Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because:
We did receive a direct call from a customer service agent and now have a phone number with extension to get in touch if we need something However, the assigned date for service of 2/25/had already been established prior to the customer service agent reaching out, and the service company did not have the part required for service when he came The oven still does not ignite, and they are now coming out 3/6/ Unfortunately, as the oven is still not working, I do not expect to close out this claim until the unit is functioning--and if it does not function then I expect appropriate compensation in either a refund or new unit
Regards,
*** ***

Complaint: ***
I am rejecting this response because: We will not be satisfied with Samsung until we receive a full refundWe have already submitted the paperwork a week ago and have not yet heard from them on this matter
Regards,
*** ***

The absolute worst customer service I have ever experienced in my lifeI have called them many times and they NEVER solved my issueMost recently I called to receive a refund for a protection plan that I cancelled, I have been transferred from one department to another and the last one I told her to make sure the person she is transferring me to can actually solve my problem and she still transferred me to the wrong personThey are rude, unhelpful and absolutely don't care at all about doing their jobHorrible experience ever time

Upon further review of Mr*** complaint, our system shows a Refund Payment Requested e-mail was sent today, 9/14/informing him that the refund is being processed for payment. Mr*** will receive a Refund Payment Processing e-mail informing him that the refund is being processed to be issued. When the check has been issued, Mr*** will receive a Refund Check Issued e-mail informing him that the check has been issued for payment. 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:The service tech has been instructed by Samsung that the banging drum on the washer is typical and not an issue as stated by the technicianSamsungs own web site advertises this washer as having Vibration Reducing Technology as well as advertised on the model it's selfOn Samsungs site they also state that the washer is so quite a child could sleep on the same floor, not when the drum is bangingThe drum did not bang for the first week and a half of owning this washerSince then the banging has gotten louder and harderBut the tech has been told by Samsung that it is typical. The refigerator sounds as though the compressor is going out as well as the ice in the ice maker is frozen together into one large block indicating that warmer air is getting into the ice maker. Neither of these products are functioning as they are advertised and are less than to months old.
Regards,
*** ***

Samsung has reviewed Mr*** complaint in regards to his dishwasher. Our system shows that agent assigned to the claim was able to locate a servicer to repair the unit. The agent authorized a FOC (free of charge) repair and submitted a service request; reference Txt#
*** for the unit An ASC agent has been in contact with Mr*** to schedule the repair; completed on 10/19/on the unitThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer has been contacted and informed the product can be returned within days of purchaseThe amount of purchase will be refunded for the damage item and any applicable shipping chargesWe 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 attempted to contacted the customer regarding their concerns with their tablet. Samsung has attempted to contacted the customer on 10/and 10/and have been unsuccessful in reaching him. Please get back to us at your earliest convenience so that we may further
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

[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, the last response left out some of the details The full response is that I did receive a rebate in the amount of $for the month old recalled washer, although the purchase price was $ What is noteworthy, is that the price for the same washer dropped dramatically to $at the time of the announced recall As the months passed, the price went back up to $ Coincidence? I think not.In working with Grace G*** at the office of the President, in response to my Revdex.com complaint, she did agree to refund the full amount of the 2nd recalled washer ($722.05) and the original cost of the matching dryer ($905) In all fairness, this is how the recall should have been handled from the start Please note that the rebates offered were low-balled and the incentive of $for replacing the recalled washer with another Samsung, simply rewards Samsung for their shoddy business practices. The repair that is offered is NOT a repair It simply prevents the lid from becoming a flying saucer It does not address the instability of the drum at high speeds The 'fix' also not only limits the functionality of the machine by recommending that bedding be washed on a low setting The 'fix' also seems to alter the cycles in unexpected ways, especially on the rinse/spin cycle, either stopping, signaling an unbalanced load or repeating the rinse/spin cycle several times.All consumers involved in the recall should receive full refunds, not rebates or fake repairs.I do appreciate your assistance in this matter, as well as Grace G*** responsiveness to my ordeal I only hope Samsung steps up and is just as responsive to all that have been treated so poorly and often in a demeaning manner
Regards,
*** ***

Samsung has contacted the customer regarding their washerThe customer has been set up for a 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

Samsung apologize for the inconvenience and recent experience with us. Your feedback is very important to us and we have taken note of your experience and are working with our quality department to ensure a situation like this can be prevented in the future. Please contact your retailer for further assistanceWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUnder the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung in order to receive warranty serviceSamsung cannot authorize the immediate replacement of
your device. Samsung will need to evaluate the phone to determine the cause of the issue before a resolution can be providedPlease contact Samsung Customer Support at *** to arrange a new service ticketThank you

Upon receipt of MrPattison’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 modified We clearly inform the customer within our user manual that the services and availability of the content are subject to change without prior noticeFor you reference you may review this units manual at: http://downloadcenter.samsung.com/content/UM/201009/2***2602031/%5BUC8000-NA%5DB...⇄ These manuals are enclosed within the package but can be viewed online prior to purchase on our website www.samsung.comYou may review these statements on page: 51, and Unfortunately, YouTube has decided to no longer make these apps available which is something that we cannot controlWe 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 # ***2. Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, we informed the customer of how our Samsung.com website works and apologized for the inconvenienceThe customer’s order has been delivered on 12/10/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

[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:
We believe that the person *** that signed for the delivery and worked in our apartment office stole the TV and she no longer works for the company.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I was only told that I would be given a refund for the purchase of the refrigerator, which was $2411.47, not $Every review on Samsung is the same, sorry for the inconvenience, we are sorry...it gets oldThey made a poor piece of equipment and refuse to stand behind their product, we couldn't find a repairman to even look at it when we mentioned it was a SamsungNo one told me the refund amount, I had to askWhen I said that I did not pay $2198, I was told they didn't refund the extras that I added, I didn't add the tax, the state of North Carolina didIf they were truly "sorry", they would have covered the entire costI will never buy anything with a Samsung name on it again
Regards,
*** ***

Samsung has reviewed Mr*** complaint in regards to the delay in shipping his order The E-Commerce Group advised that due to Mr*** address being in Hawaii, Samsung had to send the package via air shipment which was the cause for the order being delayed
Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

[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,
*** **

*** ***
I am rejecting this response because: the company did not address the most serious portion of my complaint, specifically the fire risk associated with failure of the rear drum support on the affected front load Samsung washing machines. As noted in my original complaint, failure of the rear drum support causes imbalance isuues and results in buring of the front gasket and inner tub which poses a substantial risk of fire in the home I specifically request (1) that Samsung notify all owners of Samsung front load washers of the potential fire-safety risk associated with rear drum support failure; (2) that Samsung immediately recall and replace at no cost to the consumer the rear drum support on affected units with a redesigned and improved drum support which is not prone to failure in years or less of use; (3) that Samsung notify and work with the Consumer Product Safety Commission to ensure that a recall and corrective action plans are properly implemented adn (4) that Samsung provide full reimbursement (parts and labor) to all consumers who have been impacted by this failure.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have an email from a manager at Samsung saying my refund will actually be on 12/09/(tomorrow)Samsung representatives do not have clear and accurate information, as evident in my consistent disappointments with them during my month long processI will not accept their conflicting responses until my money is actually returned to my card on file.Please see my attachment of a different representative saying something differentlyPER my credit card - the funds have not been received
Regards,
*** ***