Samsung Electronics America Inc.

Samsung has made several attempts to contact Mr*** in regards to his claim for his phone and have been unsuccessful in reaching him. The 1st attempt was a call to the phone number provided ###-###-#### at 5:pm on 2/22/17, leaving a voice message to contact the agent handling his
claimThe 2nd attempt was a follow up email to *** on 2/27/with no response. The 3rd attempt was a phone call, followed by email to *** on 2/28/and a final attempt was a phone call, followed by email on 3/01/informing we have made several attempts to reach him with no success. Up to date, the agent still has not been contacted by Mr*** to proceed with his concerns in his claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Ms*** claim in regards to her microwave. Our system shows the agent handling the claim emailed her requesting a copy of the BOS (Bill of Sale) to consider possible accommodations. Ms*** replied on 5/04/stating she contacted *** and
requested a copy of the BOS and was told it could take up to days for the request to be processed. The agent replied to Ms*** to follow up with them as soon as she receives it. Please have Ms*** provide the BOS to the agent at her earliest convenience to proceed with the claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN55D6000SFXZASamsung has offered the customer a one-time part(s) accommodation leaving the customer responsible for any trip/labor feesThe customer has accepted our offer and we therefore set
up repair service for the customerWe 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 # ***9. Thank you

Complaint: ***
I am rejecting this response because: I am yet to receive the repaired Dishwasher if Samsung is saying it is repairedThe Dishwasher was attempted to repair multiple times and finally it was taken to the Samsung Service Center for repair and it is still at the Samsung Service Center.As of today, not sure when I will get the Dishwasher after the Repair and it is more than months now since I logged the first call for repair on Dec 3, 2016.Considering the multiple repairs already done on this Dishwasher, and also considering it is still being repaired and at the Service Center, I would request to Return my Purchase Price+ Taxes + Delivery and Installation charges and compensation for not repairing this product for more than months after logging the Service Call on Dec 3, 2016.Also I am requesting for Money back as Samsung was always saying this was purchased as an AS IS Product where as I have purchased it as Brand NewBut considering the repairs it has gone through I also doubt whether Samsung had sold me an AS IS or Refurbished product labelled as Brand New through a major retailer.Please help and do the needful so that I can get my money back as mentioned above urgently so that I can buy a new dishwasher
Regards,
*** ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DV422EWHDWR/AASamsung has reimbursed the customer in the amount of $for the repair service feeWe 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, Monday through Friday and refer to case # ***2. Thank you

Complaint: ***
I am rejecting this response because:
I was trying to explain to the agent (Ms*** *) that the internal screen is cracked, and that visually does not look physically damaged by impact or object.Samsung is trying to write this incident off as "concealed/physical damage" and not standing by their productIn the e-mail, the agent implied that the front screen of the display is designed with a stronger material to take in impactIronically, this is what they are claiming that may have happenedThey have also stated in the e-mail that they were unable to determine the root cause of the internal screen failure.A product that does not work as it should is suppose to be covered under warrantyThere are blogs, websites and other media outlets where others have experienced the same issue. There were a few people who've even had an internal screen crack while the TV was running normallyThe product does not work as it should and I felt like Samsung is tricking/misleading their consumers to buying their defective product(s). Here's a link for example: ***/I requested the agent to provide video/image of the product in working condition prior to the shipment out of their factory and received no responseThe agent did offer repair service but with no assistance on their end since its all at my own costWhich is pretty much putting all the blame and lost on me.
Regards,
*** ***

Samsung has reviewed Mr*** complaint in regards to his refrigerator. Our system shows the agent who handled the complaint spoke with Mr*** on 8/23/and he informed the agent that he would be proceeding with an exchange through his retailer No assistance needed from
Samsung at this time. 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: it is untrue just to be through , I have resubmitted my claim for a fourth timeWith more than enough documentation.
Regards,
*** ***

