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 Appliance

  42902 Executive Drive Troy, MI 48085

• 

  SAMSUNG Telecommunications America, Inc.

  1301 East Lookout Drive Richardson, TX 75082

• 

  Samsung Electronics Non Cell Phone

  8115 Sw 165th Ave Beaverton, OR 97007

• 

  Samsung Corp

  3380 146th Pl Se # 103 Bellevue, WA 98007

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:07/20/2022

  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 Galaxy z flip phone and the screen started cracking where the phone folds. This is a known issue and has been discussed in many tech reviews and articles. My phone is 6 months old, so still under warranty. Samsung customer care is saying the phone cracking is due to damage caused by me, but it is clearly a design flaw with the phone. They are saying my warranty is void and I must pay to have my screen fixed. Because the phone is defective and has a design flaw, this should be fixed or replaced free of charge

  Business Response

  Date: 08/09/2022

  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 ************* phone.  Our records show the agent assigned to the claim spoke with ****************** on 7/21/22 to discuss the case.  Our records further show the agent offered ****************** a free of charge repair on the phone to cover the physical damage as a one-time courtesy and she accepted the offer.  The agent submitted a service request and provided ****************** with a *** shipping label to send the phone in to our service center for repair.  ********************** phone was repaired and shipped back to the address on file.  If ****************** 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 valued customer may have experienced.

• Initial Complaint

  Date:07/20/2022

  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 tried to take advantage of a sale promotion Samsung launched in August 2021 offering 10% back when purchasing 3 appliances together from participating retailers. As we were listing a house for sale, we needed to receive the appliances within a reasonable time-frame. As we searched, we found that it was basically impossible to find three appliances guaranteed to arrive by the time we needed them. At one point, looking at *********** they only had something like SIX models of appliances ready to ship at all. It was really hard to find three different appliances in the area PERIOD, let alone together at a participating retailer.We found one store, PC ******* and *** that said they could have all three to us within the time frame we needed (about ***** days.) However, after we purchased the set, they told us the dishwasher was going to be delayed and they had no guarantee they would receive the units even on the new date. In the end, I spent a ton of time looking for Samsung appliances all around me, at multiple stores and we were forced to buy from *************** could guarantee delivery in the timeframe we needed them by - which means we could not qualify for the 10% rebate at either store.Given the known supply chain crunch, Samsung's promotion seems a bad idea at best and false advertising at worst. I've contacted Samsung numerous times to try to talk to someone with the ability to resolve this. In the end we're talking about perhaps $280 or so - a small price to pay to honor the promotion and keep a loyal customer (especially one who is in the market for appliances again.) However, Samsung rarely if ever has responded; the Office of the President has remained silent. Escalation with the promotions team do not reply and when they do, sound like they are hitting auto-reply. So now, not only do I think the Labor Day sale advertising was not done in good faith, it seems that Samsung doesn't even care enough to at least apologize and try to make it right.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Samsung has reviewed Mr. **** complaint related to a 10% back promotion when purchasing 3 appliances from participating retailers.  Our records show Mr. **** complaint has been forwarded to our Promotions team for review.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.

  Customer Answer

  Date: 08/09/2022

  
  Complaint: 17596814
  
  I am rejecting this response because:
  
  I have been through these steps before (having the promotions team review the case) and the business has been both unresponsive and unhelpful. Indeed, this poor response is part of my complaint to the BBB in the first place. This reply from Samsung actually underscores the exact issues I have had with their service up to this point.  
  
  
  Regards,
  
  ***** Pan

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of Mr. **** complaint, our Promotions team has advised that they would be happy to manually submit this request however, they need the bill of sale in order to process the correct rebate amount.  Please have Mr. *** provide the bill of sale in his rebuttal in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/20/2022

  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.

  This could be a health issue as well. Mold when in high oder capacity can cause health issues.But this self cleaning SAMSUNG washer model WA45M7050AW/A4 Has very serious issue.It states it has a self cleaning mode but still after using it continuously the mold and other buildup is so bad that today I was force to look into the smell because its so bad you have to leave the window open.And in looking for info I found many other people have the same issue. I reached out to Samsun and requested a service manual so I can open the back of the unit and find a lower water tank valve and release that water. and maybe see if I can clean the unit so to remove the mold buildup. I needed a service manual and when I requested it I was put on hold on the phone for over 30. so I hung up.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ************************ complaint related to his Samsung washer.  Our records show the agent assigned to the claim corresponded with ******************** via email to discuss the case.  Our records further show ******************* informed the agent that the issue was resolved and asked for repair cost reimbursement.  The agent explained to ******************** that Samsung is unable to cover the repair cost.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America. 

