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 America Inc

  2800 Wells Branch Pkwy Austin, TX 78728

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

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:05/30/2025

  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.

  The screen on my phone went blank, and I had it repaired. I then reached out to Samsung to see if this issue was covered under warranty, as it was a hardware problem. They told me that my phone was not covered under warranty. I then sent them the email they sent me, confirming that I had warranty coverage on my phone. When I reached out for assistance, their representative, ****** ****, continued to claim that I did not have a warranty, despite my sending proof from the email they had sent me and confirming it on their website. They did not want to honor their warranty and provided false documents stating that I had a warranty, which they had no intention of honoring.

  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 Galaxy phone.  Our records show the agent assigned to the claim corresponded with Mr. ***** via email to discuss the case. Our records further show the agent attempted to assist Mr. ***** but he stated he already repaired the phone on his own. If Mr. ***** 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 inconveniences our customer may have experienced with this case.

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23399553
  
  I am rejecting this response because:
  
  The issue was that I had to replace a defective product. They didn't actually fix the issue. I had to repair it on my own. My complaint was not able the phone issue but about Samsung not honoring their warranty.
  
  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, our records show based on date of manufacturer of 1/14/21 on file, Mr. ******* phone is over 4 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.  Our records further show the agent assigned to the claim requested the extended warranty contract number for Assurant, but Mr. ***** did not provide it, advising that he already repaired the phone.  ************ still needs assistance with the phone, please have him provide the agent with the aforementioned information in order to have the Assurant team review the case.  Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:05/30/2025

  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 had bought a new phone from Samsung in February, in exchange with a trade in of my old phone that was worth 900 dollars. Samsung rejected my trade in because my phone did not turn on according to their technician, so they gave me two choices, one was to give my phone back, or they keep the phone, I decided to get my phone back, when I got my old phone back I turned my old phone on, and it still works, and so I called samsung support to resolve this because they charged me 900 dollars for something that was not my fault as their technician did not do their job properly. They said they could not do anything because the trade in progress was completed even though I have evidence that my old phone still works and I can send my old phone back.

  Business Response

  Date: 06/16/2025

  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 refund request has been approved and is now being processed. You can expect the refund to be credited back to your original payment method within 5-7 business days or depending on your bank to see being reflected in your statement."  *********** 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: 06/16/2025

  [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:05/30/2025

  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 french door Samsung Refrigerator has been a headache since day 1. After 3 weeks frost and ice built up, Thankfully it was replaced under warranty. However, this new one now requires a manual defrost every 6 months, the temperature is inconsistent and dangerously affects food quality. The fan makes loud noises and the ice continues to build up. The only resolution is to spend hundreds of dollars to replace the fan, defrost sensor and other parts. Well after 8 years we have to cut our losses and buy another brand new refrigerator at full cost or spend $600 for a temporary repair. I will NEVER buy a Samsung Refrigerator again!

  Business Response

  Date: 06/16/2025

  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 corresponded with Mr. ******* via email to discuss the case. Our records further show the agent offered Mr. ******* the option of either an out-of-warranty repair or a $300.00 e-Coupon towards the purchase of a new refrigerator on **************************, and he opted for the $300.00 eCoupon. The agent submitted a request for the ******* and on 6/12/25, it was issued for the refrigerator. 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: 06/17/2025

  
  Complaint: 23395949
  
  I am rejecting this response because:
  In your response, it states I was offered a $300 warranty repair or $300 coupon to be applied to a new product. I was not offered $300 toward repair, in fact the refrigerator is less than nine years old and the estimate to repair is over $600 from Best Buy.  The $300 coupon is nice however After nine years of refrigerator should still be operating effectively.  They offering $300 to a new refrigerator.  
  
  
  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.******** ********** Samsung believes in building quality products, and we apologize for not meeting his expectations. However, our records show the agent assigned to the claim offered Mr.******* *********** option of either (setting up) an out-of-warranty repair or receiving a $300.00 e-Coupon towards the purchase of a new refrigerator on **************************.  Our records further show Mr. ******* opted for the $300.00 eCoupon, issued on 6/12/25 towards the purchase of a new refrigerator.  ************** 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:05/30/2025

  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 just got my S22 Ultra and the battery is trash! Power saving mode did nothing! Why does the battery discharge (minus 6%) after stopping at 80 (to protect battery) when I haven't even touched it yet! No excuses! A phone from 2022 needs to have a battery that can handle demanding tasks! *******!

  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 Galaxy S22 Ultra phone. 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. ******* an out-of-warranty repair but he declined the offer. Please be advised Mr. ******** phone is no longer within its one-year manufacturers warranty and as such, it does not qualify for any accommodations; any out-of-warranty repairs are the ownersresponsibility. 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, Inc. 

