Samsung Electronics America

Response: Customer was initially offered an advanced replacement option due to repeat repairsHowever, there is no option for replacement otherwise this would have been fulfilled Customer has since been offered refund, but the phone needs to be returned to fulfill the refundHe has already been sent the label to return the phone which is why agent created Service Ticket # [redacted] This customer is refusing to send the phone prior to receiving refundCustomer was offered the option to place a CC hold, refund would then be issued and once he receives it he could return the phone & we’d release the holdHe declined this as well saying he was told he wouldn’t have to apply a CC hold (credit card hold)That was the case when only replacement was offered, we will not provide refund without prior phone return or this holdHe claims issue will remain unresolved if we can’t replace phone, or provide refund without phone first

We appreciate your correspondence and allowing Samsung the opportunity to review your claimItems purchased via Samsung.com have a grace period for non-working devices You must contact the E-Commerce Team at: [redacted] ) in order to process refund/replacement of the productWe apologize for any inconvenience this may causeThank you

Samsung has contacted the customer regarding her Samsung refrigeratorWe see that the customer has agreed to a buyback on the unit in the amount of $as based on the original purchase receipt providedAlthough a proration would have been in order, there was no discount taken for your length of ownership, thereby providing full compensationRespectfully, no additional monies would be added to this offerWe 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 # [redacted] Thank you

I have not receive a satisfactory response from Samsung , or from The Revdex.comI tried to communicated with Samsung providing the information from their own costumer service , to which their response was " she made and error" , I based my purchase decision based on the information they provided and have tried in many ways to get a responsed with zero acknowledgement of their information provided by their agent.....below I will enclosed a copy of my original chat, thanks for your time , hope Revdex.com can be more responsive to my issue, I am willing to discuss this over the phone if you prefer , thanks [redacted] *** Please note that this email address is used only for sending chat transcripts.The emails sent to this email address are not monitored and will not be replied.Please visit http://www.samsung.com/us/support/contact if you need any further assistance.General InfoChat start time Oct 3, 10:07:PM ESTChat end time Oct 3, 10:16:PM ESTDuration (actual chatting time) 00:08:55Operator [redacted] Chat Transcriptinfo: Please wait for a Samsung Agent to respond.info: You are now chatting with ' [redacted] 'There will be a brief survey at the end of our chat to share feedback on my performance today.info: Your Issue ID for this chat is [redacted] : Hi, thank you for contacting Samsung Technical SupportHow may I help you today? [redacted] : your current prom [redacted] : your current promotion on galaxy note mentions that a trade in of $minimum is required ,,,my carriers is given me $for my old droid , do I qualified for rebated [redacted] : I will be glad to assist you with required information[redacted] : thanks [redacted] : you are welcome[redacted] : I have checked the information for you[redacted] : I would like to inform you that you will get rebate of 195$[redacted] : that's great news , I will complete my online order thru my carrier ,just wanted to be clear prior to ordering [redacted] : Is there anything else that I can assist you with? [redacted] : no thanks , have a great night [redacted] : We thank you for your inquiry today and hope your experience with Samsung tech support has been a pleasant one In an effort to continuously improve our service, we request you to take a minute and complete a quick survey.Please click blue 'X' button on the upper right corner and you will be provided with the survey to complete[redacted] : Bye!!info: Chat session has been terminated by the Samsung Agent.Sent from my [redacted] 4G LTE smartphone

As previously mentioned, According to agent's notations on 6/6/15, it was informed that a device reflash would be performed, and only the phone should be sent in without screen protector or any other accessoriesWith this stated, Samsung will not be able to honor the request of any refund

I just wanted to let you know this issue was resolved Samsung purchased the dryer back from me

Upon further review of Mrs [redacted] concerns on 10/04/two refunds were issued(transaction numbers [redacted] & [redacted] An email has also been sent to the customer advising of this We apologize for any inconvenience and delays Mrs [redacted] has experienced with this case For further inquiries, please contact ###-###-#### between the hours of 9am and 6pm EST, Monday through Friday When calling please refer to case# [redacted] Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his Samsung.com order E-Commerce has advised that the system shows the order was cancelled however, a new order was placed 10/25/and the SIM card has been shipped 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 RefrigeratorWe have advised to the customer that we will not be able to accommodate the customer’s request for repair fee reimbursementsWe explained that their unit is out of warranty and any repairs are the customer’s responsibility after warranty expirationWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer regarding their RefrigeratorA Samsung Representative will check on the status of the customer’s parts order to get an approx delivery timeframeWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted] Thank you

