Samsung Electronics America Inc.

A replacement phone was confirmed to have been delivered via UPS Tracking ***Our records show there is an additional dispute that the phone received is a locked device. Please note that Samsung does not supply unlocked devices. Samsung will only replace with the carrier model received, and the replacement will be registered to the network for that specific carrierSamsung originally received an ATT model device, and an ATT model was provided as replacementIf the consumer wishes to have the product unlocked contact will need to be made to the Service Provider who can provide the unlock code, or necessary settings needed to use the phone on their networkSamsung cannot assist in unlocking the phone for use on another network. We hold a proprietary licensing agreement with each Service Provider and it would be in violation of this agreement to assist in unlocking the phone. Thank you

Complaint: ***
I am rejecting this response because: They need to remove UNWANTED ads on my TV menu
Regards,
*** ***

We are contacting you in efforts to retrieve your unit for evaluation.
In order to provide a resolution Samsung will need to evaluate your products. We will need to request a UPS E-label be sent to your email address for shipment of the device to Samsung. You will need to place
the phone, battery and charger in the box and drop off the package at your nearest UPS location (not a drop box) for shipment.
Please remove any SIM, SD card or additional accessories used with the handset prior to shipment. Please also note, the unit may have to undergo a software reflash during evaluation which will result in a loss of data if it has not already been backed up to external source
Upon receipt of the handset we will begin evaluation and provide repair or replacement under the Samsung Standard Limited Warranty, or contact you if additional information is required Turnaround time for evaluation and resolution to be provided is typically 5-business days upon receipt of all products. If you are in need of a device during this time we would suggest contacting your local carrier for possible loaner availability
If you can please confirm your physical mailing address we will have the RMA processed on your behalf

***Revdex.com RESPONSE***Samsung has contacted Mr*** regarding his concerns with his level on headphonesDue to no inventory of EO-OG900BBESTA (Black Level On Headphones - wired) and Mr*** not wanting exchange for white authorization has been provided to exchange for
EO-N920CBEGUS (Black Level On Pro Wireless Headphones)Mr*** has been informed to ship original product in order for replacement to shipWe 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 RefrigeratorThe customer was offered a buyback in the amount of $and the refund transaction number is
***Please allow to business days for an agent to contact with preferred payment option and the refund processWe 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:This doesn't address the issue at allThis is merely a generic response that doesn't do anything for meI have a Samsung cartridge that does NOT work.
Regards,
*** ***

Samsung has contacted the customer regarding their refrigeratorUnfortunately the unit has been determined to be cosmetic damage by Samsung product support teamWarranty is
void when there is physical or cosmetic damageWe 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 RefrigeratorWe have advised to the customer that based on our research, the original 12-month warranty on this unit lapsed on or about 11/2010, with the remaining seal system coverage ending by 11/Once
beyond warranty coverage, all repair costs are the sole responsibility of the consumerWhile we sincerely apologize for any inconveniences in this matter, unfortunately Samsung will not be honoring the customer’s request for reimbursement of repair fees nor the refunding of the refrigeratorWe 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 refrigeratorThe customer has agreed to proceed with repair for the unit under transaction #***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 washerThe customer has been set up for repair with Dish; if the customer is still unhappy the company can
be changed to A&E as Samsung does not provide documentationWe 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 refrigeratorSamsung understands it is disappointing for any product to fail, whether in-or-out of warrantyThe Limited Manufacturer’s Warranty on this unit was months, parts and labor, which expired
09/14/which also had a year sealed system only which expired 09/14/based on the information we currently have on fileDue to significant time the unit has been out of warranty, the repair costs are the responsibility of the ownerWe 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

Our files indicate that the customer’s request regarding their Samsung washer has been reviewed an additional time per customer rebuttal requestSamsung has reviewed the technical reports from *** ApplianceBased on the reports, the concerns that were addressed were that there was no water entering the tub and intermittently water was being left in the dispenserSamsung technical support was also contacted to ensure all items were addressedThe water valve was changed out to address the water fill concernIt was also suggested that if the unit goes into the energy mode, filling of the unit can be delayed 1~minutesWater in the dispenser were never observed but small amounts of water in the dispenser after a washer cycle is possible and considered normalRespectfully, the unit has been evaluated and has passed all technical testingThe unit is working within manufacture specificationsHowever, we will authorize *** Appliance to visit once again to review the unit one again to re-evaluate itAt this time, the unit is not eligible for an exchange as it has test normallyWe asked the customer to confirm if they wished to proceed with a final technical evaluation visitThe customer confirmed and we set up a new service 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 EST, Monday through Friday and refer to case # *** Thank you

