Samsung Electronics America Inc.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SM-T210RGNYXARBased off of our customer service records, we show that the customer’s tablet was factory refurbished by Samsung, which means it comes with a day warrantyAt this time, the warranty
expired in June 2014, which is why the customer has been denied repair cost assistanceWe greatly apologize, however, with the unit being refurbished and displayed as refurbished by the retailer, we will not be able to cover the cost of this repairWe 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 # ***Thank you

Samsung has reviewed Mrs*** claim in regards to her refrigerator. Our system show the agent handling her claim made several attempts to contact her to discuss the claim. The agent left a voice message on 5/17/informing her that she was provided a FOC (Free of Charge)
repair and so at this time, no additional accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr*** claim in regards to repair his units. Our system shows that both devices were set up for in warranty service The agent handling his claim emailed the following information on returning the units for repair. “The pink unit has a service ticket# of ***, the black unit has a service ticket# of ***You will be receiving two shipping labels via email Please be sure to package each unit separately and with ample amount of packaging materials to insure they are protected while in transitThe anticipated turnaround time is 5-business days for them to be returned back to you Please feel free to reach out to me via phone or email with any questions or concerns that you may have regarding this matter.” We 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 claimUnder the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung for evaluation in order to provide
resolutionPlease 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 performedIf you find that repair is still required contact would need to be made to Samsung Customer Support at ###-###-#### to arrange a new service ticketThank you

Complaint: ***
I am rejecting this response because:
Samsung still has not offered to pay 100% of the costs to fix my tvThis TV is not a quality product, as it has broke after a year and few months of use
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to his Samsung.com order cancellation/refund. Our system shows Mr*** requested a cancellation of his order but unfortunately the product had already been shipped. An E-Commerce agent contacted FedEx to have the order refused but it was too late to stop the delivery of the product The agent then immediately requested a FedEx return label for Mr*** to send back the product in order to proceed with the refund Mr*** informed the agent that he does not want to do any work regarding sending the product back Our records show the FedEx return label was sent to Mr*** on 6/09/and as of today, 6/15/17, it has not been used In order for Mr*** to receive the refund, he needs to return the Fully Immersive Gear VR experience to the Fulfillment Center. Please advise Mr*** to return the product at his earliest convenience for the refund to be processed 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 Notebook PCWe have offered the customer an exchangeThe customer accepted our offer and we advised that our exchange department will contact her with exchange optionsWe 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 contacted Prizelogic regarding their concernsAs per Prizelogic, the consumer’s gift was already shipped at the time of inquiry with the tracking number ***We requested that the consumer provide an updated address as well as a statement that their device was not received
in order to re-ship, which they have not providedOur last contact with the consumer was yesterday, 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 the customer’s file,the customer has been requested to submit their purchase reciept for a refundWe 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 contacted the customer regarding their televisionUnfortunately, the unit has been deemed physical damageSamsung’s limited warranty does not
cover cosmetic of physical damageAny repair cost would be the responsibly of the customersWe 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

Please return original phone as soon as possible.
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,
*** ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Our records show no previous service provided by Samsung in regards to your Gear SUnder the coverage section of the Samsung Standard Limited Warranty the product must be shipped for evaluation purposesIf
your request is to have only the charging cradle replaced you are welcome to proceed with this service, however, you will be required to send the original charging cradle first, and once received the replacement would be shippedIf there is any issue with both Gear S and charging cradle both items would require shipment to Samsung.It is solely up to the seller to provide assistance for the product should issues ariseAs the manufacturer our warranty is to provide repair, but this requires evaluation at the Plano, TX repair facility if there is no Samsung WaCenter located in your area.We would ask that you contact Samsung Customer Support at ###-###-#### to arrange proper service for your device

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

Upon receipt of Ms***’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeUnfortunately, we will not be able to provide Ms*** a copy of the call recording as this is propriety and has sensitive informationWe have no reason to be untruthful about this situationWhen we spoke to Ms*** she indicated that when the representative requested their address in to which her daughter may have provided the old address as they have lived at that address for yearsMs*** advised that she asked her daughter but her daughter couldn’t remember what address was providedWe do sincerely apologize for this unfortunate situation but our response will not be modifiedWe 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 # ***8. Thank you

Upon further review of the customer’s file, a Samsung representative has contacted the customer on 12/14/We explained the voluntary recall program options available, the customer has no ASC in the area and we informed the customer the rebate optionWe 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 to address their concerns regarding their Samsung dishwasherWe have requested for the customer to provide to us an estimate and photos for their damage claimDue to the amount being requested we have forwarded the file to our insurance carrier for handlingWe
will be also setting up the customer for a replacement through The Home Depot for the unit itselfWe 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 DishwasherSamsung has offered to cover free of charge parts for the Dishwasher with the customer
responsible for the laborSamsung is still waiting on response from the customerWe 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 appreciate your correspondence and allowing Samsung the opportunity to review your claim.Under the coverage section of the Samsung warranty it clearly states the product must be shipped to Samsung for warranty serviceShould the product be returned and concerns still remain Samsung would require
a second evaluation of the product in order to provide resolution. No secondary evaluation was provided for the device in question.If the consumer choses replacement at the Service Provider level they must abide by the policies of that carrier. Samsung's obligation is to provide repair service, we do not provide immediate replacement.If there is a unit in your possession that is experiencing technical trouble Samsung must ask that the unit be shipped to our repair facility for warranty service.Please contact Samsung customer Support at *** to arrange a new service ticket.Thank you

Samsung has reviewed Mr*** claim in regards to his Gear Swatch. Our system shows service for repair was set up; reference Txt# *** for the device. The device was received 3/20/17, repaired and shipped back on 3/21/to Mr***. We apologize for any
inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: ***
I am rejecting this response because:
II be happy when I get the product as advised per transaction! Only till then!
Regards,
*** ***