Samsung Electronics America Inc.

I am rejecting this response because:
Water leaking into the trays is a well known issue with this refrigerator model according to Consumer AffairsThe Samsung authorized repair shop has also stated that water leakage is an issue that Samsung has refused to addressWhen this first happened last year, Samsung did not fix the cause of the leaks during the warranty period and merely put a bandaid on it until our warranty ran out so we'd have to pay for the real repairHaving to wipe up water every morning at the bottom of the refrigerator is a big inconvenience, not to mention I've already spent hours on the phone with Samsung and the local repair shop trying to sort this outI believe we should be compensated in the form of either a partial refund for the refrigerator, a replacement of a different model and/or an extended warranty for our troubles to ensure that this does not happen againA refrigerator should last at least 5-yearsThis one repair per year thing is ridiculous

As per Samsung E-commerce division an investigation was opened with *** and the carrierUnfortunately we did not get a resolutionAs Mr*** did not pay anything for this order, because a promo code was used so he was not chargedE-commerce will be sending Mr*** a new code since they are
not able to refund anything. 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.Thank you

Complaint: ***
I am rejecting this response because:
Same response as last rejected message
Regards,
*** ***

Per our conversation regarding your handset submission, Samsung has uncovered several anomalies that are not covered under the Standard Limited WarrantyThe handset has been pieced together with non Samsung partsThe LCD Touchscreen is a non Samsung part, also the back or housing of the phone is non Samsung .Most importantly the Printed Board Array or Circuit Board is not a Samsung OEM device.In this case we would refer you to the seller or responsible party for resolution of this issue

Complaint: ***
I am rejecting this response because:
The company has not been in contact with me in regards to my complaintI have been promised numerous callbacks at arranged times, and none have been followed throughIt has been a month and a half since the beginning of my claimI have made numerous calls and attempts to be transferred to someone who can help me, past the initial call centerI am given the run around every time and no one can give me any details in regards to the status or projected resolution of my claim
Regards,
*** *** ***

Complaint: ***
I am rejecting this response because:
The lettering on the control panel should be able to withstand laundry detergent since this is a washing machineThis is a design flaw. If Samsung won't stand behind their product, I'm assuming they don't want to do business with me.Sincerely,
*** ***

Dear Mr ***: Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience. We are sorry to hear that you were experiencing an issue with your Samsung Galaxy Sphone. Samsung believes in building quality products, and we apologize for not meeting your expectations. We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it. The feedback you provided is vital to Samsung and our commitment and dedication to our products and services. We will utilize your feedback to consider possible changes and enhancement to our current customer service centers policies and procedures. We apologize for any inconveniences and delays you may have experienced with this case. Sincerely,Samsung Office of the President

Complaint: ***
I am rejecting this response because:Their response is not entirely accurate.I objected to having to cut the cord on their refrigerator before we could get a replacement refrigerator delivered.My wife and I, immediately upon receipt of their request (3/14/17) for documents within days, went out to order a replacement refrigerator.My wife chose a replacement that has to be special ordered (3/16/17) with an estimated delivery that was at least 2-weeks down the line.That fact is what caused me to reach out to Samsung to protest the cord cutting until we could get a replacement delivered.They responded to my email plea, allowing the continued use of the fridge until the newly ordered one arrives.I emailed the remaining requirements (signed doc and serial stickers removed from the fridge) on 3/21/Today is 3/28/and we have yet to receive the refund check.I am extremely uncomfortable dealing with SamsungThey have never, until the reply in Revdex.com complaint, ever put in writing what they would refund meIt always seems that details regarding the amount of the refund are only communicated over the phone and never in writing. That has led to a sense of distrust and a uneasy feeling that we may never actually receive our refund.Here is the actual email interaction we have had: *** *** Mar at 9:AM To Refunds Thank you for your understanding.Attached is the acceptance document and picture of the removed serial decals From: Refunds To: *** *** ***> Sent: Monday, March 20, 12:PM Subject: *** Good Afternoon, Your refund authorization/transaction number is ***Please use that number to fill out the documentIf you are currently still using the unit, you may hold off on cutting the cord until you receive the refund and purchase a replacementPlease send in the completed customer acceptance document with the serial decal stickers that are inside on the leftYou may take pictures of both and send as emailOnce those are received, we can process your refund and send you the checkUnfortunately, our direct deposit is down, so we can only issue checksOnce you receive the refund and purchase a replacement, please cut the cord on the defective unit before you dispose of it. Thank You, ###-###-#### Exchange & Refund Department Samsung Electronics America Fax: ###-###-#### Email: *** From: *** *** ***> Sent: Monday, March 20, 11:AM To: Refunds Subject: Refund process document To whom it may concern, I'm at my wits end dealing with Samsung.At every step of the way is a frustrating roadblock that takes up my valuable time and causes undue stressI've spent over an hour on hold this morning calling the number below to no availYou sent me this document that you require me to fill out and return withing days. It requires a TRANSACTION NUMBER which you have never supplied to meYou are also requiring me to cut the cord on the refrigerator within that time I just had to order a replacement refrigerator BEFORE you have refunded my money It is likely that the new refrigerator cannot be delivered before your imposed deadline leaving my family with no functioning refrigerator for some number of days, or to pay for a short term rentalIs this what Samsung considers "valued Samsung customer" support? BTW, the Samsung Microwave that we bought at the same time as the refrigerator had its vent/fan control panel collapse into the housing about a year and a half after purchaseThis will be added to the Revdex.com complaintSincerely *** *** Dear Valued Samsung Customer, In order to complete your refund we need you to complete and return the attached Customer Refund Acceptance DocumentBy signing the Customer Refund Acceptance Document and attaching the serial decal and other required documents/information, you are accepting the refund amount and assuring us that you will not sell, use, nor attempt further compensation for the productThis refund Approval/Offer is valid for days from the date of this emailTherefore, please make every effort to send us this form as soon as possibleOnce documentation is received in its entirety, we will process your refundIf your name or address is incorrect, please make corrections in the space provided on your letterAlso please be sure to include your transaction number (Refund Authorization Number) so that there are no delaysPlease note: You will receive a second email to select your payment methodPlease make sure to make that selection prior to sending back the Acceptance DocumentIf selection has not been made at time that time the payment method will default to checkYour "Buyback Acceptance Document" should include the following documents/information: Name or Address corrections if necessaryTransaction Number (Refund Authorization Number)Your SignatureThe removed serial decal from your product adhered to the "Acceptance Document".A clear image or photo showing the Cut Power Cord. iRefer to Power Cord Requirement & Safety Precaution of the "Acceptance Document"Your Refund Acceptance Letter may be sent to us by email, fax or mail1) To send by e-mail, please email the documents to *** (Attachments should be MB in size or lessAcceptable formats: PDF, TIFF, JPG/JPEG or BMP.) 2) To fax, please send the documents to fax no###-###-#### 3) To send by Mail, please send correspondence to: Samsung Electronics America Exchange and Refund Dept. *** *** *** *** *** *** ** *** Again, we apologize for any inconvenience or interruption in your daily schedules but to ensure your refund is processed in a timely manner, please include all information detailed in this email within daysAfter this time your case will need to be further reviewed and you may be referred back to service and/or the amount of the refund may be proratedThank you, Samsung Electronics of America
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionBased off of our customer service records, the customer’s television’s one-year manufacturers’ warranty expired approximately in 05/We have advised to the customer that we are unable to offer
any accommodations due to the unit being out of warrantyWe 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

