Samsung Electronics America Inc.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. If a product is deemed out of warranty by date a proof of purchase receipt is required. If the receipt shows the product was purchased within the warranty’s one year time frame service will be...

rendered. If the phone was purchased outside of the one year time frame payment would be required. Please note, if during repair the repair center finds physical damage to the product then payment would be required.  If liquid damage is found the phone may be denied service and returned to the consumer unrepaired. If a device is received with the Reactivation Lock activated the phone may also be returned without repair until the reactivation lock is removed. Based on our records a proof of purchase receipt has been received, and approved.  The product will go through the normal repair process.  If additional information is required you would be contacted directly. Thank you

Complaint: [redacted]
I am rejecting this response because:
No one has called me or contacted me at all. So this is so untrue. and very much disappointed with this product and this company. This is my FINAL attempt with this matter.
Regards,
[redacted]

I’m unable to update this information on your website. I just want to make sure you update this file to reflect satisfied. Samsung resolved  the issue to my satisfaction three weeks ago to date. Thank you for assisting me with this matter.

Samsung has contacted the customer regarding their refrigerator. The customer confirmed the refrigerator was returned and therefore there will be no accommodations for a...

refund. 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

Dear Mr. [redacted],
 
Thank you for contacting Samsung Electronics of America. Your feedback is important to us as it allows us to better understand how we can improve our and your customer service experience.
 
We have received your letter regarding your Samsung Refrigerator and we appreciate the opportunity to respond. We apologize for any inconvenience you have experienced.  We were unable to locate any previous communication with our customer service with the information you have provided.
 
Please provide your customer service ticket reference number and serial number so that we may better help you. We understand your frustration and apologize for delay and look forward to helping you.
 
 
Regards,
Samsung Electronics America, Inc.
[redacted]

Samsung has reviewed Mr. [redacted] complaint in regards to his refrigerator.  Our system shows the agent who handled the complaint submitted service request; reference Txt# [redacted] for a FOC (free of charge) repair on the unit.  An ASC agent has been in contact with Mr....

[redacted] to schedule the repair.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Upon further review of Mr. [redacted] claim, our system shows that the unit has been deemed physically (concealed) damaged which is not covered under Samsung’s Limited warranty.  Mr. [redacted] has been advised that due to the physical damage, the cost to repair the unit would be at his own expense.  The agent who handled the claim offered Mr. [redacted] the option to proceed with OOW (Out of warranty) service, however he declined the request.  Regrettably, Samsung’s stance remains the same.  Due to the physical/concealed damage to the unit, no accommodations can be made for this 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 fails to disclose the actual status of product, and rather accepts order. If they work on DEAD system, then how come price gets updated immediately, where as the qty is not updated on need basis? I would want the company to re-look into their so called DEAD system, to ensure customers are not misled into buying a product which is not in stock or back-ordered by properly displaying the status of the product. Samsung is kind of playing foul game in US by advertising a lower price, getting customer attracted to their website, place order, and then either cancel the order or delay it purposefully saying its due to massive order resulting into customers either cancelling their order because of delays or Samsung cancelling the order. They have done that in the past as well. I would like Samsung to compensate me for the delays and if they cant fulfill the order, then compensate me for the difference which I can use to buy from other website which has the stock like bestbuy. Samsung is not fulfilling the order @ $199, and since Betsbuy is selling for $349, then samsung should compensate me $150 - only when they are not fulfilling and cancels my order. If not, then fulfill the order and compensate me for the delays.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It took over a week for Samsung to get a repair person to my house----that is God-Awful service!! My dryer is still making a loud humming noise after the repair and I will be calling to have it serviced again.  But at the heart of the matter is this: warranty work should not take over a week to schedule; if it does, then maybe Samsung should get more technicians to repair their sub-par appliances.  Who in this world has 9 days to sit around and wait for repairs on products that are not even a year old?!??  I'm really glad to hear Samsung is "sorry" for the inconvenience I experienced; I guess they were not "sorry" enough to contact me and/or rectify things in an actual, real-world timely manner.  Pathetic!!!  Shame on Samsung!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because the company mislead me as the consumer in purchasing a matching set and after 3 months of ownership the company is not offering any remedy when one of the matching pieces is no longer available due to a reason beyond my control.  Samsung convinces you to buy their product based upon the look of a matching washer and dryer set for a new home and when their product fails, no adjustment or credit is given to make the consumer "whole". 
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] claim in regards to his Samsung Galaxy S7 Edge Silver phone he returned for a refund.  Our system shows a refund check in the amount of $796.86; reference Txt# [redacted] was issued on 7/20/17 for the device.  Please allow 7-10 business days after the...

