Samsung Electronics America Inc.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Unfortunately our records do not indicate a pending [redacted] claim in progress. At this time a [redacted] claim has been created, ticket # [redacted]. You will need to allow the necessary time frame for the claim to be...

investigated and a resolution to be provided, 8-10 business days. Once a resolution has been determined a member of the Samsung [redacted] claims department will contact you with the outcome.We do apologize for any inconvenience this may cause.

Samsung cannot provide resolution to this matter without the return of the product for evaluation.
To receive service a new Service Ticket will need to be processed.
Please contact Samsung Customer Support at [redacted] for assistance.Thank you

As per Samsung e-commerce division Mr. [redacted] placed an order for a Samsung Galaxy S7, 32GB, (Unlocked), Black Onyx 11/24/2016. The customer’s purchase qualified him to receive a free wireless charging pad and a free Gear VR.  The $250 e-certificate was offered with the purchase of a...

(Locked) carrier based Samsung Galaxy S7 or Samsung Galaxy S7 edge. This offer was available between November 24, 2016-November 28, 2016.  The customer's order did not qualify him for a $250 e-Certificate.  We apologize again for any inconveniences and delays the customer may have experienced with this case. Thank you

Our files indicate that the customer’s complaint regarding Model # DV409AEW/XAA has been reviewed an additional time per customer’s second rebuttal request. Based on our customer service records, we accidently had a typo within our rebuttal response. We are aware that the customer has a dryer and we do have his full model and serial number on file. Additionally, we internally contacted Lowes to see if we can expedite their process of providing the customer with his service records. As indicated before, once we received this information from Lowes we will re-open his case and can then look into accommodations. 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]7.  Thank you.

Samsung has reviewed Ms. [redacted] claim in regards to her phone.  The agent handling her claim made several attempts to contact by email and phone but have not been able to reach her.  The last attempted call was on 3/23/17 to the phone number on file.  The agent left another voice...

message with their contact information and advised Ms. [redacted] to contact them for further assistance.  Please have Ms. [redacted] respond to the agent if she still needs assistance with her claim.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted Prizelogic regarding the customer’s concerns. As per Prizelogic, the customer’s submission has been approved for the television promotion. 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

Samsung business center has contacted the customer regarding their concerns.  The business center has confirmed that they have spoken to Mr. [redacted] and will be processing an exchange for his unit.  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

Upon further review of Mr. [redacted]’s claim we apologize for any inconvenience however there will be no further accommodations.   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 claim [redacted].Thank you

Samsung has contacted the customer regarding their refrigerator. The customer has been offered an exchange and the customer has accepted 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

Samsung has contacted the customer regarding their dryer. The customer has been advised that we would like to follow up with our Product Support regarding the customer’s issue and will follow up with the customer when we receive an update. 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

As per Samsung E-commerce they are not able to locate the order for this customer.  They searched by name, email and phone number to no avail.  Please provide am order number so that we may be better able to assist.  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 has reviewed Ms. [redacted] claim in regards to her dryer.  Our system shows a request for service repair; reference Txt# [redacted] was submitted for the unit.  An ASC agent will contact Ms. [redacted] to schedule an appointment for the repair.  We apologize...

for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr. [redacted] claim in regards to his dishwasher.  Our system shows the agent who handled the claim spoke with Mr. [redacted] on 7/19/17 who informed the agent that he is having the unit replaced through The [redacted].  Mr. [redacted] provided the agent with...

his Case# [redacted] for the exchange with The [redacted] to be noted on the account.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has reviewed Mrs. [redacted] claim in regards to her rebate.  Our system shows a rebate check in the amount of $460.00 (including $15.00 Haul away fee); reference Txt# [redacted] was issued on 5/08/17 for the unit.  Please allow 5-10 business days after the check has been...

mailed to receive it. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung is not fulfilling their pre-order promotions within the advertised time frame - even though they have the product in stock on their website. Their customer service center is rude and just tells you to take a hike.
If I go online Samsung GEAR VR if purchased will ship in 2-3 days, but because I showed loyalty to the brand and pre-ordered my device I am told that I will not receive my device until May or possibly even later? Meanwhile, I have friends walking into stores like sprint and walking out with a new VR the same day. What is going on? You need to honor and fulfill all pre-order Samsung VR's prior to selling another one.
Samsung advertised I would be able to receive the Gear VR in 4-8 weeks when pre-ordering my phone and the time span is now estimated to be 12 weeks or longer. Not okay, especially when they are in stock.

Samsung has reviewed Ms. [redacted] claim in regards to removal of her washer and dryer.  Our system shows the agent who handled the claim emailed Ms. [redacted] and apologized for any misinformation she received however Samsung will not be able to honor her request to pick up or...

dispose of the washer/dryer units.  No accommodations will be made for this claim.  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. Under the coverage section of the Samsung Standard Limited warranty physical damage is not covered. Although the damage was caused while performing an action on the device, pressing the home...

button, the damage seems to have occurred due to the amount of pressure applied. Although Samsung cannot warranty the Free of Charge repair based on the extent of damage, we can offer to discount the repair. The price has been adjusted to $70.31.  Once paid repair can be completed.  Please contact Samsung Support at [redacted] to process payment. Payment would need to be made prior to end of business 6/13/2016 in efforts to prevent phone from being returned without repair. Thank you

Samsung has contacted the customer regarding their washer.  The customer has also requested refund for their washer. Unfortunately, due to the unit being out of warranty the previous repair cost is the responsibility of 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you. Also you could reach us at [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]. The resolution does nothing for compensating me for my wasted time, and does not properly address the process and procedure changes that Samsung will be making to ensure this does not occur again. While I did receive my replacement device, I am not satisfied with this response. 
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]. I have sent the email regarding the offer of a refund. However, as the instructions to self-repair the washer likely came over chat or phone, I was unable to locate transcripts. During my phone conversation with the Samsung representative, she told me that she did not doubt my statement, and that failure to produce transcripts would not prevent me from receiving an acceptable response, which is either a full repair of the washer, or a full refund.I am grateful to Samsung for reaching out to me, but do not consider this matter successfully concluded yet.
Regards,
[redacted]