Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because:
The lettering on the control panel should be able to withstand laundry detergent since this is a washing machineThis is a design flaw. If Samsung won't stand behind their product, I'm assuming they don't want to do business with me
Sincerely,
*** ***

Samsung has reviewed Mrs*** claim in regards to her dryer. Our system shows the agent who handled the claim spoke with Mrs*** on 6/28/to discuss the claim and to apologize for her customer service experience as well. Mrs*** informed the agent that she has
already set up service for the unit with an outside servicer (the unit is almost years old and out of warranty) and she no longer required service from Samsung at this time. 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 claimAs courtesy authorization has been provided for repair of your productRefer to Service Ticket # *** and use the UPS E-label emailed for return of the deviceThank
you

Samsung has been aware of issues with their Television sets for sometime regarding the capacitor's and the TV's inability to turn on or constantly turning off on it's own There are more models involved than just the ones they have listed This is a blatant defect in manufacturing and should be corrected on all sets irregardless of their self imposed time frame Their response regarding the self imposed window of opportunity to fix these issues has passed is unacceptable as they are and have been aware of literally millions of TV's affected by this I owned my old style TV for years without any issues I purchased a Samsung TV, along with millions of other individuals, and it won't even last years for a thousand dollar TV Samsung should be ashamed of themselves for not stepping up to the plate and correcting an issue with it's TV's

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
(they will provide a repair free of charge).However, some important points as I believe Samsung is not operating with their legal requirements for warranties:You state that in regard to the damage to my found, "Samsung cannot speculate how the damage occurred." I AGREE YOU SHOULDNT SPECULATE, BUT YOU DID SPECULATE - YOU CLEARLY STATED THAT SOMEHOW YOU JUST KNEW IT WAS "ABUSE." Your customer service protocol was wrong to assign the term "ABUSE" to the defectI only had characters so I had to chop up my issue description as best I couldIn regards to the complete warranty statement “What are SAMSUNG's obligations? During the applicable warranty period, provided the Product is returned in accordance with the terms of this Limited Warranty, SAMSUNG will repair or replace the Product, at SAMSUNG’s sole option, without charge.” I agreeMy point is that your customer service protocol does not even allow for REPLACE just repair, which goes against the warranty you just quoted (see example and example below)And, your customer service protocol added that if it is BER, then it WON'T be repaired - totally ignoring that the issue isnt that it costs more to repair than what it is worth, but rather that if it is under warranty and the warranty covers it, then it MUST be fixed or REPLACED (regardless of the cost to you)(see Example below).EXAMPLE 1: Samsung CSR said in email "This type of connection cannot be re-soldered so it is considered un-repairable due to the physical damageWe would have surelyhelped you, if there was an alternate option available at our endHope you understand our limitations" There IS an alternate option, and that is REPLACEMENT"We would have surely helped you" is very disingenuousEXAMPLE 2: Scotty from Samsung via chat: I've confirmed this with our supervisor that the Samsung has no option to replace the deviceEXAMPLE 3: Scotty from Samsung via chat: Our technicians have evaluated the device and I see that the device repair cost is Beyond Economical Rate [sic]If the repair cost is more than the price for a new device, then it will be BER(Beyond Economical Rate [sic])Samsung DOES NOT REPAIR THE BER DEVICES AND SENDS THEM BACK [emphasis mine]

Complaint: ***
I am rejecting this response because Samsung fails to disclose the actual status of product, and rather accepts orderIf they work on DEAD system, then how come price gets updated immediately, where as the qty is not updated on need basis?
I would want the company to re-look into their so called DEAD system, to ensure customers are not misled into buying a product which is not in stock or back-ordered by properly displaying the status of the productSamsung is kind of playing foul game in US by advertising a lower price, getting customer attracted to their website, place order, and then either cancel the order or delay it purposefully saying its due to massive order resulting into customers either cancelling their order because of delays or Samsung cancelling the orderThey have done that in the past as wellI would like Samsung to compensate me for the delays and if they cant fulfill the order, then compensate me for the difference which I can use to buy from other website which has the stock like bestbuySamsung is not fulfilling the order @ $199, and since Betsbuy is selling for $349, then samsung should compensate me $- only when they are not fulfilling and cancels my orderIf not, then fulfill the order and compensate me for the delays
Regards,
*** ***

