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.
April 24th, 2010 at 1:21 pm
I purchased a 50 inch Plasma Samsung TV last June 2009. The plasma screen cracked as well in December 2009. No evidence of physical damage. Samsung first said it was normal wear and tear. So we argued that it was still under warranty. I had the TV less than 5 months. As well they refused to send a technician to look at it because I am from a small town, but they do sell the TV’s here. So we sent in pictures as per request of Samsung customer service. Then then changed their story and said it was physical damage. To top it off, the customer service rep refused to even talk to us anymore to try and explain their decision.
So after a month of fighting and getting nowhere, we went to the business where we bought the TV. They told us they would fight Samsung over this issue. After a week they told us the same thing. So now I was supposed to just accept the fact my TV was broken and walk away, however, the fight was not over. My girlfriend messaged the head office of the company from which we bought the TV, and they said they would try and work with samsung to resolved the issue. Two months of waiting to find that Samsung refuses to answer them as well.
So we made arrangements to have the TV driven to closest city 3 hours away, where it was taken t an approved Samsung repair center. Their technician says it wasn’t our fault and forwards the paperwork to Samsung. STILL Samsung refuses to replace our TV. They say they are going to still go by the pictures, instead of listening to the repair center. We immediately launched a complaint with the Better Business Bureau. I advise everyone else to do the same. Get the word out how crooked Samsung really is to everybody.
April 30th, 2010 at 9:16 pm
My husband bought me a computer monitor in December 2008. Through circumstance I did not connect it until about five months later.
At first the screen appeared O.K., but after about a month the screen didn’t appear to be as bright; I thought it was my imagination. However, by November of 2009 it was apparent that there was a problem and I called Samsung. I got the call centre in the Southern USA.
The Samsung representative I spoke to there was very affable and told me to return the monitor for repair. I did so. About six weeks later I received a parcel containing a monitor similar to the one I had returned. It wasn’t my monitor but a second-hand substitute that was scratched and very used-looking.
I phoned the Samsung call centre again, and once more received a helpful and affable response. This time, I was told that even though Samsung has a 1- year warranty on their monitors, I would only get a used replacement as they only give new product in the first 3 months of the warranty. They would give me another used monitor if I returned the replacement.
To cut a very long story short, I am now on my third repacement; each monitor they’ve sent me has been substandard to the original one I sent to them. They’ve all been scratched, have had missing bumpers on the base, and one was filthy.
I think that as I sent them a monitor that was, except for the fading screen, in excellent condition, the very least they should do is give me replacement of the same standard. I also feel that they should publish the warranty on the OUTSIDE of the model box so that customers are aware that they will be getting a second hand…they like to call it ‘refurbished’… replacement.
Yesterday I received an email from a person at Samsung Canada(I managed to source his number through a business investment site). His response to my 5- month wait for a replacemnet of equal condition to the one I had initially sent them? You guessed it: send back the model I now have; they will send me a larger replacement model…but it will be previously used.
I will NEVER buy anything else from Samsung. As far as I’m concerned they have no business ethics and, despite their very nice call-centre reps., their customer service STINKS.
I’m old enough to remember when a warranty covered repair of the product or a new replacement. Anything less is not acceptable. It leads me to suspect that Samsung is aware of problems with their products and are out to scam the unsuspecting buyer.
Used and abused in Canada
June 17th, 2010 at 12:22 pm
Sad, we purchased a brand new Samsung dishwasher for our new home four weeks ago and out of the box, the machine did not work. Had a fault that could not be repaired. They have a customer service no. based in the U.S. and no one in a position to help you or offer any information. You will have to chase them for weeks. Its our fourth week and the new faulty machine lines half opened in our home. Never again a Samsung, you are better off purchasing locally where you can be assured of getting your problem fixed earlier.
August 30th, 2010 at 3:53 pm
And don’t buy the stove either.
September 24th, 2010 at 12:54 pm
O.K. get this….last year we bought a 32 inch LCD Samsung. Just about a week ago the TV started turning on and off automatically. We had heard that this was an ongoing problem so we called Samsung. Intially we were very please, we were told that they would send someone out free of charge to fix the tv. I asked them, absolutely NO Charge. The next day when the repair company called they said they would have to charge us $100 to come to the house and that to avoid that charge Samsung would have to fax them an additional request…..so I called Samsung back. They said that they refused to do that, and oh by the way before they would cover the cost of the actual repair then needed a copy of the receipt (which of course I can`t find) So now they are refusing to fix anything. Bottom line is that if I hadn`t called to get the service charge paid for they would have paid for the fix, but because I bothered them again…their going to rape me for the entire amount to repair the tv. Oh by the way, I spoke with three different employees who gave me three different answers. The last one was a supervisor, who I asked to speak to her supervisor and she told me I couldn`t, wasn`t available and when I asked for the name, she told me she couldn`t give me that information. Do you believe it. I will never buy anything from Samsung again!!!!! Terrible service, terrible product!!
September 30th, 2010 at 2:58 pm
Nine weeks and still counting to get a replacement top for our Samsung stove.
We boiled a kettle dry and the ceramic top cracked. This was apparently neglect on our part and therefore not covered under warranty. Before speaking to us, Samsung’s customer service required full identification right down to serial number.
We ordered a new stove top through Chatwick and Hack in Hamilton. We had to pay close to $500 upfront on our credit card. We were told it would take 10 days to arrive. We received the credit card bill. After six weeks, and several follow up phone calls the stove top finally arrived. It had a chip in it. Samsung refused to allow the new top to stay until a good one arrived. We were told it would take two or three days. Three weeks later, we are still waiting. I just got a call from Chatwick and Hack saying that the second stove top was damaged and perhaps the new top will arrive on Tuesday.
This is Samsung’s customer service. What is interesting about this is that I can find no phone number to actually call Samsung beyond the customer service line which is there as far as I can see solely to screen out buyers.
October 6th, 2010 at 1:05 pm
We bought a dishwasher a couple of months ago and he never worked well! A smell of burn and a very bad odour is coming from it at every time! They send me a technician 5 times ans the results he has to come back for another time. Nothing is resolved! If you want an advice Never buy Samsung dishwasher its SCRAP!!!!!!!They dont want to change it just repair…and service is SCRAP too!!!!!!
October 10th, 2010 at 11:18 pm
Bought a Samsung Stove. $1200. This is the worst stove I’ve ever owned. The burners are high all the time. No matter what you set it at its extreme heat. The Oven is the same thing. Its like Samsung has nothing but an on/off cycle to control heat instead of the proper variable control and the on/off doesnt function at that. Sometimes to stovetop doesnt work at all.
Crap. Stay away.
October 14th, 2010 at 9:37 am
I bought a Samsung NC10 Note book about 13 months ago. As you can imagine it is out of warranty. Randomly the screen becomes all white so I cannot use it anymore. I have tried to adjust the Brightness without any great success.
I contacted Samsung Support Service (Southern USA) and they basically laugh at me telling me that it was out of warranty and that I would have to find a way to fix it by myself. Wow what a great Customer oriented company !!!
Next time I will buy a product, you can be sure that Samsung will already be 3 Strikes …Out of my shopping list !!!
November 4th, 2010 at 7:07 pm
can u make the samsung galaxy s vibrants battery better please?…
my purchase depends on it
November 9th, 2010 at 11:15 am
I recently purchased 3 large Samsung Appliances. The freezer compartment of the fridge freezes everything rock hard. On the phone, Samsung said this is normal & would not service the unit. They replied to my e-mail that they would service the appliance if i shipped at my cost, (at least $200). Unfortunately the dealer has the same policy.
I wish I had seen the many complaint before buying Samsung.
November 24th, 2010 at 9:51 pm
I have broken T220HD Samsung LCD Monitor. I am not the only one with this issue. Just Google ” samsung t220hd wont turn on”.
I have called Samsung Canada 3 times already just to get the email with instructions to get it fixed. The email never came.
I’ve also sent them a email to [email protected] explaining the situation.
I am very much disappointed with Samsung’s customer service.
I will never buy Samsung.
December 7th, 2010 at 12:56 pm
I recently bought a Samsung Plasma TV.
It was on sale, and Samsung are making what appears to be an outstanding promotion.