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23395845
  
  I am rejecting this response because:
  
  Don't wait until after I called out on email to come back and make excuses on here, you coward! You were incompetent and now nothing about your Samsung products!
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/29/2025

  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 have a samsung ark that isn't even a year old that I'm having troubles that seemingly can only be solved by a lawsuit at this point. My monitor was brand new and bought from a microcenter late june of last year. I was working while watching ******* and the sound started to go in and out and poppy. I didn't think much of it and thought it was just some weird lag that would go away on its own. Then I heard a louder pop and it sent a crack down my screen. Now, besides the screen being cracked, I am getting sound issues that come and go. Sometimes the speakers will work and sometimes they wont. It is also randomly changing itself between the speakers and digital audio when I've never used anything but the ark speakers. There is also issues with the monitor being recgonized at all in windows. I had the driver installed and my computer saw it specifically as a samsung ark for the time I had it and after the pop it changed to a "Generic Display Device" and no amounts of reinstalling the driver has solved this. I also had all my audio devices named in windows and before the pop my audio was being seen as displayport audio but after it windows only sees it as a "Generic high definition audio device" This just screams like the motherboard failed or a capictor did and took other components with it, like the screen itself.

  Business Response

  Date: 06/16/2025

  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 television.  Our records show the agent assigned to the claim spoke with Mr. ******** on 5/30/25 as well as corresponded with him via email to discuss the case.  Our records further show the agent escalated Mr. ********** case to our Product Support team for review.  The agent explained to Mr. ******** that our Product Support team determined the television to be physical damaged and unfortunately, this type of damage is not covered under Samsung's warranty.  Regrettably, due to the television been deemed physical damaged, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.

  Customer Answer

  Date: 06/16/2025

  
  Complaint: 23395590
  
  I am rejecting this response because:
  
  Samsung is desperately hinging on the damage being caused on impact / user damages when the issues I've ***orted would suggest more than that is at play and on a manufacturing defect level. Samsung's own techs came out to my house, said there was no external
  damage and couldn't feel a chip with their fingernail or any damage. This is how Samsung and most manufacturing evaluates physical impact damage. My monitor could pass an inspection still. I have the samsung *** who was on the phone with the contractors who came out to my house tell the
  techs to make sure I couldn't hear them, then proceed to tell them it will be written off as impact damage and to ignore anything else from me. This is all on recording.
  
  I've never had a monitor last this little of time and even the contractors who came to my house said to fight this which is also on recording. People sitting in a call center looking at photos of the issue and ignoring literally everything else about the ticket isn't a way to handle any tickets let alone one involving an almost 4k USD monitor. 
  
  There is no way to ***air this screen and essentially I'm just out the cost of a monitor that is still within warranty cause Samsung refuses to actually provide customer service. I've been pretty reasonable and sought to get this resolved peacefully and without hassle and I've just been dismissed the entire ticket's lifetime. I have no problem disassembling the monitor and posting the teardown and proof of damage from inside either on social media or to samsung engineers. 
  
  
  This monitor, for reference, is also advertised and sold as being a more ***airable option and longer lasting product than samsungs other panels because the super important components are housed inside the connect box and just runs a connector to a daughter board in the tv panel. Yet not only am I unable to get my panel ***laced but the parts needed to fix the daughterboard failure and software issues aren't sold by Samsung either nor are they provided to certified ***air ***s. I was told I could only pay for my screen to be fixed with a 1080p TN panel which is unacceptable for a 4k OLED monitor. Not only was I sold a defected producted that failed and damaged multiple components including the screen, but it was sold under false-advertisement as well. 
  
  
  I just want a working monitor not plagued by software or hardware defects so I can get my work setup back up. I'm not asking for anything crazy especially since my monitor is still in warranty and not even a year old. I deployed almost exclusively samsung products in my professional and personal life and this has shook that trust.

  There are an increasing amount of posts on multiple social media platforms ***orting the same issue as mine as well having the exact same crack pattern. Can This be added to my complaint? 
  
  

  This is sounding more and more like a product defect since multiple people are ***orting the same issue and crack. 
  
   
  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, our Product Support team reviewed the case, and it was determined that the monitor has physical damage; cracked panel.  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 Mr. ********** monitor remains the same.  Regrettably, due to the monitor being deemed as physical damage, there are no accommodations for this claim. Thank you for contacting Samsung Electronics America, Inc.

• Initial Complaint

  Date:05/29/2025

  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.

