHEN YOU HAVE NOT PAID MY MONEY BACK!!!

SINCE APRIL 2017, I CALLED YOUR CUSTOMER SERVICE AT LEAST 20 TIMES, spending about 30-45 minutes of my time on each call, struggling with that annoying automated system until I got to talk to a human being. Check your records to confirm. I ALSO TRIED TO CHAT WITH YOUR AGENTS ON SAMSUNG.COM TENS OF TIMES. Here is the reference number for just one of my chats. I have over 10 of them. Again, check your records: 4297653085.

Every time I called, your so-called "Customer Service Pro" told me that the inquiry is transferred to the related department and you will get back to me in a few days. Well, IT HAS BEEN 8 MONTHS!!

I was told that I sent the wireless fast charger pack and the phone in the same box, to the same place. Yes, I did that because you send me only ONE label and no instructions whatsoever to send the charger somewhere else. Your agents are telling me for months that you made a request to your warehouse for confirmation that you received both the items. After waiting on that confirmation for 1.5 month, I was finally given a TICKET NUMBER: 530182.

Now your agents are telling me that my refund is pending on your finance department to be processed (Check the phone calls.) It was October when I was told that. I am still waiting "for another week" for somebody to contact me about it so I can tell him/her that you caused my bank account to get closed, and I need you to issue the refund to my new account.

SHAME ON YOU SAMSUNG! WHAT A DISAPPOINTMENT! You are not only holding on to $631.34 of a poor college student for almost a year, but you also damaged my psychology and frustrated me with having to explain my problem to over 30 people over and over again. SAMSUNG IS DONE FOR ME! I STARTED THIS PROCESS WITH AN ATTITUDE OF ASKING YOUR AGENTS ON THE PHONE HOW THEIR DAY WAS GOING, HERE IS WHERE I AM NOW! THIS IS YOUR CUSTOMER SATISFACTION, ENJOY IT!

I have all the documents and I know that I have a strong case against your company. Currently I AM SEEKING A VICTIM'S ADVOCATE TO SUE YOUR COMPANY. I WILL GLADLY GIVE ALL THAT MONEY TO THE LAWYER WHO GETS IT FROM YOU! AFTER ALL THIS TIME, THIS IS MORE THAN MONEY NOW; THIS IS A MATTER OF HONOR AND SELF-RESPECT FOR ME! I WILL NOT LEAVE MY MONEY TO YOU!

Ozan Gokdemir
ozan.gokdemir15@ncf.edu

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Samsung Electric Range - Defective & No Help From Samsung
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RIDGEFIELD PARK, NEW JERSEY -- Samsung Electric Range Failure

In late January of 2014, we purchased a Samsung Electric Range (stove top and oven) at a cost of roughly $1300. With just two retired people being in the house, the range had light usage and was well kept. The self-cleaning oven feature had been used annually to clean the oven. On November 17th of 2016, less than three years after purchasing the range, the self-cleaning feature was again used to clean the oven. After the cycle was finished, the oven door would not open.

Upon examination, the appliance repairman said he had encountered this problem on a number of occasions, and that the Samsung product was prone to failure when using the self-cleaning feature, probably because of poor engineering and defective insulation around the oven. He opened the back of the oven where a small motor drove the release latch on the oven door, and found it had failed. He then manually opened the oven door and disconnected the motor from the door latch so the door could be opened when needed.

Upon further examination, he found that the electronic control boards for the oven and the control display were also ruined (cooked) and needed replacement. The cost of parts and labor was $725. This did not include the cost of the door motor, as we did not want to use the self-cleaning feature again, nor use the door lock (the estimated cost for this repair would have been around $150). Later we found that a couple of the heating units on the range top also malfunctioned in that the controls did not work properly (the “Low” setting would activate the “High” setting. The electronic board for the range top had also been damaged. Repair of the range top control will cost around another $250. In retrospect, it would have been better to have dumped the range and bought a new one from a different manufacturer.

