Samsung Electronics America Inc.

Samsung has contacted the customer regarding their refrigerator. The customer has been offered a onetime free of charge accommodation and the customer has accepted. The customer is being set up for repair under transaction # 4137281991. 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

Samsung has reviewed Mr. [redacted] claim in regards to his phone.  Our system shows the agent handling the claim spoke with Mr. [redacted] on 6/09/17 and offered to assist with sending his device in for service to be unlocked.  The agent requested proof of purchase or proof of...

activation to document ownership of the device.  Mr. [redacted] sent the agent a screen shot of his billing history and was advised that this would not suffice as proof of ownership.  As of today, the agent has not received any additional information from Mr. [redacted] to be able to proceed with the service offer.  Please have Mr. [redacted] provide the agent with the required documentation in order to proceed with service for the device.  If Mr. [redacted] cannot provide proof of purchase or activation, no accommodation can be made for this claim.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WF45H6300AG/A2. We have requested for the customer to provide to us a copy of their original purchase receipt and invoice from Home Depot for further review. Currently, we are waiting for the customer’s...

reply. We will continue to monitor this case to ensure complete 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, Monday through Friday and refer to case # [redacted]1. Thank you.

I find it interesting that it was not at their place long enough to cause corrosion yet in the small amount of time I had it in between them fixing it, I did. lol. It only takes a second to spill something on my tablet. Which proves it is possible and likely they spilled something on my tablet.Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] compliant in regards to his refrigerator.  Our system shows the agent who handled the complaint made several attempts to contact Mr. [redacted] by phone but was unsuccessful in reaching him.  The agent sent Mr. [redacted] an email advising him that Samsung...

will not be able to fulfill his request for a refund for the unit.  The agent explained in the email that the unit has been OOW (out of warranty) since 2/29/16 and any repair charges would be at his expense.  Regrettably, no accommodations can be provided for this claim.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

This claim has been directed to the appropriate parties and direct contact will be provided.Thank you

Samsung has reviewed Mr. [redacted] claim in regards to his phone.  Our system shows the agent handling his claim submitted a service request; reference Txt# [redacted] to repair the device.  The agent sent an email on 5/16/17 reminding Mr. [redacted] to provide the receipt showing...

proof of purchase in order to proceed with the repair.  As of 5/31/17, the agent has not received the requested receipt to complete the repair request.  Please have Mr. [redacted] email the agent the receipt at his earliest convenience in order to proceed with the claim.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Complaint: [redacted]
I am rejecting this response because: Samsung needs to provide more evidence that is a physical damage rather then saying it based on assumption. There are many other consumers facing the same issue at the moment. Giving excuses like comparing the car windshield with an  apple and  an orange witout having proper investigation and having full proper diagnosis coming to conclusion is against business ethics. Please kindly resolve my issue as soon as possible.
Best Regards,
[redacted]

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, the customer will be contacted in regards to receiving a charger replacement. 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 to address their concerns regarding their Samsung Refrigerator. We have advised to the customer that based off of our customer service records, we show that a refund is set up for her and approved. We explained that we will add the taxes to her refund but...

that she would be responsible for disposal. The customer asked us for compensation for some food loss. We explained that our warranty outlines that we do not cover the loss of food but as a courtesy we offered the customer $200 compensation for her loss. We updated her refund file and advised that our refund department will reach out to her shortly to complete the 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 # [redacted]6. Thank you.

Upon receipt of Ms. [redacted]’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional time. We do sincerely apologize for this unfortunate situation but our original response will not be modified. Our product support team verified that there is no other way for the copper tubing to be effected the way it is without environmental influences. Our limited warranty does not warrant environmental damages. With this being said, any repair or replacement needs is Ms. [redacted]’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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]4.  Thank you.

Upon further review of the customer’s file, Samsung has contacted the customer regarding their Television. The customer has been set up for repair with a technician on 4/28/2016. 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

We ordered a TV on 11/30/15. Samsung shipped the TV on 12/3/15 and we were informed we should have it no later than 7 business days. Samsung's contractor lost/stole the TV as it was missing. We called the 800 who cares number repeatedly to only be told that until the investigation is done and Samsung is reimbursed by their contractor, we wouldn't get a new TV shipped to us. We informed Samsung that this has nothing to do with their direct customer and we couldn't help that their contractor got sticky fingers. We asked repeatedly to speak with a supervisor - none were ever at work. One of their reps actually told us "that's what you get for ordering something during the busiest time of the year." Really? We finally filed a complaint with the Revdex.com and FTC as we spent nearly 10 hours on the phone dealing with their mnic "customer" service staff. The TV was a present for our 3 sons. Samsung didn't care. After we filed the complaint and were notified that the complaint was forwarded to Samsung a TV appeared at our door on 12/31/15. Unfortunately this was a week LATE for Christmas. Here's the biggest problem. Samsung's response to the Revdex.com was that they CALLED us and informed us that a new order was placed and would be delivered. Per typical Samsung, it was a lie. They never called us, never apologized and most certainly have extremely POOR customer relation skills. Hung up on repeatedly after being on hold 45 minutes every time we called, being told no supervisor was available or they didn't have one. Apparently Samsung's ship is be run by the inmates of the asylum. Samsung should be investigated for their ridiculous customer service operations. It appears they train their customer service members to NOT give anything to the customer in hopes that they will go away.....I'm filing more complaints. What a BS way to run such a large corporation. My other question is.....how the heck are they an A+ rated company on the Revdex.com website. Some things still amaze me...

Samsung has reviewed Mr. [redacted] claim in regards to his Note 7 refunds.  Our system shows Mr. [redacted] returned both devices (original and replacement) and a refund in the amount of $963.59 was processed today 5/9/17 for the devices.  In addition, Mr. [redacted] was compensated with a $50...

promotional code for the inconveniences this matter has caused.  The promotional code request was also submitted on 5/09/17 and will be emailed to Mr. [redacted] once it is generated in the system.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WF56H9100AG/A2. We have offered the customer two options, first is to either do an onsite exchange or second a buyback (refund). Currently, we are waiting to hear back from the customer with their...

decision. 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, Monday through Friday and refer to case # [redacted]3.  Thank you.

Upon receipt of Mr. [redacted]’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional time. In an effort to resolve this complaint, we offered Mr. [redacted] part(s) accommodation leaving him responsible for any trip/labor fees. The customer indicated that he would like to think it over. Mr. [redacted] has been provided the estimate for the labor charges as well and we are currently waiting to hear back from him.. 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.

I am rejecting this response because:
I've had this handset for less than a year, specifically seven months. I've had to send this in twice for repairs, and the issues are still not resolved. I want a working phone, the one I have is defective. In the same warranty you are referring me to, it also states Samsung CAN replace handsets. Please, provide a replacement because this product has been proven to be defective twice, and this time the third time.
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 [redacted]. I find that this resolution is not truly satisfactory to me. The vacuum part in question failed. The part was not damaged through use or any form of misuse.  Nevertheless, I will accept Samsung's response and alter my future purchases accordingly.  This issue has been drawn out over months, requiring hours of my time on the phone and writing emails.  I have no interest in pursuing it any further.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: unacceptable
Regards,
[redacted]

Dear Mr. [redacted]:Thank you for being a valuable customer.  We apologize for the inconveniences you experienced trying to obtain the S8 promotional bundle. Our Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem...

your promotional item.  Sincerely,Samsung Office of the President