Samsung Customer Service

User Reviews, Ratings and Comments



Samsung customer service is ranked #610 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 27.95 out of a possible 200 based upon 3609 ratings. This score rates Samsung customer service and customer support as Terrible.

NEGATIVE Comments

3,452 Negative Comments out of 3,609 Total Comments is 95.65%.

POSITIVE Comments

157 Positive Comments out of 3,609 Total Comments is 4.35%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Samsung

    Customer Service Scoreboard

    • 27.95 Overall Rating
      (out of 200 possible)
    • 3,452 negative comments (95.65%)
    • 157 positive comments (4.35%)
    • 5 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 2.8 Reachability
    • 1.7 Cancellation
    • 3.3 Friendliness
    • 2.4 Product Knowledge

Add your review!

Posted by Achilles


Very disappointing, i am waiting for the refund for my phone from 5 months, the refund team is useless. 5 months is too much

Posted by Prem


Update to my horrible experience with Samsung Customer Service and Appliance Warranty (May 3, 2018 - July 30, 2018) STILL UNRESOLVED:



I had horribly frustrating experience with Samsung about defective Samsung Built-in Micro-Oven Combination Unit Model No. NQ70M777OD. Have problems with this unit, still under warranty, soon after buying it. Samsung was unable to provide repairs in my area (except once), did not honor June 18, 2018 Samsung Approved Money Refund nor later June 25, 2018 Samsung Approved Exchange Ticket . Since May 5, 2018 as of this date (almost 3 months) I have not been able to use this unit nor was able to make Samsung honor their own Approved commitments which keeps on changing day to day.

Here is the chronology of Samsung giving me run around for almost 3 months:

May 5, 2018:

Called and reported to Samsung about Error Code: Check (C-A2) which appeared on display panel and unit stopped working since last 2-3 days. Samsung assigned Repair Ticket and asked me to contact their repair service provider HNG Appliances, Tukwila, WA. Over next 2-3 days HNG would not answer phone or return my voice messages.

May 11, 2018:

replaced cooling fan but that did not solve the problem. While reassembling the unit they found one scorched and loose wire at one of the connectors. They could not complete repair for want of wiring harness & other parts. No diagnosis was performed to find what caused it.

May 18, 2018:

HNG replaced wiring harness, and circuit board.

June 3, 2018:

Unit quit working and display panel went dead.

June 4, 2018:

Called Samsung and talked to Roberto. Samsung assigned a new Ticket They told someone from their Back Office will call me back within 12-24 hours. No one ever called me back.

June 5, 2018:

Called Samsung and talked to Barbara. She informed that Samsung could not get response from HNG nor could arrange for another Samsung Authorized Service for my area. Barbara offered to exchange the unit or refund money. I opted for refund since Samsung was not and may not be able to provide repairs, if needed, in future. She agreed for the refund and asked me to attach purchase and installation receipts to my email to Samsung. I promptly emailed purchase and installation receipts to Samsung

Later I talked to Julian of Home Appliance Department. He asked me to email receipts also to He assigned Ref # 5120809915. Emailed receipts under this reference # to this email address also.



Received email from Samsung confirming that Samsung had received receipts under



June 6, 2018 (?):



Talked to Cory of Samsung. She informed that refund for only Base Purchase Price of $2,564.99 was submitted for approval. It did not include Sales Tax $256.50 or Installation cost $230.00. She mentioned that after getting the approval of the submitted base price the refund amount will be adjusted to include sales tax and installation cost totaling $3,051.49.



June 18, 2018:



Talked to Sonia, She told me that adjusted total refund amount will be Base Price $2,564.99 + Sales Tax $256.50 = $2,821.49 and that Samsung will not refund cost of installation.



She further told me that she submitted the above corrected amount & talked to the appropriate department (while I was waited online) and it was approved.



She also informed me that, no later than Thursday, June 21, 2018 I will receive 2 emails from Samsung about:

• My acceptance of the amount, choice of direct deposit in my bank account or to credit card or receiving a check from Samsung by mail.

• Removing Serial No. Sticker from the appliance and mailing it to Samsung.



Sonia gave me Refund Claim Ticket # 4147620560.

June 21, 2018:

On not getting the above mentioned emails from Samsung I called Samsung and talked to Brenda. She offered me exchange which I declined since refund was already approved earlier. She told me that someone from Case Management will call me back to resolve the issue.



June 25, 2018:



Nobody from Samsung Case Management called me back so I called Samsung and talked to Dimitria. She told me that Samsung's policy has changed. They no longer offer refund. When requested to talk to someone higher up I was told I could not talk to anyone higher up or any other department and my only option was to accept exchange or keep non-working irreparable unit. On my query she informed me that exchanged unit will be 1) same or higher model, 2) it will be a new unit, not refurbished, 3) it will carry a new full one year warranty staring from delivery and 4) exchanged unit will be installed and existing unit hauled away by Samsung assigned technician at cost to me.

