Feedback and complaints Samsung Claims Department not wanting to help

[Members_fbwdPrS]

I am extremely frustrated and disappointed with the inconsistent and unhelpful service I’ve received regarding my recent support case.

I initially contacted Samsung Care on May 13, 2025, about an accident that occurred on May 11, 2024, during a Mother’s Day outing. My husband’s phone was dropped, and the inner screen cracked. During that call, I was reassured several times that everything would be taken care of and that I had nothing to worry about.

The representative even mentioned that there had been a system glitch and assured me it would be resolved. However, the next morning, on May 14, I woke up to a text message and two emails stating that I now had only 48 hours to submit a diagnostic—or my Care+ plan would be canceled by May 16. This was shocking and incredibly frustrating, especially since none of this was mentioned during my initial call the day before.

To make matters worse, the only email I had previously received regarding my protection plan was the quote and receipt from my Care+ purchase on May 7, 2025. That message included Knox app information further down, but nowhere did it clearly state that submitting a video diagnostic was required—or that failing to do so would void my claim and cancel my plan.

On May 14, I called support again and spoke with two representatives from the claims department, who informed me that I no longer qualify. They were unwilling to assist and offered no solutions. It felt as though I wasn’t even given a fair opportunity to explain my situation or fulfill any requirements I was never told about.

Then today, May 15, 2025, I called once more—and again received no real help. It feels like I am being given the runaround so that Samsung can avoid honoring its obligations. I asked to speak to a manager and was told that doing so "wouldn't help." I’m being bounced between departments, with one telling me not to worry, and the next refusing to help. On top of that, when transferred, I was routed to Spanish-language support. I don’t mind that, but I prefer to speak in English so I can fully understand the conversation and instructions.

I feel like I am being penalized for trying to follow the correct steps and am being treated as if I did something wrong, when all I have done is attempt to resolve the issue honestly and promptly. The lack of transparency, contradictory information, and poor communication between departments have left me completely frustrated and beyond upset.

I urgently need to speak with someone who understands my case and has the authority to resolve this properly. Please escalate this matter to a supervisor or someone who can provide meaningful and consistent support before my Care+ plan is unfairly canceled on May 16.

[GaryB82]

Sorry but since this is a User to User support community with no access to your account your only option is to call Support at 1-800-Samsung and speck with someone there since they have account access.

Samsung Support 1-800-Samsung 

Care Plus Support 1-833-690-0918

[Members_fbwdPrS]

Thank you for your response. I understand that this is a user to user support community and that you don’t have access to my account. However, if you had read my message carefully before responding, you would see that I’ve already contacted Samsung Support and Care+ Support multiple times on May 13, May 14, and again today, May 15 and unfortunately, I’ve received inconsistent, unclear, and ultimately unhelpful information each time.

I’ve been bounced from one department to another, reassured one day that everything was fine, and then told the next day that I’m disqualified—with no proper explanation and no clear instructions provided. I was transferred without warning to Spanish-language support (though I prefer English for better understanding), and when I asked to speak to a manager, I was told that wouldn't help.

So while I do appreciate your attempt to point me in the right direction, I want to be very clear: I’ve already done everything I’m being told to do, and that process has failed me so far. That’s exactly why I posted here because I'm running out of options and getting nowhere with the official channels.

If anyone here has had success escalating similar issues, I would truly appreciate advice on what worked for you. I’m simply trying to resolve a problem that should not be this complicated.

Thanks again.

[Members_fbwdPrS]

I just shared all of this information here, and now I’m suddenly blocked from responding to any comments. It’s asking me to verify my email, but I’ve been trying and haven’t received any verification email at all.

At this point, it really feels like I’m being shut down or intentionally prevented from getting help—especially after everything I’ve already gone through with support.

If anyone knows where to find the option to resend the verification link, or how to get past this issue, please let me know. I’m just trying to resolve a legitimate issue and it’s incredibly frustrating to hit another wall like this.

Thanks in advance to anyone who can point me in the right direction.

[GaryB82]

Sorry but the mods locked your post since this is a User to User support community and the only option is to contact support or the care team at the numbers listed in your other post and ask for a Supervisor for help.

Samsung Support 1-800-Samsung 

Care Plus Support 1-833-690-0918

[Members_fbwdPrS]

Thanks for the clarification, but I have to be honest—this whole experience has been incredibly frustrating.

I understand this is a user-to-user support community, but I posted here because the official support channels have failed me repeatedly, and I was hoping someone might have advice or insight based on their own experience.

I’ve already contacted both Samsung Support and Care+ Support multiple times, asked for a supervisor, and followed all instructions given—yet I keep getting bounced around, receiving conflicting information, and no real resolution. Now, after sharing that experience here, my post was locked, and I was blocked from responding? That doesn’t feel right.

I’m not asking users to access my account—I’m sharing my experience in the hope that someone else who went through something similar might be able to help or suggest a path forward.

I’ve done everything I’ve been told to do, and I’m still stuck. Silencing posts from frustrated customers doesn’t solve the issue—it only makes it worse.

If anyone knows of another way to escalate this or how to get a real resolution, I’d still appreciate your input.

[GaryB82]

Sorry but the only way to escalate this issue is too keep calling them that's the only possible way to escalate your issue.