Samsung Electronics America Inc.

Samsung has reviewed Ms. [redacted] claim in regards to her rebate.  Our system shows the agent assigned to the claim was unable to reach Ms. [redacted] by phone and contacted her via email.  On 9/13/17, the agent replied to Ms. [redacted] email informing her that the...

rebate in the amount of $594.00; reference Txt# [redacted] she received was correct amount for the unit.  The agent explained to Ms. [redacted] that the rebate of $594.00 is the amount paid for purchase the new unit plus the $15.00 haul away fee for the recalled unit.  The agent further explained to Ms. [redacted] that per Samsung’s rebate policy, she cannot receive more than what she paid out of pocket for the new unit.  Regrettably, no additional accommodations can be made for this claim.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Upon further review of Mrs. [redacted] complaint, our system shows the agent who handled the claim informed her that due to the fact that the unit has not been deemed un-repairable or defective that Samsung would not be able to grant her request for a refund at this time.  The agent offered additional service to see if the issue is a serviceable one or if we need to look into additional accommodations.  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:  The Samsung representative who contacted me stated that they will not repair the dryer window door as it is cosmetic and not covered under warranty.    If indeed I can submit a receipt for refund, that will be acceptable but the representative never made any mention of that.  Please provide clarification if this is possible.
Regards,
[redacted]

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.  We must confirm that in order for Samsung to proceed with a battery, or any accessory replacement, as per the Samsung Standard Limited Warranty the defective product must be returned to Samsung...

prior a replacement being shipped.  Turnaround time for this prices is 2 business day shipping to and from Samsung and 1-3 business days for processing totaling a possible 7 business day exchange period. At this time an RMA was created for a battery exchange, RMA # [redacted].  As a one-time courtesy Samsung will authorize the advanced shipment of the battery replacement, however, you will need to utilize the UPS E-label we have emailed to [redacted] for return of the defective battery upon receipt of your replacement.  The new battery will ship between 1-2 business days. Thank you

Dear Mr. [redacted]: Thank you for being a valuable customer.  We apologize for the inconveniences you experienced trying to obtain the S8 promotional bundle. Our Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code...

to redeem your promotional item.   Sincerely,Samsung Office of the President

We do understand the frustration this has caused, hoewver, again Samsung must be allowed the opportunity to exhaust all repair options available. We are unable to provide immediate replacement of this unit. Upon receipt of your device repair service can be expedited, which provides turnaround time of 1-3 business days, and the unit can be returned with overnight delivery. If need be, the address for return shipment can always be changed and delivered to you at your vacation address if it has not been returned prior to your departure. We do apologize, however, Samsung will need the return of your product in order to provide the free of charge, motherboard replacement which should bring resolution to this issue.Thank you.

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the customer was rejected by [redacted] for T1-No CTN Activity Match. We will resubmit to [redacted] for review of the customer’s account. 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 Television. A Samsung Representative has explained to the customer that there are disclaimers that explain features are subject to change without prior notifications. 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]

Samsung has reviewed Mr. [redacted]’ claim in regards to his television.  Our system shows a one-time courtesy service request; reference Txt# [redacted] was submitted for the unit.  An ASC agent will be in contact with Mr. [redacted] to schedule the repair.  We apologize for...

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

Samsung has contacted the customer regarding their washer. The customer was informed to call the voluntary recall number but the customer has refused and ended the call. 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 to address their concerns regarding their Samsung Washer. We have advised to the customer that due to the fact that his unit is out of its original one-year limited manufacturer’s warranty we would not be able to grant his request for full repair coverage. We...

explained that the part(s) only coverage is the only accommodation that can be provided.  We ended up setting up a repair for the customer with the honored part(s) only coverage leaving him responsible for any trip/labor fees. 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.

Samsung has reviewed Mrs. [redacted] complaint, our system shows the agent assigned to the claim attempted to contact her again today, 10/18/17 but was unsuccessful in reaching her.  The agent left Ms. [redacted] another voice message advising her to contact them directly in order to discuss the claim further.  Please have Ms. [redacted] return the agents’ call at her earliest convenience for further assistance with the case.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung received confirmation from Prize Logic as of 4/4/16 stating you were contacted directly and this issue was resolved.  Prize Logic explained that you were misinformed and were indeed scheduled to receive the Gear S2s. Thank you

Samsung has reviewed Ms. [redacted] complaint in regards to her washer.  Our system shows a refund request in the amount of $524.25; reference Txt# [redacted] was submitted for the unit.  The Refunds Dept. has been trying to contact Ms. [redacted] via phone but has been unsuccessful in...

reaching her in regards to the serial decal sticker.  The Refunds Dept. has advised that if Ms. [redacted] can take a picture of the serial decal sticker in the back of the unit and send it in, the unit will not have to be picked up. The agent was not able to leave a voice message for Ms. [redacted] because her voicemail is not set up.  The agent emailed Ms. [redacted] advising her to take the picture and send it in so that the refund can be processed in a timely manner.  Please have Ms. [redacted] provide the picture of the serial decal sticker at her 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.

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service. Samsung as a courtesy will evaluate your product and determine the appropriate resolution to this issue. Please take advantage of the free shipping...

instrument that will be provided for the return of your product. If you would like to proceed with warranty service, please contact [redacted]. Thank you.

Samsung has contacted the customer regarding his concerns with his refrigerator. The agent was unable to reach Mr. [redacted] so a voicemail was left. Please contact Jahala at your earliest convenience and she will assist.  We apologize for any inconvenience and delays the customer 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 Tablet. The customer has been approved for a refund and the customer has accepted (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 and refer to case # [redacted].  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 find it quite ridiculous that it took a Revdex.com complaint and weeks of being ignored by the company to get to this resolution, but the bottom line is, I only wanted them to honor the warranty on my tablet.Thank you for your assistance.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I paid the price listed on the website and the funds were collected by the business right away. Additionally, business confirmed the order placed by sending a confirmation few hours later. During this transaction, they also collected and have my personal information now.
Regards,
[redacted]

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Our records indicate that a member of the accessories department spoke with you on 7/20/2015 and assisted you with the replacement of your battery packs.Samsung would consider this matter as resolved.