Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because:THE SITUATION IS NOT RESOLVED! On 1/25/16, Your company rep told me that this cancellation/refund process would take 1-business daysIT HAS BEEN OVER WEEKS and it is still not processed? WHY? WHY? WHY?You are still telling me it WILL happen?I need to know WHEN the cancellation is actually finalizedAnd I need to know WHEN the refund is actually issuedWHEN? WHEN? WHEN?And your platitude, ".....sorry for any inconvenience the customer experienced...." REALLY?
Regards,
*** ***

Samsung has reviewed Mrs*** claim in regards to physical damage to her home. A Samsung representative reached out to her and requested that she send in the estimate and photos of the damages so it can be reviewed. As soon as they receive it, they will proceed accordingly. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung reviewed the customers concerns regarding their RefrigeratorSamsung has approved for an exchange replacement and the customer has acceptedThe customer will be contacted by the
retailer, within 5-business daysWe 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

Thank you for allowing Samsung the opportunity to review your claim.Our records indicate there is an active investigation already in place regarding this matterA resolution will be provided once the investigation is complete.Please allow the 8-business days required to
complete the claim.Thank you

Samsung have reviewed Mr*** claim in regards to his health bills. Our system shows the compensation amount is pending based on the current medical documentation submitted. Mr*** advised the agent handling his claim that he has additional medical
documentation to provide so the compensation cannot be submitted until all medical documentation has been received for review. Please have Mr*** provide the additional medical documents in order for Samsung to proceed with the claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

I am rejecting this response because:
Samsung will not update my warranty I would like to have my remote returned to me before any buy back is initiated Samsung is also refusing to pay the full retail price for the itemThey have not resolved my issue at all

Our files indicate that the customer’s request regarding model # RS261MDRS/XAA has been reviewed an additional time per customer rebuttal requestSamsung has offered the customer a refundWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # ***3. Thank you

Samsung has reviewed Mr*** claim in regards to his television. Our system shows the agent who handled the claim spoke with Mr*** on 7/27/and advised him that based on the information in our system from the previous repair the unit has been deemed physically damage which
voids Samsung’s warranty The agent offered Mr*** OOW (Out of warranty) repair which he declined. Regrettably, due to the physical damage to the unit, no accommodations made for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted Mrs*** regarding her concerns with her delivery. We have been advised that Mrs*** was offered compensation of $250. Regarding the delivery *** *** is required to use GE as the delivery company when selling home appliances. The unit was
shipped correctly and arrived in time for the original replacement delivery date. The cross dock misplaced the unit and we requested dock search and it was found. The next open delivery slot for the replacement was on 10/and GE was called at the time to confirm the delivery would be completed. 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 FridayThank you

Revdex.com:I have reviewed the response made by the business in reference tocomplaint ID ***, and find that there is not much I can do in thissituation as an individual without the backing such as that of a large corporationlike Samsung Without any other recourse available to me, I will graciouslyaccept the additional days warranty offered I will not pay additionalmoney to Samsung for a warranty to cover a known issue with theirrefrigerators while Samsung refuses to stand by the quality of their productssold
Regards,
*** ***

I purchased a Samsung Dryer in October The Dryer has not worked since I purchased itSamsung have tried without success to fix the dryer MANY timesMy patience finally run out and I demanded a new replacementThat was months ago and guess what I still have no working dryer! Samsung have given both me and my wife the run around for two monthsFirst they ask for a receipt, which we suppliedThey then said it was the wrong type of receiptThey then said they never received it I am now sick to death of waiting in for service repair men and spending hours on the phone to a company that clearly doesn't care about their customersI will pursue legal action if this route doesn't work. After months trying to get a faulty product replacedI now require not only a replacement, I now want an upgraded model for compensation of all the time spent and being on the end of the companies stalling tacticsI also want the new dryer to be warranted from the day of replacement. The original complaint in November was for a dryer not a washer and this is an update to that complaintSorry for the wrong month, it has been so long! As yet Samsung have not resolved this issue

Correct, the only item which should be mailed to Samsung is the Charging Cradle.Please refer to Service Ticket # 4*** and utilize the UPS E-label emailed to *** for return of the original product.Thank you

Samsung has reviewed Mr*** claim in regards to his Blu-ray player. Our system shows the agent handling his claim submitted a service request; reference Txt# *** for the unit. A UPS E-label; reference tracking # *** was sent on 4/20/to send in the unit for
repair. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionDue to no service coverage we have offered the customer a direct exchangeThe customer has accepted our offer and we advised to the customer that our exchange department will contact him with exchange
options and instructionsWe 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 televisionWe understand it is disappointing for any product, in or out of warranty to require service repairRespectfully, this units original 12-month Limited Warranty expired by 05/and no longer eligible
for any out of warranty accommodationsWe 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

I am rejecting this response because: A Samsung Certified Technician stated on 2/that the RSP sensor & wire harness needs to be replacedThat it is faulty and can be put back in place for a temporary fixBut it will eventually fall back out resulting in the same problem occurring over again until it is replaced for a permanent fix. The temporary fix lasting anywhere from a few months to over a year.As I stated previously, this problem has been occurring since it was under warrantyAnd since the issue was never permanently resolved (because the technicians couldn't figure out the exact problem) this issue falls under a never resolved warranty issueIn years & months, this same problem has happened timesAs an example, the technical prior couldn't figure out the problem, adjusted some wires in the back which resulted in the machine working for about a yearSo the new technicians diagnostic makes since as to what happened when the wires were put back into place and why the machine later continued with the same problem/code.I would like Samsung to pay for this unresolved repair

Each device undergoes a quality check prior to return to the consumerThe unit must pass this check point in order to be returnedAll products are reviewed upon delivery to SamsungAny noticeable changes in the physical characteristics of the product are then noted prior to Samsung’s continued repair of the deviceIf there are any claims of damage that may have occurred during transit of the device this can be reported by contacting Customer Support at *** and filing a *** claim, and the issue would be further investigatedAgain, our records indicate the power issue was addressed and delivered back to the consumer 3/31/Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have advised to the customer that after speaking with our Product Support team the television will need to be serviced by a technicianWe have taken the liberty of setting up a repair request
for 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 EST, Monday through Friday and refer to case # *** Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
* ***

Samsung has contacted the customer regarding their Samsung Galaxy SThe customer has been set up for expedited repair under transaction # ***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 Friday and refer to case # ***. Thank you