Samsung Customer Service

Poor customer services, warranties don't work, if you don speak English, they don't help you never

We ended up with a Samsung dishwasher when the one we ordered from Lowe's was not available. We need a dishwasher because ours didn't work at all. We said send us one of equal or better. That is how we ended up with it, not what we wanted. We had it for less than 2 weeks when the sprayer arm on the middle drawer kept falling off. Went back to Lowe's and they said it was a warranty issue and to contact Samsung. Four calls later, and three work orders, and 5 months later, it is still not fixed and we can't use the middle drawer because it constantly falls off.

I am the caregiver for my elderly cancer stricken spouse and this just adds another hurdle that must be crossed every day.

Horrible customer service!! I've been trying to get help since 1/19/24 and now it's 1/29/24 and still no help !!
I don't think I'll be buying Samsung Products anymore !!

I am writing to express my profound dissatisfaction with the service I received regarding my recent purchase of a Samsung 85" Class QE1C QLED 4K TV (purchased on November 21, 2023, and delivered on November 28, 2023).

Upon delivery, I noticed the packaging was damaged. After a careful initial inspection, there seemed to be no damage to the TV itself. However, on December 13, 2023, when I positioned the TV in its intended place, I discovered a crack at the bottom of the screen, evidently due to the earlier mentioned mishandling.

I immediately contacted your customer service team for assistance. The experience that followed was extremely frustrating. I was transferred between representatives five times, resulting in substantial delays and confusion. When I finally reached a manager, communication was unclear, and I struggled to understand the explanations provided.

Furthermore, I was informed that I would need to return the damaged TV, wait for a refund, and then repurchase the same model. This process is not only inconvenient but also places an undue burden on me as a customer. To exacerbate the situation, while I was still in conversation with the manager, the call was abruptly disconnected, and there was no attempt made to re-establish contact or resolve my issue.

This level of service is unacceptable and does not meet the standards I expect from a reputable company like Samsung. I am seeking a prompt and more reasonable resolution to this matter. Ideally, I would like a direct replacement of the damaged TV without the need for a return and repurchase process. Additionally, I expect a formal apology for the inconvenience and distress caused by this experience.

Litterlly the worst customer support i have ever depended on. If you think you have seen the worst, trust me you didnt. They told me it would take 72 hours and about 144 hours passed by which is double what they said and i am yet to receive my tv that i sent to fix. Customer support was also super rude and unexperienced they just kept making me more and more furios as time passed, they had silly responses and each of them said something different; litterlly the worst experience i have ever had with a company's customer service, so unprofessional and unorganised; im yet to receive my tv and they didnt even start fixing it yet what a dirty scum of a company.

La peor compañía llevó 1 mes tratando con customer service lo peor,se quedan 3 horas y al final no hay alluda ninguna

Impossible for me to despise their customer service more.
* cancelled my service contract when their system failed to register my new payment.
* 15 or so 30-50 minute phone calls over 6 month period trying to resolve. Finally gave up.
* When I broke my screen and tried to get it repaired in an authorized Samsung repair, I found out that Samsung had locked my EIN number on phone and they could not unlock it. 3 hours of phone calls.
* Sent in phone for repair after pre-paying 250 dollars. 2 weeks have transpired not received phone
* 8-10 phone calls, each 20 minutes or more trying to get date when they will repair phone.
* Customer service agents with thick Mexican, Indian or Philippine accents difficult to understand
* TERRIBLE phone quality talking to customer service agents. All sorts of cross-talk, crappy headsets obviously talking VOIP on very poor quality connections.
* buggy website software for customer support.
All in all I give them a 1 out of 10 billion.

Purchased Refrigerator in 2017, the ice maker stopped making ice and froze up to point could not get ice tray out. Called in a repair tech to replace and paid out of my pocket. Found out Samsung has had lawsuits against them because ice makers faulty and they refused to fix their product. I just contacted Samsung customer service and I was told they will not reimburse me my money. Therefore that tells me Samsung does not stand by their products. I will NEVER buy a Samsung product of any kind again. There's so many other products to purchase that are better than Samsung.