  Nature of Complaint:Samsung OTA Firmware Update Bricked My Device No Repair ********************** Despite No Misuse Description:I purchased a fully unlocked Galaxy S21+ 5G (model SM-G996UZVAXAA) directly from Samsung. On or around May 28, 2025, the phone downloaded and attempted to install the latest OTA firmware update (G996U1UEUEHYDA). I had previously deferred updates, but it installed automatically despite being blocked.After the update, my phone became completely non-functional. It boots only to download mode and cannot enter recovery mode. The phone is not rooted, has no third-party modifications, and has only ever used official Samsung firmware and updates.I contacted Samsung support and provided evidence of the update bricking the device. The support agent claimed that since they hadnt heard of this happening, I would need to pay for out-of-warranty service. This ignores the fact that:The device failed immediately after an official update.The phones bootloader and **** system remain locked.I cannot call for help, clock in at work, or access two-factor ******************************* failed to offer a mail-in repair exception despite my accessibility needs. I was instructed to drive 40+ minutes to a service center I cannot physically access. Samsung has effectively blocked me from working, calling for help, or recovering data due to their own firmware update.Resolution Sought:Free mail-in repair and firmware restore If device is unrepairable: replacement with equal model Acknowledgment that OTA update caused the issue Optional: Apology and support credit for damages

  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 Mr. ****** complaint related to his Samsung Galaxy S21+ phone. Our records show the agent assigned to the claim contacted Mr. ***** 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: 06/17/2025

  [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.

   

  thank you samsung i love you guys
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:05/29/2025

  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.

  Ive been stuck in an endless loop with Samsung and service centers over a Bluetooth issue caused by the One UI 7 update. On April 21st, the update installed overnight, and while most functions worked, my Galaxy Buds, Watch, and other Bluetooth devices could no longer stay connected.I contacted T-Mobile, and their technician walked me through a factory reset and network updates. After waiting a few days, the issue remained. A second call resulted in another reset and more wait time. A third call led to yet another reset and instruction to skip signing into my account to rule out app interference. Still, the issue persisted.T-Mobile then directed me to their service center. A technician confirmed no liquid or physical damage, which was documented. We called back to ensure the notes were recorded, and were told to contact Samsung.Samsung support repeated the same stepsresetting the phone, updating network settings, and waiting. We called back multiple times, encountering language barriers and rigid scripts, and were asked to repeat steps again and again. Eventually, Tier 2 escalated the issue and referred us to Ubreakifix.Ubreakifix also confirmed no frame or liquid damage, reflashed the firmware, and diagnosed a failed motherboardlikely due to the update breaking the phones radios.We sent the phone to Samsung for warranty service, only to be falsely told there was frame damage, voiding the warranty. This contradicts inspections by both T-Mobile and Ubreakifix, done immediately before shipping the phone.We will not accept the phone back in worse condition or be held liable for damage that did not exist. This situation is unacceptable and we expect immediate resolution.

  Business Response

  Date: 06/16/2025

  Thank you for contacting Samsung Electronics America, **** We appreciate the opportunity to respond to your inquiry. Samsung has reviewed Ms. ******* complaint related to her Samsung Galaxy phone. Our records show the agent assigned to the claim spoke with Ms. ****** as well as corresponded with her via email to discuss the case. Our records further show the agent offered Ms. ****** a free-of-charge repair and she accepted the offer. The agent submitted a request to process, and service was completed. If Ms. ****** has any other concerns, please have her 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

  
  Complaint: 23392049
  
  I am rejecting this response because:
  
  

  Hello, I reviewed the message from Samsung and while we did speak to a representative, our request went unheard and issue unresolved. Our phone was sent back with the same broken configuration because they did not listen and comment the account as we asked. We are now seeking either a replacement phone because we're not sending a phone in again or will pursue a lawsuit for the current value of our phone, their choice. Below is an update:

   

  During the process above, we have submitted communications to the CEO office of Samsung we're representative called and stated they would help us through the process. This was not the case. We received three updates about our phone with a different customers personal information that wasn't related to ours and when we relay this information, we received no response or corrective action. This is concerning enough being that this could be happening to hundreds of thousands of others including our information. Moving on from that, we continue to call in daily to check the status of our phone and received three different issues about our phone that wasn't related when we initially sent it in, which was for a replacement of an internal board that housed the Bluetooth connection. We were first told that we had hinge damage, which was not the case because we had it verified by both T-Mobile and Samsung's local certified service center. On another call we were then told that we had frame damage, which was also not the case because T-Mobile and the local uBreakiFix service center had to disassemble the phone to make sure there was no liquid or hardware damage, which was not. Then we were told on a third call that we had a screen damage and that all external parts of the phone was going to be replaced, which was not the original issue. We explain to them that they are making up things because we have two service centers that reviewed the phone for liquid and hardware damage as they requested, we have photos of the phone being packed at a ********** in front of a customer service person, and there were notes and a printout from the service center stating what needed to be replaced no other damage was found. Whether it was because of the language barrier or whether it was because of their poor and declining business practice, these concerns all went unanswered. This puts me at being without my primary home and business phone for over a month at this point. The highest escalation within their remote service center was always a supervisor. They continued to state that there was no other person above them, and this is why we went to the CEO office however as stated they were still unhelpful with getting the correct repairs and status of our phone. We stress to the over 15 people that we spoke to we needed them to put specific notes on our account that no other repair is needed except for the internal board and if they don't fix that they will send back the phone in a new shiny case broken. Fast forward to today, June 13th, and The phone is still in operable. This is because the only notes that they read was from the internal service center which I am 100% certain intentionally damaged the phone while in their possession which prevented the underlying issue from being prepared. We have called them back and demanded they send either a new phone or refurbished phone and they stated they needed to review the phone for damage. I explained that this would not be an acceptable resolution because of all the hoops we have been through and the only resolution they could offer is a replacement of my phone. I need assistance on this matter. 

