Samsung Electronics America Inc.

Samsung has contacted the customer regarding their concerns with their TabletUnfortunately the customer has not been available during attempted contactsLast response
from the customer was received on March 16thWe 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 receipt of Ms***’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeEven though the rebate offer clearly indicates that it is only valid/available through participating retailers we are looking into providing the rebate to Ms*** as a courtesyWe are working diligently with the rebate center and are currently finalizing all the detailsMs*** should receive her rebate in a few weeksWe 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. Thank you

Complaint: ***
I am rejecting this response because:I was contacted by someone claiming to be the secretary of the President She stated she would be sending another technician out to reevaluate the problem with the finish on the rangeShe stated someone would be out on Dec or The name of the business she said would be calling me is *** *** *** *** myself and found This company is out of business No one has contacted me to schedule another inspection since her phone call The issue still has not been addressed and the contact from Samsung has not contacted me back either She said she would be following up which she hasn't I would like the complaint to remain open and unresolved.
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to his dishwasher. Our system shows the agent handling the claim spoke with Mr*** on 7/03/and he informed the agent that the unit will be replaced by ***. The unit was initially set up for service however based on this
information the appointment for service was cancelled in the system. 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.Samsung can only report our findings upon the receipt and initial evaluation of a consumer’s product. If physical damage is found the consumer would be contacted for payment option At the time of
evaluation damage was found to the SIM Card slot of the handset and payment was requested. If no payment is made the unit is returned unrepaired.As a one-time courtesy Samsung will authorize the repair of the phonePlease refer to the new Service Ticket # of ***, and utilize the UPS E-label which will be emailed to *** for return of the device to Samsung.Thank you

Complaint: ***
I am rejecting this response because:The response from Samsung contains the same misinformation that was used by ***I do no know where Samsung, ***, or *** *** assembled details regarding the "Location Code" on the purchase documentationI do know that the terms and conditions of the promotion allowed for the selection of a Samsung Gear Swhen ordering from http://***I made my purchase at http://***There is a "Location Code" printed on my paperwork, but I have no control over how that code is generated or what it cross references to in any internal documentation used by Samsung, ***, or *** ***The promotion terms and conditions specified only that my purchase had to be made at ***, and did not mention that I would be subject some sort of "lucky" "Location Code" printed on my paperworkIt is obvious that either the internal documentation used for cross-referencing the purchase location contains errors, or *** *** fulfilled my ONLINE purchase in a way that caused an inaccurate "Location Code" to be printed on the paperworkEither way, I fulfilled the purchase according to the terms and conditions that were offered by Samsung for the promotion
Regards,
*** ***

Our files indicate that the customer’s complaint regarding Model # WA456DRHDWR/AA has been reviewed an additional time per customer’s rebuttal requestBased on our customer service records, we have contacted Lowes to check on why the exchange has not been completedLowes indicated that they were reaching out to the customer on 7/to complete the exchangeWe left a message with MrUnderwood to confirm but have not heard back from him 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, Monday through Friday and refer to case # ***8. Thank you

Complaint: ***
I am rejecting this response because:The offer to the business does not take into account the amount of time spent on the phone with customer care, the offer does not take into account the fact the product was not shipped according to what was advertised on the website. I had to spend over hours on the phone with Samsung customer care which means that my time is worth less then $an hour and if they are factoring in the delay in shipping to the credit offer, that means my time is worth even less. The offer of $was made over the phone and rejected then as Samsung is fix this situation with a standard offer they give to all customers who complain. Agents on the phone told me when a customer complains they are to offer $to make the customer happy, sorry that type of offer does not address what Samsung put me and my family through over a holiday weekend.Also Samsung has not stated how they will address issues within their customer care practice, so these types of situations do not happen to other customers. Samsung has not said how they will addressing the lack of training, attitude, disrespect that I had to deal with from Mashell or his boss Nehaha (I still have never heard from Nehaha),The offer does not address fact that Samsung's customer care department can not see that I ordered via a promotion on the website. Multiple agents told me that Samsung's system does not tell them that I placed my order via a promotion on the website and they have not way to verify that fact. This is something that is very standard in a e-commerce operation, however Samsung does not even seem to be providing basic systems or information to its agents
Regards,
*** ***

Samsung has contacted the customer regarding their concerns about their television (model ***). *** ***, has been advised that we are attempting to have the product repaired, however a purchase receipt is needed for further review. We are awaiting the customer’s
response. 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

Complaint: ***
I am rejecting this response because: It is not an acceptable resolutionThe order for the smartphone was placed in their systemThey should be able to track it downAll I have been getting is a run around until I get tired of tryingSamsung is a bad company that only cares about profits, not customers
Regards,
*** ***

