Samsung Electronic America Inc

Terrible experience. Dishwasher 8 months old died. I called the warranty number. They told me to wait 2 weeks for the diagnosis then more time for parts, then more time for repair. Would not give me any other repair service provider. I called them 6 times over a week trying to get better answers, get some kind of help. They did not call back when they said they would. They did not offer a second service provider. They broke every promise made. Terrible, terrible response.

12/13/17- I was contacted this morning by a representative of Samsung Electronics America, Inc., office of the President. During the call, the representative informed me that they would not be issuing $112 to compensate me for the expense of the phone replacement. He also went so far as to tell me that I should have a “backup” phone. And that it might be in my interest to purchase one. I felt that this suggestion was in poor taste & I explained that I couldn’t afford the luxury of an extra phone. The phones I already own are roughly $700-800 a piece! He went on to talk about various slightly off-topic items & seemed to be either totally inept at handling complaints of this sort, or conversely, very good at getting the customer to lose their train of thought & derail the problem solving attempt completely. In either case, the call was pointless. I am still quite dissatisfied with this Samsung & wish to pursue my claim. The representative told me that if I did so, the issue would go no further and that he was the last stop on this path. I assured him that I would continue to complain & review wherever possible. I am not a seeker of something for nothing. I’m only asking for the cost of the insurance deductible. Not the entire cost of a phone. Not wages lost, unable to use the phone for its intended purpose which is business. I honestly do believe that the company is treating this issue unfairly and that they should be held accountable.

DETAILS:
11/25/13 ? Purchased Samsung 4 door model# RF32FMQDBSR/AA from a local Big Box Home Repair store with their extended warranty.
9/20/14 ? Noticed refrigerators upper unit and the lower right door (refrigerator part) was not cooling like it should.  Called local Big Box Home Repair store to take a look at it.  They came out a couple days later and determined the problem was in the ?UPPER CLOSED SYSTEM? and they couldn?t touch it because it was in the CLOSED ?don?t think about opening it? SYSTEM. Since I was still within the 1 year warranty period they recommended I call Samsung.
9/26/14 ? Samsung authorized service guy came out and determines this big nice shinny box in my kitchen can not be repaired.  He said I would hear from Samsung in a few days for a replacement.  
9/30/14 ? Never heard from Samsung so I called them to find out when the replacement refrigerator would arrive.  They informed me there was a replacement process and I needed to provide them with a copy of my original receipt and customer invoice from the Big Box Home Repair store.  Luckily I found them right away.  She said I could text them to a certain number.  So I did, that day.  I then called back after I texted the information to make sure they received it OK.  They confirmed it was received and that they would be sending it to the Executive Customer Service Department.
10/2/14 ? Called the Executive Customer Service Department and they found my information but said they really couldn?t make out the receipt.  I got upset saying, Why didn?t the guy I talked to confirming you received it say he couldn?t read the receipt 2 days ago. This was the beginning of my blood starting to boil. We managed to get beyond the receipt and invoice issue.  I was then told I would hear back from someone regarding the next steps.
10/6/14 ? I hadn?t heard anything from Samsung so I called the Executive Customer Service again to find out the status. This is when I spoke to a very nice young lady who was arranging to calculate how much I was to receive from Samsung because they don?t just arrange a replacement refrigerator, they send you a check so I would have to go shopping AGAIN and buy it, AGAIN.
She was going to pay me for the amount I paid at the Big Box Home Repair store but NOT the tax I paid, which was about $220. 
So I demanded that she go back to WHOM-EVER and demand they pay the tax as well. If they were not going to pay the taxes that meant I would be out of approximately $500 in taxes alone since I have to buy another refrigerator.  She went back and
got the taxes paid as well.  The other bad thing about me having to re-shop for a refrigerator is when I went
back to the Big Box Home Repair store the same refrigerator is $1000 more.  She then said I would get a call from the next step person to confirm the amount.
10/8/14 ? Called to find out what?s going on.  The Executive Customer Service representative confirmed the agreed upon amount and said I should be getting an email indicating how I want the refund (check or direct deposit).  At this point I am getting really, Really, REALLY, FRUSTRATED.  WHY DO I HAVE TO WAIT FOR AN EMAIL TO TELL YOU HOW I WANT MY REFUND?????
10/13/14 ? Well now I know why I had to wait for the email.  It was actually 2 emails. The first one had a link that takes me to a web site to request a check (up to 4 weeks processing) or select direct deposit (up to 2 weeks processing).  Of course I
needed to select direct deposit because by now it?s been 3 weeks without a refrigerator with no compassion or understanding from this company.  Hold on that?s not all.  The second email says I needed to print out a return form, fill it out with my information, serial number from the refrigerator, pull the serial # off from the frig and put it on the form and cut the cord of the refrigerator and take a picture of the form and the cut cord then email it to them.  Now keep in mind the original problem was with the UPPER CLOSED SYSTEM, which is the refrigerator condenser.  Not the freezer (the second condenser). That?s one of the beauties of this
refrigerator, it has two compressor condensers. So now that I had to cut the cord, all of my food in the freezer had to be throw away.  I asked the Executive Customer Service representative how do I file a claim for compensation for all my food that had
to be thrown away. She said I can?t file for that until the compensation for the refrigerator had been resolved first.  All along this PROCESS I?m trying to explain to each of the Executive Customers Service reps that this process/policy/whatever SUCKS and is not customer focused AT ALL!
10/16/14 ? I again called Samsung?s Executive Customer Service to ask the status of my refund and am told it?s in
accounting and to keep an eye on my checking account I put down on the refund email.
10/22/14 ? So here I am writing about my TERRIBLE experience with Samsung?s return policy, which I will publish
on every social medium I use, once I am fully reimbursed. Which might be sometime in 2015.
 