With no other options open to me and above 4 assurances I accepted exchange with a new unit.

June 25, 2018:



An email from Samsung's mentioned that Exchange Service has been approved assigning Service Ticket and provided an icon to track the progress. Tracked status was shown as "Your unit has arrived at the processing facility. Your exchange process has begun". This email provided Samsung phone # 888-501-2502 for any questions. Whenever I call this number no one answers. It bombards unending messages offering Direct TV, hearing aids, Samsung devices, etc. but no live response. I have read online others also complaining about Samsung provided this phone number relating to their exchange & repair services.

July 2, 2018:

Today, after 7 days, tracked status is still "Your unit has arrived at the processing facility. Your exchange process has begun".

When called Samsung I was told it's not even two weeks, there is no time limit how long the next step will take. She mentioned Samsung will contact the Retailer Sears in spite of Samsung having Sears receipt which I had emailed to Samsung. When asked who will deliver and install exchanged unit, Sears or others, Samsung representative did not know. She declined to connect me to anyone higher up or any other department.

I see no end to nightmare with Samsung Customer Service and their unbelievable changing story every time I contact them. It appears like they have no ethics or shame. I have lost over $3,000 and use of oven and microwave for over 2 months.



Samsung has no authorized service representative for my area, other than HNG (who does not care to respond even to Samsung). As such it's only fair that Samsung refund me what I paid for the unit, including sales tax and installation cost, NOT replacement. I do not want to deal with Samsung anymore with possible similar future problems with the replaced unit.



July 10, 2018:



Talked to Rachel of Samsung. She talked to Ashley in Samsung Exchange & Refund Department and I was told that Ashley released exchange of unit to KW International. I was told that within 24-48 hours Samsung would send me an email about delivery by KW International so I could track shipment progress thru kwinternational.com . KW Int'l was supposed to deliver & install new appliance and pick up the defective appliance within 7-10 days.



July 12, 2018:



Received email from Samsung mentioning "A replacement product for your service exchange is being processed. Please note it may take up to 2 business days for the unit to be released to the carrier.

Service Ticket Number: 4147769404." Was also provided Tracking icon which showed current status as "Your unit has arrived at the processing facility. Your exchange process has begun."



As of today, July 26, 2018 the above status remains unchanged.



July 13, 2018:



Talked to Allen who connected me to Linda in Case Management Department who internally talked to higher management and Exchange Department and gave me RMA # 0728359092, authorization for return shipment by KW International. Linda also confirmed that the new unit would be installed within 2 weeks and also:

• New unit will be the same model no. as the unit which it's replacing

• It will be a brand new unit, NOT refurbished

• New full warranty will start from the date replacement unit will be installed

• KW International will remove defective unit, install new unit take away the defective unit per instructions from Samsung.



July 23, 2018:



There was no progress during last 10 days. Tracked status still showed the same status "Your unit has arrived at the processing facility. Your exchange process has begun."



Talked to Devarae. She mentioned that she had escalated the case to higher management and could do nothing more about it.



Being dissatisfied with the above answer I called Samsung again and talked to Mary. She said she would follow it up with Exchange department, escalated the case and would not connect me to that or other departments. After repeated arguments she connected me to her Supervisor Carl. Carl provided me a new tracking no. PL44834269 for KW International but provided contradictory/wrong information that unit will be delivered to Home Depot and installed by Home Depot because I had bought it at Home Depot. I told him the unit was bought from Sears, not Home Depot. It appears he realized that he was wrong about appliance being delivered to the store.



Carl promised to call me later the same day and did call me back and connected me to Cathy in the management Department. Cathy provided me yet another tracking # PL448116426 which I later found out to be for pick up of the defective unit. At my request she tried to track previously provided tracking no. (for picking up new unit from Samsung & installing it in place of the defective unit) for KW International but it was intractable. She provided me alternate phone contact for KW International as 310-747-1530. She said she will contact KW International the next day why it was intractable and get back to me. Cathy never called me back.



July 26, 2018:



Surprisingly this time Samsung agent right away connected me to Jesus in the case Management Department. To my surprise Jesus mentioned that replacement unit (same model as existing) was not available as such KP International was never authorized to pick up new unit from Samsung. He talked internally to Exchange Department and said he has escalated the case. He also told me that within 24-28 hours Samsung will contact me with offers to accept:

• A higher model, if available and acceptable to me

• If not, then refund me money

Jesus mentioned to personally follow it up internally and someone from Samsung will respond within 24-48 hours. He promised to will call me back himself on Mon, July 30, 2018 at about 09:00 AM Eastern (Noontime Pacific Time) and get the matter fully resolved.

July 30, 2018:

Jesus of Case Management Department or anybody else called me back although 4 days have passed since he promised to call me back in 24-48 hours.



Called Samsung and talked to Kari. She told me she could not talk to or connect me to Case Management Department due to high call volume. She promised to call me back later today and connect me to Case Management Department.