  Customer Answer

  Date: 08/16/2022

  This system has the worst washing machine draining design ever, This issue will continue on and on because of the water is not able to completely drain from the bottom.

  And the mold and other stuff will continue to build up even if you use the self clean on the unit. I had a plumber /repairman contractor take it apart to get the bottom cleaned. 

  The stink on the clothes was so bad that all the clothes had to be rewashed. twice to remove it. Its just a bad design. Never had this issue with the old style washers. Never.

  I want a complete refund.

  I don't want to have to keep paying someone to keep cleaning this washer. 

   

  
  Complaint: 17596554
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/26/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ************************ complaint, our records show the agent assigned to the claim made multiple attempts to contact him on 8/23/22, 8/24/22 and again on 8/25/22 by phone and via email to discuss the case further but was unsuccessful in reaching him.  Please have ******************** either return the agents' call or reply to the email providing the model and serial number for the washer in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customers may have experienced.
  
  

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17596554
  
  I am rejecting this response because:
  I have email them with a response 5 times and th are all dated copies of the emails. I need to send you one more  says that no ****** have ever been received. everyone else is having no problems reaching me. I have tried to reach you and that didn't work. On hold forever. So I emailed you 5 times and still no response. I'm still waiting for a call but please 9am to 5pm Monday to FRIDAY. EASTERN NY TIME.  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 09/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has further reviewed ************************ complaint related to his Samsung washer.  Our records show the agent assigned to the claim corresponded with ******************** via email to discuss the case further.  Our records further show ******************** provided the agent with the model and serial number for the washer for review.  The agent explained to ******************** that the washer is out-of-warranty and due to the age, offered to set up an out-of-warranty repair at his expense.  If ******************** would like to accept the offer, please have him contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.
  
  
  
  

  Customer Answer

  Date: 09/15/2022

  
  Complaint: 17596554
  
  I am rejecting this response because:
  This design on these washing machine is the worst ever and will continue to create issues with oder over and over again. And I already paid to have this unit cleaned and they were made aware of that in  the beginning. But they refuse to pay anything. And Now I still have a washer that continues to clean clothing but leaving a bad odor. This washing machine 
  has a buildup of water in the bottom that sits there and after time creates mold on the bottom of the center plate that hold the clothing inside. The design is the cause of this issue and I want a full refund.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/20/2022

  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 new Bespoke Fridge on samsung.com. I had the option of purchasing local but in my remote community it is easier to purchase online. At the time of the purchase i was told anticipated delivery was on the 11th...... That is Great I only have to wait a few days. I can live out of an ice chest that long. The delivery company got the fridge on the 12th so when the pushed my delivery date to the 19th no big surprise. A huge inconvenience but not surprising. On Monday the 18the the delivery got pushed to the 26th...........2 delays are unacceptable how long are they going to keep me waiting. On the 18th i called and asked for help ticket ******* was opened. On the 20th no answer to my ticket so i called and nothing had been done. The phone agent escalated a request to the delivery company and i was told i have to wait 2 more days....After sitting on hold 2 hours on the 18th and 2 hours on the 20th. Meanwhile i am paying finance charges on a product that can not even use yet. Samsung should have never estimated a delivery date that was obviously impossible. Samsung should have escalated my concern on the 18th when i called the first time. Samsung should have followed up with my by the 20th not made me call to find out nothing had been done. I am Samsung customer and ********************** should help me come to a resolution.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to her Samsung Bespoke refrigerator order.  Our Home Appliance team has advised that **************** spoke with management on 7/26/22 and was educated on the process for the missing panel as well as offered a $100.00 compensation for the late delivery of the order.  If **************** has any other concerns, please have her contact our Samsung Home Appliance team directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.

