Samsung Electronics America Inc.

Upon further review of the customers concerns we apologize for the confusion. Our system shows that the customer was offered an exchange to an UN65KS9500FXZA and has accepted that offer. 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

Samsung has contacted the customer regarding their refrigeratorThe customer has is being set up for a refund under transaction # ***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 # ***. Thank you

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, the customer has been informed the refund was successfully credited on 8/11/Unfortunately,
for Samsung.com orders only a refund can be processed; replacements and exchanges are not availableWe 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

Complaint: ***
I am rejecting this response because: Samsung has approved the refund for the refrigerator. However, because Samsung said free labor and partsI am requesting the $I paid the Samsung repair service
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards in regards to his refrigerator. Our system shows the agent handling the claim submitted a refund request in the amount of $535.50; reference Txt# *** for the unit. A Response Required for Refund Process e-mail was sent to Mr
*** email on file with the acceptance document attached along with instructions that are required to proceed with the refund. Once Mr*** sends back the acceptance document, the Refund Deptwill be able to process the refund. Please have Mr*** send in the acceptance document at his earliest convenience We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung WasherSamsung has reviewed the customer’s request regarding the control panel lettering on their washerWe apologize for any inconveniences in the matter but based on the model code and serial number
provided, the warranty on this unit lapsed approx06/Due to significant time the unit has been out of warranty, the repair costs are the responsibility of the owner and the customer is not eligible for any assistanceWe 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

Complaint: ***I am rejecting this response because:The business (Samsung) has:1. Not addressed any of my concerns and questions 2. I will contact them directly using email since they are uncooperative and unfriendly (disrespectful) on the phone.3. Samsung has deferred to their warranty but this issue has been longstanding (even inside warranty period I contacted them) I am contacting them through the Revdex.com because they did not help me within the warranty period. If they offer free repair, I will accept4. Samsung has not responded to my email, and earlier when they sent email it was not to the correct email address.5. Samsung has not called me on my phone, nor left messages on any answering machine, I can provide records showing this.To date I am disappointed in their lack of professionalism and interest in addressing my issues or even making sure that my issues are understood.Regards,*** ***

Upon further review of Mr***’ concerns regarding his washing machine, we apologize for any inconvenience this issue may have caused. The agent assisting in this case stated that Mr*** advised that the washer is now working however Mr*** is requesting $for laundry costs.
We apologize again for the inconvenience however at this time we will be unable to honor that request, however as onetime courtesy we are offering a $*** *** gift card to offset the costIf Mr*** accepts this offer please respond to Alicia at *** and she will have the gift card sent to Mr*** 2nd day air upsWe apologize again for any inconvenience and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their Galaxy chargeA replacement has been shipped to the customer via UPS tracking number ***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 # ***Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Please note that if the product is used within the specifications listed by Samsung the unit should be able to withstand liquid contactHowever, the unit may not work as advertised if the
liquid contact is too severe. Samsung can only report our findings upon inspection of the unit, but cannot speculate as to how the damage occurred. As a one-time courtesy Samsung will authorize the repair of your product. Refer to Service Ticket # ***, and utilize the UPS E-label emailed to *** for return shipment of the device. Thank you

rt myself as they will never send it The complaint is not resolved The vendor does not show any willingness to do any thing except make excuses and demand nover ending documents rather than send the part