I have sent 3 emails to Cathy of Case Management Department to snaecr_ag1since my last conversation with her on July 23, 2018. She has not responded to any of my emails.



Sent the following email today to Linda of Samsung Case Management Department to

Hi Linda,

Since I talked to you on July 13, 2018, there is no progress about the exchange of my Micro Oven Combination. I was connected to Cathy of Samsung Case Management Department on May 23, 2018. Since then I have sent her 3 emails but there was no response.

On July 26, 2018 I was connected to Jesus of Samsung Case Management Department who told me that replacement unit (same model as existing) was not available as such KP International was never authorized to pick up new unit from Samsung. He talked internally to Exchange Department and said he has escalated the case. He also told me that within 24-28 hours Samsung will contact me with offers to accept:

• A higher model, if available and acceptable to me

• If not, then refund me money

Jesus mentioned to personally follow it up internally and someone from Samsung will respond within 24-48 hours. He promised to will call me back himself on Mon, July 30, 2018 at about 09:00 AM Eastern (Noontime Pacific Time) and get the matter fully resolved.

This matter has been going on since early May 2018 with no resolution except Samsung giving me a different story each time I call them.

Please resolve the matter

Thanks.

Prem Shrivastava

Posted by BizProf.


I purchased the EVO 256gb micro sd card from the samsung website. I recieved the package within a week. When i opened the package the micro sd card was missing. I could see where someone had cut underneath the bubble that holds the sd card. I checked all the packaging there was no sd card. I called customer service explained what happened to yhem. They told me they would have to do an investigation that would take 30 days. They would email me the results in 30 days. I told them i did not want to 30 days that i needed the sd card to complete to use my tablet along with my computer to complete my dissertation. I as to speak to a supervisor. I was transferred to another representative and had to explain the story again. They put me in touch with another representative who made me explain the who thing again. They then put me in touch with escalation who made me repeat the who story again. He was also very rude and told me that there would be an investigation. I would not get a refund until the investigation was complete. I said i would call the company head quarters.he told me to go ahead they would just put me in touch with him and he would just tell me the same thing. I called several more times. The representatives were rude, ignored me, would not answer my questions and just left dead air on their end. I never did get the confirmation email. I never got the email concerning the investigation. I never received my replacement or a refund. I was absolutely furious and there is nothing i can do as the customer service representatives are very rude and not helpful. I have been buying samsung products for years. Have spend 10,000's of thousands of dollars at this company. I have recommended them to many people who puurchased from them on my recommendations. I WILL NEVER BUY ANOTHER SAMSUNG PRODUCT AGAIN. I also purchased an unlocked S7 that stopped working after a year and a half it cost me $1100.00. I could not get it fixed because it was out of warranty. Samsung has cost me $1250.00 many hours of frustration and stress dealing with their customer service. Lesson learned!!! I will no longer purchase their productions or recommend them to anyone else. I am currently in the process of switching all of my electronics over to other companies (Microsoft Surface book computer and when i need a new tablet it will be the surface pro 4 and next new phone will be microsoft or apple) I am also a college professor who teaches businesses Administration classes to 150 plus students a year. I use my personnel experience with Samsung's customer service as an example of bad customer service and what it cost me. I also show my students the upstream revenue lost just from lossing this one customer (over $5,000.00) every 5 years in computers, phones,tablets and assorted technology. That's right not just personnel friends and family hear about my experience so does 150 students a year. If i can save anyone the misery and loss i experienced from samsung from my own personnel experiences I am more then happy to do so.

Posted by jes


Since May 15, 2018 through today, I have called six times on a ticket item I made for a trade-in issue. Samsung sent me an email in May that my trade-in phone was damaged and included 2 photos. The photos were actually of only labels and definitely not of a cell phone at all. I've asked for photos of the supposed damage or acceptance of my trade-in that through today, Samsung rep says there are no updates since the May 15th request.

Posted by Anonymous


It would be a great feature if the S Pen would actually write in the same style in which you write a text message not transpose it to printed text. It would more personal and an awesome experience for the recipient.

Posted by J2 2018


My j2 2018 didn't work properly

Posted by Prem


Just want to add the following to my posting of July 2, 2018:

Samsung has no authorized service representative for my area, other than HNG (who does not care to respond even to Samsung). As such it's only fair that Samsung refund me what I paid for the unit, including sales tax and installation cost, NOT replacement. I do not want to deal with Samsung anymore with possible similar future problems with the replaced unit.

Posted by Prem


The following is for complaining and posting later:

It's about my frustrating experience with Samsung Customer Service for Samsung Built-in Micro-Oven Combination Unit Model No. Have problems with this unit, still under warranty, since soon after I bought it.

In chronological order:

May 5, 2018:

Reported to Samsung about Error Code: Check (C-A2) which appeared on display panel and unit stopped working since last 2-3 days. Samsung assigned Repair Ticket and asked me to contact their repair service provider HNG Appliances, Tukwila, WA. Over next 2-3 days HNG would not answer phone or return my voice messages.

