Samsung Electronics America Inc.

Samsung has reviewed Mrs*** claim in regards to her dishwasher. Our system shows Mrs*** has been advised on numerous occasions that the unit was deemed physically damaged. Once a unit has been deemed physically damage, it voids the warranty and is not covered under
Samsung’s warranty. No accommodation will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Customer safety and product satisfaction are our top priorities in the U.S., and we value the trust that consumers place in us This situation is an highly isolated incidentThe experience *** *** had is rare for the many washing machines we sell each year in the U.SWe encourage anyone with any product questions to contact us directly at ***

[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
Regards,
***

Upon further review of the customer’s file, the customer has been refunded 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

Dear Ms***:Thank you for being a valuable customer. We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem
your promotional item. Sincerely,Samsung Office of the President

Samsung has contacted the customer regarding their TelevisionThe customer was offered an accommodation of FOC Repair and the customer has acceptedThe customer will be set up for repair with a technicianWe 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

Revdex.com:amsung hadled this complaint rapidly after going through the Revdex.com I feel that this process should not have been necessary, but am happy that Samsung provided the reasonable accommodation.
I have reviewed the response made by the business in reference to complaint ID ***0, and find that this resolution is satisfactory to me

Samsung has contacted the customer regarding their refrigeratorThe customer has been set up for repair 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Request has been submitted to ship the SIM Card Tray for the Galaxy S Edge + and should be delivered within 1-business days.Thank you

Complaint: ***
I am rejecting this response because: as I told Lashanda from Samsung I am not going to close this complaint until I receive my refundIt as of now is still unresolvedOnce I receive my refund in full I will close the complaint.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
While they did initially contact me on March 16th about sending a phone I have continued to be presented with lies and still have not received my device I was told on the 16th that they needed to check my address and that they had my devices to ship out and I was told that if they didn't have my device they would send me an upgraded response I was think called again the next day with the same message and statement that they were just verifying my address Each time I asked for a tracking number and I was told that they did not have one at this time but that the phone should be to me in to business days I called again on March 25th and was told that actually my claim wasn't opened until March 21st, I asked for the tracking number and was told there was no tracking number again as well as that *** would be handling my claim and I should talk to them I found that weird because I had no way of identifying my case with ***The agent rudely transferred me to the automated prompt and *** and hung upI reached an agent at *** and as I expected they said they could not help me without a tracking number I called again on April 3rd, and was told that my claim didn't start until March 25th this time I additionally was told this time that my claim was being held up due to needing to verify that my phone was under warranty and that they didn't have any on my device in stock and I would have to wait for them to get it in stock and for *** to verify my warranty status I asked to speak to a manager who told me that my warranty status was not in question butt that they did not have any of my phones in stock and that I would have to waitI asked about receiving a different device or just getting money from Samsung but I was told that I needed to call back So while Samsung states that they are in fact sending me a device I see it as a continuation of the same deceptive and non responsive methods they are have been employing the entire time Again I just want something stated at one point to be true the next time I call and to relieve my phone back I won't except any response that doesn't really provide a resolution but instead is just a canned response that they claim to be true.
Regards,
*** ***

I am rejecting this response because: this part broke while cleaning the refrigerator which should never, under any circumstance happenI filed a complaint with the Attorney General in Michigan and New Jersey

Samsung has contacted the customer to address their concerns regarding their Samsung ovenWe have advised to the customer that our product support team has once again reviewed the photographs provided and the customer’s outline of what was happening when the cracked developed per their request
Based on these details, physical damage has been re-confirmed and warranty coverage is not available as our limited manufacturer’s warranty is voided when there is physical damage presentThe Samsung Limited Warranty also only provides coverage during the designated time for defect in material or workmanshipRespectfully, after review of this claim, Samsung has determined usage and care of the unit, not defect, was directly related to the development of the crack therefore also voiding the year warrantyWith this being said, we will not be able to honor the customer’s request for warranty coverage on this unitWe 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

We appreciate the correspondence and allowing Samsung the opportunity to review this claim.We have confirmed the delivery of the product, and determined the phone is currently in the repair process awaiting parts needed to complete repairAn automated notification is sent to the consumer once
repair is completeStatus updates can also be found online: ***"Track Service"Thank you

Samsung has reviewed Mrs*** claim in regards to *** *** delay in delivering her refrigerator. Our system shows the agent handling the claim spoke with Mrs*** on 5/01/and advised that unfortunately Samsung has no control over retailers’ delivery dates. We
apologize for any inconveniences and delays the customer may have experienced with this caseThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN32EH5000FXZA We have offered the customer a one-time free of charge repair accommodation and have approved panel replacementBased on our service records, the unit has been repaired and shipped
back to the customer on 12/10/We understand that the customer has requested for an exchange of the unit however, we will not be able to accommodate his request at this time due to the fact that the product has been repaired successfullyWe provided to the customer our contact information should the issue not be resolved after receiving it back from our service providerWe 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 # ***Thank you

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer was rejected by *** We have resubmitted the customer’s information to *** for a second reviewWe 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 FridayThank you

Our files indicate that the customer’s complaint regarding Model # *** has been reviewed an additional time per customer’s rebuttal request. We have explained to the customer that both units were evaluated by an authorized Samsung repair partner and were deemed to be working within manufacture specificationsBased on this information, the units are not eligible for a buyback but we made an exception and offered the customer a refundSamsung does not control retail pricing or store reward programsThe washer and dryer in question were purchased at a discounted rate (discounts are shown on the invoice provided by the customer) and the units are only eligible for a buyback for the original purchase amountTaxes are not paid for the unit, but collected by the retailer on the consumer’s behalf for state requirements but we have authorized this to be added to the offerAdditionally, since there was no defect found on the washer we felt that $in compensation for clothing damage was a fair accommodation
The updated buyback as it stands is now:
-- Washer - $
-- Dryer - $
-- Tax - $
-- Compensation - $for damage clothing
----- Totaling: $1,
To date, we have not heard back from the customer with her acceptance of the offerIf the customer would like to proceed with the offer please have him contact our officeWe 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 # ***. Thank you

As per Prizelogic Mr*** code was sent to the email address
*** on 1/It was re-sent on 1/when the customer reached out to customer support. 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. 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 ***They are correct in stating I was dissatisfied with their response, however, the reason provided for NOT covering the Oven under the Warranty was that the "Duel Gas" Oven was converted from Natural Gas to LP Gas, therefore voiding the Warranty because it was 'modified' -- When I reminded them that the oven comes with sets of Gas jets one for Natural and one for LP along with instructions on how to switch from one to the other -thus the "Duel Gas" feature - they didn't have a response except to repeat the conversion voided the warranty. When *** was contacted and advised that Samsung would not honor their warranty - the Store Manager didn't even hesitate to allow us to return the oven for a FULL purchase price refund. Needless to say, we purchase a new *** Brand oven. *** not only stands behind their Brand, but obviously other brands as well. I will never purchase a Samsung appliance, and most likely nothing else from them again and I will make sure others are informed of their poor Customer Service.
Regards,
*** ***