Samsung has reviewed Mr*** claim again in regards to his refrigerator Our system shows that the retailer has Mr*** RA paperwork in order to process the exchange. The agent who handled the claim spoke with a representative from the retail store who confirmed that they have been having a hard time contacting Mr*** in order to proceed with the exchangeThe representative told the agent they have left several messages for Mr*** on the phone number on file but up to date, he has not returned any of the phone calls Please have Mr*** contact the retail store at his earliest convenience in order to proceed with the claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon further review of Mr*** complaint, our system shows that unfortunately the Promotions team was still not able to find his submission for the promotion using the IMEI number he provided for the device. Promotions have exhausted all avenues in trying to locate Mr*** submission to no avail. However, we have forwarded Mr*** case to E-Commerce to see if his information is in their system. If it is located in E-Commerce’s system, an agent will contact Mr*** to further assist him with his complaint. 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: Multiple documented responses frome prize logic show no ability to even address that there is an issueAs prize logic has been unable to respond, we are asking Samsung to step in and resolve the issue.ifthe
Regards,
*** ***

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15. The price of the *** television was incorrectly displayed at $100, when the correct price was $799.99. We regret and apologize for this error; unfortunately, we
are not able to process the order you placed at the $price. We would, however, like to give you a $eCertificate good toward your next purchase on Samsung.com
When you submitted the order on Samsung.com you agreed to our Terms of Sale which states
In the terms of sale section it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total priceYou are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your orderIf the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred"
We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand
Again, we sincerely apologize for the incorrect information posted on our website
Payment was not taken from the customer as we do not charge the customer until the product actually ships. An authorization for the amount of the order was submitted, but has been reversed. Samsung notified the customers that purchased this product as quickly as possible. Orders placed on 5/15, were immediately cancelled and notification sent to customers upon cancellation. Customers that tried to purchase this product have all been sent an email regarding the error which included a $eGift certificate as compensation. This customer received code: ***
As per our online terms of sale, Samsung reserves the right to modify or cancel promotions at any time without notice

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review. However in Mr***’s case, the promotional items were not added to his order. Regrettably, as previously advised, Samsung cannot make any accommodations for the Samsung.com order. 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:Item was added during preorder but Samsung Preorder system was extremely glitchy. I downloaded the Samsung Shopping application to try and redeem the offer after and I had luck redeeming even though the offer said it was valid for anyone who ordered the Note up until the end of September. The system would not allow me to redeem. This is advertisement as Samsung is strictly looking to weasel there way out of this one. I am simply seeking they honor their agreement. I have been tortured with hours of waiting on the phone with their overseas customer care. I have been a loyal Samsung customer and I am simply asking they honor their agreement. If they reject this, I will never buy another Samsung product again for the simple reason that they lack customer satisfaction. I will also seek other remedies for intentional advertisement
I ***

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer has been contacted and creditedWe 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

Samsung reviewed Mr*** claim and as a one-time courtesy we will process a compensation check, reference Txt # *** in the amount of $for the Delivery Fee for the unit. Please allow for 7-business days to receive the checkWe apologize for any inconveniences and delays the customer may have experienced with this 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, with one caveat. As it says in my complaint, I did everything I was required to do by *** and Samsung (buy a Galaxy S7, year contract with ***/***, send a receipt). If I get forwarded back to "PrizeLogic" for a whole new round of the "runaround" and finger pointing between Samsung and ***, then the resolution becomes unacceptable. The only acceptable resolution is the television being shipped to me. Otherwise it's a simple bait and switch scheme by the company or companies. I would be happy to forward my ***/*** bills and receipt for purchase of the Galaxy Sto anyone at any time. The problem is that when one submits to "PrizeLogic" things seem to disappear into a black hole that does not have a phone number or direct email addressThank you to Revdex.com for helping me
Regards,
*** ***

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer’s information has been sent to the Fulfillment Company and contact with a tracking
numberWe 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 has contacted the customer regarding their TelevisionThe customer has been offered free of charge parts only with the customer responsible for labor costThe customer has accepted and service will be set up under transaction # ***We 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

Upon further review of Mr***s’ concerns as per Samsung *** division a $e-certificate was sent to Mr*** on 02/10/via email. The e-certificate number is ***. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you