Samsung Electronics America Inc.

Samsung has contacted the customer regarding their concerns with their home theaterThe agent reached out to Mr*** regarding the repair. She was inquiring if
the unit has been repaired successfullyWe are waiting on the customers response. 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 contacted the customer regarding their RefrigeratorA Samsung Representative has informed the customer that cosmetic & physical damage is not covered
under warranty. The customer was explained documented research indicates such issue occurs when force is put into opening the doorCustomer acknowledged stating she is not satisfied and will be seeking further resolution from *** if she has toWe 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 * ***

Complaint: ***
I am rejecting this response because:I did not accept a refundI don't know who or why this was put into my notes or fileSamsung is not offering me a full refund for a brand new TV that never workedAlso even if they offer me a refund it still does not account for the fact that I will be out of a TV and I will have to hope that I can find a TV that is similar in the same price rangeAccording to the repair guy I was sold a bad tvThen the refund and exchange different is not offering me a TV that is comparable to the one I gotthey are trying to offer me a tv with less optionsI have been back and forth on the phone and through email with different people and this has become very frustratingSamsung is doing a horrible job in resolving this matter.
Regards,
*** ***

Our files indicate that the customer’s complaint regarding Model # *** has been reviewed an additional time per customer’s rebuttal requestSamsung apologizes for any inconveniences caused by the recent warranty repair experience. We understand the process can be disappointing. The Samsung Limited Warranty is a service warranty and all repair options must be exhausted before other options are made available to the consumer. At this time, Samsung has authorized a store exchange and there have no reports from Mr*** that this process was not completed. Once again, we apologize Samsung has not met Mr*** expectationsWe 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

[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
***r

Samsung has contacted Mrs*** regarding her concerns with her refund. The refund has been submitted and
approved. All paperwork has been received and attached and refund will be submitted for final processing. 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

Complaint: ***
I am rejecting this response because:
This is a generic, looped and un-true response from Samsung.Please look at the attached screenshotI just received this email from Samsung today (Dec 8) because I called in this morningPlease note that I was asked to confirm my addressThis had happened multiple times throughtout the course since August, both when I called in and when I replied to the emailBelow are the dates when I received the email and had replied to confirm my address for Samsung to re-issue my checkI would be happy to provide evidence of these emails
Aug 3rd
Aug 17th
Oct 19th
Nov 11th
Nov 14th
Nov 23rd
Nov 28th
Please help me resolve this outstanding issue
Regards,
*** ***

The customer was also advised that unfortunately even if they were provided with a return label, the warehouse would not accepted the device and it would have been shipped back to the customer Regrettably, no accommodations can be made for this claim at this time

Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because: iIhave tried to call both the number provided here and *** *** at *** customer support coordinator to no avail, I have submitted attachment #and #to *** but I was out of country when she replied so I was not able to submit attachment #1, all these documents where submitted to *** during the initial rebate process which they should have on their system, but it is the responsibility of I the consumer to have copies of every document , I have also spoke at length with *** *** support which assured me the documents here attach should suffice, I am more than willing to perform a three way call if required to get all parties on the same line, this whole process has been a painful agony from the start, if not for this complaint with the Revdex.com I would've had zero response as Samsung has past the buck on their fail customer support and *** must get a % of all the rebates they reject ans provided zero customer support until now , my phone number is *** if I can provided any further details , thanks
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I had a very unpleasant conversation with Shana in the office of the president. I repeatedly told her that in my opinion Samsung is rebuilding a "Lemon" dryer part @ a time in my garage instead of doing the "right thing" for customer - Refund $that purchased the dryer and move onShe offered 'take it or leave it option' which left me no choice. Service man came yesterday to 'diagnose' and/ or repair the dryerHe replaced the heating element - ONLY to discover that the dryer was malfunctioning due to a bad motor mount. Same service man that has put two other motors - the first one Samsung sent to fix the first problem was the wrong motor - Then he came back and put in the correct motor a few days later. As I tried to use the dryer it was vibrating so hard that it was not useable - I called service company - they sent same service guy out - advised the motor mount had to be adjusted. NOW service man claims the issue is that the motor and mount are one piece .. and Samsung should have provided both pieces when they replaced the motor in April. Even the service man thinks dryer is a Lemon ** So am I satisfied ..NO NO NO .. The person at Samsung - her job is to strong arm the customer with attitude and "policy" instead of doing the "right thing". Samsung needs to REFUND the money.
Regards,
*** ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Per the review performed by Prize Logic they are only able to confirm one rebate submission with the email address [email protected] The last name Ferreira has no additional
submissions. The receipt provided confirms only one Galaxy S purchase (SMG920VZDA) made at Verizon on 7/21/2015. If there was an additional phone purchase, the registration is under a different name so they are unable to locate the registration unless the proper name and email address is provided. For additional assistance with your rebate request please contact Prize Logic directly at: or at the Customer Support Hotline number ###-###-####. Thank you