Samsung customer services are a pathetic joke. They refuse to accurately record warranties and then make stupid excuses such as " We used that date because we use the date of manufacture" By that reckoning I lost three months of my warranty! I repeatedly sent in evidence to support the date on which my appliances were delivered, they repeatedly input random dates. I emailed and noted models, serial numbers and the date from which the warranty should start all in a simple list to make it easy. Four appliances and two were incorrectly registered, I emailed again and am now down to one incorrectly registered. I've also lost the extra year to which I was entitled for registering them within a certain time as "You didn't register the appliances by" The most ridiculous people I have ever dealt with.

Cancelled my insurance, fought with them for 6 months. Never resolved. Locked my phone for no reason, 2 weeks to repair phone... nonsense answers, clueless customer support. I love my Samsung gear, but I HATE their customer service. I have spent 20-30 hours at least on calls. They rarely keep promises. Buggy web sites, terrible communication. After 15 years being all in the Samsung world I am out. Given a score it would infinity * -1

I just wanna let people know that when u buy a Samsung appliance, and it get damage under the Samsung warranty is a joke!!!
I got a microwave 6 months ago, for some reason the microwave stop working, I call Samsung to repair the unit and they send a technician to try and fix it, he couldn't fix it, so they order more parts and send another technician to try and fix it, he couldn't fix it either. Now they wanna order more parts to try and fix it a third time, I don't know if Samsung has in mine that we all have to work to make money and no be taking off for them to try and error their products problems on our work time. I never had this problem with anything of Samsung but for the first time I'm very disappointed, so i don't recommend Samsung to anyone else anymore.

Samsung refused to repair my dishwasher that was diagnosed with a "pc" error code (circuit board or wire harness defect) because the plastic rail that supports the front left front foot has a small crack in it which has nothing to do with the electronics. They blamed the retailer's delivery service from 11 months ago. I spoke to a representative from customer service, a representative from the service department and finally a supervisor. The best they could do is compare their policy to other companies rather than explain why their company is different than others. The dishwasher is 11 months old and is unusable, it cost over $700.00. Samsung is a $233 billion dollar company that gives no latitude to it's supervisors to resolve consumer concerns. The supervisor that I spoke with explained to me that as a supervisor he cannot change the policies of Samsung and he can only explain what the policies are to the consumer. He apologized for not giving me any options so I told him that he did give me options...the option to never do business with his horrible company again. I filed a complaint with the Better Business Bureau and received a call from Samsung to next day explaining that they cannot open my service ticket number because it is closed. I told them that if they wanted to open a new ticket they could but they are choosing not too. I bought a new GE dishwasher today and spent another $700+. I've been without a dishwasher for three weeks trying to resolve the issue. Samsung deserves a class action lawsuit, their warranty specifically states that transit damage is not covered which is valid but when you try to get failed electronics repaired under the warranty they blame transit damage, it's an easy out! The third part company that came to service the dishwasher wouldn't even open the dishwasher up when they saw the small crack (literally 1/8" wide in the plastic rail that supports the leg) even though the technician read the "pc" error code. He immediately ran to his vehicle to call Samsung and he filed a report which I was told was undeniable by the Samsung supervisor. Awful company, awful experience. If zero was a rating I would have picked that! STAY AWAY FROM THIS UNETHICAL COMPANY THAT USES EASY OUTS AND EXCUSES TO GROW THEIR PROFITS. Clearly customer service is of little concern to this so called company

bought a new galaxy flip 4 a few months ago and having major issues - called customer service and they stoned wall me 5 calls three hours 9 people and finally a supervisor whom was worst than the entire group - they offered to send it out for repair 4 - 6 weeks - i use my phone for a living ... i paid a 1000 a few months later it does not work and they expect me to wait over a month! SAMSUNG CUSTOMER SERVICE SUCKS at best - rude - DO NOT RECOMMEND _ DO NOT BUY THEIR PRODUCTS

The customer service person in the US said they cannot help me with a computer driver issue and that I'd have to reach out to Samsung Canada for the same issue. What a joke. Waste of time. Unintelligent.

