Samsung Electronics America

Complaint: [redacted] I chose the "reject" option, to ensure my final questions were read and answered, as well as having the response on record with Revdex.comI apologize for any confusion regarding thisThe television was repaired on 11/1/17, and appears to be in working orderDoes Samsung have a guarantee/warranty on the replacement parts and workmanship on my repair?The technician presented the bill, and said they would discount the sales tax for meWhen I told him I would write a check, he said he would then have to add in the sales tax; the tax discount was for cash onlyI was able to get cash on short notice, and I was provided a receipt for the repairI wanted Samsung to be aware of how the service center is accounting their fees Regards, [redacted]

Samsung has reviewed Ms [redacted] claim in regards to a refund Our system shows that our financial team was not able to process a refund as requested because there are no funds to be reversed for the Samsung.com order When the order was submitted, an authorized hold was placed on Ms [redacted] account however the funds were never taken out Once Ms [redacted] cancelled the order, the authorize hold is dropped on our side Please have Ms [redacted] contact her financial institution and have them release the hold on their endWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has received customer's inquiry, customer's information has been forwarded to the proper department handling claim Customer will be contacted for assistance and resolutionBest Regards, Samsung Electronics America

Samsung has contacted the customer regarding their concerns with the camera Mr [redacted] has been offered and has accepted a refund and is aware once all paperwork is received his buy back will be processed 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 case# [redacted] Thank you

Samsung has contacted Mr [redacted] regarding his concerns with his television (model# [redacted] ) A pro-rated refund was offered to the Mr [redacted] in which he acceptedThe refund has been processed under transaction # [redacted] We apologize for any inconvenience and delays the customer 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 MrM [redacted] concerns and as per Samsung E-commerce a refund of $has been submitted for his orderThey have not seen the damage, however they have offered to take the product back and send a new product at the same promotional price MrM [redacted] has refused all offers and the coupon for future purchases We apologize again for the inconvenience We apologize for any inconvenience and delays the customer 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 has contacted the customer regarding their washerThe customer has been informed the washer value is based on the manufacture date and modelThe customer has been explained the voluntary recall options 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] Samsung has advised to the customer that based on our customer service records she was advised on several occasions of the refund processWe advised to the customer that we are unable to provide the refund unless she provides proof of disposal or the decal of the unitWe requested for the customer to obtain a letter from the landfill regarding the disposalUnfortunately, we are unable to honor the customer’s request of a refund at this timeWe 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 and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his phone Our system shows the agent assigned to the claim spoke with Mr [redacted] on 2/27/to discuss the case The agent advised that the device was deemed BER (beyond economical repair) based on service request; reference Txt# [redacted] due to abuse/physical damage Our system also shows that a credit hold in the amount of $134.74; reference Confirmation # [redacted] was voided 2/08/for the repair cost Mr*** later emailed the agent requesting the repair cost to be refunded back to his credit card The agent explained to Mr*** that the “charge” on his card was just a hold until after the repair was completed Once the device was deemed BER, the hold charge was voided in the system because the device could not be repaired At this time, Mr*** is refusing to provide the agent with supporting documentation to prove otherwise If Mr [redacted] can prove that his credit card was in fact charged for this repair, please have him email the documentation to the agent for further assistance 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: For the supplier it’s the product’s reliabilityAs a buyer there should be a relationship between the warranty period and the stated reliability of the product from defect in material workmanshipIf the supplier Samsung ia confident in the reliability of the product What's covered by warranty? Does it include parts only, when the real cost of correcting the problem like a Defect in material workmanship As a supplier like Samsung for a defective product an inspection or test should be perform for the supplier rule out that the problem tha defect was not from thier workmanship Instead of Samsung Having a good warranty against defects is high quality and reliabilityMore important defective products cause customer satisfaction issue Which in buying any of Samsung product would always be the issue that They just don't care and if their a problem like ours they won't responsible in take care of the customer When a customer buys a product and it fails, they care that it was the supplier’s product that failedAll they know is that they purchased the product from a supplier that won't back them up I've done all the research I need to do I see the other supplier like LG backs there product and defect like screen cracking on it's own, not only LG, Apple's prodcut protect against cracking of there screen even if it was accidental, What Samsung need to do for us is to backup there warranty as stated in from them in theirLIMITED WARRANTY TO ORIGINAL PURCHASERThis SAMSUNG brand product, as supplied and distributed by SAMSUNG ELECTRONICS AMERICA, INC(SAMSUNG) and delivered new, in the original carton to the original consumer purchaser, is warranted by SAMSUNG against manufacturing defects in materials and workmanship for a limited warranty period.en (10) years: MagnetronThis limited warranty begins on the original date of purchase, and is valid only on products purchased and used in the United StatesTo receive warranty service, the purchaser must contact SAMSUNG for problem determination and service proceduresWarranty service can only be performed by a SAMSUNG authorized service centerThe original dated bill of sale must be presented upon request as proof of purchase to SAMSUNG or SAMSUNG’s authorized service centerTransportation of the product to and from the service center is the responsibility of the purchaser.SAMSUNG will repair or replace this product, at our option and at no charge as stipulated herein, with new or reconditioned parts or products if found to be defective during the limited warranty period specified aboveAll replaced parts and products become the property of SAMSUNG and must be returned to SAMSUNGReplacement parts and products assume the remaining original warranty, or ninety (90) days, whichever is longer.This limited warranty covers manufacturing defects in materials and workmanship encountered in normal, noncommercial use of this product and shall not apply to the following, including, but not limited to: damage which occurs in shipment; delivery and installation; applications and uses for which this product was not intended; altered product or serial numbers; cosmetic damage or exterior finish; accidents, abuse, neglect, fire, water, lightning or other acts of nature; use of products, equipment, systems, utilities, services, parts, supplies, accessories, applications, installations, repairs, external wiring or connectors not supplied or authorized by SAMSUNG which damage this product or result in service problems; incorrect electrical line voltage, fluctuations and surges; customer adjustments and failure to follow operating instructions, cleaning, maintenance and environmental instructions that are covered and prescribed in the instruction book; product removal and reinstallation; problems caused by pest infestations, and overheating or overcooking by user; glass tray or turntable; reduced magnetron power output related to agingSAMSUNG does not warrant uninterrupted or error-free operation of the product Regards, [redacted] ***

