Samsung Electronics America Inc.

Upon further review of the customer’s file, there will be no accommodation due to physical damageUnfortunately, cosmetic/physical damage is not covered under Samsung’s warrantyWe 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 * ***

"Good morning, on in the evening regarding my complaint belowI apologize for the delay in my response--I work many hours and travel a great deal for work. The message was as below: "This message is for ***This is _(couldn't catch the name)__ calling on behalf of the office of the president for Samsung in reference to your Revdex.com complaint that we received about the ovenI am calling to advise that unfortunately the damage that is done to this unit is classified as cosmetic damage which is not covered under the manufacturers warrantySo if the handle is needing to be replaced, you are responsible for that replacement of the handleIf you have any further questions, the number to reach me is *** x***." I do not accept your response, and I will be sure to communicate this entire message to the Revdex.com as wellFirst of all, this is not an issue with the handleThis is an issue with the face of the oven door where the black stainless finish is flaking off near the handleWhat you fail to understand is that your product should have been well made for $1,100, and that it should not have had any issues in the first 12-monthsThat is exactly why you cover the first months for any issues that come about due to manufacturing problems--take for example your exploding washer machines and the note This is an issue with the way the black stainless was applied to the stove, whereby at the point that the handle is fixed to the stove there is a friction point when the oven is being pulled open and it rubs on the black stainless enough to make it pull away from the surface it is affixed toTwo separate engineers have told me thisWe have not even used the stove enough to have this kind of damage happenWe don't use the handle to hang towelsWe followed the manufacturer's guidelines for care and cleaning to the very letterThere is literally no other reason that this finish would simply flake off the surface of the oven door It is for this reason that I will gladly push this issue with you until you as an organization come to your senses enough to realize that this is indeed a warranty issueI refuse to invest more money in an appliance that I am still paying for at this moment all due to an issue in how it was manufacturedDo the right thing Samsung"Please advise the next step to be taken on this matter I will continue to fight this with them as I have been advised by two engineers that this is indeed a manufacturing issue, and I will not be held responsible for this

Samsung has reviewed Mr*** claim in regards to his microwave. Our system shows the agent handling his claim spoke with him on 3/27/to discuss the claim. Mr*** is requesting to be compensated for lost wages from work and for the inconvenience that he has been through
The agent advised Mr*** that Samsung will not be able to provide him with his request The agent offered for Mr*** to send them the POP (Proof of Purchase) for the unit and they will be able to better explore the options that may be available The agent informed Mr*** that they will be email him so that he can reply with the requested document. Once the agent received the POP, they will contact Mr*** to discuss possible accommodation. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr*** claim in regards to his television. Our system shows a refund request; reference Txt# *** was submitted on 3/08/and is pending approval. The agent handling the claim advised Mr*** if the refund is approved, they will receive further instructions on what to do next and they are MUST hold onto unit until such time If unit is disposed of prior to approval/instructions, the offer will be voided. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer regarding their Smart Phone insuranceThe customer has been informed to contact *** via email at
*** to cancel their SPP PlanWe 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 Ms*** claim in regards to reimbursement for new hoses and taxes. The agent who handled Ms*** claim informed her on 3/30/that Samsung only compensates for the cost of the new washer as stated on the rebate form. Samsung does not reimburse for repurchasing of hoses as it is an accessory and is not included in the rebate program. In regards to the taxes, the agent informed Ms*** that the taxes are state mandated (goes directly to the state), so Samsung would not reimburse her for that either. No further accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of Mrs*** concerns we apologize for the inconvenience and delays this issue may have caused. Samsung e-commerce has reached out as well as sent a follow up email to Ingram on 02/20/for an updated on the investigationTo date there has been no response. The samsung.com order was placed in dispute on 02/22/17. We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, the customer has been shipped a replacement device tracking #: ***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

Complaint: ***
I am rejecting this response because: you falsely advertise a price of a TV, then in "return of good faith" you give $credits, when NO ITEM on your site is any less than $79.00, making anyone who uses the coupon have to pay out moneySo you're using a misprint to drive business to your site and MAKE MONEYSeems a bit like advertising with a dash of bait and switch.
Regards,
*** ***

Sa**ung has contacted the customer regarding her concerns about her TV. ***’s letter and repair history has been reviewed by our Quality Team for any potential
agent education or possible process updates that can be implemented to help us align more with customer expectations*** has a repair ticket that has been set up(transaction#***) and as the customer is in warranty she will need to proceed with service. We apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Sa**ung 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 Home TheaterWe have offered the customer a direct exchangeThe customer has accepted and we have begun the exchange processWe 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

Under the coverage section of the Samsung warranty itclearly states your product must be returned to Samsung at Samsung's expensefor warranty serviceSamsung as a courtesy will evaluate your product anddetermine the appropriate resolution to this issuePlease take advantage ofthe free shipping
instrument that will be provided for the return of yourproduct Samsung product replacement as a courtesyPlease contactSamsung at ###-###-#### for all service related inquiresThank you

Samsung has reviewed Mr*** complaint in regards to his television. Our system shows the agent who handled the complaint spoke with Mr*** on 9/13/and informed him that a parts request; reference Txt# *** was submitted to send him a remote for the
unit. The agent informed Mr*** that he will receive the remote in 5-business days 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: this has been going on for more then years with the same
responseThis has happened times for repairs with no resolveThis is a generic responseI don't accept with over calls and hours upon hours of waiting for this problem to be fixedThis needs to be fixed nowCall me SamsungYou never hold true to your wordLady did reach out to me and said she would call back TuesdayWith no resultsThe warranty has nothing to do with Samsung is messing upThey do bad business trying to screw the little guyThis is all verified in my notes with Samsung.
Regards,*** ***

Upon further review of the customer’s file, please have the customer contact us at *** so that we may assistWe 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

[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 below satisfactory to me.I am extremely disappointed the the length of time (days) to get this issue resolved! For a company of Samsung's stature this should not be considered acceptable by any means.This incident has made my decision to purchase any further Samsung products a definite NO! And I will never again refer anyone to purchase a Samsung product period

Samsung has contacted the customer regarding their WasherThe customer has been offered a refundWe are waiting for the customer to submit their purchase receipt for possible 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

Samsung has reviewed Mr*** claim in regards to his refrigerator. Our system shows the agent handling his claim submitted a refund request in the amount of $2,702.99; reference Txt# *** for the unit. On 3/17/17, a Response Required for Refund Process e-mail was sent to
Mr*** requiring his reply to proceed with the refund. On 3/20/17, Mr*** replied stating he was not going to follow Samsung’s policy in cutting the cord until he receives the refund check. An accommodation was made in order to proceed with the refund (without the evidence of cutting the cord required) and Mr*** agreed to submit a photo of the cut cord once he received the check. Once Mr*** sends in the remaining Acceptance Documents to proceed, the ENR team will follow up with him for further information to process the refund. Please allow for 7-business days after the check has been mailed to receive it. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because:I did agreed to the option they provided that was to change the top of the equipment but it is important to let you know that this was the ONLY option they gave me and and had NO other choice.I still feel that they product is not made with a poor quality material and also I'm not happy about Samsung using a third party company for services and this add more difficulties while trying to resolve a problem
Regards,
*** ***

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review. However in Mrs***’ case, she was previously advised that her unit has been OOW (Out of warranty) for years and any service on the unit would be at her expense. Mrs*** may proceed with OOW service (at her expense) with Samsung or she may contact any ASC of her choosing to service the unit. Other than the aforementioned, no accommodations can be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you