May 11, 2018:

HNG (their Ref replaced cooling fan but that did not solve the problem. While reassembling the unit they found one scorched and loose wire from at one of the connectors. They could not complete repair for want of wiring harness & other parts. No diagnosis was performed to find what caused it.

May 18, 2018:

HNG replaced wiring harness, and circuit board.

June 3, 2018:

Unit quit working and display panel went dead.

June 4, 2018:

Called Samsung and talked to Roberto. Samsung assigned a new Ticket They told someone from their Back Office will call me back within 12-24 hours. No one ever called me back.

June 5, 2018:

Called Samsung and alked to Barbara. She informed that Samsung was unable to get response from HNG nor could arrange for other Samsung Authorized Service for my area. Barbara offered to exchange the unit or refund money. I opted for refund since Samsung was not and may not be able to provide repairs, if needed, in future. She agreed for the refund and asked me to attach purchase and installation receipts to my email to Samsung. I promptly emailed purchase and installation receipts to Samsung to [email protected]



Received email from Samsung confirming that Samsung received had received receipts under



June 6, 2018 (?):



Talked to Cory of Samsung. She informed that refund for only Base Purchase Price of $2,564.99 was submitted for approval. It did not include Sales Tax $256.50 or Installation cost $230.00. She mentioned that after getting the approval of the submitted base price the refund amount will be adjusted to include sales tax and installation cost totaling $3,051.49.



June 18, 2018:



Talked to Sonia, She told me that adjusted total refund amount will be Base Price $2,564.99 + Sales Tax $256.50 = $2,821.49 and that Samsung will not refund cost of installation.



She further told me that she submitted the above corrected amount & talked to the appropriate department (while I was waited online) and it was approved.



She also informed me that, no later than Thursday, June 21, 2018 I will receive 2 emails from Samsung about:

My acceptance of the amount, choice of direct deposit in my bank account or to credit card or receiving a check from Samsung by mail.

Removing Serial No. Sticker from the appliance and mailing it to Samsung.



Sonia assigned Refund Claim Ticket




June 21, 2018:



On not getting the above mentioned emails from Samsung I called Samsung and talked to Brenda. She offered me exchange which I declined since refund was already approved earlier. She told me that someone from Case Management will call me back to resolve the issue.



June 25, 2018:



Nobody from Samsung Case Management called me back so I called Samsung and talked to Dimitria. She told me that Samsung's policy has changed. They no longer offer refund. When requested to talk to someone higher up I was told I could not talk to anyone higher up or any other department and my only option was to accept exchange or keep non-working irreparable unit. On my query she informed me that exchanged unit will be 1) same or higher model, 2) it will be a new unit, not refurbished, 3) it will carry a new full one year warranty staring from delivery and 4) exchanged unit will be installed and existing unit hauled away by Samsung assigned technician at cost to me.

With no other options open to me and above 4 assurances I accepted exchange with a new unit.

June 25, 2018:



An email from Samsung's mentioned that Exchange Service has been approved assigning Service Ticket # 4147769404 and provided an icon to track the progress. Tracked status was shown as "Your unit has arrived at the processing facility. Your exchange process has begun". This email provided Samsung phone # 888-501-2502 for any questions. Whenever I call this number no one answers. It bombards unending messages offering Direct TV, hearing aids, Samsung devices, etc. but no live response. I have read online others also complaining about Samsung provided this phone number relating to their exchange & repair services.

July 2, 2018:

Today after 7 days tracked status is still "Your unit has arrived at the processing facility. Your exchange process has begun".

When called I was told there is no time limit for the next step. She mentioned Samsung will contact the Retailer Sears in spite of having Sears receipt I had emailed to Samsung and it could take 2 weeks. When asked who will deliver and install exchanged unit, Sears or others, Samsung representative did not know. She declined to connect me to anyone higher or any other department.

I see no end to nightmare with Samsung Customer Service with unbelievable changing story every time I contact them. It appears like they have no ethics or shame. I have lost over $3,000 and use of oven and microwave for over 2 months.

Posted by JD


I had a Samsung Galaxy S6 phone. I removed the sim card to insert the sim card into my new Samsung Galaxy S8. After I did this, it locked me out of the phone completely. I called tech support at Samsung and followed all of their directions to the tee. They instructed me to provide proof of purchase of my phone, which I did. They sent me a shipping label and told me to send it to Mac Allen Texas to their service center and they would unlock it and return it to me at no charge. It has been over two months now and I have still not received my phone. Every time I call I have to explain it all over and over again and then I am told it has been unlocked but hasn't gone through quality control. It has been over two months! Their customer service people are rude, unprofessional and talk over you when you try to talk to them, I own a Samsung laptop, a Samsung Tablet, a Samsung Refrigerator, a Samsung TV and I have even been an employee of Samsung Tech-win in the past. I will never buy another Samsung product again. I will be buy Apple phones and anything but Samsung now. Apparently this company could care less about the customer.

