Samsung Electronics America Inc.

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 received your new Samsung S8 with a scratch.  Samsung believes in building quality products, and we apologize for not meeting your expectations.    The feedback you provided is vital to Samsung and our commitment and dedication to our products and services.  We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures.  We apologize for any inconveniences and delays you may have experienced with this case.   Sincerely, Samsung Office of the President

Thank you for emailing the CEO’s Office. We apologize for your inconvenience and appreciate your patience. Samsung Electronics America, Inc., in cooperation with the U.S. Consumer Product Safety Commission (CPSC), announced a voluntary recall of certain top-load washers manufactured between March...

2011 and current production dates.We recommend that you visit the website www.Samsung.com/us/TLW or call ###-###-#### for more information regarding the recall program. The value of your washer is based on manufacture date and model. If you disagree with the rebate amount, you can choose the first option which is a free in-home repair that includes reinforcement of the washer’s top, which I see that you have already taken advantage of. Consumers who choose the in-home repair will receive a free one-year extension of the manufacturer’s warranty, regardless of the age of their washer. The free in-home repair is not available for mid-control washer at this time. Regrettably I will not be able to assist in exchanging your washing machine.Best regards,Samsung Electronics

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.At this time our records indicate your handset is still with Samsung's Repair Center undergoing a second evaluation.  A determination regarding resolution has not yet been provided. ...

Once the evaluation has been completed the product will either be repaired and returned, or you will receive a follow up call from the repair facility.We do apologize for any inconvenience this may cause.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 from Samsung is still unsatisfactory to me.
No business should be allowed to wash their hands of a problem, which started during their warranty period and still continues even now.  The laws which protect consumers need to be changed to cover when a problem occurred while under warranty and the same problem continues to be unresolved at the end of the warranty, the manufacture should still be responsible until that problem is completely resolved.  But to end this farce, I checked the I accept box.   
Regards,
[redacted]

Samsung has contacted the customer regarding their television. The customer has been informed the previous repair accommodation was accurate and we apologized for the inconvenience. 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

Complaint: [redacted]
I am rejecting this response because:Lets pretend that you refunded the money, Why is it that you then tell me that I have to pay for an "Out of Warranty Repair", but won't accept a payment to make an "Out of Warranty Repair"?  I am more than willing to pay you to do an "Out of Warranty Repair".  That is what I paid you for in the first place.  However, you have sent the phone back, un-repaired, and refused to do an "Out of Warranty Repair".  You refused to even look at the phone.I would be more than happy to pay you to do it, as that was what I requested in the first place.
Regards,
[redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung Television. As an accommodation, we have offered Mr. [redacted] a direct exchange. Mr. [redacted] accepted our offer and we advised that our exchange department will contact him in a few days 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]3. Thank you.

Dear Valued Customer,

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Thank you for contacting the Office of the President at Samsung Electronics America. We appreciate your interest in Samsung products and technology. We have forwarded your request to the proper department for further consideration.
 
Best Regards,
SEA Office of the President

Samsung E-Commerce division has reviewed the customers concerns regarding their Galaxy Gear 2 promotion. The consumer’s location code is valid and the prize we have...

approved him for is the S2. We have sent him an email informing him of this. 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.  Thank you

According to our files, Samsung has contacted the customer regarding her Revdex.com complaint. Based off of our customer service records, we have offered the customer a $50 gift card off his next purchase and apologized of the units being on backorder. We apologize for any...

inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung and ask for the E-Commerce department at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday.  Thank you.

Samsung reviewed Mr. *** claim in regards to the 128 memory card and refund of shipping charges.  Our system shows an E-commerce agent spoke with Mr. *** and informed him of the terms and conditions for Samsung promotions.  The agent further explained that the promotion was...

while supplies last.  Since the product was not added to his order, it indicated that the promotional product was no longer available.  The agent also explained that Samsung.com does not operate on a live system. This may be why Mr. *** saw the 128 MB memory card initially showing in his cart but not on his order confirmation and order invoice.  The agent informed Mr. *** that they would submit a refund for the shopping cost as compensation.  He can expect the fund to be credited back to the payment method used to place the order within 3-5 business days.  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: If I send the cellphone to Samsung then I will not have a phone to use. I do not have any alternate phones or funds to purchase a new one.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they say refund will be within ten days after product is returned .Been waiting almost two months to return product. They are hoping I would accept resolution to this issue because I contacted you and as you stated issue would be closed with Revdex.com in ten days. Would like to keep file open till refund is received. When refund is received will be more than happy to cancel complaint
Regards,
[redacted]

Samsung has contacted the customer regarding their washer and has been set up 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...

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

Thank you for your response. After a lengthy process, Samsung has refunded the price of our washer as requested and originally agreed upon. Although I am not at all happy with how it was handled, ultimately we got what we wanted and the case can be closed.

[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. HOWEVER - I am experiencing difficulty with some of your repair companies who want to visit my home in the middle of the day during the workweek.  I am ONLY available on Saturday for the repair to be completed.  I am sorry but I work two jobs.   For Ticket [redacted] the repair company canceled the repair because I cannot be at my home at 9am on a Thursday.  I need someone to address this because when I spoke to the customer service person at [redacted] she could not or refused to handle it there and transferred me to SAMSUNG.
Regards,
[redacted]

I am rejecting this response because:Water leaking into the trays is a well known issue with this refrigerator model according to Consumer Affairs. The Samsung authorized repair shop has also stated that water leakage is an issue that Samsung has refused to address. When this first happened last year, Samsung did not fix the cause of the leaks during the warranty period and merely put a bandaid on it until our warranty ran out so we'd have to pay for the real repair. Having to wipe up water every morning at the bottom of the refrigerator is a big inconvenience, not to mention I've already spent 2 hours on the phone with Samsung and the local repair shop trying to sort this out. I believe we should be compensated in the form of either a partial refund for the refrigerator, a replacement of a different model and/or an extended warranty for our troubles to ensure that this does not happen again. A refrigerator should last at least 5-10 years. This one repair per year thing is ridiculous.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Samsung accessories hold a one year warranty from the date of purchase. Therefore, accessories included in the packaging of your phone hold a one year warranty from the date the phone was purchased. Based...

on [redacted] the Galaxy S 5 is still under warranty, which means the headphones are as well.  If headphones were purchased separately then a proof of purchase receipt would be required in order to confirm warranty is valid and the model headphones. Samsung must have the defective headphones returned prior to shipment of replacements to ensure the same model headphones are returned. Samsung has made a request for a UPS Premailer box to be sent to you in order to retrieve the headphones, and once received an exchange can be processed. Samsung will only be able to provide one pair of headphones. Please expect arrival of the premailer box on Monday, August 8th. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung television. We have advised to the customer that Samsung is no longer covering the cost to replace capacitor related issues. We further explained to the customer that the only option at this point if he does...

not want to proceed with service would be a pro-rated buyback (refund) based on ownership. We have requested for the customer to send us his serial number from his unit and a copy of his sales receipt for further review. 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]6.  Thank you.

Samsung has reviewed Ms. [redacted] claim in regards to her Samsung Galaxy S7 phone.  Our system shows the agent handling her claim spoke with her on 4/11/17 and she informed them that the phone had water damage. The agent submitted a FOC repair request; reference Txt# [redacted] and sent an...

E-label; reference UPS tracking # [redacted] to send the device in for service.  The device was repaired and shipped back on 4/21/17 to the address on file.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you