Samsung Electronics America Inc.

Upon receipt of Ms***’ Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeAfter further review of Ms***’ complaint regarding the shelves we reached out to our product support team to inquire if three are any known issues in to which they advised they were unsure of such issueMs*** no longer has the old shelves as she has disposed of them therefore we are unable to further review her claim for faulty shelvesWe have made contact with Ms*** and advised her that there is no documented history of manufacture defect regarding her issueWe additionally explained that in some cases the shelves can experiences such damage in the event the shelves are in unusually stressed conditions and thus this would be considered a cosmetic issue in to which the cost for replacements would be at the expense of the customerMs*** understands and acknowledged the information indicating that the main reason she filed the complaint was to let people know how disappointed she was with her product experienceWe 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 # ***0. Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Please note that if the product is used within the specifications listed by Samsung the unit should be able to withstand liquid contactHowever, the unit may not work as advertised if the liquid
contact is too severe. Samsung can only report our findings upon inspection of the unit, but cannot speculate as to how the damage occurred. As a one-time courtesy Samsung will authorize the repair of your product. Refer to Service Ticket # ***, and utilize the UPS E-label emailed to *** for return shipment of the device. Thank you

According to our files, Samsung has contacted the customer regarding the customer’s washerBased off of our customer service records, we show that we did offer to the customer to review for buyback option upon servicer being able to provide documentation or work order showing the unit was not able
to be repairedIn reviewing our notes, it seems that the part in question was explained as no longer available by the servicer to the customer however upon research we have confirmed that the part was readily availableFrom there, we have explained to the customer that a repair needs to proceed in accordance to our limited manufacturer’s warranty, however we also explained that if the tech has said that the unit is not repairable we need to be shown thisFrom our records, we show no contact from the customer since January of We are unable to provide any accommodations or honor the customer’s request for a refund unless unrepairable documentation can be providedWe 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
Regards,
*** ***

Samsung has further reviewed Mr*** claim in regards to his washer control panel. On 3/31/17, the agent handling his claim submitted a repair request; reference Txt# for the one-time accommodation to cover parts and labor for the repair of the panel. An ASC agent will be contacting Mr*** to schedule the repair. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***Dear Samsung,
My IMEI# is: ***I would like to have the *** gift card
But also - I can't accept just $as per the promotionI was made to go through hours of phone calls, and then spend time on giving a complaint via Revdex.com - I think a $GC would be appropriate for me to accept - given all these troubles caused by Samsung
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am being told the ONLY authorized Samsung repair service is near Chicago. My understanding is I need to bring my TV to Chicago, leave it there, then go back and pick it up in order to be given this "complimentary part". That is over miles from my home, and with Chicago traffic - it would take around hours one way. That is unacceptable and far from complimentary. Send me the part and I will have a local repair service fix it
Regards,
*** ***

Samsung has contacted the customer regarding their smart phoneWe have offered to replace the cable but the customer declinedWe have retrieved the customer’s device and returned to the customer unfortunately unrepairedWe 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

Upon further review of the customers concerns an agent has reached out to Mr*** and he was advised there will be no accommodations due to physical damage. Mr*** stated he did not damage the unit and he will be throwing it away and has since purchased a new television. 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

I received the following communication from Samsung: Good afternoon *** *** Thank you for providing a copy of the receiptUpon review of the receipt, Samsung can offer a buyback (refund) for the RF25HMEDBSR/AA (S/N# 0AFJ4BBH801079D) in the amount of $If you wish to proceed with this offer please respond to the email with your acceptance and I will be happy to submit the claim for approval. Note: Please do not dispose of the unit. Kind Regards, Jasmine H*** | Office of the President --- I replied that same day (12/12/2017) accepting this offer for the buyback processI have submitted the receipt and am open to following this process with Samsung. I trust that Jasmine is going to get the approval and take care of this case, at which point, I will be fully satisfied with the response from SamsungI am hoping the refund/buyback process goes smoothlyI thank everyone for their assistance in this matter

We appreciate your correspondence and allowing Samsung the opportunity to review your claimSamsung can make no determination regarding the state of your product, or cause of the issue without direct evaluation. Under the coverage section of the Samsung Standard
Limited Warranty it clearly states your product must be returned to Samsung in order to receive warranty service Samsung cannot provide a resolution based off the speculation of the Service ProviderTo assist with this matter we ask that contact be made to Samsung Customer Support at *** to arrange a new Service Ticket for the evaluation of your deviceThank you

Upon further review of the customer’s file, *** is not responsible for the *** representative’s inaccurate information*** abides by the rules of the promotions that were approved by SamsungWe 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 FridayThank you

Samsung has contacted the customer regarding their Galaxy SThe customer has been offered a one-time free of charge accommodation and the customer has
acceptedWe 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 regarding their Washing MachineThe customer has been set up for repair for 8/2/under transaction # ***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

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15. The price of the *** television was incorrectly displayed at $100, when the correct
price was $799.99. We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $price. We would, however, like to give you a $eCertificate good toward your next purchase on Samsung.com
When you submitted the order on Samsung.com you agreed to our Terms of Sale which states
In the terms of sale section it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total priceYou are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your orderIf the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred"
We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand
Again, we sincerely apologize for the incorrect information posted on our website

Samsung has attempted to contact the customer regarding their RefrigeratorUnfortunately, the customer has not been availableA Samsung Representative has left the
customer a message for a call backPlease 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 * ***

Samsung has contacted the customer regarding their washerWe have offered to send another technician to the customer’s home for repairThe customer has confirmed they are no longer in possession of the unitWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim
size="3">Under the coverage section of the Samsung warranty it clearly states your product must be shipped to Samsung at Samsung's expense for warranty service if the issue cannot be resolved by simple troubleshooting
Please contact Samsung Support at *** in order to have a new Service Ticket processed
Thank you

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the consumer selected the Gear VR instead of the Gear Swhen she was submitting for this promotionThe customer will be sent a return label in order to swap the VR for an SWe 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 FridayThank you

Upon further review of Mrs***s concerns we apologize for the delay and any inconvenience this issue has caused. We also apologize for any misinformation that you may have received. You are correct in your findings the website https://pages.samsung.com/us/tlw does state that consumers who choose a Samsung machine will get an additional incentive up to $toward their new purchase as well as the rebateIf the consumer chooses non Samsung brand they are still eligible for the rebate. Please visit the website for further details. 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