Worst customer service. My TV is still in the warranty but stopped working. I contacted samsung. First there service company tried to get money from me. Lady from service company called me and said that I will have to pay 365 dollars if I do not have receipt. Service company has nothing to do with the receipt. They opened my tv entirely but could not fix. Gave second appointment but at the last moment called me to let me know that they do have parts. I called samsung and they told me that it may be two try, three try or more. I am without tv since 1 month. Never buy

Horrible customer service. Every representative has a different answer. They simply try to cover up. But never go by the promise they make. Made like 25 calls to fix refrigerator, they covered up with different reasons every time. No 2 representatives have the same answer. Will never buy samsang appliances.

Worst customer service in the world. I bought 75 inch QLED TV which all of a sudden stoped working and still in the warranty. They tried to fix it first time but could not. Service guy remove everything from the tv. Messed up. Now says will try again. I asked how many times you will try and lady told me that third time also they will come and then we will see if fourth time is also required. They do not want to replace or refund but just want to temporary repair so my warranty gets over. Never buy

After a decade with Samsung and always buying the top line phones plus bought loads of phones for friends and family I finally decide to give up and move to different phones.
After the last update my phone Z fold 4 have restart itself several times and since the moment phone switched back on it couldent locate any WiFi network , cannot turn on bluetooth , cannot provide hotspot , draining battery much faster and slowed the phone 10 times and because of a tiny dent they didnt want to fix because of the warranty.
I believe that was Samsungs doing so they should cover the whole cost of the repair and they didnt.
Please avoid them at any cost !!!

Worst customer service ever!! New washer and still not working!! Too many ticket numbers to list!! Never buy SAMSUNG unless you want to lose your freaking mind.

Samsung Care Plus is ridiculous. I filed a claim online, and it charged me a $100 deductible. I get that, but then they put a $ 1,000 hold on my account until my broken, useless phone is returned to them. This is wild. How can they think it's okay to hold that much money in my account? I've been a loyal customer since the S2 came out. I will be seeking legal action soon, and several customers are going through the same thing

Horrible online shopping experience. Order was 3 days late but that's not the issue. The issue that they made me work for the delivery. After all the customer service bs, 6 days into using the TV, TV screen had a yellow/green line in the middle. Made multiple attempts to customer service to replace this TV, but no they wanted to send a technician. Technician was delayed for 15 days. And yet I had to open up my home to a stranger to fix a BRAND NEW TV. SAMSUNG IS THE WORST. Nerve buying anything again and will do everything to return this TV.

Very bad service
15 days ho gaya lekin abhi tak koi repl nahi Kiya hai warranty pe he refrigerator fir bhi koi service nahi dete hai
Don't buy samsung product

Do not contact. They do not know what they are doing. Each customer service representative I spoke to made problems worse without resolving original issue.

I had purchased a Samsung z fold mobile last year. Big display had some issues when I try to resolve my issue in warranty period. they just denied to cover it in warranty because of some minor scratches. This is very disappointing.

Have ordered earbuds from a store in Toronto, and paid for it, but I haven't gotten it in almost 3 weeks now. Called the store to check to see if its arrived, but perhaps they forgot to call me. They said yes they had it, went all the way there waited about an hour each way and paid for public transportation (around 7+ CAD), they didn't have it in the colour I ordered and tried to convince me to take the other colour. I said no, when is the colour that I ordered coming, they just said they didn't know and had no approximation on the time it would take, he just said it might be months and shrugged then said oh well I could refund it for you with some attitude. But I don't want the refund, I just want the product I have ordered and paid for. Oh also called customer service to complain and at least get compensation in the form of store credits for the 7 CAD and they were very argumentative and refused to do so, also stating that there was no way I could escalate the issue past them and that they were the highest ranking person I could talk to in the customer service department. By far one of the worst customer service experiences of my life.

Awesome service by Thiba. I had actually ordered a wrong colour of zflip 5 online. It was totally my fault. I called Samsung customer service Singapore to try my luck at getting a change of colour. Ytd I got a woman named Vee. She bluntly told me nothing could be done..I requested her to get her superior to call me today. So then Thiba called...and she helped me so graciously.thank god I stuck with Samsung...