Samsung has contacted the customer regarding their Blu-Ray playerWe have updated the customer’s address and sent the him the UPS labelWe 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

As per Ecommerce, customer can not be given a refund, although due to the terms of conditions which forbids outside of the day return policyCustomer was contacted by Ecommerce about this issueHowever, we will be making an excpetion and provide return shipping labels to the customerThe customer has been informed again, that return label will be emailed to her and upon arrival of the product, she will be receiving her refund for the productWe 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

Our files indicate that the customer’s complaint regarding Model # DV409AEW/XAA has been reviewed an additional time per customer’s second rebuttal requestBased on our customer service records, we accidently had a typo within our rebuttal responseWe are aware that the customer has a dryer and we do have his full model and serial number on fileAdditionally, we internally contacted Lowes to see if we can expedite their process of providing the customer with his service recordsAs indicated before, once we received this information from Lowes we will re-open his case and can then look into accommodationsWe 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 and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] claim in regards to his chargers Our system shows the agent handling the claim submitted an exchange request; reference Txt # [redacted] on 6/19/to exchange the defective product A UPS E-label; reference tracking # [redacted] was sent to ship the product in to be exchanged Mr*** was advised that once the original product is received, the replacement product will be shipped to himWe 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 # SL-C460FW/XAAWe addressed Mrs***’s concerns and he has accepted our proposed compensationWe 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 reviewed Mr [redacted] claim in regards to not receiving the gift card Our system shows that a gift card in the amount of $was shipped on 2/10/ As previously stated, we do not have any tracking information to see where it is located We are investigating on our end to try and figure out what could have possibly happened and we will follow up with Mr [redacted] once the investigation is completedWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Details regarding the accessory exchange process (shipping location, turnaround timeetc.) are provided when contacting support at [redacted] to create a new service exchange ticketA live agent will assist with processing the service request and answering any additional questions related to service.Thank you

I just want to take the time to thank you in assisting me this far with my issue with Samsung However, when I read the info detailed in my file, I do not feel as though the information was conveyed thoroughly stating that minimal repairs had been done and the unit is not deemed unrepairable I simply wanted Samsung to understand that every part on the washer had been replaced (except the tub) and it still will not work properly I was only asking for them to continue to assist me with covering the cost of repair consult/parts/labor since we were this far into the issue I kept getting told I was out of warranty I was not fully out of warranty on the parts that were determined by a technician to replace when this started Over the months, of course it’s going to start showing part are no longer under warranty I also offered Samsung to pay for the washer to be returned to them for either in-house repair or keep it to research why the parts they claim are new and have been put on my a certified tech weren’t working properly They didn’t care I also was not asking for a replacement in my file on-line with you, I was asking for a refund In the end, it appears as the team at Samsung claims they can’t see enough repair was done to it but I sure have tickets that show the parts that were put on and the [redacted] service center in [redacted] should too Disappointing end to an expensive washer, months of battling customer service on a yr old machine that sits and is not useable

Upon further review of the customer’s file, according to this customer’s tracking number [redacted] , her VR was delivered on July 9thIf the customer would want the promotional gift reshipped, we would need an affidavit and police report stating that the consumer never received the prizes, even though they were delivered to the addressWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Service has been authorized for your Gear S Neo.New Service Ticket #: [redacted] Use the UPS E-label emailed for return of product.Thank you