Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: The $gift card issue IS resolvedThank you.HOWEVER, there is still the issue of the Samsung Premium Care that I ordered initially and that was cancelled by Samsung on Aug I have spoken with at least people regarding this and no one can give me a definitive answerI would appreciate a call from someone who can tell me what is going on and what to doThe order number is: [redacted] I can be reached at ###-###-#### Regards, [redacted]

I am rejecting this response because: The issue has not been resolved I will continue to reject until the app is fixed or a new app that is similar replaces the faulty one

Samsung has attempted to contact the customer regarding their smart phoneUnfortunately the customer has been unavailable and we have not received a response backWe 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 further review of the customer’s concerns, As per Samsung E-commerce the customer did not purchase the item that was offered on the BOGO and there were no additional promotions on his order other than the $Samsung Pay offer and the instant savings offer on his blu-ray The customer’s order of the Level U headset did go on backorder that is why it did not ship immediately 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 Thank you

Samsung has reviewed Ms [redacted] claim again in regards to her refrigerator Our system shows the agent handling the claim contact Ms*** today 8/09/and offered her a prorated refund for the unit Ms*** has agreed to a prorated refund in the amount of $395.00; reference Txt# [redacted] and the agent submitted the request for approval The agent advised Ms*** that if refund is approved, she will receive further instructions and she must hold onto unit until that time If unit is disposed of prior to approval/instructions the offer is voided 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 regarding their Washing MachineA Samsung representative left a messageUnfortunately we have not heard from the customer; please 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [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 *partly [redacted] satisfactory to me I debated whether to mark this as accepted or declined Both responses to my complaint have shown that Samsung still does not understand the problem The most recent response indicated that 'carriers' have begun to roll out the latest security updates This has absolutely ***nothing [redacted] to do with a carrier This is an unlocked phone that was purchased directly from Samsung The carriers do not push any updates for unlocked phones at all, that is the sole responsibility of Samsung Samsung has released these updates to carriers only in a timely fashion In turn, every carrier has released monthly security updates for this model phone in a timely fashion also However, Samsung has refused to release the same updates to their direct customers that bought unlocked phones Until 03/37/all unlocked handsets where using a month old security update from 12/01/ My complaint has nothing to do with the 'Nougat' upgrade My complaint is that there are critical security updates that are made to the operating system on a monthly basis that Samsung will publish to carriers but not their direct customers.As of 03/27/2017, my phone has been updated to the most recent security patch For that reason, I will accept the solution for now However, I find it completely unacceptable to release these updates on a quarterly basis for one subset of handsets and on a monthly basis for another subset If this continues and my handset continues to fall behind, I will be forced to open a new complaint Regards, [redacted] ***

Our files indicate that the customer’s request regarding his television has been reviewed an additional time per customer rebuttal request As you may or may not be aware all manufactured products have the potential to require repair and/or service, over time, with regular usePlease understand we know it is very disappointing for any manufactured product to fail whether in-or-out warrantyWith this being said and with unit being out of warranty as of 08/we are unable to provide any accommodationsWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted] Thank you

Upon further review of Ms [redacted] complaint, our system shows the accessories were shipped to the previous address on file before it was updated in the systemWe have notified the shipping department of the error and they have advised that the accessories (reference Txt# [redacted] and Txt# [redacted] ) will be reshipped today 9/28/via UPS; reference UPS tracking number [redacted] and tracking number [redacted] to [redacted] ***, MN as directed in Ms*** initial complaint Samsung is sorry to hear about Ms*** loss of her sister and we would like to offer our deepest condolences to her and her family Thank you for being a valued Samsung customer, we sincerely apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer regarding their concerns for their notebookWe do apologize as physical damage voids the warranty and the customer will be responsible for the repair charges 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

I cannot accept this as Samsung's response clearly implies that they sold a half baked product to me and since the issue is not with the physical TV itself they can do nothing but continue to work on the Software issue without an ETA and I as a customer still have to pay the premium price to own a product like Samsung but still get inferior service compared to other brandsIf this is the service/response that Samsung provides for a problem then I would have bought similar product with similar specifications from another vendor who is willing to sell it for half the price than what Samsung is selling.The reason I bought a product from Samsung is because I trusted that Samsung is the leader in Television industry and will only produce products with superior quality but not like the inferior one that they sold to meIt's just not acceptable to say that since it's not the physical TV issue Samsung is off the hookWhen Samsung sold the TV, they advertised as Youtube/Netflix being one of it's smart feature and that motivated me to buy the productNow Samsung says that the issue is with Youtube and it's not their problem and I just need to wait on their mercy to fix it is not acceptable.Being a Samsung customer for so long and looking at their irresponsible feedback, I would never think of buying their product in the future.Good bye Samsung..!