We called Samsung Customer Service and were told the range was out of its “One Year” warranty and therefore, the company would not stand behind the product, send new parts, or cover any of the costs. Samsung Executive Customer Service was then consulted and they took the same position. A letter of explanation of the failure of the stove was sent to the President's Office. A representative called back. We explained again that the oven was little used, it was cleaned as instructed by the owner's manual, that the process failed and cooked the control boards so that the product would no longer function, and that the repair costs were very high. The representative effectively said, tough luck, the product is out of warranty - the company has no obligation.

There are several conclusions to be understood from this experience:

  1. The warranty period for this level product is unreasonable short at one year (we have a new Maytag washing machine, a electro-mechanical device, that has a ten year warranty).

  2. The repairman advised that he had encountered an unusually high percentage of like problems with ranges made by Samsung, and that the product was prone to failure (our son, upon learning of our purchase of the product, also expressed his disappointment, saying he had heard the product was inferior).

  3. Samsung Company will not admit to a defective product nor assist in its repair when appropriate. The customer must bear all the costs of a defective product and its failure.

  4. The Company's recall of the Galaxy Note 7 smartphone is similar in its problems. As noted by Luke Dormehl in the Wall Stree Journal (September 26, 2016) as I recall, Samsung reported that its replacement batteries quickly overheat and lose battery power. Samsung allegedly rushed development of its Note 7 to gain a competitive edge against the iPhone 7, only to have to carry out an expensive recall after it turned out the phone batteries were prone to exploding. Unfortunately,
    the replacement smartphones Samsung handed out — which feature non-removable batteries — are still riddled with problems. The complaints appear to have emanated from Samsung's home turf of South Korea.

  5. We also own a vacuum cleaner manufactured by Samsung. It worked well for six months, then the sound deadening system in the vacuum cleaner failed and it is now very noisy.

Our advice - Stay away from Samsung products.

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Trouble With Tax-Free and Tracking
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GEORGIA -- Run around on Order - Ordered Galaxy Tab S2 online 10 AM Saturday morning of the tax-free weekend. Before submitting order showed tax so-called customer service (cs) and they said to place an order and call back and they can then confirm the order, state, and tax-free eligible and would refund tax. Followed instructions and when called back cs told no have to go through tax exemption dept - explained I have no tax exemption but insisted needed to call number - so did - not a valid number! Called cs again and this time told had to wait for goods and then take invoice in box and fax to tax exemption dept.

Told them no fax need a way to email. Told they are unable to accept that Fax only acceptable method (this is an electronics company!?!). Meanwhile sent email as per "Contact Us" on the website and got a reply they cannot help have to call cs. Next day called cs again and this time told they do not acknowledge tax free weekends in ANY state and will have to pay tax. Contacted again via chat line, that kept popping up on my screen when started to try and track order which was not showing on my account (cc has been charged as of day purchased), and told could not assist -- contact cs!

Called cs again and was told the order in the system but can take several days to show on my account on the website and possible out of stock and will take awhile to restock so can ship. If out of stock why on website to order?? By now (Monday) I had already received some goods ordered after tablet online (no tax charged) and they were in use!!

When asked about tax told they are a Federal (total USA) site and nothing to do with state law. Funny is it not the state that is taxing me?!? They transferred me to their supervisor who confirmed no tax-free weekends honored. Federal law supersedes state law so they do not follow the state tax-free weekends anywhere!

Have allowed another 24 hours and still no sign of my order on the website so called cs again and this time told need to allow 72 hours for order to process and should update overnight - like told yesterday. Told them told that yesterday and they just repeated what they said and was told I needed to wait till tomorrow. I have no confidence that I will ever receive this order as get a different story each time on same questions - so do not trust anything told.

We have been a Samsung Family for years and have couple Galaxy S6 phones and previous phones all Samsung and when called with issues in past they were quickly resolved. First time ordering direct from them and NEVER again.

