Complaints

This profile includes complaints for Samsung Electronics America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Samsung Electronics America Inc.

  85 Challenger Rd Fl 7 Ridgefield Pk, NJ 07660-2118

  
• 

  Samsung Electronics America Inc.

  40 Seaview Dr Secaucus, NJ 07094

  
• 

  Samsung Electronics America Inc.

  356 Center Point Blvd. North Augusta, SC 29861

• 

  Samsung Electronics

  169 Progress Dr Manchester, CT 06042

• 

  Samsung

  18600 S Broadwick St Compton, CA 90220-6498

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ice Maker freezes up and Samsung had a long history of repairs to this and other models

  Business Response

  Date: 05/29/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******* complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. ****** on 5/16/25 to discuss the case. Our records further show Mr. ****** informed the agent the refrigerator was defrosted and is now working properly. Please be advised Mr. ****** is not the original owner of the refrigerator and Samsung's warranty does not carry over to the new owner of the unit. In addition, the refrigerator is over 7 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; any out-of-warranty repairs are the owners responsibility. Regrettably, there are no accommodations for this claim. If Mr. ****** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 05/29/2025

  
  Complaint: 23332826
  
  I am rejecting this response because:These refrigerator models were involved in a class action suit that was settled I did not know of this suit and was not a part of the settlement but i believe this was a major manufacturer defect that was just settled to the ones that enlisted I believe Samsung should replace my ice machine
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 05/30/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. ****** complaint, Samsung believes in building quality products, and we apologize for not meeting his expectations.  However, as state in our initial response, Mr. ****** is not the original owner of the refrigerator.  Unfortunately, Samsung's warranty does not carry over to the new owner of the refrigerator and as such, does not qualify for any accommodations.  Please be advised that Mr. ******* refrigerator is over 7 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for any accommodations; the cost of any out-of-warranty repairs would be at his expense.  Samsung's decision related to Mr. ******* refrigerator remains the same.  Regrettably, outside of setting up an out-of- warranty repair, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc. 

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Samsung in regards to my fridge making noises, I was given a ticket number (**********) in turn my ticket was sent to Cone Appliances. Cone sent a text message and I set an appointment up for a tech to come and look at the fridge. The tech came Friday, May 9th he found the issue, took pictures and informed me he had to ***ort the issue to Samsung to move forward. Samsung sent me a text on Monday, May 12th stating the part was being ordered. Monday, May 12th in the afternoon I received a text from Cone Appliances that they would be at my home on Thursday, May 15th from 11-3. I immediately called to ask for another time as I would not be home after 12:30 that day. I was told by a very nasty woman that there was no other time and it's too bad as Samsung's policy is to have all ticket wrapped up within 7 days. I called Samsung right after and spoke with a *** who informed me that this is not true and someone will call me within 48 hours to schedule a new time/day. I received a text from Samsung again on Wednesday, May 14th stating my part was being ordered which I found odd. Today, May 15th I received the same text from Samsung and within 30 mins I received a text from Cone Appliances that they would arrive today as well. I called Samsung back, the *** was not helpful therefore I asked for a manager who told me he would put me on with their ************************* who that individual told me he is the wrong department. I am now waiting on someone to call me however Samsung has horrible, unknowledgeable service along with a third-party vendor who is clueless. I need the fridge fixed and would like assistance in getting this done. This is the second issue within the year I have had with them. They are awful with their customers and lack of their own policies and knowledge of the company. It's a disgrace!

  Business Response

  Date: 06/02/2025

  Thank you for contacting Samsung Electronics America, Inc.We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******* complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim corresponded with Mr. ****** via SMS and email to discuss the case. Our records further show an agent from our Refunds team offered Mr. ****** a full refund for the refrigerator and he accepted the offer. The agent submitted a refund request of $3,840.00 in the form of an eCoupon for approval.  Once approved, ********* should receive the ******* refund code via email/SMS message. 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