• Initial Complaint

  Date:07/20/2022

  Type:Delivery 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 Order Number: US034237605 purchase was made on samsung.com My Order Date: 19 June 2022 My Order Total: $2,722.09 using Samsung financing The business committed to providing me with a washer and dryer set. upon delivery, the dryer was damaged during transit or before. XPO Samsung's delivery service informed me to call Samsung to order a new washer and dryer as they were sold as a set. I did not accept either the washer or dryer. I do not have either the washer or dryer. I did as instructed calling Samsung several times and trying to get a new set sent to me. I was finally given a new estimated delivery date of July 1st. On July 1st I called XPO and Samsung about the replacements. XPO delivery had no record of the order or replacements. Samsung informed me that they only ordered a replacement for the dryer and not the entire set. They also told me that the earliest I would get the product was the 13th of July, during the same phone call I then informed them I wanted to cancel the order, I was put on hold for ******************************************* was hung up on. On July 2nd I called again and was told that the order for the washer and dryer would be canceled and I would receive my money within 5 business days. I checked the order status and it currently says for the washer, "RETURN EXPIRED No activity found on return shipping label provided, by the due date Jul 17, 2022". I do not have the washer and had no need for a return shipping label. I can't return anything because I have nothing. For the washer, it currently says "In transit" It has been saying that since June 29th. I was told that my order would be canceled it was not, I was also told I would receive all of my money back, but I have not. I have spent an outrageous amount of time on this order and I just want it canceled and my money back so I don't have to pay Samsung financing.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed **************** complaint related to his Samsung washer and dryer order.  Our Samsung Home Appliance team has advised that a return was processed for a refund of the order.  If ************ has any other concerns, please have him contact our Samsung Home Appliance team directly for further assistance.  Thank you for contacting Samsung Electronics America.  We apologize for any inconveniences our valued customer may have experienced with this case.
  
  

• Initial Complaint

  Date:07/20/2022

  Type:Delivery 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 ordered a refrigerator on Samsung.com in May 2022. (order # US351022613) It was scheduled to be delivered on June 17th, but when the delivery person started to take it off of the truck, he realized it was badly damaged. He did NOT complete delivery of the refrigerator, he said Samsung would contact us to arrange a new delivery. My order status on Samsung.com says there is an "unexpected delay" and no shipping estimate. I have called, live chatted and texted Samsung several times trying to cancel this order, as I cannot wait some unknown amount of time for the refrigerator, and they have already taken $2700 out of my bank account that they've been holding on to for over a month now. When I try to cancel the order, they tell me the order is "in process" and cannot be cancelled. When I ask for my ticket to be escalated, they transfer my call, I sit on hold for hours (literally over 2 hours on multiple occasions) and then my call is disconnected. I just want the money I paid for the product I did not receive returned to my account, but Samsung seems completely unwilling to do so.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to her Samsung.com order.  Our Samsung Home Appliance team has advised that **************** requested a refund in lieu of the replacement order.  Our Samsung Home Appliance team has further advised that **************** was fully refunded on 7/21/22 for the order.  If **************** has any other concerns, please have her contact our Samsung Home Appliance agent directly for further assistance.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/20/2022

  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.

  In June 26, 2022 I called Samsung after the washer ruined over $2,000 of my clothing ( expensive sheets, linens, some clothes, etc). There is rust leaking out of my 6 yr old washer onto my clothing. I didnt notice it right away which is how over $2,000 of clothing was damaged. Multiple loads before I realized. Now almost a month later there is still no resolution. Samsung doesnt have a vendor to come service my machine so they were going to refund me but since its an older unit ( 6yrs) they dont want to give me enough to purchase a basic washer. This one wasnt basic either. I have 6 other Samsung appliances and they all have issues after the short 6 yrs. So after 5 weeks over 30+ hours logged trying to get this resolved we are now in a situation where one person at Samsung Corporate, ********** has my case on lockdown and not one other employee can access it. The issue now is he wont respond to emails ( you cannot call only email the risk management team). I have emailed him, and there have been 7 emails sent out by speciality claims to corporate over the last two weeks and not a word back. This is unprofessional, rude and the worst customer service experience ever. Everytime I call they say I have to wait on corporate who doesnt respond!!!!!

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ********************** complaint related to her Samsung washer.  Our records show ********************** claim forwarded to our Specialty ************ for review.  Our records further show the Specialty Claims agent assigned to the claim offered ****************** a pro-rated refund for the washer but she declined the offer.  ******************' washer is over 6 years old, is out of its one-year manufacturers warranty and due to the age, it does not qualify for a full refund accommodation.  Regrettably, outside of our pro-rated refund offer, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America.  
  
