Samsung Electronics America Inc.

Samsung has reviewed Mrs. [redacted] complaint in regards to her dryer.  Our system shows the agent assigned to the case made several attempts to contact Mrs. [redacted] by phone but have been unsuccessful in reaching her.  The agent left voice messages for Mrs. [redacted] with their...

contact information to return the call for further assistance.  Please have Mrs. [redacted] return the agents’ call at her earliest convenience if she still needs assistance with her claim.  Thank 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 Television. The unit has been deemed physical damage.  Unfortunately, physical damage is not covered...

under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility.   We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted].  Thank you

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the customer has been rejected b y [redacted]twice for No CTN Activity Match, meaning that “Based customer input no internal [redacted] record of the account; customer may have transposed a # or input the wrong mobility account...

/ TV info”. She should have received an automated email instructing her on which steps to follow to rectify this situation. 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. Thank you

While I am given no choice but to send my phone back, this whole process is entirely unacceptable. Not only will I again be without a cellphone  (last time was SEVERAL WEEKS), I am also out an additional $20.00 for the second screen protector I was forced to purchase due to sending back unit twice now. I demand a brand new unit as Samsung should not fraudulently  be selling defective units as new functional units. They do not stand behind their products and must be held accountable for their unethical business practices. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Upon further review of Mr. [redacted] complaint, our system shows the agent assigned to the claim spoke with him on 11/07/17 to further discuss the case.  The agent advised Mr. [redacted] that when moisture or other residue (such as leftover detergent or other additives) is trapped in a dark place, it promotes the growth of bacteria, mold, and mildew that cause unpleasant odors. This can happen anywhere and in any space that seals in moisture. All washing machines (not just Samsung) require routine maintenance and cleaning to prevent odors and other issues including mold and mildew.  The agent informed Mr. [redacted] that this type of issue is considered a maintenance issue, is not caused by the functioning of the washer itself and is not considered a manufacturing defect.  As such, services for this issue would not be covered under the manufacturing warranty.  The agent further advised that unfortunately any costs relating to this issue would be an out of pocket expense.  Samsung previous resolution remains unchanged.  Regrettably, no accommodations can be made for this claim.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Complaint: [redacted]
I am rejecting this response because:
We were contacted by Samsung. The only time they would schedule a repair would require a 3rd day to be taken off work, without compensation, yet again. The only gift card offered was to be redeemed on a Samsung product. The call was then disconnected. We were unable to return the phone call using the number we received the call from. Our machine continues to be broken. We have had to spend an additional $400 purchasing a used machine from a private seller. 
Regards,
[redacted]

Samsung has attempted to contact the customer regarding their dishwasher. Unfortunately, the customer has not been available and we have not received a response back. Please have the customer contact us at [redacted] 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 # [redacted]. Thank you

Upon further review of the customer’s file, the customer will receive the tracking number once the prize has shipped. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

Complaint: [redacted]
I am rejecting this response because:  Here we go again.  As stated earlier Samsung should have change their spec on this model when they knew it was wrong(apparently it was wrong from the beginning). Every site I visit says the same thing in regards to the divider.  If this cannot be resolved I have no choice but to turn this matter over to the PA State Attorney's Office for false advertising since the divider was never given with my model(according to Samsung) and Samsung advertised that it was.  I cannot believe that Samsung would put that in their advertising and then never installed the divider.  Hiding behind  "Actual color may vary. Design, specifications, and color availability are subject to change without notice" quote means it had to be installed in the rf18 in the first place  - it would have been wrong from the beginning   Nothing was changed -- the divider was never installed according to Samsung.  I wonder if anyone from Samsung ever tried to load or try to retrieve anything from a loaded freezer bin - probably not - I join the ranks of another dissatisfied customer of Samsung. 
Regards,
[redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung refrigerator. We attempted to contact the customer via email and telephone with no success. In order to evaluate the customer’s request, we have requested for her to send us a copy of her itemized food list so that...

we can review for consideration. Currently, we are waiting for the customer’s response. We will continue to monitor this case to ensure resolution. 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 # [redacted]2.  Thank you.

Samsung has contacted the customer regarding their Blu-Ray player. The customer has been offered a refund and the customer has accepted under transaction...

# [redacted]. 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 # [redacted].  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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me but I am tired of going back and forth with Samsung. I am very disappointed in the way things were handled. I am very disappointed with the service I have received. When a company is supposed to offer top of the line products you would think they would offer their consumers top of the line service and solutions when there are problems with their products. 
Regards,
[redacted]

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review.  However in Mr. [redacted] case, he was previously advised that E-Commerce cannot assist him with his [redacted] Financing issues and is not able to link his accounts from their end.  E-Commerce is not affiliated with the financing application process and any financing information is accessed and completed through [redacted].  Please have Mr. [redacted] contact TD Bank directly for further assistance with any financing inquires in regards to his account.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

As per Samsung e-commerce division the customer placed an order for a Samsung Galaxy Note 7 device on 8/24/2016. The customer is stating she has returned the recalled device but has not received his refund. The customer's replacement order was cancelled. I have reviewed the customer's order and I...

see that a full refund has been submitted and successfully credited back. The funds were successfully credited back on 1/2/2017. We apologize again 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 thru Friday.  Thank you

Samsung has reviewed Mrs. [redacted] claim in regards to her washer.  Our system shows a refund request in the amount of $494.00; reference Txt# [redacted] was submitted for the unit.  In addition, another refund request was submitted on 4/03/17 in the amount for $75.09; reference Txt#...

[redacted] for the taxes (calculation error) left off the original refund.  Once the 2nd refund has been issued, please allow for 7-10 business days after the check have been mailed to receive it.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon further review of the customer’s file, the customer was sent a response from [redacted] regarding their concerns. Please see below.
Dear [redacted],
 
I understand you would like to have a SDHC 32GB EVO+ Memory card sent out to you. We are pleased to see that you are interested in our Samsung products. We would love have this item sent to you; however, we do not currently have these items available directly from Samsung.  This is why a promotion code was provided to you in amount of the product. We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand. Have a great day.
We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you.

Samsung has contacted the customer regarding her Television. Customer was offered a FOC Repair accommodation and the customer has approved. The customer has been set up for a repair and will be contacted by a technician. We apologize for any inconveniences and delays the customer may have...

experienced with this case. For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case#[redacted].  Thank you

Samsung has contacted the customer regarding their Blu-Ray Player. The customer has been offered a full refund under transaction # [redacted] and the customer has accepted. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries,...

please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you

Samsung has contacted Prizelogic regarding the customer’s concerns with VR promotion. As per Prizelogic, the customer’s estimated ship date is 4/1/2016. The PO has been...

created with Ingram, the record has been sent for fulfillment, once tracking becomes available it will be emailed and display the status checker. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday.  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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]     This issue will not be considered fully resolved until I ve actually received a visit from a service tech and m  tl