Samsung Canada
Consumers need as many forums to share their customer service complaints as
possible and the addition to others such as Ellen Roseman’s at the Star can
only help get the word out about Companies that appear more concerned about
the bottom dollar than ensuring their products last a reasonable time, or
address known defects and issues with consumers interests at heart.
I offer the example of Samsung Canada‘s refusal to support owners
experiencing a KNOWN issue (on/off clicking at power up, created by faulty
capacitors including #CM852 & CM853, and possibly others on the power supply
board) by repairing the defective units.
Initially Samsung denied the existence of the problem or indicated “We have
confirmed with our Quality Control department that the model you own does
not exhibit any widespread issues that may cause concerns.” Denying it
became more difficult when faced with the evidence of numerous internet
reports by owners and when I noted one of their own Samsung repair techs
started a forum discussion on CNET and initiated a 50 customer investigation
in September 2009 to determine why the capacitors are failing in a variety
of Samsung LCD Tv models, often shortly after warranty expiry.
http://forums.cnet.com/5208-13973_102-0.html?threadID=357687
Some owners have been successful in getting Samsung to repair the problem
but in Canada, the Office of the President’s rep Ahmed Yahiouche states “Our
decision will stand,” in response to a request that his superior review the
claim since based on how he handled the claim, it appears he didn’t bother
reading the claim to learn we were out of warranty when we initiated it, yet
he proceeded to request information to consider the claim, and then denied
it ‘due to the expiry of your limited warranty’.
His office has been provided the links to the CNET Samsung Tech’s thread,
where it is acknowledged a widespread problem with Samsung TV’s exists.
Ripoffreports where another owner received a similar cut and paste
response from him months earlier, and other forums discussing the on/off
issue.
Samsung has failed to acknowledge there is an implied product warranty and a
reasonable expectation that their products last more than a few months
beyond the 1 year warranty…or perhaps Samsung does only expect their
product to last just beyond the one year manufacturer warranty and owners
are unreasonable in their expectation?
All imo (in my opinion).
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
September 14th, 2013 at 4:09 pm
I bought a SAMSUNG D6000 LED 60inches on November 2011, and less than 19 months after it just stopped working completely. Service technician said it is not repairable. I called Samsung customer service, and they said they can’t help after a year from purchasing the unit. So, if you are buying a Samsung be prepared to spend more money after a year f purchasing it. No incentives or support is provided by Samsung.
November 7th, 2013 at 5:53 am
I purchased a 58″ plasma television in March of 2011. Last year, my family and I began to notice a pink discolouration when lighter colours, especially white appeared. As it was mild at first, we did not report it to Samsung. The problem has gotten much worse to the point where it has become a constant distraction when watching television or movies. We called Samsung customer service and were advised to update our firmware (no change), a factory reset (no change) and to try the burn in scrolling software (no change). Upon doing our own research, it was a common problem occurring in Samsung plasma televisions called “pink banding”. We escalated our complaint and spoke to a customer service specialist named Marcus. Initially we were told that since we are beyond the 1 year warrenty, Samsung would not repair the television. After discussing the matter further, explaining that Samsung under statuary warrenty, have a duty to produce products that last a reasonable period of time, 2 years of regular television use does not constitute a reasonable period of time. Marcus advised he would send in a request for repair and we would be contacted within 24-48 hours with a decision. The next morning, I checked our email and found a Samsung repair ticket. I called Samsung once more and spoke with a regular customer service agent, who pulled up our ticket number attached to the repair ticket and stated that we would recieve a one time out of warrenty repair and that parts and labour would be covered. Unfortunately, we received a call from the repair company Top Tech Electronics shortly after this conversation, advising that only the part was being covered and that a charge of $225 plus taxes would need to be paid by us. Top Tech Electronics stated that it Samsung’s discretion to cover both parts and labour. Another call was placed to Samsung and we were transferred to another customer service specialist named Greg. Despite advising Greg that we were told earlier on in the day that everything would be covered, Greg insisted that only the part would be covered and that it was not within his power to cover the labour. He refused to provide us with his employee ID stating that it was company policy to not provide employee IDs, despite the fact that his co-worker Marcus and the cusomter service agent before provided us with their IDs with no hesitation. He also refused to provide us with a contact number for his supervisor or someone above him, stating that they are the only ones who handled the complaints. We asked him what happens if we wanted to complain about his customer service and he again stated there was no one to talk to. He would not admit that many Samsung plasmas, especially the model number we owned had a similar problem, despite the numerous online forums where other owner’s of this model and plasmas from Samsung reported having the exact same issue, with pictures displaying the same problem were experiencing (this was all told to Greg). We will never purchase another Samsung product again. Not because of the defects, but because of the horrible customer service and their inability to admit common problematic issues in their equipment and find a reasonable solution. Now we will be out another $250, beyond the $2000 we had already paid for the television and we are not confident that the repair part ordered will recitfy the issue for a reasonable period of time. Considering we are a young couple with many more years of purchases to be made, why throw your customer’s satisfaction out the window for $250?
