Samsung Electronics America

Upon further review of Mr [redacted] compliant, the Promotions team has advised that a replacement code was sent to him via his email on file Please have Mr [redacted] check his email for the code 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 claimUnder the coverage section of the Samsung Standard Limited Warranty physical damage is not coveredSamsung cannot speculate at what point of contact may cause physical damage to a device Although the phone may be of a durable build, the product is still manufactured of glass which is subject to damage if droppedSamsung cannot honor the request of replacement, nor free of charge repair However, as a one-time courtesy we can offer to repair the phone at a discounted rate of $Should future damage occur the phone may be subject to full repair paymentService Ticket #: [redacted] has been processed should you choose to accept this offerYou will need to call Samsung Customer Support at [redacted] , refer to the Ticket # and make paymentOnce payment is made a UPS E-label will be emailed for shipment purposesPlease note, the Service Ticket will remain open days from today’s date before closing if no payment is madeThank you

Samsung e-commerce division has contacted Mr [redacted] regarding his concerns with his refund Mr [redacted] inquired about his refund being processed for product that was deemed LOST by AGS on 2/3/The refund was processed on 2/14/and the customer was informed to allow 3-business days to see the funds reflected We apologize again for any inconveniences and delays the customer may have experienced with this caseThank 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 reviewed the response made by the business in reference to complaint ID [redacted] , and find this resolution is the best I can hope to obtain without a long and costly legal fight.If a business provides a defective product (as validated by their own repair person) and the product is still under warranty, then I would expect a reputable business to “make it right.” I think those are reasonable expectations, especially when a consumer is spending thousands of dollars for a product.The customer should not lose money due to the business’ defective product. In this case, I am losing hundreds of dollars because of the resolution technique the business chose (buy back of the defective refrigerator vs. replacement of the defective refrigerator with a comparable product).I take this as a very hard lesson that I’ve learned about Samsung. Until this event, I had a very high opinion of the company. But after the run around I’ve received over 3 plus months, I don’t intend to ever buy another Samsung product. It’s not worth the hassle!Although as of today (1 December 2015), I’m still awaiting receipt of the money to buy back the defective refrigerator.With this said, I concur with closing complaint ID [redacted] . If possible, please keep the statement I’ve written above with the completed case and available for public review.Regards, [redacted] ***

Samsung is currently awaiting IMEI verification from the consumer in order for the promotional department to provide a proper resolution to the customer's claim Once the information is received, it will be forwarded to the promotional department and they will provide the customer with a resolution

Samsung has contacted the customer to address their concerns regarding their Samsung refrigerator. We have explained our limited manufacturer’s warranty coverage and that her unit’s one year expired leaving only the 5 year sealed system coverage. We explained that we can set up service but... coverage is not guaranteed and would be dependent on the evaluation. We have set up service for the customer with an earlier date. 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] 1. Thank you.

Samsung has attempted to contact the customer regarding their washerUnfortunately, we have not received a response from the customerPlease have the customer contact us at [redacted] so we may assistWe 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 contacted Prizelogic regarding their concerns. As per Prizelogic, the consumer’s location code on his receipt did not reflect a qualifying online or telesales purchase. We have communicated with him and are currently escalating the shipment of an S2 to the address that he verified via... our customer support. 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. Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have approved a buyback (refund) for the customer on 07/23/The refund has been completed and issued on 8/8/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

Complaint: [redacted] I am rejecting this response because: They are breaking warranty laws by disallowing the return of a damaged product prior to the consumers receipt of said product. Regards, [redacted]

