Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: Samsung continues to be dishonest in their communications with usAt no time has Samsung called either me or my husband back, a complaint we have raised several timesWe have been promised numerous calls but never have received anyThe voicemail described above was never left and/or receivedThe description of their warranty service has also changed during almost every phone call we have with ECR and now in their email response Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It has been weeks and I still have not received my check Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I NEVER accepted any offerI responded directly back to the "PRESIDENTS OFFICE" however received no response I have included my response to them below: I appreciate the time you took to copy and paste your template over my file information I work for the worlds largest manufacturer's of appliances (in the Corporate Executive Office / Legal Division) and know exactly how warranty's work and couldn't agree more that outside of that warranty it is typically the consumers responsibility for cost of repairs however, I also understand the importance of Customer Service I spent over 10,dollars with your company from Appliances, Phones, Watches, Tablets, and TV's (multiple) including Christmas gifts for my friends and family this year and your offer is to cover the cheapest part of the repair, still make your consumer who you "Value your relationship with" drive OVER AN HOUR to a repair shop that cannot service the TV until AFTER Christmas The federal Magnuson-Moss Warranty Act specifies what must be provided by a “full” warranty: A defective product will be fixed (or replaced) without chargeThis includes removal and installationSo what your saying is that this model of TV is only Designed to Last Exactly Two years? So with the value of the TV being $1,I paid $a year to use your product The MICHIGAN CONSUMER PROTECTION ACT (EXCERPT) Act of 1976; Unfair, unconscionable, or deceptive methods, acts, or practices in conduct of trade or commerce; rules; applicability of subsection (1)(hh) would state otherwise Please arrange to have an authorized service company come to my house to repair the product They may reach me at [redacted] .Regards, Regards, [redacted] ***

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe were unfortunately unable to speak with the customer directly as we were unable to reach her via telephoneWe would like to offer her a one-time free of charge repair accommodation for the unit however we cannot offer any type of extended warrantyIf you speak with the customer please ask her to contact us via telephone at the number provided belowWe 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

Complaint: [redacted] I am rejecting this response because: Samsung did it again! It turned out that the problem was not only installation (I had a contractor rectify that part): the dryer stalls and I need to run it 2-times to get the clothes dried I called Samsung again and they did exactly the same thing: gave me an appointment, which the company that is the ONLY ONE REPAIRING SAMSUNG IN THE AREA can not honor It's been now over three weeks that I don't have a drier and hopefully it will be service on 8/30/when I could get an appointmentSamsung works with a lousy service company, who does not have enough people to service a big city like [redacted] This is not right! Regards, [redacted] ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Under the coverage section of the Samsung Standard Limited Warranty the original product must be returned to Samsung in order to receive warranty service. Without a physical device to... evaluate Samsung cannot determine a cause for the issue and provide resolution. 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 [redacted] , and find that this resolution is satisfactory to me at this point. In regards to this complaint I believe it should remain open until the transaction is completed fully, since it was extremely difficult to get a response even after 4 emails, 8 phone calls, (at least 4 phone calls were hung up on by Samsung). Each attempted phone call was documented, an email that was initially sent on May 3rd was replied back finally on May 16th. Another two emails that were sent were never returned, I decided to phone them again and ask for a supervisor. Previously I was on a phone call with Samsung Customer Service and was told I would be placed on hold, (I was not placed on hold and could hear their conversation). During this conversation the representative was talking about me with their supervisor, this conversation on Samsung's customer service side was belittling, them talking about their personal matters, and them "not wanting to help me" because I had filed a BBB complaint. (I could hear them reading through all the past emails I had sent). (though Samsung also cancelled an order of mine, that wasn't asked to be on May 8th). Thank you for your help with this matter BBB, I have been completely appalled with this experience with Samsung. If this is how they treat customers who spend thousands of dollars with them, this is not a business I will further my business with. Regards, [redacted] ***

Samsung has contacted Mr. [redacted] regarding his concerns with his refrigerator. The customer states the technician came out and determined the door need to be replaced in to which should have been identified during the initial repair. The customer states he has complete research online and... this issue appears to be an inherent problem and feels that Samsung should recall the product. Acknowledge Mr. [redacted] ’ feedback. Explain Samsung has not identified no known issues with the unit therefore a recall would not be warranted at this time. The customer states that he is currently scheduled for Wednesday 2/22 of next week and will see how it goes. The agent offered to follow up with the customer at that time; the customer accepts and understands. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has reviewed Mr [redacted] claim in regards to the Note Our system shows a refund request was been submitted, reference Txt# [redacted] on 3/07/and a Compensation ReqSubmitted e-mail was sent requiring a response Please allow for 7-business days after the check has been mailed to receive it We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] ’s complaint in regards to the return of his iPhone 5SOur system shows an E-Commerce agent informed Mr [redacted] that unfortunately, Samsung would not able to return the 5S back to him as it is stated in the terms and conditions of the promotionIn addition, Mr [redacted] request to be refunded for the value of the device will not be granted as well 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: No phone call was ever received from [redacted] I had to work with the local repair company to get resolved and ultimately take another day off work. Regards, [redacted]

Samsung has contacted to contact the customer to address their concerns regarding their Samsung Refrigerator but have been unable to reach himWe would like to offer a one-time free of charge repair accommodation to replace the water filter assemblyIf you speak with the customer, please ask him to reply to our email or contact us at the number provided belowWe 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: Why would a brand new premium refrigerator's stainless steel doors rust within three months of delivery? How can that not be covered under the product's warranty? Why is rust specifically excluded and considered a cosmetic issue? We previously owned Samsung's predecessor model and had no issues over the course of ownership. What has changed? Has the stainless steel or the manufacturing process changed? I have never purchased a product with such a blatant defect where the manufacturer or retailer refused to address the defect in some way. Regards, [redacted]

Upon further review of Ms [redacted] claim, our system shows that the acceptance documents required to process the refund was received and uploaded into the system on 7/25/and a Refund Payment Requested e-mail was sent today, 7/27/informing her that the refund is being processed for payment We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their washerThe customer has been set up for a refund under transaction # [redacted] and the check was issued on 12/22/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 # [redacted] Thank you

Samsung has reviewed Mrs [redacted] claim in regards to her microwave Our system shows a refund in the amount of $196.45; reference Txt# [redacted] was submitted for the unit due to no coverage in her area Mrs [redacted] was advised to hold on to the unit until being contacted by the Exchange and Refunds Deptwith further instructionsWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their washer. The customer is being set up for an SRA exchange with their retailer under transaction # size="3" face="Calibri"> [redacted] . 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 # [redacted] .Thank you

Samsung has contacted the customer regarding their concerns about their television The customer has been set up for a return and a pre-paid label has been sent to herWe 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 FridayThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN60EH6000FXZA.Samsung has offered the customer a refund as an 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, Monday through Friday and refer to case # [redacted] Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWe have a long standing policy of clear and concise technical expertise at Samsung which also takes into account extraneous circumstances While we understand accidents do occur, it is our contention that our technicians report exactly what they find during the evaluation processWe do not speculate how the physical damage occurs Upon review of your handset physical damage was found at the charging partAlthough you have claimed there are known reports of this device having charging port concerns we must advise this information is not accurate Unfortunately, Samsung cannot honor your request of upgrade or replacementHowever, as a one-time out of warranty offer we can provide a courtesy free of charge repairIf you wish to proceed with repair please refer to the new Service Ticket of [redacted] Once your product is delivered to you today, you may return the handset to Samsung using the expedited [redacted] E-label which has been emailed to youShould you decline this offer Samsung must refer you to your local service provider for possible resolutionThank you