Follto a voice message I left youFrom the emails in the Revdex.com data base, in this case it appears the priority is more focus on close out this case vsgathering all the information to reached an appropriately closure. I say this because the evidence shows the Revdex.com is weighing heavily on inputs from Samsung to make the decision to closeMy understanding the Revdex.com should be impartial and use inputs from both side to come to an informed decisionI say this because in both cases the Revdex.com have not attempted to verify or validate any of Samsung's claim with me instead the Revdex.com just used Samsung's input and moved to close out the case as a non-issueThis was evident on July 27th and on August 10thI took time from my schedule to meet with Samsung on July 24th and they did not showPlease note my claim is legitimate and I wish the Revdex.com feel the same way
For you information, I do consulting work and when I do not work I do not get pay to provide for my familyI have been working with Samsung to have them evaluate my washer and dryer, to confirm my claim and take appropriate actionAs mentioned above I took off 7/24/from work to meet with Samsung but they did not showI ended up with a loss of income for that day*** *** of Samsung has since switch to another local Company (** ***) and email me 8/7/@ 7:am stating I had an appointment for August 10th with ** *** to review my claimPlease note the first phone call from ** *** was not received until hours later at 10:am EDTThis was time stamped on my phone of which I sent the voice mail to *** as evidenceAfter my response to ***'s email to my surprise I received phone calls from ** ***Looking at the chain of events it seems strange that *** has an appointment date for me (8/10/15) when ** *** never called call me nor spoke with me at that point in time I cannot explain the inconsistency or motive but only use it as reference for consistency to the email submitted by Samsung to the Revdex.comLooking at this information it does not support any good faith on Samsung's part, however the email to the Revdex.com paints the picture where Samsung have tried to resolve the issue but did not because of the consumerIf I may, the email Samsung submitted to the Revdex.com appears to put blame as why they cannot resolve the issue vswanting to resolve legitimate issuesThis is the way how Samsung handled this consumer complaints with me and after speaking to others who had issues with their Samsung product the response from Samsung was the same if not identical to what I experienced
At this point in time it appears this issue will remain un-resolve and Samsung will continue to make it as difficult for the consumer so the consumer will end up dropping the issueIn the end the defect would not get recorded as such leaving the impression as Samsung, a Company with high levels of quality
In summary, I have come to the Revdex.com for help because in the USA the Revdex.com represent the consumer (little guys) against the big Company's like SamsungIn this case, I wish the Revdex.com at least once call me to confirm what Samsung is claiming and to see if the issue is legitimately close

Samsung has reviewed Mr*** claim in regards to a refund for shipping fee on delayed order Mr*** paid for two day shipping but the product showed as "Pending Fulfillment" in the system Mr*** spoke with an E-Commerce agent and informed them that he
would still like to receive the Gear but due to the product not arriving in two days after the processing was complete, he is requesting the shipping fee refunded The agent refunded Mr*** in the amount of $12.60; reference Refund ID Number *** the shipping feeWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Thank you for allowing Samsung the opportunity to review your claim.Our records indicate a refund request was submitted accordinglyThe refund request must be approved by the accounting team and once approved refund will be issued in the form of a check mailed via US Postal
Mail.We do apologize for any delay or inconvenience this has caused.Thank you

Samsung has contacted the customer regarding their concern with their refrigerator. The agent offered the customer a refund due to the
unit exhibiting a sealed system issueThe customer accepted, refund was submitted and approved 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 thru Friday and refer to claim# ***. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have explained to the customer that after review of her file history and the technician findings on 6/25/it has been determined that the unit is functioning within manufacture
specification as related to the ice makerWe apologize if the unit does not meet the customer’s expectations but at this time we will not be able to gran the customer’s request for an exchange or refundWe 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 Mrs***’s claim, our system shows the ASC contacted her on 5/26/and service has been scheduled on 5/31/to repair the unit. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: ***
I am rejecting this response due to the illogical nature of Samsungs' business dealings When an item is bought, and that item is immediately defective out of the box, the manufacturer is 100% at fault Production of the specific product was poor, and to pass along the work of that poor production to the customer to handle, and of finding the time of day to take the monitor to an "Authorized" Samsung repair center, submit that item for repair, and wait an obnoxiously long time for either the product to be repaired, or to be replaced, is absolutely ridiculous, and constitutes extremely poor expectations on the customer Had I had this product for months, and had it been in use for even days or weeks, then I would gladly follow through, but it wasnt It literally was defective straight out of the box Anything short of completely and fully replacing this item is unacceptable I would be happy to receive a brand new monitor and send this one back to Samsung headquarters for examination there Once they repair it, they can resell this same monitor Instead of putting the work and onus on the customer, Samsung should admit fault and that mistakes do happen and should take a lead role in assuring my complete satisfaction.
Regards,
*** ***

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer has two submissions, one for the VR and one for an SUnfortunately, due to the location code not appearing on the receipt, they were both automatically sent VR’sWe 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 reviewed Mr*** complaint in regards to being charged $for the Trapromotion. Our system shows a full refund in the amount of $325.00; reference Refund number *** has been issued. Please allow 3-business days for the funds to reflect in the
account. 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 regarding their RefrigeratorThe customer’s Refrigerator was unrepairable and the customer was offered a buybackThe customer has also been approved for food compensation for $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