Samsung Electronics America Inc.

Samsung has review Mr*** claim in regards to his phone. The agent handling his claim sent the following email on 3/10/requesting additional information to be able to proceed with the claim. “Hello ***, I am reaching out to you regarding the Revdex.com complaint for you Samsung cell phoneI do apologize for the inconvenience you have endured thus far and I would love to further assist youIn order for me to do so, please provide me with the model# and the IMEI# for the device as it is not in our systemAlso, please do provide the proof of purchase so that I can personally attach it to your file and update the warranty date based off the receiptOnce I have received the requested information and document, I will be able to provide you with service for the unitIf you have any further questions or concerns, feel free to contact me at you earliest convenienceIf you would like for me to contact you via phone, please do include a valid contact number in your email responseThank you so much for your time and patience, have a great day!!!” Please have Mr*** reply to the agents email from *** with the documentation needed to start the process of service for the phone. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: ***
I am rejecting this response because:
The product is still subject to advertising A replacement could be made with a US unit, this item is not repairable from what I've been told because of the water damage, so it's a moot point None of this would have happened if Samsung didn't promote this device as a water resistant unit and solicit underwater videos from individuals
Regards,
*** ***

Samsung has contacted the customer regarding their TelevisionThe customer has been offered free of charge parts only at one of our ASC centersWe 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*** complaint in regards to a refund for his wife’s Samsung.com order. Ecommerce has advised that according to Samsung.com order ***, there was only one Note device on the order and only one Note device returned; reference FedEx return tracking
*** to the warehouse An Ecommerce agent emailed Mr** requesting additional information on the second Note device he returned. The agent sent Mr** another email requesting the information on the second Note device. As of today, 11/15/Mr** has not replied to the agents’ email with the requested information. Please have Mr** reply to the agent’s email at his earliest convenience in order to proceed with the claim. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of Mr*** claim, our system shows an E-Commerce agent sent him the second code and he stated it worked. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon further review Prizelogic has processed a new shipment for Mr*** and was shipped out with tracking number *** We apologize for any inconvenience and delays the customer experienced with this case. For further inquiries, please have customer contact Prizelogic at ***. We apologize again for the inconvenience. Thank you for being a valued Samsung customer Tell us why here

Samsung reviewed Mr***’s claim and it shows that a $gift card was shipped on 2/10/to his home address. Unfortunately we cannot provide any tracking information but the card should have arrived by 2/17/17. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has attempted to contact the customer at ###-###-#### & ###-###-#### to address their concerns regarding their Dish WasherUnfortunately we have not heard back from
the customer. Please have the customer contact us at *** so that we may assist. 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 has contacted the customer to address their concerns regarding their Samsung DryerWe have advised to the customer that our research shows this unit’s original month manufacturer’s warranty expired approximately in 03/based on the information currently on fileWe understand that
the customer has been advised there are no accommodations available for this unit although this is accurate we have offered an exception in this caseSamsung is offering a one-time out of warranty part(s) accommodation leaving the customer responsible for any associated trip or labor feesThe customer has accepted our offer and we have processed a repair service requestWe 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:After hours on the phone and weeks of waiting, Samsung offered to refund the purchase price of the machineThis will not cover the expense of purchasing a replacement of the same modelI was forced to either accept the minimal compensation or take nothing for the damages caused by this company and *** *** I have attached the add for my local store and the unit on Samsung's website. I was also offered a gift card to be used only on Samsung's websiteYou cannot purchase washing machines online, so this is basically worthlessI'm not sure why a company that has caused so much trouble to millions of people would think one unhappy customer would be satisfied to put $towards another product that will likely be a safety risk or face another recall.I have been without a washing machine for days*** *** broke my unit in my home during what was advertised as a free in-home repairBoth companies refuse to take responsibility and compensate the damages I should not have to pay out of pocket for damages caused by this companyIn addition to the machine, I have incurred expenses related to missing work, traveling back and forth to meet a repairman, laundromat expenses, and my personal time on the phone requesting to be transferred to someone who can adequately address this issue. I have been made to jump through the hoops of their warranty program by submitting documents, waiting for a response, submitting additional documentation, completing forms, waiting for a response, etcThis issue could have been resolved a month ago if Samsung would have just contacted my local retailer and authorized the purchase of a new unit, or by simply sending a new unit straoght from the manufacturerI am requesting compensation for the full retail value plus tax of a replacement.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I have yet to receive a refund check or even an email notifying me of a refund check, like the business has said they did
Regards,
*** ***

I am rejecting this response because: Samsung does not value customer satisfaction, they not only ship defective products with damages, but their customer service is extremely incompetent, unhelpful and provide no accommodation or what so everAll they do is waste your time and moneyWe are left with a product that cost almost a thousand dollar and is completely useless to usWhy would us customers need to be responsible for such problems created by these merchant unfit for US market?

Upon further review of Ms*** claim, our system shows that the agent who handled the claim informed her that the SRA was submitted to *** *** in error and they have resubmitted the claim to Pacific Sales for processing The SRA is approved and complete to date Pacific Sales will be in contact with Ms*** to facilitate the exchange from here. 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 specifically said that I have contacted ** *** times and they have informed me that they sent my information to Samsung so that my accounts would be linkedObviously someone is supposed to be receiving this information, does Samsung as a company not know who to refer to about these issues, do you not have a contact at ** *** with which you can communicate with? It sounds like no one is making an effortI will continue to escalate this matter if no resolution is reached
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I HAVE PREVIOUSLY PROVIDED THE MODEL NUMBER AND SERIAL NUMBER TO SAMSUNG SEVERAL TIMESTHEY ARE STALLINGTHEY PROMISED A REFUND OF THE PRICE OF THE CAMERA AND THE SHIPPING COSTSI PROVIDED THE MODEL NUMBER AND SERIAL NUMBER ON SEVERAL OCCASIONS TO SEVERAL DIFFERENT REPS, VIA PHONE, EMAIL, AND HAVE ALSO PROVIDED COPIES OF RECEIPTSTHEY HAVE THE MODEL NUMBER AND SERIAL NUMBER ONE HUNDRED TIMES OVER
Regards,
*** ***

Upon receipt of the customer’s Revdex.com rebuttal, we reviewed the customer’s request an additional timeWe do sincerely apologize for this unfortunate situation but our response will not be modifiedWe have explained to the customer that we cannot grant her a refund for the out of warranty repair she paid forWe 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 # ***8. Thank you

Complaint: ***
I am rejecting this response because:
Samsung states they have reviewed my case and will exchange my product after allI have not received instructions, product or anythingI have called the number they listed times total, on Friday, Monday, and TuesdayThe number listed answers as the president's office but it says "all representatives are busy." Then "please leave a message" followed by "voicemail box is full, goodbye" and disconnectsI chatted online to Samsung and provided the transaction number, but they state only ECR can speak with me regarding that case number. Please send out new knobs as you stated, and I will accept your responseI will send back my old knobs as an exchange
Regards,
*** ***

Samsung has contacted *** regarding the customer’s concernsAs per ***, the customer has been writing into the Customer Support under a different email address than the one provided on his complaint*** *** is still trying to contact him to get his information
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

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorWe have submitted compensation for the customer for food lossThe compensation has been approved and currently we are waiting for the customer to choose payment option (direct deposit
or check to be mailed)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 # 4*** Thank you

In order to provide resolution Samsung will require the phone be returned to evaluate and confirm the issueWe will determine resolution based on the evaluationA UPS Premailer box has been requested for delivery to your home tomorrow for retrieval of the deviceOnce shipped Samsung will receive the product next business day and will have resolution provided same dayThank you