Samsung Electronics America Inc.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WA5451ANW/XAA. Samsung has offered the customer a one-time free of charge repair accommodation. 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]9.  Thank you.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SM-T3100ZWYXAR. Samsung has offered the customer a gift card to offset the costs of shipping expenses she paid. 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.

Complaint: [redacted]
I am rejecting this response because:
I contacted Samsung back to accept their offer as they stated in the response to the complaint and they said they would send an email of offer acceptance and they haven't.  The only reason I was going to accept it was because they would not budge and I don't want to end up with nothing.  However I do not agree with it.  To make matters worse, we bought a Samsung DVD player that worked one time and that was it.  Our whole house is Samsung because we thought that it would be dependable but we have come to find out that they are not worth the money at all.  Please help us to at least get this resolved.
Regards,
[redacted]

Thank you for inquiry.
We have sent twice to Samsung our Food Claims.  The First time via email on August 10th and the Second time via fax on August 19th.
Contact info at Samsung at [redacted]@sea.samsung.com. Actual Fax is ###-###-####, Transaction # 5[redacted]. Phone number  with the heading Food Loss.
Left message with a [redacted] at Samsung regarding status of our Claim  ###-###-####.  HAVE NOT HEARD BACK FROM SAMSUNG AS OF THIS DATE.
Therefore, we truly appreciate your contacting us and seeing what you can find out about our Food Claim status
Thank you again for your support and guidance.
[redacted]
###-###-####

Complaint: [redacted]
I am rejecting this response because:
They offered to fix a product that was catching on fire. My father is not able to walk. If that catches on fire it will kill him. Product over heats even if not plugged in. I have to make sure it's never on.
I'm just completely unhappy with this. My mom also got a cell with this brand and it also over heats. She had to return that one.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This TV was brand new. When I spoke to Samsung. They said, Have someone take it down and put it back up and they will reimburse that.I did what exactly they asked. No one called me from SAMSUNG. I have NOT heard anything from anyone from SAMSUNG.As of right now. I still have an issues with TV's volume. Spoke to Technical Department 4/5/2016 and they are sending me new remote control.  Issue stays the same. 
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] claim in regards to his Gear Fit2 watch and phones.  Our system shows the agent who handled the claim submitted a service request; reference Txt# [redacted] to repair the watch.  In regards to his phones, the agent informed Mr. [redacted] that...

Samsung would not replace the phones and that he would need to have them serviced as well.  No accommodation other than service for the phones will be made at this time.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

We certainly understand your distress regarding the functionality of your Gear and apologize for any ongoing issues you may have experienced.  We would like to confirm if the unit has experienced damage, or is out of warranty by date (it was purchased more than one year ago) a standard charge...

will likely apply for the repairs to your device if repair service is required.  Although we understand the reasoning for not having to utilize the unit, we always suggest that it is in your best interest to confirm the device is functioning properly upon its return to you.  As a one-time courtesy Samsung has authorized a free of charge repair for your product. Please refer to the new Service Ticket # [redacted], and utilize the UPS E-label we have emailed to [redacted] .   Upon receipt of your product service will be provided. Please note, should repair service be required in the future a service charge may be applied.Thank you,Samsung Electronics America

Upon receipt of Ms. [redacted]’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional time. We have authorized for Ms. [redacted] to just send us the refund acceptance document and serial tag as we will be waiting the cut cord requirement to process refund. Ms. [redacted] accepted our resolution and has since sent in her refund acceptance documents. We therefore initiated the refund and she should receive her refund if a few 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]1.  Thank you.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim Your claim has been forwarded to the appropriate parties for additional review and direct follow up.  Please allow at least 24 business hours for contact. Thank you

Please expect to be contacted within 1 or 2 business days regarding your concerns.
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 Mrs. [redacted] claim in regards to her television.  Our system shows the the agent handling the claim received an email from Mrs. [redacted] on 6/08/17 retracting acceptance of the refund offered due to the amount/depreciation value of the unit.  The agent...

submitted an exchange request; reference Txt# [redacted] for the unit and Exch. Req. Approved e-mail was sent on 6/12/17 to Mrs. [redacted]  email informing the request has been approved.  Mrs. [redacted] will be contacted with further instructions on how to proceed with the exchange.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr. [redacted] claim in regards to his phone.  Our system shows a service request; reference Txt# [redacted] was submitted and an E-label sent; reference Tracking# [redacted] for the device.  Mr. [redacted] called the agent handling his claim...

on 4/03/17 for further information about his repair. The agent advised Mr. [redacted] of the turnaround time for the repair. Mr. [redacted] requested expedited shipping which the agent advised he has next day shipping to and from the ASC and a request for expedited repair.  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 Blu-ray Player. We are very sorry to hear how the removal of our fitness apps have causes a major inconvenience in the customer’s daily routine, and understand she is requesting we either re-install these apps...

or exchange the player. Please understand that though we may have advertised at the time of manufacture and first release that this unit comes with these applications, we also list on the box and inform any features can change without prior notification. The reason this disclaimer is there is because any application is also affected by the software holder, and, network provider. With technology change, there are times to which some applications become in-compatible or cannot function properly as time progresses. We are very sorry, however, this is not something that affects the performance of the player, and, we do still grant the option to obtain this same service via a third party application. We are not making it to where you cannot access any fitness application at all. With this being said, this is not something we can re-install as an application or grounds to exchange the player. 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.

