Samsung Electronics America Inc.

Samsung has attempted to contact the customer regarding their smart phoneUnfortunately, we have not heard back from the customerPlease have the customer
contact us at *** so we may assistWe 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 # ***. 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 ***, and find that this resolution is satisfactory to me. I have spoken directly to the office of the president *** *** ***), and we have come to an agreement on the product. Regards, *** ***

Upon further review of Ms*** claim, our system shows the agent who handled the claim spoke with her today, 6/20/to advised her that the resolutions provided in our initial response to her Revdex.com complaint have not changed The agent advised Ms*** that the only options available would be to proceed with OOW (Out of warranty) repair service or Premium Care for a replacement phone with the $deductible Ms*** informed the agent that her device is no longer having any issues; it cleared up on its own and she no longer requires service However, Ms*** stated her complaint in regards to the treatment from Customer Service still stands. The agent apologized to Ms*** on behalf of CS and advised her that the improvement plans Samsung puts in place are done internally and her feedback will been utilized to help our customer service experienceWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mr*** complaint in regards to his refrigerator Our system shows the agent assigned to the claim spoke with Mr*** on 10/24/to discuss the case. The agent informed Mr*** that since he went through his extended warranty company and not
Samsung to repair the unit, no accommodation can be provided for the claim. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: ***
I am rejecting this response because:
Yes, they did call and left me a messageI returned their call not minutes after and left a message for them to call me backI am still waiting for that call backThey emailed me an emailNone of it explained about my complaint, it was just a scripted emailsee below- Where does it explain why my part was no longer in stock and my TV is less than yearsWhy do they stop making parts for any product once the product turns yearsWhy are they forcing us the customer to purchase a new TV because the part is not longer availableThe TV is still in good condition and it is less than yearsSee below please
Ms***,
Thank you for contacting Samsung Electronics, Office of the President, we appreciate the opportunity to respond to your concerns. Feedback is always appreciated
Samsung understands it is disappointing for any product to fail, whether in-or-out of warranty. Samsung believes in building quality products and make every effort to meet all customer expectations. However, over time, with regular use, it is possible for a manufactured product to require service or repair
We apologize your recent product experience may dissuade you from considering Samsung in your future purchasing plans but we hope our continued commitment to quality, product innovation and development will allow Samsung to be considered once again.
Thank you
*** ***
Samsung Electronics America, Inc*** press then ext.***
Regards,
*** ***

Upon further review of the customer’s file, customer was educated that $incentive is ineligible unless chose option of purchasing Samsung unitAdditional $will not be eligible for this customer as website states "Consumers who choose a Samsung washer will receive an additional loyalty
incentive up to $toward their new Samsung washer purchase." For further inquiries, please have customer contact Samsung at *** between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***. Thank you

Complaint: ***
I am rejecting this response because:Samsung sent me the Refund Acceptance Document to send them photos of cut power cord and serial decalsI replied back with all needed information and never heard backI sent it again the the CEO's office email twice and never heard back as wellThis is a waste of time and energy!
Regards,
*** ***

Upon further review of the customer’s file, the customer was previously notified the IMEI from *** *** was deemed invalid for this promotionWe 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 # ***Thank you

Samsung has contacted Mr*** regarding his concerns about his washerThe agent has set up a repair under transaction #***. If any further assistance is needed please contact the agent directly. 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 thru Friday and refer to claim# ***. Thank you

Complaint: ***
I am rejecting this response because: of the message received from SamsungI have spoken with *** and the error is not on their end I was never allowed to continue to the next step to register with *** The coupon was redeemed but the promotion was not delivered I want Samsung to make good on the promise of the promotion and if there is an error and a customer is not satisfied they should make it right
Hello,Thanks for the inquiryAs per the terms and conditions of this promotion we cannot substitute any gift offered*** If you are having problems please visit *** and follow the instructions provided. Have a great day,Samsung Tier II Promotion Support
Regards,
*** ***

I am rejecting this response because: What is the point of having a warranty on your phones? At least with Apple you can go to their store and if they can't fix it on the spot they will give you a loaner phone until your phone is repaired because when you have a $phone they are fixing and they give you a $phone. They are almost certain that you will return their loaner phone to get your phone backEven other phone makers just take a credit card number and send you a phone while yours is being repaired and once you get your phone back they will charge your credit card if you don't return the loaner phone. I guess I will be going back to an apple phone since your company does not have a warranty that is worth anythingIt is sad that a large company like yours doesn't care about regular consumers

Complaint: ***
I am rejecting this response because: I have tried on ocassions to contact the office and have left voice mailThay have returned the call once at
Regards,
*** ***

Thank you, Samsung - I appreciate the quick response and offer to resolve my concernsI will send a separate email containing the document requested - it has personally identifying information and I am not sure if that is posted publicly by sending this email Thank you once again, I will be sure to share the much appreciated customer service. [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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Per review the replacement request was delayed. All replacement orders must go through an approval process which is beyond agent control
We have confirmed replacement approval has been completed, and outbound shipment of the unit will take place no later than tomorrow, by close of business
We do apologize for the delay
Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim
Please note that under the coverage section of the Samsung Standard Limited Warranty it clearly states that physical damage is not covered
Under warranty payment for repair of the LCD
would be required in order for Samsung to provide resolution. Additionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicing. In some cases, they may send out a replacement phone and the defective phone is sent back to them in return. For more details on a possible exchange, please contact your service provider
To continue with repair please contact Samsung Customer Support at ***
Thank You

Samsung has contacted the customer regarding their television. Unfortunately, warranty does not cover cosmetic or physical damage & deemed physical
damage per the ASCWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at *** between the hours of 9AM and 6PM EST, Monday through Friday and refer to case * ***. Thank you

Samsung has contacted the customer regarding their concerns with their TelevisionSamsung has approved an exchange replacement of the Television and customer has acceptedWe apologize for any
inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at *** between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***Thank you

Samsung has reviewed *** *** complaint in regards to the parts for his refrigerator. Our system shows the agent assigned to the claim made several attempts to contact *** *** by phone but was unsuccessful in reaching him. The agent left *** *** voice messages, following up the last
call with an email advising him that as of 11/8/17, the missing parts were being processed to be shipped. The agent advised *** *** allow 7-business days for receipt of the partsThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, we reviewed the customer’s order and that customer’s refund was credited successfully to the payment method used to place the order on 2/9/We apologize for any inconveniences and delays the customer may have
experienced with this case. Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.To resolve this matter Samsung would like to extend a replacement offerTo proceed with the exchange of your device please refer to the new Service Ticket # of *** , and utilize the UPS E-label
emailed *** for return of your defective handsetUpon receipt of the original product the replacement unit will be shipped.Thank you