Samsung Electronics America

Dear Mr***:Samsung apologizes for the miscommunication provided in the previous response dated 7/05/in regards to your complaint for additional compensation The system showed an update to the exchange Txt# [redacted] on 6/27/which upon further review was the date Mrs*** returned the agent’s call in regards to her request for additional compensation of $for the increase in cost for the exchanged range installation kit Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review However, in regards to your request for compensation in the amount of $for the difference of the exchanged unit, Samsung’s stance remains the same Regrettably as previously advised, no further accommodations can be made for this claim.Please accept our sincere apology for any inconveniences and delays you may have experienced with this case.Sincerely,Samsung Office of the President

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUnder the U.SNote Exchange Program guidelines the consumer must contact the original place of purchase for product exchange Consumers who wish to receive a new Note replacement must wait for product availability before a new device can be issuedPlease visit [redacted] or contact your carrier directly for program detailsThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty serviceSamsung as a courtesy will evaluate your product and determine the appropriate resolution to the issueUnfortunately, Samsung does not provide immediate replacement of a phoneWe do apologize if this information was provided in error If you have registered for Protection Plus service then replacement may be authorized based on the guidelines of this programIf registered please contact [redacted] for assistance.Additionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicing In some cases, they may send out a replacement phone and the defective phone is sent back to them in return For more details on a possible exchange, please contact your service provider.To continue with evaluation of your product please contact Samsung Customer Support at [redacted] If you are in need of a device during repair we would advise contacting your local service provider for possible loaner availability.Thank you

Upon further review of the customer’s file, the refund check was issued to the customer on 2/4/An email was sent to the customer regarding the issued refund check on 2/2/We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their TelevisionA Samsung Representative has explained to the customer that there are disclaimers that explain features are subject to change without prior notificationsWe 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]

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorWe have offered the customer a prorated buy-back (refund)The customer has accepted the accommodation offerWe advised to hold on to unit and wait for acceptance document upon refund approval for further instructionsWe 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

Upon receipt of the customer’s Revdex.com rebuttal, we reviewed the customer’s request an additional timeWe have set up another service repair visit for the customer to review the issueThe customer indicated that they were going out of the country and asked if she can set up the repair upon her returnWe advised that she will be able to do so and just to contact us back when she returnsWe 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

Upon further review of Mr [redacted] ’ claim, our system shows a refund request in the amount of $5,was submitted for the unit On 8/10/17, a Refund/Compensation payment method website link e-mail was sent to [redacted] ’ email on file requesting his preferred payment methodIn regards to Mr [redacted] ’ request to keep the claim open until he receives the refund check delivered in his hand Unfortunately, Samsung has a limited timeframe in which to respond to Revdex.com complaints and does not have the option to keep a claim open past the time allowed to respond 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 concerns with their MicrowaveA Samsung representative has contacted the customer through E-Mail to offer FOC Repair We are waiting for the customer’s response; 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

Upon further review of the customer’s file, the customer has been sent instructions regarding the refund to their email address on 1/25/The refund was issued to the customer on 1/28/We apologize for any inconveniences and delays the customer may have experienced with this case For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has reviewed Mrs [redacted] claim in regards to the replacement phone Our system shows the device was shipped via UPS (tracking # [redacted] ) and was delivered on Wed4/19/at 1:41pm to the address on fileWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has made attempts to contact the customer via email; unfortunately the customer has not been availablePlease have the customer contact us at href="mailto:[email protected]"> [redacted] with the purchase receipt 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

Our files indicate that the customer’s request regarding their Samsung washer has been reviewed an additional time per customer rebuttal requestWe have received an estimate from the customer but it was from years agoWe have asked for the customer to send in a current one so we can proceed accordinglyWe 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 Mrs [redacted] claim in regards to her phoneOur system shows a service request; reference Txt# [redacted] was submitted for Mrs [redacted] to send in the device/charger to the service center A UPS E-label; reference UPS tracking number [redacted] was sent to Mrs [redacted] email on file on 6/23/in order to send in the device and charger The agent who handled the claim spoke with Mrs [redacted] on 6/28/and advised her that the unit needs to be evaluated along with the chargerMrs [redacted] was advised that if it is found that the charger was the cause of the damage, the repair will be FOC (Free of charge) however, if it is found that the charger did not cause the damage then she will be responsible for the repair costMrs [redacted] told the agent she understood and agreed to proceed with service We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Upon further review of Mrs [redacted] claim, our system shows the agent handling the claim made several attempts to contact her to offer a refund for the refrigerator due to a lack of response from the service center The agent left several voice messages requesting Mrs [redacted] to call back to verify the refund amount being offered as well as her address in order to proceed with the claim In regards to Mrs [redacted] request to keep the claim open until there is a final resolution Unfortunately, Samsung has a limited timeframe in which to respond to Revdex.com complaints and does not have the option to keep a claim open past the time allowed to respond Please have Mrs [redacted] return the agent’s call (if she hasn’t already done so) for them to be able to submit the refund request for approval We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer regarding their washerThe customer has been set up for the rebate in the amount of $has been processed informed about this on 3/31/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 compensation difference for Note (IMEI # [redacted] ) return Our system shows a compensation request in the amount of $104.00; reference Txt # [redacted] was submitted for the device We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

I purchased a refrigerator months ago that was faulty since the 2nd weekI ended up finding out that this specific model has a defect with keeping ice at the right temperature and therefore leaks waterAfter technician visits (months) I was told the refrigerator would need to be replacedIt took weeks and calls for Samsung to finally call me and offer me the EXACT same defective model or my money backNo accommodation for all the grief they gave me, inclusively a VERY rude customer service representativeDo know that when you buy Samsung they really don't value customers, they just want your money

Samsung has contacted the customer regarding their washerThe customer was informed the ASC service repair has attempted to contact herThe customer has acknowledged the call and has left a message for the technicianWe have provided the customer contact information for further assistance if neededWe 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 attempted to contact the customer regarding their Smart phoneUnfortunately, we have not received a response back from the customer to address their concernsPlease have the customer 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you