Samsung Customer Service Issues

Archive 4

The following are issues that customers reported to GetHuman about Samsung customer service, archive #4. It includes a selection of 20 issue(s) reported July 9, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Good morning, My husband bought a Samsung gas range from Home Depot. It was delivered on May 19th, and unfortunately, we found it damaged the next day. Despite numerous attempts, we have been unable to have it replaced. There seems to be miscommunication between Home Depot, Samsung, and the delivery company, each pointing fingers at the other for not taking responsibility. Multiple promised replacement dates have come and gone without any resolution. Home Depot claims we can't return it, the delivery company says they need Samsung's approval, and Samsung seems unable to coordinate the pick-up. We have had the damaged range for nearly two months now, and we are considering seeking legal advice and involving the BBB. We hope for a speedy resolution to this frustrating situation. Thank you, Ferdinand and Maria V.
Reported by GetHuman-queenvel on Monday, July 9, 2018 1:44 PM
In December [redacted], I purchased a Samsung refrigerator model RF263BEAESR/AA. Since the beginning, the ice maker has only produced frosted chunks of ice instead of actual cubes, despite multiple repair attempts including part replacements and a full ice maker replacement. Additionally, water leakage issues persist, leading to puddles under the pantry tray crisper drawer. Coils were replaced to resolve the freezing up problem, but the leaking has recurred. Unfortunately, when seeking further service, I was informed my warranty had expired, and I would have to bear the costs. Despite the ongoing issues from the start and numerous service calls, Samsung customer service has been unhelpful, as experienced with supervisor Witner (id#[redacted]). I am frustrated with the malfunctioning refrigerator and the lack of accountability from Samsung as there are numerous complaints about the same problems online. I request Samsung address and resolve these persisting issues at their expense as I expected the product to function properly when purchased. Disappointed in both the product and the customer service provided. Thank you for looking into this matter. Mary F.
Reported by GetHuman-mefregos on Monday, July 9, 2018 5:30 PM
I own a Samsung 65-inch curved TV from the [redacted] series, a Samsung Radiant speaker, and a Samsung curved soundbar HW, but I encountered an issue with syncing them properly to avoid lag. Last year, it took around two and a half hours for a representative to remotely access my TV to address this. Unfortunately, the problem recurred, and despite spending nearly four hours speaking with supervisors at Samsung's technical department, the sync issue remains unresolved. I typically only purchase Samsung products, and I had plans to expand my setup with a Samsung ArtPC Pulse and an additional Samsung Radiant speaker for my home theater and recording studio. However, due to these ongoing problems, I am now reconsidering further purchases. I have attempted to contact corporate via email with no response. I have invested almost $3,[redacted] in Samsung products and would reconsider future purchases if this issue isn't resolved, even contemplating sharing my experience with friends and family. You can reach me at [redacted]. I hope Samsung can address this matter promptly and consider compensating me for the inconvenience. Thank you.
Reported by GetHuman-tysen on Tuesday, July 10, 2018 3:00 PM
My wife and I purchased a new Samsung washer and dryer on June 4th, [redacted], but they were not delivered until June 12th, [redacted]. Unfortunately, the washing machine has not been working properly since day one. Despite being told by the service department that they would not repair it due to it being in our salon, we had a technician confirm it has a broken part. There was no mention during our purchase that the location would affect the warranty. We have reached out to JCPenney, where we bought the appliances and a 5-year extended warranty, to assist in resolving this issue. We have been loyal Samsung customers with multiple products and hope corporate can address this matter without legal involvement. My name is Gerald Lowery, and you can reach me at [redacted] [redacted] 3 5 6 3. Thank you.
Reported by GetHuman867434 on Tuesday, July 10, 2018 6:33 PM
I have been a loyal Samsung customer for years, owning various Samsung products. Recently, I encountered an issue with a chargeback of $[redacted] on a phone trade-in I did in January. Samsung claimed there was a crack found on the phone's casing beyond normal wear and tear, but I disagree. The phone was well-maintained and used until I sent it for trade-in. I am frustrated that my money was taken without returning the original phone. I demand a refund as my phone was in good condition. If Samsung's standards were not met, they should have addressed it upon receiving the device. This situation is unfair, especially six months later. If the matter is not resolved, I will escalate it to the Better Business Bureau and share my experience on social media. Sandor G.