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Samsung Washer Model DVE45A6400V/A3 Will *** Turn On To Whom It May Concern:I am writing to formally file a complaint against Samsung regarding a washer I purchased that has suddenly stopped working.The washer, Model DVE45A6400V/A3, was purchased in May 2021 from Best Buy for $487.99, and has been used under normal residential conditions. On April 13, 2025, the machine suddenly stopped working and now will not turn on at all. Despite verifying the power supply and following all recommended troubleshooting steps in the user manual and on *********************** website, the washer remains completely unresponsive.I contacted Samsung customer support and received limited assistance. I was either redirected multiple times or told I would need to pay out of pocket for repairs, despite the unit being relatively new and properly maintained.This issue is especially disruptive as we are currently potty training a toddler, and access to a functioning washer is essential during this time. The added stress and inconvenience have significantly impacted our daily routine.A brand new washer should last well beyond four years, especially when properly maintained and used under normal conditions. My wife and I are avid Samsung users, having purchased multiple Samsung products over the years, but this experience has definitely put a bad taste in our mouth and caused us to reconsider future purchases from the ******* am requesting a fair resolutionideally a free repair, replacement unit, or a partial refund.I appreciate the Better Business Bureaus assistance in helping resolve this matter.Sincerely,*. *******

  Business Response

  Date: 05/29/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******** complaint related to his Samsung washer. Our records show the agent assigned to the claim spoke with Mr. ******* as well as corresponded with him via email to discuss the case. Our records further show the agent offered Mr. ******* repair with parts coverage only, advising him he would only be responsible for the cost of labor and he accepted the offer. The agent submitted a service request and a Samsung authorized servicer contacted Mr. ******* to schedule the repair. If Mr. ******* 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 inconveniences our customer may have experienced with this case.

• Initial Complaint

  Date:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a refrigerator that has a known issue with the icemaker freezing and halting the components from working. Samsung as of right now will not help as I am out of warranty. And they claim there are no reports of issues. But there are thousands of people that have had these issues.

  Business Response

  Date: 05/29/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******* complaint related to his Samsung refrigerator. Our records show the agent assigned to the claim spoke with Mr. ****** as well as corresponded with him via email to discuss the case. Our records further show that the agent offered Mr. ****** a free-of-charge repair and he accepted the offer. The agent submitted a service request and a Samsung authorized servicer contacted Mr. ****** to schedule the repair. If Mr. ****** 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.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My icemaker and water filter system have had to be repaired on multiple occasions over the last two years. I recently called my home warranty company and say that this is part of a class action lawsuit which means it is no longer covered by then. I have been disappointed for the last two years and the quality of this product

  Business Response

  Date: 05/28/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******** complaint related to his Samsung refrigerator.Our records show the agent assigned to the claim spoke with Mr. ******* as well as corresponded with him via email/SMS to discuss the case. Our records further show the agent offered Mr. ******* a prorated refund of $217.52 for the unit and he accepted the offer. The agent submitted a request for approval and once approved, Mr. ******* should receive a link from ******** requesting he selects his preferred payment method to retrieve the funds. If Mr. ******* 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 inconveniences our customer may have experienced with this case.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Defective Samsung Galaxy Z Flip6 and Denial of Responsibility I am filing this complaint against Samsung Electronics America regarding a serious defect in the Galaxy Z Flip6 device. After just a short period of normal usage, a white vertical line appeared across the inner foldable screen, and soon after, the entire lower half of the screen stopped responding.This issue occurred without any drop, impact, or misuse. The phone was always protected, and the shipping box arrived in perfect condition. This clearly indicates an internal manufacturing defect, not shipping damage or user error.I contacted ********************** support expecting assistance under warranty, but they denied responsibility, claiming that the package showed no external damage. This response is unacceptable and shows a complete lack of accountability. Moreover, this is a well-documented issue that has affected many Galaxy Z Flip6 users, as reported widely in forums and social media.Samsungs refusal to repair or replace the device under warranty demonstrates negligence in customer support and a failure in quality control. I am seeking a free repair or device replacement, and for this complaint to be recorded as part of a broader pattern of product defects.If unresolved, I intend to escalate this to other consumer protection bodies, take legal action if needed, and publicly discourage others from purchasing Samsung products.

  Business Response

  Date: 05/29/2025

  Thank you for contacting Samsung Electronics America, ****  We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** complaint related to his Samsung Galaxy Z Flip6 phone.  Our records show the agent assigned to the claim spoke with Mr. ***** to discuss the case. Our records further show the agent offered Mr. ***** a free-of-charge mail-in repair and he accepted the offer. The agent submitted a service request and offered to reimburse Mr. ***** for shipping expenses.If Mr. ***** 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 inconveniences our customer may have experienced with this case.