November 25th, 2013 at 10:41 pm
Bought a new Samsung induction range in January 2013. Shortly after we purchased it, it began to short out whenever we baked potato wedges or did a self-clean cycle. A repairman came and “fixed” the problem, but it didn’t work. The shorts kept occurring. For the last month, Samsung has been debating about replacing the electronics completely or replacing the whole range. Just received a call today indicating that they would replace the range, but I need to provide my credit card number so that they can charge me for the new range in the event that their delivery company doesn’t return the old range to them. WHAT?? I refused to provide my credit card information since we already paid for the range and the exchange due to defect under warranty is their responsibility. I was given the [email protected] address to submit my complaint, but he told me that I would just receive the same information about their policy and it would delay the exchange. He quite rudely stated that the next time I call him back about the exchange, I would have to provide him my credit card number. I do not accept this and will work with Sears (from whom we purchased the range, including extended warranty) and the Better Business Bureau if necessary to get a working range (which isn’t a lower-end model, either). This has been an extremely disappointing customer service experience. I would not recommend Samsung to anyone after this.
November 28th, 2013 at 2:37 pm
I got a galaxy nexus phone a year ago. It has been “repaired” 4 times by samsung. As soon as I turn it on it breaks again. Calling the customer support line is a waste of time! They won’t do anything for me and lie left right and centre. I will never purchase any of their products again! We must get the word out!
December 13th, 2013 at 3:38 pm
I have got Samsung Galaxy S3 in April, 2013. In Nov 2013, my phone start to suddenly freeze often, on and off automatically for no reason. I sent it back to repair. After 1 month waiting, Then they told me it is liquid damage and was not cover by the warranty. I was very careful with my device so there is no way to get water in phone. I am 100% sure it was not water damage. They told me the cost for repair is $1000. After review all the comment from here, I believe “Liquid damage” is one of their excuse to refuse to honor their warranty.
February 7th, 2014 at 7:34 am
wow, so I was looking for the customer support number for Samsung thinking they would back me up if I cant get anywhere with leons extended warranty, but after finding all these complaints, I guess I will be fighting a losing battle………well, I bought a Samsung top loader he washer 1500.00, 2 months after the 1 year warranty, it breaks, wont spin, well lucky I have the extended warranty, right? not so much… so they showed up to fix it, ordered a part, waited two weeks for the part… wrong part, waited another week or so,they showed up with a whole new motor, put it in , doesn’t work… now I am back to fighting with them… I wont be buying another Samsung product ever again…….
February 11th, 2014 at 8:02 pm
Dear network,
After months of dealing with samsung directly I would like to let each of you know about my situation.
1. I was forced into completely waling away from both systems sold to me. The second being a out of box system.
I paid extra even though I paid for a huge warrantee.
After the computer was in. I was forced to wait a month. Being that samsung is supposed to be the best. A back order would not be present on a main system correct? Well it was. For 1.5 months. This is what future shop told me. After getting frustrated I was told to take the system back and try and recover all losses. One this was done to contact samsung directly.
