Samsung Electronics America Inc.

Samsung has reviewed Mrs. [redacted] complaint in regards to her dryer.  Our system shows the agent assigned to the claim spoke with Mrs. [redacted] on 1/26/18 and again on 1/29/18 to discuss the case.  The agent submitted an FOC (free of charge) service request; reference Txt#...

[redacted] for the unit.  The ASC has been in contact with Mrs. [redacted] to schedule the repair on the unit.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Ultimately, we cannot tell how/why the smell is there but what we can say it is not related to product defect. As per the most recent repair service technician notations the technician indicated that the customer needs a gasket that has been damaged by not cleaning the unit. This is considered physical damage and is not covered under warranty. We understand that she has done all the typical cleaning and followed other recommendations however our product support team confirmed there is no defect with the unit therefore repair needs are not covered by warranty and any repair/replacement needs are the responsibility of the owner. Therefore, once again our response will not be modified.

Upon further review of Mr. [redacted] complaint, our system shows that due to the fact that he started a warranty claim for repair, he was not eligible to return the phone to [redacted] for a refund or a replacement.  Mr. [redacted] only option was to proceed with service to repair the device which was completed on 8/22/17 and the device shipped back to him.  We apologize for not meeting Mr. [redacted] expectations of a reasonable timeframe to service his device in a timely manner.  We will utilize his feedback to consider possible changes and enhancement to our current policies and procedures.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has contacted the customer to address their concerns regarding their Samsung Refrigerator. The customer advised that the extended warranty company Assurant called and indicated that the part needed for repair was no longer available. The customer also advised that Assurant will refund...

him his contract. We explained to the customer that we are aware of this information and advised that we can offer a pro-rated buyback (refund) based on date of purchase on the unit. We asked for the customer to provide to us a copy of his purchase receipt. The customer indicated that he will need to contact Lowes and will follow up with us with the information regarding the purchase receipt. Currently, we left a voicemail for the customer to follow up with us and are waiting for a call back from the customer. 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]9.  Thank you.

Samsung has reviewed Mr. [redacted] complaint in regards to his dishwasher.  Our system shows the agent who handled the claim submitted an exchange request; reference Txt# [redacted] as an accommodation due to repair delays.  An Exch. Req. Submitted e-mail was sent to Mr....

[redacted] email on file on 9/27/17 informing him that the exchange request has been submitted for approval.  Once the exchange has been approved, Mr. [redacted] will receive further instructions on how to proceed with the exchange.  Mr. [redacted] was also advised to hold onto unit until receiving these instructions.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has contacted the customer to address their concerns regarding their Samsung Refrigerator. We have advised to the customer that he has been already set up for service which is scheduled for 6/18 under transaction [redacted] The customer confirmed that he did receive the confirmation...

email for service thus we consider this matter resolved. 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.

Our files indicate that the customer’s request regarding her Samsung oven has been reviewed an additional time per customer rebuttal request.  We have set up service for the customer.  We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted]1. Thank you.

Complaint: [redacted]
I am rejecting this response because: First you put the wrong number in your response and the number provided is not Samsung. Finally go back and forth after being told I am getting a refund, now they won't give me a refund and want to send out another person. So the last person you sent to my house refused to follow your information about calling samsung when he was unable to repair the washer. You won't resolve my issue.  LaShanda who I have been dealing with and lied about getting me approved for the refund proceeds to give me an attitude on the phone and lie more about how she never said she would get me a refund. She put in for a repair man to come to my house, that repair man refused to follow what I was told would be the process and then she happens to miss my email for an entire month never reaching back out to me. Add in her nasty attitude it's clear Samsung does not care one bit about customers.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not even receive both products in my order. I ordered two phones through the "Buy One, Get One" offer. The first one was received via FedEx, but I had to physically go to the Distribution center to receive it since it required a signature for delivery. When the second phone arrived, I followed the same procedure, as the Delivery driver left a tag on my front door stating that a signature was required and a second delivery attempt would be made. When I went to the Distribution center to retrieve the item, they had already sent the item back to the Sender, after simply one delivery attempt and one day's opportunity for me to go and pick it up.Upon mentioning this information to Samsung, I wanted my second phone sent back to me as it was mistakenly sent back to the sender. They refused to send me the phone back and said it will be restocked, and it will automatically begin to process a return. I've told them many times that I did not want to process a return, because then I would lose my promotion/discount. However, they refused to not only grant my initial request of an exchange for the unsatisfactory phone color, but my request to have my phone sent out that was part of my order. Thus, I never even received both items in the order and was forced to return even the second phone. This was almost two weeks ago, and I have yet to even receive my refund for the order. I will never again work with a company that is so difficult with the most basic tasks and gives customers a hard time. The promotions that they offer are gimmicks and there is no level of customer service within the company AT ALL.
Regards,
[redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung dryer. We have advised to the customer that getting the door reversed on the unit is an installation issue and he would have to cover that cost since this is something that is not covered under his warranty....

We also asked if he could also submit pictures of the paint chipping from the drum for further review by our Product Support team. The customer has advised that the scratches he thought were inside the unit were grease marks not scratches and also stated that he is aware of how to reverse the door on his own only that he can’t get one of the screws to come out. We told the customer that he may want to contact the retailer to have a installer come out to assist with removing the screw. 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]8.  Thank you.