Tomorrow I will go to a store and see if they have restocked (local stores out of this exact model on Saturday and Sunday) and can assist. Hopefully, I can find and cancel the order with Samsung. I have missed tax-free weekend but as charged tax on cc anyway nothing I can do now. I have no idea when, or if, will receive the tablet and need it by the end of this week so can set up and it is useable as schools start back!

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Poor customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAKEWOOD, CALIFORNIA -- I called Samsung to have a freezer door repaired. After the service repair man explained that the door was not releasing properly we informed him that it always operated that way. He stated that it was not operating correctly. The bottom line is we need a new freezer door. I stated that we shouldn't have to pay for something that never worked properly even if it is out of warranty.
I called Samsung and asked to speak to a supervisor. The first call I waited 10 minutes to be connected to a supervisor. I thought they dropped my call so I called back. I explained I was waiting to speak to a supervisor; I waited 30 minutes – NO SUPERVISOR. I called back a third time. This time the customer service representative asked me several questions other than my name. I asked why all the questions? He responded that he had no record of me calling twice before.
I finally spoke to a supervisor who looked up the work order. “You're product is out of warranty.” I understand that but this product never worked properly from day one. We thought it was the way this product operated. Now after several years it broke.” “You never reported the problem to Samsung.” “That's correct because we didn't know that a problem existed.” “We cannot pay for repairs.” “Yes, you can. Samsung should recognize that the product never functioned properly and after years of improper function it broke. I would not be calling you if the freezer door worked properly from the first day we had it.” “We will not pay for the service.”
I consider this poor customer service. Samsung should recognize by a certified Samsung repair company, that the freezer door never worked properly and to pay for the repair service.

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Worst Repair Experience in History
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

On July 20th my wife called to report the LCD on her Samsung Galaxy S6 had stopped working. She was advised to send it in, which she did. I'm going to save all the details in between, but suffice it to say we were originally told that we were going to be charged for the repair, after a BBB and much frustrating conversation, Samsung agreed to waive the fee. Instead of repairing the phone, it was returned unrepaired, according to Samsung, by "customer request", we made no such request.

After numerous additional phone calls with support, the phone was recalled to Samsung for repair. I then spoke with Roosevelt and Kristen in the RMA Center (both managers) who assured me that the phone would be immediately repaired and returned. On 8/5 I was told I would have it 8/8, on 8/8 I was told I would have it 8/9, on 8/9 I was told I would have it 8/10, on 8/10 I was told I would have it 8/11. It finally arrived 8/12. On 8/12 (23 days after the original shipment) I opened the box to find a repaired phone without the SIM Card Tray, meaning I am unable to use the phone. An additional hour on the phone yields the answer that it will be 7-9 days for me to receive a SIM card tray. OVER 30 DAYS AFTER PHONE WAS SENT FOR REPAIR!

Each and every step of the way I have been given inaccurate information by Samsung reps, told things that were just plain untrue and then even after escalation and "everything being taken care of" I was returned a phone that can't be used. If this weren't so awful, it would just be comical. How is it possible that this is the customer experience for a company that is providing a premium brand and where we paid nearly $700 for the phone?

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Samsung Dishwasher Model DW80F600UTS/AA Purchased on June 22, 2014 From Best Buy
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RIDGEFIELD PARK, NEW JERSEY -- I purchased a Samsung Dishwasher Model Number: DW80F600UTS/AA on June 22, 2014. Everything seemed to be working fine until November 30, 2014. We had issues with the Dishwasher, Product Symptoms: Operation/Doesn't work/Doesn't dry. This was covered under Samsung's warranty within a year.

It is now August 2015 and we're already having another issue with this Dishwasher - we had an appliance repair person come to the house and he tells me we now need a computer board for this dishwasher. One hundred something dollars and that's just for the part, that's not covering labor to install the part. The technician is telling me if you have any sort of voltage issues these dishwashers will need parts replaced.

