Samsung Electronics America Inc.

Upon receipt of the customer’s Revdex.com rebuttal, we reviewed the customer’s request an additional time. We have set up another service repair visit for the customer to review the issue. The customer indicated that they were going out of the country and asked if she can set up the repair upon her return. We advised that she will be able to do so and just to contact us back when she returns. 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]2.  Thank you.

Complaint: [redacted]
I am rejecting this response because:
Samsung is sending me in circles.  I am not calling their Customer Service department which is useless and is the reason why I opened this case with the Revdex.com.  I have CLEARLY stated my grievances and have CLEARLY stated the outcome I want so why am I being pushed off to a customer service department that is nothing but people trained to parrot scripted words about company policy and close with a perfunctory "I am SORRY"  I want Samsung to pick up my washer and dryer that they have REFUSED to honor the warranty on and to refund me my money.  They train their agents to sell machines with lies about a manufacturers warranty and yet when it came time to honor that warranty they refused and put me through a week of stress and to find an alternate means to fix these machines.  I want a response from Samsung on this and not to attempt to sweep me under the rug again!     
Regards,
[redacted]

Unfortunately, $200 is the maximum offered to the customer for food compensation. The feedback you provided is vital to Samsung and our commitment and dedication to our products and services.  We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures.  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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I appreciate the business contacting me for resolution but will not accept the outcome until the problem is resolved. Meantime, I still have paid for two washers and have yet to receive one that is not either on recall or damaged. My last contact with Samsung, through a third party, was that delivery of a new machine was now 5 weeks out. The original purchase was more than 5 months ago. And I have contacted Samson directly  (do not have the "ticket number") multiple times with no help. I just want a good machine and a credit for the recalled machine!!
Regards,
[redacted]

Our files indicate that the customer’s request regarding his dishwasher has been reviewed an additional time per customer rebuttal request.  Based on our customer service records, compensation has been set up and check has been issued as of 12/18/2014. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted]2. Thank you.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WA400PJHDWR/AA. Unfortunately, Samsung cannot accommodate customer’s request for a refund. Samsung has attempted to resolve this complaint by offering the customer a free of charge repair on...

2/18/2014 but the customer has declined the offer. Service Bulletins act as an aid to the technicians from our engineers for many different products and parts required. This is to ensure the accuracy and efficiency of the repair. Samsung utilizes this as an on-going training method, incorporating up-to-date procedures, and does not in any way indicate there is an inherent defect in the product. Samsung has offered the customer a $25 dollar gift card for the $75 that he had to pay to his home warranty for customer satisfaction. At this time, service is the only option available. 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]5.

Samsung has contacted the customer regarding their Refrigerator. A Samsung Representative has left a message at [redacted]. The parts replaced were not covered under the sealed system warranty, no compensation.  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 Prizelogic regarding their concerns. As per Prizelogic, [redacted] has confirmed this is a TMO-sponsored promotion and will be reaching out to the...

customer to resolve this issue. 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

Complaint: [redacted]
I am rejecting this response because:
I live in Indiana. I bought this phone from [redacted].com under the description as unlocked(not international).I paid the same price of any the other versions. How in the world was I supposed to know it was an international version?  I've bought plenty of unlocked phone from [redacted] and none of them are international version, not the [redacted], not the 6p either. Who would buy a Samsung product and expect this kind of a copout answer. This could be the worst $800 I ever spent. I didn't buy this phone from [redacted]. I bought it from [redacted]! What am I supposed to do if this device ever has hardware issues? Or even a bad battery. I know Samsung seems to have problems with bad batteries. Guess we're  out luck when the phone explodes.I will never buy another Samsung product again.
Regards,
[redacted]

Samsung has reviewed Mr. [redacted]’s claim in regards to his son’s phone.  An agent spoke with Mr. [redacted] on 3/22/17 and informed him that because the phone was (admittedly) rooted, it automatically voided the warranty.  Since the warranty is voided, Samsung will not be able to repair the...

phone and Mr. [redacted] would have to pay OOW (Out of Warranty) fees to have the phone repaired.  Mr. [redacted] told the agent he paid $75.00 for repair however our system shows there was a credit card hold in the amount of $70.31 for the repair.  Once it was determined the phone would not be repaired, on 3/18/17 the hold was voided; reference Confirmation # [redacted] and the device returned to Mr. [redacted].  Please have Mr. [redacted] contact his credit card company to confirm the $70.31 voided payment.  No further accommodations will be made for this claim.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon receipt of Mr. [redacted]’s Revdex.com rebuttal, we reviewed the customer’s file an additional time.  We apologize for any miscommunication of information but Tech Pro is an authorized repair service center. They can evaluate the unit and advise the customer if the repair is a seal system repair or not. 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]2. Thank you.

Complaint: [redacted]
I am rejecting this response because: I did receive the check, but the time that it root and the suffering that came along with it along with now having in matches items is inexcusable.. did you even read the whole complaint.
Regards,
[redacted]

Upon further review of the customer’s file, the customer has agreed to proceed with the recall repair. 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

Upon further review of Mrs. [redacted]’s concerns a refund has been submitted and approved in the amount of $670.31 under transaction #[redacted].  All paperwork has been attached and the refund has been submitted for final processing.  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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]. Thank you

Samsung has reviewed Ms. [redacted] complaint in regards to a refund for her refrigerator.  Our system shows a refund in the amount of $2,065.19; reference Txt# [redacted] was submitted for the unit for approval.  Ms. [redacted] was advised that product is under review, and to hold...

on to unit until receiving further instructions.  If the unit has been disposed of, the offer will be voided.  The refund has been approved and a Refund/Compensation payment method website link e-mail was sent on 9/11/17 to the email on file requesting Ms. [redacted] preferred payment method.  A Response Required for Refund Process e-mail was also sent with the acceptance document attached, along with instructions that are required to proceed with the refund.  An agent from the Refunds Dept. attempted to contact Ms. [redacted] on 9/12/17 and again today, 9/14/17 requesting her preferred payment method but was on successful in reaching her.  Please have Ms. [redacted] either return the agent’s call or submit the payment method request online from the link provided.  If Ms. [redacted] hasn’t done so already, please have her send in the acceptance document along with all required information at her earliest convenience in order for the Refund Dept. to process the refund in a timely manner.  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:
First , as everybody knows every electric device including a dryer machine needs a proper power cord to start working and consumes electricity.yes it consumes electricity but the power cord is not considered consumable as we all know.Secondly, there is no argue , I clearly explained everything in the previous comment and there is nothing to be added to that before the other party's clear response.Regards   
Regards,
[redacted]

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 contacted the customer regarding their dryer. In regards to the recall of the washer, the dryer is not included in the voluntary recall program. The...

dryer has its own individual limited warranty and is not associated with the recall. 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. If phone parts are missing, or the phone is damaged it will need to be shipped to Samsung’s repair facility for repair. Unfortunately, Samsung does not ship parts to consumers for replacement. Samsung cannot...

warrant the exchange of your phone, however, to process a new service ticket for repair please contact Samsung Customer Support at [redacted].  A courtesy request to expedite shipping and repair service can be made. Thank you

Samsung has contacted the customer regarding their Blu-Ray player. We have updated the customer’s address and sent the him the UPS label. 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