Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because:The RETURN RMS they reference is BOGUS! I was told that by a Samsung rep himself this last FRIDAYThat supposed authorization, ***, does NOT EXISTI have spent weeks CHASING itThey lieSo, we still have a broken refrigeratorI am at my wits endPLEASE, PLEASE help.Thank youYou folks are GREAT.*** ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RSG257AABP/XAASamsung has offered a refund to the customerWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have
customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday and refer to case # ***2. Thank you

Samsung has contacted the customer regarding their refrigeratorThe customer has been offered a refund and the customer has approved under transaction # *** We apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have
customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***Thank you

Samsung has reviewed Ms*** claim again in regards to the rebate for her washer. Our system shows the agent handling the claim attempted to contact Ms*** again today 5/23/but was unable to reach her. The agent left another voice message with their contact information for Ms*** to call back, followed by an email advising there are no other options than the two (2) provided through the voluntary recall. Please have Ms*** call or respond to the agents email for further assistance with this claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon receipt of Mr***’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe do sincerely apologize for this unfortunate situation but our response will not be modifiedOur limited one-year manufacturer’s warranty is for service and it does not provide an option for an exchange or refund for units that are repairableThe refrigerator in question has been repaired and the stove has cosmetic damage which is not covered under our limited warrantyThe microwave’s refund offer is waiting for Mr***’s acceptance in order for us to proceed furtherPlease ask Mr*** to contact us directly to initiate refund and should he have any further questionsWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at 888-*** between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***. Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, refund was processed for the amount of $after 4K UHD JUSeries Smart TV - 75" Class was returned to our warehouse on 2/7/with an apologyCustomer was also informed to allow 3-business days to see
the fund to reflect on the *** account. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at *** between the hours of 9AM and 6PM EST, Monday through FridayAlso you could reach us at ***Thank you

Complaint: ***
I am rejecting this response because: I did not agree to get a refund for the deviceI told them I have no other option and that no matter what I do, I'm going to end up having to spend hundreds of dollars on another product that I don't even wantI also told them that it makes no sense that they gave us a loaner for the first recall, but won't for this second recallI am still very upsetI cannot even get a phone that I have to SETTLE for as the better options like the Google Pixel XL are out of stockSo here I am, still stuck with the Note since I don't have a back up and refuse to spend $on a product I don't wantThis is a terrible way to treat loyal customersI've been a huge Note supporter and every TV I have purchased and want to purchase is a SamsungThey are basically willing to lose my lifetime of business with them because they do not want to provide me with even a year old cell phone to get by on until the next Samsung cell phones are released
Regards,
*** ***

We appreciate your interest in Samsung productThank you for bringing this concern to our attentionYour complaint has been duly noted and your concern has been forwarded to our responsible teamYou
will be contacted with our actions regarding this issue and a resolution will be forthcoming

Samsung has contacted Mrs*** regarding her concerns with her dryer. Customer states that the Authorized Service Center didn’t show upI advised that I will contact her backI called the Authorized Service Center and they advised that the tech went out and the customer didn’t
need serviceNotations indicate that Authorized Service Center knew the correct address of customer on fileCustomer advised on call 10/that the customer under transaction *** was the previous tenant but she was scheduled for WedI called the customer to update her and advised that the previous owner’s name was not changed and the tech went to another locationCustomer was very upset and advised that this should not be her issueCustomer is leasing the dryer from the apartmentCustomer states that she should not be handling the issueCustomer states that we do not want to assist herI asked who sent the Revdex.com complaintCustomer states that she did in regards to her customer serviceI advised that I am making contact in regards to the complaintI advised that when we spoke on Monday she didn’t have her model and serial number and she didn’t have any other informationI advised that she stated that she had an appointment with the Authorized Service Center for today(10/21)Customer was upset and states that she is asking for the apartment to come and get the junk dryer from her apartmentI asked who called and set up the repair and the customer states that the maintenance man set up serviceI asked the name of the management company of her apartmentsCustomer stated *** *** and stated that we have a contract with themI advised that I didn’t know anything about the contractCustomer became upset and disconnectedI called back and customer advised not to call her back unless I was going to assist herI attempted to advise that I need the number to her management company but customer disconnectedI pulled the call from 10/of the repair being set upMaintenance man called to set up service and advised agent that the name was not correct on the file but didn’t provide the name of tenant but gave his name TemoAgent didn’t ask for the correct name or ask for a current phone numberI sent the Customer an email and advised that I have located the correct model and serial number informationI advised that service has been set up and she will be contacted to schedule We apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***. Thank you

