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

  12100 Samsung Blvd Austin, TX 78754

• 

  SAMSUNG Telecommunications America, Inc.

  1000 Klein Rd Ste 200 Plano, TX 75074-3757

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:06/04/2025

  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.

  Bought a Samsung Galazy Flip 6 from Spectrum Wireless store here in *********** on Sept 12 2024. The touch screen stopped working. The phone is in MINT condition and under mfg warranty. I called Samsung about warranty and they told me to send the phone to them. Samsung ticket number **********. *** tracking number 1Z54V84AV193892842. They never tried to communicate with me after receiving the phone. I called them 6/2/ 2025. They told me the phone is damaged and cancelled the ticket. They never made any effort to communicate with me. Samsung lied about the phone and have essentially stolen my phone. They need toreplace the phone with an apology. They've treated me horribly.

• Initial Complaint

  Date:06/04/2025

  Type:Product 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 used Samsungs trade-in program to buy a new Galaxy S25 Ultra. They offered me $600 for an old Note20 Ultra 5G, and agreed to extend the shipping deadline to 25 Feb. I confirmed multiple times that shipping the device on 25 Feb was allowed. They asked that I send the tracking # and the $600 charge would be refunded. They agreed to let me ship via **** at my own expense as I couldn't use their p***aid ***** label. I shipped the Note20 with the ***** label in the box, and sent Samsung the tracking # on 25 Feb. On 18 Mar, Samsung confirmed receipt of the Note20. On 9 Apr I got an email saying that the Note20 was being returned to me. Samsung *** said it was because the customer (me) requested it. I explained that I was out of the country and never made that request. They claimed the return process could not stop once it was initiated. They were sending my trade-in back, and there was no way to have the $600 charge refunded. For weeks after, I exchanged dozens of emails with Samsung trying to resolve this issue. I mostly only received pre-written, copy-and-paste emails in response. I called to talk to someone about this, but it always ended the same. I begged to escalate this issue. Those requests were either ignored, or I was told there was no higher level. Eventually, I found an Email the CEO function on their website. The person who responded was initially sympathetic, but then said the internal team decided the $600 chargeback was valid, and nothing else could be done. I asked them to explain the basis for the decision, and no answer was given. I pleaded for escalation, and was told that it wasn't possible. I followed Samsung's instructions to the letter, yet I feel penalized and deceived in return. Samsung will not allow me to explain this situation to anyone who might be able to make a difference. I'm hoping this complaint might compel them to take the positive corrective action that they have thus far avoided.

  Business Response

  Date: 06/18/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed Mr. ****** complaint related to the trade-in with his ************************** order.  eCommerce has advised that the agent assigned to the claim spoke with Mr. **** as well as corresponded with him via email to discuss the case.  eCommerce has further advised that the agent assisted Mr. **** with this issue and resolved the matter; "your $600 refund request has been successfully approved. Please note that it may take 5-7 banking days for the refund to reflect in your account."  *********** has any other concerns, please have him contact the eCommerce 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.

  Customer Answer

  Date: 06/18/2025

  [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:06/03/2025

  Type:Product 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 ordered a new Samsung Galaxy S25 Ultra and accompanying 45W PD Power Adapter on May 05, 2025. The order arrived quickly after, though I decided against upgrading and requested a return on May 8th. The items remain unopened in their boxes. I was told a restocking fee would apply and be charged. Once that happened, in ***** hours I would receive a return shipping label by e-mail.The promised restocking fee was never charged and the e-mail with a return shipping label never received.I contacted support a second time on May 21st, where I was told the issue was with their backend team and the restocking fee not being issued. The customer service agent "raise[d] an escalation to our back-office team to further investigate the restocking fee progression, and resolve it as quickly as possible." They provided me a case number of *********, said to wait ***** hours, and that I would be updated by e-mail.I heard nothing back from them, so I contacted customer support for the third and so far final time on May 29th. I provided the customer service agent with the case number and asked why the fee and label had still not been issued. They told me the same thing as the previous agent, that they would "re-escalate this to our account tech team" and to wait ***** hours for updates via e-mail. I pressed and said I had already been told that and I wanted assurances this would actually happen this time. I also asked if I could just send the items back myself, or if I could be put in contact with someone with the actual ability to get these issued. I was told neither were *********** is now June 3rd and I still have not received any updates, a return label, nor has the restocking fee been charged. I simply want to send this order back for a refund, and their customer support seems incapable of providing what should have been a very simple thing. Thank you.

