Samsung Electronics America

Samsung has reviewed Mrs [redacted] claim in regards to her washer Our system shows a request for service repair; reference Txt# [redacted] was submitted for the unit; completed on 4/07/ In regards to compensation, the agent handling her claim spoke with her on 4/03/to explain that the warranty does not guarantee error-free operation of the unit Mrs [redacted] stated she received $compensation previously and wanted the same again The agent advised that Samsung will not be able to honor the previous request for future compensation We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Ms [redacted] claim in regards to her phone Our system shows the agent handling the claim made several attempts to contact her by phone but have been unsuccessful in reaching her Please have Ms [redacted] return the agent’s phone call at her earliest convenience if she still needs assistance with her 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 refrigeratorThe customer is being set up for a refund for their unitWe 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 # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: Samsung says the refund was process 1/17/ Today is 2/2/and we still have not received our refund I am in agreement with the amount Samsung is refunding Regards, [redacted] ***

As per Samsung e-commerce the customer wanted to request a modification on his order to receive product sooner. The customer was informed that Samsung.com orders cannot be... modified once order is placed and stated the estimated restock date 12/18/16 for the product. 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. Thank you

Samsung has reviewed Mr [redacted] claim in regards to his refrigerator Our system shows a refund request in the amount of $769.36; reference Txt# [redacted] was submitted for the unit On 6/28/17, a Response Required for Refund Process e-mail was sent to Mr [redacted] email on file with the acceptance document attached, along with instructions that are required to proceed with the refund Once Mr [redacted] sends in the acceptance document, the Refund Deptwill be able to process the refund Please have Mr [redacted] send in the acceptance document along with all required information at his 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

Complaint: [redacted] I am rejecting this response because: Well this has been quite the chore, I recommending putting your resources to improving your warranty service. First the numbers did not work, luckily I reached a helpful employee who transferred me to the right department, That is when my 25 minute phone call took place to get a warranty request handled. However I was told that the usb cables would not be covered on most of my chargers because Samsung only covers the charger and cable together. Since my cables and adapters failed at separate times I ordered replacement Samsung cables and chargers separately except for 3 occasions. So out of all the chargers I have sitting here they will only cover three. Also I was told originally that the Chargers again weren't covered because of the Amazon purchase through Samsung, however once I asked to record the call and informed them of this complaint they pushed it through. The chargers I send in would have to be inspected which takes 8-10 business days plus 2 days of shipping. I already sold my Samsung Gear Fit and replaced it with a Fitbit due to the poor handling of this complaint thus far. Next on the list is the Samsung Galaxy S6, Galaxy Tablet and all the accessories I bought for them. If anyone at Samsung would like to save my business , making me jump though hoops in this long warranty process is not the way to do it. To wrap up my response, this is a cumbersome, lengthy task that doesn't guarantee my chargers are covered, and we are also positive that most of my chargers won't be covered because I bought Samsung cables separately when the originals no longer worked. I suggest who ever is handling the BBB complaints with Samsung to call me directly with an option to quickly replace all of my failed equipment. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: There is NO sign of physical damage to outsideof TVThere are other defects that are clearly internalThis TV was damaged when it was packed into box! No doubt and the idea that it was damaged by me is rediculousI am a y.oWoman with a bad back, there is no way I could have pulled a 55" tv out of the box If Samsung thinks it is the right thing to do to leave me with a $defective tv which has been messed up since I first turned it onthen they clearly do not value Customer Relations! Regards, [redacted]

I am rejecting this response because: Samsung states that I made the purchase on 11/23/and that the warranty is good for days from the day one places their order (I find it VERY ridiculous that a warranty starts before you even get a product in your home to begin with)I did not receive the television until December 2nd or 3rdI located my credit card statement and Samsung made the transaction on 11/26/Therefore, the purchase date would be 11/26/14, not 11/23/Ergo, the days expires 12/26/If they say I made the call on 12/25/14, then that is less than days! I am within the days for a full return!!!! I can certainly mail a copy of my credit card statement to whomever requires itSamsung's claim that someone told me on my first call that I was out of the day return period is falseUpfront, I asked for a new television and was told someone would get back to meSomeone got back to me, but it was to fix the television, not replace it.How can a conglomerate as big as Samsung not replace a television that goes pink after less than months???? I paid $total for this television and cannot accept the fact that it has a malfunction in less than month! I wish to pursue a new television at no cost to me to obtain a replacementOtherwise, I do not want this television and want a full refund

