Samsung Electronics America Inc.

Samsung has contacted the customer regarding their smart home. The customer has been sent a pre-mailer to retrieve their device for warranty 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. The product was returned without repair due to the fact the repair center found components within the device consistent with the repair of an unauthorized dealer, meaning previous repairs had...

been performed on the device by a third party and not a Samsung authorized dealer.  Phones sent to Samsung under these conditioned are returned to the user unrepaired. As a one-time courtesy Samsung will authorize repair for your handset, however, a repair fee of $182.89 would be required for the complete repair of your device. If you would like to proceed with the repair please contact Samsung Customer Support directly at ###-###-####, refer to the new RMA # of [redacted] and make payment for the service.  Once payment is made a new UPS E-label will be emailed to you for shipment of your unit back to Samsung.   Outside of this repair offer Samsung would have to refer you to your service provider directly for possible resolution. Thank you

Samsung has contacted the customer regarding their concerns with their Dryer. Samsung has setup service for repair but the customer refused to wait for service and purchased a new Dryer. 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

As per Ecommerce, customer can not be given a refund, although due to the terms of conditions which forbids outside of the 30 day return policy. Customer was contacted by Ecommerce about this issue. However, we will be making an excpetion and provide return shipping labels to the customer. The...

customer has been informed again, that return label will be emailed to her and upon arrival of the product, she will be receiving her refund for the product. 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.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] We have addressed [redacted]’ concerns and she has accepted our proposed resolution of 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]0.  Thank you.

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, the customer was informed that we can set up a return for the defective/damage device received. The replacement device will not be processed until the damaged device has been retrieved. 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

its alreadt been a long time what are you guys waiting for  
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the customer registered on 3/13 and was originally rejected due to the blurry image uploaded. The customer has been in contact with the customer support representatives. The representatives confirmed with the customer the...

rejection and because of the blurry image sent. The customer was asked to provide a clear image for the resubmission. The resubmission has been approved and the customer has been informed. 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 telecommunications division has contacted the customer regarding their concerns with their device.  The agent has requested that the customer send in the device so that a compensation ticket can be created.  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 ###-###-#### between the hours of 9am and 6pm EST Monday thru Friday and refer to claim# [redacted].  Thank you

Thank you.  This information helps to confirm that this was not a warranty exchange, but a direct online purchase and return.  The complaint has been forwarded to the proper parties for review. Please allow 24-48 business hours for follow up.Thank you

Samsung has contacted the customer regarding their washer. The customer has been set up for a refund under transaction # [redacted]. Please have the customer hold on to their unit, the customer will receive an email regarding the refund process via their email address. 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 reviewed Ms. [redacted] claim in regards to her phone.  Our system shows that the agent who handled the claim called the RSI to see if they repaired the unit after it was received for service.  The agent was informed that the only thing the technician did was remove the...

back off the device, saw that the water proof tape was not from the manufactory, replaced the back on the device and listed the device as BER (beyond economic repair) for unauthorized repair in the system.  The device was then shipped back to Ms. [redacted] unrepaired.  Due to the device being deemed BER for unauthorized repair, no 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.

As it has been explained Samsung cannot determine a resolution until the products have been evaluated.  We cannot confirm any outcome regarding repair charges at this time.To continue with the service offer please provide the IMEI numbers for both devices so the proper requests can be made for retrieval.Thank you

Complaint: [redacted]
I am rejecting this response because:
I got a call from a rep who refused to stop repeating what her notes were saying, even though it contradicts what the tech and I said and saw. The rep then hung the phone up after raising her voice and getting an attitude. No effort was made on the part of the business to resolve the issue. All the call did was give me unneeded harassment from a hard headed rep who also had a very bad attitude.
Regards,
[redacted]

Samsung has reviewed Mr. [redacted] complaint in regards to his television.  Our system shows the agent assigned to the claim spoke with Mr. [redacted] on 10/11/17 to discuss the case.  Mr. [redacted] told the agent that he purchased the unit in 2012 and in 2014, had a panel issue which was...

repaired.  Mr. [redacted] is requesting either an FOC (free of charge) repair and/or a replacement of the unit.  The agent informed Mr. [redacted] that the system shows he only had one completed repair on the unit and asked if he had anymore completed repairs since.  Mr. [redacted] told the agent that he didn’t have any additional repairs other than the first one.  The agent informed Mr. [redacted] that Samsung warranty is service based only and in 2014 he was provided a one-time accommodation for the FOC repair.  The agent informed Mr. [redacted] that unfortunately his unit was too far OOW (out of warranty) to be provided with any additional accommodations.  The agent offered Mr. [redacted] OOW service which he declined however he requested parts department number which the agent provided.  The agent also advised Mr. [redacted] that if he changes his mind on the OOW repair, to give them a call for further assistance.  The agent emailed Mr. [redacted] with their contact information should he need further assistance.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has reviewed Mr. [redacted] claim in regards to a refund for his Samsung.com order.  Our system shows Mr. [redacted] requested for his order to be cancelled on 4/18/2017 but the order shipped out before the cancellation request was finalized.  Mr. [redacted] refused shipment and...

the products were received back at the Samsung warehouse.  A refund in the amount of $816.56; reference Refund number [redacted] has been submitted for Mr. [redacted] order.  The refund was submitted on 5/9/17 and a refund confirmation email was sent on 5/10/17 to Mr. [redacted] email on file.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr.  [redacted] claim and our system shows that the Samsung.com order was refunded on 2/26/17 in the amount of $502.31; reference ID # [redacted].  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has contacted the customer regarding their smart phone. The customer has been set up for service repair and sent a label for retrieving the device. 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 E-Commerce regarding the customer’s concerns. As per E-Commerce,  we informed the customer to allow 3-5 business days to see the funds reflected on the account. The product was returned on 1/30/17 to the warehouse and the refund has been processed on 2/1/17. 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

The fact that this employee doesn’t give me a call back number to discuss the inaccuracy. The that my serial number to my phone doesn’t match their records? I’m still under contract with [redacted] and I want to know why  my serial numbers do not match their records. This is serious, also I want to discuss why I didn’t get a manual. Lastly I want to discuss why I can hear out of the left side of the ear plug only. This is highly unheard of! I was told by the same ghost writer that my serial numbers don’t match up.  I purchased this phone from [redacted] and was never told about a one year warranty. Otherwise I would not have signed a contract for two years. It is very important to know who is communicating with the Revdex.com. I was never given a name of who responded to my complaint. Or the opportunity to reach someone at their corporate level. I know your office suggested an appeal but the initial process was mishandled. Thank you for your assistance.