Samsung has reviewed Mrs*** claim in regards to her refrigerator. Our system shows the agent handling the claim submitted a service request; reference Txt# *** for the unit. Mrs*** will be contacted by an ASC agent to schedule the repair. We
apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr*** claim in regards to his Samsung.com order for his television. Our system shows Mr*** spoke with an E-Commerce agent about the Samsung.com order for a 65" Class KS8-Series 4K SUHD TV he placed on 11/8/2016. Mr*** stated he did not open the box
until February which is past Samsung’s day return policy period The agent explained the day return policy when ordering on Samsung.com and informed him that at this point, the order was too far out to be returned. No accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer to address their concerns regarding their Samsung camera and are currently waiting for a replyWe have reviewed the customer’s history and there are currently no previous service transactions on fileAt this time, what we can offer is a one-time parts and
labor accommodation if repaired through an authorized Samsung service providerWe understand that the customer have requested an exchange of the camera; however, we will not be able to accommodate the request at this timeSamsung’s limited one-year manufacturer warranty is for serviceWe provide the service to ensure that any issues that arise are taken care of without the customer incurring any costThe customer has accepted our proposed resolutionWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Under the coverage section of the Samsung warranty it clearly states your product must be shipped to Samsung for warranty service. Samsung's warranty obligation is for repair service only. We do
not provide immediate replacement and apologize if this information was given to you in error.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.If you wish to continue with the evaluation offered by Samsung please contact Samsung Customer Support at *** to arrange a new service ticket. If you are in need of a device during repair we would advise contacting your local service provider for possible loaner availability.We do apologize for any inconvenience this may cause.Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung Blu-RayWe were unfortunately unable to speak with the customer directly as we were unable to reach her via email and/or telephoneWe would like to offer her a one-time free of charge repair accommodation if
she is still having issues with the productIf you speak with the customer please ask her to reply to our email or contact us via telephone at the number provided belowWe 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 washer. The agent advised the customer that if she does not want to proceed with the repair she can always proceed with the rebateAdvised the customer that the only options for the recall are as
presented. Customer also has some complaints regarding the filter on her microwaveConfirmed that per the system the unit has to be un-mounted to change the filterAdvised the customer that the call center has no control over the designCustomer states that she understands but she is not happy with the options for any of her unitsAdvised the customer that the resolution would not change; only options are the ones that are presentedWe apologize again 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

I am rejecting this response because: I did not install the base stand improperlyThis is my second Samsung Smart TV in the last four monthsThere is nothing wrong with the other smart TV I had also installed the base standThere are no pictures of the two screws that came off during the fall so how can they claim they were stripped? The lack of follow up from their customer service should also be notedNo one contacted me after Feb10th to let me know the work order was closedI had to follow up with Samsung in March

Samsung has reviewed Mr*** claim in regards to his stolen television. Samsung sincerely apologizes for Mr*** experience with having to deal with the fact that his television was stolen and trying to resolve it with FedEx and Samsung. An agent in the E-Commerce Deptissued the
below email to Mr*** in regards to the situation. Dear *** ***, Thank you for considering the Samsung BrandI am contacting you regarding your Samsung.com orderI understand you are not very happy with the shopping experience you have had with Samsung.com online salesI would like to apologize for the inconvenience you have experiencedI have reviewed your complaint, Samsung.com order and I understand you ordered a 65” Class KS8-Series 4K SUHD TV on 11/29/The product shipped out on 11/29/according to the FedEx tracking and was delivered on 12/03/The product unfortunately was left at the shipping address with no signature requiredYou notified Samsung.com support that you did not receive your order and an investigation was initiatedI also see that the claim was denied due to "no signature required". Again, I would like to apologize for this unfortunate situationI understand you have retrieve your funds through your financial institution so you are not requesting a refundI am glad to inform you that our signature requirement policy has been advised and updated to protect our customers going forwardSignatures are required for a greater amount of the products that are deliveredWhile Samsung tries to avoid situation like the one you have experienced sometimes they do happenWe will work to improve future experiences for our customersSamsung will most definitely take your feed back and work to improve Samsung Direct Customer Service's processes and customer careWe sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand Thank you, NasheaOffice of the President-Samsung Direct Lead Mr*** feedback is very important to us as we are always looking into finding ways to improve it for future consumers. Again Samsung sincerely apologizes for any inconveniences and delays Mr*** may have experienced with this caseThank 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 meAfter downloading the latest firmware, the lip sync issue is resolvedAlthough I am pleased that my TV is now watchable for the first time in months, I am angry that Samsung initially kept insisting that it was not their products fault, when now it is clear that it always had beenThroughout many months, I spent hours on the phone with their customer service and was accused of hooking the TV up wrong, having a defective cable box, using the wrong HDMI cable and saying that *** was causing the issue (even though the other tv's in my house had no lip sync problems)I have always loved the Samsung brand but this experience has soured my belief that they have great customer serviceI hope Samsung can get their act together and stand by their products.
Regards,
*** ***