Samsung Electronics America Inc.

Our records indicate once again that on 10/22/service was rendered
Our repair center has confirmed directly that the unit was picked up by the customer at the *** ** WaCenter

Samsung has further reviewed Mrs*** claim in regards to her rebate. Our system shows the rebate had been processed and was originally set to be mailed the week of 3/10/but was put on hold to confirm the replacement washer information. That has since been completed and the rebate has been sent today, 3/31/for approval. Once it has been approved, the rebate team will be able to mail the check by mid to end of the week of 4/07/17. Please allow for 7-business days after the check has been mailed to receive it. We sincerely apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

I have submitted video evidence that the problem still persists and has not been resolvedWe have now allowed electronics company to come to our home on the five separate occasions and still are experiencing the same resultsOr lack there ofWe do not wish to jump through any more hoops we simply want our television to be replaced with one that works correctly

Complaint: ***
I am rejecting this response because:you have put a paid for phone in a blacklist.I can send this phone black plus for full repud plus $value of the p hione I traded inSamsung please explain my ohlne was blacklisted? Also, I am not asking for replacement phone all I am asking is tk remove from blacklist
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and we are currently reviewing the paperwork that Samsung has sent to us
While their reply didn't indicate it explicitly, I would like to clarify that we only received a reply from them AFTER we contacted the Revdex.com for assistance

[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
I emailed the information they requested from me, today, and I am waiting for the refund check from Samsung
Regards,
*** ***

Samsung has reviewed Ms*** claim in regards to her range Our system shows a request for service repair, reference Txt# *** was submitted for the unit. An In-home Repair Ticket Confirmation e-mail was sent Ms*** on 4/10/and she will be contacted by
ASC to schedule the repair. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because: Once again, the IS at Samsung are getting it all wrong!!! The assigned service rep that was supposed to repair my television, or at least look at it had me text a photo of the tv screen with the TV on, as taken with my cell phone! They NEVER came to my residence topersonally check out what was wrong with the television, yet through looking at a cell phone photo, they determined that I damaged the television, and that it would not be covered by the warranty! ALSOSamsung keeps saying that I need to take the issue up with the retailer I purchased it fromONCE AGAIN, SAMSUNG, YOU IS KEEP MISSING THE POINT THAT I PURCHASED THIS TELEVISION DIRECTLY FROM SAMSUNG.COM!!!!!! I BOUGHT IT AND PAID FOR IT ON-LINE AT WWW.SAMSUNG.COM!!! YOU, SAMSUNG, CHOSE TO HAVE IT DELIVERED TO ME FROM SAMSUNG ELECTRONICS, *** *** *** *** ** ***THAT WAS YOU, NOT ME, SO IF THEY DAMAGED IT, THEN YOU NEED TO TAKE CARE OF THAT, AND EITHER REPAIR OR REPLACE MY TELEVISION AT NO FURTHER COST TO ME!!!
Regards,
*** ***

Samsung has reviewed Mr***’ complaint in regards to his television. Our system shows the agent who handled the claim spoke with Mr*** on 10/11/to discuss the case. The agent advised Mr*** that based on the information from the previous repair (reference Txt# ***),
the unit has been deemed physically damage which voids Samsung’s warranty. Mr*** told the agent that neither he nor anyone else in the home damaged the unit. The agent requested that Mr*** email pictures of the unit for further evaluation and would contact him with a resolution on the case. The agent reviewed the pictures and replied to Mr***’ email advising him that the pictures shows evidence of a point of impact on the unit. This type of damage is considered physical damage and as previously advised, is not covered by Samsung’s warranty. Regrettably based on the pictures Mr*** provided and in conjunction with what we have in our system, due to the physical damage to the unit, no accommodations made for this claim. 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 to address their concerns regarding their Samsung Home TheaterWe have offered the customer a direct exchangeThe customer has accepted and we have begun the exchange processWe 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 television. Customer was offered a free of charge repair in which she accepted. Customer has been contacted by the service center and is scheduled for the repair. 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 protocol still stands that technical support needs to check the unit first for the issue and then try to resolve it with repairIf the issue with the unit cannot be resolved with repair, then the next option would be determined once the repair has been completedIt is Mrs***’s stance that she is not willing to go ahead with the service option at this timeNo further accommodations will be made for this claim other than the aforementionedShould Mrs*** decide to proceed with the service option, she may send an email to *** to the agent handling her claim; reference Txt# *** for further assistanceWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Absolutely horrible, they did nothing to resolve my issue with my samsung galaxy sThey argued back and forth with *** *** who sold me the phone as to who was lying and who was notI left in tears with no answer and no solutionNo one could make up their minds and it was very unprofessionalI was given a damaged phone from the store and was told Samsung would cover the damages and they never replied to me and when the phone proceeded to break even more they told me it was no problem