If Samsung really wanted to be CUSTOMER FOCUSED, once their repair guy called in and received approval to get a replacement refrigerator??.. My involvement should have ended right there.  SAMSUNG SHOULD HAVE MADE ARRANGEMENTS TO CONTACT A LOCAL AUTHORIZED DEALER AND DELIVER A NEW REFRIGERATOR AND PICK UP THIS SHINNY PIECE
OF METAL FROM MY KITCHEN. SINCE THEY HAVEN?T FIGURED OUT HOW TO TRULY BE CUSTOMER FOCUSED, I WILL NEVER, EVER, EVER SPEND A DIME ON ANYTHING BY A MANUFATURER CALLED samsung.    

The service was great they showed up right on time. The person they sent out was extremely nice. He did everything he was suppose to.

Here
is a head's up for any of you looking for a new refrigerator. On 6 19
2012 I purchased a new Samsung refrigerator from AJ Madison. Price was
good and it was shipped correctly. I hooked it up and it has functioned
pretty well as expected until this week. Temp in refrigerator side has
gone up to 61 degrees F and no amount of button pushing or
troubleshooting will change it. The freezer is still functioning
correctly. I have a 1 year mfg warranty and I purchased an extended
warranty. I called AJ Madison and they shuffled me off to Samsung who
shuffled me off to their apparent low bid factory authorized agent who
advised me it would be April 23 before they can get here to check on the
problem. I called AJ Madison and Samsung both back and told them that
was not acceptable. In a nice way their cust service reps and management
told me to live with it. They were very sorry but could not do anything
differently. I have written letters to president of both companies. I
am sure at the appropriate time they will write back with their apology
but it just does little good right now. My advice is to stay away from
AJ Madison and Samsung unless you are willing to accept this kind of
service. I'll keep you posted if things change but at this point
everything has already spoiled. Bummer!
Ron Harper Thomson, GA 30824
PS They keep e mailing me that they only have one factory authorized company and they cannot come for 13 days.  The company they use in this area is A and E

Their computers are good, however, their customer service is definitely a C.  It leaves much to be desired.

We went through them because the refrigerator was under warranty and we had no choice. The customer service was terrible to deal with on the phone. I would never buy another Samsung product. We haven't ever had to pay anything for the repairs. It took multiple calls to get them to replace the parts. They also refused to extend the warranty. The service was terrible. I’m sure it will die again.

Samsung handset would not hold charge, heated up when talking more than 10 minutes and then disconnect. Company was notified and informed me the phone was under warranty and would be repaired. A ticket # and label was provided for mail in. I was told to send my charger with the phone which I did on December 17, 2011..

When the phone was returned on January 2, 2012, there was no charger. When I called customer service, I was referred to the "executive escalation department" because the representative had no authority to send a new charger. I asked if I could be emailed a voucher to get a charger in a retail store but was informed that it was not the company policy. Joel in that department informed me that I would receive a new replacement charger in 3-5 business days. Never happened.

I was able to borrow a charger from a friend in order to charge the phone and see if the repair was made. It wasn't. The problem still existed.

I called today, January 8, 2012 and spoke to May. I told her about my dissatisfaction and requested a new phone replacement for the inconvenience and their inability to deliver proper service. The phone went dead on her end. I called back and talked to another representative who said he could not help me and I needed to talk to the executive escalation department which was now closed and to call tomorrow.

Last week I received an online survey from Samsung about their service. I gave them a poor rating. Wrote in the comments box about my experience and requested a representative contact me....still waiting on that to happen.

My impression about Samsung is that their warranties are useless and customer service is designed to frustrate an individual to the point of giving up.

They have been unable to correctly locate authorized service people. They are also unable to provide them with parts in a timely manner. I made the first service request to Samsung 08/01. I faxed them the documentation of purchase 08/03. On 08/06 I was referred to National appliance network by Samsung. On 08/07 National appliance network denied the warranty. They eventually acknowledged and order the parts on 08/14. On 08/17 Samsung stated that no parts had been ordered. Also, on 08/17 Samsung referred me to an authorized appliance repair service in the Charleston area. On 08/18 the service they recommended inspected the unit. On 08/19 the service company ordered parts. As of 08/27 the appliance service has not received the parts. The appliance service company has informed me that Samsung is shut down for repairs and is incommunicado at this point. I would suggest staying away from their products until they are ready for prime time.