Complaint: [redacted]
I am rejecting this response because: I tried calling
back several times,  the ext [redacted], the mailbox is
full and when I dial the ext [redacted], it does not route to connect. Additionally I have left VMs in the generic mailbox without a return call as of yet.  I was told that the rusted body/frame is not replaceable from the initial visit. 
Regards,
[redacted]

I am rejecting this response because:1. I would like Samsung to address whether they have acted in good faith, regardless of conclusion of the class action suit?  Hundreds of posts online suggest that they have not.2. Samsung was aware of, and did not notify ALL consumers of, the defect(s) with their Plasma and LCD tv's.  Instead, they only notified the owners of models that they had already received complaints from. They did not, apparently, anticipate that any more of their tv's manufactured at exactly the same time period and with the exact same capacitors would malfunction in the future. It seems unlikely that they did not think this necessary. They just didn't want to incur the cost. This is the definition of bad faith.3.  Samsung holds itself out to consumers as a world-wide leader in manufacturing of safe, technologically advanced Plasma & LCD tv's.  It also touts it's incredible customer service.  However, they have failed to disclose facts that they were aware of to consumers, and they have repeatedly refused to address customer's issues the this particular defect. 4.  Samsung is in breach of the implied warranty that the product being purchased has no defects.5.  Samsung is operating and creating an atmosphere of mistrust and animosity.6.  Finally, Samsung did not contact me--I contacted them and they responded. It took about 8 phone calls and finding an email address online for the Office of The President, which the President tried to not publicize until he was called out online.7. Samsung's own website touts the plasma tv's as lasting for 23 years:                       "Older generation Samsung Plasma TVs with the Gen-4 display panel have,                        on average, half lives of 50,000 hours under normal operating                        conditions. That's nearly 23 years if you watch your Plasma TV six hours                       a day." 8. The cost to repair my 2008 television without Samsung is between $500-600. I would really like to resolve this matter in a fair and amicable manner. I believe reimbursement for the repair is appropriate.

Samsung has contacted Mrs. [redacted] regarding her concerns with her rebate.  Consumers with a recalled washer will be offered two easy choices as part of the recall program. • The first option is a free in-home repair that includes reinforcement of the washer's top. Consumers who choose the...

in-home repair will receive a free one-year extension of the manufacturer's warranty, regardless of the age of their washer. • The second option is a rebate that can be applied towards the purchase of a new washer from Samsung or other brand. Consumers who choose this option will also be reimbursed for any installation and removal fees charged by the retailer. The rebate amount is based on the model and manufacture date of the recalled washer. Consumers who choose a Samsung washer will receive an additional loyalty incentive up to $150 toward their new Samsung washer purchase We apologize again for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: [redacted]
I am rejecting this response because:
This Samsung Refrigerator has recurring problems that Samsung is well aware of.
There are thousands of dissatisfied consumers who have purchased this refrigerator only to have the same problems I am having. (Faulty ice maker, leaking, vegetable bins filling with water, peeling paint)
The repairs only last a few months due to the replacement parts being just as bad as the original parts. The service technicians also say that if it weren't for Samsung Refrigerators, they might be out of jobs.
All one has to do is a quick internet search to realize that Samsung is well aware that they are selling a substandard product.
If one was to google Samsung refrigerators, they would find thousands of dissatisfied customers who keep having these recurring problems.
One would also find that there are class action lawsuits being initiated against Samsung and their refrigerators.
One may also find that Samsung does not address the actual problem, they just change the model numbers.
And, if one was diligent, they would find that over 100,000 Samsung refrigerators have been recalled in the UK.
An expensive appliance, such as a refrigerator, is expected to perform for more than a year without multiple repairs.
Samsung should be ashamed of their product and their response to angry consumers -- A company that cannot even back up their offerings is obviously not doing honest business.
This matter should be investigated further.
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] complaint in regards to his television.  Our system shows the agent assigned to the claim spoke with Mrs. [redacted] to discuss the case.  The agent informed Mrs. [redacted] that based off of the age of the unit, it no longer has value and Samsung...

cannot provide an exchange. The agent informed Mrs. [redacted] on the depreciation factor and further explained that if there was an exchange provided through Samsung, it would be the equivalent of purchasing a new unit from retailer.  Regrettably, 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.

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