Samsung Electronics America Inc.

[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 meI would like to note the item was quickly resolved through this process which I appreciate; however, this was only AFTER submitting a complaint through the Revdex.comPrior to this, I made numerous phone contact attempts over several weeks, with no progress towards resolutionAlso, while I did receive a satisfactory resolution, the company did not make an attempt to accommodate or "make it right"As an example, I ordered a telescope during the holidays from *** online which was lost by UPS in transitThe item was then sold out in their warehouse - in order to fix the problem so I would receive what I ordered in a timely manner, Costco customer service quickly sourced the item through their buyers and reshipped a new product before UPS finalized the lost package claimSamsung could have easily sent me another TV and allowed me to send back the defective TV simultaneously
Regards,
*** ***

I am rejecting this response because:
Samsung would not respond to fixing my dryer until I filed a claim with you guys. The Dryer has broken again and I would like to reopen this claim. I feel they have a lemon here

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN39FH5000FXZA. We have addressed Ms***’s concerns and have contacted Best Buy to push through the exchange requestBest Buy confirmed that the exchange was completed on 1/21/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, Monday through Friday and refer to case # ***Thank you

Complaint: ***
I am rejecting this response because:
I called in and explained that the incorrect replacement accessory product was sentI was told that the correct product will ship soonThat’s s the latest I have so far
Regards,
*** ***

Samsung has reviewed Mrs*** claim in regards to her refrigerator. Our system shows the agent who handled the claim was informed by Mrs*** that she has proceeded with exchanging her unit through ***The agent advised Mrs*** that a refund would not be possible in
this instance. Due to Mrs*** exchanging the unit through the retailer, no accommodations can 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 Prizelogic regarding their concernsAs per Prizelogic, the customer will be sent a return label for the VR in order to exchange the prizesWe 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

According to our files, Samsung has attempted to contact the customer via telephone and email regarding the customer’s unit model # WA456DRHDWR/AABased off of our customer service records, we show no service historyWe explained in our messages to the customer that repair is the only option
available at this time through Samsung but the extended warranty may provide some other optionsWe 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 reviewed Mrs*** claim in regards to her dryer. Our system shows a refund in the amount of 676.45; reference Txt# *** was submitted on 3/31/for the unit. A Response Required for Refund Process e-mail was sent to Mrs*** on 4/03/17. Once the
refund had been processed and issued, please allow for 7-business days after the check has been mailed to receive it. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

My complaint # is *** and l wish to Thank you for all of your help in resolving our problem with Samsung. The repairman came on Monday the 16th and we ran the dishwasher on the 17th and all went well

Samsung has contacted the customer regarding their RefrigeratorThe customer was offered repair from another ASC and the customer accepted under transaction ***
size="3" face="Calibri"> 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 refer to case* *** .Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorThe customer has advised to us that since her Revdex.com complaint she has paid to have the unit repaired alreadyWe 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 the customer to address their concerns regarding their Samsung dishwasherAs an accommodation, we have offered the customer a free-of-charge repairThe customer has accepted our offer and we have set up the repair service request on his behalfWe 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 # ***3. Thank you

Samsung has reviewed Mr*** claim in regards to his refund. Our system shows a refund in the amount of $212.00; reference Txt# *** was issued on 4/20/for the unit. Please allow 7-business days after the check has been mailed to receive it. We apologize for any
inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr*** claim in regards to his Samsung.com order. Our system shows an E-Commerce agent reviewed the return tracking number (*** for the Gear device and confirmed that the product was received back to the warehouseThe agent sent a refund request in
the amount of $37.22; reference Refund number *** to the Refunds Group which was submitted on 7/11/for the Gear deviceIn addition, for this inconvenience, the agent credited Mr*** an additional $off his “current” order which was submitted on 7/11/as wellWe apologize for any inconveniences and delays the customer may have experienced with this case. 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 provided that the replacement items are delivered
Regards,
*** ***

I am rejecting this response because: I received the following e-mail, but NOT the replacement products.-----Good afternoon David, I just wanted to reach out to you after our conversation recentlyI’m hoping that you have received the complimentary battery packs that were shipped to you and that they are working fineIf there is anything else that you need assistance with please let me know. Thank you Kindly,*** ***/Call Center SupervisorSamsung Mobile USAAccessory Division / Dealer ServicesEastpoint Drive *** *** *** ** ***
-----

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
product and determine the appropriate resolution to this issuePlease take advantage of the free shipping instrument that will be provided for the return of your productPlease contact *** for warranty serviceThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimAfter review of your account we have found that a member of Samsung’s Security team contacted you concerning this matter on 3/30/16. There were parts of the device found to be counterfeit and for this
reason the Samsung Repair Center was unable to repair the device. After options were provided to resolve this matter your decision was made to have Samsung return the phone to you in the condition in which it was receivedAt this time the Repair Center is preparing the outbound return shipment of your deviceThank you

Samsung has contacted the customer regarding their washerThe customer has been set up for repair under transaction #***
face="Calibri"> 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

Upon further review of the customer’s file, the customer is still not eligible without proof of purchase receipt of the deviceThe email sent by the customer only reveals the submission was complete not that they were approved to receive a prizePer the line that states, “All Offer claims are subject to verification of eligibility and compliance with the Terms & Conditions”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