Samsung Electronics America Inc.

Complaint: [redacted]
I am rejecting this response because: I sent the requested documents in two separate emails, one on 4/20 and the other on 4/21.  I had not received confirmation that they received the documents so I called support.  They confirmed that the documents were submitted, but stated that the refund department had 7-10 business days to provide a response on whether or not they had received it and what the next steps were.  I am still waiting on a response as well as my refunds.  At this point I would like a phone call from someone who can tell me what the next steps are.  This has been going on too long and is beyond acceptable.
Regards,
[redacted]

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.
Under the coverage section of the Samsung warranty it clearly states physical damage is not covered. Samsung is not stating that the LCD damage has a direct effect on the battery issue, however, Samsung...

is stating all symptoms or physical damage must be addressed before a device can leave the repair facility. Each unit must pass a quality check and if the physical damage were to remain it would not pass this check point. Without repair of the LCD, Samsung cannot address concerns related to the battery.
If you would like to return the phone for repair, payment would be required to repair the LCD as well as resolve the battery concerns. Please contact Samsung Customer Support at [redacted] to arrange a new service ticket. Should you decline service through Samsung Warranty we must refer you to your Service Provider directly for possible resolution.
Thank you

Samsung has reviewed Mr. [redacted] claim again in regards to his dishwasher. Our system shows the agent handling his claim received the BOS from Mrs. [redacted] on 3/28/17 and extended an offer of a buyback (refund) for the unit.  Mrs. [redacted] accepted the offer via email and the agent submitted a refund request in the amount of $479.57; reference Txt# [redacted].  Once the refund process has been completed and a refund check is issued, please allow for 7-14 business days after the check has been mailed to receive it.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Upon further review of the customer’s file, the customer has been set up for a repair with diagnostics coverage. 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:there are two separate problems
Please call me 
Regards,
[redacted]

Samsung has contacted the customer regarding their washer. The customer has been educated on the voluntary recall program options available. Unfortunately, we will not be able to accommodate outside of the program options. 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] claim in regards to her rebate check.  Our system shows that a check in the amount of $664.00; reference Txt #[redacted] was issued on 3/20/17 for the unit.  Please allow for 7-14 business days after the check has been mailed to receive it.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Ms. [redacted] claim again in regards to her refund. Our system shows a refund in the amount of $575.55; reference Txt# [redacted] was approved on 5/17/17 and a Refund Payment Processing e-mail was sent to Ms. [redacted] to inform her that the refund is being processed.  As previously advised, Samsung has a limited timeframe in which to respond to Revdex.com claims and does not have the option to keep a claim open past the time allowed to respond.  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 washer. We have sent an email and left a voicemail message for the customer with a proposed accommodation offer but to date we have not received a reply. Research shows this unit’s original 12-month limited...

manufacturer’s warranty expired approximately 04/2012 based on the information currently on file. We understand that the customer has been advised there are no accommodations available for this unit; although this is accurate, we are willing to offer an exception in this case. Samsung is offering a one-time out of warranty part(s) accommodation if the customer wishes to have the unit repaired through an authorized Samsung service provider. The customer will be responsible for any associated trip or labor fees. If the customer wishes to proceed with repair please have the customer contact us back either via telephone or email. 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]6. Thank you.

Samsung has contacted the customer regarding their smart phone. The customer has been set up for compensation and the customer has agreed to the amount. 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

As per Samsung e-commerce division the order was already processed for shipment when the customer requested cancellation.   A request was put in to cancel, but the customer was advised that it is a request and we can’t guarantee that it is cancelled.  The order is being...

investigated as the return has not come back to us.  A refund has been submitted for Mr.  [redacted] and it should show on his account within 3-5 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case# [redacted]  Thank you

Samsung has contacted the customer regarding their Refrigerator. The customer was offered a one-time accommodation of food compensation in the amount of $87.92 (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]. Thank you

