Samsung Electronics America Inc.

Samsung has reviewed Mr. [redacted] complaint in regards to purchasing Premium Care for his phone.  Our system shows that as of August 31, 2017, Mr. [redacted] is currently enrolled in coverage for $11.99 a month.  Thank you for being a valued Samsung customer, we apologize for any...

inconveniences you may have experienced with this case.

Samsung has contacted Mrs. [redacted] regarding her concerns with her washer and dryer.  The agent has advised the customer that the recall is solely for the washer.  The customer stated this is unacceptable.  We apologize for the issues related to this recall, however the recall options...

are that the customer is provided with a rebate for the washer only or a repair on the unit.  At this time there will be no other accommodations. We apologize again for any inconveniences and delays the customer may have experienced with this case. Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN55H7150AFXZA.  We have addressed Mr. Ahmed’s concerns and have arranged a repair for the customer. We have advised to the customer that he will have to continue with service and that at this time...

we will not be able to honor his request for a refund. 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. Thank you.

I am rejecting this response because: After receiving response from Revdex.com I contacted Samsung immediately at the number provided in this message and
and got no answer. Called the number twice and have been ringing the number for the last 15 minutes and no one will answer. On the first attempt someone answered and hung up.

Samsung has contacted the customer regarding their dishwasher. The customer has been offered a refund and we are currently waiting for the customer’s response. 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 refer to case # [redacted]7.  Thank you.

Samsung has contacted the customer to address their concerns regarding their Samsung washer.  Samsung understands it is disappointing for any product to fail, whether in-or-out of warranty. The Limited Manufacturer’s Warranty on the customer’s unit was 12 months, parts and labor, which...

expired on 11/07/2013 based on the information currently on file. Due to significant time the unit has been out of warranty, the repair costs are the responsibility of the owner. We additionally explained that due to the unit being out of warranty the only refund that we can possible process is a pro-rated buyback based on ownership. The customer did not accept this proposed 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 through Friday and refer to case # [redacted]6. Thank you.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Samsung has authorized Free of Charge Repair...

for the LCD and duplicate icon issue. An expedited shipping and repair service ticket has been processed.  Please use the Next Day Shipping label emailed for return of the phone. Thank you

I am rejecting this response because:
I am still having the issue and will be sending the photos today...

Complaint: [redacted]
I am rejecting this response because:
I have been trying to contact Samsung before and After my Business trip and they are not responding to me.  Would you please re-open this case.
Regards,
 [redacted]

Samsung has contacted Prizelogic regarding the customer’s concerns. As per Prizelogic, the consumer needs to resubmit a copy of their receipt. Each time a consumers receipt is rejected they receive an email stating why it was rejected with a link to re upload.  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], and am hopeful that the Service company is able to address the issues.   To date, the Service company does not yet have all parts they need, as a result they have already rescheduled several times due to the part arrival.
Regards, [redacted]

Samsung has a repair all or nothing policy. If the phone has present liquid damage no repair attempts will be made, not even repair of the LCD. We do apologize for any inconvenience this may cause, and would suggest contacting your local service provider for possible resolution.

Samsung has reviewed Mrs. [redacted] claim in regards to her washer.  The agent handling her claim responded to Mrs. [redacted] email on 2/28/17 requesting service for the unit.  The agent submitted a request to set up service for the unit; reference Txt# [redacted].  We apologize for any...

inconveniences and delays the customer may have experienced with this case.  Thank you

Complaint: [redacted]
I am rejecting this response because:  I waited to hear back from the repair company that was here twice and left a brand new compressor here for the refrigerator.  Samsung contracted repairman had no clue what was wrong with it.  I still have the brand new compressor here in a box and no one ever called or came back to install it.  Now all I have is a leaking refrigerator and a new compressor that was never installed.  I paid a lot of money for a refrigerator that lasted five years, and Samsung wants to just walk away from the problem.  Looks like a scam to me...warranty is up, product breaks down. Having a problem with my $2,000, five year old Samsung tv too.
Regards
[redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # LN46A540P2FXZA. Please understand that the settlement agreement legally ended September 2013, however, Samsung did ourselves extend the repair offer to consumers for an additional year to try and help as...

much as possible. We also ensured public announcement was made regarding the settlement notification via USA Today, CBS News, online articles, mail and email to any consumers registered with the affected models. This being said, what we can offer is to cover the repair cost for the customer for any capacitor or power supply related parts, but will honoring customer’s request for a full refund. Please understand a refund for the product was not part of the original agreement.  Customer may contact us at any time to accept offer. 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]0. Thank you.