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer was informed of the refund process as well as when ordering on Samsung.com, there may be slight delays in delivery time due to product status and the delivery companyIn order to process a refund, the unit must first be returned to the warehouseThe customer’s refund was applied to their account on 1/18/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 FridayThank you

Complaint: [redacted] I am rejecting this response because: I understand that they will not change out the dryer but I still have a washer that is not workingI was told that they will issue me a full refund for the washer and that I have to wait to hours to get an email from Samsung with instructions on what to do nextI never received that email so I called and was told that I need to wait another to hours to get an email this was a week ago and I still have not heard back from Samsung with this email they keep telling me I am going to receivewe started this a month and a half ago to either get the washer fixed or get this issue resolved and they told me that they had no one to come out and fix the washer and still nothing has been done I have spoken to over different people and they all say someone will get back to me within to hours and no one gets back to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] As stated in my complaint my model number WA456DRHDSU/AA serial number [redacted] is the machine I am emailing in regards to Ticket [redacted] was one ticket number, then after changing the contact info the new ticket number was [redacted] I have honestly lost track of which ticket number was first or lastSamsung computers should have my name [redacted] or my wife's name [redacted] in there somewhereHopefully this information helps in getting this process going further Please advise on what the next step will be Thanks

Complaint: [redacted] I am rejecting this response because: I did agreed to the option they provided that was to change the top of the equipment but it is important to let you know that this was the ONLY option they gave me and and had NO other choice. I still feel that they product is not made with a poor quality material and also I'm not happy about Samsung using a third party company for services and this add more difficulties while trying to resolve a problem. Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his vacuum Our system shows the agent assigned to the case made several attempts to contact Mr*** by phone but have been unsuccessful in reaching him The agent left voice messages followed up by emails to Mr [redacted] email on file advising that the missing part was not entered on the repair request submitted by the previous agent The agent submitted another service request; reference Txt# [redacted] for the unit Please have Mr*** return the agents’ call for further assistance with the claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of Mrs. [redacted] complaint, our system shows the agent assigned to the claim attempted to contact her again on 10/27/17 but was unsuccessful in reaching her. The agent was able to leave Mrs. [redacted] a voice message as well as sent her an email advising that the previous resolution provided has not changed. Based on the information Mrs. [redacted] provided, the device has been deemed physically damaged which voided Samsung’s warranty and any repair to the unit would be at her expense. Due to the physical damage to the device, an exchange or refund cannot be granted for the device. Regrettably, Samsung’s stance remains the same. No accommodations can be made for this claim. However, if Mrs. [redacted] would like to proceed with OOW (out of warranty) service for the unit, please have her reply to the agents’ email or contact Samsung customer service for further assistance. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.In order to receive refund the product must first be returned At this time Samsung is working diligently to complete the process for product return Return instructions will be provided as soon as feedback is available.Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # ME21F707MJT/AAWe have addressed MrTorres’ concerns and have offered a buyback (refund) as an accommodationThe customer has accepted and we have submitted the buyback request for approvalsWe 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 # [redacted] Thank you

I am rejecting this response because we feel that the offer made was not based on the price that we paid for the appliance Ms [redacted] calculated an offer based on a price of $However, we purchased the appliance for $ Additionally, we were asked to cut off the power cord to show that the appliance cannot be used Ms [redacted] also initially requested that we had to cut the power cord off and submit it or show it However, when we expressed what we felt could possibly be a safety issue in doing this she said that they did not need the power cord but requested that we show that the dishwasher can not be used We requested that Samsung arrange to have one of their technicians retrieve the unit as it can't be used and they will be able to confirm this.Please see attached communications between us from June 12- Thank you Regards,

Samsung contacted Mr [redacted] in regards to his TV and he agreed to exchange the unit We advised Mr [redacted] on how the exchange process works Once the approval was completed, he would be contacted with a model offer and the trucking company would call him with delivery date and time We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed [redacted] *** complaint in regards to his phone Our system shows E-Commerce sent [redacted] ** a FedEx return shipping label on 9/21/in order to return the device A request was also sent to the warehouse to accept the device back into the Fulfillment Center Once E-Commerce has confirmed that the device is returned, a refund will be issued back to the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case