Samsung Electronics America

Samsung has reviewed Ms [redacted] complaint in regards to her phone Our system shows a service request; reference Txt# [redacted] was submitted to send in the device for repair The device was received and repaired on 9/18/17, and shipped back on 9/19/to Ms [redacted] via UPS; reference UPS tracking # [redacted] which was delivered on 9/21/to the address on file Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: [redacted] I am rejecting this response because:I'm moving to a new apt after months placing this orderNo one expect Samsung need months to deliver SD cardNow as their response they cant ship the item bJuly 28th so the order will be cancelled after months waitingThey scam the customer showing item is in stock to to ship within to daysNow they claim its not live systemHow customer know it when place the orderI need my item before July 28th or send it to my new address after 28th Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his phone Our system shows the agent handling the claim submitted an exchange request; reference Txt# [redacted] for the device The new device was shipped out; reference UPS Tracking # [redacted] today, 7/06/and Mr [redacted] should expect to receive the new phone within 1-business days We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionOur global parts division has processed the order for the replacement of the one connect box and the unit has been shipped via UPS, the tracking information is as followedUPS Tracking: 1ZW9584W [redacted] Again, we greatly apologize for any inconvenience this issue may have caused the customerAs reminder, when time permits we asked the customer to please ship in the original one connect box using the prepaid shipping label provided by our customer service divisionWe 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

Samsung can has no communication with [redacted] in regards to serial numbers assigned to youSamsung creates their accounts based on the information provided by the consumerTherefore, whatever serial number you provide is what serial number Samsung has to go by.As previously informed, Samsung has eliminated the printing of hard copy User Manuals for our handsets, therefore, a user manual may not be included with your packageUser manuals can be found online at www.samsung.com .If you are having trouble with call quality of your headset Samsung can only instruct to send in the product for evaluation, such issue cannot be resolved, or examined during a phone call.For additional assistance to your issues, or replacement options for your accessory please contact Samsung Customer Support at [redacted]

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer’s refund was successfully credited back on 11/27/A refund confirmation email was sent to the customer on 11/27/The customer has also been informed of the following informationWe 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

Samsung has reviewed Mr [redacted] claim in regards to headphones with his Samsung.com order Our system shows that per the terms and conditions of the offer, the participant will receive an Entertainment Kit-bundle which includes a Clear View standing cover for his/her Galaxy Sor Galaxy S8+ device (est$value) and a Samsung 64GB MicroSD EVO+ memory card (est$value) plus a 6-month Netflix subscription (est$value - collectively “Gift”) on the “stream” subscription plan The Netflix subscription ( [redacted] /) is valid for months after redemption and may be applied to existing or newly formed accounts There were no headphones included in this offer No accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

When my transmission broke in my car Ford replaced it and they didn't say it was my fault and void the warrantyBosch fixed my dishwasher, Shark replaced my vacuumEven Apple replaced my iPhone when it had issuesSamsung is the first company to lay the blame at my feetWhen I send it in to be repaired I'm told it's "Beyond Economical Repair" and now that I've filed a complaint it will cost $I'm very disappointed that Samsung doesn't stand behind it products so neither will IThis will be the last in a long line of Samsung products in my homeAfter I share this ridiculous interaction with my friends and family I'm sure they will come to the same conclusion as me, Samsung is a bad company

Upon receipt of Mr [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe are handling the damages with Mr [redacted] directlyOnce the paperwork is received we will process accordinglyAs far as the non-payment to the assigned service center payment we will handle that separately internallyWe 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

Upon further review of Mr [redacted] ’ concerns regarding his device We apologize for the issue you may be experiencing and any inconvenience this may have caused At this time and we do apologize however the response will remain the same There will be no accommodations due to the device is an international model We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mr. *** claim in regards to his television. Our system shows the agent who handled the claim was not able to speak with Mr. *** directly but communicated with him via email to discuss the claim. The agent explained to Mr. *** that based on the... information he provided, the television has been deemed physically damaged. Mr. *** stated that he didn’t physically damage the unit; it was like that when he took it out of the box. The agent further explained that because the unit was damaged before being taken out of the box, it would be considered concealed damaged. The agent advised Mr. *** that physical/concealed damage is not covered under the warranty and any repair costs would be at his own expense. The agent offered Mr. *** the option to proceed with OOW (Out of warranty) service to repair the unit however he has declined the request at this time. Regrettably due to the physical/concealed damage to the unit, no accommodations can be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted Samsung Pay regarding the customer’s concernsAs per Samsung Pay, the email address [redacted] is not found in our systems as being a valid Samsung Account IDPlease ask the customer to open Apps > Settings > Accounts > Samsung Account and verify the email address displayedWe still have an account tied to the [redacted] addressDoes the customer still have access to this account? Please clarify that we are not the retailer, and that we purchase the card for delivery to the consumerWe will issue a replacement card in good faith, but we need the correct Samsung Account ID to be able to deliver the card toIf they still have access to the yahoo address, we can also resend the existing cardWe 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.Thank you

