Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because:we had to pay a local company to fix our dryer because Samsung kept making appointments and not sowing also our recalled washer they did not show for a scheduled appointment if you are reading this please do not buy Samsung Samsung has been on our local news for all their issues so I'm obviously not the only person having problems!!
Regards,
*** ***

Samsung believes in building quality products and we apologize that all of your expectations have not been met. We value our relationship and are committed to providing the highest level of service simply because our customers deserve it. The feedback you provided is vital to Samsung and our commitment and dedication to our products and services. We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures. 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 FridayThank you

Samsung has reviewed MrHouse’s claim in regards to his television. Our system shows an exchange request; reference Txt# *** was submitted for the unit. Mr*** was advised to hold onto the unit and to not dispose of it since the trucking company will be picking it
up In addition, he was advised that he will be contacted by the trucking company to schedule the exchange. Mr*** was also advised that the unit needs to be freestanding and cannot be wall mounted when the trucking company arrives The trucking company will unbox the unit but cannot install it. Mr*** will be responsible for installing the unit Mr*** is to contact Samsung immediately if there are any problems with the unit upon delivery. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Please be advised that a new Service Ticket has been processed in order to review matters concerning your Gear not holding a chargeThere is no repair cost associated with the evaluation
of the product.Refer to Service Ticket # *** and use the UPS E-label emailed to *** for return of the Gear, charging cradle and USB cable.Thank you

Samsung has reviewed Mr*** complaint in regards to his tablet. Our system shows the agent assigned was unable to reach Mr*** by phone but was able to correspond with him via email to discuss the case. The agent informed Mr*** that Samsung manufactures the
devices for the software however some firmware updates are not available on all devices The agent explained to Mr*** that a firmware update is not a manufactures defect and would not be covered under the warranty. The agent advised Mr*** that Samsung would not be able to honor his request for a replacement device. Regrettably, 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

In order to complete services offered the original product will need to be returned to Samsung using the UPS premailer box (empty box) delivered to your homeOnce shipped it will arrive to Samsung next business day Resolution will be provided within 1-business days and phone returned with next day shippingThere is no day turnaround time period.Thank you

Complaint: ***
I am rejecting this response because there is not solution offered like always samsung never want to accept their faults
Regards,
*** ***

Samsung's warranty is for repair serviceA request for immediate refund/replacement cannot be authorizedFor such requests you must contact the seller directlyAs the manufacturer Samsung would need to evaluate the device and provide resolution based on the results of the evaluation. Contact must be made at the number provided in order to arrange evaluation serviceWe do apologize, however, Samsung has no history of evaluating the product, and cannot provide further assistance without evaluation of the Gear S Thank you

Samsung has reviewed Mr*** claim in regards to his Samsung.com order. Our system shows that Mr*** order for a Galaxy S64GB (T-Mobile) Orchid Gray (offered with a free Gear VR with controller) was cancelled The transaction detail shows that the funds were
requested but the attempt failedThe payment method used to place the order was through *** An E-Commerce agent sent an email to the CS vendor group to confirm that Mr*** funds were not being held. The CS vendor group informed the E-Commerce agent that they did not show that the funds (both from our side and from *** side) are still being held for the order. Please have Mr*** confirm with his financial institution that the funds are back in his account. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Upon further review of the customer’s file, the customer’s information has been updated and the check has been reissuedThe customer should receive the check next weekWe 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

Our files indicate that the customer’s complaint regarding Model # HL61A750A1FXZAhas been reviewed an additional time per customer’s rebuttal requestSamsung offers a one-year limited warranty and based off of our records the customer’s televisions warranty expired approximately in 11/We will not be modifying our original response of only part(s) accommodation to replace capacitors and/or power supply leaving the customer responsible only for the labor/trip feesWith this being said we are unable to honor the customer’s request for a new television or for us to cover the total repair at our costWe 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 # 5***. Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # NE58F9710WS/AAWe have left a voicemail and email message for the customer to return our phone callWe have explained to the customer that although typically, a completed warranty repair, would
not allow an alternative option for a resolution we can understand the customer’s concern with the unitTo determine other possible options, we requested for the customer to provide the name of the retailer as the receipt on file shows none or are hiddenWe have requested for the customer to please forward us a full copy of the purchase receipt for review via email or faxWe 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 # ***0. Thank you

