William P.
Support & Customer service failure
Customer service totally failed. The part I ordered was delayed and back ordered. After one month, I contacted Samsungpartusa and asked about the part. They offered a refund but I decided to wait. When the part finally shipped (the day after I asked about the delay), the order was incomplete. Support was not fully reading my emails and looking at the photos I provided and was asking me for information I had already provided. They then initiated a refund without asking me if I wanted a refund or a replacement. The refund was less than half the amount I was charged. I had to get back to them to get the rest of the money back. From a customer service point of view it was a total failure.
Response from samsungpartsusa.comOct 23, 2026
Hello, We are deeply sorry for the frustration and time this experience cost you. You patiently waited a month and chose to give us more time, only to receive an incomplete order. Having to repeat information you had already provided, including photos, understandably left you feeling unheard. We then added to that frustration by issuing a refund without asking whether you preferred a replacement, and by initially refunding less than half of what you paid. You should never have had to contact us again to receive the rest of your money. We let you down at several points, and we take responsibility for that. You deserved careful attention, clear communication, and a resolution that respected your wishes. We sincerely apologize for failing to provide that care and for giving you so many reasons to lose confidence in us.