Samsung Electronics America Inc.

We purchased a Samsung dishwasher(model: DD81-0159A). We have had it serviced four times in the past 2.5 years. The locking mechanism is not working now so we called the service again. I tried to explain that the item is obviously a lemon because we should not have to continue to pay for service. The were less than helpful and would not even give the name and extension of the person I was talking to. There should be a class action lawsuit brought against the company who can't stand by their products. I will never buy another Samsung product again.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN55F6400AFXZA. Based off of our customer service records, Samsung authorized a one-time part(s) accommodation leaving the customer responsible for labor costs. Samsung contacted customer regarding...

their Revdex.com complaint and offered him reimbursement for the labor costs. 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.

Samsung has contacted the customer regarding their television. Unfortunately, the customer’s request for an exchange cannot be accommodated as the limited warranty is a service repair warranty. The customer was advised to proceed with service of their television. The customer has been set up for...

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 refer to case # [redacted]  Thank you.

Samsung has reviewed Mrs. [redacted] claim in regards to the grates for her range.  Our system shows that because the unit is out of warranty, we had to process a FOC Part request which was approved.  The parts were shipped on 02/24/17 and delivered on 02/27/17, reference Trk...

#[redacted].  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon further review of Mr. [redacted]’ claim, our system shows a refund request in the amount of $5,199.99 was submitted for the unit.  On 8/10/17, a Refund/Compensation payment method website link e-mail was sent to [redacted]’ email on file requesting his preferred payment method. In regards to Mr. [redacted]’ request to keep the claim open until he receives the refund check delivered in his hand.  Unfortunately, Samsung has a limited timeframe in which to respond to Revdex.com complaints and does not have the option to keep a claim open past the time allowed to respond.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has contacted Prizelogic regarding the customer’s concerns. As per Prizelogic, the customer will be contacted for the serial number of the defective TV.
size="3" face="Calibri"> 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 unlocked phone.  Our system shows the agent handling her claim submitted a repair request; reference Txt# [redacted] for the device.  The agent also emailed her a NDA label with special instructions to send the phone...

in for service.  We apologize 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 # HL61A750A1FXZA. Based off of our current customer service records, we show that this unit’s original 12 month warranty expired approximately in 11/2009. Unfortunately, due to the length of time the unit...

has been out of warranty, there are no accommodations that are 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]9.  Thank you.

Dear Ms. [redacted]:Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concerns. Your feedback is very important, as it allows us to better understand how we can improve our customers' experience.  We are sorry to hear that you are experiencing an issue with your Samsung phone.  Samsung believes in building quality products, and we apologize for not meeting your expectations.  We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it.  The feedback you provided is vital to Samsung and our commitment and dedication to our products and services.  Samsung understands your frustration however we are not able to provide you with a loaner phone while your phone is in service for evaluation/repair.  Regrettably, Samsung’s stance remains the same.  Please contact the agent assigned to the case or Samsung customer service for further assistance if you would like to proceed with service on your device.Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

Samsung has contacted the customer to address their concerns regarding their Samsung television. The customer’s television is working as designed.  The television accepts YCbCr 4:4:4 24Hz/25Hz/30Hz/50Hz/60Hz input signals and outputs RGB 4:4:4 60Hz/120Hz. Color loss occurs during the conversion...

from YCbCr 4:4:4 50/60Hz input signal to RGB 4:4:4.  Since the customer is dissatisfied with the product, we will work with the customer to find a satisfactory resolution. We have offered a refund for the television however the customer has declined stating that she does like the unit and doesn’t see the need to replace it. 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.

[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:This is acceptable only IF the check actually arrives to me, un-cancelled and un stopped with in 10 business days of this email.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me assuming the abovementioned requirement is met.
Regards,
[redacted]

[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.
Thank you so much for your help in resolving this matter. 
Regards,
[redacted]

Samsung has reviewed Mrs. [redacted]’s claim again in regards to her washer and dryer.  Our system shows service; reference Txt# [redacted] for the units has been reassigned to another ASC who will contact her to schedule an appointment for the repairs. 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 television. Samsung understands it is disappointing for any product to fail, whether in-or-out of warranty. The Limited Warranty on this unit was 12 months, parts and labor, which expired on or about 03/2012...

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. Please note the Class Action Settlement referenced was completed by Sept. 2013 and did not include this model television. We apologize for the inconvenience, but Samsung will not be honoring the customer’s request for repair assistance. 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.

Upon further review of Mr. ***’ claim, our system shows (after an investigation) that there was a glitch in the system which prevented the check from being reissued on 6/06/17 as he was previously advised.  In the interim, the initial check (now voided) was returned to us on 6/22/17 as undeliverable.  Mr. *** had previously confirmed that his mailing address is *** *** * *** *** *** ***, GA 30160 with an agent which has been updated in the system.  As a precaution, an email was sent to Mr. ***’ email on file yesterday, 6/22/17 to reconfirm his address before we send out the reissued check to him.  Please have Mr. *** reply to the email confirming his mailing address so the reissued check can be sent to the correct address.  Samsung sincerely apologizes for the inconvenience and any delays Mr. *** may have experienced with this case. Thank you

Spoke to Mr. [redacted] and offered to cover the parts for the repair, he accepted.

Samsung has contacted the customer to address their concerns regarding their Samsung television. To fully evaluate the customer’s request we have asked the customer to provide the following information, serial number, copy of the original purchase receipt, copies of any past work order information...

and a photograph of the symptom (if possible). The customer indicated that they were not with the television and will reply back to us shortly. Currently, we are waiting for a reply back from the customer. We will continue to monitor this case to ensure resolution. 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.

Upon further review of Mrs. [redacted]’s claim in regards to her washer, our system shows on 4/19/17, Samsung authorized a store credit for Mrs. [redacted] to purchase a replacement unit at the original place of purchase. Our normal timeframe for processing the request once approved and from the time the SRA is submitted to the time the store receives the paperwork is approximately 2 business days.  From this point, the store is responsible for contacting Mrs. [redacted] with setting up the replacement.  The Samsung agent verified all necessary customer information, including an alternate phone number, model, serial number and her e-mail address.  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.
Regards,
[redacted]

Samsung has contacted Prizelogic regarding the customer’s concerns. As Per Prizelogic, the customer has been stuck in the appeal process because the IMEI is marked invalid....

However, the device appears to be valid to me, so I will forward this customer’s information to AT&T for an update. 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