Posted by vaghela nikunj


Dear sir i have purchase Samsung S8 mobile before 4-5 month mobile is defective over heat and hanging problem 3 time give for services in Samsung services station and same problem is detect. Now sample problem over heat and hanging problem Samsung engineer visit our office and check handset and hand set is problem is prove this device is defective . 3 time same problem but not resolve this problem Samsung now i dont want Samsung product we dont have now Samsung product trust . Samsung services and product so very poor(very bed,) is now our demand is refund payment.

Posted by jbush76


We signed up for a subscription delivery of our fridge water filter every 6 months. We got the first filter in Jun of 2017 and the second in Dec 2017. This month, Jun 2018, no filter has come yet and our fridge filter button has been red for a while now. I asked Samsung via their website to check the status and was told they had no subscription showing for me. Turns out I gave them the wrong email address so that was on me but what happened next is all on them. I signed up for another subscription on Jun 19th. On Jun 20th I realized I had given them the wrong email when I received a message saying our filter was on its way. So, on Jun 21, I called to cancel the order made on Jun 19th which I had signed up for using the other email. I was told I had to cancel the order by using a form on Samsungparts.com even though I placed the order through Samsung.com but I did as I was told. Samsungparts then emailed me to say they had no order for me and then they gave me another number to call. A woman at that number told me I had to call a different number. I did this and the man at that number gave me yet another number to call where I finally got a woman who tried to help me. She told me that the order could not be cancelled because it already went to the fulfiller but that when they shipped it I would receive an email telling me whether it was shipping via UPS or FedEx. She said that I could call whoever was listed and ask them not to deliver. Then it would go back to Samsung and I would be credited for the order. She then informed that she could not cancel the subscription because it wasn't in the system and I'd have to call back in 3 business days (which is today). HOWEVER, the email never came but the box showed up on my doorstep Friday, Jun 22nd. I tried to follow the return instructions on their packing slip, however the system tells me there is no such order so it can't generate a return slip. Since it was now the weekend, I emailed order support and waited for a response which came this morning... telling me that the order had not yet been shipped to me?!!? Really? Because I am staring right at it here on my kitchen table!?!?!?! I have now emailed the CEO of North America this entire tale of woe along with photos showing the item, the box it arrived in with the order number clearly printed on it and printed on the packing slip. Let's see if that lights a fire under someone's butt.

Posted by kk


I think they are calling rather shouting for a class action suit. Anybody interested ?



I have returned the phone with similar problem as other back in Dec. Initially it was refund in 1-2 billing cycle. Now it is escalation on every call. So far no refund and they keep escalating.



Are they thinking they can get away with this without a fight from the masses ? Maybe the corporate head if on a mission to close the company.

Posted by Diana


On going issues since March. Finally felt like it was going to be resolved on May 23rd. Samsung sent me a UPS shipping label to return the device over night and I was told as soon as they receive the device a new device would be sent out. I called and verified that they received the device on May 25th. Fast forward, still getting the run around as of today June 12th, still no phone. Now I was told they couldn't verify the serial number and that's why the new device wasn't shipped. But, according to case Management that has been resolved and it will be another 3-4 weeks before they can ship the phone. It has been turned over to the exchange department yet again and now needs another approval. One excuse after another! Very frustrated with Samsung! Customer service says all the right things, I am sorry, I understand, I am doing everything that I can for you..... Yes, telling me everything that I want to hear except when I can expect delivery of a phone that I have been waiting on for far too long!

Posted by Jasmin


I recently got my phone device replaced and i returned my old damaged device next day. But,now i have 2 emails asking me to send them the damaged device(which i already did) i'm trying to contact samsung to figure out what to do because now i'm abroad and can not figure out what ro do. Are they gonna charge me ? And how can i figure out what to do when they don't help me with the chat option?it looks like they know nothing

Posted by I believe Cameron


My microwave oven had an error message of 5E. I called Samsung service and they said that I had one warranty call to use. A service call was set up. My granddaughter unplugged the oven and replugged it, pushed a few buttons and the problem was solved. I cancelled the service call because I thought it was fixed. Now it has the same error message and cannot be solved by doing the procedure above. Samsung says that I used up my warranty call even though it was cancelled and now I have to pay to get it fixed. Most probably I will buy another brand if the repair cost is too high. Samsung, I have lost faith in you!

Posted by BDB


Horrific customer support. Told one thing by one person to have it contradicted by another. will NEVER use Samsung Direct again. Consumer beware. In addition, the telephone customer service has no solutions to offer. Just we are not able to....