  

  Customer Answer

  Date: 08/09/2022

  
  Complaint: 17595386
  
  I am rejecting this response because:
  
  I did not accept because they cannot find someone to come service my unit ( their problem not mine) so they are being forced to refund me. But instead of refunding me they are trying to give me a few hundred dollars because I do not have the sales receipt anymore. Then the issue on top of that is I understand its out of warranty but the unit itself broke and leaked rust all over my clothing. A less than 6yr  old washer should not be breaking. I understand appliances break, have issues etc but less than 6 years old? And they are unwilling to take care of their customers after it ruined thousands of dollars of my linens. The issue has been going on for 7 weeks and 2 days and I cannot speak to anyone higher ** in the company to help me! The person dealing with my claim should be fired for his lack of professionalism. ********** in **************** There are 41 emails between him and I and I sent 31 of them. He does not respond and when he does he only gives me on option and refuses to do anything else to help me fix the situation of a faulty washer of theirs they manufacture and sold to me! 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ******************** complaint, our records show due to no Samsung authorized servicers in her area to repair the washer, the Specialty Claims agent assigned to the claim offered her a full refund at system pricing and she accepted the offer.  Our records further show the agent submitted a refund request of $639.36 for the washer.  If ****************** has any other concerns, please have her contact the Specialty Claims agent directly for further assistance.  Thank you for contacting Samsung Electronics America, ***** we apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/22/2022

  
  Complaint: 17595386
  
  I am rejecting this response because:
  
  Today marks 9 weeks and I still dont have a check in hand. Yes after 8 weeks because like the response from the business (Samsung) states there was no one to service my washer and eventually Samsung did offer me a full refund. However, I had to fight for 8 weeks for that. It was the worst experience of my life dealing with customer service from a company that manufactured a washer that ruined over $2,000 worth of linens and clothes of mine. Furthermore, the case is still not settled because now they need to issue a refund check ( was supposed to be done on Friday ( 48 hours from Wednesday) and still no check and then they need to come pick up the washer so they can compensate me for the items of mine that rust leaked all over. But they stated they needed to pick up the washer and test it for themselves before issuing any more money. And then to top it off, the day they finally agreed to a refund in the amount of $639, my refrigerator stopped cooling. Yes, its Samsung. Yes it was bought the same day the washer, dryer ( broke too ), oven, dishwasher and microwave were purchased. 6 appliances of Samsung in my home less than 6 years old and 3 of the 6 are broke. But at this point I dont have it in me to fight with them for either the dryer or refrigerator. I am taking a loss and never purchasing Samsung again. However, the ticket is not closed and nor is the case. I will update when I finally get my refund check and then again when I hear back from them on compensation. This claim is 9 weeks old and counting. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/31/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has further reviewed ********************** complaint related to her Samsung washer.  Our records show the refund submitted on 8/15/22 for the washer.  Our records further show ********************** refund is still within the **** business days for payment to be processed for the washer.  If ****************** has any other concerns, please have her contact the Specialty Claims agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 09/23/2022

  
  Complaint: 17595386
  
  I am rejecting this response because:
  
  

  This ticket absolutely should NOT be closed at this time. We are on week 17 possibly 18 and there is still an issue yet to be resolved. 

  Samsung picked up my washer that leaked rust all over thousands of dollars of my bed linens and they still have not taken any action to fix this issue with me. Yes they finally refunded me for the 6 yr old washer that caused all the damage but they still have yet to make it right with what I lost because of a faulty washer on their end. 

  They picked up my washer 3 weeks ago to the date. I was told in 10 days I would hear something. I literally have to email them once a day ( **********) since my case is locked and he is the ONLY employee in the entire company so they say that can access my claim. I email them once a day and he replies once a week. So in the past three weeks there have been about ***** emails to him and he has responded 2 times. Once to inform me after two weeks the washer still had not made it to their testing lab and once today to inform me hes waiting for his team to respond. This is absolutely unacceptable for a corporation this large to string consumers along that have spent thousands of dollars on their products. 17/18 weeks is also unacceptable to have a claim opened. I have never had to fight this hard or continuously email someone ( bc it is the only form of communication they allow ) to get what is deserved and right and fair. 

