Samsung Electronics America Inc.

Upon further review of the customer’s file, please provide paperwork regarding the disposal of the unit for further reviewWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimBased on the information you have provided, “When the phone starts there is a paddlelock on the main Samsung screen that is unlocked and says custom android, “ and the description that the phone
is locked into a boot loop it is a high percentage chance that the phone has been rooted. This would mean by some action entered into the phone a custom software was loaded to the device which would change the operating system entirely. If this is the case Samsung would not have the ability to override the software and recover any data. Data recovery would not be an option because custom software changes the entire coding of the operating system, and Samsung would not know the coding installedThe only option at this time would be to take the phone to your nearest *** *** location, and visit the Samsung Experience Shop. Here an agent would be able to confirm if the phone is in fact rootedIf so, again there would be no option Samsung could provide for data recovery. If it is not rooted, the agent may be able to provide minor troubleshooting for home recovery, but we must inform you Samsung cannot guarantee data will not be lost. We also ask that you refer to the Samsung Standard Limited Warranty; Section What are the limits on SAMSUNG’s liability?. Here it informs the consumer that Samsung is not liable for loss of data, also refer to What is not covered?Here it informs the consumer defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by SAMSUNG, including but not limited to installation of unauthorized software and unauthorized root access, both of which shall void this limited warrantyThank you

Samsung has contacted Prizelogic regarding the customer's concernsAs per Prizelogic, the customer was contacted and informed customer of our damaged product return process and assured
him that he would be receiving a prepaid shipping label for the damaged product so that he would not be responsible for the shipping costAlso informed customer that we will also be matching the price for the 65” Class KS8-Series 4K SUHD TV so that he will be able to repurchase the product at the same price as his original order (for the amount $1,719.99).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 FridayThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. We do understand your distress concerning your handset, and have taken the liberty to review your previous repair. We have been able to confirm that while the liquid indicators may not show signs
of liquid damage, there is severe corrosion to the inner workings of your devise. Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset. Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time. In these circumstances, due to Samsung's policy concerning repair, it is no longer feasible to attempt to repair the phone because the cost associated may in most cases cost more than the actual value of the unit; consequently, the phones received in this condition into our North Texas repair facilities are shipped back to the customer unrepaired. Although, Samsung’s warranty does not cover this type of repair, Samsung can offer to repair the unit by replacing the motherboard (as well as address the fingerprint scanner issue) with a repair cost applied. The full cost for repair would typically range from $300-$350.00, however, we will offer a one-time discounted rate of repair and provide service at the rate of $150.00. If you would like to proceed with the repair please contact Samsung Customer Support directly at ###-###-####, refer to the new Service Ticket # 4*** and make payment for the repair. Once payment is made a new UPS E-label will be emailed to you for shipment of your unit back to Samsung. Should you decline this offer Samsung would have to refer you to your Service Provider for possible resolution. Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # XE303C12-A01USSamsung has authorized a one-time free of charge repair accommodation to the customerWe 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 # ***6. Thank you

Samsung has attempted to contact the customer regarding their concerns with the dryer. Pictures have been requested so that we may be able to better assistPlease
forward the pictures to *** Once the pictures have been received we will be able to look into the matterWe 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# ***3. Thank you

Dear Mr***:Thank you for being a valuable customer. We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem
your promotional item. Sincerely,Samsung Office of the President

Samsung has reviewed Ms*** complaint in regards to her phone. Our system shows the agent who handled the complaint spoke with Ms*** on 8/17/and submitted a service request; reference Txt# *** to send the device in for repair. A UPS shipping label; reference
UPS tracking number *** was issued for Ms*** to send the device in for service. Please have Ms*** send in the device (if she hasn’t already) at her 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

Dear Mr***: Thank you for being a valuable customer. We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to
redeem your promotional item. Sincerely,Samsung Office of the President

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer a free of charge replacement for her broken remoteWe 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 contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer’s refund was successfully credited back on 11/27/A refund confirmation email was sent to the customer on 11/27/The customer has also been informed of the following informationWe
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

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

Complaint: ***
I am rejecting this response because:
Regards,
*** ***I submitted that list over a wee ago, and since I have not heard anythingthis is absurd this is an issue that started since January 13, and today is February 23, it took Samsung and ** *** six weeks before they delivered a working refrigerator to my houseMy working refrigerator was removed from my house and I was left with a lemon refrigeratorDoes the consumer have any rights?

Complaint: ***
I am rejecting this response because: We have decided we do not want to pay to have the part repaired
Regards,
*** ***

Samsung has reviewed Mr*** complaint in regards to a refund for his Note accessories. Our system shows there are no tickets documenting interactions/inquiries or processing his accessory return. An agent from the Note team contacted Mr*** and he confirmed he has not
received a pre-mailer or shipping label for the product(s). The agent submitted a request; reference Txt# *** to send Mr*** a pre-mailer to retrieve his accessories. Please have Mr*** use the pre-mailer box to send in the accessories 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

Samsung has contacted the customer regarding their washerWe have taken the feedback provided by customer regarding the repair service and will contact our
service department handling the customer’s serviceWe 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:I was told by a Samsung tech and have it recorded that we would NOT be getting a phone replacementI had no further contact until the phone just was sent with NO explanation or prior correspondenceIt's obvious that Samsung provides poor customer service since the basis of my complaint was completely ignored.
An addition to my Samsung complaintToday I received an overnight box from samsung with only bubble wrap and an address slip, nothing else , no explanation, nothingI called to inquire and was on the phone minutes with no explanationThey wanted to put me on hold again and I said I could not just keep holdingI said they were welcome to call me back but could not guarantee a call backTotally bewildered
Regards,
*** ***

Samsung has reviewed Ms***’ complaint in regards to her washer. Our system shows the agent assigned to the claim spoke with Ms*** on 2/27/to discuss the case. The agent explained to Ms*** that when she selected the option for the repair, she was under the terms and
conditions of our service based warranty The agent advised Ms*** that Samsung could proceed with service and offered to set up service with the first available appointment date of March 5, however she declined the offer. The agent explained to Ms*** that since the unit is not experiencing issues that are the result of the recall repair or the recall itself, she would need to proceed with the service unless the unit is deemed unrepairable Regrettably other than service offered by the agent, no accommodations can be made for this claim. Please have Ms*** contact the agent if she would like to proceed with service for the unit. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. In order for Samsung to provide assistance we will require the handset be shipped to the Samsung Repair Center for evaluation if the issue cannot be resolved by simple troubleshooting, or
the service provider cannot provide resolution. If the phone is still within its one year manufacturer’s warranty period, and repairs fall within the warranty guidelines; repair service will be rendered. As the manufacturer our obligation is to repair the unit, but we must be able to determine root cause for the issueAdditionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicing. In some cases, they may send out a replacement phone and the defective phone is sent back to them in return. For more details on a possible exchange, please contact your service provider. If you would like to receive troubleshooting, or send in your handset for evaluation please contact Samsung Customer Support at *** If you are in need of a device during repair we would advise contacting your local service provider for possible loaner availability. Unfortunately, Samsung cannot fulfill the request of replacement. We do apologize in advance for any inconvenience this may cause

Samsung has contacted the customer regarding their televisionUnfortunatley, the limited warranty does not cover physical damageThe customer has been referred to their retailer due to the damage was upon arrivalWe 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