Reported by GetHuman-sandorg on Wednesday, July 11, 2018 6:24 PM
I bought a Samsung TV with an extended warranty. The TV was repaired once but had the same issue the second time. Samsung contacted me and said it wasn't worth fixing the TV again. They promised a $[redacted] refund, but it hasn't arrived yet, even after confirming my address. When I followed up, they claimed they had no record of my extended warranty. I'm frustrated by this situation. My contact number is [redacted].
Reported by GetHuman-kittymot on Thursday, July 12, 2018 5:51 PM
I've been experiencing continuous issues with my Samsung washer and electric/gas dryer. The constant problems have been a major inconvenience, especially with kids in the house. Waiting for repairs each time it breaks down, and having to pay for them, has been frustrating. Previously, we had a reliable washer and dryer set that lasted seven years without any issues. Upgrading to the Samsung appliances has been regrettable. The uncertainty of whether the machines will work properly is causing a lot of stress. Dealing with a malfunctioning dryer for the fourth time now, having to wait a week to do laundry is unacceptable. It's disheartening to have such expensive products consistently fail, especially when they are essential for a family's daily needs. I hope these recurring problems can be resolved soon.
Reported by GetHuman-moontequ on Thursday, July 12, 2018 10:05 PM
I have three Samsung Galaxy J7 Prime phones that have been giving me trouble, and despite reaching out for assistance multiple times, I am disappointed with the lack of response. The phones were sent in for repairs but came back even more dysfunctional. These phones are crucial for my three kids in case of emergencies, but they frequently shut off, exit apps on their own, freeze, and have screen blackouts. I am unsure of what steps to take next and urgently need assistance and explanations. My request is simple, I would like to have these faulty phones replaced with new ones. It seems like these models have a history of various issues, and I am frustrated with the trouble caused by this well-known company. I hope to hear back soon with a resolution.
Reported by GetHuman-djaghab on Saturday, July 14, 2018 11:02 PM
Over the past year, I have experienced phone hacking and had my hard drive stolen, leading to someone being imprisoned for privacy invasion. Despite this, the issues persist, and AT&T, my internet and phone provider, has not offered any assistance. Consequently, I have faced fraudulent charges totaling over $[redacted] from my bank. The ongoing situation has caused considerable distress as I continue to discover Samsung cloud accounts linked to my name. Despite reaching out to Samsung for help, I have not received any assistance. I am eager to resolve these issues and potentially regain access to the cloud accounts to recover vital baby photos of my children, lost when my hard drive was stolen. The situation has impacted my job as a single mother working for the DOD, resulting in losing my security clearance indefinitely. I am desperate to reclaim control of my life and security. Your support in this matter would be greatly appreciated. Thank you, Jamie Wright.
Reported by GetHuman-jenchs on Sunday, July 15, 2018 5:36 AM
This is my third Galaxy phone. The first two had numerous problems, giving me headaches with their refurbished replacements. This phone is just over a month old and is experiencing camera issues despite always being protected in a Zagg shield and Otterbox. After attempts from both Samsung and Verizon to troubleshoot, I have been sent another refurbished phone. I am requesting an exchange for a brand-new phone due to the recurring issues. I am not comfortable sending my device with personal data elsewhere. Samsung is aware of the camera problem with these phones and should provide better customer service by offering a new device. Please consider exchanging my phone to ensure customer satisfaction. Sincerely, K. Izumi
Reported by GetHuman-karenizu on Monday, July 16, 2018 2:45 PM
I purchased a Samsung Washer and Dryer back in [redacted], expecting high quality from a supposedly "high end" brand. Unfortunately, my dryer, Model number DV331AEW/XAA, recently developed a big V cut in the drum, damaging clothes. Despite my efforts to explain the issue to a representative, I was informed that a service agent would need to be paid for. Due to financial constraints, I cannot afford to replace the expensive 6-year-old dryer on my disability and retirement checks. Given our loyalty to Samsung products, this incident has left me reconsidering sticking solely to this brand. I hope for a resolution to my dryer dilemma in this challenging time. Thank you for any assistance you can provide. Best regards, S.H.