Good evening!
This morning I was in Liverpool Samsung customer service centre to fix my elderly friend Dennis's phone.
A young man named Brandon has given us excellent service. He has taken hours to solve the problem and had enormous patience with his elderly customer.
I myself work in high-end fashion companies and was impressed with his services.
I would give it 10 out of 10.
Thank you once again, Brandon and his team.

I chatted with Darwin and he was amazing at helping me with my issues, thank you!!!!

There used to be a feature in the text window that would keep your favorite people at the top of the list always. Then it disappeared. I would like this feature back as it locks them at the top no matter what. Please return this feature please

Sabrina

After difficulty getting info via AT&T Customer Service, I went to McKnight store where Laken was a great help, giving clear and accurate information about my account and phones. Thank you. She went above and beyond; great Customer Service. THANK YOU.
Thanks to her manager, Scott, as well.

please make it possible to remove bigsby from my phone. trying to emulate an iPhone is the most unimaginative marketing scheme out there. I despise Apple and hence use your phones. I'm pretty sure I'm not alone in this view. Apple phones are about snobbery and over pricing and gimmicks. please make your phones a working device. maybe this could be your new niche?

8PM EST October 12, 2022 I was immediately connected with Samsung technical support. Carlos was knowledgeable and efficient. He restored my email on my Samsung Galaxy 22. His patience and courtesy were like a breath of fresh air. I hope Samsung appreciates Carlos. Kudos to Samsung for connecting me quickly to an excellent technician
Daryl Gager

I needed assistance with my Samsung Galaxy 22 phone. Carlos reset my email for me. He was knowledgeable and efficient. His courtesy and patience was like a breath of fresh air. Please show your appreciation for this valuable member of the Samsung customer support team. Kudos to Samsung for connecting me with an excellent technical support person at around 8:00 EST on October 12, 2022. Thank you, Daryl A Gager

Last night I submitted to a forced update on my phone. I woke up this morning to find out a bunch of stuff has been changed. How dare you? I bought the phone and I pay the bill. I don't like change. I'm not a young kid anymore. Thanks for listening, Tim

My remote for my Samsung TV was not working so I called Customer Service, and with a few directions from rep. JOVITA, it was working fine again. I will definitely by another Samsung with such good service.

Mary and my tech support was excellent. She was patient and very knowledgeable. We had a three-way conversation between Samsung spectrum my cable provider and myself to solve one of the problems. Afterwords Marianne helped me again with my sound bar and sub woofers and Lower took some time and a lot of experimentation she solve all my problems I was very very pleased.

Boy, was I surprised. My six YO Samsung ice maker was freezing up and dripping water. Service Quick sent two men to defrost and repair (?) it.
They replaced the entire ice maker and the board. They did a fantastic job and N/C.
They made me feel as if I won the lottery!

Dino provided excellent customer service, listened to and answered my questions respectfully and with knowledgeable information. I called customer service with regard to getting locked out of my phone due to forgetting the password connected to my iris scan. I accidently hung up before I could make comments on the customer review recording appologies to Dino! Barbara Chavira

Excellent, knowledgeable technical support

When the Samsung Support person messaged back after 4 mins, she was very straight to the point and acted upon the action quickly! Would highly recommend Sa

I had a small problem with my s21 plus so I contacted Samsung customer services. Dan, who dealt with my query was pleasant, knowledgeable and really professional. He sorted out in seconds what I tried to solve, taking considerably longer, without success! Good on yer Dan and thanks again.

I have been a Samsung user for over 20+ years and until now I have always been very happy with any phone or even with my Samsung Tab A, that is like I said until now. With everything going on in the world times have been tight so I couldn't buy the really good phones. But I'll tell you I never thought that this phone would be as bad as it is. I am not hear to down talk Samsung in any way because I absolutely love Samsung and their products, but if you are searching for a new phone do not waste your hard earned money on the a02s it is ABSOLUTELY THE WORST PHONE EVER MADE. I've had nothing but problems with this phone, anything from shutting down apps like pandora just because I opened or shut text messages to just shutting off in the middle of doing things, and the company that I bought it from gives 1 week to return the phone so I get shafted on that deal. I just wanted to warn anyone that is looking for a new phone

Appears that I'm an outlier on here. I don't know how I could have had a better experience when I just called in regarding my S22 pre-order. It was the press of I think 2 or 3 buttons to very quickly get to a live person. I think that in and of itself is quite a feat considering how many phones Samsung sells. I was lucky enough to have ended up with a woman named Cleo...from her product/process knowledge to her amazing customer service she was top notch!

