Samsung Electronics America Inc.

Samsung has set the order up for return. A pre-paid label was e-mailed to the customer on 12/11. Due to the size of the TV, there had to be a freight label created and we apologize for the delay.  Once the customer has returned the product, the refund will be issued.  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. Thank you

Complaint: [redacted]
I am rejecting this response because:
I haven't been notified by anyone on this. I'll believe it when I receive the gift. I will never buy another Samsung product again!! Close this complaint out, I don't even care about the damn thing anymore. 
Regards,
[redacted]

Samsung has contacted the customer regarding their concerns with their dishwasher.  The customer has been approved for an exchange due to repair delay under transaction number [redacted].  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

Samsung has reviewed Mr. [redacted] complaint in regards to his tablet.  Our system shows the agent assigned to the claim spoke with Mr. [redacted] on 9/18/17 and explained to him that store demo models are not covered by the manufactures warranty. The agent further explained that if the...

retailer decides to sell a demo model, the sale is at their discretion and is simply sold as is; Samsung does not provide any warranty for these types of products. The agent advised Mr. [redacted] of his options; the OOW (out of warranty) replacement or the repair with no guarantee. Mr. [redacted] told the agent that he would think on his decision and get back with them. The agent sent Mr. [redacted] an email with their direct contact information so he can advise on his final decision.  Please have Mr. [redacted] contact the agent or reply to the email if he would like to proceed with one of the options offered for the device.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has reviewed Mrs. [redacted] compliant in regards to her refrigerator.  Our system shows the agent assigned to the claim spoke with Mrs. [redacted] on 10/23/17 and offered her an FOC repair on the unit.  Mrs. [redacted] agreed and the agent submitted a service request; reference Txt# [redacted]...

for the unit.  An ASC agent has been in contact with Mrs. [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.

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]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # XE700T1A-A06US.  We have provided the customer with the following additional trouble shooting steps to possible help his issue.  A. Run SW Update in the native OS environment, update...

all drivers.B. Update to 8.1, then run SW Update to bring all drivers into compliance. C. If this were to fail, than export the driver manually via SW Update by clicking “Find Model” button on the lower left, entering in his full model number, then exporting the driver to a folder of choice. a. The image below shows that the driver is available, however, it needs to be downloaded from the Windows 7 selections. D. Open “Settings” and ensure that the touch screen functions are enabled. It is possible to be disabled during the update. Currently, we are waiting to hear back from the customer as to whether or not if these steps were helpful.  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]2.  Thank you.

Samsung has contacted the customer regarding their Dryer. The customer has been offered a one-time accommodation of free of charge repair and the customer has accepted. The customer has been set up for repair 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]1. Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SMH2117S/XAA. After further review of the claim we have advised to the customer that the option available at this time is service. We have offered to locate a service center for the customer but also...

advised that Samsung does not guarantee after hour or weekend service appointment and cannot guarantee weekend service.  At this time we cannot honor the customer’s request for an exchange and the customer will have to proceed with service. 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]2. Thank you.

Upon further review of the customer’s file, the customer has agreed to proceed with the refund amount offered. We explained to the customer she will need to purchase a new unit in order to apply for the rebate option in regards to the second unit. The customer understood the information provided and will submit her purchase receipt to us. 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. We have offered the customer a one-time free of charge repair accommodation. The customer has accepted and we have set up the repair service for her. 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]9.  Thank you.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SM-T210RZWYXAR.  Based off of our customer service records, we show that we have addressed the customers concerns and have offered the customer an exchange on January 19, 2015. 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 # 4[redacted]. Thank you.

Samsung has reviewed Ms. [redacted] complaint in regards to her phone.  Our system shows the agent assigned to the claim spoke with Ms. [redacted] on 11/16/17 and again via email on 11/21/17 to discuss the case.  The agent submitted an exchange request; reference Txt# [redacted] on...

11/22/17 for the device.  The exchanged device was shipped on 12/01/15 via UPS; reference UPS tracking # [redacted] and is scheduled to be delivered today 12/05/17 to the address on file.  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: It is the businesses responsibility to honor the advertised price. Mistake or not. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  this response is no differen than what has been stated to me previously.  I feel at this point, I should have been provided with more information regarding this matter.  This has been on going since June.  We are about to enter September.  I would like to have a date when I can expect to receive a response.
Regards,
[redacted]

Samsung has contacted Mr. [redacted] regarding his concerns with getting his unit repaired.  Unfortunately, physical damage is not covered...

under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’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].  Thank you

Samsung telecommunications department has attempted to contact Mr. [redacted] regarding his concerns with his device.  On 11/03 a voicemail...

was left advising that in order to set up service advising that we need the model and IMEI number to set up service.  Subsequent calls were made on 11/08 & 11/10 to no avail.  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 Tell us why here...

Samsung has contacted the customer to address their concerns regarding their Samsung Oven. We are sorry to hear about the customer’s recent product experience has not met their expectations due to the current repair needs. Please know that the customer has brought to light some customer service...

concerns and delays that will be further investigated by our quality assurance team. After further review of this case, we see that one of our certified technician have made contact with the customer and the appointment date is scheduled for Thursday, October 1, 2015. 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]1.  Thank you.

Complaint: [redacted]
I am rejecting this response because: I have never received a code that actually worked. They gave me a code, I tested it while on the phone with their representative, and when that didn't work they said I would have to wait for another code. We are coming up on five months of dealing with this now. When will I see an actual resolution? Why is their customer service so slow?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been working with Samsung both through Grace G. and Donna L. in the exchange department. The most current ticket number I have for things is [redacted]. Both have been tremendously helpful. Donna L. has indicated that refund for the TV will be issued within the next 5 to 10 business days and that the defective TV will be picked up as well.It does concern me that Samsung didn't report that information to you----so I am worried that things are not updated and propagated in their system fully----so now I am wondering if Donna L. was incorrect in what she told me??I'd like to keep the complaint open until we have gotten written confirmation from Samsung that the information Donna L. has provided is correct and the refund is in my hand.
Regards,
[redacted]