After 3 months of messages and lousy customer service I was put in touch with Grace. Who samsung has now said is on a leave of absence. I’m guessing she was fired for the info she told me.
She mentioned this happening before. Apology after apology she made tapers to call and to contact me as promised. Until she mentioned this never happening again and that as a customer dealing with this mess I deserved something for my time lost and a apology from samsung directly. She mentioned recording this and to make sure i mention this.
After a week of no messages and rude emails when I sent messages asking what was happening. I have decided to spend my spare time posting and reporting this email. If you would like the emails from samsung please feel free to ask.
In my opinion do not ever purchase from samsung. If they decide to clean up their act I will let you all know. Until then feel free to ask me anything regarding other choices with laptops and electronics. I would be more then happy to direct you elsewhere.
I have bcc’ed you all for privacy.
Thank you for your time.
Randy Nash.
Ink Effects. .
February 26th, 2014 at 4:02 pm
DO NOT BUY SAMSUNG PRODUCTS!!!
I purchased a front load washer. Shortly after the warranty the latch part broke. The washer could not lock anymore. I looked it up on the web and repaired my appliance for $100. Here is what gets me irritated:
1- The new part from Samsung is slightly different which tells me that they knew that this part was defective.
2- I called 1-800-samsung and asked them to consider reimbursing me for my repairs since I find it unreasonable for the appliance to break down in about 2 years. I had a top loading machine which I paid a fraction of the cost of this piece of sh** and it lasted me 15 years before my first repair. What am I supposed to expect this machine to last???
3- I got my call escalated to the Executive Customer Relations Department to expose my case. “Jesse” told me that he would look into this case and call me back in 24 hours. Being a good player, I let him a week. When I called them back, I was told that my ticket was cancelled. Cancelled!!! The moral of this story is that Samsung does not care about their customers; just about selling their products.
Next time you purchase an appliance or an electronic product, be sure that they are backed by good customer service and that they actually last.
This is it for me and Samsung!!
May 25th, 2014 at 9:48 pm
Attention:James Politeski- 55 Inch LED Smart TV?
Hello James. My name is Zachary Bobolo. In early January 2014 I bought a Samsung 55 Inch Smart TV from Best Buy. In July of 2014 a bunch of white dots appeared on my screen. I took about 10 hours on the phone to get a tech out to my place to fix the problem. The whole screen was replaced and everything was good. Now in late May 2014 the screen on the same TV has got the same problem(white dots on the screen). This is obviously a known problem unless it was a problem with something else on the TV. I am being told by support staff that there is nothing they can do because it has been over a year, Well this goes back to my original problem when the TV was under warranty. I have lots of Samsung products like 3 TVs , 2 laptops, 3 sound bars and 2 cell phones. I buy all the new products when they come out and i would like to be respected as a customer and this original problem solved/fixed/replaced anything.. p.s I was very polite and have all calls recorded and the last 3 times I have called I have had to ask for a manager and have been hung up on.
Thank you for you’re time sincerely Zachary J Bobolo.
July 11th, 2014 at 10:55 am
What to say that was not said this compagnie suck good time. I am my self in 2014 got the same problem that I am reading here. So 4 years and no change of Samsung Canada. They will never have me again or any of my friends, family as customers.
April 8th, 2015 at 3:59 pm
My S4 stops making calls, I send it in, because of their poor manufacturing and some plastic lifting up on one side they cancel the warranty and won’t do anything, asking me to pay the full value of the phone again to fix it.
I tried to escalate, I tried to speak to higher up people, but no… they won’t do anything.
I had no idea their customer service was so bad, and I am now considering an all out ban on samsung products.
September 17th, 2015 at 12:28 pm
worst customer service I’ve ever experience I called Samsung over 10 times to get a warranty part for my dishwasher and I spent 2 weeks and 3 days on the phone each rep had a different answer and guess what i still don’t have the part for my dishwasher which is only 6 month old. oh and I got transferred and disconnected 3 times. Dear Samsung your warranty and service support sucks
February 12th, 2016 at 5:08 pm
Anyone looking for Samsung contact numbers? Contact me, I’ll hook you up.