HERE:
http://pages.samsung.com/ca/promotions/English/
In case that page disappears, here is the Google cache page:
http://webcache.googleusercontent.com/search?q=cache:mWYCDSpZckcJ:pages.samsung.com/ca/promotions/English/+http://pages.samsung.com/ca/promotions/English/&cd=1&hl=en&ct=clnk&gl=ca&client=firefox-a
On Sunday, November 28th, friends and family were coming over, and we were going to watch the Grey Cup.
My daughter went to turn on our old TV, and instead of coming on, it made a funny sound and a bad smell.
Uh Oh.
So, 2 hours to game time.
I said to my wife:
“Honey, you know that TV promo I showed you? Can I go get it now?”
She gave her assent.
I stopped at a store called Memory Express to see if they had it in stock.
We walked in and they had this Samsung 50″ Plasma, hanging on the wall, with a sign saying it is on sale for for $749.
I asked the salesman if this includes the Samsung promo and he told me “Sure, you get that stuff from Samsung”.
I then gave him my debit card, and bought a TV.
We loaded it up and took it home.
Next day I called Samsung to register for warranty, and to ask about the promo items, namely the “Bonus 3D Blu-ray Player and Starter Kit”.
The support person did not know anything about it.
I asked her to escalate my call to her manager.
She did so
The manager, a man named “Kuassi” told me the store supplies these items.
I asked if I went there, if needed, would he talk to the store salesman?
He assented, and gave me his name.
I immediately went back to the store and explained to the salesman about the promotion.
He claimed that they had no knowledge of the promotion! Suddenly the story has changed !
I asked him to call Samsung and speak with Mr Kuassi.
He did so. I waited.
He then handed me the phone and Mr Kuassi explained that only some stores were “participating”
I explained that the salesman had told me originally I would get the “Bonus” items.
He was not interested.
We left and I drove to Visions. Showed them a printout of the Samsung page.
They explained they were not doing this promo
I then drove to:
Best Buy – All 3 items for $$1289 ( $80 off the total f all 3 items at full price)
Future Shop – never heard of it, no promo.
Leons – ditto
Costco – ditto
Sears – ditto
Visions – ditto
I called Samsung back and asked exactly WHO is participating in this “Bonus offer”
They told me to try Amazon or Best Buy.
I explained that Amazon Canada is not selling that, and Best Buy does not offer this promotion.
He then realized I was in Canada and not the USA, and he told me they did not know and could not advise me.
This is a scam!
They have told NONE of their resellers about it.
They do not have anyone selling this promo.
The stores ARE willing to play “bait and switch” happily.
December 7th, 2010 at 6:14 pm
I recently purchased a Samsung 46′ 3D TV. I won’t work out of the box. I have been chasing Samsung, their repair company Koambra and the retailer Sears Canada, no one is doing anything. I now own a $2800.00 paper weight. I even paid Sears for extended coverage for this type of problem which was to cover replacement or upgrade, Huh! Not worth the money or even the paper it’s written on!
December 24th, 2010 at 11:06 am
We bought a 58″ Plasma TV from Samsung last December. This November it wouldn’t even turn on – it just kept trying to power up and cycle but the screen remained black. On November 12, 2010 – our TV no longer worked.
I have been playing phone tag with the repair shop and Samsung to get the TV fixed.
It is now 8 weeks later – I just paid off the TV that I don’t have and now Samsung has decided that the TV can’t be fixed so in a couple of weeks they are going to get me a new one!!!
We will never buy Samsung again. It to is a $3400 paper weight. Samsung customer service has been terrible. I have called them at least 15 times. Yesterday I asked for the Office of the President so that I can launch a complaint above Customer Service as they have really been anything but. The Customer Service person that they don’t have access to that number…..seriously. Nice customer service.
When I talked to Samsung about getting my replacement TV – they told me that due to the time of year and the volume of TV’s being sold that the availability of a TV was based on a “first come first serve basis”. I told them that I definitely should be on that list seeing as I bought a TV last year, have been without a TV for 2 months and I just paid it off last week.
No comment.
Terrible customer service. Will never buy another Samsung product.
December 28th, 2010 at 3:54 pm
Purchased a Samsung LN52A550 LCD TV Dec 27, 2009 and on/off problem occured Dec 22, 2010… After contacting samsung we were told that they would give us a one time fix for the capacitor problem wich is a common issue regarding this model… Several days later we received a call stating that it wasn’t covered in Canada and were now left on our own – we paid $2,000.00 for this TV and is the last Samsung product we will ever purchase… Advising you all to do the same… A recall should have been issued to all who have purchased this model…
December 28th, 2010 at 5:16 pm
I bought a Samsung ST600 camera in November 2010, tried it out and found it unable to load on my computer. In research I have found that none of the camaeras in the ST series work with 64 bit windows operating systems. I have 3 laptops, 2 with 64 bit vista, 1 with 64 bit xp and all won’t work with the camera. From what I read they don’t work with 64 bit windows 7. Why would anyone base a system on a 32 bit system. That has been out of date for years. It’s hard to buy a 32 bit computer now unless you hunt for the cheapees. This is a positive experience for me. I spend a lot of money on electronics etc. This is my first and last Samsung. I have conclusive proof they are not worthy of my business. I can’t believe they don’t even have software updates for this thing. They are so very STUPID!
December 31st, 2010 at 7:20 pm
my sumsung washing machine was leeked
i reported hundred times last 5 days.
5 faxes and today i called 10 times.
still nobody call me give answer
what i can do
January 5th, 2011 at 12:01 pm
The pipe of Sumsung washing machine I bought was leaked ten days ago. I called customer service hundreds time and sent 5 faxes. everyday the representative gave me different story. they got me called different phone and difficult questions. 10 days were passed and I spend 10 hours on the phone for explain my situation the water flowed all my basement. Finlay they said need me call who gave me receipt because the fax page was not clearly. I do not believe the function of Sumsung customer service is waste our time
January 7th, 2011 at 9:43 am
Samsung is a horrible product….If you are reading this and thinking of purchasing something from them( DO NOT) I’m warning you. I wish someone would had done the same for me. There is something seriously wrong with this company and there products and the funny thing is samsung with refuse to stand behind there products. Its even more apparent after looking at these blogs. How are they allowed to get away with this is the question.
January 8th, 2011 at 8:57 pm
Bought a Blue ray player (BD-C6300T) from Costco. Have an issue getting FF/Rew to work. Two calls into the service desk and in both cases, promises that a tech would call me back. Now 1 month later and no one is calling. Buyer beware. Samsung service in Canada is smoke and mirrors. Worse their support people downright lie to you and I suspect my concerns is just tossed away, Does someone have any Canadian VP email or the CEO email. Also suggest folks log complaints with the better business bureau
January 10th, 2011 at 5:05 pm
A real black eye to Samsung Customer Service! It’s a bad joke.
The telephone agents are always polite and apologetic, but I have been battling for over 6 months(!) trying to get a defective subwoofer replaced. All I get are promises, but I never receive any feedback and nothing ever happens. So far this one issue has collected at least four transaction numbers and repeated promises that a replacement will be sent, but nothing ever happens. I’m getting tired of repeating the same warranty claim info to every tier-1 agent who answers the phone. It appears that the tier-2 and tier-3 support folks simply ignore their customers.
The big-box store I bought the unit from tells me that Samsung is *very* difficult to deal with.
I do like Samsung products, but their customer support is truly useless.
January 10th, 2011 at 5:42 pm
1/5/11 9:07AM
The pipe of Sumsung washing machine I bought was leaked ten days ago. I called customer service hundreds time and sent 5 faxes. everyday the representative gave me different story. they got me called different phone and difficult questions. 10 days were passed and I spend 10 hours on the phone for explain my situation the water flowed all my basement. Finally they said need me call who gave me receipt because the fax page was not clearly. I do not believe the function of Sumsung customer service is waste our time
Today again, I call Samsung (half month, 5 faxes hundreds called and spent 15hours),the representative Juniur said “there is no way to your service”, because the invoice did not show the purchase price.the receipt is only paper I get from deliver when I bought from Future shop on the Net. after that I called confirm Juniur said that, Brandon said the service on the way.