Complaint: [redacted]
I am rejecting this response because:The code I was sent was already used. I have sent over 20 emails to prizelogic to get this resolved. They have yet to send me a working netflix subscription. Samsung needs to step up and honor their promotion.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This device is a lemon. I have had to send it for repair 3 times already. I have asked that it be replaced with a new device - the same device. I am klnot trying to get a better phone or an upgrade. I just want a working device that I don't have to send off constantly. My wife is pregnant and I depend on my phone. I don't have confidence in the current device that I will not miss a dire emergency. Please do the right thing for this long time Samsung customer.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:After [redacted] came out to install the recall fix for Samsung on 11-22-2016 our Samsung Washer never worked after the installation. When I phoned Samsung on 11-22-2016 they set up a visit to fix the machine on 11-27-2016. On 11-27-2016 the [redacted] peoplecame back out to install the recall fix - I explained that the washer hasnt worked since the recall fix was installed by [redacted] on 11-22-2016. I asked the guy why he was sent back out - He stated that Samsung sent him out. I called Samsung again on 11-27-2016 after the [redacted] person left wanting to know why they sent them out and not a Samsung repair technician. THey stated they could not answer that question and they would call me on Monday morning 11-28-2016. I did not hear from Samsung on the morning or afternoon of 11-28-2016 thus I called the repair person I have used on other appliances in my home and set said company up to repair the washer. Samsung did call at approximately 5:20 pm on 11-28-2016 to inform me that they would not pay for the washing of my clothes at a laundry mat and they could not give me a date when a Samsung technician would be scheduled to fix my Samsung Washing Maching - I advised the Samsung customer service person that Ii had set up my own service since I could not get them to reply or set up service to fix the washer that they broke (please note that the washer was still under warrenty), the Samsung person kept asking me if I am denying service which I replyed four times that I am not denying service I cannot get service from Samsung. THe 11-28-2016 phone call ended and I received another phone call from Samsung on 11-29-2016 from the executive customer service group and she wanted to know if I wanted the said washer fixed - I asked when would they have a service person come and fix it - she never gave me a date - I advised the person that I had set up service with a repair company to fix the washer and she asked who it was and I gave her the name and number of the repair service - she then said she could arrange for the seervice to be done by a Samsung person - I again asked when and would it be today. THe Samsung person stated that she would call me back - I never heard from the person again. The repair comany that I paid for came on 11-29-2016 and could not fix the issue because Samsung would not sell them the parts that where needed to fix what [redacted] broke during the Recall fix on 11-22-2016. I went on 11-29-2016 and purchased a new washing machine. I have had 3 other calls from Samsung customer support since this time. Samsung refused to service this washer, delayed service to this washer, and has caused much duress that was needless and I really believe intentional. As a consumer and parent / husband I have to take care of my family and my families needs, I cannot go to work in dirty clothes nor send my childrenn to school in dirty clothes. Apparently Samsung does not care about my family or other families that are in the same situation due to the recall fix casuing other families to have washing machines that quit working after [redacted] installed the fix.I am not asking for a new machine nor will I accept a Samsung machine. I bought this Washing machine becasue I was under the impression that Samsung would provide timely service and take care of the persons that purchased said appliances. 
Regards,
[redacted]

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 appreciate Samsungs's almost instant attention to my concerns and the resulting resolution was perfect for my needs. The response by Caitlin at the Samsung offices was exemplary. Thanks!

Samsung has contacted the customer to address their concerns regarding their Samsung washer. We have advised to the customer that Store return authorization (SRA) includes only the amount of what the customer paid for the unit and if the customer chooses a model unit that is more than the...

store credit the customer will be responsible for the difference in cost. Samsung has honored the warranty by offering the SRA exchange however she would have to determine model unit that best meets her needs with the mount of the credit given. We also added that although she purchased unit as a matching set each unit has their own warranty therefor would not be able to accommodate her request at this time.  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.