Samsung Electronics America Inc.

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the FedEx was delivered on 1/12/@ 5:34PMThe address it was delivered to was ** *** *** *** *** ** ***FedEx tracking # ***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 reviewed Mr*** claim again in regards to his television. Our system shows the agent handling his claim spoke with him on 4/07/and advised him that an exchange request; reference Txt# *** was submitted for the unit. On 4/10/17, the agent followed up with the below email. Hello ***, Thank you for sending the requested documentationAs advised in our last phone conversation, I have submitted the exchange request for your unitFor any questions or concerns feel free to contact me or contact *** and provide ticket# ***Thank you once again and have a great day!!! On 4/11/17, An ExchReqApproved e-mail was sent to Mr*** to the email on file. Please have Mr*** contact the agent handling his claim if he would like to cancel the exchange request. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their smart phoneWe have offered to replace the cable but the customer declinedWe have retrieved the customer’s device and returned to the customer unfortunately unrepairedWe 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.This matter is currently under reviewYou will receive contact once feedback is available.Thank you

Samsung has contacted the customer regarding their rangeThe customer has been offered a one-time free of charge accommodation and the customer accepted 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

Complaint: ***
I am rejecting this response because:
If I send the cellphone to Samsung then I will not have a phone to useI do not have any alternate phones or funds to purchase a new one
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The phone numbers given to me to contact the agents are constantly busyI have tried to call on my lunch breaks during work, other breaks during work, on the weekend, every time I call it goes directly to a busy signalI have received e-mails from their agents, They usually say please contact us by phone.The latest e-mail from their agent says"Hi Tracy, Due to the heavy telephone volume I am unable to call youIf you agree with the refund amount I can enter the refund and e-mail you instructions$+ $(6.750% tax) = $- 10% depreciation $= $prorated refundI will await your response."Samsung's phone system is so inadequate that their agents can't even call out?!?? How am I supposed to call them if they can't even call me?Samsung says the reason they are not replacing the unit and only offering me a depreciated refund amount is because the unit is out of warrantyIt wasn't out of warranty when the problem beganI called them in December and they began a lengthy process of scheduling repair technicians to replace one part then another every time the replaced parts did not fix the initial problemAt one point they sent out a tchnician who actually tried to diagnose the problem instead of just changing the part that he was sent with like the other guysHe was able to observe the problem but could not fix itHe tried to get a exchange authorization number but was told by Samsung "No, try to change some parts out"It wasn't until I filed this complaint that I got anywhere with Samsung even talking about an exchangeEventually after months of having a partially functioning microwave and then a month of a totally non-functioning microwave Samsung finally says "it is unrepairable, but it is out of warranty so we aren't going to replace it"It is out of warranty due to no fault of mineIt is Samsung's glacially slow tech support system that has dragged this process out over almost a half a year.I have responded by e-mail accepting the prorated refund amount of $simply because I would like at least partial repayment for a year old non working microwave.regards,
*** ***

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
Regards,
*** ***

I wanted to inform you that my complaint has been resolved

Samsung has reviewed *** claim in regards to his television. Our system shows the initial service request; reference Txt# *** was cancelled on 6/19/due to ASC not being able to reach him to schedule service. Another service request; reference Txt#
*** was submitted on 6/19/for the unit and an ASC agent has been in contact with *** to schedule the repair which was completed today, 6/26/on the unit. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their TelevisionThe unit out of but the customer states that the unit was purchased in early An agent has
requested the bill of saleThe BOS department contacted the customer and he stated that he has to contact best buy for a copy of the bill of sale. The ticket is ***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. Thank you

Upon further review of Ms***’ claim, our system shows the agent handling her claim received the requested information to proceed with a refund for the unit. The agent submitted a buy-back (refund) request in the amount of $498.00; reference Txt# *** for approval. The approval process generally takes three (3) to five (5) business days from the time it is submitted in the system. Ms*** was advised to hold on to unit and wait for the acceptance document upon refund approval for further instructions. 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 RefrigeratorAs an accommodation the extended warranty group is going to refund 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 EST, Monday through Friday and refer to case # *** Thank you

Samsung has contacted the customer regarding their ovenThe customer has been offered reimbursement of the difference in the repair cost amountWe are currently waiting for the customer’s responseWe 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 *** *** complaint in regards to the Trarebate promotion. E-Commerce has advised that a refund in the amount of $300.00; reference Refund number *** was issued for the Trarebate. Please allow 3-business days to see the funds reflected
on the account. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung telecommunication division has contacted Mr*** regarding his concerns with his telephone. Mr*** has been advised that since device is no longer provided that we could submit for a refundMr*** accepted refund in amount of 933.29, customer states that he was offered
gift card in the amount of to re-purchase his case and tempered glass, informed customer that I could submit request for the gift card in the amount of The refund compensation has been submitted and Mr*** has been advised turnaround time is 7-business days 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

[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 am currently awaiting the *** *** gift card, which I should receive within business days of the offerI will be satisfied once I have the gift card in hand.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: While that information is helpful in getting an understanding of why my warranty was dropped with no inital explanation, I am confused about what software caused this issueI've only had a few apps installed: ***, *** and ***Which app voided the warranty?
Regards,
*** ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WF350ANW/XAA We have requested for the customer to provide a copy of the paid repair invoice and cancelled check (or similar, if available) for review and considerationCurrently, we are waiting for a reply back from 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 # ***6. Thank you

Please close this case as in was resolved