Samsung Electronics America Inc.

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have advised to the customer that the assigned service center now has the updated warranty and that they will contact him to set up a service appointmentWe explained that we resolved the matter
concerning the bill of sale and have verified it with the place of purchaseWe also confirmed his warranty terms with the assigned service center to be valid until 07/03/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

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

Samsung has reviewed Mr*** claim in regards to the warranty for the exchanged television Upon further review, our system shows that this is a duplicate complaint; reference Revdex.com Complaint # ***, already responded on 3/21/and being reviewed per Revdex.com. In reference to
this Revdex.com Complaint # ***, our system shows his original warranty does not expire until 11/30/and will cover the exchange unit up to that date As previously stated on Complaint # ***, the agent provided an additional months warranty on the exchanged unit as an accommodation The additional warranty will begin at the end of his original warranty; the exchange TV warranty will expire on 2/28/We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of Mr*** claim, our system shows that a repair was set up for the unit; reference Txt # *** by the agent handling his claim. In addition, there was a parts accommodation added to repair of the range cooktop The ASC made an attempt to contact the Mr*** and a voicemail was left because there was no answer For further assistance, you may email *** the agent handling the claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: ***
I am rejecting this response because:
The business stated that "Samsung cannot speculate at what point of impact may cause physical harm to a product", but this is very likely untrueSamsung manufactures the screens themselvesIt is not likely that the screens are not tested for impact durabilityDespite this, the exact figures are not released or not released in an easily visible way to the consumer purchasing the productThere is likely a good reason for thisOverall I'm very dissatisfied with the way my complaint was handledI would never have purchased the phone if I was aware of thisIf Samsung insists on retaining the $for the repairs, I will take my business (and that of my friend's and family) elsewhere.I'm insisting that the circumstances for this particular phone breaking were exceptional and would like Samsung to reconsider their decisionThis is not a case of someone dropping their phone six feet and then trying to weasel their money backIt was 6" onto plasticIf their engineering is done correctly, than at the very least consider this particular phone to have had a manufacturing defect
Regards,
*** ***

Samsung has contacted the customer regarding their refrigeratorThe customer was set up for repair on 11/and the customer has confirmed the repair has been
completedWe 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:FirstI wasn't even notified that I had an appointment until I got an automated call the day before saying that a technician would be at my house between 1-5pmLuckily I just happened to have the day off workI can't believe that an appointment was just scheduled for me without checking my availabilityI have called the "office of the president" at samsung at least a dozen times in the past two weeks and have never received a return callWhen I first heard from them regarding this complaint I spoke with LaShawna and she told me to call back if I had any problemsAll of my calls were completely ignoredThe ticket number she gave me was ***. Secondly a technician did infect show up to fix my washer on 12/He checked it and diagnosed faulty suspension rodsHe says samsung put out a bulletin that those particular rods needed replacingHe then asked me if samsung told me I would be responsible for paying for this repairOf course I told him I would not be paying for it and was never told anything of the sortI told him infact I had tried repeatedly to even get in contact with someone at samsung to take care of this problem and couldn't even get a call backI find it totally outrageous that samsung would schedule to have a technician come out to my house at my expense without consulting with me firstIf I believed I was responsible for paying to fix a faulty washing machine I would have paid to have it fixed long ago and would never have had to deal with the worst customer service experience in my lifeHe was clearly not able to fix the machine as I told him I would not be paying anything as it is samsungs responsbility I would like to hear from samsung about how the plan to not only fix or replace my washer at their cost and make up for the time I have wasted trying to resolve this matterPlease also tell them that my email address is *** they have been sending my emails to a man named *** *** who has been kind enough to forward them to me
Regards,
*** ***

Samsung has contacted the customer regarding their washerThe customer has confirmed the unit has been repaired 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

Upon further review of Mr***’ concerns we do apologize, however at this time we are unable to accommodate his request due to the device being invalid. 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. Thank you

As it has been advised, due to the fact the external IMEI and internal IMEI do not match Samsung cannot provide any additonal service for your prodcutThe mismatch of IMEI numbers voids the warranty for your device.For resolution Samsung must refer you to your place of purchase.Thank you