What is getting me angry is that we have a whole house surge protector protecting our main breaker and we're still having issues. I would expect issues after several years say 4 or 5 not within the first year to year and 1/2. I contacted Samsung Customer Service and explained to them the latest issue. I also explained to them there was another issue several months after we bought this Dishwasher. Samsung's reply was it's over the warranty, period.

You used to buy appliances from Sears no less that would last years, now you pay good money thinking you're getting a good product - Samsung no less - and this is the way they treat you. It is not right. I did not realize it be this issue seems to be years in the making and it appears that Samsung ignores the issue and leaves all who purchased this Dishwasher hanging high and dry! I pray a lawyer sees this and we start a Class Action lawsuit against Samsung. It's amazing - Google this dishwasher model and see for yourself how long this has been going on and Samsung has done squat about it. I am not a happy camper!

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Frustrating
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PARAMUS, NEW JERSEY -- My cellphone carrier sent me to Samsung in order to repair my cellphone that I recently purchased. The Samsung Representative glanced at the phone, saw a minor crack in the phone and said that the entire screen would have to be replaced before any repairs could be done - which may, or may not be the cause of the damage. The initial reason for the visit was to address why the phone would not hold a charge.

This is the second time that I have had this type of encounter with Samsung. They are creating defective phones and are unwilling and or incapable of repairing them. I am at the point where I am considering purchasing an iPhone, at least they will stand by their products - hence demonstrating integrity - invaluable!

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Rotten Customer Service. the Y Have No Respect for the Customers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

On May 23rd, 2014 I received and with Verizon's tech support set up what was supposed to be my new Samsung Galaxy 4 phone. My nightmare began when I realized that contacts transferred to the phone were missing. Thank heavens I still had most of them on my computer. However, I was missing some and had to retrieve them from the persons involved. I later learned that the backup was not happening and per Samsung customer service I had a bad data connection. They required me to send it back to them, they would test it and return a new one to me. I would have no way of charging my phone for more than a week.

I then contacted Verizon who processed an exchange. On Saturday September 20 I spent 2 plus hours on the phone with Verizon tech trying to determine what was wrong with the phone. The final decision was a HARD RESET which annoyed me very much since I now had to redo everything I had done previously. This phone has dropped my email account four (4) times. I am still missing the lost contacts and Samsung's answer is I should return it and they will test and repair. So, this senior citizen should do without a phone until Samsung repairs the piece of JUNK it originally sold.

Tell me, if I fall and I cannot get an emergency service should I sue Samsung? I can assure you my son would. This kind of poor service tells me Samsung does not give a damn about the consumer. I paid for a new phone I only want one that works properly. My advice to everyone leave this company alone.

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They Just Want Your Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Samsung does not care about their customers or the investment their customers make in their technology. They just want your money, more money. My Galaxy Note 10.1 is less than 10 months old but I cannot fully use it because I am stuck on an outdated operating system. I have called Customer support no less than 10 times asking when the KitKat 4.4.4. OS will be release for my device and today I was told it may not be. Why? Because Samsung is so busy pushing out new $500.00 devices to new customers they fail to keep current customers updated.

Now if this were the worst, it would be digestible. But when I ask how much of a trade in value they will give me for my less than 10 month old device, in perfect condition, I am told $40.00! Really? It sounds like they just want my (your) money! Beware with your money if you are considering Samsung as your technology device provider. I will post this on every website I find to warn everyone of the horrible customer service I have received by a company that is collecting big American dollars. Thank you very much.

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Samsung Electronics Rating:
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1.4 out of 5, based on 31 ratings and
101 reviews & complaints.
Contact Information:
Samsung Electronics
105 Challenger Rd
Ridgefield Park, NJ 07660
201-229-4000 (ph)
201-229-4110 (fax)
www.sosimple.com
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