samsung Range 2024 model spontanous glass top breaking

[tomfogli]

we just purchased 4 new appliances from Samsung, fridge , stove, washer and dryer.....actually possibly 5 with the dishwasher. Recently my mother was cooking vegetable's on the new stove when it suddenly made a pop noise and the top cracked diagonally on the opposite side and partially shattered. The store sent a technician who saw no signs of abuse or something falling on the stovetop. The store Tanguay in Montreal Quebec just advised that Samsung would not honor the guarantee because it does not cover this. The stove is only  about 6 months old.

It is close to the holidays making things worse because we receive guests during this period. This appears to be a problem as I have seen similar cases on Samsung's website and of course several similar grievances on the internet . We will likely have to contact the credit card company as Samsung and Tanguay furniture are being very unreasonable and unreliable. Its very unfortunate and all of this after purchasing a full line of Samsung products, very disappointing indeed

[HernandezNP]

I'm sorry you are going through this, we recently also just purchased new Samsung appliances (refridgerator, stove gas range and a microwaive) in April,2024. In August, the oven caught fire when no one was home and since then it's been a back and forth with Samsung and multiple technicians coming to our home that have said it wasn't our fault and Samsung is still denying our claim. I would contact Samsung and see if you can speak to the Product Liability Team and request a high risk ticket claim. That's currently where I am and still waiting for a response. It's been a circus with them. 😞 

[tomfogli]

Thanks for the kind reply. That's crazy what you are going through. You would expect a major company like Samsung to stand behind their products. My mom actually purchased a dishwasher from Samsung shortly after. 5 appliances and that's the type of loyalty and service they offer ? It's shameful. Wishing you the best of luck 

[TheOfficialDoc]

The previous comment is correct. Not a range but back when the ol batteries on the phones were a little, ya know, spicy, I had it expand and completely shatter my screen. Getting to a stateside supervisor is what ultimately fixed my issue, he verified IMEI- purchase date, and sent a brand new requesting the old one- no charge or deposit. Now while this item is much larger, rest assured Federal Consumer law has your back if you have confirmation this defect happened from samsung not your usage.

TL:DR
US law will protect you, try getting a stateside supervisor, don't let off on the fact that this needs to be rectified and your brand loyalty. Good luck.

[tomfogli]

Thanks kindly for your reply. It's really shameful the lack of empathy, lack of customer service and poor quality that Samsung offers loyal customers 

[TheOfficialDoc]

Have to make it to a stateside supervisor. You'll win in the end, consumer law gives you Federal protections from this.

[HernandezNP]

Hello, 

When you contact the Samsung customer service deparment do you ask to speak to the statesite supervisor? I'm just having a horrible experience with Samsung although I have recordings of the technicians that came to our house saying it wasn't our fault and they still can't take responsibility. It's extremely upsetting, this is an ongoing issue since August and still no resolution. 

Any information would be grately appreciated. Thank you!

[TheOfficialDoc]

Yes, I'd also loop in who you bought from (unless it was direct from samsung) and your state AG to start getting results

[HernandezNP]

I bought the gas range along with a microwaive and refridgerator all Samsung products. The gas range turned on/caught fire by itself while no one was home. The technicians that have came have said different things but have also said it wasn't our fault. Some have said that there was a short circuit that caused a spark and might of made the oven catch fire and then others have said that they way the unit burned was not our fault or showing any indication that we were using it. I've recorded the technicians that have came and sent the proof to Samsung and they still can't take responsibility. I've had 6 technicians that have came to our house to look at the burned oven and it's just sitting there in our side porch. The last technician came on the 6th and we still haven't heard back from Samsung. I've e-mailed the CEO, contacted the BBB and nothing. How can I contact my AG in my state. I'm sorry I've never have had to go through this. 

Thank you. 

[TheOfficialDoc]

All good. Google "file complaint with attorney General (insert your state) and use the .gov site, from there you'll fill out everything going on. I'm really sorry you're going through this. I'm all about accountability. This needs to be remediated with haste.