Everyday they had different story, but they never give your service.
1/10/11
Another day Samsung said “nobody is available for you”(by Richard).After half month made over twenty talkings.
January 11th, 2011 at 3:53 pm
Jin song LiSays:December 31st, 2010 at 7:20 pm
my sumsung washing machine was leekedi reported hundred times last 5 days.5 faxes and today i called 10 times.still nobody call me give answerwhat i can do
Jin song LiSays:January 5th, 2011 at 12:01 pm
The pipe of Sumsung washing machine I bought was leaked ten days ago. I called customer service hundreds time and sent 5 faxes. everyday the representative gave me different story. they got me called different phone and difficult questions. 10 days were passed and I spend 10 hours on the phone for explain my situation the water flowed all my basement. Finlay they said need me call who gave me receipt because the fax page was not clearly. I do not believe the function of Sumsung customer service isJin song LiSays:January 10th, 2011 at 5:42 pm
Today again, I call Samsung (half month, 5 faxes hundreds called and spent 15hours),the representative Juniur said “there is no way to your service”, because the invoice did not show the purchase price.the receipt is only paper I get from deliver when I bought from Future shop on the Net. after that I called confirm Juniur said that, Brandon said the service on the way.Everyday they had different story, but they never give your service.
1/10/11
Another day Samsung said “nobody is available for you”(by Richard).After half month made over twenty talkings.
1/11/11Again Samsung representative asked more question for verify person information (including machine series number) before they asked why I called they. Then, she asked me to call technician directly as last year I called them when they said “they (presentative did not send any information to them”. I do not know how long I have to wait.there is any phone or email from Samsung after I made over tow dozen talkings.
January 12th, 2011 at 3:14 pm
I`ve had a similar problem buying a Samsung mobile phone which went dead after 2 months due to faulty software. They promised to return my call withing 48 to 72 hrs. After 3 days I called back and was promised the same callback….this has happened 4 TIMES already.
Customer service is horrible. Go Panasonic or Sony.
January 13th, 2011 at 11:40 am
Jin song LiSays:December 31st, 2010 at 7:20 pm
my sumsung washing machine was leekedi reported hundred times last 5 days.5 faxes and today i called 10 times.still nobody call me give answerwhat i can do
Jin song LiSays:January 5th, 2011 at 12:01 pm
The pipe of Sumsung washing machine I bought was leaked ten days ago. I called customer service hundreds time and sent 5 faxes. everyday the representative gave me different story. they got me called different phone and difficult questions. 10 days were passed and I spend 10 hours on the phone for explain my situation the water flowed all my basement. Finlay they said need me call who gave me receipt because the fax page was not clearly. I do not believe the function of Sumsung customer service isJin song LiSays:January 10th, 2011 at 5:42 pm
Today again, I call Samsung (half month, 5 faxes hundreds called and spent 15hours),the representative Juniur said “there is no way to your service”, because the invoice did not show the purchase price.the receipt is only paper I get from deliver when I bought from Future shop on the Net. after that I called confirm Juniur said that, Brandon said the service on the way.Everyday they had different story, but they never give your service.
1/10/11
Another day Samsung said “nobody is available for you”(by Richard).After half month made over twenty talkings.
1/11/11Again Samsung representative asked more question for verify person information (including machine series number) before they asked why I called they. Then, she asked me to call technician directly as last year I called them when they said “they (preventative did not send any information to them”. I do not know how long I have to wait.there is any phone or email from Samsung after I made over tow dozen talkings.1/13/11Another 48 hours, Samsung Daniel told me call technician directly as last year I called them and report their supervisor waiting another 48 hours. He only can do that as same as 48 hours before the lady did.
They gave me a new circle without any hope.
January 18th, 2011 at 8:59 pm
I bought a samsung printer is September and in december it will not work. I contacted their service number for the past 3 weeks and was told that I would be contacted by thier tech3 personel. “I am still waiting”. I must of called everyday to get this resolved and still got nothing. Fom what I am reading here is that I am not the only one getting the run around Samsung got your money, to bad for the consumer.
January 20th, 2011 at 11:34 am
1/20/11
Another day Samsung representative Robbie told me no any record about my case, then I repeat told him that I had mad over hundred calls. Then he asked me call service contractor by myself that I did one month ago.I do not believe nobody can change Samsung’ customer service
January 25th, 2011 at 8:08 pm
We purchased a Samsung fridge from Future Shop in the beginning of September 2010 only to find that it leaks in the first week of owning it. It is now the end of January in the year 2011 and we are still trying to get something done about it! We are dealing with many representatives weekly (we have a list of over 20 names now) who require us to repeat the story about our broken fridge over and over. We’ve spent hours and hours on the phone with absolute incompetence! We had the repair company here twice…now the repair company has no record of ever being here…we actually sought out and went to the repair company to get an update on our repair…they cannot assist us further…we have to go to Samsung directly. Of course…that has been utterly useless and a colossol waste of time…the runaround we are getting is just not acceptable…it is time to finally go to the media!! Good luck to all the people who make the same poor brand choice we did…SAMSUNG…YOU WILL FAIL IF YOU DON’T BEGIN TO REALIZE THAT YOUR CUSTOMERS COME FIRST!!!
January 28th, 2011 at 4:52 pm
I contacted their service over 60 times for the past one month and was told that I would be contacted by thier tech personel. “I have been waiting everyday when water was flowing in my basement”. I called every single day to get this resolved and still got nothing. Waste my and them over 30 hours. This is Sumsung.
February 3rd, 2011 at 1:39 am
Samsung doesn’t honor their warranty on television sets well. They ignore you until the warranty period is over and deny, deny, deny.
February 8th, 2011 at 3:43 am
samsung diswasher bought sept and broke before christmas newyears and now into feb company sent to fix has not yet sucessfully fixed it hanks applance and we have spent more time on the phone and no one will help or give us a number to ceos etc we spoke to numerous people and are paying for a dishwasher from future shop and not getting any use they say we have to go under the manufacture warrenty and we do not even want the machine anymore i am angry sad and frustrated at the lack of answers and they say they will call back and do not do it this is usless and they have no problem taking money but service lol
February 17th, 2011 at 1:19 pm
I’ve had reason to call the Samsung support # for our Bluray player. The number we are given is run via operators in the US. All that happens is that you explain your issue and they type it in to their database. They come up with a solution as close as possible to your issue via their computer. This is CERTAINLY cheaper for Samsung because they don’t have to train their people about the products they sell. As long as they can operate a PC, they are on customer support.9 times out 10 they come up with nothing relating to your issue. Thats why Samsungs PAT answer is “must be sent in for service”
February 25th, 2011 at 6:57 pm
My husband and I purchased a Samsung Frontloader Washer Model WF203ANS/XAC and matching Dryer 14 months ago.
Today, while washing a load of towels the window in the front loader washer burst outward.
I called Samsung’s customer service number and of course was told immediately that our 1 year warranty was over. I was adamant that this situation was a safety hazard and should be looked into. I have been informed that a Supervisor will call me back in “24-48 business hours.” I am not sure who else to call. Overall, the customer service representative was polite, but I don’t feel like I have gotten anywhere.
I will not buy anything made by Samsung EVER again.
February 28th, 2011 at 10:35 pm
I bought a Samsung LED TV in June 2010 from Best Buy. In October 2010, a bright green dot appeared right in the middle of the screen. I called samsung and they sent in a technician to take a look. The tech told me that is was pixel damage and that it was “not enough damage for Samsung to do anything about it”. I then proceeded to call samsung only to be given the run-around from one agent to another, all who kept giving me the same BS about not having enough damage. They told me that is was my fault for not reading the fine print of the terms and conditions of the warranty. When I asked the them how much damage was required in order for service, I received different answers from pretty much all the different agents that I had talked to. One said 2 or more, another said up to 5 at least, and yet another told me there had to be up to 10 pixels damaged! Obviously the agents themselves don’t know the extent of the terms and conditions, how do they expect us to know?!! I am currently in the process of writing a letter to the Samsung Canada Office. If nothing happens as a result of this, I will take it up with the Better Business Bureau. After reading all of the complaints above, I will most likely have to follow through with that.