  Business Response

  Date: 06/18/2025

  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 ************************** order.  eCommerce has advised that the agent assigned to the claim spoke with Ms. ********* as well as corresponded with her via email to discuss the case.  eCommerce has further advised that the agent assisted Ms. ********* with this issue and resolved the matter.  **************** has any other concerns, please have her contact the eCommerce 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.

  Customer Answer

  Date: 06/18/2025

  [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:06/03/2025

  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.

  3rd attempt to resolve a known issue with the ice maker in my Samsung refrigerator that cost thousand’s of dollars. They do a temporary repair and then tell me I’m out of warranty.

  Business Response

  Date: 06/27/2025

  Thank you for contacting Samsung Electronics America, Inc.  We appreciate the opportunity to respond to your inquiry.  Samsung has reviewed *** ********* complaint related to her Samsung refrigerator.  Our records show the agent assigned to the claim corresponded with *** ******* via email to discuss the case.  Our records further show the agent requested *** ******* provide a copy of the cashier receipt from The **** ***** for review to proceed with a pro-rated refund accommodation offer.  Please have *** ******* provide the agent with the aforementioned at her earliest convenience in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our customer may have experienced with this case.

  Customer Answer

  Date: 06/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I did sent Pricilla from Samsung both receipts as requested. Awaiting a reply from her. 
  
  
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 07/08/2025

  Thank you for contacting Samsung Electronics America, Inc., we appreciate the opportunity to follow up on your inquiry.  Upon further review of *** ********* complaint, our records show the agent assigned to the claim attempted to contact her on 6/30/25 by phone to discuss the case but was unsuccessful in reaching her.  Our records further show the agent followed up the call with an email offering *** ******* a pro-rated refund of $786.15 based on the bill of sale she provided for the refrigerator.  If *** ******* would like to accept the offer, please have her reply to the agents' email directly to start the refund process.  Thank you for contacting Samsung Electronics America, Inc., we apologize for any inconvenience our customer may have experienced with this case.

• Initial Complaint

  Date:06/02/2025

  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 purchased a 65" Samsung TV on January 21, 2025 at *******. In the month of May the TV when it's on has squiggly lines on right side of TV. I've called them numerous times and they gave me the run around . They said because it's physical damage which it's not they cannot help me. They have not looked at it. When I first called I sent them pictures of the TV. The TV is only 6 months old with a 1 year warranty. The last time I called I ask to speak to a supervisor after being on hold for a long time he said the supervisor would call. He never did. I just want a refund to purchase another one. I'm a widow living alone and this is very difficult for me. Thank you so much. ******* ******

  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 reviewed Ms. ******** complaint related to her Samsung television.  Our records show the agent assigned to the claim spoke with Ms. ****** on 6/03/25 and again on 6/04/25 to discuss the case.  Our records further show the agent escalated Ms. ******** case to our Product Support team for review.  The agent explained to Ms. ****** that our Product Support team determined the television to be physically damaged and unfortunately, this type of damage is not covered under Samsung's warranty.  Regrettably, due to the television been deemed physical damage, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23407574
  
  I am rejecting this response because:
  I have told them numerous times that it's NOT physical damage, it's internal. The TV is brand new, purchased in January. When I turn it on it has squiggly lines on the right side of television.  Very disappointed with Samsung customer service.  Thank you!
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 06/19/2025

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Ms. ******** complaint, Samsung believes in building quality products, and we apologize for not meeting her expectations.  However, as stated in our initial response, our Product Support team reviewed the case, and it was determined that the television has physical damage.  Unfortunately, Samsung's warranty does not cover this type of damage and as such, we are unable to offer any accommodations.  Samsung's decision related to *********************** remains the same.  Regrettably, due to the television being deemed as physical damage, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc. 

• Initial Complaint

  Date:06/02/2025

  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.

