Samsung

Complaints

Stephen Joshua WILSON H: Unit 10/298 Main St, Balcatta WA 6021 E: stevejoshuawilson@gmail.com P: 0476 386 614 Saturday, 5th June 2021 SAMSUNG Harvey Norman Reference: Letter of complaint To Whom It May Concern: I am writing concerning my Samsung Galaxy Note 10+ (IMEI: 35878 01010 77902) which was purchased from Harvey Norman, Midland for $1799.00 AUD. The problem I am having with the device is due to the device not working properly, and the damages caused by not having a working and operating phone for business purposes. Specifically the issues ranged from the battery not working correctly initially; to after returning the device for repairs, the earpiece not working at all. There has also been a lack of urgency or importance placed upon the device being in for repairs and the damages caused by the said delays. Timeline: Initially Purchased: Sent in for First Repair: 15th December 2020 Received from First Repair: March 2021 Sent in for Second Repair: 31st May 2021 Received from Second Repair: 2nd June 2021 Damages: Loss of Earned Income: $740 (calculated by avg new sales @ $10 p/day x 74 days) Cost of hiring replacement Device: $420 (calculated @ $35 p/wk x 12 days) Received from First Repair: March 2021 Sent in for Second Repair: 31st May 2021 Received from Second Repair: 2nd June 2021 To date, despite making numerous verbal complaints, both in-person and in-store – this matter has still not been resolved to my satisfaction. I look forward to your reply and a speedy satisfactory resolution to this issue within 10 business days from receipt of this letter, as time is of the essence. Please find attached my proof of purchase & warranties (Harvey Norman) for the device.

Hi I’ve brought a washing machine in November 2023 and soon after we realised that is not taking the softener. I’ve contacted the shop I bought from and they passed the details to Samsung. After I sent them the serial number they said they will send me new drawer for the detergent but I never received. After I contacted them again finally I received a new drawer but the problem wasn’t resolved. I contacted them again and they decided to send someone to inspect the washing machine. The technician said that the dispenser pump needs replaced. They came back later and changed it and my wife was happy after the first wash but the second wash it was same problem again won’t take any softener. After I’ve contacted Samsung again they send same technician back to test the washing machine and he said that how the washing machine work. That means is faulty by design and I’m not going to keep it like that. I’ve small children and I need to use softener for the clothes. I don’t want anymore repairs or parts replacement I just want to return the washing machine. When the technician came first time I was at home and I had a friendly conversation about the washing machine and he said there is a lot of problems with this model.

I purchased a new Galaxy watch & mobile. Within 4 days the watch arrived without the mobile, yet the order stated the mobile had been delivered. I have been waiting for 2 week. Samsung care plus has started but I don't have a watch. I cannot escalate anywhere within Samsung to a real person. Bad customer service & processes.

Frequent requests to resolve since 12-3-24, details repeatedly given. Trade ID SP99106. Same responses: sorry for inconvenience, working on the problem, we will resolve. I still have not received payment for my Trade $185 as agreed from Asurion .