Posted by 2 months and no replacement/refu


We purchased a new 4k DVD player. It stopped working after two weeks. We could not return to best buy so we called Samsung. They said the turn around time was 7-14 days so we shipped it. That was March 22nd. It is now May 21st and we do not have our ne w4k player back yet or a refund. Samsung said they would call to tell us if it was repairable of if a refund or replacement would be sent out. They never ever called so the first couple times we called we got two different stories. The third time they said someone from the refund dept will call in 3 business days. No one ever called so we called back got the same story. Finally the 3rd time we called and they said the same story so we wanted to talk to a supervisor or upper management. They transferred us to a case manager. He swore they would call in 3 business days and the reason they didn't call the first few times the other support people said they would call was because they didn't initiate the call. well 3 days later no one called as usual. So here we go again with another call today and now they say that some one from the returns dept will call in 11 business days. I mean seriously, what kind of returns dept do they have. We asked for the refund dept's number so we could call them direct and they said we don't have that information and you can go to the supervisor or case manager and they will tell you the same thing we don't have that number. I am so sick of Samsung and their return dept and customer service department. They have absolutely no clue what customer service means.

Posted by Anonymous


I will never purchase another Samsung product again. The customer service is appalling and designed to get you to just give up and go away. We bought a Samsung HD television.....in less than a year it has been repaired twice and has quit working again a month ago. I still do not have a replacement.....the replacement has been approved but Samsung is still working on processing a replacement. A company that manufactures televisions is still trying to figure out how to replace a tv......seriously, take your money elsewhere and avoid Samsung. They are all very sorry for the inconvenience but cannot produce results.

Posted by Madkcgirl


We purchased a 55 inch smart Samsung tv 17 months ago was treated very rudely and don't care attitude and told different things by 2 different people on a recorded lioness told me I was basically out of luck on my tv when the picture went out. When I have two other TVs by other brands much older and they work just fine I will never purchase anything by Samsung again.

Posted by Mavid


WORST CUSTOMER SERVICE EVER !!!
I had a simple issue that each representative that I have spoken to has exacerbated it to the point now where they have deleted things that they cannot put back on my phone and they refused to connect me to someone higher up the chain has some knowledge to fix the issue... I will tell everyone I see how terrible terrible Samsung products are and their customer service I have been a loyal Samsung customer owned every product they have from the G3 the tablet and now S7 and will never own another Samsung product...

Posted by Fsamsung


I've gone 7 weeks without my fridge being fixed. Only 5 months old. Last repair people deemed it unrepairable and Samsung won't let them write it up as unrepairable and insist on sending more technicians out. Customer service reps put me on hold to call them and confirmed it is unrepairable but said they are sending more techs out anyways and it could be a couple more weeks before that happens. We were told it is what it is. Awful experience. Think they are hoping we throw in the towel and just buy a new fridge.

Posted by Loyal customers lost


Worst customer service experience ever compared to any other company! It shocks me how they treat their customers so poorly. Im part of the top load washing machine recall and my experience to receive a refund began 8 months ago and still NOTHING! I get the same response each time i contact customer service "We understand your frustration & we apologize..blah blah blah"...they never called me back to take ownership of their mistake (sending my refund to a wrong address) and offer a SOLUTION to keep my business. No, they didnt care. They treated me like i needed them and not like they wouldnt have their jobs because of customers like us. I AM NEVER BUYING ANOTHER SAMSUNG PRODUCT, NOR MY FRIENDS, NEIGHBORS & Followers.Ã?â??Ã?Â

Posted by Ron


My Refrigerator which was under warranty died on February 1st, Three Tech visits later it was pronounced not repairable. I was given a #7000 authorizing a exchange or refund on 3/20.

On 4/5 I received an email saying the refund was approved. No one at Samsung will give me a date. The damage so far...3 days off work, canceled family Easter visit, Eating out almost every night, 20 bags of ice, countless hours pleading for help to put this nightmare to bed.

No end in sight....If Samsung has a mission statement, I'm sure this experience doesn't reflect it,

Posted by LongtimeSamsungUser


Hi all,

I am facing the same issue. I returned my Samsung S8+ phone for exchange by end of January 2018 and still there is no replacement phone sent to me. It is first week of April already. Before this I sent back and forth 4-5 times for repair, which they could not rectify. So literally I am not able to use my phone since october 2017. Samsung Repair, Exchange dept and customer service sucks. They cant even tel me the reason for delay. And customer service executives have no way to connect to exchange dept to know the status.

Posted by User


I returned my phone end of JAN 2018 and it's almost April and still no refund. I call every week andv they say wait another 14 days ugh their customer service sucks! It's not my fault you are unable to fix the phone so why do I have to wait forever to get my money back. I have no phone its ridiculous. Smh I love samsung products but damn their customer service is awful.I don't know if I want to buy from this brand again. I wish I would have never sent the phone. Smh this is crazy. They don't care.

Add your review!