Complaint: [redacted] I am rejecting this response because:My original Revdex.com complaint now has people replying to itAimee S contacted me directly because, as she said, she received my complaint from the Revdex.com and wanted to makes sure my issue got resolvedWe also have another person who is only replying to the Revdex.com complaintEach of these people are giving conflicting answers to the same issueOn May 2nd, Aime S emailed me that “I should expect 4-business days until check issuance once they receive your documents,” which she agreed were received on April 28thIt is now May 11th and according to Aimee S’s email from May 2nd my check should have been mailed by May 8th, which was business days after it was received on May 28thI still have not received that checkNow the person who is replying via the Revdex.com site is saying “that our system shows the refund in the amount of $432.39; reference Txt# [redacted] was approved today, 5/09/for the unit Mr [redacted] will receive an email informing him that the check has been issued to the address on file Please allow 5-business day after the check has been mailed to receive it.” Both of these people cannot be correct if they are giving conflicting answersI filed my original refund request on April 4thWhen I checked back with Samsung to see if my request was processed they told me they were still waiting for copies of my receipt and Serial numberThat was why I opened this complaint with the Revdex.comIt is now May 11th and it appears that I am no closer to getting this resolved then I was on April 13th when I filled this complaint with the Revdex.com Regards, [redacted] ***

This email is to inform the Revdex.com of satisfactory resolution of my complaint ID [redacted] filed against Samsung Please let me know if I need to do anything else to close this complaint I appreciate everything the Revdex.com does to get action for consumers Have a great holiday

We appreciate your correspondence and allowing Samsung the opportunity to review your claim We do apologize for the trouble you have experienced Our records indicate a charger replacement ticket was processed on 8/16/( [redacted] ), however, as per warranty the original product is to be returned to Samsung in order to complete the exchange Samsung does not have record of receipt of the original chargerAt this time a request to complete the exchange has been submitted to the Accessories Department Please allow 1-business days for delivery of the replacement charger Once received you will need to return the original charging using the UPS E-label providedAs for the phone if you feel you are experiencing trouble with the device it would need to be shipped to Samsung’s Repair Facility for evaluation in order to determine a resolutionContact would need to be made with Samsung Customer Support at ###-###-#### to arrange a new service ticket for evaluation of the phoneThank you

Samsung has reviewed Mr [redacted] claim in regards to his Samsung.com order Our system shows an E-Commerce agent informed Mr [redacted] that Samsung.com does not operate on a live system Our customers are notified after the orders are placed that their item is pending to be fulfilled Samsung was provided with an estimated date of 7/10/for fulfillment of the order The E-Commerce agent explained to Mr [redacted] that Samsung is only provided with estimated fulfillment dates from our fulfillment center The agent also informed Mr [redacted] that estimated fulfillment dates can change if the fulfillment center is not provided with enough units to fulfill the orders Mr [redacted] was been informed of the option of cancellation as well We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Ms [redacted] claim in regards to her refrigerator Our system shows a refund request in the amount of $1,672.99; reference Txt# [redacted] was submitted for the unit A Response Required for Refund Process e-mail was sent to Ms [redacted] email on file on 6/06/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 resolve the issue associated to complaint [redacted]

Complaint: [redacted] I am rejecting this response because: This TV was brand newWhen I spoke to SamsungThey said, Have someone take it down and put it back up and they will reimburse thatI did what exactly they askedNo one called me from SAMSUNGI have NOT heard anything from anyone from SAMSUNGAs of right nowI still have an issues with TV's volumeSpoke to Technical Department 4/5/and they are sending me new remote control Issue stays the same Regards, [redacted]

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer has been contacted regarding the television serial number and once received will start the exchange 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 FridayThank you

Samsung has reviewed Mr [redacted] compliant in regards to his phone Our system shows the agent who handled the complaint spoke with Mr [redacted] on 8/21/and advised him that he has an international phone from the UK which holds no warranty in the United States The agent advised Mr [redacted] that in order to be provided with in warranty service, the device would have to go back to the country of origin Regrettably based on this information, no accommodations can be made for this claimThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer regarding their smart phoneThe customer has been advised of the previous offer for repair service; however the customer has declined our offerWe apologize for any inconveniences and delays the customer may have experienced with this case For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you