We do apologize for any inconvenience you may have encountered, and thank you for allowing Samsung the opportunity to respond to your claim. While yes, the product does have IPratings; it may not perform as shown in all extreme conditionsIf liquid damage was found during
evaluation this may indicate the liquid contact was too severeAgain, the product is water resistant, and not water proof. Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings. Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time. In these circumstances, due to Samsung's policy concerning repair, it is no longer feasible to attempt to repair the unit because the cost associated may in most cases cost more than the actual value of the device; consequently, the products received in this condition into our North Texas repair facilities are shipped back to the customer unrepaired Although Samsung cannot provide a replacement as requested, we can provide a one-time courtesy offer to repair the unit free of charge. During repair the motherboard of the handset will be replaced which will resolve any internal liquid damage. Should you accept the offer refer to the new Service Ticket # *** and utilize the UPS E-label emailed to *** . Be sure to remove any SIM card, SD card, accessories used with the device prior to shipmentMake certain to drop off the package at your local UPS store and not a drop box when shipping. As a courtesy we have authorized expedited shipment for your package

I am rejecting this response because: I have not had any response from email and no returned phone calls within a weekThe offer they offered is not fair, because their tv is a very bad modelIt was fixed in and was told it would be under new warranty, but they are failing to honor the warranty! Samsung fixed my screen due to thermal expansion crack and when the tech came out and replaced the whole screen he said it would start up a new warranty for the new partThen I called samsung to verify and the rep also said yes, but for some reason I am being told no now
*

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 as long as its courtesy/paid by Samsung
Regards,

From our records an agent spoke with you 3/24/offering exchange of the product, and the exchange offer was accepted.A replacement unit was requested 3/24/and should arrive within 1-business daysThe defective unit should be returned to Samsung using the UPS premailer (empty
box) which should be delivered to your home via UPS Tracking # 1Z6VF*You simply place the phone, battery and charger in that box, tape the return UPS shipping label to the outside of the box, 1Z6VF*3438, and drop off the package at your nearest UPS location for return of the prodcuts to Samsung. Reference for this exchange offer is Transaction #: ***0. Thank you

Samsung has reviewed Ms*** claim in regards to her refund. Our system shows Ms*** has provided adequate documentation regarding the dispute being lifted through *** The CS vendor has initiated an immediate refund for order #*** and Ms*** can
expect to see the funds returned within 5-business days from 5/15/in her account. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung contacted Ms*** and provided FOC repair, Txt# *** which customer accepted on 2/07/17. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their refrigeratorThe customer confirmed the refrigerator was returned and therefore there will be no accommodations for a refundWe 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 contacted the customer to address their concerns regarding their Samsung EVO SSD. We have explained to the customer how the new fix is supposed to work and have asked him to wait for the new fix to try it outWe additionally advised that should he be unhappy with the new
fix, after using it, we will offer a refundYou can view this new fix at the following link: *** 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, Monday through Friday. Thank you

Upon further review of Mr*** claim. His case has been forwarded to our subsidiary and they will contact him to assist. 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

I am rejecting this response because:I am still waiting to see whether the complaint is resolved Samsung emailed me letting me know that a Samsung Technician would call me to set up a free of charge service call However, the technician left one message on my voicemail saying
that the service call was cancelled They claimed that they called me three times to set up an appointment, but I only received the one message telling me the service call was cancelled No other calls were made, and no attempt was made to contact me on the cell phone number that I provided to Samsung I am currently contacting Samsung Service again to have the free service call reinstated Once the technician actually visits the house and provides the repairs, I will be able to judge whether the complaint has been resolved As of now, it is definitely NOT resolved

As per Samsung e-commerce division regarding Mrs*** orderThe order was cancelled on 12/and nothing has been charged. There was a hold, but the hold automatically falls off at the time of cancellation. 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