Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because: Their website says that it is a worry free return guaranteeThey are choosing not to honor it and keep coming up with reasons not to honor what they have listed in their website
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have advised to the customer that Samsung’s limited warranty does not cover physical or concealed/shipping damaged is not covered under our manufacturer’s warranty and therefore we wouldn’t be able to
provide any 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SL-M2875FD/XAABased off of our customer service records, we show that we have offered the customer a full refund on 10/20/The customer has accepted the refundCurrently, it is in the
approval process and will be completed shortlyWe 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, Monday through Friday and refer to case # 4***. Thank you

Upon further review of Mr*** complaint, our system shows the agent who handled the claim spoke with him on 10/02/and advised him that unfortunately, the part needed to repair the unit was no longer available. The agent informed Mr*** that after reviewing the images of the unit, it was determined to be physically damaged which voided the warranty. The agent advised Mr*** that based on this information, no accommodations can be offered at this time. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr*** claim in regards to his television. Our system shows the agent who handled the claim advised Mr*** that based on the images of the damage he provided, the unit it has been deemed physically damaged. The agent emailed Mr*** informing him that this
type of damage is not covered under the warranty and due to the physical damage no accommodations can be made for this claim. 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:
There is no mention of apology or reason for why I was put on hold for over minutes and forced to deal with incompetent representatives I won't be purchasing any other Samsung product, ever - and I will informs others to direct their money elsewhere also
I want to be refunded for this device Please make the necessary accommodations to send refund and receive this device back
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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will however, not consider the matter completely resolved until receipt of the refund I ask that this case remain open until such time as refund is actually received
Regards,
*** ***

Our records indicate communication regarding this matter was made last week The proper parties are still engaged with your claim, and will be providing you with direct follow upThank 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:
Thank you for the replacement of the item (that was not delivered)Although I appreciate the replacement of the item I would like it to be known that I am still not satisfied with result but will accept responseI may not have provided a police report, however I did provide a case number directly from FedEx themselvesIf Samsung would have contacted FedEx they would know that the package was declared lost by themIt was a driver issue not mineI have no reason to be dishonest over a $piece of equipmentMaybe next time Samsung will check into things thoroughly (like call FedEx with the case number provided) instead of just checking a tracking number that technically still states that its pendingHowever, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this time
Regards,
*** ***

Samsung has approved the refund for Mr*** an email was sent to his E-Mail with further instructionsCustomer was advised to hold onto the unit, if disposed of then the refund
would be voidedWe 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 reviewed Ms*** claim in regards to her microwave. Our system shows the agent handling the claim made several attempts to contact Ms*** but has been unsuccessful in reaching her. The agent called and left several voice messages (as well as sent emails)
requesting Ms*** to call back/reply but up to date, have not received a call or reply to be assisted with her claim. However upon further review of Ms*** claim, a service request; reference Txt# *** was submitted on 6/30/for the unit. An ASC agent has been in contact with Ms*** to schedule the repair If Ms*** has any additional questions about her claim, she may call back or reply to the agent’s email for further assistance. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

I am writing to report that my dispute with Samsung has been resolved. My credit card has been refunded for the cancelled order in the full amount of $on July 15, 2015. I should have tried the Revdex.com complaint sooner. Ironically, the day that I notified Samsung of my
complaint to the Revdex.com, they responded within hours to say my refund was being processed. Thank you for your assistance. Please confirm receipt of this message

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the consumer will be sent out the proper item and a return label for the wrong item sentWe 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

Complaint: ***
I am rejecting this response because:
The Business contends that the damage- that it caused- is "not visible" and, therefore, it is not obligated to remedy the issue To begin, the Business was not provided with evidence to support that conclusion Yes, the screw fell out of the back of the tv, which is not visible when viewing the tv Yes, the pictures provided- as requested- were of the back of the tv, from where the screw came However, due to the missing screw, the frame of the tv is visibly coming apart The Business has been informed as such, which really should not have been necessary as it is common sense that losing the screw that is meant to keep the tv together will result in the tv coming apart The Business is refusing to acknowledge this and continues to maintain that the damage is not visible Again, it is appalling that this Business fells it can slap together products in an unworkmanlike manner and then refuse to remedy the same
Regards,
*** ***

Samsung has reviewed Mrs*** claim in regards to her refund. Our records show a return has been approved and E-Commerce have contacted Mrs*** and informed her of the same. We apologize for any inconveniences and delays the customer may have experienced with this
case. Thank you

Complaint: ***
I am rejecting this response because:I never requested samsung not call me That is a lie on samsungs part I did purchase another brand washing machine, but I am still waiting for my money promised me, from samsung, for turning in the faulty samsung washer I sent them their form along with the original receipt for my new washer I am still waiting for $ that samsung has promised me If they have any questions, they can call me at *** *** ***
Regards,
*** ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WF219ANW/XAA. Based off of our customer service records, we show that the customer’s limited manufacturer’s warranty expired in 12/We understand that the customer is
requesting the labor reimbursement for a self-repair in which we compensated the part cost, however, our resolution remains the same as in SeptemberWe offered to compensate the dollars because the customer had mentioned that his neighbor had the same issue, however, explaining that this unit has no pre-determined defects or part failure remains true, therefore there will be no additional reimbursement that we will be submittingWe greatly apologize again that we could not meet the customer’s requestWe 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, Monday through Friday and refer to case # ***2. Thank you

Complaint: ***
I am rejecting this response because:
I never told Samsung that I would NOT accept their OfferOf course I would like them to pay the full amount, just as anyone wouldThey are offering to pay for parts which is only $24-$50, and I would be stuck paying several hundredI think they need to offer to pay the Labor fees associated with the repair, and I will pay for the Parts.
Regards,
*** ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Our records indicate the product was processed for outbound shipment on 12/8/15, left the Samsung repair facility on 12/9/ 9:42PM CST for next day delivery, and a call was received concerning the
delivery address 12/9/around 11:46PM CST. At this call time the product would have already been shipped and too late to stop delivery.A replacement device was requested , however, it must be authorized via an approval process that our agents cannot expedite. Once the replacement is authorized it is shipped to the consumer. This process can take 1-business days for approval.We do apologize for any inconvenience, however, as soon as authorization is provided the unit will ship with a Signature Required for delivery.Thank you

I am rejecting this response because: The company sent me the same tech again and the tech advised me that the new factory replacement part was defective and that he would reorder it again , now I am going on weeks without being able to use my freezer , the technician has not called me backIt is beyond comprehension how a company would ship out defective parts and install them on a repair jobYou have wasted so far days of my time and now I have to waste another day to get the defective new part replaced