  A month and a 1/2 ago I had a upgrade to my telephone from Samsung. The phone recently started to get very hot and it showed on my car ******** q that it was hot. I called samsung because I have a warranty they took me through a whole lot of thanks sent me here and send me there. But in the end, the phone was diagnosed by their people as having a bad brain because it is a refurbis phone, all of them are But I was afraid the phone was going to burn out and take all of my information. So I went and got an upgrade again. It cost me $200. I did that because Samsung show me to mail them my phone and I will get it back from 4 to 7 days a week. This is ridiculous and it's crazy what II have to have my telephone I have health connect video appointments on my phone. I can't just send my phone to the. M, this is a way for them, not to honor them. The warranty make it hard. Yet, that's impossible, who would turn in their phones to somebody. Not have a phone and oh, that's ******** i'm my resolution is I would like for them to pay me my two hundred dollars back.I had to pay to get another phone

  Business Response

  Date: 06/18/2025

  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 phone. Our records show the agent assigned to the claim spoke with Mr. ****** on 6/04/25 to discuss the case. Our records further show the agent advised Mr. ****** we are unable to comply with his request. 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, the are no accommodations for this claim. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 06/19/2025

  
  Complaint: 23406466
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/01/2025

  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.

  Bought a Samsung refrigerator and after 3 years the ice maker stopped working completely. Contacted Samsung and they offered to repair the issue which I gladly accepted. This repair lasted a couple of years however the exact same issue is happening again where the ice maker is not making ice and the ice container itself is frozen in its place. Contacted Samsung and they refused to send someone to repair this issue again even when they told me last time if the issue were to happen again in the future to contact them and they would repair it again free of charge due to it being a known issue. The first rep I spoke with hung up on me when I asked to speak with a supervisor and my only contact with them since was via text and once again refusing to fix this issue only offering 300 credit to buy a new refrigerator instead of standing by their word from before and offering to fix this defective is she if it happened again as it has yet again.

  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 reviewed Mr. ***** complaint related to his Samsung refrigerator.  Our records show the agent assigned to the claim corresponded with Mr. **** via email to discuss the case.  Our records further show the agent explained to Mr. **** that the refrigerator is out-of-warranty however, offered him the option of either setting up an out-of-warranty repair (at his expense) or receive a $300.00 eCoupon towards the purchase of a new refrigerator on **************************, but he declined the offers.  Please be advised that Mr. ***** refrigerator is over 8 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.  Regrettably, outside of one of the aforementioned offers, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23404944
  
  I am rejecting this response because: there have been thousands of people who have gotten repair service offered by Samsung for no cost out of pocket due to this being a known issue among Samsung refrigerators. This is a very common situation and people with refrigerators older than mine have been offered free repair multiple times and eventually even offered money back for the faulty product sold by Samsung. I am prepared to take this to small claims court if need be but as a very long time supporter of samsung I'd prefer to work this out and just be offered the repair. 
  
  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 06/19/2025

  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 stated in our initial response, Mr. ***** refrigerator is over 8 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 Utts' refrigerator remains the same.  Regrettably, outside of our offer of either setting up an out-of-warranty repair (at his expense) or receiving a $300.00 eCoupon towards the purchase of a new refrigerator on **************************, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:06/01/2025

  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.

  Samsung Electronics committed that if I pur***** their Galaxy Flip Fold 3-Phone the "Inner Screen Cover" would remain in tack within allotted "Manufacture's-Basic-Warranty." It didn't. After numerous calls from 2022 to date if finding out that Samsung-Customer-Service, *******************************'s and it's "Technical-Support" sends me on a wild goose ***** constantly transferring my call to different people without a logical resolution to honor it's "Valued - Customers-------having put $900.00 in its pockets. I didn't "manufacture the 3-flold phone; Samsung did and are forever duty bound to repair it's product with or without purchasing extended warranty and/or insurance---at least one time. This is especially important for Bonafide Senior 60 and above age. The phone has obviously depreciated and yet they are still requiring seniors to pay $445.00 for an inner screen replacement who are on fixed/ limited income. This endangers seniors who do not have a good workable phone for obvious ********** last communication with them was on May ******* from 7:15 - 11:00PM on a wild goose ***** and no logical ************* conclusion: Samsung's appears have sold a "Predatory" Samsung 3-Flip Phone which knowingly would repeatedly need it's "Inner-Screen" replaced. Moreover, given the "Depreciation" of the devise surely inner screen replacement shouldn't remain $445.00 especially for seniors.