  I also emailed the executive office of the president multiple times and not once have I ever heard back from them. I asked 10/15 times not to work with **********, that had been ignored. I emailed him himself multiple times asking not to work with him anymore as he was unprofessional and did not respond to me in a timely manner. I have spent over 100+ hours dealing with this washer. They expect me to forget about the $2,000 +++ worth of linens and clothing a washer they manufactured ruined of mine. I have sent in over 50 pictures. I have sent in a spread sheet documenting each item that the washer has ruined and its ruined significantly more clothing of mine as well but I couldnt possibly list everything. So even if they compensate me for my bed linens I am still taking a loss on a faulty washer that they are dragging their feet in making this right. No one should have to spend this much time fighting for a claim. 

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

  Business Response

  Date: 09/29/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ******************** complaint, our records show the Specialty Claims agent assigned to the claim is awaiting an update from our Lab team on the washer and will follow up with her once information becomes available.  If ****************** has any other concerns, please have her contact the Specialty Claims agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.
  
  
  

  Customer Answer

  Date: 10/04/2022

  
  Complaint: 17595386
  
  I am rejecting this response because:the issue is the specialty claims rep himself. I have over 100 emails to him. He has maybe sent me 30. I have to contact him every single day and only get a response 1 out of 7 times. Its been 34 days since Samsung picked up my washer. Its been 4 + months of this claim. Also, they finally did test the washer and now they are proceeding with compensation because they know they were wrong and their washer did indeed cause damage to over $2,000 worth of linens and clothing. Its actually more but I couldnt find prices for some of the items that it ruined and quite honestly I have spent over 100 hours on this claim and I gave up at $2,000. Its disgusting to me that a corporation like this will fight you tooth and nail for something that is really their fault. They want to make your life miserable and hope that you give up. Im disgusted in the specialty claims rep for stringing me along this far because he could have easily escalated things and not have given me grief for 3 months and did the right thing. Instead he would wait days to respond back to me. No other specialty claims rep has ever gotten involved after my 5/6/7 requests. *** also emailed the executive office of the president 3 times maybe four and they have never once responded. Its been a nightmare and this response to my bbb reporting is disgusting as well and shows how they do NOT care about their consumers who keep them in business. This was over a $3,000 claim and they tried to do everything they could to get out of paying. I hope this is published on the internet so people can see to never do business with Samsung. Their products are junk and their customer service is the worst Ive ever experienced. . 

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

• Initial Complaint

  Date:07/20/2022

  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 own a Samsung Galaxy S21 Ultra 5G cell phone. I have owned this phone for about a year and all was fine until there was an update on 7/7/22. Since the update, when receiving a voice call my phone will cut out every ***** seconds, to where i cannot hear the person who called me. I run a business so this is a major issue for me. I have worked with my carrier, ******** on troubleshooting, resetting, altering settings etc. to no avail. ******* swears the issue is with the update Samsung pushed out on 7/7/22 that has effectively rendered the phone useless for anything but texts and internet browsing, which isn't the primary/original function of a cell phone. On Samsung's online help forum i have already seen them delete an entire thread that was dedicated to this with users having similar issues and the problem still persists. This needs to be corrected

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ****************************** complaint related to his Samsung Galaxy S21 Ultra 5G phone.  Our records show the agent assigned to the claim made multiple attempts to contact ************************** by phone and email to discuss the case but has been unsuccessful in reaching him.  If ************************** still needs assistance with the phone, please have him either return the agents' call or reply to their email directly in order to proceed with the claim.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

• Initial Complaint

  Date:07/20/2022

  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 Galaxy S21 phone in March 2021. The phone was working without any issue for a year, but right after it came out of warranty, I started seeing issues with the network on the phone. Since 2 months now, my phone is not reading a SIM card and I have been in contact with Samsung service department since more than a month. I was asked to do all the troubleshooting on phone and then asked to mail in the phone for repair. Since my phone was not diagnosed before, I was asked to pay $400 for the repair of the phone. This is more than half of the price I paid for the new phone. I asked them to return my phone and confirmed with Samsung about other options they have for me. They asked me to visit their authorized service centres for a free diagnosis so I can get accurate repair details. I have been to 3 different stores until now, including BestBuy and UBreakIFix. None of them even touched my phone saying they are not equipped to service a Samsung phone. Samsung call them their authorized service centre and none helped me since my phone is out of warranty. I have drove more than an hour to each locations after confirming multiple times with Samsung about the repair. But still I am left without a phone for multiple months now. This is the worst customer service i have seen until now. After all this harrassment to the customer, i expect some courtesy from ********************** to get my phone fixed and not paying more than a new phone.

