Samsung Electronics America Inc.

Unfortunately, without the ability for Samsung to have evaluated the phone first hand, and if the phone has already been replaced there would be no assistance to which Samsung can provide.In order for Samsung to offer a resolution to an existing issue we must first evaluate the product.We do apologize for any inconvenience this has caused.Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung dryer. As an accommodation we have offered to cover the cost of the repair, the customer accepted. 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 reviewed Mr. [redacted] complaint in regards his Note 7 refund and property damage compensation to his vehicle.  Our system shows a compensation check in the amount of $802.49 was issued on 7/11/17 for the device.  In regards to the property damage claim, to date Mr....

[redacted] has not returned SFMs calls to discuss this matter. An SFM agent attempted to contact Mr. [redacted] on 8/24/17 on his cell phone but was not able to reach him.  The agent left a voice message for Mr. [redacted] to return the call at his earliest convenience.  A short moment later, the agent received a call from [redacted], Mr. [redacted] girlfriend who confirmed he received a refund check for the damage cell phone. In regards to for the vehicle, [redacted] confirmed that it was a bob truck used for delivery. The agent confirmed that we have pictures of the damage phone, a close up photo of a seat but no photo showing the vehicle in question. As such, the agent requested the photo of the vehicle from [redacted] and she became very upset stating she did not see the benefit of doing this as she could send a picture of any box truck and we would not know. The agent advised [redacted] that this is the very reason we are making the request along with the vehicle registration to prove ownership. The agent also requested the location of the vehicle to inspect it as well and at this point, [redacted] she became further upset and told the agent that the vehicle was at [redacted].  Having this new information, the agent proceeded to request the address to which she then stated that the vehicle was rented from [redacted]. Upon receiving this additional information, the agent informed [redacted] that if this was the case, then Samsung/SFM would need to deal with [redacted] directly as we cannot make payments to Mr. [redacted] for the vehicle unless he can provide proof of his payment to [redacted]. The agent sent [redacted] an email request for the vehicle location and contact information for [redacted] which she acknowledge receiving before disconnecting the call.  The agent updated the claimants name on the file to reflect [redacted] as the new claimant on the claim.  If SFM does not receive the information requested from the claimants’ girlfriend in 15 days, the file will be closed pending any subrogation to be pursued from [redacted] in the future.  Please have Mr. [redacted] or his girlfriend [redacted] provide the requested information at their earliest convenience in order to proceed with the 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 dish washer. The customer has confirmed they are being assisted through their retailer regarding the exchange of the 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].  Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF263BEAEBC/AA. We have forwarded the customer’s case to our extended warranty group (SPP) for assistance under the extended service plan that the customer currently has. We additional informed the...

customer that we would not be able to grant his request for an exchange at this time and that he will need to communicate with SPP to see what options the plan may have for him. 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]1.  Thank you.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Based on review of the battery exchange ticket: [redacted] Samsung has not received the original battery in need of replacing.  Tracking information for the...

shipping label provided to return the original battery is as follows: [redacted]  There is no activity available. As per warranty the original accessory must be returned prior to replacement. As a one-time courtesy Samsung will authorize advanced replacement of the battery and upon receipt the original battery will need to be returned. 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], and find that this resolution is satisfactory to me. Though they seem to forget, like every other company, that the customers are the ones that got them where they are today!
Regards,
[redacted]

Samsung has contacted the customer regarding their Television. A Samsung representative has contacted the customer and the customer confirmed the issue has been resolved. 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

You lost my phone, and I shouldn't bear the burdon of figuring out how this occurred. I plan on taking this case next to small claims court and hopefully I will get something resolved then
I am rejecting this response because:

Complaint: [redacted]
I am rejecting this response because:i had a Samsung Technician who does the repairs for Samsung under the warranty claims which is located in East Providence Rhode Island. I paid for the service call out of my pocket. They agreed with me that the TV did not have physical damage but instead it has something to do with the display behind the actual glass. They even went an email Samsung directly asking to be covered underneath the warranty. Has see the before this company came directly and physically checked out the TV and has deemed it not to be physical damage. This is more than just what someone is saying based on a picture. I sent a certified letter to Samsung letting them know they have 14 days to resolve this or I will be filing a small claims suit in New Jersey to get this resolved because I shouldn't have paid $7,000 for a TV for it to have a defect and then Samsung not warranty this. I have spoken to an attorney down there who will prepare the paperwork.  As stated before I am willing to pay for the labor portion if they are willing to cover the screen. Please let me know how to get this resolved as this is unacceptable.
Regards,
[redacted]

After some discussion with our product support team, we confirmed and advised to the customer that there is a firmware update that is available that may fix the issue he is experiencing. Alternatively, if the firmware does not correct this issue we did offer the customer a refund and/or exchange but also advised that an exchange may not be available due to limited stock. The customer advised that he will download the firmware and let us know how it turns out. 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] betweenthe hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you.

Samsung has reviewed Ms. [redacted] claim in regards to her dryer.  Our system shows on 4/28/17, the agent handling her claim submitted a refund request in the amount of $575.55; reference Txt# [redacted] as an accommodation for the delay in repairing the unit.  We apologize...

for any inconveniences and delays the customer may have experienced with this case.  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], and find that this resolution is satisfactory to me. I do find it rude that Samsung only offered half a refund when I had requested a refund after a year.  Samsung's 20% off per year procedure should have been in place.  But, a 50% refund is better than nothing.
Regards,
[redacted]

Samsung has contacted [redacted] regarding the customer’s concerns. As per [redacted],  we received the customer’s account, return label is processing and we are waiting on the RMA to generate. Once generated the label will be sent to the customer’s email address on file. 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 contacted the customer regarding their dryer. The customer has been set up for a one time free of charge accommodation 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

Samsung has contacted the customer regarding their Washer. The customer has been approved for a refund 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 refer to case[redacted] .Thank you

Samsung has contacted the customer regarding their concerns with their washer. Customer’s complaint is with the delay in the recall repair and the issues that he has after the repair. Customer states that he is scheduled today and he believes the tech is at his home now. Customer asking for the...

rebate and $250 compensation for going to the laundry mat. Customer was advised that I understand his frustration. Customer was advised that he had two options and because he chooses service, the rebate is not an option. Customer was advised that I can offer a 25 e-gift for the delay in service but I would not be able to compensate him 250.00. Customer states that the 25 dollar offer is an insult. Customer states that he has been without his washer for more than a month. Customer states that he is going to contact the AG office. Customer states that the rebate for his washer isn’t sufficient. I advised that I understand but the rebate amount is based on fair market value. I advised the amount that is on the website would not increase. Customer was not happy and advised that he will continue to escalate until he receives a fair resolution. No 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 EST Monday thru Friday and refer to claim # [redacted]4.  Thank you.

Samsung has contacted the customer to address their concerns regarding their Samsung Refrigerator. We have offered the customer a buyback (refund) for the unit. The customer accepted the refund offer and we have initiated the refund process. 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 to address their concerns regarding their refrigerator[redacted] was offered a refund in which she has accepted. The refund has been submitted and approved and we are awaiting documentation from the customer to complete the process.   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 his concerns about his refund. The refund has been submitted and approved for the amount that Mr. [redacted] paid for the refrigerator($1779.99). At this time there are no additional monies that the customer will receive. Mr. [redacted] will receive what he paid...

for the 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you