Samsung Electronics America

Samsung has contacted the customer regarding their concerns with their washer and dryer set Mrs [redacted] was offered a return back to the place of purchase in which she acceptedThe request was submitted and approved on 01/28/ 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 case # [redacted] Thank you

This is in reference to Complaint ID # [redacted] , which was resolved before I was contacted (my only correspondance from you was on March to tell me the issue had been resolved)I purchased a new Samsung dishwasher in It didn't work correctly from the day it was installed - I get a flashing "SE" or "S8" error every dozen loadsSamsung attempted repairs in 2011, 2012, and 2013, but never fixed the problemThen, they stopped even attempting to fix the problemThey told me that they lost the record of all but the most recent repair, and that, even though I called after that repair to tell them the problem was NOT fixed at that time, they would not honor their warrantyThey also have a record of the peson they sent to my house who did not even look at the problem with the dishwasher, which Samsung told me would be free, and which I was later charged for EVEN THOUGH THE REPAIR PERSON WAS SENT BY SAMSUNG AND HE DID NOT EVEN BOTHER TO STAY LONG ENOUGH TO LOOK AT THE PROBLEMI'm pretty sure that "our repair people couldn't figure out how to fix the problem" is not a valid reason to stop attempting to honor your warranty.I'd like it if they could honor the warranty by repairing or replacing the dishwasher [redacted] electronics, the company I purchased it from, is currently attempting to fix the dishwasherIf neither [redacted] nor Samsung is willing or able to repair or replace the dishwasher, a full refund of the original purchase, delivery, and installation would be acceptableHowever, I would MUCH RATHER that Samsung just honor the original warranty by repairing or replacing the dishwasher

Our records indicate Customer was contacted on, or about 9/29/and stated that he was able to successfully participate in the exchange programCustomer has chosen the option to have the carrier come and pick up the phoneThey are scheduled to pick up the product this Saturday (10/1/2016) Thank you

Complaint: [redacted] I am rejecting this response because:---Quote: Samsung has reviewed Mr [redacted] complaint in regards to his Samsung.com orderQuote: Our system shows the authorized hold issue has been sent to the finance team to be reversedResponse: I would never have placed the order and allowed the hold of funds if the company operated a correctly functional systemThe product was listed as available when I ordered and DAYS afterwards, until an order is placed, at which time you are informed backordered with no estimated availabilityNow my funds are held and do not allow me to make a purchase elsewhereFunds being held because they are processing and shipping an order is one thing, but FALSELY listing an item is available and causing my funds to be held is the fault of the company, and they should compensate for their inept company operationQuote: An E-Commerce agent informed Mr [redacted] that part of his order had shipped and this item needed to be refused in order to receive a full refund.Response: This was shipped at least eight hours after I told them to cancelFurthermore, this part was an accessory to the main item and is useless without itI informed them to cancel the ORDER, not the one itemThis shows lack of communication inside a major business that needs to be corrected on THEIR endQuote: The Galaxy S32GB (Unlocked) was a promotional deal.Response: This is irrelevantPromotional or not, if it is not in stock, their systems should inform customers BEFORE orderingI would somewhat understand if I had gone back after receiving the email informing me of the backorder and seen it listed on their site as backordered, but it was still listed as in stock--for DAYS afterwardsThe company is not doing business properly when they cannot correctly tell their customers if they have a product available in stock or notQuote: Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.Response: I wasn't treated as a valued customer as they told me they had an item, took my money, then pretty much said "Ha ha, you believed me when I told you I had one? Maybe I'll get you one in a few months! Ha Ha"Upon cancelling, I am no longer a Samsung customer at all Furthermore, "We Apologize for any inconveniences" NEVER solves a problemThis is making an excuse that says "-headpat- We don't care about helping youWe're just trying to make it sound like with do-headpat-" A proper business would offer something to their customer in way of reparations (we do at my company, and every company I've worked for)----While my funds did eventually clear, they were held for six business daysBUSINESS daysDuring this time, I was unable to replace the broken product I neededThere is a famous quote that states, "Time is Money", and another stating "My Time is Valuable"Their ineptitude cost me DAYS of downtime(1-day shipping expected but would be over a weekend so 3-days, funds held and could not purchase for business days and a weekend of days for days, so this ineptitude cost me 3-DAYS).Until they correct their business operation (website design with product availability listings being true and accurate), their in business communication (not shipping an order long after it is cancelled), and start properly handling their customer issues (not simply trying to pass of every error with an 'I apologize" and actually DO something about it), I cannot and will not accept their response.To paraphrase a quote we were told by a very high ranking member of another company, "Without [your] customers, [you] are Nobody." (Original: "Without our customers, we are Nobody.") The way they treat their customers, they will lose their customers, then they will be nobody Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have offered the customer a pro-rated refund as a resolutionThe customer has accepted and has been advised that they will receive further instructions from our refunds departmentWe additionally explained that if unit is disposed of prior to approval/instructions the offer is voided 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimSamsung can retrieve your product in order to provide a secondary evaluation and determine a resolution regarding repairs for your phoneAs per the Samsung Standard Limited Warranty we do not compensates for the inability to use a product, time or inconvenienceFor adjustments to your billing contact would need to be made to the Service Provider directlyA UPS premailer has been requested and will be delivered to your home tomorrow in order to retrieve the phone and begin evaluationThank you

