Samsung Electronics America

Software updates for phones using the Android operating system are produced by Google and distributed by the service provider, such as [redacted] *** Under the Samsung Coverage Section of the Samsung Standard Limited Warranty the phone must be shipped to Samsung for evaluation purposesSamsung must require the exact year, make and model of the vehicle in question, and the IMEI # of the phone in useOnce this information has been received we may be able to request retrieval of the phone (although out of warranty by date) for further evaluation This requested information can be emailed to [email protected]

My last rebuttal (which came before the Samsung response below) has not yet been addressed In the latest update from Samsung there are a number of untruths: (1) I have not received any firmware update nor has any firmware for the UN55Bbeen posted to their website, (2) there has been no extensive research and I was told they would not look into this issue as it was unfounded even by many users on many TV support forums, and lastly (3) my complaint did not originate with a [redacted] app complaint rather this was something that [redacted] (Samsung Office of the President) brought up as another problem with their televisions lack of support for the current Samsung App Store.1.) From what we understand, the customer has already received the recommended firmware and also admitted that his unit is not experiencing this issue anymore If other customers are having issues, we always encourage them to contact our customer service department for assistance and review to get proper recommendations on how to fix their issueSamsung has a wide variety of television models and each model is different Therefore, the fixes for these models may be different as well 2.) We have previously stated to the customer that based on our extensive research, there are no known issues regarding the capacitors/power supply in the customer’s model3.) Based on our records, we did address the [redacted] application specifically because this was the specific app the customer was having issues with When discussing steaming audio and video content via the internet, [redacted] was the only application the customer mentionedIn addition, internet@TV specifically explains, in the user manual for this model even, that the experience is powered by the ***! Widget Engine This is why the customer accesses the applications through ***, and not the Samsung appstore I do believe my complaint has not received any consideration by Samsung as they have not thoroughly looked into any of these issues which remain outstanding, unanswered/unresponded toI would appreciate your help by reopening this record on the basis that I have not received any resolution to my issue from Samsung and they have not even captured the issue in their response (noted in each response I've given to the Revdex.com).Thank you in advance for your help[redacted] ***

Complaint: [redacted] I am rejecting this response because: I received an email that they have requested a new TV to be sent to us but said it would take an additional 6 - 8 weeks and we still have not received a return label to send the broken tv back. Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I was instructed by Samsung to file a claim with ***. A claim was filed by me on 5/7/15. I was told that the claim number would be the [redacted] Tracking #. [redacted] ***.. Per ***, this package was picked up from my location on 5/8/15 and delivered back to Samsung. Samsung was aware of the issue. Thanking you in advance. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Person who called me on behalf of Samsung was unhelpful and unwilling to try and resolve the issue. I told her that the notebook did not need sending in to the service center as I have already confirmed that there is nothing wrong with it, and that the issue is certainly with the charger. I was not given a logical reason as to why the notebook needed sending in once I informed them that it had already been tested. She just kept repeating herself and did not answer any of my questions. I told her that in order to resolve this simple matter, all that was needed was for Samsung to ship me a replacement charger, which she refused with no reasoning. A charger is a customer replaceable part, so there is no reason for me to send in the notebook. Regards, Laura Bond

Beyond Economical Repair does not mean the phone cannot be repaired, it simply means the cost associated with the type of repair required can in most cases cost more than the actual value of the device itselfIn these circumstances the phone is returned unrepaired.As stated, Samsung has made a one-time exception for your case and approved a free of charge repairThe warranty on your handset will remain active (one year from the original purchase date of your product).Thank you

Thank you for allowing Samsung the opportunity to review your claim In order for Samsung to authorize the request of replacement the current Note must be returned for direct evaluation of said symptoms: Camera issue, miccard issue, turning off, freezing, burning, over-heating, not charging, and glass being separated from frame Once evaluated we can determine if replacement is warrantedYou will be contacted with resolution once evaluation is completePlease allow 1-business for evaluation once the device has been returned to Samsung To continue please return the device using the UPS Premailer which has been requested for delivery to your home within 1-business daysPlace the phone, battery and charger in the box, tape the return label included inside to the outside of the box and drop off the package at your local UPS Store for return shipment Thank you