I am rejecting this response because: I have spoken to Samsung Tech Support over the telephone and at a Best Buy location I keep getting the run around The same trouble shooting steps Samsung is not trying to resolve this issue I've called and told Tech Support that I would like to exercise my right and use the warranty The after an hour of trouble shooting the conversation was looped around and went no where I was sent into the store and the rep at the store told me that he was just a Sales Associate and was not trained to service the watch This is poor customer service!

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF217ACRS/XAAWe have advised to the customer that the part in question for her repair is on order, in transit and that the assigned service center will contact the customer directly to schedule a
repairWe additionally explained that we would not be able to honor her request for an exchange and advised that the repair has to continue in accordance with our limited manufacturer’s warranty 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 received this email from you on Tuesday, June 23, however, no one has contacted me and once again I get this email from the Revdex.com this afternoon stating that you are closing the case due to no response from me? I have called and left two messages for you Ms*** and you did not return my calls at all. I thought the Revdex.com actually assisted consumers? Please advise.*** ***On Tuesday, June 23, 11:AM, *** *** wrote:Good Afternoon, I will reopen the case and turn it over to our arbitration department for them to review and possibly schedule a hearingSomeone from the arbitration department will be in contact with you shortly. On Tue, Jun 23, at 8:AM, *** wrote:Pleasant good morning ***, I am understanding this. This complaint is not closed. I did respond to the emails that I got from the Revdex.com on June 12th. Samsung has not reached out to me. On May at 3:23pm, I reached out to *** in regards to the incorrect status that they had on their website stating that I rejected the package I spoke to someone by the name of ***, he acknowledged that that status was placed there in error and that no attempt to deliver the package back to me was made. I called *** again on June 9, at 3:10PM, I spoke to a manager by the name of *** out of the *** office, she stated that the package was not examined by *** and that it was sent directly to Samsung and they were going to make an effort to retrieve the package from Samsung and that no one from *** would call me back that I will have to expect a call from Samsung. No one from Samsung has called me back and it has been almost two months now. Please advise as to where I need to go from here. I thought I was going to get some help from the Revdex.com. Thanking you in advance. Re: ID # ***- Samsung Electronics America Inc
Regards,
*** ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim Our records indicate the exchange for large size Gear S bands have been complete and will ship via UPS tracking ***Once UPS has scanned the package for shipment you are able to
track delivery online at www.ups.comThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.While we understand your concerns, the purpose of the Reactivation Lock is to safeguard the consumer's deviceIn the event a product is lost or stolen, and the Reactivation Lock is set it will prevent an
unauthorized user from gaining access to the device.Should a unit be shipped to Samsung's Repair Facility with the Reactivation Lock triggered the unit would automatically be returned to the user without repairThe consumer must remove the lock directly, and once the unit is unlocked it can be returned to the service center for repair.Although we understand the code may have been shipped along with the unit the Repair Center has a strict policy not to remove the lockThis not only protects the consumer, but also protects Samsung from any claim of unauthorized entry into the device.If you have received the device and successfully removed the Reactivation Lock you may contact Samsung's Customer Support Center at 1-888-987-to arrange a new Service Ticket for expedited services in order to have your unit evaluated and repaired.Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung dryerResearch shows that this unit’s original month warranty expired approx05/We understand that the customer has been advised that there are no accommodations available for this unit; although
this is accurate, we have offered a one-time part(s) accommodation if repaired through an authorized Samsung service providerWith this accommodation, the customer will be responsible for the labor chargesThe customer has accepted our proposed accommodationWe 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 was told when I filed the ticket it would be a priority response with overnight shipping both ways The phone has now been there for a week and still no-one has given me update as to the status of my phoneThe initial inspection is supposed to take to hours according to what your customer service reps told me and then repair would be one to two days with the priority ticket The phone has been there for a week now and still no information
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
I am waiting upon *** to call me about the Note or Edge to be in stockThey said it could take up to a month to receive phoneCan I email the receipt upon arrival of the phone?
Regards,
*** ***