Samsung Electronics America Inc.

Samsung has reviewed Mr. [redacted] claim in regards to the free Virtual Reality headset promotion with purchase of the Galaxy S8 phone.  Our system shows Mr. [redacted] was sent the entertainment bundle because the receipts he provided did not show a preordered purchase and he was outside the...

purchase area for the Virtual Reality headset promotion. Nevertheless, the Promotions Team made an exception and sent Mr. [redacted] a return label for the bundle and will process a Virtual Reality headset.  However since the Virtual Reality headsets are of stock, Mr. [redacted] will be sent a Samsumg.com code in the amount of $130.00 instead to purchase it directly.  We apologize for any inconveniences and delays the customer may have experienced with this case.  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. The company has already reached out to me and went above and beyond making it right.
Regards,
[redacted]

Samsung has attempted to contact the customer regarding their Refrigerator. Unfortunately we have not heard back from the customer.  Please have the customer contact us at [redacted].com 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

Samsung account history is based on direct contact with Samsung Customer Support via ###-###-####, or previous repair service which means a service ticket number would be linked to the customer account. Service Tickets are processed via direct call to Customer Support, or created by the consumer on line at [redacted].  Samsung does not have any record of contact made via these channels.
As explained, in order for Samsung to provide assistance we would require evaluation of the product.
Thank you

Complaint: [redacted]
I am rejecting this response because:
the phone was delivered Nov 17th this is the [redacted] tracking number: [redacted]
Regards,
[redacted]

Samsung has reviewed Mrs. [redacted] complaint in regards to a refund for her microwave.  Our system shows a refund check in the amount of $359.00; reference Txt# [redacted] was issued on 9/14/17 for the unit.  Please allow 7-10 business days after the check has been mailed to receive...

it.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Unfortunately, the complaint is still on going. We received the television today, but it had no screws to put the television on a stand. I called Samsung and after 20 minutes of answering one question at a time and then put on hold each time I was denied the missing parts. I was told that l have to prove that I purchased the television I had just received from Samsung, in order to get the missing parts.
This is a total waste of time as Samsung just replaced the television AND NOW I need to prove I purchased the device. I believe Samsung is 1) making it difficult to deal with them, 2) they have written off the problem as no longer THEIR problem, and 3) they are forcing me to re-dig out a receipt from 6 MONTHS AGO and then they will takes weeks to respond to the email!
I contacted Costco to let them know that the problem is not resolved and Samsung is not taking responsibility for sending us a television with incomplete parts. We now have a television that we can not use and we have no idea if Samsung will EVER send us the needed parts. What is the use of having the television if we can't USE IT! .

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review.  However in Mr. [redacted] case, the agent handling the claim previously advised him that the warranty on his phone is for service.  The agent also advised him that if he was still having issues with the device, he would need to proceed with service.  The agent attempted to contact Mr. [redacted] again today, 6/02/17 but was not able to reach him.  If Mr. [redacted] would like to proceed with service at this time, please have him contact the agent for further assistance.  Other than the aforementioned, no further accommodations will be made for this claim.  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 claim. Under the coverage section of the Samsung Standard Limited Warranty the original product must be returned to Samsung in order to receive warranty service.  Without a physical device to evaluate Samsung...

cannot determine a cause for the issue and provide resolution. Thank you

Complaint: [redacted]
I am rejecting this response because: the email I received from Samsung basically said they would not replace the defective unit and tried to say that there was not enough ventilation around the refrigerator.  That is not at all correct. The technician that came out twice to my house specifically told Samsung (I was standing right next to him when he was on the phone and there was someone else here as well!) that there was plenty of ventilation and that was not the problem. He stated that he had seen this problem before, it was a problem with the refrigerator, not the amount of space around the unit. He said there was sufficient space around the unit. They are trying to make excuses so as not to fix/replace the unit and the cabinetry. 
And I did respond to the the email they sent me.  
 
Thank you!
 
[redacted]
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] claim in regards to his television.  The agent handling his claim called him 3/02/17 and advised him that they had reviewed his file and would submit it for a multiple review.  The agent advised Mr. [redacted] to allow 1-2 business days after the...

review has been completed for a reply to the request which Mr. [redacted] understood and agreed.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung sent the wrong item for a promotion. When contacted they told me "sorry there is nothing we can do to correct the error." After a lengthy conversation the customer service rep. said a manager would contact me within 48 hours. 3 days later still waiting. Samsung thinks the customer should be held responsible for Samsung's errors. Totally dishonest company. Don't believe anything they advertise.

According to our files, Samsung has contacted the customer regarding his Revdex.com complaint. Based off of our customer service records, we do not have any record of a cancellation in the system therefore the order shipped. Unfortunately, we are unable to refund the shipping and...

handling costs. Currently, the order is pending refund once the product is returned the customer’s account will be credited. We have offered the customer a e-gift card code for a future purchase on sasmung.com.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung and ask for the E-Commerce department at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday.  Thank you.

Samsung has contacted the customer regarding their smart phone. The customer has been sent a replacement device and we are currently awaiting the return of the incorrect device. 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

Complaint: [redacted]
I am rejecting this response because:
This is in no way helpful to my complaint. All they did was give the number to their customer service, which simply goes to a robot...

answering machine and is almost impossible to reach a live person. When I finally reach a live person, they have no idea how to help me connect my phone IMEI with my samsung protection plus contract so that I can get coverage. This is an absolutely insulting response that proves Samsung did not even read my original complaint or take any steps to attempt a resolution.
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] complaint in regards to his Note 7 refund.  Our system a refund in the amount of $947.26; reference refund number [redacted] was issued for the product.  Please allow 3-5 business days for the funds to be reflected back on the account.  Thank you...

for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Thank you for your inquiry. We do understand your distress concerning the repair of your handset. However, Samsung does not provide loaner phone service to customer. Please contact your service provider for loaner phone service.

Our files indicate that the customer’s request regarding her Samsung television has been reviewed an additional time per customer rebuttal request.  We have set up a one-time full free of charge repair accommodation to cover the cost of repair for white dot issue only. We have adidiotnaly explained to the customer that should the unit require any other additional parts, the servicer will provide an estimate for repair and the customer will be responsible for repair costs if they choose to continue with repair(s). The service transaction is 4[redacted] and the servicer will contact the customer to schedule repair.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted]7. Thank you.

Samsung has contacted Samsung Pay regarding your concerns. Please state which gift card is preferred from the promotion and provide the IMEI number for the device....

Available gift cards:
 
•           [redacted]
•           [redacted]
•           [redacted]
•           [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. Thank you

Samsung has reviewed Mr. [redacted] claim in regards to his washer.  Our system shows the agent who handled the claim spoke with Mr. [redacted] on 6/06/17 to discuss the claim further.  The agent informed Mr. [redacted] that the Home Label Kit he needed for the TLW Recall (already...

completed) repair will be resent to him.  The agent advised Mr. [redacted] that it may take up to two weeks for him to receive the overlays in the mail. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you