Samsung Electronics America Inc.

Complaint: ***
I am rejecting this response because: Their statement of I have not contacted them could not be more wrongI have spent hours on the phone with Samsung speaking to and repeatedly telling and forced into re-telling this problem with everyone from receptionists to managers and middle managers. They have tons of notes on this issue
Regards,
*** ***

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer has been submitted for a refund due to the customer never
receiving the productWe 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

Upon review of the customer’s file, the customer is required to send his receipt/invoice information to *** *** at *** .Once the information has been received we will send the customer the codeWe 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

Samsung has reviewed Mr*** claim again in regards to the Gear VR promotion. Our system shows that his phone was rejected due to the IMEI being invalidHowever upon further review, it was determined that the IMEI entered was missing a digit (8) which cause the system to deem it invalid. The system has been updated and the promotions group approved the submission of the Gear VR promotion with the revised IMEI (***); approval date 3/29/The estimated delivery of the Gear VR is approximately one week and will be mailed to Mr*** address; *** * *** *** *** *** *** *** ** ***. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the product is still on backorder with no confirmation date at this timeWe 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

Upon further review of Mr*** claim, our system shows an E-Commerce agent contacted him and informed him that a request for return labels can be sent to the Returns Team however it is not 100% guaranteed that the warehouse will accept his package due to it being outside his return date Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer an exchangeThe customer has accepted the proposed accommodation and we explained that the customer will receive a call from our exchange department with a model offer
within 1-business daysWe 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 do appreciate your willingness to accept service.As it has been advised contact will need to be to Samsung's Customer Support team at 1*** in order to properly explain the symptoms which are occurring with your unit, and confirm a good email address for receipt of the *** E-label if you are not receiving them at *** .If you would like a description of your current device concerns, and confirmation of the email address can be emailed to *** and a courtesy Service Ticket can be processed on your behalf.Thank you

Complaint: ***
I am rejecting this response because: To date Samsung has failed to refund, as promisedthe $I was charged, see attached, I have notified Samsung but they have failed to reply
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung DishwasherWe have advised to the customer that a copy of their detailed sales receipt is needed to process a buyback (refund) for the unitThe customer advised that they will get us a copy of the receipt from
where he purchased the unit fromCurrently, we are waiting to hear back from 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 contacted E-Commerce regarding their concernsAs per E-Commerce, the customer has been informed the investigation has been completed and the customer will be submitted for a refundWe 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

Upon further review of the customer’s file, If we find the product is beyond repair, and the damage is not due to physical abuse at that point replacement of the unit would be considered
To continue with service we must ensure a proper service ticket is created and the phone is shipped to the Samsung Repair FacilityPlease contact Samsung Customer Support to arrange a new ticket at *** as any product shipped to Samsung must be associated with a repair ticket in efforts not to delay service
Thank you

Samsung has attempted to contact the customer to address their concerns regarding their rangeUnfortunately we have not heard back from the customer. Please have the customer contact Andrew L (***) so that we may assist. 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 the customer’s file, a Samsung Representative has attempted to contact the customer at *** to offer a one time FOC repairPlease contact *** so that we may be of assistance. 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

Samsung has reviewed Mr*** claim in regards his Gear2. Our system shows the agent handling the claim spoke with Mr*** and advised him that because he is not the original owner of the device, Samsung cannot unlock it. If Samsung unlocks the device this could potentially
allow him to gain access to any personal information the previous owner may have had on the device Mr*** stated there was no original owner and he has been using the device with his Samsung account The agent advised Mr*** that Samsung does not distribute to pawn shops. The original owner had to sell the device to the pawn shop for it to be sold by them to Mr*** The agent reiterated that Samsung will not be able to unlock the device since by unlocking it, could give him access to the previous owner’s information. 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 contacted Mr*** regarding his concerns with the recalled washers. Mr*** has decided to go with the repair option. We understand his frustrations and apologize for any inconvenience this issue has caused. We apologize again for any inconveniences and
delays the customer may have experienced with this caseThank you

Samsung has reviewed Mr*** complaint in regards to his television. Our system shows the agent assigned to the claim submitted a service request; reference Txt# *** for the unit. However due to no coverage in his area to service the unit, an exchange request;
reference Txt# *** was submitted for the unit. Mr*** was advised to hold onto the unit until receiving further instructions. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

We appreciate your correspondence and allowing Samsung the opportunity to review your claim
We do apologize for any trouble in returning your Gear VR. Your correspondence has been forwarded the appropriate parties for review and direct follow up
Please allow 24-business hours for
contact
Thank you

Complaint: ***
I am rejecting this response because:That is not true I have not received any communication from them at all not a phone call, missed call, voicemail or email, how about giving me theiir contac information so I can talk to them but instead no your policy is to only send emails to them because you can't call them or even cc me on the email to them what are you trying to hide??? Whomever set up these policies needs their head examined in my very honest opinion, because policies like this especially when someone's home has been damaged where it's literally like business days or better before any kind of status update let alone any type of resolution
Regards,
*** ***

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty serviceSamsung as a courtesy will evaluate your charger and determine the appropriate resolution to this issuePlease take advantage of the
free shipping instrument to address in the system that will be provided for the return of your product Samsung product repair/replacement as a courtesyPlease contact Samsung at ###-###-#### for all service related inquiresThank you