Samsung Electronics America Inc.

Upon further review of Mrs*** claim, our system shows the agent handling the claim tried to contact her by phone on 8/02/to discuss the claim further but was unsuccessful in reaching her. The agent sent Mrs*** an email requesting proof of purchase in order to submit a refund for the device The agent advised Mrs*** in the email that Samsung does not compensate for fees associated with the contract that she holds with her carrier Once the agent receives the BOS (Bill of sale) from Mrs***, a refund request will be submitted for the device. Please have Mrs*** respond to the agents email with the BOS at her earliest convenience in order for the refund to be submitted in a timely manner. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung dryer Our file research indicates that a repair was completed on 5/12/and the unit is operating properlyWe have explained to the customer that Samsung recommends repair of the unit as stipulated
in our limited manufacturer’s warrantyWe informed the customer that should she have any further issues to please feel free to contact usAt this time since unit has been repaired we are unable to honor the customer’s request for a replacementWe 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

[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.] The problem was corrected and I have been contacted and given the promotions appropriatelyNo further action is neededThank you,
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,
*** ***

Complaint: ***
I am rejecting this response because:I was contacted by a Samsung representative who indicated they were from the office of the president but after explaining my situation they simply responded just like every other customer service representative I've spoken with "there is nothing we can or will do as the unit is out of warrantyWe'll be happy to arrange service at your expense"I'd like to keep this complaint open and take it to the next step, whatever that may be
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to his washer. Our system shows the unit was set up for repair on 2/28/17; reference Txt # ***. If Mr*** has any additional questions or concerns, he may email the agent handling his claim at *** for
further assistanceWe apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimAfter review it appears the service delay is due to the fact the phone is an international productSamsung USA’s Standard Limited Warranty does not cover products purchased or used in another
country. Samsung USA does not hold an inventory of parts for international products in order to complete repairs. Warranties are only valid in the country for which the product was manufactured for use*** What is not covered? (j) Product used or purchased outside the United StatesAs courtesy we have forwarded your request for review to determine if assistance can be provided, however, if authorized the turnaround time to complete such a repair could take 6-weeks due to the fact parts for repair would need to be ordered from overseasIf you wish to ship your product to Samsung for the evaluation please confirm and we will continue with our offer. The other option may be to seek service from the Samsung subsidiary in the country you will soon be visiting if your stay will be for an extended period of timeThank you

Upon further review of the customer’s file, the customer has been provided additional free of charge home evaluation of their ovenWe 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 Product Liability department regarding the customer’s deviceThe customer’s claim has been forwarded to SFM for more assistance and
has been contacted to inform 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 EST, Monday through Friday and refer to case # ***Thank you

Complaint: ***
I am rejecting this response because:
I sent my watch in and have not heard anythingI don't really have another complaint, this was just the only way I knew to re-open the lines of communicationWhen I mailed my watch in I included my address and phone number and I believe my emailAny information would be appreciated
Regards,
*** ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Our records indicate the UPS Claim was completed, and a replacement Galaxy Note (SM-N910V) was shipped via UPS Tracking# 1ZAY45***846, delivered on 8/19/and signed for by
“***”For additional concerns please contact Samsung Customer Support at ###-###-####

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorIn order to investigate the customer complaint further, we have requested for the customer to provide to us copies of their work orders since we only had one service repair on file in We
explained to the customer that there are no inherent defects with this unitWhile we respect and understand someone else may have the same issue, these two occurrences do not give an accurate or true reflection of the actual product lineThe repair bills/work orders are being requested to further investigate what the customer is explainingIf the customer has had someone come out and say this is an issue, we need that information in order to help the customer move forwardBut again, after numerous testing and feedback received from many sources, this unit does not have an “issue”, so without someone showing otherwise for this particular product, we will not be able to offer the assistance the customer is seekingWe 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

Dear Mr*** we apologize for your inconvenience however we are unable to locate any previous records
with the information that you providedPlease provide model and serial number from your unit and the issue that you are experiencing so that we may better assist. 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 FridayThank you

Complaint: ***
I am rejecting this response because: still no repair or resolutionWasher is still brokeThis is now the third company we are being passed to as the first two will not repairWhen will they finally replace this machine???
Regards,
*** ***

Unfortunately, ETA is still not available for partsSamsung cannot return the original phone, and provide a new device Samsung would keep the original phone currently pending repair and provide replacement The other options are to continue to wait for parts or have the phone returned without repair and return it at a later date once parts are availableYou may contact *** if you wish to continue with replacement, or an alternate option provided aboveReference Claim # ***
Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer refused delivery, contacted AGS directly on the customer’ s behalfAGS is waiting on the return authorization from Samsung yesterdayWe reviewed the tracking on 1/24/for status and it was
updated to “return to shipper”We informed the customer once product is returned the refund process will beginWe 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

Samsung has contacted the customer to address their concerns regarding their Samsung DryerWe understand the damage to the unit has been determined to be physical damage by the Samsung product support teamAs you know, our limited manufacturer’s warranty is voided when there is any physical
damageHowever, Samsung also understands the costs associated with a repair of this nature and have offered the customer a one-time accommodation to repair the damage at no chargeWe explained to the customer that this offer will not be duplicated in the futureThe customer has accepted our offer and we have set up a repair service request on their behalfWe 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 I was wrongly informed in the beginning of the whole process.To begin, I clearly stated "there are horizontal and vertical lines with what seems to be a crackThere is no physical damage from outside"Representative assured me not once, but twice, saying it will be handled under warranty since there are no physical damage outside. I understand that there might have been an internal damage somehow, but was not mentioned at all that this might be an outcome. If I knew I had to pay packing and repair cost, I would not have sent the unit for repair in the first place.Now Samsung is putting the onus on me with a simple apologies. Again, to be clear, I am not complaining because it wasn't coveredBut I am complaining about why it wasn't described to be at first and had me go through the whole process; I ended up paying for repair and shipping once because I've already spent too much on shippingVery very frustrating experience as I was FORCED to repair this in my opinion. I don't know why Samsung claims I've accepted anything as there was nothing other than a simple sorry from Samsung. Regards,
*** ***

Complaint: ***
I am rejecting this response because: In order to have my cell phone fixed I had to travel to *** *** *** to the Samsung storeOnce there is had to leave the phone for hours while it was repairedThis was my only solution to have the phone repaired because I am law enforcement and have to have a phoneYour company offered to expedite my repair and send the phone in and hope to have it back in business daysSo I would have no phone for over weeksI am extremely unhappy with what I had to go through for a warranty repair and more hesitant towards ever buying another Samsung productMy entire kitchen was just redone and I bought Samsung stainless steel appliances and now regret it because I know you won't stand behind your productsI now realize why everyone praises *** *** when it comes to phonesYour company attempts to make it as difficult as possible to get a warranty item repaired including making it even more difficult to reach a managerEven the corporate office disregarded my complaints and put me down as requesting to cancel my complaint because I couldn't go without a phoneI have been to sure to post this on social media to warn others of my experience.
Regards,
*** ***

Samsung has contacted the customer regarding their concernsThe customer has been set up for free of charge repairWe 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 concerns with their television. Customer was offered a free of charge repair in which she accepted.
Customer has been contacted by the service center and is scheduled for the repair. 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