Samsung Electronics America Inc.

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUnder the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung for evaluation. Samsung does not provide immediate replacement, nor
upgrade serviceOur obligation as the manufacturer is to provide repairThe consumer has two options when service is needed; to contact their Service Provider for assistance, or they may contact Samsung for warranty repair service if the phone is still under its one year warranty period, and repairs fall within warranty guidelinesIf the carrier chooses not to assist you that is simply at their discretion, but does not have anything to do with the fact that the phone has a Samsung warrantyOur records indicate a service ticket was processed for evaluation on 3/22/(***)A UPS E-label was emailed to an AOL email addressIf the email was incorrect it would need to have been updated for proper deliveryTo assist further Samsung will require the phone be shipped to our repair facility for repairPlease contact Samsung customer support at *** to arrange a new service ticketThank you

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***It took samsung close to months to resolve this issueI have finally received the refund but I do not agree that I am satisfied with their processI had a full wattenty and they didn't even attempt to come out to repair itThey are rude and non responsiveIt took a complaint to the Revdex.com to get a resolutionA company this size should be held accountable I will never purchase another Samsung product!
Regards,
*** *

Samsung has contacted the customer regarding their TelevisionUnfortunately 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung for evaluation in order to provide resolution.Please note that is not possible for a software
update to cause a device to stop charging. Charging capability is strictly hardware related. However, if you feel the issue is related to the update you can take the device to a *** *** Samsung Experience Shop to have the device reflashedIf this does not resolve this issue this will confirm the fact that the matter is related to hardwareAll data should be backed up to an external source prior to having this service performed.If you find that repair is still required contact would need to be made to Samsung Customer Support at ###-###-#### to arrange a new service ticket.Thank you

Complaint: ***
I am rejecting this response because:
I was advised by a Samsung Direct customer service agent days before the RMA expired to not return the device until I received a code from Samsung to purchase the device again at the sale price. When I did not receive this, I contacted the Samsung Office of the President and sent the device in with my own tracking number. Samsung received the device last week and the office of the President case was updated. Currently Samsung has received the returned device. If Samsung refuses to process a refund or exchange, I am requesting the device returned to me as I currently am out the original sale price and the device. Please advise on next steps.
Regards,
*** ***

Samsung has reviewed Mr** ** *** complaint in regards to his television. Our system shows the agent assigned to the complaint spoke with Mr** ** *** on 8/16/and advised him that a service request; reference Txt# *** was submitted for the unit. An ASC agent has
been in contact with Mr** ** *** to schedule the repair. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has made several attempts to contact Mr*** in regards to his claim for his Gear Sand have been unsuccessful in reaching him. The 1st two attempts were phone calls to the number on file *** on 3/07/at 6:pm and 3/10/at 7:pm, leaving a voice message to contact
the agent handling his claim. The 3rd attempt was a phone call/voice message, followed by email to *** on 3/16/informing we have made several attempts to reach him with no success and to contact the agent for further assistance. Up to date, the agent still has not been contacted by Mr*** to proceed with his concerns in his claim. Please have Mr*** contact the agent for further assistance with the claimWe apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Dear Mr***:Thank you for providing your order number in order to further assist with your case. Our system shows a full refund in the amount of $175.00; reference Refund # *** has been issued. Please allow 3-business days for the funds to reflect in your accountThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case. Sincerely, Samsung Office of the President

Samsung has contacted the customer regarding their printerThe customer was contacted and explained why the customer was having issuesThe customer’s printer doesn’t
support cover page with his model and the time stamp function for faxing is inbound onlyWe 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.Thank you

Based on the response provided the service provider has resolved this matter.Samsung would consider this correspondence closed.Thank you

We would like to inform that Samsung reached out to customer in good faith to provide warranty service of the device after evaluationPre-paid UPS label and the box have been sent to customer to retrieve original device for evaluationWe are waiting for customer's original device for any further assistance

According to our files, Samsung has contacted the customer regarding the customer’s unit model # LS24D590PL/ZAWe have left messages for the customer via email and phone call but have not been able to reach themWe have offered the customer a $Samsung E-Gift Card for the purchase of the cables
online at Samsung.comCurrently, we are waiting for a response from the customer with acceptance so that we may send him the codeWe 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 # ***1. Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RSG307AARS/XAA. We have offered the customer an option to forward a copy of her original purchase receipt for review of alternative accommodationsCurrently, we are waiting for receipt for
review to proceed furtherWe 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

Complaint: ***
I am rejecting this response because:
Regards,
*** ***, I already sent the supporting documents multiple times and have proof of supporting documtstion

Samsung has contacted the customer to address their concerns regarding their Samsung stoveBased off of our customer service records, we have offered the customer a refundThe customer advised that she filed the complaint prior to the refund being offeredWe asked if it was better for her to
communicate by phone or email and she advised email was betterWe then advised to the customer that we will have the refund department make contact to address her questionsThe customer explained that she still has the unitWe asked if she had any questions for us and the customer states that at this time she didn’t and thanked us for following upAt this time the customer is proceeding with the refund offerWe 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 do appreciate your correspondence, and allowing Samsung the opportunity to review your claim. Upon review of your service ticket Samsung has found the Camera Lens was damaged which voids any free of charge repair. Although the unit may have been sent for evaluation of a power issue, if
any physical damage is found it will void the product’s warranty. All units are required to pass a quality check prior to returning to a customer and if the physical damage remained the unit would not pass testing. At this time a fee of $is required to complete repairAs a one-time courtesy Samsung can offer to discount this fee, and provide repairs at a discounted rate of $70.36. If you wish to accept this offer please contact Samsung Support at ###-###-####, provide the new Service Ticket # of ***, and make paymentOnce payment is applied a UPS E-label will be emailed to you for return of your product. Should you decline this offer we would have to suggest contacting your Service Provider for resolution if insurance was purchased for the unit

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorSamsung has reviewed the customer’s complaint concerns regarding the scheduling of serviceWe sincerely apologize for the delays in scheduling but at this time our records show that one of our
authorized repair service centers, Tech Pro Plus, has accepted to run the callIt appears they may have already left a message on 3/18/for a call back from the customerThe customer many contact them at their earliest convenience at ###-###-#### to schedule a service appointmentAt this time, warranty coverage has not been confirmed as a diagnosis has not determined failure of any of the seal system componentsHowever, if there is, Tech Pro Plus will be able to provide coverage informationOnce again, Samsung apologizes for any inconveniences in this matter and at this time respectfully Samsung will not be honoring the customer’s request for a refund on the unit, or reimbursement for food lossWe 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 his microwave. Our system shows the agent who handled the complaint submitted an exchange request; reference Txt# *** for the unit. The agent advised Mr*** that it would take Samsung to business days to
get the request over to the retailer. Once received, the retailer could take up to days to contact him to schedule the exchange. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

As per Mr*** file his concerns with his refund has been addressedThe refund has been submitted and is awaiting approval under transaction number ***. Once approved Mr*** will be sent email and instructions on how to complete the refund process. 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

Complaint: ***
I am rejecting this response because:Samsung stated that I would get information via email stating that the phone I purchased from AT&T was a demo modelAT&T will not repair my phone because the phone did not have insurance, however they might work with me if I have proof they wrongfully sold me a demoI purchased the phone on AT&T.com as a certified like new phonePlease send me documentation stating phone is a demo that was not supposed to be sold
Regards,
*** ***