Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: Samsung is not addressing the facts How can this be a maintenance issue when the first service call was a month into owning a brand new dishwasher? The smell would not have been present so quickly if there wasn't an issue with something The fact that it's taken technicians to come up with a part that just so happens to not be covered under warranty is absurd And it's been proven that the technicians or Samsung is altering tech notes and claims to replace parts that haven't been addressed.A dishwasher's intent is to CLEAN, correct? So how can Samsung claim that the issue I'm having is due to me not cleaning? There is NO damage to the dishwasher, the part (bottom door gasket) that's being suggested to be replaced has nothing wrong with it.As I've mentioned in every email and phone call - clearly the issue goes beyond a gasket, sump seal, hook-up, cleaning, etcso I just want Samsung to authorize another technician to come out and re-access the dishwasher, the hook-ups, connections, parts, pieces, you name it thoroughly.Bottom line is Samsung keeps addressing something that's been months in the making (and altered to boot) and not addressing or ever answered how or why this issue has been going on since the first service call, ONE month into owning it? If it were a customer maintenance issue - the service calls would have started MUCH later Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I'm still out $and no clue with what is wrong with my fridge Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his television Our system shows an exchange request; reference Txt# [redacted] was submitted for the unit An ExchReqOrder Allocated e-mail was sent on 9/07/informing Mr [redacted] that the On-site exchange is being processed to be shipped/delivered by [redacted] Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Ms [redacted] claim in regards to her washer Our system shows the agent who handled the claim spoke with Ms [redacted] on 5/30/to discuss the claim Ms [redacted] informed the agent that *** was coming to replace her unit that day (5/30/17) however, she still has damaged clothes The agent advised Ms [redacted] to take pictures, write an itemized list with prices and send an email with reference to ticket number of [redacted] to them for review We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DV50F9A6EVW/A We have advised to the customer that at this time he will need to move forward with the repairsWe explained that if the technician is unable to fix the unit, we will let us know and we will look to see what other options are availableThe customer requested some sort of compensation for taking off of workWe explained that our limited manufacturer’s warranty is for service and does not compensate for time off of work or frustrations 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer regarding their refrigeratorUnfortunately, there will be no additional accommodations due to the customer waiting months to follow upThe customer would be responsible for any repair service cost for the refrigeratorWe 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

Samsung has reviewed Dr [redacted] ’ complaint in regards to his phone Our system shows the agent who handled to complaint spoke with Dr [redacted] on 9/06/to discuss the complaint Dr [redacted] informed the agent that he dropped his device in the water at the beach and it is not charging and the sound is distortedThe agent informed Dr [redacted] that per the manual (pgand pg18), it states that salt water will harm the deviceThe agent offered Dr [redacted] the option to send in the device for an evaluation to see if the salt water damaged itDr [redacted] refused the offer, stating that he does not want to be without his deviceThe agent emailed Dr [redacted] to provide him with their direct contact information in the event he changes his mind and would like to proceed with an evaluation on the device Please have Dr [redacted] contact the agent if he decides to have the device evaluated 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:The response is a canned reply that tries to validate flawed products It does validate the multitude of internet sites describing the Samsung washing machine flaws and the denial by Samsung of problems Regards, [redacted] ***

Samsung has contacted the customer regarding their TelevisionThe customer has been offered a one-time free of charge repair and the customer has accepted 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has attempted to contact the customer regarding their refrigeratorUnfortunately we have not heard back from the customer 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted Mrs [redacted] regarding her concerns with her washer Mrs [redacted] has been advised of the recall optionsConsumers with a recalled washer will be offered two easy choices as part of the recall program• The first option is a free in-home repair that includes reinforcement of the washer's topConsumers who choose the in-home repair will receive a free one-year extension of the manufacturer's warranty, regardless of the age of their washer• The second option is a rebate that can be applied towards the purchase of a new washer from Samsung or other brandConsumers who choose this option will also be reimbursed for any installation and removal fees charged by the retailerThe rebate amount is based on the model and manufacture date of the recalled washerConsumers who choose a Samsung washer will receive an additional loyalty incentive up to $toward their new Samsung washer purchase We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, Mr [redacted] has received his refund and Samsung does not warrant reimbursement for the cost of the extended warranty, or taxesThe customer agreed to the refund amount as a final resolution during his discussion with ENR, this said there are no further accommodations availableWe 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 consumers with a resolution to the best of our ability on a case by case review In Mr [redacted] case, the agent who handled the complaint advised him that his option at his time was to send in the unit to be serviced under its warranty however he declined the offer Please have Mr [redacted] contact Samsung customer service for further assistance if changes his mind to send in the device to be serviced Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer to address their concerns regarding their Samsung washerWe have advised to the customer that we understand that there is a service repair scheduled for Monday, April 20, between 1-5pmWe will continue to follow the claim to ensure the repair visit is completeWe also provided the customer our contact information should he have any further questions or concernsWe 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 followed up with the customer regarding their smart phoneOur file research shows the customer has received their check on 12/09/ 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 RefrigeratorThe customer has been set up for an exchange 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

Samsung has reviewed Mr [redacted] claim in regards to his refrigerator Our system shows the agent who handled the claim spoke with Mr [redacted] on 8/01/and advised him that Samsung can only proceed with repair service for the refrigerator The agent also advised Mr [redacted] that unfortunately, Samsung cannot control the retailer or the delivery company’s policies and procedures In addition, the agent advised Mr [redacted] that Samsung cannot automatically offer an exchange or contact the delivery company ourselves; however, we can offer repair service on the unit based on our warranty Unfortunately the agent was not able to advise Mr [redacted] on whom he would need to contact in order to schedule a replacement and reiterated again that Samsung would not able be able to issue a replacement at this time Mr [redacted] requested some kind of compensation to which the agent again offered repair service which he declined Regrettably other than service for the unit, 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

Dear Ms [redacted] : Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear you were experiencing an issue with your Samsung washer and we apologize for not meeting your expectations of the service you received Please be advised that Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review However in your case, a Samsung technician deemed that the unit had no defects and by your admission you no longer have the unit in your possession As previously advised, based on this information Samsung will not be able to grant your request for a refund for a unit that was working within its specifications prior to you disposing of it Samsung’s stance remains the same No accommodations can be provided for this claim Thank you for being a valued Samsung customer and we apologize for the inconvenience you experienced with this case.Sincerely,Samsung Office of the President

Dear Ms./Mrs [redacted] we apologize for your inconvenience however we are unable to locate any previous records with the information that you providedPlease provide model and serial number from your unit and the issue that you are experiencing so that we may better assist 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 FridayThank you

Samsung has contacted Mrs [redacted] regarding her concerns with her television We apologize for any inconvenience this issue may have caused Mrs [redacted] was advised that the e-commerce division will be contacted and the agent will follow up with her We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you