Samsung Electronics America

Samsung is working with the customer and the insurance carrier to resolve the customer’s claimOnce we receive an update, we will contact the customer with a resolutionWe 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

As per Samsung e-commerce division the order was already processed for shipment when the customer requested cancellation A request was put in to cancel, but the customer was advised that it is a request and we can’t guarantee that it is cancelled The order is being investigated as the return has not come back to us A refund has been submitted for Mr [redacted] and it should show on his account within 3-business days 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

Complaint: [redacted] I am rejecting this response because:This phone is overall costing me $Samsung repaired a defective phone an issue they were aware of when releasing the SedgeThis phone almost caught on fire I did not ever receive a return call from a supervisor to discuss the matter they just fixed and returned a defective phone, never called to inform me of the plan for the phoneI received a text message from them saying they are shipping phone back I emailed the office of the president and never received a responseEven after the phone was returned I never received a call from Samsung I believe I should be credited the balance of the phone that I owe if we will not receive a brand new phone Regards, [redacted]

From: [redacted] Sent: Wednesday, August 17, 10:PMTo: [email protected]: Complaint # [redacted] HI thereI was writing to let you know this complaint has been resolvedThanks,David [redacted]

Complaint: [redacted] I am rejecting this response because: This is another outright lie by Samsung! I spoke with [redacted] directly on the phone when she called me on 8/29/at 1:09pm ET We spoke for minutes and seconds She said my tablet is not under warranty and I will have to cover the expenses if I want it repaired I told her that the tablet has a defective LCD screen but she still refused to honor the year warranty and repair the deviceHere is the entire correspondence I have had with [redacted] : 8/25/3:25pm - LaShauna called me and left a voice message for me to return her call8/26/2:04pm - I called LaShauna back and left a voice message at her extension saying that she can call me back8/26/5:49pm - LaShauna called back and left a voice message to call her back.8/26/5:57pm - LaShauna emailed me and said the problem with my tablet is not covered under warranty and if I want the tablet repaired, I will have to pay for it8/29/1:09pm - LaShauna called me and I answered and we spoke for minutes and seconds Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his microwave Our system shows a compensation request in the amount of $200.00; reference # [redacted] was submitted for the unit An agent called and left a voice message on 5/03/requesting the acceptance document Once Mr [redacted] sends back the acceptance document with all required information, the Refund Deptwill be able to process and issue the refund Please have Mr [redacted] send in the acceptance document at his earliest convenience to proceed with the refundWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Complaint: [redacted] I am rejecting this response because: As I told to Samsung before changing defrost sensors does not help and now my refrigerator stopped freeze at allTwo different local authorized technicians told the same but Samsung decline his requests to open and fix sealed system I have to buy new refrigerator to do not lose food on $at holidays (but I lose food on $300)"Thanks" Samsung for busy holidays Now I paid $for unnecessary fix ($less than expected because Samsung tech ask to replace senors but refrigerator has only 2) + $for new refrigerator because of Samsung negligence Now Samsung scheduled another repair for sealed system but I still want to return my money that I spend to unnecessary sensors change because of Samsung negligence Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: 1) see the attachment 1- No where in the ad or the website (on Nov ) did it metioned the unlocked version was excluded from the $offer Based on what I saw from the website, I went ahead and purchase the phone at that time Had Samsung informed me of the exclusions, I would have made different purchase (version/vendor/phone) *** [redacted] 2016- [redacted] A company has to stand by what they advertise, and not have conditions after the purchase They need to show me that they advertised the disclamer at the time I made the purchase.2) Samsng needs to explain why one of their agants told me I was getting the $ (contacted in Dec 2016.) It should be in my records I never received a conformation email nor my account on Samsung.com was not updated for days No explanation.They keep sending me the exact form letter I need a more personal answer to my questions so I know they read my questions and addressed my concerns Thanks [redacted] D [redacted]

Samsung has contacted the customer regarding his PrinterThe customer has been advised that his case will be forward to the Manager of Samsung Sales Division, which handles issues with Samsung.com purchasesThe customer has been informed the Manager will contact the customerWe 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 reviewed [redacted] ***’ complaint in regards to a refund for the Samsung.com order E-Commerce has advised that they could not access a Samsung.com order associated with a return using the information provided on the Revdex.com complaint An E-Commerce agent emailed [redacted] *** requesting the Samsung.com order number in order to further assist with the case Please have [redacted] reply to the agents’ email at their earliest convenience in order to proceed with the 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: If I send the cellphone to Samsung then I will not have a phone to useI do not have any alternate phones or funds to purchase a new one Regards, [redacted]