Samsung has contacted the customer regarding their Galaxy S5. The customer has been offered a one-time free of charge accommodation and the customer has accepted. 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 reviewed Ms [redacted] claim in regards to her washer Our system shows the agent handling the claim submitted a refund request in the amount of $566.03; reference Txt# [redacted] for the unit due to repair delay Ms [redacted] was advised that product is under review and to hold onto the product until receiving further instructions On 7/14/17, a Response Required for Refund Process e-mail was sent to Ms [redacted] email on file with the acceptance document attached, along with instructions that are required to proceed with the refund Please have Ms [redacted] send in the acceptance document along with all required information at her earliest convenience in order for the Refund Deptto process the refund in a timely manner 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: That response was absolutely patheticSamsung has consistently proven that customer service is not a priority"Bianca", the Executive at the Samsung Executive Office was rude and unhelpfulI will be seeking legal action Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN40EH5300FXZAWe have reviewed the customer’s file history and there are currently no previous service transactions on fileWe can offer him a one-time parts and labor accommodation if repaired through an authorized Samsung service providerWe understand that customer has requested an refund of the TV; however, we will not be able to honor his request at this timeSamsung’s one year manufacturer warranty is for serviceWe provide the service to ensure that any issues that arise are taken care of without the customer incurring any costIf the customer wishes to proceed with repair please have the customer contact us so that we can process the service transactionWe 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

Complaint: [redacted] I am rejecting this response because:I am not questioning the refundMy prior response was clearly not read by SamsungThe issue is that I was told I could buy the same tablet at the same price and they have flat out ignored this partI tried to contact Samsung again regarding this issue and the representative put me on hold and hung upI don't understand how it is possible for them to have customer support that does not provide any support Regards, [redacted] ***

Upon further review of the customer’s file, the customer has been requested to submit their purchase receipt; we are still waiting for a response from the customer. We 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 [redacted] Thank you.

I am rejecting this response because: The issue relates to a capacitor failure This defective issue (capacitor failure) occurred with all four my Samsung TVs Each time I have contacted Samsung, I received the same or similar response stating “...there is no documented history of recall or defect with this model unit" The defective that occurred with this TV unit and my other Samsung TV units has caused a financial burden and emotional effect Since this defective has occurred with this model unit, including my other model units raises a red flag that Samsung knowingly produced and sold defective merchandise while making significant profit

This is totally 100% unacceptableThis is not what we had agreed tooI must get my replacement device as we had agreed too in our prior conversations Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I called Samsung customer service again about the issue on Friday, May 26thand when I informed them that their own technician had come by and looked at the tv himself he had stated that it is NOT an infestation issueBut now the Samsung customer service reps are changing their mind about the infestation issue and are now calling it "physical damage" so that they can avoid covering the cost of the repairIt is clear they do not want to do the right thing and keep their customers happy with a simple fix so now I would like to demand a full refund for my device Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his rebate for his washer Our system shows a rewards card in the amount of $was mailed on 9/22/to Mr [redacted] address on file Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted Samsung Pay regarding the customer’s concernsAs per Samsung Pay, the customer has been refunded and should receive the refund within about 3- business days, depending on his bank ( [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 [redacted] between the hours of 9AM and 6PM EST, Monday through FridayThank you

Samsung telecommunications division has contacted Mr [redacted] regarding his concerns with his device Mr [redacted] was offered a free of charge evaluation and repair due to customer satisfaction A pre-mailer has been sent to the customer under tracking numbers Tracking # Out: [redacted] , tracking # In: [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 thru Friday and refer to claim # [redacted] 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: Although I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI still have not received any type of refundUntil I do so, I am not satisfied Regards, [redacted]