Samsung Electronics America Inc.

[redacted]
I am rejecting this response because:
I accept the company's offer for repair, but I want the response to acknowledge that my tv was repaired by Samsung last January and broke within a year of repair. I have attached a screenshot of the email and the ticket number provided.
Regards,
[redacted]

Samsung has contacted the customer regarding their smart phone. The customer has been set up for a one-time free of charge accommodation and has been sent a shipping label to retrieve the 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

Samsung has reviewed Mrs. [redacted] complaint in regards to her washer.  Our system shows a refund in the amount of $722.60; reference Txt# [redacted] was submitted for the unit.  The acceptance documents required to process the refund was received and uploaded on 10/11/17 into the...

system for review.  Once approved, Mrs. [redacted] will receive a Refund Payment Requested e-mail to the email on file informing her that the refund is being processed for payment.  Mrs. [redacted] will also receive a Refund Payment Processing e-mail informing her that the refund is being processed to be issued.  Once the check has been issued, Mrs. [redacted] will receive a Refund Check Issued e-mail informing her that the check has been issued for payment. In regards to Mrs. [redacted] request for compensation for the towels, the agent assigned to the claim spoke with her on 9/29/17 and informed her that unfortunately Samsung will only refund her for the unit and that Samsung will not be able to provide reimbursement for the towels no longer in her possession.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Under the coverage section of the Samsung Standard Limited...

Warranty physical damage is not covered. Samsung cannot speculate at what point of contact may cause physical damage to a device.  Although the phone may be of a durable build, the product is still manufactured of glass which is subject to damage if dropped. Samsung cannot honor the request of replacement, nor free of charge repair for either device.  However, as a one-time courtesy we can offer to repair each phone at a discounted rate of $70.31 per phone.  To complete this repair the following information will be required to process a new Service Ticket: Phone [redacted] (both devices) Thank you

As per [redacted] Mr. [redacted] was denied for not having activated Samsung Pay within the promotion timeframe. The customer did not appeal his status through the Samsung Status Checker available online, therefore his status was not overridden.  The customer has written into [redacted]...

helpdesk once and received a response directing him to the site to appeal his status if he did not agree.  Since [redacted] did not receive an appeal his submission was not re-processed.  [redacted] has appealed for him and will fulfill his gift with the next batch of codes.   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

Samsung has reviewed Mrs. [redacted] complaint in regards to her Samsung Gear S2 watch.  Our system shows the agent assigned to the complaint advised Mrs. [redacted] that the BER (beyond economical repair) for liquid damage to the device is irreversible.  The agent apologized for the...

misinformation provided by a previous agent and offered Mrs. [redacted] a $50.00 E-gift card as an accommodation which she declined.  Regrettably, due to the device being deemed BER, 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.

According to our files, Samsung has contacted the customer regarding his recent purchase. Samsung has advised to the customer that his order for the WAM 550 speaker has been fixed and processed on 4/1. We have been trying to reach the customer via telephone and email but with no success. We would...

like to offer the customer a $50 coupon code for customer satisfaction. Please have customer contact Samsung directly to complete and accept this offer. 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 ask for the E-Commerce department.  Thank you.

Complaint: [redacted]
I am rejecting this response because:
I did speak to Samsung and they have agreed to repair my phone under warranty. I have sent my phone in for repair again as agreed. However [redacted] shows Samsung received my phone but a week after receiving it they don't know where it is. They said it could be in the process of being repaired. They said I should have my repaired phone within 5 business days if the repair department has it. At this point I will wait the 5 business days and hope I get it back. Based on others experiences I am not confident. I will provide another update after I hear back from them. 
Regards,
[redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung Washer. We have advised to the customer that based on our research of his file he was offered a one-time free of charge repair accommodation. The customer confirmed and also advised that the unit has been...

repaired. 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]0.  Thank you.

Samsung has contacted Mr. [redacted] regarding his concerns with his dryer.  We apologize for any inconvenience this issue may have caused.  At this time a refund for the dryer has been submitted and approved under transaction number [redacted] in the amount of $379.  Once all required...

documents have been received the refund will be submitted for final processing and the refund will be sent to Mr. [redacted].  We apologize again 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.
Please be advised your concerns have been forwarded to the appropriate parties and a representative will be in contact with you within 24-48 business hours.
You may also...

continue contact directly at [redacted] or by email at [redacted]
Thank  you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.We have reviewed the evaluation results and confirmed the product was not repaired due to the fact the phone received was determined to be a Demo/Display Unit.  Samsung cannot complete repairs to...

the device because this is a security issue due to the fact the phone was not to be sold.We would suggest contacting the seller directly for resolution to this matter, or you may contact your Service Provider for assistance.Thank you

As per Samsung telecommunications division a free of charge repair has been authorized for repair of the Gear product. A next day UPS E-label has been provided for return of the Gear to RSI. 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 and refer to claim# [redacted].  Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Our records indicate the band exchange order for your product was fulfilled, and item will ship via UPS tracking [redacted]. We do apologize for the delay, however, agents are...

unable to confirm accurate delivery time for inventory. Samsung does not have the ability to control shipment and delivery time when inventory is ordered. Samsung cannot warrant the replacement of your products, however, as previously mentioned the exchange order has been fulfilled. Thank you

Samsung has contacted the customer regarding their Blu-Ray Disc Player. The customer was informed he has the latest firmware and would require service.  The serial...

number has been requested and we are waiting on the customer’s information. 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]’s complaint in regards to the Note 7 to Note 8 promotion.  E-Commerce has advised that Mr. [redacted]’s information was sent to our Note 7/Note 8 Promotional Team. Per the Promotional Team, please allow 7-14 business days to receive the Note 8 promotional link via...

email. 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] claim in regards to his television.  Our system shows the agent who handled the claim spoke with Mr. [redacted] on 6/12/17 to discuss the claim.  The agent advised Mr. [redacted] that upon review of his account, it showed he was provided one-time warranty...

coverage repair; completed on 3/09/17 on the unit.  The agent explained that the unit is OOW (Out of warranty) and any service repairs going forward would be at Mr. [redacted] expense.  Mr. [redacted] declined OOW service, told the agent he will seek legal action and disconnected the call.  Other than OOW service, no further accommodations can be offered for this claim.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has reviewed Mr. [redacted] complaint in regards to his phone.  Our system shows the agent who handled the claim spoke with Mr. [redacted] on 9/27/17 and informed him that due to the warranty terms, his device will not be covered for any physical or liquid damage.  The agent...

explained that the only option at this time is OOW (out of warranty) service and he would be responsible for any repair cost.  Regrettably due to the physical damage to the device, no accommodations will 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.

Samsung has reviewed Mr. [redacted] claim in regards to his phone.  Our system shows Mr. [redacted] has a demo model phone that was purchased from [redacted].  Samsung is unable to service the demo device however, the agent offered to assist him with reaching out to the retailer....

 The agent advised Mr. [redacted] that he has to proceed through retailer with options for the device.  Please have Mr. [redacted] contact the agent if he still needs them to contact the retailer along with him.  No accommodations will be made for this claim.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has offered the customer Advance Exchange Warranty repair or replacement. The customer has not responsed to our offer which has been in place since Mid-December. We have attempted to follow up with the customer but the customer has not bee available. 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