Dear Samsung Australia, RE: COMPLAINT ABOUT FAULTY SAMSUNG S23: IMEI:350786280091745, SERIAL NO: R5CW132D9LL BILL NO: 4391182372 “REPAIR” (SM-S916BLIAATS) I am appalled, distressed, disappointed and furious with the quality of “customer service” you feel is acceptable. I have been personally offended by 3 VOC’s: ‘Shaz’, ‘Damian’, ‘Mardee’ and Senior Supervisor for Samsung Australia call centre ‘Daniel’. At no point did ANY of these members actually listen to the complaint, recognise the escalation, recognise the extreme levels I am going to- TO GET A WORKING PHONE THAT I AM STILL PAYING FOR AND STILL DON’T EVEN HAVE!! After having taking my mobile phone S23 in on the 18/04/2024 I have been utterly disgusted by the lengths I am having to go to, to be HEARD. • 18/04/2024 I spoke with staff in store at Carousel, Cannington in Perth, WA. They did in-store diagnostics. I have that report. 10 Checks and 1 Fail resulted: - Check: 5G Connection Failure, Call Drop, Signal Strength (No Signal), Call Mute Diagnosis, Charging Setting, Touch Analysis, Wet/Noise mode history, History of Slow Charging, Microphone Blocked During Calls, Number of Concurrently running apps. - FAIL: Signal Strength (REAL) (No Signal). • 19/04/2024 I spoke with staff in store at Carousel, Cannington in Perth, WA. They did in-store diagnostics on my old S21 where we confirmed that it was fully functional, and verified that the SIM card was NOT at fault. - My S23 was taken in and sent off. As per my request, the third party technician called prior to repair, to confirm the defects above, I have that report. • I received a phone call on Monday 22nd April from “Shaz” (shileat.s@partner.samsung.com). She determined that a Warranty Repair was in fact more than enough ‘compensation’. - I directly requested that she provide me with a Samsung representative alternative to escalate the matter further. I explained that she was calling me at the hospital where I was with my husband who was having emergency SPINAL SURGERY (he is still in recovery). I explained to her because of this PROVEN faulty device I personally and professionally have received damages. - All I was seeking at this time, by means of APOLOGY by Samsung for 15 MONTHS (of a 24month contract) of a PROVEN FAULTY device was: 50% OFF my next device, which would be approx. 8 months away, and for my current device to be repaired AS PER AUSTRALIAN CONSUMER LAW. A law, by which allows me the prerogative to ask verbally or written for compensation. The compensation I have asked for, as a long term loyal Samsung Customer was MORE than reasonable. • This request was outright denied, and ignored. • 23/04/2024 I emailed “Shaz”, (email available upon request). She had still not responded. • I picked up my device from Cannington store. I asked ‘MJ’ the Store Manager to escalate my case, as my VOC: Voice of Customer wont contact me at all. • 13/05/2024 VOC ‘Damian’ emailed me (damian.r@partner.samsung.com). This is after he spoke on the phone with my husband. Due to the aforementioned Workers Comp Claim: for a Mental Health Injury, something Damian WAS made aware of by my husband as I have had strict instructions from medical professionals to not engage with ANY entity that causes stress! • Damians ‘final’ offer was a $100 VISA e-gift card. As being and I quote “fair amount to provide and is the highest offer at this point in time” (full email available upon request). • 13/05/2024 I emailed Damian back and rejected the offer (full email available upon request), Utilising the ACCC website, link and associated sections. I incorporated Samsung Australia’s Value Statement and 4-Pillars of Samsung. • 14/05/2024 Damian rejected offer. • 14/05/2024 I rejected Damian’s refusal to engage in fair and reasonable compensation for noted harm done, INCLUDING reference to my Workers Comp Claim Number. • 15/05/2024 I went back to Samsung Carousel, Cannington store. I was still having problems with my device. I had hoped it was user error. Store Manager ‘MJ’ (on a side note: His team and himself had received good feedback for from the 18th and 19th of April, and NONE of them have received my high praise) remembered me from a couple weeks prior and sat down with me himself. - He personally