Did anyone else have a problem with a Samsung TV having pixel damage? Please let me know. Thanks!
March 9th, 2011 at 1:02 am
We have a Samsung TV with the issue where the capacitor has gone – and it won’t turn on. I called Samsung and they said they would fix it if we faxed in the bill of sale. I had the bill printed at Bet Buy where we purchased the TV. I have faxed it in 3 times, they tell me to call back in 24 hours and never have my fax. I am attempting fax number 4 now 4 weeks later… Stay tuned.
March 11th, 2011 at 1:21 pm
Samsung released defective firmware for the BD-P1600 blu-ray player which caused mine and many others to brick and become useless. Samsung USA release the proper file a few days later and admitted fault so how come Samsung Canada won’t?
March 14th, 2011 at 2:14 pm
I am having the problem as well with my 40 inch lcd the tv will randomly turn off and on and sometimes wont turn on at all, they have given me the run around for months now told me they would extend my warranty then when i go to get it repaired they dont have it in there system, if anybody knows how to contact a someone high up to express my disgust i owuld appreciate it.
March 16th, 2011 at 4:54 pm
I purchased 3 pairs of 3d Glasses 6 weeks ago. They have been on back order, and the delivery date has been pushed back 4 times. You can’t email anyone from samsung Canada, only call. I tried getting email addresses for canada from hong kong and the US, both were unable to acquire. I am terrible on the phone, but want to write to them. The fact that the delivery date has been pushed back 4 times is unacceptable. I’ve had a 3D tv for 6 weeks and still haven’t been able to watch 3D. Terrible customer support especially in canada
Thanks for listening (I know samsung isn’t).
March 25th, 2011 at 2:51 pm
I bought a Samsung brand 40″ LCD TV but after a while I had a problem with on/off button. When I started the TV on, it sounded clicks for several times in order to screen up. I called my technician and he told me that there was a problem with the Samsung’s capacitors( power board). My technician needs an authorization letter from Samsung to change the capacitor but Samsung denied the problem. I myself called samsung several times to ask for that authorization letter, but every single time they asked me for a piece of information and they gave me a different transaction number. Finally, after 4-5 times calls, I asked them why they didn’t want to issue the authorization letter. Samsung’s personnel gave me several excuses like your TV is not between the ones with this problem, the warranty is dead, it is bought from a store which is not an official dealer of Samsung’s. I had my TV be fixed by my technician and he was waiting for the letter. So, my family incuding two kids were bored at home for more than two weeks and I finally couldn’t receive the service from Samsumng which every customer desrves it. I am very desperate and don’t know what to do. It’s entirely cruel and unfair from a huge company like samsung. I strongly recommend you that, please please, not buy any kinds of Samsung’s products, otherwise you would lose your time and money.
March 25th, 2011 at 5:41 pm
I purchased a Samsung washer and dryer. My dryer broke down after 3 months of using it. I phoned and they said someone will be contacting me to fix it. No one called. Again i phoned back…same thing again. This happened 3 times. No one would drive to our town to fix it..we are 3 hours away from any major city. I was fed up and wanted my money back. We were accepted our money back BUT i have to wait to get an authorization number so they can give it to the brick to refund our money. The brick phoned Samsung on requie that number..they were told in 2 days they would get it…no one called. I have talked to every ‘customer service’ person who works there and said they sent an email to some Bridgette lady who i am waiting upon to give this number to the brick. She was supposed to phone me twice today and never did. When i phoned back she was gone for teh weekend!!!! WHO DOES THAT???? I have been 3 weeks without a dryer…never am i buying samsung.
March 29th, 2011 at 2:57 pm
Sorry to add yet another complaint yet my dishwasher that I purchased to clean dishes does not clean (DMR78). Imagine that? I have seen numerous compaints about the same issue from others. I have a tech coming to my home for a third time, we will see what happens. How much do they pay these techs? … they could have sent me a new dishwasher by now.
I am frustrated by the time I have wasted on the phone, with the service tech and now googling trying to find at least one e-mail for management.
I have NEVER dealt with a company so difficult and unwilling to take responsibilty. The way management hides behind a customer service team that they are not even in communication with is shocking. DO NOT BUY SAMSUNG
April 4th, 2011 at 6:49 pm
We bought a 46″ tv (model LNT4661FX) have had it five years, started having the clicking noise and hesitating to turn on, now clicks but wont turn on. We called customer service (1-800-726-7864), one representative explained that there are issues with that model (the capisitor) and although warranty has expired Samsung will do a one time repair. He requested that I call back and give the serial number and we will be given a transaction number and told a place to take the tv to for repair. We called back to give the serial number and was informed that the warranty was extended to a total of three years, no exception. Having had the tv for five years Samsung would not be repairing our set. I asked to speak to the representatives supervisor, who proceeded to repeat the same excuse, when we requested to speak to his supervisor, he rudely said “NO”. I will NEVER purchase another Samsung product, ever. If a company cannot stand behind thier products and repair a known issue then they do not deserve to have us buy from them. We were given an email ([email protected]) and will be sending a message. We are not expecting a response.
April 8th, 2011 at 1:06 pm
I purchased a Samsung HD U10 camcorder and the proprietary software doesn’t work. I edited one HD movie with it before it automatically upgraded to a version that is faulty, the files show error messages as they attempt to extract.
Good luck getting through to the Samsung website too.
April 8th, 2011 at 4:43 pm
I had a log drawn-out issue with my smartphone, that included sending back it for service. They sent is back ‘fixed’ but documentation showed they did nothing. A long email to the office of the President engendered a curt generic reply. Anyone know of a contact at Samsung CA that might actually read an email?
April 13th, 2011 at 12:52 pm
i bought a laptop from samsung it was the big mistake i made it crash they cant fix it they said that they are going to replace it four months i havent got it they say its in the mail samsung is the worst company to deai with dont buy samsung
April 22nd, 2011 at 5:32 pm
I can’t believe what I have been reading on numerous forums regarding Samsung products, I too am dealing with customer service, today was Day 13 phone call 13, every day is another task that I need to perform, I have talked to supervisors, managers the list goes on, there favorite saying is we know its our fault as we are all part of the Samsung family, its like talking to robots!! today they told me we live in a rural area that no one will come out to service this area, I told them I informed them of that day 1 and was assured they would come and fix it, what a joke, I wonder if W5 or a newspaper would be interested in this story, I could send them links to about 15 forums I have found so far on this topic…..my Samsung is LCD TV that wont turn on!!
May 5th, 2011 at 4:39 pm
Just bought a new Samsung washing machine. Paid regular price. Just got a flyer Samsung Appliance Event Instantly Save Up To $1500. Visit your local Samsung retailer. Good 29Apr to 26May 2011. Contacted retailer. They know nothing of it. Called Samsung and they deny any knowledge of flyer. Definitely last Samsung purchase I make!
May 15th, 2011 at 11:34 pm
Please Help!
3 years ago we saved and bought new applicances from Future Shop $9000 worth of them. 6 in total, 2 Wirlpool and 4 Samsung. The fridge leaks, and we have never been able to use the water/ice cube dispenser as it also leaks.
The microwave shorted and the insides are melting.
The Stove didgital screen flickers and numbers are missing.
The Dishwasher, oh my the diswasher we have used for 3 months and plastic peices started falling off, we replaced the peice and used it for another month when more peices fell off. I called customer service 3 times with no results, I have written 2 emails and no replies.
Where do i go next. The warrantee is done and i feel that is the reason they make it so hard to contact them or at least get results. We cant afford to get new appliances again nor should we after all the money we put in, How do we get them to see the problem.
I will never buy Samsung ever again nor will i recommend it to anyone….by the way the wirlpool is working fine and the person who we gae our old appliances says they are working fine as well. What a waste of money!
May 18th, 2011 at 6:22 pm
Bought a new Samsung washing machine on April 20, 2011 and was delivered on April 30, 2011. After they hooked it up, it was leaking. The delivery guy remarked “shit, this is the third leaking machine of the day!”. He then told me they will deliver another new machine next week. May 5, 2011, they delivered another one. For the first few loads, it was working but after that it broke down. Called the customer service and they didn’t send anyone to take a look until May 12, 2011. Best of all, the technician wasn’t able to get it fixed! He said the control board was not working so they had to order the parts and not sure how long it would take. Today is May 18, 2011, I still haven’t heard from them on when they will come fix it! Definitely I will be telling all my friends and family NOT TO BUY any of the SAMSUNG products!!! I am so disappointed.
