Samsung Electronics America Inc.

Samsung has contacted the customer regarding their RefrigeratorThere will be no accommodations; the customer’s unit is out of 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 * ***. Thank you

Samsung has reviewed Mr*** claim in regards to his rebate check. Our system shows the agent handling his claim spoke with Mrs*** on 4/06/to discuss the claim. Mrs*** stated her husband submitted the rebate form back in November and they still have not
received a check. The agent requested that Mrs*** email the form directly to them and they would submit the request on their behalf. The Rebate Deptsystem shows on 4/18/17, a rebate check in the amount of $145.00; reference Txt # *** was issued. Please allow 5-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

Samsung has contacted Mr*** regarding his concerns with his television. Mr*** advised that the television screen cracked when he placed it on the floor. The agent has advised the customer the customer no accommodations. We apologize again for any inconveniences and
delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because:
They have not disclosed why an item that
was shown sold out is now listed as available I contacted Samsung Prizelogic support the next day to cancel my claim form so I could resubmit a new one with the now available Gear Watch.The response from their support team is basically they can not make exceptions to their terms but my argument is that Gear Watch was shown as sold out limited item and no disclosure in terms to address that they would restock no mention of restocking option
Regards,
S*** ***

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, the customer’s TV has been OOW since and Samsung did offer to assist with parts only and he will be responsible for the labor chargeDue to the TV has been OOW since 2014, the repairs are generally at the customer’s responsibilitySo the resolution will not change we can offer parts and he is responsible for the labor chargesHe has been granted a FOC repair accommodation previously under *** which is generally is not duplicated in the futureWe 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 have phone records to prove I have tried contact my service agent over times with no responseI called yesterday and spoke to one of his colleagues and still haven't gotten a responseI would like a call from a different agent because Montez is not assisting me at allIf you would like the phone records I will be more than happy to send them over to you. I should also add I can not use my dryer now because the screen is out and chooses random thingsI would like to be compensated for my inconvenience and for the fact I now have to take my clothes else where to do laundry because my dryer doesn't workAlso I have the text messages where I was speak with someone from the repair shopThey said they would schedule an appointment and NEVER SHOWED UP AFTER I TOOK OFF WORKPlease call me ***
Regards,
*** ***

Our files indicate that the customer’s request regarding their Samsung dishwasher has been reviewed an additional time per customer rebuttal requestThe exchanged unit is scheduled to be delivered on 03/We will contact the customer on that date to ensure exchange was successfulWe 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 Mrs*** complaint in regards to her washer. Our system shows the agent assigned to the claim spoke with Mrs*** on 10/02/and advised her that unfortunately the issue she is having with her washer is not a serviceable issue. A service request;
reference Txt# *** had been submitted for the unit and the service technician educated Mrs*** on how to properly maintain the unit. Regrettably due to the odor from the unit not being a serviceable issue, 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

Upon further review of Mrs***s concerns we apologize for the delay and any inconvenience this issue has caused. As per *** they were unable to locate a submission from the customer. There was a father’s day promotion that ended on 06/30/for the VR Gear. There was not a promotion in July, however there was 2nd VR promotion in August. Please provide a receipt and IMEI for further review. 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