Upon receipt of Mr [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe do sincerely apologize for this unfortunate situation but our response will not be modifiedPlease understand Samsung does not process the exchange, the exchange is completed through the retailerWe directly cannot offer an exchange because we do not store home appliancesWe simply provide the store credit for the unit in to which is the amount of what was paid for the unit during the original purchaseWe hope this clarify things for Mr [redacted] , if not we ask that he contact us directly so we can explain furtherWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimBased on review of your previous interactions the product was returned without repair due to the fact the receipt copy submitted to Samsung does not contain the place of purchase name, or IMEI # for the phone which needs servicing Proof of purchase receipts must clearly state the date of purchase, place of purchase and IMEI number to confirm ownership and warranty Samsung cannot warrant replacement or compensation for the device, however, if a proper Proof of Purchase receipt can be product Samsung can authorize repairThank you

Complaint: [redacted] I am rejecting this response because:I have heard from the exchange department but they have told me to call them on 6/to arrange and pick an exchange modelOnce that occurs without any charge and I am satisfied with the exchange I will accept a response but until that has all happened I will not accept response Regards, [redacted]

Samsung has reviewed Ms [redacted] complaint in regards to her refrigerator Our system shows a refund request in the amount of $2,721.33; reference Txt# [redacted] was submitted today 10/27/for the unit The “cut cord” requirement has been waived due to Ms [redacted] still using the unit Ms [redacted] was advised that product is under review and to hold on to the unit until receiving further instructions Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

According to our files, Samsung has contacted the customer regarding the customer’s recent purchaseAccording to our records, the funds were never taken for the original order because the order was suppressed, so the customer has not been charged anything A new order was put in the system on 1/for this customer, but it has not been complete We will be contacting this customer directly to complete the orderWe 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

Complaint: [redacted] I am rejecting this response because: Only after the capacitor replacement did I find out that the capacitor errors are also tied to the main board issues as well This board should have been replaced as well if there were issues with it, especially if it was included in the batch of TV's that were sold that were later determined to be faulty The class action was settled and the main boards were excluded, but for a TV that has been operating for years with the faulty capacitors, the main board can then have issues as a RESULT of this This has nothing to do with the warranty, and everything to do with the TV failing based on known and widespread issues The cost for a new main board excluding labor is $200, this should be refunded back or a main board replacement should be sent If this was a separate issue, then I wouldn't be complainingI understand the warranty But these boards are tied to each other and capacitor problems can lead to main board problems This is the case here If my capacitors were replaced years ago, maybe the main board would have never had issues Regards, **

Samsung has attempted to contact the customer via email and telephone to address their concerns regarding their Samsung Tablet but we were unsuccessfulWe wanted to explain that Samsung’s limited one-year manufacturer’s warranty is for service and service is the only option available at this timeRecords do show that a repair service ticket was set up, the unit was received at the repair center on 6/8/and it was repaired on 6/8/Unit was sent back to the customer on 6/9/and the customer should receive their repaired tablet shortlyWe 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

On Saturday August 22, theinch [redacted] television was deliveredThe delivery set up the television and once they put it on the screen was black with horizontal lines on the screenI called Samsung tech department and spoke with Chris who spoke with one of the deliverymenHe did what Chris told him and the screen did not changeSo, the deliverymen called their boss to let her know the television was damagedI had them take it backMelissa from the delivery company called me Saturday and said she was going to call someone at Samsung to report the television was damagedApparently, you sent me a television that was returned and then repackaged I thought Samsung was a good company but that is not trueAs, I research this others have also complained they too had issues with their Samsung televisionsThis is now the fourth week that I do not have a televisionI have left a message for you on Saturday and again this morningI would appreciate a return call to let me know how you expect to handle thisAgain, if this is not handled quickly and to my satisfaction then I will have to file a formal complaint against Samsung Electronics with the [redacted] CourthouseAs per our conversation, here is the picture of the television that our driver took when he was at your home on SaturdayPlease let me know if you need anything else in the meantimeAs soon as I hear any information back from Samsung, I will be in touch

Our files indicate that the customer’s complaint regarding Model # XE700T1A-A06US has been reviewed an additional time per customer’s rebuttal requestWe have advised to the customer that we will not be honoring their request for an exchange as their unit is out of warranty and there is also no warranty coverage on the operating systemAt this time, it appears to be either a hardware issue or the Windowversion the customer has as our trouble shooting steps should have corrected the issueWe advised to the customer that we may set up an out of warranty service for him but the customer declinedWe 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