  Business Response

  Date: 06/18/2025

  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 ************* 3 phone. Our records show the agent assigned to the claim spoke with Mr. ***** on 6/02/25 to discuss the case. Our records further show the agent offered Mr. ***** a free-of-charge repair, and he accepted the offer. The agent submitted a service request and provided Mr. ***** with a *** shipping E-Label to send his phone to our service center for 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.

  Customer Answer

  Date: 06/18/2025

  [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,
  
  ****** - *****

  Yes, I accepted Samsung Electronic America's through Mr. ****** president's offer to repair the * flip 3 phone for free.

  /s/ ****** - *****

  June 18, 2025 response. 

• Initial Complaint

  Date:05/31/2025

  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.

  In Late April our fridge broke, we called Samsung for help. They told us someone would come in a week however no one showed up and came 2 weeks lates to check what was wrong. They told me the problem was the compressor and the that it would take 1-2 weeks to come and repair it. After they made me an appointment in 3 weeks for someone to come and fix it June 4th yesterday they send me a message that they have my appointment for June 11th not June 4th. We have been without a fridge for about a month, I have 3 little kids and haven’t been able to make them food. Can you please help me resolve this problem, I’m tired of talking to them on the phone and them rescheduling my appointments.

• Initial Complaint

  Date:05/31/2025

  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 am submitting this complaint regarding a Samsung 65 Class LED NU6070 Series Smart 4K ****** (Model UN65NU6070FXZA) purchased from Best Buy. After a recent Samsung software update, the TV became completely frozen and unresponsive. I cannot access any settings, menus, or apps, rendering the TV unusable. I have attempted all troubleshooting steps recommended by Samsung support, including power cycling, remote reset combinations, and Smart Hub reset, but nothing has resolved the issue.Samsung support has informed me that I must pay $150 for a technician visit to diagnose and potentially repair the issue. However, since this problem was introduced by a Samsung software update and not caused by any misuse or physical damage, I believe this charge is unjustified.I am requesting a no-cost repair, replacement, or refund as appropriate under consumer protection laws, including the ********-**** Warranty Act and the implied warranty of merchantability.I hope Samsung will take responsibility and resolve this matter promptly. Otherwise, I intend to pursue further actions through the ***, my state Attorney General, and social media to inform other consumers.Thank you for your attention.Regards PK

  Business Response

  Date: 06/17/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Mrs. ******* complaint related to her Samsung television. Our records show the agent assigned to the claim spoke to Ms. ****** as well as corresponded with her via email to discuss the case. Our records further show the agent explained to Mrs. ****** that the television is out-of-warranty and unfortunately, it does not qualify for a free of charge repair accommodation. The agent offered to set up an out-of-warranty repair, but Ms. ****** declined the offer. Please note ********************** 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. Regrettably, outside of our offer to set up an out-of-warranty repair, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, ****

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23401805
  
  I am rejecting this response because it fails to acknowledge the real issue: the malfunction with my TV is the direct result of Samsungs forced software update, not any hardware defect.
  
  
  My TV is in excellent physical condition. The problem began immediately after a mandatory ******** software update, which caused the system to freeze upon startup. This is clearly a software failure introduced by Samsungnot a user or hardware issue.
  
  
  To draw a comparison, phones (such as those running iOS) also receive regular updates. When those updates cause issues, manufacturers investigate and provide fixes, taking full responsibility. In contrast, Samsungs response to this issue was simply: Pay $150 for a technician to come look at it. So, am I expected to pay this amount every time your software update breaks my TV?
  
  
  This lack of ownership and accountability is unacceptable. The TV doesnt work because of a Samsung update. And yet, Samsung refuses to address the root cause or take responsibility.
  
  
  Buyers beware: Samsung TVs run on their proprietary platform, which has proven to be unreliable and unsupported when issues arise. Unlike TVs that use ********* or Amazon ***** platformswhere software support is more transparent and consistentSamsung seems to avoid accountability entirely.
  
  
  As a long-time Samsung customer, I find it incredibly disappointing that I am left dealing with the consequences of a flawed software platform. I plan to escalate this issue across all relevant consumer forums and social media platforms.
  
  
  Preeta Kanade