Samsung Electronics America Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***While I continue to be amazed and appalled at the unsatisfactory nature of the service, I acknowledge that the washer has now been repaired, and there find that this resolution is (quite minimally) satisfactory to me
I do commend Samsung's front line employee Manny, whom I spoke to one day, who was the only person who actually seemed to care about our issues and took the time to fix them
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung DryerWe have advised to the customer that we can offer to coordinate the repair but it appears that Lowes Service Advantage team is already actively working on the repair with the service center and the
customerAs an authorized dealer, they do have an avenue directly into Samsung to make requests on the customer’s behalfWe have asked the customer if they could to keep us posted on the progressThe customer advised that they are scheduled for a repair on FridayWe 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 attempted to determine the cost of the motor and bearings when the agent from Samsung spoke with meI was informed by the The "last" agent (and evidently there were numerous ones) handling the claim stated that she did not know the cost of the parts and that I would be responsible to determine this by calling the parts centerShe also told me that I would have to have the motor installed and send in the invoice to determine IF Samsung would cover the cost of the motorFurther, she then informed me that I would be responsible for "finding" an independent service repair center as Feeney Brothers (the service center contracted by Samsung) refused to do the repair given that it was not under warranty I was unsuccessful in finding a center that would service Samsung (in a county radius)I had taken at least days from work, spent countless time on the phone attempting to resolve this matter with Samsung as well as enlisting the assistance of the appliance store where I purchased the washer and not had the use of a washer for three weeks At this point after realizing there would be no resolution with Samsung and experiencing significant frustration and anxiety due to the situation, I simply purchased another washer and you can be assured it was NOT a Samsung product! Nor will I ever purchase another Samsung productYes, I did refuse to call the parts departmentWhy should an agent from the service center not have access to this information and if I could not locate an independent repair center why would I even bother? When my new washer was delivered the delivery person inquired "if Samsung had given me a replacement because "this washer should have lasted longer than this!" I would strongly suggest that anyone considering purchasing a Samsung appliance to please read the negative reviews concerning the service call center and resolutions to any problems that may occur with an appliance! So, yes this matter can be considered "closed" at this time due to Samsung's refusal to resolve the matter satisfactorily! Buyer Beware!!!!! if considering a Samsung appliance!
*** * ***
Regards,
*** ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. We must advise the device has been tested and received an IP (Ingress Protection) rating of IP67, which means that it is protected against dust intrusion and capable of withstanding water
immersion of between cm to one meter for minutesThe unit has also passed military specification (MIL-STA-810G) testing against a subset of specific environmental conditions, including temperature, dust and sand, shock/vibration, and low pressure/high altitude. Please note, covers must be tightly closed to withstand these tastings’, however, it may not perform as shown in all extreme conditions. If liquid damage did occur this may indicate the phone was not properly sealed when in contact with liquid, or the liquid contact was too severe. 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. At this time Samsung cannot replace or refund your product, however, we can bring the unit into our ***, ** Repair facility for evaluation. Service Ticket # ***, has been created on your behalf in order to evaluate the deviceYou may use the UPS E-label emailed to *** for shipment of the unit to Samsung (please check your Spam/Junk folder if the email does not appear in the Primary email folder). Upon review a determination will be made regarding repair. Should additional information be required you will be contacted directly. Should you accept the offer be sure to remove any SIM card, SD card, accessories used with the device and back up all date prior to shipmentMake certain to drop off the package at your local UPS store and not a drop box when shippingIf you wish to decline this offer we must suggest contact your Service Provider for possible resolution

[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
However, I would like this case to stay open until I receive the check into my hands, or until I am contacted on 3/to confirm the refund is being mailedIn addition to that, the representative on the phone claimed to me that it is impossible to receive the check by overnighting it and instead it would be sent by regular mailNow, however, it's being claimed it would be overnighted, I would like to know why there is a discrepancy.
Regards,
*** ***

Samsung has contacted the customer regarding their washerThe customer has been educated on the voluntary recall program options and the customer has decided to wait on an approved repair resolutionWe 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 attempted to contact the customer via telephone and email to address their concerns regarding his Samsung Dryer however we have not been able to reach himWe will continue to monitor this case and attempt to reach the customer to resolve this complaintIf you speak with the customer,
please ask him to contact us at the number provided below or to reply to our emailWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** * ***. Thank you

Samsung has contacted the customer regarding their televisionThe customer has been offered an SRA exchange and the customer has accepted under transaction
# ***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