Follto a voice message I left youFrom the emails in the Revdex.com data base, in this case it appears the priority is more focus on close out this case vsgathering all the information to reached an appropriately closure. I say this because the evidence shows the Revdex.com is weighing heavily on inputs from Samsung to make the decision to closeMy understanding the Revdex.com should be impartial and use inputs from both side to come to an informed decisionI say this because in both cases the Revdex.com have not attempted to verify or validate any of Samsung's claim with me instead the Revdex.com just used Samsung's input and moved to close out the case as a non-issueThis was evident on July 27th and on August 10thI took time from my schedule to meet with Samsung on July 24th and they did not showPlease note my claim is legitimate and I wish the Revdex.com feel the same way. For you information, I do consulting work and when I do not work I do not get pay to provide for my familyI have been working with Samsung to have them evaluate my washer and dryer, to confirm my claim and take appropriate actionAs mentioned above I took off 7/24/from work to meet with Samsung but they did not showI ended up with a loss of income for that day*** *** of Samsung has since switch to another local Company (** ***) and email me 8/7/@ 7:am stating I had an appointment for August 10th with ** *** to review my claimPlease note the first phone call from ** *** was not received until hours later at 10:am EDTThis was time stamped on my phone of which I sent the voice mail to *** as evidenceAfter my response to ***'s email to my surprise I received phone calls from ** ***Looking at the chain of events it seems strange that *** has an appointment date for me (8/10/15) when ** *** never called call me nor spoke with me at that point in time I cannot explain the inconsistency or motive but only use it as reference for consistency to the email submitted by Samsung to the Revdex.comLooking at this information it does not support any good faith on Samsung's part, however the email to the Revdex.com paints the picture where Samsung have tried to resolve the issue but did not because of the consumerIf I may, the email Samsung submitted to the Revdex.com appears to put blame as why they cannot resolve the issue vswanting to resolve legitimate issuesThis is the way how Samsung handled this consumer complaints with me and after speaking to others who had issues with their Samsung product the response from Samsung was the same if not identical to what I experienced. At this point in time it appears this issue will remain un-resolve and Samsung will continue to make it as difficult for the consumer so the consumer will end up dropping the issueIn the end the defect would not get recorded as such leaving the impression as Samsung, a Company with high levels of quality. In summary, I have come to the Revdex.com for help because in the USA the Revdex.com represent the consumer (little guys) against the big Company's like SamsungIn this case, I wish the Revdex.com at least once call me to confirm what Samsung is claiming and to see if the issue is legitimately close

Samsung has contact Mrs*** regarding her concerns with her washer and dryer. The agent has advised Mrs*** that an accommodation will be made for the washing machine, however since there are no known defects for the dryer service would be required. 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

Complaint: ***
I am rejecting this response because:
Samsung states the case number referenced does not exist and they will have to research and get back with us. The case number is not associated with anything for my name
Regards,
*** ***

Upon further review of Mrs*** claim, our system shows the agent handling the claim corrected the refund amount and resubmitted the request for the amount $516.80; reference Txt# *** for the unit. Once the request has been approved, Mrs*** will receive further instructions on how to proceed with the claim. Please have Mrs*** continue to hold onto product until receiving these instructionsAs previously advised, if the product has been disposed of, the offer will be voided. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, 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

Upon further review of the customer’s file, there will be no accommodation as the customer no longer has the unitWe 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 Mr*** concerns regarding his device we apologize for the delay and any inconvenience this issue may have causedAt this time Samsung Telecommunication’s division has advised the customer of the required items needed to accommodate. We would require return of the Noteaccessories and proof of purchase receipts for these items in order to process this requestIf the carrier has retrieved these items from you then they would be responsible for issuing refundIssuance of any promotional items would require a proof of purchase receipt and the IMEI # of the product be provided in order to confirm purchase and submit the information to the promotional team for validation and processingTo sum the above information, Samsung would be unable to continue with any of the refund requests until products and purchase receipts are receivedPlease reach out to [email protected] with the required items for further assistance. 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

Samsung has reviewed Mrs*** complaint in regards to her Samsung.com order. Our system shows E-Commerce is currently investigating this matter and an agent will be in contact with Mrs*** with a resolution once the investigation has concluded. Thank you for being a
valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of the customer’s file, the customer is still not eligible without proof of purchase showing the purchased deviceThe only thing that this email means is that their submission was complete, not that they were approved to receive a prizePer the line that states, “All Offer claims are subject to verification of eligibility and compliance with the Terms & Conditions”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

Samsung has contacted the customer regarding their refrigeratorThe customer has been set up for an SRA exchange 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