Samsung Electronics America Inc.

Samsung has reviewed Mr. [redacted] claim in regards to his refrigerator.  Our system shows a refund request in the amount of $2,339.10; reference Txt # [redacted] was submitted for the unit.  On 6/23/17, a Response Required for Refund Process e-mail was sent to Mr. [redacted] email on file with...

the acceptance document attached, along with instructions that are required to proceed with the refund.  An agent from the Refunds Dept. called Mr. [redacted] today, 6/26/17 requesting the acceptance document needed in order for the Refund Dept. to be able process the refund.  Please have Mr. [redacted] send in the acceptance document along with all required information at him earliest convenience in order to proceed with the claim.  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 Refrigerator water filter. We have offered the customer a $50 gift card to purchase a new filter through Lowes. The customer has accepted our resolution. 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.

Samsung has contacted the customer regarding their refrigerator. Unfortunately, there will be no accommodations as the customer had been granted a free of charge accommodation on the unit previously. Any repair cost would be the customer’s responsibility as the unit is out of warranty. 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 information included in the response from Samsung is false.  I received an email from a Bianca [redacted] on Jun 8, 2016 stating that she received my complaint from the Revdex.com and asked me for the model and serial number on my washing machine in which I sent a picture from the label of the machine the following day on the 9th.  The information from Samsung saying they sent an email to my other email address at [redacted] is absolutely false considering the email that I file the complaint from was with my gmail account [redacted] in which Bianca [redacted] emailed me on asking for this information.  I'm not sure where/how they have the email address that I didn't file the complaint under.  None-the-less, I responded to Ms. [redacted] and have yet to receive a response.
Regards,
[redacted]

As per Samsung E-Commerce division they have been provided with a restock  date of 10/07/2016 from the fulfillment center.  Unfortunately samsung.com does not operate on a live system and that is why the customers are notified after the orders are placed that the item is on...

backorder.  Once the order has shipped and email will be sent out with the tracking information.   We apologize for any inconveniences and delays the customer may have experienced with this case. Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Business' answer to the complaint is completely unrelated to the current issue. I'm aware that I received return shipping labels, in fact I mentioned that in the complaint. Current problem is that business' representative Dee was utterly incompetent and unhelpful, trying to put costs of his mistake with shipping label address on me. I'm forced to file the dispute with payment processor and I'm pretty sure I'm going to get money back this way if business doesn't want to cooperate. 
Regards,
[redacted]

Dear Mr. [redacted]:Thank you for being a valuable customer.  We apologize for the inconveniences you experienced trying to obtain the S8 promotional bundle. Our Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem...

your promotional item.  Sincerely,Samsung Office of the President

Samsung has contacted the customer regarding their television. The customer has been set up for repair under transaction # [redacted]. Unfortunately, the unit has been deemed physical damage. Any repair cost would be the responsibility of the customer’s as physical damage is not covered under the limited warranty. 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]7. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung washer. We have acknowledged the customer’s feedback but explained that regrettably Samsung does not have a program in place that offers rebates or discounts due to purchasing a replacement unit. 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]8.  Thank you.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.   After review of your claim, our records do confirm severe corrosion to the internal workings of your device.  We cannot speculate how the damage occurred, but only report our...

findings upon evaluation. Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset.  Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time. In these circumstances, due to Samsung's policy concerning repair, it is no longer feasible to attempt to repair the phone because the cost associated may in most cases cost more than the actual value of the unit; consequently, the phones received in this condition into our North Texas repair facilities are shipped back to the customer unrepaired. We do apologize for any inconvenience this has caused. We would suggest contacting your Service Provider directly if insurance was purchased for the product. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung Television. We have reviewed the customer’s history and there are currently no previous service transactions on file. We have advised to the customer that we can offer a one-time parts and labor accommodation if...

repaired through an authorized Samsung service provider. Samsung’s one year manufacturer warranty is for service. We provide the service to ensure that any issues that arise are taken care of without the customer incurring any cost. The customer has accepted our offer and we have set up a repair service for them. 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]5.  Thank you.