As previously stated, in order for Samsung to provide assistance we will require the handset be shipped back to the Samsung Repair Center for evaluation. Although we understand the handset has been through previous repair attempts, until Samsung has exhausted all repair options, and determine the unit “un-repairable” we cannot qualify the unit for replacement. As per the Samsung’s Standard Limited Warranty replacements are provided at Samsung's sole option. http://www.samsung.com/us/support/supportServiceWarranty.do?prd_ia_cd=N0000249&p...⇄ are SAMSUNG's obligations? During the applicable warranty period, provided the Product is returned in accordance with the terms of this Limited Warranty, SAMSUNG will repair or replace the Product, at SAMSUNG’s sole option, without chargeSAMSUNG may, at SAMSUNG’s sole option, use rebuilt, reconditioned, or new parts or components when repairing any Product, or may replace the Product with a rebuilt, reconditioned or new Product.Repaired/replaced cases, pouches and holsters will be warranted for a period of ninety (90) daysAll other repaired/replaced Products will be warranted for a period equal to the remainder of the original Limited Warranty on the original Product or for ninety (90) days, whichever is longerAll replaced Products, parts, components, boards and equipment shall become the property of SAMSUNGExcept to any extent expressly allowed by applicable law, transfer or assignment of this Limited Warranty is prohibited.If you wisht to receive resolution we must ask that you return the unit using the UPS E-label emailed to you.Thank you

Samsung has attempted to contact the customer regarding their Home TheaterUnfortunately 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. After review of your claim, our records do confirm severe corrosion to the internal workings of your device. We cannot speculate how the damage occurred, but only report our findings upon
evaluationUnfortunately, 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. We do apologize for any inconvenience this has causedWe would suggest contacting your Service Provider directly if insurance was purchased for the product. Thank you

Samsung has contacted the customer regarding their RefrigeratorThe customer has been requested a copy of their BOS for a refund under transaction #
face="Calibri"> ***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:
*** ***
This is has been one of the many correspondences to *** regarding the defective Samsung dryer sold to me by Lowes, Schertz, TXShe works for the office of the president with Samsung.
*** ***,
The Tech Pro technician arrived at my home 11:30a to repair the dryer and informed us that the motor does not work and it will be two weeks before he will receive the part and attempt to repair the dryerI called you approximately 11: 46am to inform you of the situation but I had to leave a message. I then called Lowes in Shertz, Tx and informed the assistant manager ChrisI told him that I was sold a defective product and I would like a refund or new replacementHe informed me that I will get a new replacement (Samsung dryer same model) tomorrow (11/14/15) from 5p-9pm. Once again very frustrating and poor service that could have been avoided if a refund or new replacement was given with the initial complaint. *** ***
***
*** ***

Under the coverage section of the Samsung warranty itclearly states your product must be returned to Samsung at Samsung's expensefor warranty serviceSamsung as a courtesy will evaluate your product anddetermine the appropriate resolution to this issuePlease take advantage ofthe
free shipping instrument that will be provided for the return of yourproduct Samsung product replacement as a courtesyPlease contactSamsung at ###-###-#### for all service related inquiresThank you

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the consumer has not registered for any offer with PrizeLogicTheir only presence with our customer support is one ticket, where we let them know there were no registrations and asked for another email address that may
have been used to registerThey have not providedThe ticket is dated 6/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

Upon further review of Mrs***s concerns with her home appliances. We apologize for the issues that you have been experiencing with your home appliances and the inconvenience this has caused. We have created repair files for the refrigerator, dishwasher and range under ticket ***, ***, ***A repair ticket has also been created for the microwave however it has been set up under a different service center due to technical issuesThe repair ticket for the microwave is ***. For any other questions or concerns please contact Alicia at *** and she will assist you further. We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DW80F600UTW/AAWe understand from Ms***’s correspondence that currently, the unit is beyond its original warranty period but continues to require serviceWe have requested for Ms*** to
provide to us copies of the work orders of the referenced repairs as our records show only one completed repair in January Once we receive this information we will fully be able to evaluate Ms***’s complaint and requestWe 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 # ***0. Thank you

Dear Mr***:Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience. We are sorry to hear of your experience with your Samsung washer. Samsung tries to accommodate our customer’s to the best of our ability on a case by case review. Regrettably we were unable to resolve your case to meet your standards and we are sorry to hear that ultimately, this experience has led you to no longer be a valued Samsung customer. The feedback you have provided is vital to Samsung and our commitment and dedication to our products and services. We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures. We understand your frustration however, we still consider you a valued Samsung customer and we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

Complaint: ***
I am rejecting this response because:
I have not received a call from Samsung yet to tell me what is going on and my washer is still broken months later and it is only months old
This is ridiculous!!!
Regards,
*** ***

Samsung has contacted Mrs*** regarding her concerns with her television. Mrs*** television has been submitted for review for accommodation under transaction number ***. Once approved she will be contacted by the Exchange and Refunds department. We
apologize again for any inconvenience and delays the customer may have experienced with this case. Thank you