February 16th, 2016 at 1:15 am
Don’t buy Samsung!! Brand new fridge unpacked. chef pantry door fell off. pantry tray does not roll properly. And the noise it makes wakes us and the dogs up at night. Zilch customer service. rude, hangups. 3 months before repair came repair keeps getting wrong parts, incomplete parts for drawer etc. No solution for excessive noise. will not replace fridge.
DO NOT BUY SAMSUNG.
April 6th, 2016 at 10:35 pm
I was just on samsung (spit) live chat trying to find out if my phone will handle a 500ma car charger. They refused to tell me, but instead recommended samsung (spit) chargers and posted a link in our chat that immediately opened a new browser window on my computer soliciting samsung (spit) products. I was furious! I felt violated and betrayed. Who the hell do they think they are accessing apps on my computer without my permission. I called customer service but none of the 5 reps that I spoke to heard a single word I was saying. They all did the same thing… they would side step the real issue I was having and make up their own issue that they can help me with. i.e., after telling them about the chat incident one rep said that they cannot help me because my phone number is not in their system; another rep told me that they don’t have supervisors and when I asked to talk with another representative I was told that they don’t transfer calls there either. I’m soooo glad I recorded the conversation – thanks to the free Record My Call app. Another rep I spoke to told me to call back and ask for a different rep but wouldn’t tell me the numbers to enter to get back to the same department. He kept saying… “there’s only one number… the samsung number” but wouldn’t tell me what it is. He didn’t even spit after saying samsung (spit). I speak from experience when I say DO NOT BUY SAMSUNG (SPIT) PRODUCTS. Their products are not worth the price they charge and their “excellence in service” is just one big lie. It seems samsung (spit) is only interested in making money and don’t give a rats ass about the hands that are feeding them! Shame on you Samsung (BIG HORKIN SPIT).
April 22nd, 2016 at 12:44 pm
Can I have the “secret” contact numbers for Samsung. I have ordered a gas range but have read in the installation manual that in Canada, all freestanding ranges need to be installed 12 cm (almost 5 inches) from any surface. This is ridiculous and I am convinced it is an error, especially given that the manual for the electric ranges gives a distance of 12 mm (i.e. less than half an inch). I can’t get anyone at Samsung to deal with this and we don’t want to receive the range and find out it contravenes regulations. So we will likely have to cancel the order – and any future dealings with Samsung.
October 19th, 2016 at 12:43 pm
I am attaching correspondence with Samsung about the dryer purchased a year ago and has never worked. Now they claim “it out of warranty”
Vipul Desai: Thank you for choosing Samsung. A representative will be with you shortly. Chat InformationYou are now chatting with ‘Lionel’. There will be a brief survey at the end of our chat to share feedback on my performance today. Chat InformationYour Issue ID for this chat is LTK111730157984X Lionel: Hi, thank you for contacting Samsung Canada support. How may I assist you today? Vipul Desai: I need to get resolution on a warranty issue Lionel: Please go ahead with your question. Vipul Desai: I bought a brand new dryer through Lowes and it started giving problems, didnt dry clothes, got error messages etc. Your service company tired to fix it probably four times and since last service I am having same issues. Lionel: I understand your concern regarding the continues issues with the dryer. Lionel: When was the last service done? Vipul Desai: When i called your service # they are refusing to work on it saying warranty period is over. As far as I am concerned I have been sold a crappy product which never worked properly. I expect that Samsung fix my dryer asap. Vipul Desai: My adress is 27 Amity Road, Mississauga, On Vipul Desai: I feel really disappointed as it looks like Samsung produces very inferior quality products such as lousy cell phone and now dryers!!!! Lionel: I certainly understand your situation. Lionel: Let me check my resources and assist you with the required information. Lionel: May I know the ticket number of the last service set up? Vipul Desai: 4135776886 Lionel: Thank you. Lionel: Was the last time the service done is in May. Right? Vipul Desai: I think June Vipul Desai: The point is that the dryer is having the same problem it has from the beginning. Vipul Desai: I would like your CEO to explain to me why a product doesn’t work for a year and you claim