completed an in-store diagnostic and verified; 11 Checks and 1 Fail. This is after the ALLEGED repair completed in April. I have that report it is as follows: - Check: Microphone blocked during Calls, Data Communication Unavailable (DNS Error), 5G Connection Failure, Call Drop, Data Communication error Diagnostics, Call Mute Diagnosis, Number of Concurrently Running apps, Charging Setting, Touch Analysis, History of Slow Charging, Wet/Noise Mode History. - Fail: Signal Strength (REAL) (No Signal) - The S23 was again sent off to a 3rd Party. • 16/05/2024 I sent an email to Damian, to alert him of the fact that the allegedly repaired and fully functional and working S23 in question, was not only not working. It was diagnosed as having faults. It was in for repairs: AGAIN. - I let him know I expected an apology. And a new VOC. I have received NO apology from either ‘Shaz’ or ‘Damian’ to date (20/05/2024). • 20/05/2024 This afternoon ‘Mardee’ called me. She should already have been aware of the situation. Including information I have to store Manager ‘MJ’. I specified that I have a mental health injury: that I am under specialist care (under psychiatrists). I told ‘MJ’ that due to Acute Emotional Dysregulation Episodes that are caused by continuous stressful situations i.e EXACTLY what the VOC’s are doing, I wanted ONLY for him to be contacted and to express my explicit instructions for resolution. - Mardee CAUSED an Acute Emotional Dysregulation response, with her careless and completely insensitive phone call, prior to a medical appointment. - After my appointment I called Samsung Australia: at 3:53pm for a duration of 31mins and 35secs a support staff, ignored my explanation and request for escalation. - Upon FINALLY adhering to the request for a senior staff member to intervene ‘Daniel’ not only completely ignored ALL requests, he refused to acknowledge or accept MULTIPLE requests for escalation, he out right ignored ALL requests to confirm that I would receive ALL recordings from my Phone call with both Mardee and Himself. - He YELLED at me so much I had to SCREAM to be heard, for more than 10 mins he completely spoke over the top of me ignoring ALL requests for escalation to ALTERNATIVE pathways within the business or even within the building he was in. - It has taken 4 hours and medication to reverse the Severe Emotional Dysregulation Episodes caused by Mardee and Daniel. I am now writing, to outline the only resolution I will now accept. • A FULL BRAND NEW (no refurb) replacement of my S23, the current model. As way of apology for the original Phone IMEI:350786280091745, SERIAL NO: R5CW132D9LL being FAIRLY replaced. • 16 months out of 24 months of my current contract my device has not worked in good faith as agreed as per my legal and binding contract- I AM STILL PAYING IN FULL FOR A DEVICE THAT CAN NT BE USED AS FIT FOR PURPOSE. This equates too- 66.66%. So as means of apology for the utterly atrocious behaviour and conduct I have experienced from 4 of your senior Members: - “Shaz” (shileat.s@partner.samsung.com) - “Damian” (damian.r@partner.samsung.com) - “Mardee” mob” 0447 467 664 - “Daniel” (08) 6183 7970 (3:53pm for part thereof 31min and 35secs) - I request that 66.66% of my next upgrade in approximately 7-8 months time for the current Samsung device (likely a pre-order as per multiple devices, which I am happy to provide proof of via Telstra) be paid in full by Samsung Australia as means of proof that they are serious about their Value Statement : • Integrity • Excellence • Change • PEOPLE • Co-Prosperity Finally I require a written apology, from ALL 4 staff. Outlining which of the Value Statements they did NOT uphold in their transactions with me in this matter. I will unreservedly, like to give my sincerest apologies for my Severe Emotional Dysregulation Episodes this afternoon: however, if your staff had upheld the above Value Statements, this matter wouldn’t have escalated to this level. Regards Amy-Louise Kohli All future correspondence will be via my husband and Proxy. Adam Kohli Mobile: 0417 166 006 Email: Adamkohli1991@gmail.com OR through ‘MJ’ from the Cannington, Perth, WA Store. Whom at least treats ALL customers with the highest respect, kindness and courtesy.