I purchased a top loading Samsung washing machine in June of In Septthe bottom of the tub separated from the drum, causing an imbalance which effectively made the washing machine useless Contacted Samsung customer service and was told the washing machine had a year warranty, but the drum/tub was covered for or years depending on the customer service representative you spoke to, for parts only Samsung set up an appointment with Precision TV repair out of the state of California (I live in Missouri); I had to pay the one time diagnostic fee The appliance repairman confirmed the tub/drum assembly needed to be replaced and told me he would order parts The appliance repairman from Precision did not know how to deal with Samsung and asked me, the customer how he should handle the claim - that was the first red flag After a week of waiting, I had to call Precision to inquire on the status of the parts I was told the parts were not ordered because they weren't covered under the year warranty - not a true statement and Samsung agreed to rectify the problem Was contacted by Precision as to how I would like to pay for the parts since they weren't covered under warranty Placed another call to Samsung customer service and they agreed to rectify the problem with Precision I had to call Precision with another inquiry and again was asked how I wanted to pay for the parts This resulted in another call to Samsung Samsung stated the parts were covered under warranty and Precision had been made aware of the fact Precision called again to ask how I would pay for the parts At this time I had enough and called Samsung again and requested to be reassigned to another service provider, to which Samsung agreed I did not here from anyone in the to hours Samsung told me that I should be contacted, so I made another call to Samsung I was told that my case had been assigned to Precision Television Repair from the state of California I informed Samsung that this was not acceptable and I wanted another service provider At this time I was going on approximately weeks without a washing machine for my family I had also been dealing with Samsung Executive Customer Relations team on this matter I was finally assigned to AAA Appliance Repair and told that Samsung would cover the parts and laborer since I had so many problems getting the washing machine repaired The repair was made by AAA and I was satisfied with the service received Today I received a bill for a service call and labor from AAA for the washing machine repair, the laborer was supposed to be paid for by Samsung I called Samsung Customer Service and was told there must have been a misunderstanding on my part, they did not agree to pay for the labor for the warranty work - that was a lie on Samsung's part I was transferred to the Executive Customer Relations team and was again told that I had misunderstood the agreement, there was no way an they would agree to pay for parts and labor I was told the transaction number I was given when Samsung agreed to pay for parts and labor was for another customer, not me I will never buy another Samsung product as long as I am alive This has been a horrible experience in which I have been lied to and treated terribly I would absolutely never recommend a Samsung product to a friend, family member, neighbor, colleague, or complete stranger

Samsung is happy to evaluate your claim further, however, in order to do so we will require your product be shipped to Samsung.We ask that you please contact Samsung Customer Support at [redacted] at your earliest convenience.Thank 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 charger and determine the appropriate resolution to this issuePlease take advantage of the free shipping instrument to address in the system that will be provided for the return of your product Samsung product repair/replacement as a courtesyPlease contact Samsung at ###-###-#### for all service related inquiresThank you

Samsung has reviewed Mr [redacted] complaint in regards to a refund for his returned Samsung.com order Our system shows E-Commerce processed a refund in the amount of $1,720.23; reference confirmation number [redacted] which was issued back to the original method of paymentPlease allow 3-business days to see the funds reflected back on the accountThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: [redacted] I am rejecting this response because: Thats not good enough you want me to send my device so then I wont have a phone and then I have to pay for shipping and then pay for you guys to gix it the phone is designed to be water resistant I sent it to at&t regarding my issue if it comes back that my phone is water damaged then we are going to have a problem because you guys are advertising a product and showing commercials that its water resistant but it has water damage so im waiting for at&t to get back to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Ihave still not received the TV'S or a refund Regards, [redacted] ***

Samsung has contacted the customer regarding their refrigeratorThe customer has been submitted for a refund under transaction # [redacted] We also informed the customer to cut the cord photo, remove the serial decal and attach to the signed documentWe 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:I did have a service provider come to my home to repair the unit but it was still defective after the repair I received the run around and had to make many calls to this company and was promised a swap and an accommodation but all was a lie because no one in your customer service department knows what is happeningThe most frustrating part of this complaint is that I was promised an exchange many times on the phoneEspecially after I filed this complaintHow a Company can sell something that never worked is beyond meNo worries everyone I come in contact with I will share my message.........NEVER buy ANY Samsung productThey have a horrible customer service department that states they will help but it is ALL lies.They do not stand behind their productThe Better Business Complaint did not resolve my issue either Regards, [redacted] ***