Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: no one has contacted me about my TV and there is no physical damage to this TVThis is a lie and this company is making this up Regards, [redacted] ***

Samsung has attempted to contact the customer regarding their televisionThe unit has been deemed physical damage; any repair cost would be the responsibility of the customerIf the customer would like to set up repair please contact us at [redacted] so we may assistWe 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 tries to accommodate our customers with a resolution to the best of our ability on a case by case review However in Mr [redacted] case, the rust on his refrigerator is considered a cosmetic issue and he was previously advised that cosmetic damage is not covered under Samsung’s warranty Mrs [redacted] was also advised (from a previous repair) that Samsung’s warranty does not cover rust/cosmetic damage on the unit Regrettably, Samsung’ stance remains the same No accommodations can be provided for this claim 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 have not yet received the payment promised above We submitted the file on 7/11/ Never got a confirmation I contacted Samsung and they requested that I send it in again That has been completed The refund payment processing system insisted on a claim number starting with a Ours has a 3, therefore we could not even request how the check is to be sentIn addition, Samung should pay the fee to have the unworking machine removed They insisted that this was MY responsibility Regards, [redacted]

Samsung e-commerce division has contacted Mr [redacted] regarding his concerns Mr [redacted] shipped back the Samsung Galaxy S7, 32GB, (unlocked) Black Onyx on his order without a Samsung prepaid return label as a result the customer service team was unable to verify if the product was received back at the Samsung warehouse Mr [redacted] stated he returned the product using USPS The agent asked Mr [redacted] to provide the USPS return tracking numberOnce the return tracking number has been received and verified that the product has been received back a refund will be submitted for the order 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

Upon review of the customer’s file history a refund check was issued to the customer on 03/04/with compensation ticket # [redacted] Depending on the form of payment that he requested it can take up to business days to be receivedWe 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 case # [redacted] Also you could reach us at [redacted] Thank you

Samsung has contacted the customer to address their concerns regarding their Blu-ray playerThe unit has been repaired and has been shipped back to the customer via UPS, tracking # [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 thru Friday and refer to case# [redacted] Thank you

While we understand your concern Samsung can only provide support if there is a technical issue present Samsung is unable to provide service under a what if stanceIf there is currently no symptom or damage present Samsung cannot assist with repair We do apologize for any inconvenience this may cause Thank you

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review However in Mr [redacted] case, the terms and conditions stated that he had days to return the device In addition, Mr [redacted] made no attempt to contact Samsung to inquire about the return label until over days past the eligible time to send it in Mr [redacted] case was escalated to upper management for review and has been denied Regrettably, Samsung’s stance remains the same No accommodations can be made for this claim 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: Samsung email support, phone support, and in-person support treated me poorly, did not listen to my complaints, responded with "how-to's" instead of addressing my complaints, and even implying that I am stupidTo this day, Samsung still insists that there is nothing wrong with their phone and continues to ignore the true issuesI have already disposed of the phoneI will never purchase another Samsung product based on the way that I have been treated when trying to get my complaints addressed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The phone was damaged by your repair departmentIt was never shipped to Samsung with a "cracked rear case"I called Samsung executive relations and opened a case file/complaint with them and I was assured a call back and an explanation as to how the rear case of my phone was damaged and as expected no one bothered to contact me back with this informationIf you rad the initial repair order that was generated by your Samsung customer service you will see that it was never documented that there was any other damage to the device other than a cracked screenThe phone was kept in a heavy duty case and when it was shipped to Samsung the case had not a scratch on itNot a dent, scratch, blemish nothingWhen it was received by your repair department the phone was inspected by a Samsung employee and the condition of the phone was fully documented including the presence of a sim card drawerNever ever was it documented, upon arrival, by your Samsung repair center employee that there was any damage to the rear case of my phoneIt was not until after the phone was in the possession of the repair center for several days that damage to the rear plate of my phone occurredFurthermore I requested through your executive team to explain to me how a piece of metal (back case) could have been crackedI could understand a dent ot scratch but never a crackI called your repair center in Texas and after an over one hour hold time the very snotty woman advised me that it was discovered that the back case had a "defect"Never did she advise me of a damaged or cracked rear plateWhen the phone ws repaired the technician wrote up the repair as cracked screen and cracked rear plate and cited abuse as the causeThe only time my phone was abused was at the SAMSUNG repair center where the phone was somehow dropped or hit with an object and or abused to cause damage to the rear of my deviceYour company treats consumers very, very, poorly and Samsung representative you speak to on the phone after an incredibly LONG hold time tells you a different storyYou have no consistency and you run your customers through a bunch of time wasting nonsenseFurthermore, and oh i'm not done,,, when I originally called Samsung to file a complaint about my paper thin and very delicate LED screen that is where the night mare began Your Samsung employee told me the phone was under warranty and would be repaired free of chargeLook at the repair order she typed upUnder "product information and in the warranty section she wrote "In Warranty"I was then advised to remove all hardware, reset my phone to factory settings (wow what a pain in the neck!!!) and ship my phone to the repair center for an "in warranty repair" Once imy phone was in possession of the repair center the games startedThey changed the repair order to reject the warranty claim and charge me $for the repair of my cracked screenAt this point no cracked rear case was ever mentioned or documentedAfter a huge fight and hours on the phone with your worthless call centers that have the longest hold time ever, it was agreed that your employee screwed up the repair order and totally inconvenienced me so the repair would be performed free of chargeThen after all of that nonsense your repair center managed to do further damage to my phoneSomehow they cracked and or dented the rear case of my phone either through abuse or through total incompetenceHow did the rear of my phone sustain more damage while at your repair center??? Answer the question SamsungLook at all of the documentation that you provided meThere was never an issue with the rear plate of my device until it was at your worthless repair centerI want my phone replaced end of storyWhile my phone was in your repair center it was subjected to such a strong impact that according to your Samsung representatives suffered a crack in a metal case!!! How could you crack a metal case???????????????? Answer the question Samsung and stop hiding behind layers of belligerent employees that do nothing but lie to customers to cover their incompetence and write up documents regarding the final repair of my phoneIt was Samsung that abused my phoneIt was Samsung that cracked the rear metal caseGet ir right for once!!!! You are the worst corporation I have ever delat woth in my life and I used to be a loyal consumerI currntly own over Samsung products including tablets, refrigerators, phones, a smart TV and a washer and dryer setNever againI will run from your brandYou have serious issues with quality and customer relations Regards, [redacted]

