Samsung Electronics America Inc.

Samsung has reviewed Ms*** complaint in regards to her refrigerator. Our system shows the agent who handled the complaint submitted an SRA exchange request; reference Txt# *** for the unit The transaction was processed by Samsung and the agent advised Ms
*** to await a call from her retailer to proceed Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: ***
I am rejecting this response because:
Please tell Samsung my order # to further investigate is ***The phone sent in for trade in met all criteria and was a Note 5.
Regards,
***r ***

Samsung Pay Promotion gives a Level U wireless Headphones to the eligible customers who register a Samsung device for Samsung Pay for the first timeThe registration process is done by entering a unique identification number assigned to every mobile device, called IMEIThe promotion is allowed only one accessory per device and customerHowever, this customer’s device was already used for Samsung Pay Promotion as stated in his complaint that this device is purchased from a previous owner, cousinSince the Promotion is already claimed through this device already, Samsung is unable to re-activate the promotion for this device

Complaint: ***
I am rejecting this response due to the illogical nature of Samsungs' business dealings When an item is bought, and that item is immediately defective out of the box, the manufacturer is 100% at fault Production of the specific product was poor, and to pass along the work of that poor production to the customer to handle, and of finding the time of day to take the monitor to an "Authorized" Samsung repair center, submit that item for repair, and wait an obnoxiously long time for either the product to be repaired, or to be replaced, is absolutely ridiculous, and constitutes extremely poor expectations on the customer Had I had this product for months, and had it been in use for even days or weeks, then I would gladly follow through, but it wasnt It literally was defective straight out of the box Anything short of completely and fully replacing this item is unacceptable I would be happy to receive a brand new monitor and send this one back to Samsung headquarters for examination there Once they repair it, they can resell this same monitor Instead of putting the work and onus on the customer, Samsung should admit fault and that mistakes do happen and should take a lead role in assuring my complete satisfaction
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Per Samsung's request, on November 17th, we sent an email correspondence to *** and ***containing the following information:Attached please find the documents that were requested (clear photo of cut power cord and serial number sticker from the back of the drying unit) in order to process our refund forthe following ticket information:>> Transaction/Ticket Number: ***>> Product Information: WASHING/ DRYER>> Model Number: ***/A3>> Serial Number: ***>> Customer Address: 3** *** **/ *** PA 19320>> Amount: $650.00 We were told it would take up to weeks to receive the refundOn December 6th, 2016, I received a phone call from Samsung stating that they had yet to receive any of the requested documents that were needed to process the refundI immediately called them at the number they called me on and spoke with a rep from their refund departmentI explained to her that we did send the email with the photo attachments on November 17thShe asked me what email address I sent it to and what email address I sent it fromI gave her the information and after a few minutes she told me she was unable to find the email and stated "it may have gotten deleted"I explained to her that this was not surprising as this isn't the first time our information that was sent to Samsung was "lost" or "not received"I asked her to stay on the line while I forwarded the original email again and asked her to clarify with me what email I should be sending it toShe provided me with the information and as I was preparing to send the email, she told me she had found our original emailShe looked over the contents and confirmed that we had sent everything that was needed and now we would have to fill out a direct deposit form (which we never received with the original documents for the refund)I asked her if the form would be sent directly to our file for processing and she said yesI asked how long it would take for us to receive our refund and she stated it could be anywhere from 12/8/to 12/14/as they only do refunds on Tuesdays and ThursdaysAt this time, we are not satisfied nor willing to close out our complaint until our refund of $is deposited into our account.
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have set up a repair for the customer with a local authorized repair providerWe have also covered the cost of the repair as a one-time accommdation so that the customer will not incur any
repair costs 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 # ***5. Thank you

PLEASE CLOSE THIS COMPLAINT ISSUE RESOLVED

As per Prizelogic Mr*** was approvedThe check was requested on 5/and will Mr*** will be sent tracking informationThis information has also been communicated with Mr
***.
We apologize for any inconvenience and delays the customer 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

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the consumer needs to resubmit a copy of their receiptEach time a consumers receipt
is rejected they receive an email stating why it was rejected with a link to re upload. 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. Thank you