Horrible!! Absolutely horribleSummer of 2016, Samsung teamed up with At&t to offer a free smart tv when adding a line and purchasing a new samsung model phoneNot onlyonly did I not receive the item in a timely manner as originally promised, but when it did arrive, it was brokenI called the company and they expedited a new television out the next dayThis one also arrived damagedI find this level of customer treatment to be unacceptableIf you promise a customer a reward and say weeks, it should not take months, repeated calls and hours on hold to get itAnd it also should not arrive in an unusable stateI have called Samsung repeatedly and am still waiting for them to send me a promotional item that is in proper working orderThe company should not make promises it does not intend to keep

Hello, this complaint was previously submitted to Samsung and responded to on 2/20/Direct contact was made, and an offer to repair the unit free of charge was made. At that time the offer was accepted and a new Service Ticket # of 4*** was createdA UPS Premailer (empty box)
was requested the same day and should have been delivered on the following week in order to retrieve the product. At this time, the unit has not been returned to Samsung in order to fulfill this offer (UPS Tracking 1z6vf*7538).On the in case the 1st premailer was not received, Samsung has requested a 2nd premailer be delivered to your home address tomorrow, 3/3/15. Please return the product, removing all accessories prior to shipment, to complete this free of charge service.Thank you

I am rejecting this response because:I paid $new washer and dryerI was told the cost of total repair is The part is and the rest is laborWhich is what I am being told will have to coverWith the price of repair I can have a new washerI'm very dissatisfied with samsungof the products we have already failed on usWe are aware our warranty was up an was told if we purchase extended warranty it would be covered

We apologize for the inconvenienceAccording to our records,
we refunded $on 1/back to your *** accountPlease review your
account and reach out to *** if the refund has not applied

[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 ***The paperwork was submitted back to the business on June 7th with the proper informationWe are waiting for the next step
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to his refund for Note and taxes/loyalty compensation. Our system shows a refund in the amount of $(IMEI# ***); reference Txt# *** has been submitted for the device. The refund is being processed and is
scheduled to be issued by 5/02/to the address on file. Please allow 7-business days after the check has been mailed to receive it. In regards to compensation for taxes and loyalty credits, unfortunately Mr*** is not eligible for this request. No accommodation will be made for taxes and loyalty credits at this time. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because: I received the refund for the washing machine however my complaint was that I needed the dryer refunded and taken back as wellI purchased the washer and dryer as a matching set and they should be refunded as suchI purposely purchased a matching washer and dryer set originally from ***It is not my fault Samsung couldn't deliver part of the set in proper working order as their company shouldI should not be responsible for the complete closet of a new dryer to accomplish the original matching set I tried to get initially as well as the original cost of the first dryerIt is only fair for Samsumg to refund the dryer as well and take it back, this would be a much less loss to them than it would be and considering their faulty appliance was the reason for this whole mess, I have already been out enough through this whole fiascoSamsung should step up and fully back their products up and try to correct the issue completely without theit loyal customers suffering even more So please, I'm asking for you to refund the dryer that was with the origins set I purchased to the store so that I can return the dryer and pick out the one that matches the washing machine I just purchased in replacement of the Samsung one that could not function correctly or be fixed
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to his television. Our system shows the agent who handled the claim spoke with him on 5/31/and advised him that the unit has been out of warranty since 2013; based on the model and serial numbers for the unit. Mr*** told
the agent that he purchased the unit in but did not have his receipt to show as proof. The agent informed Mr*** that unfortunately without the receipt, Samsung must proceed with System Warranty and offered OOW (Out of warranty) service. Mr*** declined the offer for OOW service on the unit. No accommodations can be made for this claimWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you