warranty is over!!! Vipul Desai: I mean I am expecting an official letter from your CEO Lionel: The last repair was done by the service center: ELITE APPLIANCE SERVICE. Right? Vipul Desai: yes they have done All the repairs Lionel: Thank you for confirming. Lionel: One moment please. Lionel: I appreciate your time and patience. Lionel: I have checked the information and I see that as the unit is currently out of warranty and the dryer needs to be serviced to fix the issue now. Lionel: Vipul, I could see it could have been upsetting however if the product is out of warranty the service will be charged. Lionel: I could have surely provided if there are any possible further options available. Lionel: Hope you understand the limitations. The dryer needs to be serviced to fix the issue and service will not be covered under warranty. Vipul Desai: I dont agree with this as Samsung has supplied me with a faulty unit, as you can see that the same problem has been faced by the product and it has not been fixed by Samsung or their agent. I am going to write to the Consumer If you are not satisfied with a purchase or a service you paid for, you can complain. In fact, it is your responsibility as a consumer to complain about poor services and products. An effective complaint will benefit you and others, as well as encourage the company to be more responsible. You have a valid complaint if: The product or service failed to perform its intended function, and You have taken the proper care and maintenance and complied with the conditions of the warranty. Vipul Desai: The Ontario Ministry of Government and Consumer Services deals with complaints related to consumer protection, business practices and public safety. The Better Business Bureau (BBB) receives complaints about local businesses. Industry-specific regulatory agencies and business associations deal with complaints about particular goods and services. Vipul Desai: I am also going to the small claims Court Lionel: Vipul, I do understand your situation. Lionel: Let me see if there are any other options to help you in this issue. Vipul Desai: I am saving this conversation as part of my evidence including all the correspondence with your service [provider which proves the continuous problems faced by the product. Vipul Desai: I am also calling Ellen Roseman Vipul Desai: Ellen Roseman from Toronto Star Lionel: One moment please. Lionel: Vipul, I see that the last ticket has been few days back by the phone support and it has been escalated to the Samsung higher department. Is that correct? Vipul Desai: I believe I was told yesterday that I am not going to get any more support Vipul Desai: At this stage I am so fed up that even if it cost me money i am going to take Samsung to court and do everything under my power to advertise the way Samsung operates by contacting not only Ellen but all social media Lionel: No worries, I would now forward the issue to the Samsung higher department with all the ticket numbers of the dryer issue and arrange a call back. Lionel: They would get back to you at the earliest and provide you further steps to be followed for the dryer ongoing issues. Lionel: Is that okay with you? Vipul Desai: Well do I have a choice? Vipul Desai: Also need to connect with your CEO Vipul Desai: How can I contact him/her? Lionel: I will be right with you. Vipul Desai: ok thanks Vipul Desai: We pride ourselves on delivering the world’s best products through operational excellence and innovation prowess. As we look forward to exploring new business areas including healthcare and biotechnology, we are excited for new challenges and opportunities ahead. Samsung Electronics will continue to build on top of its current achievements new capacity and expertise to further its competitiveness and its history of innovation. Lionel: Could you please stay online for few minutes while I create the ticket and forward it. Vipul Desai: Please tell your CEO how does their Vision 2000 as on the website compares with the way they are treating me ??? Lionel: We would surely forward all your valuable feedbacks as well. Vipul Desai: I need time frame for a response, I am also contacting Lowes CEO and asking them an answer from them as well as about why they should continue selling inferior products in their stores. Lionel: Vipul, the appropriate department would contact you back within 48 business hours. Vipul Desai: Ok thank you for your help. Lionel: You’re welcome. Lionel: One more moment please.
Paul: Hi, thank you for contacting Samsung Canada support. How may I assist you today?
Vipul Desai: I was suppose to get a response ???
Vipul Desai: If I dont get an immediate response I am contacting Ellen Roseman
Paul: Hello, Vipul.