Complaint: ***
I am rejecting this response because: upon receiving the first message that was left by Brooke with Samsung, we returned the call at the extension requested and got a voicemail each timeWe called numerous times throughout the day unsuccessfully but left messages each timeWe requested that if she was going to continue to call us during the day when we are at work that she call my husband's cell phone number, or call after 4:00p.m We felt that this was just another attempt on Samsung's part to dodge the issue and give us the runaround because neither of those two options ever occurred
Regards,
*** ***

Samsung has contacted the customer regarding their dishwasherWe have contacted the customer via telephone and emailWe advised the customer we would like to
offer a refund for the unit and we are currently waiting for the customer’s responseWe 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 has contacted the customer to address their concerns regarding their Samsung washerResearch shows this unit’s original month warranty expired 11/30/based on the information currently on fileWe understand that the customer has been advised there are no accommodations available for
this unit; although this is accurate, we will offer an exception in this caseSamsung has offered a one-time out of warranty part(s) accommodation if the customer wishes to have the unit repaired through an authorized Samsung service providerThe customer will be responsible for any associated trip or labor fees(Please note this offer will be void if there is any indication or determination of physical damage at the time of serviceThe repair request will return to an out of warranty service call and the customer will be responsible for all associated fees.) If wishing to proceed with repair, we have asked for the customer to contact us by replying to our email or contacting us at the number provided belowCurrently, 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 the customer regarding her concerns with her washer and dryer set. The agent explained while we understand he purchased the unit's as a set each individual unit has its own warranty and the dryer is not included in the warranty for the dryerCustomer understands and
acceptsThe customer expressed his dissatisfaction with the overall experience and closed call. We apologize again 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 reviewed Mr*** claim in regards to his Note refund. Our system shows a compensation request in the amount of $983.13; reference Txt# *** was submitted on 7/25/for the device. Mr*** will receive a Compensation ReqSubmitted email notifying him
that the refund has been submitted for approval. Once approved, Mr*** will also receive a Compensation ReqApproved e-mail followed by a Compensation ReqProcessing e-mail notifying him that the check is being processed to be issued in the system. 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 phone. Our records show the agent handling his claim made several attempts on 3/22/17, 3/27/17, 3/30/and 4/03/to contact Mr*** to discuss his claim but was unsuccessful. The agent left voice messages with their contact
information for him to call back. As of today 4/07/17, the agent still has not been contacted by Mr*** to discuss his concerns in his claim. Please have Mr*** contact the agent if he still needs assistance with the claimWe apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: ***
I am rejecting this response because:
THE SITUATION IS NOT RESOLVED!
On 1/25/16, Your company rep told me that this cancellation/refund process would take 1-business days IT HAS BEEN OVER WEEKS and it is still not processed? WHY? WHY? WHY?
You are still telling me it WILL happen?
I need to know WHEN the cancellation is actually finalized
And I need to know WHEN the refund is actually issuedWHEN? WHEN? WHEN?
And your platitude, ".....sorry for any inconvenience the customer experienced...." REALLY?
Regards,
*** ***

Upon further review of the customer’s file, there are no additional accommodations that can be made outside of the service or rebate for the voluntary recall programWe 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 Ms*** complaint in regards to her washer. Our system shows the agent who handled to claim spoke with Ms*** on 10/02/to discuss the case. The agent submitted a service request; reference Txt# *** for the unit. An ASC agent
has been in contact with Ms*** and service has been scheduled for 10/20/to repair the unitThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case