check has been mailed to receive it.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has contacted the customer regarding their Washing Machine. A Samsung Representative has offered a one-time FOC Repair and the customer accepted (transaction [redacted]. The parts requested by the technician have been ordered and the customer will be notified once it arrives. 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

Complaint: [redacted]
I am rejecting this response because:
The Samsung 3rd party technician (company: [redacted]) attempted to troubleshoot the issue on 2/18/2016. Unfortunately, the technician was unable to resolve the matter and was not able to determine the root cause of the issue.  At this point, we would like a full refund for the television as of the main features of the tv, displaying 4k resolution, is not working as advertised.  
Regards,
[redacted]

Samsung has reviewed Mr. [redacted]’ claim in regards to his S7 Edge and Gear 2 watch.  Our system shows the agent handling his claim spoke with him on 4/17/17 and offered a repair on the device as well as a FOC (Free of Charge) repair on his watch.  The agent is waiting for Mr....

[redacted] to provide the model and serial number for both devices for to submit the request for service.  Please have Mr. [redacted] provide the agent with the required information if he wishes 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:  I recall receiving a voicemail but I couldn't understand the caller.  The only thing that I understood about the message was something about " has there been an injury due to this problem".  I can be reached at [redacted].  I was offered a one time repair and the repair did not fix the problem, and...I paid $25 for the part.
Regards,
[redacted]

[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 accept the out come. However, Samsung lied about rebate and only offered to fix the machine after filing this complaint. I will never buy a Samsung product again.
Regards,
[redacted]

I am rejecting this response because: CRACKS TO THE DRY DRUM CAUSED THE FAILURE OF THE UNIT, WHICH CLEARLY SHOWS THE PROBLEM IS FROM EITHER ITS MANUFACTURING PROCESS OR DESIGN FLAWS. SAMSUNG HAS TO LISTEN TO A FAIL CASE LIKE THIS TO IMPROVE THEIR PRODUCTS, BUT VERY BAD THEY DON'T WANT TO DO SO. NO SAMSUNG PRODUCTS ANYMORE. SEE ATTACHED PICTURE.

Dear Ms. [redacted]: Thank you for being a valued Samsung customer. We apologize for the inconveniences you are experiencing in regards to the Trade-in promotion. Our E-Commerce Group is currently looking into the complaint but in order to be able assist you further, they need the order number associated...

with the trade-in device. Please provide the order number and any additional information for the E-Commerce Group to be able to locate your account and assist you with your claim. Sincerely, Samsung Office of the President

Samsung has contacted the customer regarding their concerns with their washer and dryer set.  Mrs. [redacted] was offered a return back to the place of purchase in...

which she accepted. The request was submitted and approved on 01/28/2016.   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

Complaint: [redacted]
I am rejecting this response because:
The order was placed on 3/16/16 and it has been 8+ weeks since the order was placed. Furthermore, the response we received on 4/16/16 from [redacted]/Samsung gave us a restocking date of 4/29/16. We are yet to receive either chargers. We are requesting that Samsung ships an equivalent product Fast Charge Wireless Charging Stand, Black Sapphire EPNG930TBUGUS if they're unable to fulfill our order by 5/20/16.
Regards,
[redacted]