Samsung has attempted to contact the customer to address their concerns regarding their Samsung Blu-Ray but have not been able to reach herWe left a voice mail message on 4/30, 5/and 5/but have not received a call backWe have reviewed the customer’s service and file history to research
the customer’s inquiryBased on our records, the customer was advised that she needed to have the player servicedA repair was set up and a shipping label was provided to the customer but we did not receive the player in for repairsSamsung’s limited one-year manufacturer’s warranty is for service and at this time we will not be able to honor the customer’s request for a refundThe customer must proceed with service in order to determine issue with the playerIf you speak with the customer, please ask her to contact us at the number below to discuss her complaint and to set up service againWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # *** Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung Blu-ray PlayerWe are very sorry to hear how the removal of our fitness apps have causes a major inconvenience in the customer’s daily routine, and understand she is requesting we either re-install these apps or
exchange the playerPlease understand that though we may have advertised at the time of manufacture and first release that this unit comes with these applications, we also list on the box and inform any features can change without prior notificationThe reason this disclaimer is there is because any application is also affected by the software holder, and, network providerWith technology change, there are times to which some applications become in-compatible or cannot function properly as time progressesWe are very sorry, however, this is not something that affects the performance of the player, and, we do still grant the option to obtain this same service via a third party applicationWe are not making it to where you cannot access any fitness application at allWith this being said, this is not something we can re-install as an application or grounds to exchange the playerWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # *** Thank you

Complaint: ***
I am rejecting this response because:I have made several attempts to call Ms*** and have left numerous messagesNone of which were answeredShe never answers her phone and she never calls backSamsung has not made reasonable efforts to resolve this issue
Regards,
*** ***

Samsung has reviewed Mrs***’ claim in regards to her refrigerator. Our system shows the agent who handled the claim made several attempts to reach her to discuss the complaint. The agent’s last attempt was on 6/06/17, leaving a voice message advising Mrs*** that her unit
is roughly OOW (Out of warranty) for years and Samsung will not be able to provide her with in warranty services. Samsung can provide her with OOW service however, the OOW service cost would be at her expense. The agent advised that an ASC agent would be able to provide her with the cost details if she decides to proceed with OOW service The agent also advised Mrs*** to contact 1800samsung if she would like to proceed with OOW service or she may reach out to any ASC of her choosing since the unit is no longer in warranty. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer regarding their concerns with their range. Mrs*** stated the cook-top is cracked and although that is considered cosmetic damage Samsung has offered to cover the repair(parts and labor) as a one-time accommodation. We apologize again for
any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9am and 6pm EST Monday thru Friday and refer to claim#***. Thank you

I am rejecting this response because:Retailer will not come out to replace a defective Samsung screw which is a part and should be under warrantyI was able to remove screws and the 4th one was overtightened at the factory Samsung can send the correct screw to me and I will drill out the defective oneThe other option is to send a Samsung rep out at their costSamsung may also contact the retailer on my behalf and instruct them to come outSamsung should stand behind their product and not shift responsibility on other parties. Above are optionsPlease chooose the most feasable one and resolve this issue as I purchased both a washer and dryerFor Samsung not to directly address the issue is most concerning and unacceptable

Complaint: ***
I am rejecting this response because:
The person I am being told to contact about my case (Bianca M), is the same one that harshly refused to honor the warranty acceptance issued by themselves.It would be very disappointing calling again to be treated the same way again
Regards,
*** ***

Samsung has contacted *** regarding the customer’s concernsAs per ***, the customer was rejected because there was no device purchased on the receipt that
they submittedPlease submit a receipt that clearly shows that this customer purchased a Galaxy SWe apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at *** between the hours of 9AM and 6PM EST, Monday through FridayThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RS261MDWP/XAASamsung has advised to the customer that regrettably Samsung is unable to locate a service center that will be able to complete the repairWe have informed the customer at this time
Samsung can offer an exchange or refund or they continue to move forward with service through Sears scheduled on 6/17/The customer has advised that they will like to discuss further with their spouse on a decisionCurrently, we are waiting for a call back from the customer For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday and refer to case # ***0. Thank you

Samsung has contacted the customer regarding their refrigeratorThe customer has confirmed the door has been replaced on the unitThe customer stated he
received a dented door for the unit from *** ***We have advised the customer to contact their retailer that delivered the damaged unitWe apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***Thank you

Samsung has reviewed *** and *** *** complaint again in regards to their television. Our system shows an exchange request; reference Txt# *** was submitted on 11/03/for the unit The exchange was approved and completed by Samsung on 11/5/17; *** and *** *** should be working with their retailer to complete the exchange Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case