Samsung Customer Service and Technical Support

I purchased a Samsung Galaxy S6 Edge less than 6 months ago. A week and a half ago it stopped charging, saying that it couldn’t be charged because the battery temperature was too low. I called the customer service lines for both Samsung and my mobile provider. When speaking to the Samsung customer service line I was told that my phone qualified under the 1 year phone and battery warranty, that they would send me a prepaid shipping label, I would ship them my phone, and then in 10 – 12 business days I would either be returned my repaired phone or be sent a new product. Today I came home to find the UPS box with my phone in it on my front porch. I opened the box to find a letter saying that my phone was deemed to be beyond repair and that the unrepaired device had been returned to me. NEVER was I told at any point in my conversations with 2 different Samsung customer service representatives that this was even a possibility. I called the customer service line again immediately after reading this letter I again called the Samsung service line. After going through the automated system and giving my ticket number to the gentleman on the phone, I was placed on a «brief 2 – 3 minute hold» while he went over the notes from my previous two calls. After almost 10 minutes on hold I was disconnected. I called back and had to go through the whole automated system again. I got a different gentleman, and explained the whole situation, including being disconnected. He asked for a contact number for me in case that happened again. Essentially, he told me that they deemed my phone had water damage, which I find funny since it has not been out of the waterproof case the Samsung representative at Best Buy recommended the day I purchased my phone. The man told me that even being in the kitchen when a pot was boiling could have allowed condensation to get into the phone, even in the waterproof case, and that because of that they would not stand behind their product or what I had been told previously in my conversations with representatives of the same company. This was my first and last Samsung purchase. I am absolutely appalled by the quality of their products and their failure to stand behind their products and what their own representatives said. I have always had iPhones and used them for years and hesitantly decided to try the Samsung product, a decision which I entirely regret. I will NEVER purchase another Samsung product again.

Well the good news is every now and then the call stays in the United States but between the Philippines and Mexico it’s a painful experience trying to reach any level of tech support after the sale I’ve had the Galaxy Note 5 I now have the Galaxy 7 Edge I rethink Samsung as a provider when the after sales support is so horrendous the other option is to take the time to drive into and deal with Samsung at the counter in Best Buy– which is also not always a the winning solution although I have had some good luck there

I wish I would of read these reviews first. I will never buy another Samsung product the rest of my life. They all have glitches and they try everything not to warrant the product. if I could reach through a phone I would of banged the guy who can’t speak or understand English, head on his desk for stupidity at the highest level. I believe they do this so you hang up eventually and say forget about it and i’ll just throw the washer or tv in the trash like I will do. Good luck if you choose Samsung its Russian roulette or should I say Korean roulette.

Excellent service, with great follow up. Had a problem with my washer; they answer the phone immediately, are very responsive, and pro-​active. I am very pleased!

The worst technical support I had ever spoken to. None of them speak english. All I wanted was to get connected to a supervisor and the lady couldn’t even do that for me, I was on the phone with a supervisor earlier when my call got dropped and I had told the lady I was speaking to in a nice clam way what had happened and she sat on the phone trying to look at my account when I had told her like 6 times I only wanted to speak to a supervisor. Every time she took me off of hold she would try to talk to me about my account she was so annoying

To whom it may concern,
Two years ago I bought a Samsung refrigerator and already it has broke. I called Samsungs customer service and I have had nothing but trouble. They first referred me to their «Samsung qualified» refrigeration company and they have also been terrible. Nothing but problems from the beginning. We have been scheduling rescheduling for the last two months and still the refrigerator is broken. Excuses have been that the part is been on backorder, the part hasn’t come in yet, that what they thought the problem was wasn’t the problem etc… Excuse after excuse after excuse. Conveniently, they have been pd for the last 2 months. No one returned calls, no communication. When I called them to get some communication and find out what the status of parts were I was told by Mike in management if I didn’t like the service to go elsewhere. My husband took A day off only so that no one could even show up to service our refrigerator. Again no call no communication. I have been late picking up my children from school at least 3 times to meet the service people only to find out that the part didn’t show up or that the problem was and what they thought it was. How is it that this is customer service! I have two children and a husband and it has been very difficult to feed a family of four with no refrigerator. We have lost food we have been buying ice to try to keep food good and continue to lose food due to the lack of temperature control. I am infuriated! It seems this company does not care. Only positive thing I can say is the worker they sent out has been polite and has tried to accommodate our needs
Can explain the process to us. I will never recommend any Samsung product!

Absolutely awful customer service here. The representative was telling me basic instructions that I’ve known since I was a child and it’s not helping me at all with the my problem.

Samsung support is awful. After dealing with this I am strongly considering not buying another samsung phone ever again. I have wasted more than 6 hours being transfered back and forth. Having to call back over and over again because people hung up on and me and so on. And that is despite me having bought my phone directly from samsung for $ 699.99 and it still being under warranty.

Choose another brand. I have tried their tablet (blows)and a 40″ LED «Smart» TV (please)that in two years, two modems, five updates, three routers, three long calls to Samsung-​WILL NOT STREAM wirelessly. Sorry, I did actually watch one episode of House Of Cards. All other phones, computers, tablets in the house have always worked regardless. the best was my last support call that after an hour they just dropped the call-​no warning, no call back, nada. I know they gave up but that is just a rude and cowardly way to admit you can’t solve a problem. Samsung, you are dead to me.

