Samsung Electronics America Inc.

According to our files, Samsung has contacted the customer regarding the customer’s unit model # ***We have requested for the customer to send us a copy of their purchase receipt for further review
Currently, we are waiting for a replyWe will continue to monitor this case to ensure complete resolution and satisfaction with the customerWe 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 # ***7. 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 acceptable, but not satisfactory. The "option" for a $credit towards a new washing machine does not begin to cover the cost and inconvenience of replacing the machine; it seems a half-hearted effort that allows them to say they have options
Regards,
*** ***

Samsung has reviewed Mr*** complaint in regards to his television. Our system shows the agent who handled the complaint made several attempts to contact Mr*** by phone (no voicemail to leave a message) but has been unsuccessful in reaching him. The agent sent Mr
*** an email on 8/09/advising him that the images of damage have been reviewed and it has been deemed to have physical damage with a point of impact on the unit The agent informed Mr*** that physical damage is not covered under the manufactures warranty. Due to the physical damage to the unit, no accommodation 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

Our files indicate that the customer’s request regarding their Samsung television has been reviewed an additional time per customer rebuttal requestBased off of our customer service records, it appears that the call back may have been offered by our executive consumer relations department and shortly afterward we go the customer’s Revdex.com complaint which is when our department (Office of the President) made contact with the customerWe called the customer and left a messages indicating that we are reviewing that we communicated via email and confirmed that the repair had been completedWe also added an apology if there was an expectation of an additional phone call after acknowledged email communicationWe invited for the customer to contact us if he has any further questions or concernsWe 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

Complaint: ***
I am rejecting this response because: I NEVER received any phone calls from Samsung or voice msg'smy voice mail box is empty!
Regards,
*** ***

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer’s IMEI’s were invalid; their receipt was from *** ***The model on the receipt shows that these are international variant devicesWe 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

Samsung has contacted the customer to address their concerns regarding their Samsung MicrowaveWe have offered an exchange to the customerThe customer accepted and we advised that Lowes will be in contact with them shortly to complete the exchangeWe 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*** claim again in regards to her washer. The agent handling her claim spoke with her on 4/05/and she informed them that the issue with the recall rebate has been resolved. Her concern now is in regards to her current unit which she purchased in January 2017. The agent informed her they could arrange for a Samsung ASC (Authorized Service Center) to come out, evaluate the unit and do any repairs that are needed. However in order to do so, the agent would need the complete model and serial number for the unit in question. Ms*** told the agent that she wasn’t at home at the time and would get the information to them as soon as possible. The agent also sent her an email so she would have their direct contact information. Once the agent receives the model and serial number, they will arrange a FOC repair for the unit. Please have Ms*** provide the agent with the necessary information in order to proceed with the claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF261BEAESR/AAAfter further review with our product engineers it has been determined that the rust on the doors was not caused by any mechanical failure of the unit and is considered a cosmetic issue
which is not covered under our one-year limited manufacturer’s warranty therefore voiding the warrantyUnfortunately, we will not be able to honor the customer’s request for a free of charge repair or replacementWe also advised that should the customer decide that they would like to move forward with the out of warranty repair of the unit to let us know and we will be happy to setup the service order on their behalf at their expenseWe 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 # ***7. Thank you

Samsung has reviewed Ms*** claim in regards to her washer. Our system shows a refund in the amount of a $716.49; reference Txt# *** was submitted for the unit. A Response Required for Refund Process e-mail was sent to Ms*** email on file on 5/25/with the
acceptance document attached along with instructions that are required to proceed with the refund. Once Ms*** sends back the acceptance document, the Refund Deptwill be able to process the refund. Please have Ms*** send in the acceptance document along with all required information at her earliest convenience in order to proceed with the claim We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their smart phoneThe customer has been set up for a refund and the customer has acceptedWe 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 E-commerce division the product shipped on 2/and was delivered on 2/via FedEx tracking ***. 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.Thank you

Samsung has reviewed Ms*** claim in regards to her gift card. Our system shows the agent who handled the claim contacted Ms*** on 7/03/and sent the e-Gift code while they were on the phone. Ms*** confirmed that she received the e-Gift code. We
apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their televisionThe customer has been set up for repair under transaction * ***
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

Samsung processed a prorated refund check for Mr*** which was sent out on 2/12/17. Please allow for 7-business days to receive the check. 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 customer stated she no longer has the product and purchased elsewhereThe customer has been informed that once the product has been received in the warehouse, the refund will be submittedWe 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

As per Samsung E-Commerce division the return tracking information confirms that the product has been received backA refund has been submitted for the full amount of the order and can expect to see the funds back within 3-business days. We apologize for any inconveniences and delays
the customer may have experienced with this case

Upon further review of Ms*** concerns and as per Prizelogic the check was sent out on 9/26/via USPS and has not been returnedIf Ms*** has not received the check please let us know so that we may further investigateFor further inquiries, please have customer contact Prizelogic at ###-###-####. We apologize again for the inconvenience. Thank you for being a valued Samsung customer Tell us why here

Samsung has reviewed Mrs*** claim in regards to her range. Our system shows that a refund; reference Txt# *** has been submitted for this claim. However, the Refund Depthas been trying to get in contact with her to obtain an email address so they can email her the Acceptance Documents. The Refunds agent called and left a voice message on 3/06/advising that in order to complete refund process, they would need the signed Acceptance Document to be sent back along with the serial number (required) removed from unit. The agent also advised that the documentation has to be received within days (of the call) or refund amount may be voided. Please have Mrs*** contact the agent to provide an email address to be able to proceed with the refund. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you