My Samsung Twin cooling plus refrigerator continuously freezes up, every month or so. My old GE, or maytag refrigerators NEVER froze up. I will never buy a Samsung refrigerator again.
Samsung should refund all it's customers who's refrigerators freeze up. You tube has numerous instances of Samsung refrigerators freezing up.

I just wanted to take the time out to say thank you for providing excellent customer service support. A special thanks to representative Sollester. Thank you for providing excellent service. I appreciate how patient you were with me and for being so kind. Keep up the excellent service you deserve a gold star.

Not often do you end a call with a customer service representative in a better mood than when you started, and I started with a great mood. Jackie from Tampa was amazing! Professional, proficient, personable and super kind. It was the best customer service call I have ever had, and I have had tons! Good job, Samsung, and Jackie, thank you! This woman deserves a raise.

Marcos helped me with a very frustrating situation. He responded immediately, was patient and respectful and got the job done. I can't thank Samsung enough for hiring such wonderful customer service people. Give him a big raise!j

I am using a Samsung S7 edge since last 6 years and it is giving amazing performance. Until now it is not taken to a service centre even once for any reason. Even I have used this phone in the swimming pool snd seas for underwater shooting, I am being exposed continuesly to extreme weather conditions of Qatar as part of my job since I bought. Thanks to Samsung for giving such a wonderful phone. I never thought for an upgrade from this even in this 2021.

I used the customer services today to help me get into my locked mobile, and the young lady that dealt with my query was excellent, patient and kind I couldn't recommend them more.

I just wanted to let you know that I actually had a good experience with Samsung's returns. I have a brand new Samsung French Door Refrigerator that we got in January of this year and it's already having cooling issues. After contacting Samsung numerous times to troubleshoot they set up a request to have a technician come out to the house to fix it. Unfortunately I heard back a day later no one services my area, so they did offer a full refund of the appliance. I submitted all of the required information and paperwork via email and their text chat ... and held onto the refrigerator and received a full refund within two weeks. Hopefully this information helps someone else out.

Dear readers,

I am aware of the cases that Samsung receives on a daily basis and before you criticize the "customer service" you must know what customer service is. Customer service is not doing what the customer wants or changing the policies and procedures for the customer's benefit. Customer service is doing your best to assist a customer WITHIN your posibilities showing a good tone and empathizing with the customer at all times, going the extra mile for the customer.

Customers call in every day with requests that they wish we could coply. Customers can receive the best customer service ever, but at the end, if customers do not get what they want, even if is something ridiculous and absurd, they will always complaint about the customer service. I do understand that there might be cases in which the agent that assists you might not be the most prepared and gentle, but the mayority of the times that customers complaint about Samsungs customer service is because they did not get what they want. If any company gives the customer what they want it will go broke in days. That is why there are policies and procedures to follow and to be met. They mayority of the times, we do our best to assist any customer with any request but when we say that there is nothing else that can be done, is not because we dont want to help you, but because there is really nothing else that we are allowed to do for you.


Thank you.

Anonymous.