Samsung has reviewed Mr*** complaint in regards to his phone. Our system shows the agent assigned to the claim spoke with Mr*** on 1/26/to discuss the case. The agent informed Mr*** that all products were shipped to him via UPS; reference
UPS tracking # *** for the phone; delivered 1/27/18, tracking # *** for the charger; delivered 1/26/and tracking # *** for the headphones; delivered 1/29/to the address on file. Mr*** spoke with the agent again on 2/07/and advised that the speakers on the device were not working. The agent submitted another exchange request; reference Txt# *** for the device and sent Mr*** a UPS shipping label in order to send back the defective deviceThank 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 dish washerThe customer has confirmed they are being assisted through their retailer regarding the exchange
of 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

Complaint: ***
I am rejecting this response because:AS stated " Please provide the itemized list so that we may assist you further with your concerns" I already did before this messageI only get responses now when I reject the message from Revdex.comI keep sending messages back and wait a week and hear nothingThis is the same run around I've been going though since FebLast message I got was after I rejected the message then was told they can't give me what was in my itemized listChanged story from email message on Apr Really wondering if Samsung care about it's customers or just the money
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I don't care where I bought it new in an unopened package fromI don't get permission from manufacturers before I go to a store and buy something. That is a lame excuse not to fix my defective product. The product is less than a year old and defective because of a design flaw
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I dont know what they are talking about, there are no returns after daysits been weeks now since purchase maybe if you had told me this in the beginning it would not be an issueAnd again, I can prove that the phone worked fine before your tech dismantled it and disabled the screen! Again, You must at the least fix it back to the state it was in when I gave it to youIt worked besides the charging, and I have a separate charger, So you need to fix the phone back to the condition it was given to you if you are refusing to honor warrantyThere was no mention of this factory flaw when you received the phone and while waiting for part to repairAnd since it was a factory sealed phone when I received it, obviously your tech deliberately did not assemble my phone back to the same condition it was receivedThe email that part was ordered proves the phone was fixableI know this becasue the phone now charges fine, so he fixed the part, but apparently someone told him to not assemble it to working orderSo go ahead and not honor the warranty, but you need to fix the phone back to a working state that you received it inI believe I can produce enough witnesses to prove the phone was in working condition before your tech got his or her hands on it.
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to the free $e-certificate with his Samsung.com order. Our system shows an agent from the Ecommerce group spoke with Mr*** and informed him that the promotion was changed from an e-Certificate to an Instant Savings mid-week. The
website cache was delayed in updating, but Mr*** did receive the discount in the form of an Instant Savings instead of an e-Certificate For this inconvenience, the agent offered Mr*** a $e-certificate towards a future order The agent sent a request to our promotion code group for a $e-certificate which was sent via email to the email address on Mr*** orderWe apologize for any inconveniences and delays the customer may have experienced with this caseThank 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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSadly the company (Samsung) pretty much ignores all and any complaints and instead sends an auto response email to address any customer concernsThis results in the same problem having to explained to each person you talk to at Samsung, instead even though they had opened up a case file to address the matterA very simple problem with a simple solution (no promotional code initially received/send out an email with the promotion code) The lack of Samsung being a human company and instead having employees whose sole authority seems to "I apologize for your inconvenience", makes a simple problem span telephone calls, emails, and not one genuine apology for the issueI can only imagine the problems would have been amplified ten fold had this been a more serious issue, as if Samsung doesn't have the ability to fix a simple problem, I would think I more serious one would be insurmountableFor these reason, I could never recommend Samsung to family or friends for any future purchases. Just last week we bought a new refrigerator , and automatically excluded Samsung from our possible vendorsIn the next two months , we'll replace our kitchen oven and main LCD television, and although Samsung might have some highly regarded products, their handling of customer service issues, scares me that they would never honor the quality of their products should a problem arise
Regards,
*** ***

[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 from Samsung is still unsatisfactory to me
No business should be allowed to wash their hands of a problem, which started during their warranty period and still continues even now. The laws which protect consumers need to be changed to cover when a problem occurred while under warranty and the same problem continues to be unresolved at the end of the warranty, the manufacture should still be responsible until that problem is completely resolved. But to end this farce, I checked the I accept box.
Regards,
*** ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RB195ACPN/XAA. Samsung has modified our refund process a little bit for the customer allowing her to send in the required documents first and then when she received her refund to send in the
picture of the cut power cordWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at 888-480-between the hours of 9AM and 6PM, Monday through Friday and refer to case # ***. Thank you

Samsung has reviewed Ms*** claim in regards to her range. Our system shows the agent who handled the claim submitted a service request; reference Txt# *** for FOC (Free of charge) repair on the unit which was completed on 6/29/17. We apologize for any
inconveniences and delays the customer may have experienced with this case. Thank you