  Customer Answer

  Date: 05/29/2025

  [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

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I downloaded the newest system update and now I can't use my phone. The designer is a moron.I'm a Human Factors Psychologist and this and an expert in design factors to best suit and ************ have taken away the message option from the phone app. This just makes dealing with communication even harder.Your "high contrast" just makes things harder to read. My text font now has a white stroke around the black text on the yellow background. Black contrasts best against either yellow or white. White against yellow is very low contrast. So now the black section is reduced and the outlines of every digit are ******** notifications, (in ANY mode) are a combination of opaque backgrounds and now transparent ones for some. What makes everything worse is that the transparent background is GRAY which is literally the LOWEST contrast to the black font. The transparency alone degrade ANY color contrast. To make matters worse the font on those notifications is so small I can't read it, despite my chosen font size...which by the way, now fails to allow a decent font size for those with any vision issues.....such as being over 50!These are just the major issues I am finding. There are many more such as the organization of settings and other menus is so POOR and NOT user friendly.I want this update off of my phone or I want a new phone, paid by you, from another company. This will be my last ************************* short: YOU HAVE MADE IT IMPOSSIBLE FOR ME TO USE MY PHONE! I can't read texts, see phone numbers, find many things and all of my former choices have been removed. Apparently, now I can no longer side swipe through my applications. This makes it near im possible to view them as I am unable, due to nerve damage to perform that swiping motion with either thumb and using another finger reduces control over the range of the swipe.Take care of this!!!!!!

  Business Response

  Date: 05/28/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ************* complaint related to her Samsung dryer.  Our records show Ms. ************* claim forwarded to our Specialty Claims Dept.for review. Our Specialty Claims team have advised a free-of-charge repair has been scheduled for 6/02/25 to repair the terminal block. Please be advised Samsungs warranty is for service and all efforts to repair a product has to be exhausted before we can offer any accommodations. Regrettably, outside of repair, there are no other accommodations for this claim. If Ms. ************ has any other concerns, please have her contact the Specialty Claims agent directly for further assistance. Thank you for contacting Samsung Electronics America,Inc.

  Customer Answer

  Date: 05/29/2025

  
  Complaint: 23330547
  
  I am rejecting this response because:

  No wonder my phone is so screwed up. Samsung can't even respond to the correct message. Thismessage is to someone else and about a dryer, not my phone. Clearly, my next phone will not be samsung.
  
  
  
  Regards,
  
  ***** ****** *****

  Business Response

  Date: 05/30/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******* complaint related to her Samsung phone.  Our records show the agent assigned to the claim spoke with Ms. ***** on 5/15/25 as well as corresponded with her via email to discuss the case.  Our records further show the agent offered to set up service for the phone, but Ms. ***** declined the offer.  The agent also advised Ms. ***** to report the issue on the Samsung Members app (for assistance with any software-related issues) and she agreed.  Regrettably, outside of setting up service for the phone, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 06/04/2025

  
  Complaint: 23330547
  
  I am rejecting this response because:
  
  

  The response form Samsung is a lie.

  
  

  "Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Ms. ******* complaint related to her Samsung phone.  Our records show the agent assigned to the claim spoke with Ms. ***** on 5/15/25 as well as corresponded with her via email to discuss the case.  Our records further show the agent offered to set up service for the phone, but Ms. ***** declined the offer.  The agent also advised Ms. ***** to report the issue on the Samsung Members app (for assistance with any software-related issues) and she agreed.  Regrettably, outside of setting up service for the phone, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc."
  

  
  

  I did not decline help. I am in the middle of fighting for my life doing chemo and trying to earn a living. I simply did not have the time that day or since to spend hundreds of hours MORE than I already had spent trying to fix this nightmare. The new software destroyed my phone and I have not been able to read anything on it since. Instead of doing something about it the solution offered was for me to search AGAIN for answers from others. WHat this means is that i will have to pay an even bigger price for THEIR poorly designed software update. 

  
  

  
  
  Regards,
  
  ***** ****** *****

  Business Response

  Date: 06/11/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Ms. ******* complaint, our records show the agent assigned to the claim spoke with her briefly on 6/10/25 as well as corresponded with her via email to discuss the case.  Our records further show the agent requested Ms. ***** provide more detailed information in order to better assist her with the phone.  Please have Ms. ***** provide the agent with the requested information at her earliest convenience in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 06/16/2025

  
  Complaint: 23330547
  
  I am rejecting this response because: I am going through chemotherapy and just have not had time. It's only been 6 days
  