   

  Regards,

  LeRohn & ***** ******

  
  
  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 Mrs. ******* complaint, Samsung believes in building quality products, and we apologize for not meeting her expectations.  However, Samsung's warranty is for service and all efforts to repair the phone has to be exhausted before we can offer any other accommodations.  Regrettably, outside of setting up another repair to address the issues with the phone, there are no accommodations for this claim.  ************** has any other concerns, please have her 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:05/29/2025

  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.

  Around Dec 2024, Samsung had pushed out a OneUI 6.1 Update to various amount of S22 Series Phones all over the world. This Update is literally BRICKING thousands of phones by starting with crashes, freezes, and ending with boot loops that go for hours and at the end the phone just not turning on anymore.The users affected went to multiple Samsung Shops. NONE Of them said or had any official infos about this and said that the Mainboard needs to be replaced AND paid by the user itself. This problem is now 5 months old.This issue is NOT fixable by just trying to wipe the cache nor a factory reset. The phone is running into a scenario where it is not even possible to reinstall the Image since it is just crashing.Unfortunately, I am one of the thousands of users affected by this problem. Here is the information about my phone: Galaxy S22 U 128 BLK SKU: SMS908UZKV IMEI: *************** ICCID: ******************** Order date: 8/02/2022 My phone is in Excellent condition before the OneUI 6.1 update. It is not usable now

  Business Response

  Date: 06/16/2025

  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 contacted Mr. **** 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: 06/17/2025

  
  Complaint: 23392024
  
  I am rejecting this response because: it has been 2 weeks since Samsung received my phone for repair. They said the typical repair time is 4 working days. But after 2 full weeks, there is no status update on my phone repair. I emailed Samsung and there is no response. It looks like they have lost my phone in their repair shop. If they cannot fix my phone, I demand cash payment or a replacement.

  
  
  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, our records show the phone was repaired on 6/18/25 and is in the processed of being shipped back via *** to the address on file.  *********** 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:05/28/2025

  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.

  I purchased a new refrigerator directly from ************************** and received it on Friday, May 23, 2025. After installation, I waited 24 hours as advised for the unit to cool. It failed to cool at all. I immediately contacted Samsungs technical support and followed all troubleshooting steps, including power cycling. After waiting an additional 24 hours, the refrigerator still did not work.Despite these efforts, the unit remained completely non-functional. I was told a technician would contact me, but no follow-up occurred. I requested a return, and although it was approved, I was informed that the return process could take several weeks and that I would not receive my refund for another 10 business days after pickup.Samsung was quick to process my payment, yet now expects me to wait weeks for a return and refund for a refrigerator that never worked. This has caused significant inconvenience and financial strain, as I am without a functioning appliance and without access to my funds.I am requesting the following:Immediate escalation of my refund processing Expedited pickup of the defective appliance Written confirmation of refund timing Consideration of compensation for the hardship and delay Samsung's handling of this situation has been deeply frustrating and unacceptable for a major appliance purchase. I am submitting this complaint to ensure this issue is addressed seriously and promptly.

  Business Response

  Date: 06/13/2025

  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 ************************** order. ********* has advised the agent assigned to the claim corresponded with Mr. ********* via email to discuss the case. ********* has further advised the agent assisted Mr. ********* with this issue and resolved the matter. If Mr. ********* 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.

• Initial Complaint

  Date:05/28/2025

  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.

  Ive been trying to pay my monthly $16.24 to Samsung care plus for some reason they say my debit card might be compromised which it isnt!. And my Samsung care plus might be cancelled. *** never filed a claim its just for precautions.

  Business Response

  Date: 06/13/2025

  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 Care+ subscription.  Our records show Ms. ****** claim forwarded to our Samsung *********** for review. Our Samsung Care+ team have advised payment was debited on 5/29/25 and the account status is active. If Ms. ***** has any other concerns,please have her contact the Care+ agent assigned to the claim directly for further assistance. Thank you for contacting Samsung Electronics America,Inc. We apologize for any inconveniences our customer may have experienced with this case.