I made an order late on 20th of march then contacted them early on the 21st less than 24hours later to cancel. I was told my order was cancelled and I would be refunded the $175.10 afterpay took then I found out $150 was withdrawn from my account by afterpay for Samsung. I sent numerous emails then I received an email from afterpay saying they were taking another $150 from my account. I contacted Samsung again and really complained. They said they'd resolve the issue and I finally received another email that as soon as they collect the order delivered I would be refunded all the money they took. Except I already told them I never received anything because the order had been cancelled. Order #AU240320-85683163 Adele Gabe 6 hawthorn crescent Churchill vic 3842 pH.0478372972. Conversation no. 192966803 I am not well I have M.S and cancer and have been told to stay calm and not stress because it is really not good for me and all this is making me sick. I just want all my money they have taken back please and all this to be over

We set up pay with the watch and it asked us finger or pattern to unlock I couldn't get the finger to work so chose pattern and now can't remember it so i have to back to using my phone for my business. I think the pattern should be removed. I phoned support and they called back next day, I followed what I was being told to do (a factory re set) I did feel the tec person thought i couldn't do it. I was told factory re set will come up on screen (it did not) after going around in circles I was told you need to go to the Southport. My husband rang the store only to be told it is not possible for us to to do anything to fix it it needs to go to the store and pay a service fee of $66 for them to fix it with a machine. What's the point of tec support they are useless and have no idea themselves but make us feel like we are useless. Unbelievable it's new to me and am still learning to use it. Only device you can't factory re set.

I booked my phone in through Samsung website to get a replacement screen protector on my z flip 3. I was told I needed to book it with a authorized Samsung technician. I explained that I love remotely and the closest technician was 1200kms away. I flew down to perth and took my phone in. They inspected my phone assessed the screen and told me to email the purchase receipt. I sent it through and they it would be covered under warranty. Bring it in the next day 10am and it will be ready 2 hours later. When I went to pick up the phone they told me it wasn’t done because they were trying to get Samsung to cover it under warranty. The screen was dented, I was confused and said dented? It why didn’t you call me j would have paid the $88. I just want the screen protector changed. They told me they couldn’t I was in a rush as I had to drop hire car off in 15 mins. I took the phone and left. It wasn’t until later that day I realized my screen was broken . I noticed that my screen was cracked. They told me that I must have broken it just before I gave it to them. ? I signed a form that before I gave it to them that stated it had been assessed and was in for repair. I also have photos just before I left it with with to show that it was not broken. My screen is now ruined and my phone is ruined. I am back 12000kms away with no authorized technician. I rang on Friday the 16th Feb and explained everything to Samsung sent proof and everything. The man agreed that it was fraud. He said he will keep me up dated. I tried to call today to see what was happening the 20th Feb 2024 the first man was unless and didn’t understand that I can’t take my phone to a loc repairer as there are none. He told me to book it online. I explained what do I do in the mean time. I’f I get my phone repaired here will I be reimbursemed he ssid he didn’t know until I send it. I said I need a phone whilst I send it back. . If I buy a phone will it be reimbursed. Again he didn’t know. I said I want to speak to someone because I run a business I need a phone I need to know what to do. You can’t send me a replacement and you can’t tell me if I will be reimbursed if I buy one. This is not my fault my phone was fine before your authorized technicians broke it! I tried to book it online but it said to call because there aren’t any local samsng shops here which I tried telling the other men previously. I called again and had to explain everything again, then the lady put me on hold to get someone to talk to and the phone cut out. She never called me back even though she took my number and said incase it cuts out I can call you back.. I have been trying to sort this out for 4 hours! I haven’t gotten anywhere! I am extremely annoyed at what’s happened and will take legal action against both techworks and Samsung if someone doesn’t sort this out ASAP. I have a business to run and I need a phone! The job number was 1036149 booked in 15th feb 2024

I have a fridge from samsung and the ice machine inside keeps freezing over. I have had to get repqired twice already and now they are refusing to fix again. it is a known issue with the fridge

Purchased a samsung french door fridge via AppliancesOnline along with the extended warranty on 12/01/2017. The fridge started having an issue soon after the purchase (fridge compartment was noisy). Upon contacting Samsung they had tech sent out from the authorised repair centre who had to replace a part. The same issue occured multiple times within the extended warranty and ended up with similar fixes. We had asked for a replacement unit which was denied by the repair centre. This year again the same issue reocurred multiple times and the repair centre had the tech replaced the same part that many times. On the last visit, we were advised by the tech that the fridge is beyond repair. I have send all necessary documentation to samsung as forwarded by the repair centre for Samsung to look into it and have been waiting for weeks now for a response from Samsung. Emailed Samsung couple of weeks ago who promised a callback within 72 business hours and still nothing