Paul: Please give me few minutes to review the information you have shared.
Vipul Desai: Ellen Roseman Submit Home About Ellen Toronto Star Columns My Twitter My Facebook My Blog Articles Ellen’s Books Contact Thank You For Contacting Me I read every message and will get back to you as soon as I can. My new book is available on Amazon. It’s called “Fight Back: 81 Ways To Help You Save Money And Protect Yourself From Corporate Trickery”. Best regards, Ellen Roseman
Paul: Thank you for being on hold.
Paul: I see that the dryer is not getting heat and it is out of warranty.
Paul: Am I right?
Vipul Desai: The dryer never worked from day one and Samsung or their agent worked on it many times and never could get it working .
Paul: I will be right with you.
Paul: Yes, You concern is escalated to higher department and an appropriate team is working on it.
Paul: Here is the ticket number: 2149036620.
Paul: You will receive a call back at the earliest.
Paul: Or else, I suggest you to contact our phone support at 1-800-726-7864 they are available 8:30am – 12:00am midnight (EST) 7 days a week, 365 days of the year with the ticket number 2149036620.
Vipul Desai: how can I contact Seo Gi Yong?
Vipul Desai: I dont want to talk to your 1 800 number??
Paul: Once they review the ticket number:, they forward the call to the appropriate department
Vipul Desai: I want to talk to Seo
Vipul Desai: i expect either someone from Samsung call me and take the dryer or I can call Seo
Vipul Desai: give me his contact info
Paul: I can certainly understand your concern, We are into product support do not have any privilege to help you on this as an appropriate team is working on this.
Vipul Desai: So can I expect a call? As you know I have contacted Ellen Roseman!! Do you know what that means??
Paul: Yes, I know about her. A journalist and a writer.
Paul: Are we still connected on the chat?
Vipul Desai: yes
Paul: Thank you for confirming.
Paul: Do you have any further questions for me?
Vipul Desai: well no
Paul: Have a Good day, Vipul.
Paul: Thank you for understanding, Vipul.
Paul: Thank you for chatting with Samsung Canada support. If you have a minute, please click on the blue “X close” button to receive the transcript of your chat and fill out a brief survey to help us serve you better.
Chat InformationThank you for chatting with us. Please click the “Close” button on the top right of the chat window to tell us how we did today.
March 29th, 2017 at 8:09 pm
We spent an hour and a half with a Samsung tech support person who was unable to solve our problem of why the BBC App was not working.
What a waste of our time!!
I would recommend to all not to buy a Samsung electronic product.
May 29th, 2017 at 12:10 pm
My wife purchased a Samsung refrigerator from Sears in Bridgewater, NS 17Oct2016 (del’d 31Oct16). On 23May2017
the compressor became very loud and stopped cooling.
Called Sears next am and was told to call Samsung.
Called Samsung 24,25 &25May and got nothing but a runaround. Will call again this date but do not expect any satisfaction. It appears that Samsung’s warranty is not worth the paper it is written on! Believe me, this is not over yet. Will update as necessary.
May 29th, 2017 at 12:12 pm
ps: The compressor quit working entirely 25May2017!
July 3rd, 2017 at 1:05 pm
I had my brand new Samsung Galaxy 8+ for a whole six weeks! Was sent out the first time because it burnt up in side should of been replaced! then 2 days after I get it back from ALL Tech-Neek Electronics the phone starts loosing functions the finger print scanner was not responding and it was loose!Had to send it back again!! They would not take responsibility for their useless work and now I have a 13 hundred dollar plus paper weight!! Is this site still active and is it possible to talk to someone in Samsung management and by that I do nit mean management in the overseas Call Centers. I have been to The Dominican Republic The Caribbean And the Philippians and all they can say over and over is so sorry Ma’am not one Fluent speaking English Person! I want to talk to someone that will help me!!
July 7th, 2017 at 1:10 pm
worst customer service I’ve ever experience I emailed and called Samsung over 10 times to get a repaired range. They responded that they will respond by 72 hours but even though number of reminder they are not responding. Today is almost 7 days. Dear Samsung your warranty and service support sucks.
