Samsung Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Samsung customer service, archive #3. It includes a selection of 20 issue(s) reported June 21, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Subject: Trade-In Program Concerns Content: I bought a Galaxy S8 from Samsung on February 8, [redacted], with Order ID SEJKRX0RO, and traded in a perfectly working S7. I received an email four months later claiming the display of the device was damaged or not functioning, which is incorrect. I attached a picture of the phone displaying no issues. I am not satisfied with this resolution and request the full $[redacted] credit returned to my account or the phone returned to me. My number is [redacted]. I have had three issues in the past month, including problems with my Note 8 not turning on twice. The order number is D66TK204U. I expect a response within 24 hours, or I will escalate my concerns to the Better Business Bureau, the Attorney General's Office, and contact Samsung Finance to dispute the charges. Thank you.
Reported by GetHuman-dannysim on Thursday, June 21, 2018 1:59 AM
I purchased a Samsung RF26J7500SR refrigerator on July 12, [redacted]. Unfortunately, the ice dispenser requires defrosting every few weeks. Recently, on the weekend of June 9, [redacted], the refrigerator stopped cooling and was making a loud noise before completely shutting down. A technician came out on June 11, [redacted], and discovered that it was frozen behind the dual cooling system. After defrosting the coils, it worked again. However, 10 days later on June 21, [redacted], the same issue occurred, resulting in food loss once more. I am extremely disappointed and frustrated with this appliance that is not even two years old. I would like a refund and reimbursement for the recent service call.
Reported by GetHuman809382 on Friday, June 22, 2018 4:26 AM
I came across a flyer advertising one of your 4K TVs, specifically the MU6100 58-inch model. After confirming the model number and reading positive online reviews, I decided to purchase the TV. Upon unpacking it, I noticed that the screen was severely smashed despite the packaging looking intact. When I tried to return it, I was told that the box couldn't be cut, which incited frustration. After a heated discussion at the store, they reluctantly exchanged the TV for me. I would like to bring to your attention the discrepancy between the store's return policy and the actual practice. I hope you can clarify this matter with them and ensure that customers in similar situations are not misled. Thank you for addressing this issue. - Cal Barnes
Reported by GetHuman-neatstop on Saturday, June 23, 2018 3:40 PM
On 4/16/[redacted], I bought a 28" Samsung Smart TV (UN28M4500AF) from Best Buy #[redacted] in Hoover, Alabama. On 06/21/[redacted], while watching TV from my bed, the picture suddenly went out, and a spider web-like pattern appeared on the screen. I returned the TV to Best Buy and explained what had happened. Even though I was far from the TV when the issue occurred, the Operations Manager, Peter, claimed it was due to an impact on the screen. Despite showing no scratches or damage, Peter mentioned that the TV was not covered by the warranty and couldn't be sent for repairs. I then discovered the TV model I purchased was discontinued, and the closest alternative was an LG 28LJ400B-PU without Smart features, for $99.00. Feeling compelled, I bought the LG TV along with an extended warranty for $14.00. I believe I should have received a replacement TV with the same features at no extra cost, as the issue appeared to be internal and beyond my control. I am requesting a reimbursement of $[redacted].59 for the price difference. Thank you for your attention to this matter.
Reported by GetHuman813783 on Saturday, June 23, 2018 5:37 PM
I purchased a Samsung refrigerator with an ice maker that does not work. I have been trying to schedule a technician visit, but keep receiving conflicting information about the time frame. I learned that the refrigerator's price dropped significantly shortly after my purchase. I want to exchange it for another model due to my dissatisfaction with Samsung's service department. A technician claimed to have visited my house, but I never received a call to schedule it. I am extremely disappointed with Samsung's service. Thank you.
Reported by GetHuman816156 on Sunday, June 24, 2018 6:55 PM
I bought a Samsung WA400P JHDWR Washer and matching dryer on 7/11/13 from Lowe's Home Center, Inc in Garner, NC. Both items also came with a 4-year major appliance extended warranty. Recently, my washer started repeating the rinse/spin cycle, and I learned about a recall on it. Unfortunately, my warranty doesn't cover the repair due to the recall. The recall support center informed me that there's no local service available to fix the issue, offering only a $31 rebate as a resolution. This is unacceptable to me. Even a family member in another city faced the same problem with her washer and got a similar response. I believe Samsung's handling of this situation is inadequate, especially considering the inconvenience and costs I've incurred by going to a laundromat. I'm extremely frustrated and disappointed. I am certain that I won't buy Samsung products again and will share my negative experience with others who may consider purchasing from them.
Reported by GetHuman818001 on Monday, June 25, 2018 2:06 PM
I own a Galaxy S8+ that was advertised as waterproof/resistant. I recently took an underwater video for only 30 seconds, and now my screen is black. I visited T-Mobile, where I was informed that the device has water damage. I find it concerning that a device marketed as water-resistant could suffer water damage under such minimal exposure. The fact that my phone is in pristine condition makes this situation even more frustrating. T-Mobile is requesting $[redacted].00 for repairs, but I firmly believe that I should not be charged if the device did not perform as advertised. I have been a loyal customer, owning products like a soundbar and a 65-inch curved TV, but how this situation is handled will determine my future purchases from your company. I trust that you will uphold the standards you set for customer satisfaction.