Samsung has contacted the customer to address their concerns regarding their range.  We confirmed that she is proceeding with the refund under transaction# [redacted]. She states that she is going forward with the refund as discussed. She states that she told the ENR dept that she cannot...

move the range to get the power cord and serial. She states that once she receives the refund check first she will purchase a new range. Once the new range is delivered and the old one is moved by the delivery man she will then cut the power cord and send in the documentation. I advised the customer that I will verify this with the ENR team as well as document the account.  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]8.  Thank you

Samsung has contacted the customer regarding their Television. The customer has been set up with another repair service. The customer will be contacted by [redacted]...

for an appointment in 1-2 business 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

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I do not have a order # for a new TV or a refund to my [redacted] account.   I was told on 13th would get a return w/in 7 bus days.  I have emailed and called to hear the same story I see nothing has been done and have to send back up to wait 5 to 7 bus days.  I did no have t patient at the beginning and I do personally apologize.  I called ###-###-#### and rep was not willing to help only said to call customer service.  I asked her to get me to someone besides them due to they are not helpful again she declined.  I am on the phone now again and now I hear they can not do anything due to unclear notes.  I have had 2 people so called sent up for have my account credited.  It does not matter how clear the notes are because I have waited since 12/6 to have my TV.  YES if you can exchange it then please send me the new order #.  I know and have proof the unit was at the warehouse on 1/4 and that was 15 bus days it has been there.  I don't understand what the problem is.  Samsung looked at it on 1/19 over a month ago so what is the hold up.  I am begging for someone to give me an answer not nothing I can do. Please tell me the next step.  I don't know how a company can continue to put a customer off when the issue was either Samsung or the delivery co but not me.  I am the one pleading w/someone their to do the right thing and refund my money so I can not Samsung can reorder or replace this TV.  It should be simple but 2 months after I order still no TV
Regards,
[redacted]

Samsung has the absolute worst customer service! I purchased a $2000 Samsung refrigerator. It was delivered and installed on Sunday. I realize that it was not getting cold. I called Samsung and was told that the refrigerator takes 24 hours to get cold. 26 hours later it was still not cold, I called Samsung again. The woman I spoke to had me go through a series of steps which involved pressing 2 buttons simultaneously. I did this for 20 minutes while on the phone with her and advising her that the machine was not responding to the steps. She advised me that she could not send out a technician until I kept repeatedly trying to make this machine respond. I finally hung up and called back hoping to get someone who is more knowledgeable. The third person I spoke to was very friendly and somewhat knowledgeable. He had me go through a different series of steps which again did not work. However, he gave me a ticket number and assured me that if the refrigerator did not get called in three hours, all I had to do was call back and give the ticket number and they would send out a technician. Three hours later, the refrigerator was still not cold, so I called again and spoke to a fourth person. This fourth person flat out told me that she was not sending a technician. I contacted Lowe's Who advised me that it would be 24 hours before manager contacted me in order to resolve my issue. I called Samsung again and spoke to a fifth person. Again, this person was also reluctant to send out a technician. At this point I was almost in tears. I explained that this was not a luxury like a nonfunctioning dishwasher, this is an absolute necessity. I live in Florida where it is very hot, I have three small children at home and no refrigerator for what is now three days. It should be noted that every single Samsung representative I spoke to cited "we don't want to send out a technician because it may cost you and we're trying to save you money" that line was repeated verbatim by every single representative almost as if it was scripted. I finally convinced the woman to send out a technician. She advised me that it would be a week before the technician would come out. In summation, I bought a brand-new $2000 refrigerator that arrived non-functioning and Samsung made no effort to resolve the issue. I do not recommend Samsung products.

Samsung has set up Mr. [redacted] with service for the unit; reference Txt # [redacted], providing coverage for the diagnostics and trip charge due no cool situation.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has contacted Samsung Pay regarding the customer’s concerns. As per Samsung Pay, Using the email address provided in the Revdex.com complaint, we cannot find a customer...

within the Samsung Account system using that email address. We are unable to find the users conversation history using the phone number provided either. Can you please request the Samsung Account ID that the customer claims they do not have access to, and the address that they claim they changed their account to reflect?
 
As gift cards are like cash, the gift card systems do not allow us to modify the send to address that the customer was using when they redeemed the offer. We have no way to confirm ownership of the previous email account and cannot change the address in the system, as this would open us up to potential security issues.
 
Additionally, we cannot deactivate the previous card and issue a new one without the original email sent to the customer. Issuing a second card would leave the original card as issued and available for use
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.

Complaint: [redacted]
I am rejecting this response because I submitted the requested documentation the day they asked for it (07/23/16) and I have had no further response from them. No resolution has been offered. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: although I've received one check, I am still waiting for the second half of my refund with no response to my messages and emails from the company. 
Regards,
[redacted]