We appreciate your correspondence and allowing Samsung the opportunity to review your claimIn review of your previous repair history, Samsung has one record of repair service rendered via [redacted] in July of At which time the phone received replacement for the charging component, however, a full motherboard replacement was not providedThe only other service ticket for the account confirms a wavisit, [redacted] , however, no service was providedThere are no additional Service Tickets to support repair service provided by Samsung as you mentioned the unit had been evaluated no less than six timesAt this time Samsung must ask the unit be returned for evaluation/repairThis would require the product be shipped to Samsung's Repair Facility in [redacted] as they are the only facility which can provide the repairs requiredSamsung would not be able to honor any request of refund/replacement as Samsung’s obligation as the manufacturer is to provide repair service, and we have not exhausted all repair optionsPlease ship the unit via the UPS E-label emailed to [redacted] and refer to Service Ticket #: [redacted] Thank you

Samsung has contacted the [redacted] regarding the Father’s Day promotionAs per [redacted] , the customer was reissued a new television on 10/14/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

Complaint: [redacted] I am rejecting this response because:they have not been 'unable to contact' me I was driving to work, getting ready to enter a dead zone when I received a call and told the person I was going to lose the connection, but would be home the following day if they could call me back then No call came They have nobody in my area to do the 'repair' and everyone who has had it done says it is not actually a repair, they want you to use the delicate cycle for linens and towels, which is ridiculous We purchased machines that claimed to be able to do heavy loads This is fraud They should be issuing refunds if they are unable to properly repair or replace their junk machines Regards, [redacted] ***

[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 enough for me and there is no point in complaining any further Even though the first certified technician was not able to perform the work, Samsung still recommended him to me (in addition to a second technician) Recommending that I use a technician who has already come out and proven to be unqualified says to me that Samsung does not really care about what happens after I buy their product and walk out of the store I am very disappointed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: This issue is still not resolved I am waiting for a refund from Samsung I have submitted all required paperwork to Samsung, but have not heard anything in two weeks.My number is ###-###-#### If you contact me by phone, please leave a message I am not able to answer my phone most times during the day Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung EVO SSD We have explained to the customer how the new fix is supposed to work and have asked him to wait for the new fix to try it outWe additionally advised that should he be unhappy with the new fix, after using it, we will offer a refundYou can view this new fix at the following link: http://www.pcper.com/reviews/Storage/Samsung-Magician-46-and-840-EVO-EXT0DB6Q-Fi...⇄ 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 Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWhile we do apologize for any delay with regards to repair of your tabletOur records indicate repairs for the device were completed end of business 9/216, and the tablet was shipped via UPS Tracking: [redacted] Delivery status can be tracking online at www.ups.com Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionBased off of our customer service records, we show that an exchange has been set up for the customer on 6/17/The customer accepted the exchange and we explained the total estimated time for the exchange to be compeltedWe 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] Thank you

I am rejecting this response because:What follows is the Email I received followed by my reply which should be self explanatory Yesterday I received telling me I had not replied and giving me the same original message.As you can see I replied immediately after receiving the first message [redacted] Thank you for your reply to my concerns.In going through the TV's menus I had been unable to find where the DLNA devices (PC, Android phne, etc.) could be enabled.When I contacted your support team to find out how to connect to a DLNA server I was told that it was impossible to do so unless my other devices were also made by Samsung.If there is a way, I would like a competent support person to let me know how.I realize that the recomended DLNA software is something I may have to purchase for the PC and/or the android phoneOnly a support person knowledgeable in this area would be able to help me.Please help me.Thank you [redacted] From: [email protected]: [email protected]: Samsung Television / / Abrameto Revdex.comDate: Mon, Nov 18:25:+0000MrAbrameto, Thank you for contacting Samsung Electronics, Office of the President, we appreciate the feedback and the opportunity to respond to your concerns Samsung has received your Revdex.com claim regarding your UN50H5203AFXZA television This unit is in compliance with DLNA (Digital Living Network Alliance), however, Samsung cannot guarantee and does not warranty all OEM products comply to the same Respectfully, Samsung does not warranty compatibility with any other manufactures productsWe apologize for any inconveniences caused in this matter but Samsung will not be honoring your request for compensation/reimbursement of any accessory equipmentThank you Tracy | Office of the PresidentCorporate: Challenger Road, 5th Floor l Ridgefield Park, NJ 07660(:888-480-(Press during greeting then ext10699) |6:973-529-|*[email protected] [redacted] Regards, Silvio Abrameto