Reported by GetHuman-hectoral on Monday, June 25, 2018 4:59 PM
I purchased a phone on June 1st but had to return it on June 6th as it kept cutting off and wouldn't turn back on. This is the third phone this has happened to me within a month, and I am extremely frustrated and upset. I feel the need to complain about the poor service I have received from the Samsung Galaxy 3. If the company knew the phones were faulty, they should not have sold them to customers like me. It's unfair to spend money on a product only to have to keep returning it for repairs or complaints. I would appreciate it if someone could contact me as soon as possible at [redacted], as this is my only means of communication. My name is Linda Reed.
Reported by GetHuman-locreed on Monday, June 25, 2018 5:25 PM
My daughter purchased a refurbished Samsung Galaxy S6 for me as a Mother's Day gift around May 5th, [redacted]. Unfortunately, the phone turned out to be defective, with a blown speaker, a charger port that was damaged, and a battery that couldn't hold a charge. Despite multiple attempts to address the issue with the refurbished phone company, they were unhelpful and denied my claim, claiming the warranty had expired, even though it had only been 1 and a half months since the purchase. They even attempted to accuse me of damaging the screen, which was not the issue. This whole situation has been incredibly frustrating, especially considering my recent health struggles. I just want a working phone without all this unnecessary stress and difficulty.
Reported by GetHuman820222 on Monday, June 25, 2018 10:29 PM
I have been waiting for 20 weeks for my refund. Initially, I was informed it would be $[redacted], but now they are saying it's only $[redacted]. After spending 2 hours on the phone, I've been told to wait another 8-12 weeks, which is frustrating. When my appliances arrived, two out of the four were broken, and I had to order food for my family of 8 for two weeks, resulting in high costs. The supervisor I spoke to, ID number TM013, was unhelpful, asking me to wait 72 hours multiple times without any resolution. I am extremely dissatisfied with Samsung and doubt I will purchase from them again. I hope to receive a prompt and more satisfactory response this time. Thank you.
Reported by GetHuman-newsonka on Tuesday, June 26, 2018 11:07 PM
I've been a loyal Samsung customer for years, owning every Galaxy phone up to the S7 edge without issues until now. Since the repair, my phone overheats making it difficult to use, affects app performance, and doesn't hold a charge. Despite contacting live chat and the head office, the problems persist even after parts were replaced. The storage reduced from 64GB to 32GB, the phone became locked to EE, and the EMEI number changed, causing confusion and frustration. As a dedicated customer who relies on my phone, especially during my father's illness, I urgently need a resolution. The lack of a functional device and the poor service experience have been distressing. I hope for a final solution and support from Samsung to address these ongoing issues promptly.
Reported by GetHuman-pureblis on Thursday, June 28, 2018 1:07 AM
I bought a 65" QLED TV on May 26, [redacted], which was delivered and installed on June 4. Unfortunately, the TV stopped working on June 26 with no power or light. Dealing with technical support to fix the TV has been a huge challenge. Initially, they suggested sending a new One Connect cord before potentially scheduling a service call, which could take up to 2 weeks. I tested the TV by plugging it directly into the wall to rule out the cord being the issue. After informing technical support of the test result, we proceeded to schedule a service call. The repair company later required us to unmount the TV before the technician's visit, which seemed odd considering we were not professionals and had initially hired someone to install it. The repair company's requirement to sign a waiver if anything went wrong during the unmounting added to the frustration. I contacted the installation company, and they quoted a fee for unmounting and remounting the TV, creating more inconvenience for a TV that was only 3 weeks old. Dealing with these issues after spending $[redacted] has been disappointing.
Reported by GetHuman-vsmccall on Friday, June 29, 2018 2:14 AM
My Samsung Galaxy Note 8 had a camera issue, and I followed Samsung's instructions to send it in for repair. Despite getting the camera fixed and receiving the phone back after 2 1/2 weeks, I discovered a problem when it got wet at a family barbecue. The phone retained water and the camera lens had water inside. I contacted Samsung, explained the situation, and they promptly provided me with an overnight FedEx shipping label for another repair attempt. Unfortunately, the service center found water corrosion on the motherboard, and the device couldn't be economically fixed. The phone, less than five months old and well within the warranty period, developed this issue only after Samsung's repair. I've spoken to a representative who is initiating a request to reverse the previous decision for an economical repair. I hope this process leads to a complete repair, as the problem occurred post-Samsung's initial repair.