Posted by Kacey


Samsung customer service rocks!
My 2 year old Samsung smart TV stopped showing over the air broadcast channels today. I messed with it several times but couldn't get it to auto program. I found a Samsung customer service phone number in the on screen help menu and called at 10 pm on a Friday night AND THEY ANSWERED!!!! I couldn't believe it. A very helpful and knowledgeable lady ask a couple of questions then guided me through the reset process and waited while it auto programmed. It worked! Holy crap, good customer service. I'm not loyal to any brand of products, I usually base my purchase decisions on price but after this experience Samsung will be my go to brand.
Thank you Samsung,

Posted by MsBren


I was having issues with my dryer a few weeks before my warranty was up, they came to service it and I was told it could be fixed and that they would order parts. A week later Samsung called and offered to give me a refund, I accepted and they have been so helpful from the beginning. I love all of my Samsung appliances and phones! Their customer service has always been so helpful!

Posted by SREEJITH


I would like to share a bad experience i had with Samsung service .Last month my washing machine had developed some problems and i contacted Samsung service people here.A technician came and after inspection said the motor and some other part has gone and the repair work would come to around Rs.7000. So i said i don't want to repair it and i gave his service charge of Rs.250. I called another technician from a local service center and he could fix the problem with a service charge of Rs.200. Is this how u people make money ..shame on Samsung. I was a very found of Samsung products and in fact my TV, A/c,Refrigerator,Micro wave are of the same brand.But with this experience i am going to shut doors for the product and will share my experience with all to stay away from this brand. A simple example of how big brands make money...

Posted by Che


Thank you to Samsung customer service and support online for helping me... eventhough I recieved the reply too late but still thank you for helping me...

Posted by sikkandar


My mobile service but sem proplam not good service my number

Posted by JoannaRose


Samsung customer service in SM Aura is awesome☺

I would like to thank mr. Who retrieved my phone from flickering☺ i dont know how to post in their page. He retrieved my phone for almost three hours such a legend thankyou. ☺


long hair i dont know kung anong name e. ☺

Posted by Janette


Would like to congratulate Megan at Warringah Mall store, Thursday 23rd March and hope Samsung recognizes her for my feedback. Megan was polite, courteous, calm, extremely professional and went out of her way to assist me.That is the service that brings people back for purchases. Regards Janette

Posted by Emmanueltrevil


My phone.got locked i call somesumg to get my phone fixed but after 3 weeks they havent get any of the 3 emails i sent them. Im changing to apple.

Posted by KB


Very polite staff on the phone at customer service and in person at the store. Resolved my issue very quickly.

Posted by Anonymous


I LOVE THE S HEALTH FREE APP FROM SAMSUNG!!! THANK YOU SO MUCH!
(But the customer care line really needs improvement.)

Posted by Adam knappier


Please please bring back the gear s1 smart watch I still think it's one of the best I like the way it curves around my wrist and the size of it looks good in don't like those small s2 those are for girls I would like to think the s3 looks good but a slight bigger would be OK and the beZel.. is cool then u might have my vote for the round watches but the look and curve of the s1 is stiLl my favorite so if u could make a new version that would be awesome if think if u did a vote up would c.. that people really like them

Posted by Anonymous


I just bought the Galaxy s7. It doesn't have a temperature sensor. Please bring it back. It was extremely useful: Especially to see room temperatures, or outdoor temperatures at venues or camping. Also used it to measure somebody's body temperature and it works and therefore extremely useful to see if someone is ill with a fever or overheating (like when camping) So it's important for health. Please bring it back or make more s4. Of the other sensors use the pedometer most. Heart rate just for fun, not as important. Widgets were more interesting on older phones. As well as wallpaper selections. The next generation of phones should have removable batteries and be water-resistant like s5. Once this s7 phone dies I will fix my s4 screen and use it unless a better phone than s7 comes along. Thanks.

Posted by Anonymous


I would like to thank the staff at Melbourne Central who helped us overcome our phone dilemma. So grateful to them for their advice, knowledge and caring to ensure our holiday was not spoiled by dramas associated with a water logged phone. Seriously we cannot thank them enough and hope they get the recognition they deserve.

Posted by Anonymous


I was served by John at your store location at the Bergen Towne Center Mall in New Jersey. Very satisfied - friendly and polite and certainly knowledgeable. Also very patient since I'm a bit slow in absorbing the info.

Posted by Anonymous


Visited Best Buy at Garden State Plaza, New Jersey. Had a wonderful experience with your rep Antoine at that site. He is very knowledgeable and offered a solution to my problem within minutes. Thank you.