July 26th, 2017 at 3:38 pm
Similar very rude service from Samsung. Wouldn’t admit problem was manufacturing defect, and rep hung up on me! when I asked to speak to someone else.
November 14th, 2017 at 5:42 am
I bought a Samsung microwave a few years ago. The handle broke off within three months. Samsung refused to warranty it saying this happened because of wear and tear. Not sure how that is excluded from warranty on a three month old product. Cheap plastic handle was the reason.
Samsung only resolution was to send out a repair person at a cost to me of approx. $200. Unit brand new cost only $300. So I have been living with it for the past year.
Problems happen…how you address them is what counts. Big fail so far Samsung.
November 23rd, 2017 at 2:11 am
I bought a Galaxy Nexus 7 phone from Bell and right from the start it started to hang itself up while talking so I took it back to Bell and they said I was probably holding it too close to my cheek so I took their word for it and left.I started to use the speaker phone as much as I could and the same thing happened so back to Bell I went and they called their tech department and I talked to them and they said it needed a new SIM CARD so I said go ahead and Bell was going to charge me $15.00 and I refused to pay it so I got it free.The phone was fine for a few days and then started doing the same thing again plus every time I activated the phone I would get the weather report so back to Bell I went and I talked to the tech department again and they said they didn’t have a fix for it and gave me the number to Samsung. I called them and three times he had me hold the on switch,the home switch and the volume switch all at once and finally a new screen came on and he told me to scroll to a certain line and then shut the phone off. He then told me three times to call someone and I told him that sometimes it didn’t happen and sometimes it wouldn’t do anything for about fifteen minutes to a half hour and I didn’t want to bother anyone for that long so he insisted that I do it and all three times within about five minutes each time it hung itself up. He then said I would have to send it in to Samsung for repair and I demanded a new phone because it was less than two months old but he flatly refused and said it would have to be sent in and said I would lose all the data I had uploaded meaning phone numbers,pictures and about one thousand songs I had uploaded so I asked the Bell guy if he could back up all my data and he agreed to.I thought he was doing it on the phone I would get as a loaner so I asked him if that was my loaner and he said if Samsung was fixing it they would have to supply the loaner so I went back to the Samsung guy and asked about a loaner and he said Bell would give me one so back to the Bell guy I went and told him and he said if Samsung was going to fix it they would have to give me the loaner so I went back to the Samsung guy and he said they didn’t supply loaners and I told him I used it exclusively as my home phone and it was the only phone I used but he still said no loaner and suggested Bell fix it and I told him that they didn’t have a fix for it but he then insisted that if I wanted a loaner I had to have Bell fix it and I have to have a phone so I agreed to let Bell fix it or at least try.I went back to the Samsung guy and asked to speak to someone with more authority and he refused so I kind of lost it and told him that I would never buy a Samsung product again and would tell everyone I knew not to buy Samsung with a few extra words added in.I went back to the Bell guy and told him I had no choice if I wanted a loaner and agreed to let Bell try to fix it even though their tech department didn’t have a fix for it.He then pulled out a Samsung five out and said that would be my loaner so he had to load all the data on to the loaner and by this time I had been there for two hours so he loaded the loaner phone with my data.I have to say the Bell guy was very nice through the whole process and said it wasn’t a problem doing all the loading onto different phones.I told him he would have to tell the Samsung guy or he would get a lot of nasty words again from me so I have an old phone for a loaner and no satisfaction at all from Samsung and I fully expect to get the phone back with the same problems and Samsung will do nothing.
November 23rd, 2017 at 2:25 am
I always thought Samsung built quality products but from all the complaints I have read that went unsolved I will never buy a Samsung product again.I am so glad I chose LG for my smart TV,I have never had a problem with it and it is over two years old and working beautifully.Samsung will eventually either go out of business or start treating their customers with a bit of respect and make worry free products.I am still going to try to get a number to Samsung where I will get some satisfaction but I won’t bet on it.