Upon further review of Mrs [redacted] claim, our system shows a refund in $291.68; reference Txt# [redacted] was submitted for the microwave and a refund in the amount of $1,261.43; reference Txt# [redacted] was submitted for the range A Refund Payment Processing e-mail was sent to Mrs [redacted] email on file on 7/05/to update her that the refund is being processed to be issued for the microwave Once the check has been issued, Mrs [redacted] will receive a Refund Check Issued e-mail informing her that the check has been issued for payment Please allow 7-business days after the check has been mailed to receive it In addition, Mrs [redacted] will also receive a Refund Payment Processing e-mail as well as a Refund Check Issued e-mail updating her on the status of the refund for the range We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer was rejected because their receipt did not indicate their service carrierHowever, it is confirm this is a Sprint customers based on their IMEI and receipt submitted to our Tier II teamFor customer satisfaction, the customer has been approvedWe 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 contacted the customer to address their concerns regarding their Samsung televisionResearch shows this unit’s original month warranty expired on or about 02/based on the information currently on fileRespectfully, due to the length of time the unit has been out of warranty, there are no accommodations availableRepair needs and costs are the responsibility of the owner once the limited manufacturer’s warranty expiresWe 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 Mrs [redacted] regarding his concerns with his washer Mrs [redacted] selected the repair option and the tech came out to the home while the tech was there the customers changed their mind and did not want to go with the repair anymore and to change to the rebateThe agent spoke with the supervisor and she advised her that there are no accommodations that can be provided being that the tech did come out and attempt the repairThe customer was advised that once a repair is set up and the tech comes out the other option is no longer availableThe customer was advised that the only option at this time is to complete the recall repairThe customer is not satisfied with the resolutionThe customer was advised that no other accommodations will be provided We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

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] ***

Upon further review of Mr***’s claim, the exchange has been processed and approved on Samsung side under transaction [redacted] The exchange process can take 5-business days to be completed, however [redacted] will contact you to complete the process We 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 claim [redacted] .Thank you

Samsung does not manufacture screen protectorsIt is also instructed not to send the product with this accessory on the device as it may be removed during the repair process This information was sent to you via an instructional email on 7/10/Do not ship any of the accessories with the phoneWe are not liable for any lost accessories (ieSIM Card, Battery, headset, memory card, screen protector, etc.) UNLESS the accessory is directly related to your concern with the productExample: If it is power related (charging, power cycle, heat, etc.) please include the battery and any chargers being used with the phoneBased on that information Samsung would not be able to provide the replacement requested

Samsung has reviewed Mr [redacted] claim in regards to his Noterefund Our system shows a refund in the amount of $948.29; reference Txt# [redacted] was issued on 4/29/for the device Please allow 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 Ms [redacted] complaint in regards to a refund for her washer Our system shows the agent assigned to the claim spoke with Ms [redacted] on 11/07/to discuss the case The agent submitted a refund request in the amount of $636.44; reference Txt# [redacted] for the unit The agent advised Ms [redacted] that the product is under review and to hold onto unit until receiving further instructions to avoid any delays in the refund/claim process On 11/09/17, Refund/Compensation payment method website link e-mail requesting Ms [redacted] preferred payment method was sent to the email on file Ms [redacted] will also receive a Response Required for Refund Process e-mail with the acceptance document attached, along with instructions that are required to proceed with the refund Please have Ms [redacted] send in the acceptance documents once she receives it in order for the Refunds Deptto process the refund in a timely manner 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 was supplied a Promo code on 12/I followed the instructions supplied via the email, and received an error codeI responded back to Samsung Customer service on the same dayI was told that a new code would be generated in 5-business daysOn 12/I was supplied the same codeI tried it again at that time as per the instructionsWhile it no longer gave the error, it also didn't do anythingI again responded to inform themI was told by Samsung customer service that I could just place an order for the product that they owed me, and they would offer a refund when the item ships rather than wait for a third promo codeI agreedWhile placing the order, there was no indication that the product was out of stockHowever, I later received an email informing me that the product is backordered, without supplying any type of an estimated ship dateI currently have a pending charge of $to my credit card, and I am awaiting shipment of the item to receive a refundI would like to keep this complaint open until such time as the product ships, and Samsung follows through on their offer to submit a refundAttached is the email chain documenting this offer from the Samsung Customer Service.Regards, [redacted]