Spontaneous Crack in Stovetop - Customer Service Blatantly Lying

[zx70]

My stovetop for my range oven model number NE63A6511SS/AA cracked out of nowhere by itself. Since I have used it for less than a year, I called Samsung customer service to get it replaced. Samsung assigned one of their third-party technicians to come look. They simply took some pictures and sent them to Samsung. The technician did say that Samsung is terrible to work with as they tend to deny similar claims, even though it was not the buyer's fault. It ends up costing the buyer to replace.

I waited a week, no response. I called Customer service many times, and they reassured me that as long as it is not physical damage, it will be covered by Samsung. Little did I know, I called the technicians myself after another week, they said Samsung specifically sent them an email saying along the lines of "Do NOT go to repair and Samsung will not pay for the cooktop replacement and labor". I was shocked. I asked the technician if he thought it was our fault and reported as physical damage, he said no. All he did was send the pictures to Samsung...

I called customer service again, got the same nonsense response. Then this rep called Emanuel, flat out said the technician claimed it was physical damage. It was a blatant lie. I asked how he determined that, and he was not able to give me a clear answer. This is ridiculous. Samsung is just taking advantage of customers with their poor manufacturing quality and customer service.

I'm very disappointed and will not be buying another Samsung product if they don't come to their senses. I hope everyone thinks twice before buying this in the future.

A simple search on Google shows that many others have had this exact model crack on them out of the blue as well. 

[Samsung_Moderator · Accepted solution]

Hello, zx70, We understand your concern with the cooktop getting cracked, and we would like to look into this with you. Please note, the community operates on a peer-to-peer support model. While our members offer valuable insights and assistance, certain inquiries are best supported by Samsung directly. Please send us a private message with the transaction number and details, and we will do our best to help.