Please be advised that we are currently investigating this matter to determine status You will be provided an update as soon as feedback is available

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Based on our review, repair of the product has been authorized and a new UPS E-label was issued on 9/7/in order to return the device Per tracking # [redacted] the package is currently in transit to Samsung.Samsung considers this matter closed.Thank you

Dear Ms [redacted] :Thank you for contacting the Samsung Electronics America, Office of the President We apologize that you had to wait all day for the technician to service your television The feedback you provided is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures Thank you for your business and continued faith in our brand!Sincerely,Samsung Office of the President

Dear Mr [redacted] : Thank you for being a valuable customer We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem your promotional item Sincerely,Samsung Office of the President

Upon further review of the customer’s file, the customer has been set up for repair under transaction # [redacted] I know it is frustrating for any product to fail, whether in-or-out of warranty We certainly never like to hear of any of our products failing at any ageWe certainly care about our customers and want to make them happy as often as we can by providing accommodations as much as we can, where we can Please have the customer contact us at [redacted] so that we may assist 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 Prizelogic regarding the customer’s concerns. As per Prizelogic, the customer mailing address is a PO Box. We do not ship to PO boxes; please have the customer... provide a residential mailing address. 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

[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 an email from Samsung saying they were sending me a code to use to get the VR with remote but now they want me to pay $dollars for what I was suppose to get for free Regards, [redacted]

Samsung has contacted the customer regarding their TabletThe customer has been offered a one-time FOC repair and has been set up for repair service under transaction # [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 Friday and refer to case [redacted] Thank you

Upon receipt of all deliveries to the Samsung Repair Center, and removal of the product from its packaging; an external evaluation is performed for review of any physical damage (this is prior to any repairs)During the initial evaluation by the repair facility it was documented that the battery cover was received in with scratchesDue to this information Samsung would be unable to warrant free of charge repair for this issueRepair of the back cover scratches would require payment of $70.36.If there is a complaint of any additional damage to the device, outside of the battery cover, the unit would need to be shipped back to Samsung for evaluation of those concerns.To proceed with repair or evaluation requests please contact Samsung Customer Support at [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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They were prompt with a response, much nicer than the first customer service rep that contacted me (prior to opening a Revdex.com complaint) and they sent me a new charger Regards, [redacted]

Upon further review of the customer’s file, there will be no accommodations unless the customer can provide the purchase receiptWe 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 case [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: The receipt for my new washer has been provided to Samsung and we are now awaiting our refund Regards, [redacted]

Upon further review of Mr*** claim, our system shows that based on the information he provided, his appliances are expected to be delivered on 8/04/at the *** location Please have Mr [redacted] contact *** to confirm the schedule of his delivery We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimFor official carrier branded Note products the consumer would need to visit the carriers corporately owned store with a copy of their purchase receipt for assistance if the consumer is unable to complete refund/exchange with the seller directly.Thank you