I am a former Samsung customer service representative. Samsung uses BPO's (business processing outsourcing centers) to take customer service calls. I worked for Iqor and Samsung is their client. I see all of the negative comments and they are 100% valid. From a customer service agent perspective I can tell you that Samsung really had our hands tied when it came to providing viable troubleshooting/repair options to customers. Specifically our call center handled the telecommunications division of Samsung. We took calls for customers having issues with their mobile devices (cell phones tablets). We would exhaust our troubleshooting efforts over the phone and if we determined a repair was the only option, we had no other alternative than to have the customer send in their phone. This poses a great inconvenience to customers. Samsung never provides a loaner phone or replacement. The warranty is strictly a repair warranty and never offers customers better solutions like replacements. I encountered many situations and angry customers with those in which a phone had already been sent to the Samsung repair center 2 and 3 times. Customers reported having the same issues that were never really fixed. I had to somehow convince the customer that our technicians at the repair center put the phone through a rigorous quality check before sending it back to the customer. That was a next to impossible sell. I incurred the wrath of many customers. While I understood and agreed with their frustration there was absolutely nothing I could do to ameliorate their predicament. In addition to this, Samsung provides poor training to agents they have on the phone to take customer service calls. Samsungs main BPO Iqor is an example of a company that will hire anyone with a pulse. These agents do not care about anything but making it through the day to quitting time and going home. They are ill equipped to handle the multitude of technical issues customers call about. I, for one, did take pride in doing my best to assist customers but I was truly limited in many instances where Samsung's unreasonable warranty came into play. I had many customers tell me they had few issues with Apple products in comparison. Samsung may be on top for now, but if the customer service continues in this manner more and more will turn to alternative brands. I have seen many Chinese replicas of these Samsung phones that can be purchased for a fraction of the price and are probably just as good a quality if not better. I really hope Samsung visits sites like these to get an outside perspective of what customers really think. They need to, otherwise their ship is going to sink.

I was one of the reseller of Samsung mobile in the Asian area, to be precise in Thailand. however, one thing good about Samsung is they never been late in sending us the invoice for products that we've bought. but eventually they used to be so late in sending the products ordered to our store. it's probably because they're used to use a very odd and old style assembling system. they made all the installed and programs Operation system in Korea, then later send it to the available factories nearby, but it takes years before those products can arrived safely in our store. it happens for these past 3 years already (since I started to sell samsung mobile). So far i heard more than 65% of other retail store around Asia also have the same problems. The worst thing is, whenever I tried to approach them, they never give any sufficient response. they just said, wait, it's been processed.

I was an employee at samsung and you had to try to trouble shoot and get the customer off the phone in 6 and half minutes with a floor person in the back ground telling you , you need to hurry and get the customer off the line the call is taking to long. Hated this job never had so many rude people in my face. You can barely verify the customers information in 6 mins more less trouble shoot with them to try and resolve their problem. If you raise your hand to try and get assistants with a call you may get someone after having the customer on hold for 10 mins but they tell you dont leave the customer on hold longer than 3 mins
so in the mean time you have to keep going back 3 and 4 times tell asking the customer to please hold 2 to 3 more minutes

I agree with everything you all have said about samsung. I work for Samsung as a CSR and it gets harder and harder to work there. Can't believe that these products that customers purchase are that messed up. I try my best to help but with limited resources and the BS training they provide us, it's hard. Believe me, I feel your pain. When you all call in and want to speak with a supervisor, basically, they can't do anything either. I'm going to give you all how this stuff work. In order to get you product replaced, it has to be serviced atleast 3 times, pathetic, I know. We then set up a claim and it goes to our Executive Customer Relations dept, and its not much they can do to speed up the process. They submit the claim to samsung corporate and then have to wait for approval, sad aint it. And I know when you all call in, the customer service/so called tech support really suck. Again, when they hire us, we only get 2 weeks of training then they put us on the phones. Some of the people on the phones are technical at all. Fortunately, I'm one of the technical ones but I'm not able to provide quality service because after 5-6 minutes I'm being rushed off the phones. And so you know, Samsung contracted a company name Alorica to handle the customer service duties. If you look up Alorica complaints, you will see the BS that this company is about. Just know that there are some of us that really care and want to help but again, we are very limited on resources. The same user manual that you have, some of us are looking in it also. And since I've been working for samsung/alorica, I will never in a millions years purchase a samsung product. Even if it was given to me for free, I would give it back. One time I was in Best Buy and this guy was looking at a samsung tv, I told him to don't waste his time, it's a piece of junk. Here are some contact info if you want you complaint to get across: Samsung Corporate 973-601-6000; www.alorica.com Executive Customer Relations(ECR) 800-522-7341. Thanks ! ! !