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, "Arial","sans-serif"">the customer registered for the promotion but never submitted his informationAn agent will be reaching out to the customer for his informationWe 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 reviewed Mr [redacted] claim in regards to the memory card and refund of shipping charges Our system shows an E-commerce agent spoke with Mr [redacted] and informed him of the terms and conditions for Samsung promotions The agent further explained that the promotion was while supplies last Since the product was not added to his order, it indicated that the promotional product was no longer available The agent also explained that Samsung.com does not operate on a live systemThis may be why Mr [redacted] saw the MB memory card initially showing in his cart but not on his order confirmation and order invoice The agent informed Mr [redacted] that they would submit a refund for the shopping cost as compensation He can expect the fund to be credited back to the payment method used to place the order within 3-business days We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mr [redacted] claim in regards to phone Our system shows the agent handling his claim offered a FOC (Free of Charge) evaluation for the device which he accepted A pre-mailer was sent to Mr [redacted] to send in the device to the service center We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

On July 20th my wife called to report the LCD on her Samsung Galaxy Shad stopped working She was advised to send it in, which she didI'm going to save all the details in between, but suffice it to say we were originally told that we were going to be charged for the repair, after a Revdex.com and much frustrating conversation, Samsung agreed to waive the feeInstead of repairing the phone, it was returned unrepaired, according to Samsung, by "customer request", we made no such request After numerous additional phone calls with support, the phone was recalled to Samsung for repair I then spoke with Roosevelt and Kristen in the RMA Center (both managers) who assured me that the phone would be immediately repaired and returned On 8/I was told I would have it 8/8, on 8/I was told I would have it 8/9, on 8/I was told I would have it 8/10, on 8/I was told I would have it 8/It finally arrived 8/ On 8/(days after the original shipment) I opened the box to find a repaired phone without the SIM Card Tray, meaning I am unable to use the phone An additional hour on the phone yields the answer that it will be 7-days for me to receive a SIM card tray OVER DAYS AFTER PHONE WAS SENT FOR REPAIR! Each and every step of the way I have been given inaccurate information by Samsung reps, told things that were just plain untrue and then even after escalation and "everything being taken care of" I was returned a phone that can't be usedIf this weren't so awful, it would just be comical How is it possible that this is the customer experience for a company that is providing a premium brand and where we paid nearly $for the phone?

Samsung has reviewed [redacted] complaint in regards to being charged $for the TrapromotionE-Commerce has advised that a refund in the amount of $300.00; reference Refund number [redacted] was issued on 1/25/for the Travalue adjustment charge Please allow 3- business days to see the funds reflected on the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

[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 If the repair is unsuccessful I will expect Samsung to take further action to replace the unit [redacted] ***

Dear Mr [redacted] Sr: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

Samsung has contacted E-Commerce regarding the customer’s concernsAs per Prizelogic, we are waiting on a reply from the Fulfillment Center regarding the return of the product per AGS tracking the status is “returning to shipper” on 12/15/Once we have established the product has been returned we can proceed with the refund process for the customerWe 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 regarding his concerns regarding what will happen in the future with his unit and was advised that his concerns with customer service will be addressed Mr [redacted] agreed and the service will continue We apologize for any inconvenience and delays the customer experienced with this case For further inquiries, please contact ###-###-#### between the hours of 9am and 6pm EST, Monday through Friday When calling please refer to case# [redacted] Thank you