There is a day wait period before a claim can be filed, which is part of the Terms and Conditions of the service plan.*** "COVERAGE TERM:If You purchased this Service Contract at the same time You purchased Your
Product, this Service Contract will take effect immediately and will cover Your Product up to the coverage end date on the Declarations Page or until cancelled by either You or Us.If You purchased this Service Contract on a date later than the purchase of Your Product, this Service Contract will take effect days after the purchase of the Service Contract and will cover Your Product up to the coverage end date or until cancelled by either You or UsPlease see Your coverage start date and coverage term on the Declarations Page for Your coverage specifics.”Although the unit may be of a durable build, the phone is still manufactured of glassTherefore if the product is dropped it is subject to become physically damaged.As a one-time courtesy Samsung has offered a free of charge LCD repair.Thank you

Samsung has contacted the customer regarding their refrigeratorWe have informed the customer we have contacted *** and it was confirmed he is receiving a replacement. Due to delays *** provided the customer with a replacement unit to resolve the issueWe 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 reviewed Mrs*** complaint in regards to her washer being delivered damaged. Our system shows that the order was delivered on 8/10/and a replacement unit was scheduled for delivery on 8/18/ Mrs*** was offered $DA (damage allowance) to keep
dented unit, which she refused Our policy in these cases is to either issue DA or replace the unit. However, we have made an exception in Mrs*** case and will issue $compensation as an accommodation. 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's a washer not a refrigeratorThe agent who I spoke to on the phone did not provide a reference numberModel # WA40J3000AW/Aserial#***
Regards,
*** ***

Samsung has contacted the customer regarding their TelevisionUnfortunately the customer was not available and a Samsung representative has left a messageDue to the
age of the unit, it’s not eligible for out of warranty accommodationsSamsung records show the warranty lapsed on or before 03/2010.The Class Action settlement did not include the customer’s television modelWe 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:When Samsung contacted me in regards to the washer, they did not talk to me about replacing the dryer which is what I was asking for The options I was given was, 1) Replace the washer with a new one or 2) Let them fix the one I have With that being said If I were to replace it then it would not math the dryer to which it is a matching setThe other option is to fix the washer so as not to damage anything I'm sorry I am not having you fix the washer that the top could essentially come off and do damage to anything around it Therefore nothing was solved I didn't buy a matching set to have the washer recalled shortly there after If they are going to replace the washer they should replace the dryer as well At the time that I purchased the dryer I didn't actually need one, but I purchased one anyway just so they would match My receipt literally says Washer on one line and dryer on the next, the next line following says matching set On top of everything else the customer service there is absolutely the worst that I have ever dealt with.
Regards,
*** ***

Complaint: ***I am rejecting this response because:While I appreciate you confirming that the TV is on the way, this completely ignores the motivation of the complaint.First, I'll point out that driving time from even the furthest point north in Illinois takes between 20-hoursIf you take into account 3-hours for possible traffic and another for sleep/breaks, you're still looking at hours totalAdd another hours on either end of the trip for some type of order processing and we're still looking at only 5-daysSo, I don't believe it takes 7-business days to get from that warehouse.This is more of a purposeful corporate policy that was implemented with full knowledge of what they were doingI'm positive there was a meeting where executives tried to come up with a policy that wasn't so cumbersome that pissed people off to the point of them not wanting to buy another product, but wasn't convenient enough to keep a majority of people from just saying "screw it" and taking their product back to the store themselvesThereby saving the company money on the transaction.When my ** range broke it took one phone call and two days for a repair tech to come and fix the problemI already mentioned my great experience with *** *** I have no problem with corporate profits, I do have a problem with corporate pigs and this policy is totally in lineWhy create something so inconvenient? Because they're guarding against customers that purposely try to get new free stuff from them by breaking the gigantic $2,piece of equipment they just bought?This policy, the service experience, and the company's response is outside the acceptable standard of good customer service.This week my refrigerator broke, the new Samsung units are getting great reviews online, but because of this experience we decided to get another brandSadly, Samsung still won't care, but we will always consider our TV issues when looking at electronic products in the future.Regards,*** ***