  Business Response

  Date: 08/09/2022

  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 S21 phone.  Our records show the agent assigned to the claim spoke with **************** on 7/21/22 to discuss the case.  Our records further show the agent offered **************** a free of charge repair on the phone as a one-time courtesy and she accepted the offer.  The agent submitted a service request under ** Account# ********** and provided **************** with a *** shipping label to send the phone in to our service center for repair.   If **************** 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 valued customer may have experienced.

  Customer Answer

  Date: 08/17/2022

  [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,
  
  Swar ******

• Initial Complaint

  Date:07/20/2022

  Type:Delivery 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.

  Two and a half weeks ago, Samsung did an update to their phones. The Galaxy 21 series was severely affected. People cannot hear me when I talk or the line disrupts constantly when talking and/or the call just drops. I cannot continue to do business with this phone and have been to ******* 5 times and called Samsung 3 times with no solution to the Galaxy 21 problem. Sim cards were replaced twice and when I call Samsung they deny it was their problem. After speaking to the reps at ******* they indicated that millions of customers with Galaxy 21 phones have been impacted and Samsung offers no solutions other than paying more money for a different phone. I told Samsung I was filing a BBB complaint and the technicians said 'fine'. The phone is totally inoperable and the only time I can have a complete conversation is by using my landline which most people do not have.

  Business Response

  Date: 08/09/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has reviewed ******************** complaint related to her Samsung Galaxy S21 phone.  Our records show the agent assigned to the claim spoke with **************** as well as corresponded with her via email to discuss the case.  Our records further show the agent informed **************** that our Product Support team advised that a software update has been released to fix the issue with phone.  If **************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17595038
  
  I am rejecting this response because:  For weeks (approximately one month) I have been unable to use my phone.  I have lost business and important calls that needed to be addressed in a timely manner.  When I initially contacted Samsung (approximately 3-4 times), they claimed that it was not their fault and the update did not create this problem.  Basically they suggested I would have to purchase a new phone as they denied any culpability in the phone problems even though I indicated millions of customers were impacted per my interaction with Verizon.  For them to indicate that an update was forthcoming to reverse the problem, approximately one month later and leave their customers with a defective product, is not a response.  It suggests the adage of 'let them eat cake', not our problem. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/19/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to follow up on your inquiry.  Upon further review of ******************** complaint, our records show the agent assigned to the claim corresponded with her via email to discuss the case further.  Our records further show the agent explained to **************** that they cannot confirm whether Samsung caused the issues with the phone and advised that software updates are released after a certain time to include new or enhanced functionality and features.  If **************** has any other concerns, please have her contact our agent directly for further assistance.  Thank you for contacting Samsung Electronics America, Inc.  We apologize for any inconvenience our valued customer may have experienced.

  Customer Answer

  Date: 08/23/2022

  
  Complaint: 17595038
  
  I am rejecting this response because:
  

  It is unacceptable that a major company/corporation would say, sorry that you had been out of commission with your business for 3 plus weeks while continuing to deny it was their fault.  It was obviously their fault that their update compromised millions of samsung phones.  There should be a class action lawsuit holding Samsung accountable to the havoc they created.  If not, then this will continue to happen and Samsung will continue to disregard their customers while saying we value your business.  Reprehensible on Samsung's part.
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/26/2022

  Thank you for contacting Samsung Electronics America, ***** we appreciate the opportunity to respond to your inquiry.  Samsung has further reviewed ******************** complaint related to her Samsung Galaxy S21 phone.  Our records show the agent assigned to the claim corresponded with **************** via email to discuss the case further.  Our records further show the agent explained to **************** that Samsung understands how frustrating this is but unfortunately, we are unable to offer any accommodations for the phone.  Regrettably, there are no accommodations for this claim.  Thank you for contacting Samsung Electronics America, Inc.