  
  Regards,
  
  ***** ****** *****

  Business Response

  Date: 06/17/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has further reviewed Ms. ******* complaint related to her Samsung phone.  As stated in our initial response, Ms. ***** can report the issue on the Samsung Members app for assistance with any software-related issues she has with the phone.  However, if Ms. ***** is unable to do so, then she can provide the agent assigned to the claim with the requested information at her earliest convenience in order to provide it to the Samsung Members app team to assist her with the phone.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconveniences our customer may have experienced with this case.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Samsung Galaxy Tab S9 and opted to trade in my Galaxy Tab S7 FE for a $300 discount. The tablet was in like new condition with no defects whatsoever. I followed all the rules about deleting my data and factory resetting and signing out of all of my services. I packaged it in the box I received the new tablet in with the provided packing materials. I shipped it via ***** and it was received by Samsung on 12/13/2004. Four months later, on 4/10/2025, I received an email stating my trade in was not accepted because 'your device is not accepted by our trade in program' which didn't make sense since they obviously accepted it. I requested my trade in be returned, since they were going to charge me anyway I wanted my perfectly working device back. I contacted customer service via live chat and asked them to tell me why my tablet was not accepted. I was told it was a computer error and my tablet was accepted, but since I had started the return process there was nothing they could do! Today 5/14/2025 I received an email for a tracking number for my trade in return, and that not only do I need to sign for it otherwise I will lose it, but they also charged me $316.50 for the credit that I should have gotten in the first place! I request that I get the $316.50 refunded and that the trade in be re-accepted, since none of this was my fault! I feel manipulated and very taken advantage of and I will never be using Samsung products again!

  Business Response

  Date: 06/02/2025

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ****** complaint related to the trade-in with her ************************** order.eCommerce has advised the agent assigned to the claim spoke with Ms. ***** as well as corresponded with her via email to discuss the case. ********* has further advised the agent is currently assisting Ms. ***** with this issue in an attempt to resolve the matter. If Ms. ***** has any other concerns, please have her contact the ********* 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 Answer

  Date: 06/06/2025

  [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. Thanks for everything! 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a Samsung French door and have had trouble with the ice maker freezing up. It got so bad, that Samsung sent a repair person out who replaced the entire ice making unit. Lately, it has been freezing up again.The model is: RF22K9381SR/AA The Serial number is: ***************

  Business Response

  Date: 05/28/2025

  Thank you for contacting Samsung Electronics America, ****We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ******** complaint related to his Samsung refrigerator. Our records show Mr. ******* accepted of free-of-charge repair offer prior to us receiving his BBB complaint. Our records further show on 5/19/25, service was completed on the refrigerator. If Mr. ******* has any other concerns, please have him contact the agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America, **** We apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-purchased a Samsung Galaxy * fold 5 from ATT in August of 2023. The phone was delivered around August 10- 11 2023. I set the phone up and started using it. I Immediately began having issue with the phone restarting apps during use. I contacted ATT and they suggested I do a Customer return because it was less than 30 days. I did that and got a different phone. This did Temporarily fix the problem until the first software update. Then the problem returned, I notified Samsung about the issue to no avail, They kept telling me to go through the Factory Reset process, which I did 2 times to no avail. I have continued to have issues with this problem. This latest update Early May 2025 has made the phone just about UNUSABLE for anything but calls. I contacted Samsung on 5-12 and tried to get them to do a Swap/ Replacement with a different model phone, they refused and said I needed to contact ATT, but if I do that I have to pay about what I still owe on the phone. And I don't think it's FAIR that I should have to PAY anything since this has been a know issue from day 1 with the * fold 5. This issue has been documented with **************************** since it first happened. The reason I didn't do a Warranty replacement is because I liked my phone and didn't want to have to replace it IF it was possible to fix the issues. Samsung refuses to take responsibility for their FAULTY DEVICE and Refuses to help me with this!!!I just want a Replacement Phone (NOT ANOTHER FOLD) so I can use my phone like it's intended to be used!!! It's POINTLESS to have a $2000 you can only use for calls!!!!

  Business Response

  Date: 05/29/2025

  Thank you for contacting Samsung Electronics America,**** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mr. ****** complaint related to his Samsung Galaxy Z Fold5 phone. Our records show the agent assigned to the claim spoke with Mr. ***** on 5/15/25 to discuss the case. Our records further show the agent offered Mr. ***** a free-of-charge mail-in repair but he declined the offer. Please be advised Mr. ***** phone is outside of the one-year manufacturers warranty and as such, it does not qualify for any accommodations. Regrettably, other than the free-of-charge repair offer, there are no accommodations for this claim. If Mr. ***** has any other concerns, please have him contact our agent directly for further assistance. Thank you for contacting Samsung Electronics America, ****