Got a brand new 34″ curved monitor earlier this week. As soon as I get it powered up I realize that it has a faded horizontal line across the screen. I called Samsung immediately and they determined it would have to be serviced under warranty. I asked them if there were any local service centers since I didn’t feel comfortable shipping it back. The next day I dropped it off at a service center 20 minutes away from my house, and was told it would take 4 days or so.
The very next day they called me back and let me know it was done, fully under warranty. I went and picked it up, and now have a beautiful, fully functional monitor on my desk.
I see the terrible reviews here, and wanted to share my experience, which was a polar opposite. Reviews on services like this aren’t a good representation of the company in question. People are quick to complain and write reviews when they receive sub-​par service, but not nearly as quick to write a review when they receive stellar service.

I wish i could put ZERO STARS. Customer Relations was so rude. I had to cater to you because your product sucks.

The worst customer service I have ever gotten. Transfered 4 times and on hold for an hour just to find someone to give me a location in Vancouver to fix my monitor that is still under warranty, two of the places they suggested were not even in business anymore. No one there gives two sh*ts about their customers and the only other place that offered services was a small repair shop that kept the monitor for a week without even addressing it. When I went back for a follow up, one technician looked at it as though he never looked at it before and told me «Samsung will have to fix it. F*cking kidding me??? Garbage service, I didn’t even bother trying to get the monitor fixed.

Absolutely the most unorganized technical support team ever experienced. You would think Samsung would have phones that were clear… No. You would think they would have support staff call you back when they say WE WILL CALL YOU BACK.
I sent in my phone. They received my phone. They called to say you need to make a payment. I made a payment. They said they have a technical GLITCH WE WILL CALL YOU BACK. THEY NEVER CALLED BACK. … so now they CANCEL MY ORDER TO FIX and send back to me BROKE.
Grade — F
Samsung… I will update this review positively IF Thi Shall Receive a NEW S7.
Thank You…

I would give them a 0 star if I can. I’m so done with samsung. Called today in regards to my battery/​charging problem. They told me I would have to send in my phone to get it checked. The lady I spoke to asked if there was any damage on my phone. I truthfully told her there’s a tiny crack on the bottom of the phone. She then automatically told me the warranty is voided bc of that tiny lil crack. I then proceeded to tell her the problem happened way before the crack. Even talked to the «supervisor», who was super rude. Unfortunately they can’t do shit about it bc of the crack. Customer service sucks, and bc of that I’ll gladly take my business elsewhere! IPhone here I come!!!

Horrible-​Horrible-​Horrible Customer Service.
If you are considering buying a Samsung product, my suggestion would be to better decide for any other brand in the market. Unless you are prepared to deal with the most despicable customer service representatives in the planet, and having to trash your product when is still under warranty because Samsung is unable to repair it, since according to the Samsung technicians and customer service representatives: «Samsung never replaces a product but only attempt to repair it, even if it is a manufacturer’s defective product that is still under warranty». PLOP!
Really an incredible approach from a Company claiming to offer Excellent Customer Service.

Horrible experience with ordering and customer support for Samsung. I bought a top of the line laptop from their website in hopes of receiving it quickly for a work assignment. I received an email a few days later saying the item was on backorder and would be back in stock in ten days… ten days later I guess I did not make the cut because I was notified again that it was on backorder.
At this point I called customer service and THE CUSTOMER SERVICE WOMAN HUNG UP ON ME AFTER 2 HOURS OF WAITING. This was honestly the most frustrating experience I have dealt with after buying several technology products in the past few years. Truly unbelievable.

Awful customer service. Ordered a tv directly from Samsung but canceled order next day, was told to cancel delivery if it wasn’t stopped in time. I canceled delivery before it ever arrived from shipper, I was still charged and samsung still has my money almost three weeks later. They say I’m responsible for the TV even though I’ve never received it. It’s sitting in the shippers warehouse in california waiting to go back to samsung also in california. Waited over three hours on hold total to before I finally got ahold of someone and they were not apologetic. Took a week to get a response from Samsung via email even though their Web site states they’ll get back to you within 24hours.
Do your self a favor and DO NOT order directly from Samsung, go through a local store and save yourself a serious headache…

I agree with all of the negative feedback here. This was by far the worst support service I have ever received on any product. I wasted over two hours on the phone and was continually asked to unplug my TV and change my settings wait for a week. Blah blah blah.
Fortunately when Ieventually got through to someone in level two support they dispatched a service company who resolve the problem and replaced the panel on my new 4K TV as they understood the problem and recognized it was an issue that needed to be repaired
I will not be buying another Samsung product as a result of this experience I can’t believe that any other provider could be as bad or worse and I will give them a chance next time to prove me wrong

The worst experience ever. All of their tier 1 support staff want to get browie points to try to rectify the problem before they are forced to hand the support over to someone in a higher level. You cannot ask for a tier 2 person or someone in marketing on the initial call as you can with Apple support or ATT support.
They do not want to admit there is any defect with their products.
I filed a BBB complaint against Samsung USA in NJ.

Ordered a 55″ 4k tv from
. Unboxing the tv it appeared fine, but after once powering it on the internal panel was cracked everywhere (pic attached).
I called customer service and they told me they do not recommend online buying and to buy at local retailers. I said ah so you don’t recommend buying from
Apparently not. They recommended to me a service they don’t directly offer, and to basically go to bestbuy. They also told me they can’t send out a replacement until they get the old tv back and they do not offer priority shipping. They don’t use fedex or ups but some shipping company called AGS. AGS (closed weekends) is now taking their sweet time saying they’re waiting on approval to schedule a pickup.
My broken tv looks like it will now be weeks+ before it’s replaced and Samsung’s customer service and zero accommodation through it all has been awful.