Samsung Electronics America Inc.

Samsung has reviewed Ms. [redacted] complaint in regards to her dryer, microwave and range.  Our system shows a refund in the amount of $370.47; reference Txt# [redacted] was submitted on 8/22/17 for the range.  On 9/01/17, Ms. [redacted] was sent a Refund Payment...

Requested e-mail informing her that the refund is being processed for payment.  On 9/04/17, Ms. [redacted] was also sent a Refund Payment Processing e-mail informing her that the refund is being processed to be issued.  Once the check has been issued, Ms. [redacted] will receive a Refund Check Issued e-mail informing her that the check has been issued for payment. In regards to the dryer, the agent submitted a service request; reference Txt# [redacted] for the unit which was in warranty and advised Ms. [redacted] that if she is seeking service for her OOW units, she will need to pay out of pocket for the service. 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 Refrigerator. The customer is being set up for a refund 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, to replace my camera,  is satisfactory to me.

[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; HOWEVER, I am in the process of obtaining a legible bill of sale from the merchant ([redacted]) and it could take 7-10 days to receive.  Once I receive this, I will forward. 
Regards,
[redacted]

Upon further review of the customer’s file, the customer has with the Attorney General regarding their refrigerator and we are currently working on this case with our legal department.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has reviewed [redacted] complaint in regards to his phone.  Our system shows the agent assigned to the claim spoke with [redacted] on 3/27/18 to discuss the case.  The agent submitted a service request; reference Txt# [redacted] and sent [redacted] a UPS shipping label;...

reference [redacted] tracking # [redacted] in order to send in the device for service.  Please have [redacted] check his email (including SPAM/Junk folder) for the shipping label and send in the device at his earliest convenience in order to proceed with the claim.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

As per Samsung telecommunications division regarding Mrs. [redacted] claim. When attempting to contact Mrs. [redacted] on 10/03/16  a gentleman...

answered and a message was left with him. An email was also sent to Mrs. [redacted] advising that the phone must be evaluated prior to resolution as per warranty.  A second attempt to contact Mrs. [redacted] was made on 10/05/16 .  Please contact Samsung at your earliest convenience so that we may assist.  We are available Monday – Friday 9am – 6pm EST. Thank you

Samsung tries to accommodate our consumers as best as we can through this process. However, the rebate policy does state compensation for installation and removal/haul away fees has to be itemized on the receipt.  In Mrs. [redacted] case it is not listed but as a one-time accommodation, Samsung is offering a $25.00 [redacted] gift card as compensation.  If Mrs. [redacted] accepts, she may email [redacted] on further instructions on how to receive the gift card.  We again apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mrs. [redacted] claim in regards to her washer.  Our system shows the unit was set up for repair; reference Txt# [redacted].  The agent handling her claim spoke with her on 4/18/17 and she confirmed she received the parts for the repair on 4/19/17 with [redacted]...

[redacted].  The agent advised Mrs. [redacted] to proceed with the repair of the unit and if she has any further issues, to contact them directly for further assistance.  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 Television. Based off of our customer service records, we show that an exchange has been set up for the customer on 6/17/2015. The customer accepted the exchange and we explained the total estimated time for...

the exchange to be compelted. 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 smart phone. The customer has been set up for repair under transaction #[redacted] and the repair was completed on 12/13/2016. We apologize for any...

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

Samsung has contacted the customer to address their concerns regarding their Samsung Television. We have advised to the customer that our product support team has determined that the unit has physical damage. We then explained that physical damage is not covered by our limited manufacturer’s...

warranty. Will this being said we will not be able to honor the customer’s requests for a 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]6.  Thank you.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN65HU9000FXZA. We have addressed Mr. [redacted]’s concerns and have advised that we would be more than happy to get him the compatible version. We have requested for him to confirm the pack’s model and...

serial number as well as provide us a copy of his purchase receipt. Currently, we are waiting for his reply. 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].  Thank you.

Revdex.com:
I have been contacted and do accept someone coming to evaluate the issue, but I was not told when that would happen.I do not accept this response as a resolution.  Having someone look at the problem does not resolve the problem.

Samsung has contacted the customer regarding their Television. The customer has been set up for an exchange 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case[redacted].  Thank you

Samsung has reviewed Mr. [redacted] complaint in regards to his refrigerator.  Our system shows the agent who handled the complaint contacted Mr. [redacted] on 8/25/17 via email and advising that Samsung will not be able to reimburse for any OOW repair costs.  The agent explained that any...

repair costs outside of the one-year manufacturer’s warranty are the responsibility of the owner. Mr. [redacted] was unsatisfied with the resolution but acknowledged that Samsung would not be reimbursing any OOW repair costs.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has reviewed Mr. [redacted]’s complaint in regards to his Samsung Mini-Split HVAC unit.  Our system shows the agent assigned to the claim emailed Mr. [redacted] and requested the model and serial numbers for the unit.  Mr. [redacted] emailed the agent the requested information and it...

showed that the unit was not serviced by Samsung, but it was serviced by Quietside. The agent contact Quietside on behalf of Mr. [redacted] and spoke with a representative who advised that he needed to visit samsunghvac.com in order to locate a service provider in his area to service the unit.  The representative also advised that if Mr. [redacted] has a hard time locating a servicer, he can contact them directly at ###-###-#### for further assistance.  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:they offered a manufacturer warranty after the fix of the recall and there are repairs that still need to be fixed with this machine and should be covered under the warranty now.  Very disappointed in Samsung as I paid $1100 for this machine and it only lasted 5 years  if that is how they wish to stand behind their name that is awful as I have purchased several of their electronics.  Now I am left with no choice but to purchase a new machine and it will not be a Samsung 
Regards,
[redacted]

Samsung has contacted the customer regarding their concerns with their microwave.  The customer has been offered a full refund for her unit and the process has already started(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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you

Samsung has contacted the customer via telephone and left a message for the customer regarding their refund. The customer has been informed of the refund...

tentative date and should be received in 10- 14 days. 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