Reported by GetHuman831722 on Friday, June 29, 2018 2:43 AM
Ticket #[redacted] I am experiencing issues with my Samsung refrigerator, specifically with the condenser, which is covered under warranty. Despite multiple unsuccessful repairs, Samsung has decided to compensate me with a store credit equivalent to my [redacted] purchase. However, the credit is limited to Lowe's, where the original purchase was made. The earliest delivery date Lowe's can offer is around a month from now, while Home Depot could install it as soon as Tuesday. I am eager to have Samsung redirect the credit to Home Depot for a faster replacement delivery within two weeks and arrange for the removal of the faulty unit. The frustrating delay is making daily life without a refrigerator quite challenging.
Reported by GetHuman834776 on Friday, June 29, 2018 9:05 PM
I purchased a Samsung Galaxy Max phone two months ago. Since then, it has been constantly causing issues. It doesn't work properly any day; when I try to use it, the phone shuts down on its own, and the touch stops working. Even after showing it to the service center and explaining all the problems, they kept it for two days but the issues were not resolved. I feel stuck with this company's phone. I have complained several times, but there has been no solution. Now, I will have to post about the phone's deficiencies on the internet so others don't get trapped. If my concerns are not addressed in a few days or my phone is not replaced, I will have to take this step. I am frustrated, and I hope no one else has to go through this. (Vipin Srivastav, Surat, Gujarat - [redacted])
Reported by GetHuman-vipinsri on Sunday, July 1, 2018 5:22 PM
Hello, I'm Rose Maley. I bought two different blu-ray players - the first with a sound system, lasting only a year before malfunctioning, and the second one without the system, which also failed quickly. Although I usually trust Samsung products and even have Samsung appliances, the disappointing experience with the blu-ray players made us switch to a different brand. We used to shop at HH Gregg, but since they are no longer in business, we had to purchase a new player hastily, ensuring it wasn't Samsung. While we never had issues with our Samsung TVs, phones, or washer and dryer, the blu-ray players' poor performance has made us rethink our future purchases. It's understandable for one device to be faulty, but having two fail within two years suggests the need for more durable products in the market.
Reported by GetHuman-blushing on Monday, July 2, 2018 7:37 PM
I had a terrible service experience with Samsung India regarding my washing machine model WF600B0BTWQ purchased from APPASONS ELECTRONICS, VATAKARA, KERALA on 27/11/[redacted]. I registered a complaint on 14/05/[redacted] about the door issue, service order [redacted]. The technician diagnosed it needing a door hinge replacement, but even after multiple attempts, the problem persisted. A new service ID [redacted] was issued on 25/05/[redacted]. On June 14th, the technician replaced the hinges but then claimed the door was also faulty, probably due to his error, suggesting a complete door replacement. However, no progress was made even after 7 days. Another service ID [redacted] was created on 02/07/[redacted]. Despite having a 3-year warranty for the machine and a 10-year warranty for the motor, I faced continuous delays and unsatisfactory service. This experience has led me to decide not to purchase Samsung products in the future due to the poor service and lack of parts availability.
Reported by GetHuman-mknedhee on Wednesday, July 4, 2018 9:01 PM
I sent a Samsung 8+ for repair and was advised by the agent not to include any accessories. Despite mentioning I had a screensaver on the phone, they assured me it would be fine to leave it on. However, when I received my repaired phone, the screensaver was missing. After contacting a supervisor, they apologized and promised to send the screensaver. It has been more than three weeks, and I have not received anything. Each week when I call, I am informed that they are still working on it. During my recent call, the agent initially hesitated to assist me and reluctantly transferred me to a supervisor. The supervisor claimed that a previous supervisor should not have promised something they couldn't deliver. I explained the importance of the screensaver, but no resolution was reached. I am seeking assistance regarding this matter. Thank you. Case number: [redacted].
Reported by GetHuman853514 on Friday, July 6, 2018 12:49 AM
I bought a French door refrigerator in June [redacted]. The ice maker was replaced in November [redacted] and again in March [redacted]. Unfortunately, it has stopped working again. Despite multiple calls and assurances from Samsung, the issue remains unresolved. I requested a refund of $[redacted], but was informed that Samsung has a no refund policy. Instead, they offered to deliver a new refrigerator with the same ice maker design. I believe I shouldn't have to accept a faulty appliance. Although a model with a different ice maker is available, I was told I must stick to the same style I currently have. This experience with Samsung has been incredibly frustrating, and I simply want a refund.
Reported by GetHuman841867 on Friday, July 6, 2018 4:53 PM
Dear Samsung, I am very disappointed with your product. Three years ago, I invested $[redacted] in a Samsung refrigerator hoping for the best. This was a significant amount for me, but I believed it was worth it for a reliable appliance that would serve me well for years. I even purchased an extended warranty, although I initially doubted its necessity for a high-quality product like this. Unfortunately, just one month after the extended warranty expired, my refrigerator stopped cooling. The freezer still works, but the main fridge does not cool. I am unable to afford the repair costs, and I had higher expectations from Samsung. I simply needed to express my frustration.
Reported by GetHuman-prunela on Monday, July 9, 2018 5:15 AM

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