Samsung Electronics America Inc.

Samsung has reviewed Ms*** claim in regards to her washer. Our system shows the agent who handled the claim submitted a refund request in the amount $974.07; reference Txt # *** for the unit for approval. Once the refund has been approved, Ms*** will receive an
email with the acceptance document along with further instructions on how to proceed with the claim. Ms*** was also advised that product is under review and to hold onto product until receiving these instructions to avoid any delays in the refund/claim process. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung believes that we have addressed all of Mr***’s concerns and questionsSince Mr*** indicates that we have not addressed them we will have to suggest for him to contact us directly to discuss his complaintAs indicated previously in our previous responses, Samsung cannot honor any of Mr***’s requests as his limited one-year manufacturer’s warranty has expiredWe have previously contacted him via email and telephone however to date we have not heard back from him with his decisionWe have advised to the customer that we are able to set up a repair for him however that all repair costs would be his responsibility since his unit is out of warranty

Samsung has reviewed Mrs*** claim in regards to her microwave. Our system shows the agent who handled the claim spoke with Mrs*** on 6/08/to discuss the claim. The microwave was months OOW (Out of warranty) when service was provided. The agent
advised Mrs*** that when the unit was diagnosed by ASC for the magnetron issue, it was determine during service that the magnetron was not the issue and the repair was completed. Essentially, Mrs*** paid for the OOW service completed on 6/07/for the unit. The agent advised Mrs*** that due to the unit being OOW, Samsung would not be able to compensate for the OOW repair charges. Regrettably, no accommodations can be made for this claim at this time. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr***’ complaint in regards the Traprogram with his Samsung.com order. Our system shows E-Commerce is currently investigating this matter and an agent will be in contact with Mr*** with a resolution once the investigation has concluded. Thank
you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

[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: the television is working now, thank you
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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

Samsung has attempted to contact the customer to address their concerns regarding their Samsung Television however we were unable to reach himThe customer’s email address has been returned as undeliverable and we also do not have a telephone numberWe need additional information from the
customer to fully evaluate this complaint and updated contact informationWe also need the unit’s serial number and current firmware versionIf you speak with the customer, please ask him to contact us directly at the number provided belowWe 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:I'm still suppose to wash my bedding on delicate - an improper setting
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,
*** ***

Samsung has reviewed Ms*** complaint in regards to the $rebate for the units she purchased. Our system shows that a request has been submitted and Ms*** will be receiving a gift card in the amount of $for the units. 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: The company that took the picture and ultimately replaced the cooktop sent me this invoice stating that there was a flaw in that cooktop that caused it to crack - not from customer misuse. We did NOT drop anything on that cooktop. When I would clean that cooktop I could see something under the surface that could not be cleaned off. Apparently that was that 'air pocket'. Samsung - you need to back up your products
Regards,
*** ***

Samsung has contacted Mr*** regarding his concerns with his refrigerator. Mr*** was contacted on 10/11/by an agent regarding his refund. Mr***’ refund has since been submitted and approved. His check was issued on 10/20/16, depending on how the customer
requested payment he should have his refund within 3-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

As per Samsung telecommunications division Samsung does not push SW updates to devices using the Android operating systemThese updates are created by *** and pushed by the carrierSamsung has no official reports of known issues related to this claim, and would be unable to confirm what
SW was pushed to the device. If the phone was not operable the remaining troubleshooting option would be to factory reset the device and as per warranty Samsung does not compensate for lost data. An attempt to contact Mrs*** was made to offer evaluation if issue has not been corrected, or possible Note replacement if current IMEI is provided to confirm product availabilitySamsung cannot fulfill a request to upgrade to Note Advanced replacement or upgrade requests must be fulfilled at the carrier level. 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # GT-N5110ZWYXAR. We have offered the customer a pro-rated buyback (refund) as an accommodationWe 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 # ***Thank you

Upon further review of Mr*** complaint, our system shows the Refunds Deptrecalculated the amount to be refunded for his Note exchange/refund. There was a typo in calculations; correction on the calculation: $(phone difference) + $(case) + $(loyalty) for a total of $341.00, the correct refund amount for the exchange/refund. Mr*** received a refund check in the amount of $for the Note exchange/refund. We apologize for not meeting Mr*** expectations of a refund amount he anticipated getting in order to use towards the purchase Sphone. However based on the corrected calculations, the amount refunded still stands. Regrettably, no further accommodations can be made for this claim. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

After filing a complaint with the Revdex.com, I received a phone call from someone at the Samsung Corporate offices who was noticeably annoyed that I had bothered to complain to anyone, particularly the Revdex.comShe was uninterested in hearing the difficulties I had up to that point, as I
tried to explain what was going on but was cut off and told that she'd read my complaint and my file and that was good enoughFurther into the discussion, when discussing my work vacation time being valuable (I had explained in my complaint that I had to take work off repeatedly for them to fix their product and was now being expected to for a 2nd faulty product that had just been delivered to my home), I was told her opinion of my time and my opinion were different and she was "refusing to comment on that"When I said the reasonable expectation of vacation time used on my part for their clearly faulty product (refrigerators now with the same defect that cannot be fixed) she commented that there is an expectation of things coming up that need to be fixed that we all should account forI believe I have now went well beyond that "reasonable expectation" of time and have been unduly burdened and there is no end in site to the refrigerator repair attemptsHer only offer was to provide an approval for an even exchange at Best Buy, at which time she encouraged me to pick another company's productI believe they have mistreated the situation and abused my time and resources and are clearly taking a stance that they will not provide any further assistance with their faulty productAnd someone who isn't willing to discuss a customer's issue in an attitude that doesn't immediately convey annoyance should not be working customer serviceI have now also filed a complaint with the FTC.At this point I don't know what anyone will do for me, but I'm beyond mad, frustrated and outraged and I'll not stop until they make this right somehow

Upon further review of the customer’s file, the customer has been offered a $gift card and the customer acceptedWe apologize for the previous response error and 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 Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer has been approved to receive the televisionWe 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

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer a one-time accommodation to cover the parts portion of a repair with one of our authorized repair service centers if he was willing to pay for the laborThe customer
responded indicated that he contacted the nearest service center and that he has decided to scrap the unit instead of proceeding with the accommodation offer 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

Upon further review of Mr*** complaint, our system shows a compensation request in the amount of $201.99; reference Txt# *** was issued on 8/30/for the repair cost for his device. A Compensation ReqSubmitted email was sent to Mr*** email on file, notifying him that the refund has been submitted for approval. Mr*** will also receive a Compensation ReqApproved e-mail notifying him that the refund has been approved and a Compensation ReqProcessing e-mail notifying him that the check is being processed to be issued for payment in the system. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case