Reported by GetHuman894286 on Wednesday, July 18, 2018 7:46 PM
In March, I placed an order for $[redacted] worth of Samsung appliances through Home Depot. Recently, Samsung informed me that the washer I purchased was no longer available and offered to replace it with a different model at no extra cost. When I asked if the dryer would also be changed to match, I was initially told yes, but later found out only the washer was being swapped. I spoke with Ida, a supervisor, who agreed that maintaining a set was important and advised me to refuse both for a resolution. After further communication, I was informed that both the washer and dryer orders were canceled, and I would need to reorder a new set at a higher price. Feeling misled, I am considering reporting this to the BBB for what seems like a "bait and switch" tactic. I believe that to resolve this situation, Samsung should provide me with a comparable washer and dryer set at the original price I paid.
Reported by GetHuman-chartsf on Thursday, July 19, 2018 3:50 PM
I am experiencing difficulty connecting my Samsung Nook, Model #SM-T230NU, to Wi-Fi since switching from Comcast to AT&T. The Nook displays the correct Wi-Fi password from AT&T, but when I enter it, the screen reverts with the word "unchanged" in the "Enter Password" box. I have tried various passwords including my email, Samsung, and AT&T without success. The Wi-Fi setting on the Nook oddly shows xfinitywifi as 'connected,' yet I receive a message stating "There is no network connection right now" when trying to access YouTube. Can you share any tips or solutions for this issue? Thank you.
Reported by GetHuman-jlstarr on Saturday, July 21, 2018 9:57 PM
I'm Candace J., and my Galaxy S7 Active was sent for repair on May 28th. Today is July 24th, and my phone has not been returned to me. I was promised it would be next-day aired back to me, yet the last update I received was last Wednesday when I had to follow up. The representative mentioned the phone would be overnighted to me, which turned out to be untrue as I later received an email on the 21st stating the tech had just received my phone. This prolonged delay of two months without my phone is causing significant inconvenience, especially as a single mom managing two phone bills while needing a phone for my child. Despite my efforts to seek assistance, I have encountered a lack of transparency, accountability, and resolution from your team. I have reached out to the BBB to address this ongoing issue, as the lack of progress and communication on resolving the matter is beyond frustrating.
Reported by GetHuman914275 on Wednesday, July 25, 2018 1:01 AM
I own a Samsung dishwasher with model number DW7933LRAWW and serial number Y46TG9MD500916Z. Buttons 1-2-4 are blinking, and a repair person visited on 7/11, claiming the dishwasher was working fine without any repairs. The next day, he mentioned Samsung advised I was using too much soap. Despite reducing the soap usage and running the dishwasher thrice, the same buttons keep blinking. I scheduled another repair for 7/26, which got canceled without notice. Apparently, Lowe's canceled due to soap usage. I find it puzzling how the repairman didn't fix the issue but claimed it was resolved. This recurring problem is frustrating, especially for a two-person household like ours with minimal dishwashing needs. Last year, a similar issue occurred, and the repair involved using oil and vinegar, providing only temporary relief. I need a reliable solution as it defeats the purpose of owning a dishwasher if it malfunctions every few uses, causing inconvenience with repeated loading and unloading.