As per Samsung telecommunications division regarding Mrs. [redacted] claim. When attempting to contact Mrs. [redacted] on 10/03/16  a gentleman answered and a message was left with him. An email was also sent to Mrs. [redacted] advising that the phone must be evaluated prior to resolution as per...

warranty.  A second attempt to contact Mrs. [redacted] was made on 10/05/16 .  Please contact Samsung at your earliest convenience so that we may assist.  We are available Monday – Friday 9am – 6pm EST. Thank you

Samsung has attempted to contact the customer regarding their washer.  An email has been sent to the customer regarding the Voluntary Recall Program’s available options. We are currently waiting for the customer’s response so that we may further 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 has reviewed Mr. [redacted] claim in regards to his icemaker.  The agent handling his claim spoke with Mr. [redacted] on 3/13/17 to discuss his claim further.  Mr. [redacted] stated he has a known issue with his icemaker however there is no service history in our database. Mr. [redacted] stated he...

has an extended warranty and a technician came out and advised him that the issue is common and he would need a tech to come out every 3 to 5 months to fix his icemaker.   The agent advised Mr. [redacted] he should contact Samsung in the future if he has an issue with the unit and we can determine what options are available at that time.   The agent also advised that he has an extended warranty however any repairs through Samsung would be OOW (Out of Warranty) but again Samsung will determine what accommodations are available.  Mr. [redacted] was not happy with the outcome but the agent advised they have documented their conversation in regards to the icemaker. The unit was serviced and currently working.  No accommodations will be made at this time.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Our records indicate Customer was contacted on, or about 9/29/16 and stated that he was able to successfully participate in the exchange program. Customer has chosen the option to have the carrier come and pick up the phone. They are scheduled to pick up the product this Saturday (10/1/2016). Thank you

Samsung has reviewed Mr. [redacted] complaint in regards to his Samsung.com BOGO order.  Our system shows an E-Commerce agent emailed Mr. [redacted] advising him that the BOGO offer can take 6-8 weeks after he activates his device to receive the rebate.  The agent also attached the...

terms and conditions for the BOGO offer for Mr. [redacted] review on the process.  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 information is inaccurate. I followed all the correct requirements as stated in the Terms and Conditions in ordering the phones online directly from [redacted] I did not order them in store nor did I order from [redacted] via a 3rd party portal. I was never reached out to nor did I ever supply any additional information because there was nothing to supply. I had received an email on 4/27 stating an issue with the location but when I called Prizelogic about it they assured me it was sent out in error (to many people) and that I was still set to receive the S2 watches. That was the position of PrizeLogic as late as 6/8 when an Assistant Account Executive called and left me a voicemail stating I was set to receive the S2 watches as soon as they were back in stock. The incorrect VRs were shipped out the following weekend (which to reiterate was nearly 13 weeks after I submitted my claim while the Terms were originally 4-6wks). PrizeLogic has contacted me and stated they requested the fulfillment company to expedite my replacement but, given that my original 4-6wk turnaround resulted in a 13wk wait for the wrong items, I'm not holding my breath.
Regards,
[redacted]

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Our records indicate that the package never arrived at Samsung's Plano, TX repair facility (UPS Tracking [redacted]).  Based on review there was no content in the package once it reached the...

UPS Hub in Mesquite, TX.  At that time a UPS Claim investigation was filed.  Samsung cannot issue a replacement device due to the fact UPS must complete their investigation.  This is typically an 8-10 business day procedure.  When/if UPS approves the claim they will notify Samsung, and at that time a replacement would be requested. Unfortunately, Samsung cannot fulfill a replacement or refund request without completion of the investigation. Thank you

Complaint: [redacted]
I am rejecting this response because:I did call on 5/12. I was not given the option to remain on hold. I left a message around 3pm and have not received a call back. Attached is the page they were missing showing the qualifying phone purchase. My number also shows up on the receipt.
Regards,
[redacted]