Low Quality Glass Stove Top

[mvdungo]

Contacted Samsung multiple times. I'm very disappointed with their customer service and with the quality of their product. First off they base warranty claims from images you send. I'm not a professional photographer. I also do not video tape the kitchen to have proof of how regular cooking is in our household. I actually work for a construction company that makes glass so I was trying to explain that thermal breaks can look like it has a center depending on where the break started.  We move our pots to the unused parts of the stove when cooking so the food doesn't continue boiling and burn or when we are using the same burner for the next thing. We cooked something in high heat then moved it back then started frying the next dish. We did not hear anything, drop anything. We've been using glass cooktops for more than a decade and know how to take care of one. We did not see the break until after when I was cleaning the oil splatter. I scrubbed and was wondering why my sponge was getting caught on something. And of course, I pressed into it trying to feel the grooves. The crack had two midpoints, the outer edge of the back burner and near the edge of the front burner. The mistake I made is to try to clean the burners which may have tampered with the evidence. That and buy this product. I have to pay approx $600 out of pocket to get this fixed. I spent around $1000 on this and just got 4 months of use. I can get a cheap non-samsung range for $700 which is what I should've done in the first place. The lesson I learned from this is if you do buy a Samsung, make sure you have 24 hour surveillance of the unit to get your warranty covered. I have a washer, dryer and fridge. I'm looking into putting camera's pointing to where I have them so the next time this happens to me, I have undeniable proof at least.

[Helenna]

Hi, we sincerely apologize for the inconvenience caused to you.

We would like to inform you that as your'e in Beginner level1, we are unable to take your details via DM(direct message) and escalate the issue to our team.

We kindly request you to contact our Online shopping team, so that they will help you accordingly.

Please visit the given link to contact our Online shopping team.

https://www.samsung.com/ca/support/contact/

[mvdungo]

I have tried that. Called 4 times. Did an online chat as well. Did a bad review on the website. I get the classic response of how you want to help me which made me hope that there is someone else I can talk to but after a few minutes of pleasantries, they said there is nothing they can do. I got transferred to the Samsung Leon's Department twice and put on hold. No one is picking up. The first time I was on hold for 20 minutes before I realized maybe they are ignoring me. So how can I complain when they don't even want to take my call?  I am not exaggerating when I say this has been the worst service experience I've had in my life.

Stop trying to saying you want to help when you really don't. I wanted to complain about the department handling my case but to do that I have to file a formal complaint with the same department. I wanted an explanation on how they decided based on pictures and the guy was very sarcastic, saying I can do that if I can fly to a different country. This is how you treat your customers, very unprofessional. 

[Members_5w0rQx2]

This is very frustrating. I had the similar issue for the glasstop stove. I talked to the representative and staright answer not covered in the the warranty based on the image. Not ready to do anything. I asked to transfer chat to upper level, talked to the supervisor who is more arrogant, attitude than the representative. He find all the escuse to not have someone to come and see in person to check what it the issue. 

First he denied that no warranty on product but I send him all proof of purchase and told him that product still under warranty and have extended warranty as well. No apologize for his mistake. He wants the diagnosis report why the glass broken but not sending any technician. I don't understand how you will going to get a diagnosis report without having Technician to look for it.

All these makes me to avoid samsung products even you get it free.