Samsung Electronics America Inc.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim Under the coverage section of the Samsung Standard Limited Warranty physical damage is not covered. Samsung cannot speculate at what point of impact may cause damage to a device. Products
received into the Samsung Repair facility with signs of physical damage will require payment for repairWith that stated, Samsung is not able to authorize free of charge repair for the device, however, as a one-time courtesy a discounted repair of $has been authorized. Please reference Service Ticket #: *** as the ticket has been updated. Once payment is made you will be issued a new UPS E-label for return of your product. The Service Ticket will cancel days from today’s date if there is no further activity or payment made on the accountThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DW80H9930US/AA. We have requested for the customer to provide to us a copy of their purchase receiptCurrently, we are waiting for a replyWe are requesting this information in order to
process an exchange or refund per the customer’s requestWe 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

After I finally received an answer to my escalated call level called the repair center and verified that they made a mistake and we're going to go ahead and send the deviceI do have the email that was sent to me if you would like and also hopefully you record calls and see that the agent advised me that I would have to pay for a new deviceIM not understanding how you customer service sends me emails and is able to delete all record of the email after doing so.
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

Complaint: ***
I am rejecting this response because:I emailed the Samsung a copy of the information they needed to file my refund, I also faxed them a copy of the same information over two weeks agoI called them yesterday when I recieved this response, just to check on the progress of my refundI had been waiting for the second email I was supposed to recieve, which was to confirm how my refund would be sent, either electronic or hard copy checkThe representative informed me that I wouldn't be recieving that email becasue their system was down so they could only send a hard copy checkSo when were they planning to contact me and let me know? I asked to check the status of my refund, to which I was informed they had recieved my documents, however knowone had attached them to my file and forwarded it for processing of my refundI have now hopefuy gotten my information input correctly into the system and my paperwork is hopefully being processedI will however not accept any response from samsung until I recieve my checkI find this absolutely rediculous to have to waite on what seems to be sheer incompitenceI would like to be able to launder my clothes at home sometime this decade without fear that my machine may spontaiously combust, or the machine may decide to tear holes in more of my clothing
Regards,
*** ***

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 E-commerce agent explained to him that the option to return the order was too far out from the day return timeframe to be able to accept the unit. Samsung’s stance remains the same. No accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because: I'm absolutely appalled at the "lack of" adequate communication and responses from Samsung in resolving my issuesEvery message is a complete run aroundI truly feel they are doing everything possible to discourage my claimI don't even know where to startI have made over a dozen calls to Samsung. I was told by Barbara in Executive Customer Services on the morning of Sept8th around 9:PST that there were no service providers in my area and therefore I would receive a refund for the cost of my machineMsH conveniently claims there is no record of this callAt that time I was told to fax a copy of my receipt and was given the fax number ***I tried for days to send a fax at that number at all hours and it connects you, but instantly disconnects you so nothing can be received at the Samsung companyI tried other fax numbers as well and received an out of service response or the same disconnectI made several follow up calls to Samsung Customer Service to verify their fax was working and each time I was told it was fineI have left phone messages for MsH and have not been able to reach her. I replied to MsH last email (Sept29) where she states that she will proceed with a service for repairs based on my phone messageI did not say thatAll I asked was for her to call me so I could speak with a real person to resolve this issueI replied by asking her who was going to service my machine since I was told there is no one in my area? I still have not received a replyThis is the worst customer service experience I have ever had to deal with. Is there really a service provider in my area? Can my machine really be fixed? If so, by who? And are they authorized Samsung repair? I really feel this is just another delay or scar tactic to discourage my claimI have yet to receive any "credible" or "consistent" information from Customer Service or MsHPlease help
Regards,***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RS261MDBP/XAAWe have offered the customer to set up a free of charge diagnostic to determine is issue is within the sealed systemThe customer has accepted our proposed resolution and we have
set up service for the customerWe 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 reviewed Mr*** claim in regards to his Gear Fit watch. Our system show the agent who handled the claim spoke with Mr*** on 6/13/and advised him that the device was being repaired; reference # Txt# *** and will be shipped back to him once
completed. The device was repaired and shipped back on 6/13/17; reference UPS tracking # *** which was delivered on 6/16/to Mr*** home. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer to address their concerns regarding their dishwasher*** *** was offered an exchange done directly through the place of purchase, he declined. Customer requested a refund. The refund was submitted and approved We apologize for any
inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** * *** 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
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have not received any compensation yet!
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung televisionSamsung understands it is disappointing for any product to fail, whether in-or-out of warrantyThe Limited Warranty on this unit was months, parts and labor, which expired on or about 03/based
on the information currently on fileDue to significant time the unit has been out of warranty, the repair costs are the responsibility of the ownerPlease note the Class Action Settlement referenced was completed by Septand did not include this model televisionWe apologize for the inconvenience, but Samsung will not be honoring the customer’s request for repair assistanceWe 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 tries to accommodate our consumers with a resolution to the best of our ability on a case by case review. In Mr*** case, unfortunately Samsung cannot unlock the device because by unlocking it, it could potentially allow the previous owner’s personal information to be restored on the device. Samsung is not saying Mr*** will use their information for ill will should this be the case. However to protect the previous owners’ rights, Samsung will not be able to unlock the device. Samsung’s stance remains the same. No accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed *** *** complaint in regards to the refund check she received for her microwave. Our system shows the refund check in the amount of $439.20; reference *** *** was reissued on 12/05/for the unit. *** *** emailed the agent assigned to the claim on
12/08/17, to advise that she received the check via *** Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted our Product Marketing team regarding the customer’s concernsAs per our team, the *** is supported by Gear Sand is automatically
downloaded as a packaged with *** *** app not in the *** *** ***The *** had a delay in launch and will soon be made available with advertised streaming capabilityThe App count has been in the process of developing watch faces that offer quicker access to informationWe 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 FridayThank you

I really appreciate Samsung quick and positive response here! I do wish they would coach their repair phone staff on the escalation process though
Revdex.com:

Complaint: ***
I am rejecting this response because:
It isn't acceptable Gift cards can be shut off and reissued I work for a retailer I know The account would be under *** The account was under the old email address, which is *** I suggest they try a little harder They can resend a gift card if they want to retain a customer Thank you
Regards,
*** ***

Samsung has contacted the customer regarding their dish washerThe customer has been approved for a refund under transaction #
face="Calibri"> *** and the check was issued to the customer on 12/24/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

As per Samsung telecommunications division Mr*** received the gift card in the amount of $on 12/09/2016. 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 Prizelogic regarding their concernsAs per Prizelogic, the customer is correct; our policy is that we require a police report and affidavit in order to reship a lost prizeWe do this to protect ourselves from scammers looking to receive multiples of the same prizes
According to the tracking report, the customer’s prize was delivered to the correct locationWe 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 FridayThank you