May 19th, 2011 at 5:06 pm
NO Customer service – dealing with people sitting in different countries and can not get any service for a month now !!! Will never buy a Samsung again !! Waste of money and lots of time on the phone ! Shocking !And that was just to get someone to look at my oven – rusted and all paint on the inside coming off ! Bad bad quality !
May 31st, 2011 at 9:58 pm
Have been trying to find information from all Samsung websites about a clothes washer we have just purchased but not yet delivered. However we have the ‘User Manual’ which gives model No. WF520AB* but when we put this number in so that we may ask a question, we are told ‘model number does not exist’ We are discarding a Kitchenaide front load washer in favour of a Samsung, same size (27″) and want to know if we can use the Kitchenaid pedestal. Apparently the store (Sears) cannot find a pedestal to match our new Samsung clothes washer.
June 22nd, 2011 at 8:17 am
Bought a LN55A950 LED tv in January ’09. This is Samsung’s “flagship” model and cost $4700. My work sent me overseas in March ’09 and the tv was disconnected, covered and put away. Returned home June 1, 2011 and the tv has vertical lines on the screen. Take it to the store bought from and they say the panel is bad and needs replaced at a cost of $1400! Contacted Samsung service several times and emailed office of the president twice. All I get is “sorry you’re out of warranty” even though the tv has seen less than 3 months use. Next time I will buy the Sony. For now, I’m just waiting to see which of the many Samsung products I bought around the same time (blueray player, home theatre package, dvd recorder) will fail next based on what I’ve been reading.
June 27th, 2011 at 3:16 pm
The electronic control panel on our two year old Samsung Electric Range is flashing the error code “SE”. We tried all the solutions in the owners’ manual but to no avail. This is not covered by warranty (only a 1 year warranty – this is terrible for an appliance with no moving parts) and the repair folks tell us that the repair bill could be as high as $500. This error code can be caused by moisture getting into the control panel from — guess what — cooking!! What a piece of junk. This stove either has a serious design flaw or it is just poorly constructed. Either way, we will never buy anything made by Samsung again!
July 2nd, 2011 at 7:55 am
Problems problems problems,that is what Samsung is all about.36 days and counting waiting for a service call for an electric range.(was less then a yr.old,when I started the process)Every 48 hours I call,get the story of how it is assigned to a tech.,they will call for an appointment,never do.Call/leave a message for a supervisor,they never return/answer the calls.
Samsung….never never again @#*#@*##@##.
July 6th, 2011 at 11:41 pm
l purchased a 52″ LCD big screen series 530l and shortly after warranty, guess what…video quits. l would just like to say after spending $2000.00 of my hard earned money l am DISAPPOINTED as to the quality of Samsung’s product and lucky the machine l am using now to send this is a TOSHIBA. Samsung in my opinion makes a VERY poor quality product and will avoid all future Samsung electronics….which is sad.
July 7th, 2011 at 5:11 pm
Dear Samsung Customers,
As a representative of Samsung Electronics Canada, we sincerely regret the difficulties you have experienced with our product and/or services. In efforts to provide an avenue to address your concerns, we ask that you email your concerns to the following where a Customer Service Specialist will be able to review and respond to you accordingly.
We apologise for any inconvenience and we look forward to hearing from you.
Please email [email protected] with the relevant information included.
Thank you,
Samsung Electronics Canada Inc.
July 22nd, 2011 at 3:36 pm
Purchased a 51″Plasma 3D 2 weeks ago today for $1,550.00. Took four days before we could even hook it up, as we were busy with renovations. Got the TV up fine, but came to find that our pair of 3D glasses that we go with it.. One pair was broken. Called to have them fixed to find out from a smug young rep that we don’t qualify for any replacements or anything. As we didn’t call in the first 72 hours.. I am beyond DISAPPOINTED!! I am PISSED beyond belief with your LACK of PROPER CUSTOMER SERVICE!! We have Samsung cellphones, 2 flat screens and surround sound systems and computers with you guys and this is the SHITTY POLICY that you have. For FUCK SAKES..If buying a NEW costly item, their SHOULDN’T be a god damn thing to go wrong within the first 90 days!! CHANGE YOUR FUCKING POLICY!! WE WONT be buying another fucking thing from you guy ever again. Consider us switched to SONY!!
August 10th, 2011 at 11:35 am
I ourchased a matching washer dryer set in Dec of 2010. Once I uncrated the washer I noted that the top of the washer was not square; the top did not meet the front panel. I contacted the store I purchased from and they said I would have to contact Samsung directly. I did so, and was advised that they would end a technician.
The first one could barel speak english and simply wrote top deflected. I sent pictures, called customer service and waited for promised service. I continued to call and receive promises that were never kept. I even called, was promised a return call the next day in the morning and it never came. The ironic thing was I did get a call from Samsung, but it was a customer service survey they were conducting!
Finally after 5 months, and 8 calls to Samsung I finally received a call. I was told that “We need to get this fixed”. Then nothing for another month. Finally I called again and another technician came to my house. After three minutes he said, “This cannot be fixed, it is a factory defect” What I had been saying for 6 months.
Three more calls made and a month later I was called and told another washer would be coming. I was promised a new one would be put into my house and the old one removed. There were no follow up calls and out of the blue without any notice a washer appeared at my door. We were not home, but my daughter happened to have stopped by. The delivery guy said he could not get it into the house and he was going to leave it outside, (it was on a pallet). She at least convinced him to put it in the garage. I had to move it in and then remove and store the old one.
4 days later the old one was removed. 7 MONTHS to get a new machine to replace a factory defect! Terrible customer service. The worst I have ever had. I will never buy another Samsung product!
August 15th, 2011 at 9:12 pm
I unfortunately purchased a Lcd tv Samsung LN32D450 ( Sales Check # 01322 257 1673) on july 9th 2011, just 29 days back from your Fairview mall Sears store in donmills and shepphard. I Promise you it will be my last purchase of samsung product.
I did purchase this tv and within one month is broke
What was told to me is Within one month Of buying this tv I have to take this tv to samsung repair center at my own expense and they will repair and return the tv after 3 to 4 weeks. Is it fair for a customer to go through such a hassel within one month after spending 553.23$ for a TV?
I am very unhappy customer with your defective product, and with your customer service attitude.
Samsung product is very cheap quality and never buy samsung tv. I will send this information to as many people as possible in canada.
Samsung is cheating people with there cheap products.
Within one month of buying a brand new tv ..if the panel of tv brokes…anyone can understand the quality of product…….
I will be sending information to better business buruea as well condumer protection canada….
Companies like Samsung take people for granted and cheat people of there hard earned money…
August 16th, 2011 at 3:24 pm
My wife and I just finished building our home…we bough all new Samsung appliances that sat in storage for about 8 mounts before we installed them..at first we loved that..we went to use the broiler on the range..dident work..then the handle snapped off the microwave..after a internet search we discovered this is a common problem with the product. I called customer service to see if they would send me a new part..after a long conversation with a rep..she said it was most likely abuse that caused it to break..I asked to speak with he mangier…he was not in..spoke to another mangier..after another long conversation he said he would send the parts..”they are under $5.00″ tow weeks have past and no parts..I called back..another 2 HR on the phone..never being to speak to a manager..got told it was not there problem..I WILL NEVER BUY ANOTHER SAMSOUG AGAIN..EVER…
August 23rd, 2011 at 1:08 pm
I just got off the phone with “customer service” trying to see if Samsung has a toner recycle program. I got passed off to two people who wanted to know all sorts of useless information then told me I had the wrong department, again!, and was going to transfer me a third time. Good grief, we are only trying to do what’s right for the environment … SAMSUNG don’t make it so hard!!!
