Samsung Electronics America Inc.

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer was contacted on August 28thThe customer stated he would follow up
regarding his receiptThe customer was informed if he cannot find the receipt to contact his retailerWe are still waiting on a response from the customer regarding their receiptWe 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 reviewed Mrs*** claim in regards to her phone and personal injury. Our system shows a PL (Product and Liability) agent has made several attempts on 8/01/17, 8/02/and 8/03/to contact Mrs*** but has been unsuccessful in reaching her to discuss the claim.
The agent left voice messages and sent emails with their contact information for Mrs*** to return the call or respond to the email. Please have Mrs*** contact the agent at her earliest convenience if she still needs assistance with her claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customers concerns we apologize for the delay and any inconvenience this issue has caused- Samsung along with the US CPSC has offered the following two options in regards to the recalled washing machine. - The first option is a free in-home repair that includes reinforcement of the washer's topConsumers who choose the in-home repair will receive a free one-year extension of the manufacturer's warranty, regardless of the age of their washer- The second option is a rebate that can be applied towards the purchase of a new washer from Samsung or other brandConsumers who choose this option will also be reimbursed for any installation and removal fees charged by the retailerThe rebate amount is based on the model and manufacture date of the recalled washerConsumers who choose a Samsung washer will receive an additional loyalty incentive up to $toward their new Samsung washer purchaseWe apologize again for the inconvenience however at this time the above options are what is available to the customer. 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 claim#***. 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 at Samsung's expense for warranty serviceUpon evaluation of the product Samsung can
determine a repair resolution regarding the fingerprint scannerIf you do not wish to accept warranty service, and request replacement of another manufacturer Samsung must refer you to your local Service ProviderReplacement requests must solely be directed to the carrierTo continue with warranty repair please contact Samsung Customer Support at *** and a live agent will assist with processing a new service ticketThank 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 Please note that Samsung website and documentation for the washer recall rebate stated to weeks to process Until I contacted Revdex.com after weeks of processing my rebate claim, then Samsung finally sent me the check Thanks Revdex.com for all of your help
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung Home Theater SystemThe customer has informed to us that he has already returned the products to his place of purchaseWe advised to the customer that sending the parts wouldn’t be a problem but he failed to
provide a copy of his original purchase receipt and pictures of the damaged items so we were not able to send them outWe 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

Complaint: ***
I am rejecting this response because:
Their customer service is awfulThey are rude and when I received an email out of the blue just asking for my ID I didn't know who this person wasI asked for validity of their ID before I hand something this personal over and this is the response I receive:I am writing regarding your Revdex.com complaint #in reference to your Samsung Pay gift cards. Our team is requesting that you provide your Samsung Account ID so that they can further research the issue. I have included a copy of your Revdex.com complaint for your referenceI am not sure what proof of who I am you are referring to as I am emailing you from my work(Samsung) email addressMy contact information is below as well. Case #: ***Sent to Business on: 07/21/2016Business Info: Samsung Electronics America Inc.** *** ** ** *
*** *** ** ***
*** ***Consumer Info:*** *** *** *** *** *
*** ** ***I also have screenshots of the horrible customer service representatives that I dealt with regarding this problem as wellThe gift card is all well and good but someone needs to know about how rude, extremely unhelpful and horrible their service is
Regards,
*** ***

Samsung has attempted to contact the customer via telephone and email to address their concerns regarding their Samsung Microwave but we have been unable to reach himSamsung understands it is disappointing for any product to fail, whether in-or-out of warrantyThe Limited Manufacturer’s Warranty
on this unit is months, parts and labor, which expired approxin 11/based on the information currently on fileDue to significant time the unit has been out of warranty, the repair costs are the responsibility of the ownerWe 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