Posted by jclintonmoore


I have an Note 4 phone, Question why didn't yaw load the voice recognition program in the Note phones, like yaw have Galaxy S4 phone. I love that features. Please consider put it back in the series. And is there a way to delete the clear all feature on the in the background screen or a way move from the right side because I always accidentally touch that side of the screen cause I'm right handed, and I like having those pages available when I'm ready to go back to them. Other than that with few exceptions in my operating system the phone great. Oh 1 more thing how do I turn off the security feature every since I downloaded the lollipop upgrade the phone refused to let me go back to the No Security screen. Feel free to contact me for answers on how to fix without rebooting phone, thank you for your time & creation

Posted by Remote


Had an issue with a front loading washing machine. We live 6 hours from the nearest capital city and 22 hours from the nearest Samsung office. Rang samsung and got the standard call centre......at this point it looked like the standard outcome would apply....."we will send a tech out". "Not to where we are!!". Job number logged and I am 24 hours from making the decision to buy a new washing machine and taking the long and boring 6 hour drive to a shop that sells washing machines. Got a callback from the local Samsung rep/tech 15 hours later and worked through the issue over 4 phone calls and they are posting the repair part out in 24 hours at no cost. This is the greatest customer service I have ever had. I am a elec tech by trade but this means nothing without the manual. The local rep actually talked through the in-house manual and we sorted the problem. Greatest customer service ever

Posted by Wands


I purchased a Samsung Galaxy s6 last September.Two weeks I began having problems.The new phone was replaced with a refurbished phone. Four days ago the refurbished phone began to have problems with the battery.I was told that I can get an another refurbished phone THAT IS SO A NO NO.PLEASE DO SOMETHING BESIDE A SECOND REFURBISHED PHONE

Posted by Lal Baadshah


Thiva is very heplful and friendly while assisting with my service report. Thumbs up!

Posted by Anonymous


I had an ongoing (4month) problem with my Samsung refrigerator. After many attempts to get the freezer repaired, Adam was dispatched to my home and I was told that the repair was a basic repair, he could get the parts in 3 days and that he would return the following Thursday to fix the problem. Well, he surely did return, along with a Samsung certified trainer by the name of Steve. It took about 45 minutes and the 4 month problem was solved. I was very happy with the repair and the way Adam handled the problem and the final repair.
I hope it lasts.
Patrice Kasper
Carol Stream Illinois July 25 2016

Posted by Anonymous


Previously I went to one of samsung centre to ask about whether samsung galaxy s7 edge pink gold is still available, the sales representative said it is out of stock and I ask whether I can pre order but she said currently samsung will not produce it, I am a bit frustrated so I called samsung call centre to ask again, I spoke to one of your customer service officer, Pai, He was being helpful and ask to call me back so that he can check the nearest samsung store that still have samsung galaxy edge s7 gold pink, he even give me the contact number so that I can deal with the person in charge directly. Thank you again for your help.

Posted by Anonymous


Today I went to a Samsung store in Canal Walk what a great service from the staff at that store I was helped by a lady by the name of Stephanie. She was so professional and had willingness to help and I was pleased from Lunga Cape Town

Posted by Samsung suck


Samsung Service Centre Singapore Westgate..."Best" service provider:

* automated robotic answering human consultant

* robotic consultant has see thru vision (view thru u like an idiot)

* jolly consultant...they laugh in the service room...bcos you are stupid enough to buy an samsung

* ensure similar repairs not fix once, twice but thrice within a year

* any problem refer to samsung (they are just authorized agent!!!)

* further issue, samsung force applied..the signed service agreement

* Samsung,,,Selling absolutely marvelous, Servicing ultimately no good

Posted by Anonymous


I purchased this product on March 18, 2016. The product had to be badly made. The LCD screen is gone and this is terrible. I am not happy with their Chromebook. The company wants me to pay to fix this product for $173 purchased the product $180.00 that makes no since.

Description: Samsung
Samsung Electronics America, Inc. /co InteliSol
Notification for Voided Factory Warranty
Hello Samsung Customer,
This is a notification that your Samsung notebook PC cannot be repaired under the warranty terms at this time due to the below listed damages. Please be advised that the below estimated quote is ONLY an estimate and is subject to change if other parts may be needed in the repairing of your unit. The factory warranty cannot be honored at this time due to the following reasons:
1. Reason: Cracked LCD
2. Receive Date: 5/26/2016
4. Model No: XE500C12-K01US
5. Estimate Quote: $ 173.87 (Optional to insure package, additional fee will need to be applied)
Next Available Step:
1. Please note that due to the above reasons, any services done under this ticket number will NOT be covered under warranty. If you would just like to continue to have the unit repaired under the OOW (Out of Warranty) repair service, please contact us via email for approval, and we will contact you by email for more information.

Posted by Samsung Product are bad quality


Samsung Company Is Not Provide Warranty Service Properly We Buy Two Samsung Galaxy Core 2 Mobile Is Bad Product We Repair 03 Times But Never Permanent Solution We Advise To All New Customer Please Do Not Buy Samsung Any Mobile Is Bad Quality & Samsung Company Is Not Applicable For Best Selling

Submit your comment

Posted by Anonymous


Dear readers,

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

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


Thank you.

Anonymous.

Posted by formersamsungcustservrep


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

Posted by Anyone


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

Posted by Anonymous


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

Posted by CustServRep4Samsung


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

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