August 24th, 2011 at 11:47 pm
I bought a Samsung 17″ laptop less than a year ago and I’ve had to send it in 3 times for repairs. The first time was for a faulty DVD drive less than a month after I purchased it. The second time was again for the same faulty DVD drive and also for a graphic card replacement. They kept the laptop for 2 weeks and once I got it back I noticed that my operating system had been changed to a 32 bit windows when I originally had a 64 bit OS. The C drive was completely messed up with strange partitions. When I called Samsung to complain, I was told that the service center changed my OS to a 32 bit OS because they didn’t have the right parts to fix my system, and that the old parts they had on hand didn’t work with a 64 bit OS. I can’t believe that this is even legal. The laptop has gone back to samsung to “fix” this problem but nothing they can do now will make this right. Stay away from Samsung!! These people are shameless and deserve to be put out of business!. Never again will I buy anything from these thieves and I recommend to everybody to stay away from that company.
September 2nd, 2011 at 2:23 pm
I bought a Samusng TV LCD 2 and 1/2 years ago. I just had a Technician out to check why the screen is partially dark. He explained that it is the panel board that is going and that will cost over$800.00 to replace.And that this is common in this TV’S. The warranty of course is over. Question why are these big companies able to get away with not replacing items bought from them that are abviously poorley made. If I bought a new car and ten years down the road they found a problem that was thier fault they would recall and replace. I am about to go on a mission to stop this bad behavior by large rich companies who don’t care about consumers.And will also tell anyone and everyone to never buy a Samsung Product.
September 7th, 2011 at 12:00 am
I bought a samsung Galaxy s infuse 4G smartphone $550.00.I bought it because it was one of the phones that said it had something they called gorilla glass on the front of the phone and the salesman said it was very strong.I had this phone for about 20 hours before it was knocked off my desk at work ,it fell about 3 feet onto a laminate floor ,the phone had a Incipio hard case on it.When the phone hit the floor the screen cracked in many places.When i talked to Samsung about this i got no help other then we are not responsible for any damage to the phone even after asking how they can claim gorilla glass is very strong.I will never buy a samsung product again.
September 13th, 2011 at 2:03 pm
My “lack of support” story is a rather short one, although still very frustrating.
I have a Galaxy Samsung S model GT-19000M. I was having issues with service, and while this would normally have been a service provider’s issue, they replaced the SIM card and it turns out it was something in the phone.
When I called Customer Support (CS), I spoke to a guy who tried to “troubleshoot” (if you could call it that) my issue. When I told him that my main concern before sending the phone in was backing up my contacts and that said contacts weren’t showing up in the list anymore. He said “ok one moment ma’am” clicked a couple of keys then said “ok well if your contacts are not showing up then you obviously can’t back them up, is there anything else I can do for you?”
The CS rep did nothing to help, he didn’t even try, he said that it was completely an issue for my service provider to deal with.
October 11th, 2011 at 4:45 pm
Wow, 129.00$ camera, intermittent problems, 13 days old when noticed…2001 Audio, Canada only has in store for 14 days…call Samsung on the 18th day, 2 hours on the phone because I will not accept a “repaired” camera when I purchased new and they say only if they find a problem…”intermittent” means they may not…so I jump through all the hoops but their offshore barely English call center for Canada gives the wrong email…today, I go through 4 call centers until someone actually finds the incident number and can recall the file…now I am on hold for what they call “executive customer care” after I asked for the corporate head office location, seems to be a difficult question…here is how I am leaving my first encounter with Samsung…send me a UPS mailing slip, I will send the camera back for you to evaluate so you can produce better products for future customers…all I want in return is a confirmation they received the camera…the camera is not worth the 129$ to me but the entertainment on social media is priceless…just starting here…my suggestion is spread the word, Samsung does not back their products….now after being on hold they tell me they are not allowed to disclose the information of where the Samsung international headquarters is…Seoul South Korea…found this while I am still on hold…so now Malcolm comes on, Malcolm says it is a big secret…so then Malcolm looks at the file “numerous threats”…what Malcolm, be specific…”you said you were going into social media to tell of your experiences, that is a threat”….anyway, they are not worth it and I am happy that I found out easier than others did, it only cost me 129$….
October 21st, 2011 at 3:19 pm
samsung canada-major appliances, tried to buy a specifc model,washer/dryer,shown on CDn website. Cust Serv, said call a retailer,not one retailer ever heard of the model. Tried to buy an older model from retailer, Tasco, and after 5 weeks cannot even get a matching dryer to the washer. totally bush. This is samsung’s interest in serving the customers of Canada.
October 24th, 2011 at 10:35 pm
I have read a bunch of posts and my dealings with Samsung are every bit as bad or worse,i purchased a 46 inch led 3d 7000 series tv and started with vertical lines and then half panel going to what looked like a negative from a film. This is less than 30 hours after purchase as it was the summer time and we rarely used. Samsung were nice on the phone ha ha sent a tech out and said controller needs replacing,ordered it weeks later without a proper tv part arrives and someone takes a day off work to let in and do there thing, 2 days later same thing. Now i call them again (about 5 th time) some comes again says panel has to be changed,here we go again i called and complained tired of waiting for parts etc but told has to be this way unless the tech deems unrepairable (wow) anyhow panel replaced weeks later tv is now worse than it was. I called samsung again as tech tells us tv is toast,now they tell me that tech needs to send in a saw report and at some point someone will grant or reject my claim (WTF) this is unreal 3 months without a tv they are still giving me bs and now the tech says they want him to come,remove the tv and bench test at there shop.My 1 year warranty will be half up before i ever get to watch my tv i highly recommend to anyone do not EVER deal with Samsung as this is my first and last experience with this rip off company. Shame on you Samsung you have no respect for your consumer wow……
October 25th, 2011 at 6:28 pm
We purchased a Samsung 50″ Plasma_Series 530 TV in September 2009. In April-7 months later- 2010 the panel has been replased (still under 1y. limited warranty) just to have died on us a year later (the warranty is…gone).There are ever-multiplying black horizontal lines across the screen.I consider it a theft of our 2000$.It is outrageous that the Samsung is getting away with having sold a number of lemons!
October 27th, 2011 at 1:32 pm
We have had nothing but issues with Samsung as well here in Canada. This is by far the worst level of customer support and loyalty I have seen from any business in this day and age. Samsung has no concern for their customers and it is exhibited time and time again as evident based on this web site.
Our dilemma is this my son purchased a 55″ plasma from a dealer of Soamsung products, after 3-4 months a burned in 4.3 image appears in the background of the screen. Now I have had a number of plasma TV’s from Samsung and this has never happened to me. I recommended to my son to buy Samsung as I had not had any issues prior. Now that I have had dealings with them and their service providers I can honeslty say they have lost a valuable customer. I change my TV’s every three years and will never buy recommend or watch a piece of this junk again. They need their corporate leadership to step up and realize that their method of customer relations and manners are costing them customer loyalty, which will equate to a signifficant impact to their bottom line and the interests of their shareholders as well.
November 21st, 2011 at 3:24 pm
I purchased a 50″ Plasma TV in Sept 2010. The tv was fine, then about February 2011 I noticed this weird blotchy color in the top left of the screen. Called support, they advised I download the firmware update and run it myself (which lucky enough I know what they’re talking about), ran the update, didnt fix the blotch so they sent out repair.
Repair comes and they ‘tweek’ my tv until the color goes back to normal and leaves. A month later, watching tv and BOOM, lose sound. Call support, advise of problem with sound, repair comes out and has to order a part to replace whatever chip is no longer good. 2 weeks go by, the part gets replaced and I have sound again.
A month goes by and BLAM, blue blotchies all over the screen. Self diagnostics tells me to call support, yet again. Call support, and another repair man is sent out. He sees the issue, orders a part,and 2 weeks later after blotchy screen is replaces the part. This does not fix the problem. I call back Samsung and advise when are they going to acknowledge the fact that maybe I have a lemon ? Funny enough all these things are going down when Im under warranty. They tell me they will fix it, repair comes back and replaces the WHOLE panel and replaces all the new parts I had installed. Now the only thing original to my purchase is the screen.
I call Samsung and advise that this will probably happen again in the future when I am out of warranty, the tv is clearly a lemon, they say they will take care of me.