Complaint: ***I can not accept a resolution from Samsung which does not resolve the problemMy TV is well within the warranty period which requires Samsung to either fix or replace the set, yet Samsung keeps telling me that they presently can not fix the issue, and they do not know when (if ever) they will be able to. They insist that the cause of the improper lip sync is a "firmware" issue, but state that nobody else who owns this model television is having this problem. They also incorrectly state that my problem is intermittent which makes it hard to diagnose, when in reality, the lip sync issue occurs every day on every channel after the set has been on for an hour. Their own remote access team and service technician have witnessed it If they are being truthful in that I am the only one experiencing this issue then the logical conclusion is that my set is defective and must be replaced

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

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer part(s) accommodation leaving him responsible for any trip/labor feesThe customer has accepted our offer and we have set up the serviceWe 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: They want to someone to my house to fix the tvI rejected this offer because the TV is only months old and having electrical problemsSamsung needs to return the tv and send me new oneI did not buy new tv to have it repair at my houseI am never home and will not take time from work to wait for the techHorrible customer service
Regards,
*** ***

Our files indicate that the customer’s complaint regarding Model # *** has been reviewed an additional time per customer’s rebuttal requestBased on our customer service records, we show that when the customer initially requested for service she was experiencing issues with sounds when watching videos and playing musicDuring trouble shooting, it was determined that the unit needed to be sent in for serviceWhen we received the unit at our authorized service center it was determined by the technician that the unit has liquid damage therefore voiding the original limited manufacturer’s warrantyWe advised this to the customer and the customer didn’t respond to our email/voicemail message therefore we returned the unit back to her unrepairedLiquid damage can cause for the unit to have complete component failure and may not exhibit right away. Unfortunately, with this being said we will not be modifying our original responseWe 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 # ***. 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 as we are getting a replacement washerI just want to add, for the record, that the repair technician sent by Samsung not only came times to fix the washer (failed every time), but on his last visit did something highly unethical and hazardous: he sprayed some liquid soap directly into the outlet where the washer was plugged intoHe then told me that the failure of the washer was the result of a short created by our outlet and that we had to hier an electrician in order to fix the outletOnce my husband came home, he pulled out the washer to see what the technician was referring to, as a short would have triggered the braker (it dit not) and, to our dismay, discovered some drippage coming from the outlet (nothing above it or on either side of it)He then removed the outlet which was saurated with liquid soap and thoroughly cleaned and dried itThe outlet box was also thouroughly cleanedThe lines on the wall would need to be covered with paintWe have purchased a year warranty with our new washer (scheduled to be delivered tomorrow), as we do not want to have to ever deal with Samsung customer service ever againThank you for your swift intervention in this matter!
Regards,
*** ***

We apologize for any inconvenience you may have experienced.Email has been sent again to you for you to provide us the proof of purchase as your device was purchased through non-Samsung authorized retails.Once we receive your device and proof of purchase, we will do further look into it for possible
assistance to your concern

Samsung has followed up with the customer regarding their washerThe customer confirmed service appointment has been set up for 12/9/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

Thank you. This information helps to confirm that this was not a warranty exchange, but a direct online purchase and return.
The complaint has been forwarded to the proper parties for reviewPlease allow 24-business hours for follow upThank you

As explained authorization has been provided in order to repair the productA new Service Ticket was created to complete this service. The repair facility is aware of the repair actions which need to take placeThe new Service Ticket #: ***
Please use the UPS E-label emailed to return the product and begin repair.Thank you

Samsung has confirmed that an attempt to replace the motherboard of the phone has been madeIf replacing all internal components of the phone does not resolve the issue at hand then additional repair attempts may be deemed unsuccessful.Samsung's warranty of repair / replacement is at Samsung's sole optionSamsung does not provide upgrade service as this is a requirement of the service provider. Should Samsung replace a device, it would be that of the same model. The model in question is currently not available for replacement, therefore, the only offer Samsung can provide is to refund the product.To complete refund we do ask that the product be returned along with the proof of purchase receiptThank you

Please close out the following caseMy issue has been resolved and no further actionIs necessaryThank you