December 27th, 2017 at 11:10 pm
Looking forcontact information for Samsung executives. It has been a long saga of a stove that caught fire, was replaced and 2 years later major problems that will cost $300. The repair man has been here twice and both times Samsung has sent the wrong parts. Very frustrating!
May 4th, 2018 at 12:04 pm
I purchased a top of the line front loader machine in Nov 2017. I have had problems with the lock since purchased. I have had the lock repaired twice. I was offered a refund of what I paid. I said no, that would not buy me a top of the line. After many weeks of emails. I said repair the machine again. This has been ongoing since the 20th of April. The repair man is going to rebuild the entire front of the machine. So since Nov 2018, there was a period I was away. But it is now May 04 2018. Still can not use the top of the line front loader machine The service from refunds was pure hell. This process for a top of the line Samsung is pure hell. Anybody know where to go so I can get more satisfaction. I am not getting it from Samsung. The store I purchased it at has closed. Not at loving Samsung. Any help please would be great.
May 28th, 2018 at 1:30 pm
I sent this email to Samsung:
On December 13, 2015 I purchased a Samsung RF23HCEDBSR Refrigerator from Canadian Appliances Source in Ottawa. Attached is the original bill of sale. I also purchased an extended maintenance contract.
Since owning the appliance I have had a service technician here 7 times for problems with the refrigerator. Most of the problems have been with the ice maker. After the last repair, the tech did something that caused the refrigerator to fail (the freezer was still working). When we got up the next morning we found the fridge temp at 15C and had to throw out all of the food in the unit.
On all service calls, new parts were ordered and so a second visit was required. On the last visit to replace parts, I observed the tech spraying water into the ice maker section and using a hair dryer to defrost the ice maker parts. Reading the manual, I see that both these actions are specifically mentioned as things not to do. After he left we found a large amount of water in the bottom of the fridge the next day, that we had to clean up.
The tech was here again yesterday (visit #7) and said he had to order more parts and then return next week and defrost the fridge using a hair dryer and replace some other parts, The ice maker is still not working properly, however it may be due to the fact that the fridge temp is 15C.
We were forced to go out and buy a small fridge to tide us over until the Samsung is fixed.
To say we are less than pleased with this fridge and on-going service would be an understatement. We paid a hefty price for this unit, and based on consumer reports believed Samsung to be a reliable manufacture. Our opinion has changed and we are now not sure at what to do, as we have a fridge we can no longer trust and certainly have no faith that the service technician will resolve the issues with this unit.
Any suggestions or help with these problems would be much appreciated.
Looking forward to hearing back from you.
This is their reply:
Dear GEORGE SHAFER,
Thank you for taking the time to share with us your experience with Samsung.
We would like to invite you to contact the place of purchase for further assistance under the extended warranty.
Please note that Samsung’s limited warranty only covers one year from date of purchase.
Please accept all our sincere apologies for the inconvenience this issue may have caused you.
We appreciate your efforts in communicating your needs with us.
Thank you for your time.
Sincerely,
Office of the President
Samsung Electronics Canada Inc.
NOTICE: This message, including any attachments, is only for the use of the intended recipient(s) and may contain confidential and privileged information, or information otherwise protected from disclosure by law. If the reader of this message is not the intended recipient, you are hereby notified that any use, disclosure, copying, dissemination or distribution of this message or any of its attachments is strictly prohibited. If you received this message in error, please contact the sender immediately by reply email and destroy this message, including all attachments, and any copies thereof.
So it appears that 8 calls on a 2-year old product is OK with Samsung. I have filed a report with the BBB and will never buy another one of their products.
June 1st, 2018 at 11:21 am
It appears that everything Samsung touches is useless. I had a BluRay – it lasted less than a year. Then for reasons known only to the gods of blondes…I bought a Samsung washer and dryer. It doesn’t wash. I mean, it REALLY doesn’t wash. sometimes clothes are still dry in areas and never, ever does it wash out, even common dirt. I noticed that there are thousands upon thousands of complaints and Samsung seems to either not give a rat’s patootie or are oblivious.