Samsung Electronics America Inc.

Upon further review of the customer’s file, the customer has been set up for a SRA exchange under transaction # [redacted] through the retailer. 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 refer to case # [redacted].  Thank you.

Upon further review of Mr. [redacted] complaint, our system shows that he has a 2011 model unit in which is OOW (out of warranty) and no accommodations are provided however as a one-time courtesy, he was granted another repair on the unit. This last repair; reference Txt# [redacted] on Mr. [redacted] unit has a 30 day warranty.  In regards to how the service center is accounting their fees, Samsung has noted Mr. [redacted] account on this matter.  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 dishwasher. We have offered the customer an exchange. The customer has accepted and we have proceeded accordingly.  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]5. Thank you.

Samsung has reviewed Ms. [redacted] claim in regards to additional compensation for taxes.  Our system shows the agent who handled the claim contacted Ms. [redacted] today 5/18/17 to clarify that she received the taxes for the washer and dryer.  Samsung apologizes for the confusion in...

regards to this however, upon further review on the BOS (Bill of Sale) Ms. [redacted] provided, it shows the tax in the amount of $75.09 is listed twice on the corporate receipt which caused the confusion on the amount to be refunded.  Prior to the agent contacting Ms. [redacted], they contacted the retailer and confirmed that the tax in the amount of $75.09 is correct for both units.  As it stands, the $75.09 tax was included in the washer refund in amount of $569.09; reference Txt# [redacted] for both the washer and dryer.  No further accommodations will be made for this claim.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon further review of Mr. [redacted]’ claim, the cracked screen on his unit is deemed as physical damage.  In the conversation with the agent, Mr. [redacted] admitted that the unit had the crack only after he moved the unit.  Samsung’s stance remains the same in that Mr. [redacted] actions caused the physical damage when he moved the unit from the TV stand to the blanket on the bed as he stated.  As the agent handling his claim explained, physical damage to the unit is not covered under the warranty.  No further accommodations will be made for this claim.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their concerns with their all-in-one pc.  Mr. [redacted] was advised that the unit was returned to him on 02/09 un-repaired.  He has also been advised to contact [redacted] once he received the product so that service can be repaired...

under warranty, we are awaiting the customer’s response.   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: Yes, they did call and left me a message. I returned their call not 5 minutes after and left a message for them to call me back. I am still waiting for that call back. They emailed me an email. None of it explained about my complaint, it was just a scripted email. see below. - Where does it explain why my part was no longer in stock and my TV is less than 5 years. Why do they stop making parts for any product once the product turns 5 years. Why are they forcing us the customer to purchase a new TV because the part is not longer available. The TV is still in good condition and it is less than 5 years. See below pleaseMs. [redacted], 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 [redacted]Samsung Electronics America, Inc.[redacted] press 1 then ext.[redacted] 
 
Regards,
[redacted]

[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.  The representative that assisted in resolving this matter was extremely professional and efficient.  My phone device performs as expected and Samsung has sustantiated themselves as my continued choice in electronics goods and services!
Regards,
[redacted]

Upon review of the customer’s file history a refund check was issued to the customer on 03/04/2017 with compensation ticket # [redacted]. Depending on the form of payment that he requested it can take up to 7 business days to be received. 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].  Also you could reach us at [redacted] Thank you

Sent from my iPad.   Complaint as been resolved.  Technician came April 12, 2017.  Replaced the board on stove.  So far it is working.  I would like to thank you for your help in solving this matter.

Complaint: [redacted]
I am rejecting this response because: I have reviewed the Company response and fail to see how they have made any effort to further resolve my concerns. They have provided me nothing further to respond to. If they would like to contribute something substantiative to this conversation I would be happy to respond. Thank you for your time...
Regards,
[redacted]

Samsung has contacted the customer regarding their washer. The customer has been educated on the Voluntary Recall Programs rebate option. Unfortunately, we do not reimburse tax on the units. 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 Mr. [redacted] claim in regards to the recall rebate for his washer.  The agent handling his claim emailed him a letter of disposal for the unit on 2/24/17.  Mr. [redacted] needs to reply to the agents email providing proof of purchase and the rebate form completed in order...

to move forward with the rebate option.  As of 3/07/2017, Mr. [redacted] has yet to respond to the agents email with the required information.  Please have Mr. [redacted] email the agent at [redacted] with the documentation needed to proceed with the claim.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has contacted the customer regarding their Oven. The customer has been offered a one-time FOC Repair and he has accepted (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

Samsung has reviewed Mr. and Mrs. [redacted]’ complaint in regards to their television.  Our system shows the agent assigned to the claim spoke with Mrs. [redacted] on 2/23/18 to discuss the case.  The agent explained to Mrs. [redacted] that the unit was deemed physical damage (point of impact...

on screen) based on the last service; reference Txt# [redacted] by the ASC.  The agent further explained to Mrs. [redacted] that unfortunately this type of damage is not covered under Samsung’s warranty.  Regrettably due to the unit being deemed physical damage, 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.

To resolve this matter Samsung will honor replacement of the Galaxy Note 5.A UPS premailer box will be delivered to the consumer in order to return the original Note5. Once the phone has been returned to Samsung we will ship replacement out with next day delivery.Thank you

Details regarding the accessory exchange process (shipping location, turnaround time... etc.) are provided when contacting support at [redacted] to create a new service exchange ticket. A live agent will assist with processing the service request and answering any additional questions related to service.Thank you

Samsung has contacted the customer regarding their Gear watch. Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility. 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

Dear Ms. [redacted]:Thank you for providing your order number which helped to further assist with your case.  Our system shows a full refund in the amount of $275.00; reference Refund #[redacted] has been issued.  Please allow 3-5 business days for the funds to reflect in your account. We apologize for any inconveniences and delays you may have experienced with this case.  Sincerely, Samsung Office of the President

Complaint: [redacted]
I am rejecting this response because:I'm being charged $70.31 for repair. Details from email state Software update mobile OS updates software reflash. That's how an Samsung employee destroyed my phone in the 1st place.
Regards,
[redacted]