Reported by GetHuman-chark on Thursday, July 26, 2018 3:36 PM
My Samsung TV malfunctioned after just 6 months of use. The Samsung service team promptly replaced it. However, another 6 months went by, and the new TV began developing screen issues with vertical lines on the left side. I've been in touch with Samsung customer service for about 4-5 months. Despite assurances of callbacks or emails, none have been received. Originally promised a Q8C model, I pointed out that I own Samsung's top model and questioned why I should settle for a lower one when the Q9C, priced lower than my original purchase, exists. Although assured of receiving the Q9C by a supervisor, I was then informed it would take 3 weeks to order, despite its availability at major retailers. After finding out my case was closed, a new case was opened on July 23, [redacted], with a promise of an email in 24-48 hours, which I never received. Despite assurances of escalation by the case manager on 7/26/18, I expressed my disappointment with the repeated promises and lack of action. All I want is a TV that works properly after dealing with this issue for months. Waiting for a resolution after spending over $[redacted] has been frustrating, especially with the ridicule from friends and family due to the TV's malfunction and the prolonged replacement process, making me question Samsung's service standards.
Reported by GetHuman919324 on Thursday, July 26, 2018 4:40 PM
I have purchased all my appliances, but I am having difficulties getting them delivered to me. Despite calling multiple times daily over the past few days, I have not received any assistance. Each person I speak to directs me to call a different number, making this customer service experience highly unsatisfactory. The lack of care from the representatives is disappointing. I have decided to cancel my order worth approximately $6,[redacted]. My interactions with Samsung and Home Depot's Appliance departments have been disheartening. It is evident that there is a significant gap in delivering products and assisting customers effectively. I used to admire Samsung for their good products, but the delivery failures and customer service shortcomings have made me reconsider future purchases and recommendations. Unless this issue is promptly resolved, my stance will remain the same.
Reported by GetHuman-perezjef on Thursday, July 26, 2018 7:43 PM
I had a terrible experience with their customer service. I purchased products online using my financing account, expecting them to be shipped within two days. However, it's now the third day and my order is still under review. I contacted customer service for three days, but each agent put me on hold indefinitely and returned with no resolution, claiming they didn't know the issue. Despite requesting to speak to a supervisor, I was repeatedly put on hold and told they were all busy. During my most recent call, the agent insisted on having my information before transferring me to a supervisor, which I declined. After a frustrating exchange, he abruptly hung up on me. The supervisors should prioritize assisting customers rather than making it difficult to speak with them. This experience has led me to reconsider my loyalty to Samsung after being their customer for years. I intend to share my negative encounter on social media to inform others about the poor customer service at Samsung.
Reported by GetHuman920990 on Friday, July 27, 2018 12:13 AM
My Galaxy S8, which is only 11 months old, started experiencing screen burn-in just 5 days out of warranty. Support suggested I go to a ubreakifix, but for an $[redacted] phone, I find this issue unacceptable. A quick internet search will reveal many others facing the same problem with the Galaxy S8. Even on the community pages, there are numerous customers reporting this issue. Thanks to my cell provider, I am moving on from the S8 to an S9, hoping to avoid the screen burn-in problem. I wanted to highlight this issue, as support only provided generic advice without a real resolution. As a 27-year support veteran, I believe in listening to customers to enhance product quality and reduce frustrations. A flagship phone like the $[redacted] Galaxy S8 should not have screen burn-in problems. Just to note, I own several Samsung products including a 50" plasma TV, S8 (soon S9), Fit 2, wireless dock/charger, and uFlex headphones.
Reported by GetHuman-rkleb on Friday, July 27, 2018 1:52 AM
Regarding ticket number [redacted], named Fred Lawler from Kenosha, WI, and phone number [redacted], I have been experiencing ongoing issues with my clothes washer since July 3, [redacted]. Despite numerous repair visits, lengthy repair times, and unfulfilled promises of callbacks and resolutions from Samsung's customer service, my concerns remain unaddressed. I have reached out to Samsung multiple times with no satisfactory outcome. As a loyal customer with Samsung products in my household, the lack of support and resolution has led me to purchase a different brand for my new washing machine. Unless Samsung rectifies this situation promptly, I will no longer be purchasing any Samsung devices or appliances and will advise others to do the same due to the inadequate support received.
Reported by GetHuman-lawlerfr on Tuesday, July 31, 2018 12:58 PM

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