2 months out of warranty and BLAMO WAMO, in the middle of watching a movie and a large 12 inch “bandaid made of lines” covers the screen top to bottom. Call into support, he says im a special case now that im out of warranty. I say Im a special case that has has a million repair jobs on a brand new tv. They say they will do a “one time” repair out of warranty.
Lets just say, that once my tv is fixed, it will be sold FOR A VERY LOW AMOUNT. Word of mouth is HUGE. Samsung is FAULTY – Customer Service is HORRENDOUS. How bout when there is an ongoing problem that is clearly notated you DONT MAKE ME REPEAT EVERYTHING WHEN THE NOTES ARE IN FRONT OF YOU.
NEVER EVER EVER AGAIN WILL I EVER PURCHASE A SAMSUNG PRODUCT WHETHER IT BE TV/APPLIANCE OR EVEN CELLPHONE.
November 30th, 2011 at 4:05 pm
And so it continues, we received a call from a gentleman at Samsung finally- who indicated they would be repairing this issue, parts were ordered and their 3rd party service provider Col Tech came to our home these are undoubtedly the most rude individuals I have ever dealt with, beyond that they certainly are not representing the Samsung brand. They brought out and replaced the panel on a Tuesday, two days later the entire TV stopped functioning altogether, we placed another call to Samsung one of approximately 8-10 calls to date. Samsung said they would have Col Tech come back out, we did not want them in our home so Samsung agreed to send out another service provider E- Link. They came to our home assessed the issue and then came back out two days later and took the TV away altogether. On Friday last week I again called Samsung- and was told parts were ordered and the TV would repaired sometime early this week. We received a call today not from E-Link but from Col Tech asking what we wanted to do with the “flip”, then we received another call from Samsung technical department asking us if we would take a short survey with regards to Col Tech.
Again I placed another call to Samsung and spoke to a woman in their Customer Escalation Department, she informs me that the ticket has been flipped over to Col Tech, and does not know who E-Link even is and has no record of them as a service provider whom came to our home , although they are the ones who sent E-Link to our home in the first place. She asked me to hold for 2-3 minutes while she investigated, I was on hold for 48 minutes before I hung up.
So here we are at this juncture- we have no TV, we and Samsung as it appears have no idea where our TV is and who has it, when the repairs will be done. None of your 3rd party service providers ever leave business cards or paperwork when you ask them as they say they do not have to provide this documentation.
This has been the WORST experience I have ever dealt with in regards to customer satisfaction, I have wasted countless hours of my personal time and money cell bills etc. on this issue and now do not have a TV, have no idea when it will be repaired or even who has it at this point in time.
I would appreciate it if once again I could request you or someone to take proper ownership of this matter and have it handled in an appropriate and professional manner as your corporate vision articulates in its commitment to your customers. Your brand has been severely damaged in my eyes at this time, and as you know in today’s world the 6 degrees of separation is now 3 degrees of separation through the advance of social media.
December 3rd, 2011 at 6:24 am
i bought samsung galaxy gio gt-5660 it works fine but gps donot start can any body or samung professional tell me at [email protected] its 2.3.3 gingerbread
December 14th, 2011 at 3:47 pm
Bought a 60″ ‘LED Smart ‘ TV less than 3 weeks ago, spoken to customer service centre few times in 2 weeks and left couple messages to HO customer care dept , yet no body can help me regarding time display on TV .
I would appreciate if some body can contact me for help!!!!!!
December 15th, 2011 at 11:40 am
We bought a Samsung convection oven in November 2010 from Leon’s in Kingston, Ont. It was clear that the convection did not work within a couple of months.. Leon’s would not help because it was over 30 days since we purchased it. We then started down a long frustrating road of talking to call centers as far away as the Dominican Republic. When a repair person came to check it out he went away to order parts. He tried to repair it but it did fix the problem. He was unsuccessful in ordering other parts. Finally after hours on the phone Samsung agreed to replace the stove in August 2011. The new stove arrived at 11:30 p.m. on a Tuesday night. This stove has more problems than the first one, including the broiler does not work and the oven will reach the desired temperature but will not hold that temperature. Another series of hours on hold has begun and messages left unanswered at Samsung. We were told that if a technician deemed it unfixable they would replace it. The technician put a report in that it was unfixable and it was rejected. Can we get back in touch with the person who told us it would be replaced? Of course not!! We learned today that no repairmen in Kingston will try to repair Samsung stoves! As much as I would love to leave this piece of junk in front of Leon’s with a big sign on it and drive over to Sear’s to get a Kenmore, we are retired and cannot afford to do this.
December 15th, 2011 at 1:34 pm
This is the number of Nick Miller who actually works for Samsung, not a call center 905-819-5044. He will not answer your call or return your message but at least we can let him know how many unsatisfied customers there are.
December 16th, 2011 at 10:15 am
Dear Samsung Customers,
As a representative of Samsung Electronics Canada, we sincerely regret the difficulties you have experienced with our product and/or services. In efforts to provide an avenue to address your concerns, we ask that you email your concerns to the following where a Customer Service Specialist will be able to review and respond to you accordingly.
We apologise for any inconvenience and we look forward to hearing from you.
Please email [email protected] with the relevant information included.
Thank you,
Samsung Electronics Canada Inc.
December 16th, 2011 at 11:24 pm
Meaning of disgusting Customer Service:
On Saturday Nov.19/11 my dishwasher broke, I called Samsung and the agent I spoke too said he would schedule a technician and he could see from the last time it has broken down (this was #3) that I purchased it on March 05/11, but he would require a scanned copy of the bill of sale. I advised him he should already have one on file as I had sent it the last time we required a repairman. He said he would not schedule a repairman until he received it. So I sent it. I called back to get a ticket number and to see when I would be receiving my call and he said the dept that deals with that was closed, and to call back tomorrow. I called on Sunday, and was informed that the dept. Was closed on weekends and there was nothing they could do. I called on Monday and was told that a technician would come out, but it would take 3 to 5 business days to get a repairman to my home. On Wednesday my husband called and requested a supervisor and was told we would have to wait. On Thursday I called Future shop where we purchased the appliance and scheduled a repair man, on Thursday Samsung cancelled the repairman because it was still under manufactures warranty and they were not an authorized service center, only an authorized sale center. On Friday the supervisor called and left us a voice mail and asked us if we could find a technician as they didn’t have one in our area. I called Samsung on Saturday, and they escalated to the care team and they opened another trouble ticket to reassured me this was process and they would find a technician. On Monday I called the care team and was told they were still waiting to find a repair man, I advised the supervisor I had a repair man booked and they had cancelled it, he again asked me to look up numbers in a local phone book for repair places in Lethbridge and provide him with names of authorized service centers. He also asked me to look up the phone number for the store in which we bought it. I refused to do it, and asked to speak to his supervior and was told they had escalated the problem and we had to wait for Lime something or other to find an authorized service center. On this day he was the only supervisor available and asked me to trust he would follow up and escalate on my behalf. On Wednesday I called back after not receiving any of the promised customer call backs I was promised, I was told at that point that I would again have to wait, and at that point I asked for his manager, and was informed that they would exchange the appliance, and informed me that they would not proceed with the exchange until I supplied my credit card to ensure they received the old dishwasher back. Reluctantly I did so out of extreme frustration and exhaustion in dealing with this problem. At this point he informed me the exchange would take several weeks and I would be contacted by a courier company as to when they would drop off the new one and then they’d take the old one. I stated that that was far too long to wait, and he reassured me he would put a rush on it and I would hear by the end of the week. On Friday I called back, was told that an exchange had been scheduled and I should receive a call any day. On Monday I received a call stating that an exchange was not possible, (at this point this was the only call back I received) that I would be getting my money back. This process takes three days to complete the paper work, and was told on Wednesday that the paper work was completed and it had to be authorized and at that time it would only be a day or so longer. On Thursday I called back to find that they are closed for the American Thanksgiving and no one for the care team was at work. I called Friday, to find out that it had been submitted and I would receive a call now from the store about a credit by Monday. On Monday I was told if I haven’t heard anything yet from the store to call back, and I did, and I did, and I did. I finally received a call at home stating the RA was sent to the store, THE WRONG store. I called the supervisor back at 7:00 the next morning, and informed him the RA was sent to the wrong store, his reply was “ Well was it for the right amount at least?” told to give him an hour and he would call me back. At 12:30 stating the agent had misinformed me the RA was sent to the correct store and I should have it on Wednesday. The store finally called on Thursday and the supervisor has neglected to contact the store. It is now Dec. 16 and I am still no closer to receiving any satisfaction let alone a working dishwasher. The holidays are coming and I am expecting 20 plus people to my home for Christmas dinner, and Samsung could careless as Christmas and stepping outside the box to assist a customer who has slipped through the cracks isn’t within their policies and procedures. So my advice to all of you, if you’re planning to purchase a new appliance anytime soon do your homework and make sure you have a certifies service technician in your area before purchasing.