Samsung has contacted the customer regarding their washerThe customer has been offered a one-time free of charge accommodation and the customer accepted 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

Please ask the company in question to send the recorded callsI am sure upon Revdex.com review of the callsYou will find everything to support my disatisfaction is there
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
received my returned shipping label, shipped product back to Samsung which they received Jan 31st (confirmed via FedEx).Now I have allowed 10+ business to receive my refund and have yet to get refunded yet.Can you please reopen this compliant?
Regards,
*** ***

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, was sent return label on 4/25/for a refundOnce we receive the defective device back, refund will be processedBelow are the FedEx return tracking numbers that were sent to customer’s email :
***Tracking number(s): *** for the Galaxy S8+ 64GB (Verizon) Orchid Gray Tracking number(s): *** for the Fully immersive Gear VR experience The customer will be provided with a $eCertificate as the delivery did not match the promised date of 4/20/We apologize for any inconveniences and delays the customer may have experienced with this case

We appreciate your correspondence and allowing Samsung the opportunity to review your claimIn order for Samsung to provide assistance we will require the Gear Live be shipped to the Samsung Repair Center for evaluation if the issue cannot be resolved by simple troubleshooting, or the service
provider cannot provide resolution. If the product is still within its one year manufacturer’s warranty period, and repairs fall within the warranty guidelines; repair service will be rendered. As the manufacturer our obligation is to repair the unit, but we must be able to determine root cause for the issueSamsung does not require the consumer to pay shipping cost, this cost is covered by Samsung. Our records indicate a UPS shipping label was emailed to you on 7/12/for shipment of your product to the repair facility (UPS Tracking #: 1ZE***887066), Service Ticket # *** We ask that you please utilize the label so that we may receive your product for evaluation, and have a resolution providedSamsung will not be able to honor a request of replacement or refund, again our obligation is repair service. Thank you

Upon further review of the customer’s file, unfortunately there will be no accommodations due to cosmetic issuesWe 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 Mr*** claim in regards to being charged $for the Trapromotion. Our system shows a full refund in the amount of $175.00; reference Refund #*** has been issued We apologize for any inconveniences and delays the customer may have
experienced with this 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.However, full satisfaction will depend on the final repair and it's promptnessI understand as I am being sent a mailer that total time may take longerHowever, I still expect the same 2nd day air shipping of the mailer to me, my product to Samsung, and my product's returnI have been a Samsung buyer for years, and upon successful completion of this repair, I expect to be a faithful Samsung customer for years to come
Regards,
*** ***

[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 can confirm that Samsung has offered me a refund on my TVAs soon as the refund process is completed, I'll consider this case resolvedSamsung handled this case incredibly well and I'm very much appreciative of their attentiveness and care in this matter!

Samsung has contacted the customer regarding their smart phoneThe customer has been offered a one-time free of charge accommodation, the customer has declined due to not being able to be without a phoneWe informed the customer to contact their carrier regarding a loanerWe 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

Issue:
It has taken over weeks for Samsung to refund two mobile phone product orders (totaling $1,864.56)
Details of issue:
August 2016: I placed two mobile phone product orders in the beginning of August (order# *** on August 4th & order# 9**SSN** on august 8th) I requested cancellation and refund of the order ending in on august 5th I called Samsung support nearly two weeks after placing the order ending in and was informed that there was a delay in the product and as a result I requested cancellation and refund of that order (due to Samsung's delay)September 2016: I called Samsung support in the beginning of September requesting status of my refund and an agent named Brian informed me that a refund would not be issued until I shipped back the promotional items sent to me Brian emailed me return labels to ship back the promotional watches He was helpful, however after I fulfilled the request and mailed back the two promotional watches on September 12th (over weeks ago) I have still not received any refund from SamsungOctober 2016: I have called Samsung support multiple times and each time I call the agents inform me that the refunds (totaling $1,864.56) will in my account within 3-days This is no longer acceptable and after calling today the samsung agent informed me that order ending in had not been cancelled and that now I will not receive refund for up to two weeks from today (10/26/2016)
Request:
Refund both orders to my account immediately