Complaint: [redacted]
I am rejecting this response because:The promotion did not stipulate that it was on a first come first served basis. I believe that if there is limited supply of headphones, that an alternate or a credit equivalent to the price of the level one headphones be provided to myself as fulfillment to the bonus program. 
Regards,
[redacted]

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]

We apologize for the inconvenience you have faced Mr. [redacted]. Samsung has a reputation for building quality products and makes every effort to meet all customer expectations. We apologize that your have not been met.  Samsung absolutely strives for all of our products to last and perform to customer satisfaction.   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:As per the promotion, I purchased a Samsung Galaxy S7 from an authorized Samsung Distributor ([redacted]), within the given time frame. That is what is required by the promotion and it isn't being disputed. The attached document should be the only item needed to approve my promotion purchase. I have no idea what the IMEI # is or why it is invalid, but that is an internal issue between Samsung and [redacted]. I'm not surprised that there is an issue as when I searched the internet for Samsung/[redacted] Promotion, the internet was littered with complaints about how Samsung and their Agent [redacted] have botched these promotions. Samsung was one, if not my most trusted electronics provider. Within my family, I have 4 Samsung Galaxy S phones, 3 TabS tablets, 2 TV's, 3 DVD players and several smaller items (SD Cards, microSD cards, Muse, Activity Tracker, etc). I was debating between a new Samsung or ** microwave last week and had to choose the ** because of how Samsung has botched this promotion. I will also be buying a brand new 60-75 inch TV this holiday season and before Samsung botched this promotion, there was a very good chance that it would be a Samsung. Now there is zero chance. I have no idea what cell phones or tablets I purchase in the future, but it will no longer be Samsungs. Please thank [redacted] for rejecting my claim saving you $35 (is that what it costs for those Gearl VR goggles?).
Regards,
[redacted]

Samsung has contacted Mrs. [redacted] regarding her concerns about her washer.  Mrs. [redacted] was advised of the options that are available for the recalled washer and was made aware that the repair option does also carry an additional one year warranty.  At this time Samsung will not be...

able to honor the request for exchange or refund, however Mrs. [redacted] may reach out to Samsung if she decides to move forward with one of the TLW recall options.  We apologize again for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted Mr. [redacted] regarding his concerns with his washing machine.  The agent acknowledge the customers complaint regarding repair delay. Mr. [redacted] states that the initial contact was related to the recall repair; however during that evaluation the unit failed and did...

not operate properly. Mr. [redacted] states technician advised a motor is needed however this has been ongoing since 1/31 and recently the wrong part was ordered and the technician will not be able to complete the repair until 2/15. The agent explained info shows the serial number was not listed on the repair ticket and could have caused some of the issues related to the part order. Reassured Mr. [redacted] that the repair would be completed once parts arrive and advised Mr. [redacted] Samsung recommends moving forward with scheduled repair. Explained a refund of the product would not be an option at this time. Mr. [redacted] acknowledged feedback and expressed his frustrations regarding the whole ordeal.  We apologize again for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: [redacted]
I am rejecting this response because:I have sent Samsung proof of purchase. A warranty goes by the day of item purchased, via EIN. Samsung customer service pulled up my EIN and proved I had a warranty. I have messaged and explained to the woman as well, that I am waiting for [redacted] to email me a copy of the sellers original information, because he states himself : he is not listed via lte warehouse, but he is listed with them with other information." This company has been nothing but rude, and inconsiderate. I have been hung up on multiple times. I have been told one thing, then another. First and LAST time I will ever deal with this company. I can not make [redacted] move any faster on getting me this information. I bet Samsung could though. And AGAIN - A warranty on said item begins at the date of purchase, and EIN was proven a warranty is valid via Samsung customer service on 7 different occasions. 
Regards,
[redacted]

Thanks for your help with this matter, ID [redacted]. Yesterday afternoon, SAMSUNG responded to my complaint.  They issued me a new "Reward Certificate" for the original $200.00.  I have not tried the new code from SAMSUNG at this current time, but will this weekend.  If the code...

does not work, I will be in contact again with you, SAMSUNG and the Revdex.com.  Thanks again, I truly appreciate your help and the Revdex.com help on this matter.  I have never used the Revdex.com before, but am impressed with your services.

Samsung has reviewed Mr. [redacted] complaint in regards to his phone.  Our system shows the agent assigned to the claim spoke with Mr. [redacted] on 2/27/18 to discuss the case.  The agent advised that the device was deemed BER (beyond economical repair) based on service request; reference Txt#...

[redacted] due to abuse/physical damage.  Our system also shows that a credit hold in the amount of $134.74; reference Confirmation #[redacted] was voided 2/08/18 for the repair cost.  Mr. [redacted] later emailed the agent requesting the repair cost to be refunded back to his credit card.  The agent explained to Mr. [redacted] that the “charge” on his card was just a hold until after the repair was completed.  Once the device was deemed BER, the hold charge was voided in the system because the device could not be repaired.  At this time, Mr. [redacted] is refusing to provide the agent with supporting documentation to prove otherwise.  If Mr. [redacted] can prove that his credit card was in fact charged for this repair, please have him email the documentation to the agent for 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] complaint in regards to his Samsung.com order.  E-Commerce has advised that a refund in the amount of $269.99; reference Refund number [redacted] was issued on 1/11/18 for the order.  Please allow 3-5 business days for Mr. [redacted] to see the funds...

reflected on the account.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.