Samsung has reviewed *** *** complaint in regards to being charged $for the Trapromotion E-Commerce has advised that a refund in the amount of $175.00; reference Refund number *** was issued for the Tracharge. 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 tries to accommodate our consumers with a resolution to the best of our ability on a case by case review In Mr*** case, the rebate policy does not state the consumer will be refunded the full cost of the new unit purchased. Our system shows agent handling Mr*** claim previously advised him on 3/28/that Samsung will not grant a full refund for the washer. The rebate amount is based on the model and manufacture date of the recalled washer and he cannot receive more than what he paid out of pocket for the new washer. No further accommodations will be made for this claim. 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 TabletSamsung provides repair service for our tablets through our factory repair facilityHowever, I understand you are seeking local repair options, we can recommend one of our walk in stores in your local
Best BuyBest Buy has their very own Geek Squad that may also be of assistanceRegarding the repair costs, this cost is based on the part(s) and labor necessary to complete the repairUnfortunately, one of the most costly part of the tablet is the glass panel, therefore the cost is substantial when compared to the purchase priceRespectfully, the repair cost is not negotiableWe 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:
We tried calling back and always goes to a voicemail We currently are working with one of their authorized repair and we were told he is waiting for parts to come in thats taking foreverThis is really inconviniencingSamsung should just give us a rebate for new washer since the recall repair they did was a failureRidiculous
Regards,
*** ***

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review. In Mr***’s case, based on the agent notes in the system along with the information he provided, the issues with his washer have been resolved as of 4/07/with the repair on the unit. No further accommodation will be made for this claimWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because:Well this has been quite the chore, I recommending putting your resources to improving your warranty serviceFirst the numbers did not work, luckily I reached a helpful employee who transferred me to the right department, That is when my minute phone call took place to get a warranty request handledHowever I was told that the usb cables would not be covered on most of my chargers because Samsung only covers the charger and cable togetherSince my cables and adapters failed at separate times I ordered replacement Samsung cables and chargers separately except for occasionsSo out of all the chargers I have sitting here they will only cover three. Also I was told originally that the Chargers again weren't covered because of the Amazon purchase through Samsung, however once I asked to record the call and informed them of this complaint they pushed it throughThe chargers I send in would have to be inspected which takes 8-business days plus days of shipping. I already sold my Samsung Gear Fit and replaced it with a Fitbit due to the poor handling of this complaint thus farNext on the list is the Samsung Galaxy S6, Galaxy Tablet and all the accessories I bought for themIf anyone at Samsung would like to save my business , making me jump though hoops in this long warranty process is not the way to do it To wrap up my response, this is a cumbersome, lengthy task that doesn't guarantee my chargers are covered, and we are also positive that most of my chargers won't be covered because I bought Samsung cables separately when the originals no longer workedI suggest who ever is handling the Revdex.com complaints with Samsung to call me directly with an option to quickly replace all of my failed equipment
Regards,
*** ***

[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,
*** ***

Complaint: ***
I am rejecting this response because:
Samsung requested a repair person come to my home knowing that I had already purchased a different brand They had already come to my home multiple times and were not able to repair the unit The first repair person suggested a part I bought and it didn't fix the unit The second repair person said it was the dish soup being used I went and bought the suggested brand and the unit continued to leak Additionally, I explained the broken unit is not connected to a water supply, so how would they make a repair They know that Why should I have to now figure out how to get water to the unit? That makes no sense! I suggested they pick it up and take it to their shop & figure it out Also this unit is part of needing a program update as well That is why they sent a repair person out to fix the unit a second time, at not cost, through their legal department Samsung sells this poor model and doesn't own upThey should have reimbursed me for at least a pro-rated amount on the unit's cost and most certainly given me the cost of the service call (they didn't fix it) and the part I bought (that didn't repair the unit) Very, very disappointing
Regards,
*** ***

Samsung has contacted the customer regarding their RefrigeratorThe customer has been advised to submit their purchase receipt for possible accommodationsWe 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:
They aren't resolving the issue
Regards,
*** ***

Samsung has contacted the customer regarding their televisionUnfortunately, there will be no accommodations due to the unit is considered physical damageWe 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 refer to case * ***. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung microwave ovenWe advised to the customer that we have a service file for his setup but the assigned service center has been unable to reach himWe requested the customer to provide us his best contact
number to reach him so that we can update the information in our systemWe also provided him with the contact number for the service centerThe customer advised that he is still having an issue contacting the service centerWe explained that we will set up another service transaction with a different service center and if there are none that can run the service call that we would look into additional accommodationsThe customer accepted our proposed resolutionWe 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:
That was a non-response
You could have walked the return shipping label to my house by now*** ***

Complaint: ***
I am rejecting this response because:
I RECEIVED A MESSAGE TOOTHE CONTENT IS BELLOW: Thank you for contacting SamsungI have received and reviewed your complaint and I understand you were charged for the trade in device you mailed to usAfter further review, unfortunately, we are unable to approve your request for a refund of $Per our warehouse, the phone was deemed to not meet the wear and tear requirementI apologize for the inconvenience that this may have cause youIf you have any questions or concerns please do not hesitate to email me back. I CAN'T FIND THE THOUGHT TO DEAL WITH THE PROBLEM FROM SAMSUNGSO I MUST REJECT
Regards,
*** ***