January 13th, 2012 at 11:22 am
We bought a Samsun dryer less than 2 years ago. We recently found a split in the stainless steel drum inside the dryer that is a result of a bad weld at the time of manufacture. This is clearly a deficiency in their quality assurance process. The dryer should never have been shipped to Future Shop and sold to a consumer in the first place. After spending 3 hours over the course of two weeks speaking to several different customer service agents in Dominican Republic (where their Canadian customer service is located) they finally acknowledged that this was a manufacturing defect. BUT they agreed to pay only for the part and refuse to pay for the labour to fix it. I have to use one of their approved repair services who will charge $120.00 to take a look at the dryer and order the part, and then $60.00 per hour for them to come back and repair it. This is UNACCEPTABLE customer service!!! They acknowledge the mistake is their fault, yet they refuse to take full responsibility for it because my 2 year old dryer is out of warranty. Company’s have limited time warranties because they cannot be expected to pay for general wear and tear over time….this is not general wear and tear. It is a manufacturing defect!!! You would think they would gladly replace the part for no charge and use this experience to improve the deficiency in their quality assurance department. If a stainless steel weld is done properly, it will last the life of the material itself. In fact, the location of the weld, if done properly, is actually stronger than the material itself. I’m really disappointed and will never buy another Samsung product again. Buyers Beware!
January 13th, 2012 at 5:35 pm
Picked up my new Samsung PN59D8000 Plasma Smart TV on January 4th 2012. January 7th, a thin black horizontal line showed up on the screen, which is constant regardless of the input source. I assume that something associated with the plasma screem technolgy has failed. I called Samsung Cust serv and opened a ticket. had to take 2 photos of the problem and e-mail to then along with a copy of my receipt. So take photos, download attache to e-mail, scan receipt and attache to e-mail. Samsung assumes alot, if they think every customer has a digital camera and scanner / printer MFD device. So next I call hem back and they say they have received my e-mail / photos and confirm they will replace rather than repair the TV I’ve had for only 4 days (this is the good news). Next samsung customer service tells me that in order to process my TV exchange they my credit card number to due a $200 auth against my credit card. I ask why this is necessary and they tell me its their “process”. OK whatever, what if I don’t have a credit card, agian Samsung really! you need to take a look at your customer service model, its broken!!!
Next they tell me the exchange department will send me an e-mail in the next 2-3 days to confirming stock availability or upgrade option. Waiting for e-mail, but nothing, call back 5 days later with my transaction number only to find out that nothing has been done. The cust serv rep calls the exchange department and verifies stock is available (we just wasted 5 days). When i ask when the TV will be delivered, we says he cannot provide a date! what?? I eventually get a commitment from 3-5 weeks, outragious. When I ordered the original TV I placed my order on Dec 21 and recieved it on Jan 4th. that’s 2 weeks exactly and that involved a 3rd party, so why so long to get a warranty replacement. One can only assume Samsung has no idea what customer service means. I hope i get the new TV before superbowl, but not likely. Might go with Sony or panasonic on the next purchase, but they may not be any better.
January 22nd, 2012 at 12:40 pm
I bought a prepaid from samsung and when i got it i made sure it can suport a 16 gig micro sd card.Whe i installed the card and tried to play my music it wiped my card clean.Now im not mad about the music but i hade pictures of my brother new born and other stuff. now im mad and there lost forever.I have always went with samsung products now i think diferently about samsung.Your trully Stephane M
January 23rd, 2012 at 5:44 pm
refer: 2111264355
I’m a loyal customer with numerour Samsung purchases.
On the 26th Dec I purchased a Blue Ray player with a promotion of 10 free movie rental with Zip.ca.
on Jan 10th I registered as required for the promotion.. I was to receive a Promo code to reg. with Zip.ca. But that didnot happen. I contactedd Zip.ca. They said it was a samsung issue and they were very tardy in other customer issues.
on the 14th Jan. I forwared a email to Samsung re my problem/
On the 19th Jan I received a email; to check my junk mail account from [email protected].
I responded but got no feedback.
I subsequently phoned your call center in the Dominican Republic.
They were polite but ineffective.
Please help. either you are trying not to provide this before it expires or your assistance is flawed
\i do not want to push this further to cusumer groups.
But I will/
If u have a promotion , honour it.
Robert Gray
January 30th, 2012 at 2:14 pm
My Samsung Galaxy tablet 10.1 was purchased on Sep.2011(both base unit and parts are still under one year warranty). I started to find my tab’s charging problem (with the USB power adapter) after a couple of months normal using. The tablet need approximately about one day and one night to be fully charged before I finally contacted samsung’s customer service department in early January, 2012. They said that the tab needs to be sent to their service dealor in Qubec for repairing. So I followed their instuction and shipped my tab on Jan 10th, 2012.
However, on Jan 23, I received an email with three lines in it from their service dealer, said that my tab has a physical damage and the usb port needs to be replaced with an extra cost of 96.05$. If I don’t agree to pay they are going to send my tab back to me unrepaired. when i asked them what kind of physical damage they found, they answered me they found water inside. I NEVER EVER let my tab exposed to any liqued. and I didn’t use my tab for about one week before i contaced samsung customer service department, plus the shipping time and processing time, in about 4 weeks later, they told me they found water in my tab!!!! the service dealer even assumed on the phone that I used my tab in water or in snow!!! they cannot fix my tab free as i lost my warranty due to misuse.
I decided to file a compaint on my warranty issue to the ECR department at samsung’s head office. I requested an official signed document (checking report)and proving pictures of any physical damage to support their judgement/decision. I called almost every day since Jan.24th. I didn’t receive any requested documents from Samsung’s ECR department till now. Ironically, whenever I asked samsung’s service agent for the official checking report to prove that they found the so-called PHYSICAL DAMAGE,those reps all answered that they were communicating with their service dealer in Qebec for the documents and they cannot gurantee me when I could expect to have these report. my last call on Jan.27 got the confirmation by a rep (Jeffery)i will receive the report in 3-5 minutes. I got NOTHING in 3 days. on Jan.27th, samsung’s customer rep Raymond and Jefferey both assued that that their department supervisor (fimale, Joan) will call me back in 30 minutes and by the end of the day. Unfortunately, they both lied to me.
I didn’t get any response from the ECR department at Samsung’s head office. I did not get my service report neither. I don’t have samsung’s CEO or VP’s email. So I decide to send a complaint letter to
Gee-Sung Choi, samsung canada’s CEO and samsung’s management team at this address:
Samsung Canada Head Office:
7037 Financial Dr
Mississauga, ON
LSN 6R2
Phone: (905)-542-3535
Fax: 905-542-3835
55 Standish Court
Mississauga, ON L5R 4B2
Canada
Phone: 905-542-3535
What I have experienced with Samsung so far is the worst customer service experiece in Canada. I’m very disappointed with both Samsung’s product and service. Samsung is losing its reputation now.Apparently, they don’t are!
CONTACT ME IF ANY SAMSUNG’S CUSTOMER SERVICE REPRESENTATIVE SEE THIS POST!!!!!!!
February 2nd, 2012 at 5:46 pm
Dear Samsung Customers,
As a representative of Samsung Electronics Canada, we sincerely regret the difficulties you have experienced with our product and/or services. In efforts to provide an avenue to address your concerns, we ask that you email your concerns to the following where a Customer Service Specialist will be able to review and respond to you accordingly.
We apologise for any inconvenience and we look forward to hearing from you.
Please email [email protected] with the relevant information included in the body.
Thank you,
Samsung Electronics Canada Inc.