Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe are sorry to hear that the customer had experienced a failure of their Samsung refrigeratorWe understand that the customer want reimbursement for the repair charges for a recent repair need Unfortunately, we will not be able to accommodate the customer’s requestThe refrigerator is out of its one-year limited manufacturer’s warranty and any repairs that are needed once the unit is out of warranty are the customer’s responsibilityWe 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 telecommunication division has attempted to contact [redacted] regarding her concerns with her deviceShe was not available so the agent left a voicemail Please follow up with the agent so that she may look into your concerns 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 and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: The name and phone number provided are those used to place the order and contact customer service I have been issued a refund and will no longer do business with Samsung USA They were unable to resolve my issue to my satisfaction and I do not wish to continue wasting my time attempting to achieve the desired outcome The customer service agents were as helpful as they could be given the policies and procedures they are required to follow The problem with the customer service department is at a higher level than the agents or supervisors Making the customer return a damaged product for a refund and placing a new order is no way for a company to resolve the issue of a damaged product If a product is damaged upon delivery, a new one should be shipped out that day and shipping should be expedited I will accept my refund and take my business elsewhere, but this policy needs to change Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The service company came to the house and said they needed to order a partStill not repaired They called me prior to coming out to see what the issue was so thhat they could order the part that was neededI took a dayoff of work just so they could come out to tell me what they already knew Regards, [redacted]

We appreciate your correspondence and allowing Samsung the opportunity to review your claim We do apologize for any negative encounter when recently contacting Samsung’s Customer Support CenterThe unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employeesWe will forward your feedback along to the appropriate parties for further review and coaching opportunities As for compensation, Samsung would be unable to honor such a requestPlease see Samsung’s limitations to our warranty regarding Time, Goodwill, Reputation and Inconvenience: [redacted] What are the limits on SAMSUNG's liability? THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTYIN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT Again, we do apologize for the negative experience and will address the concerns presented upon review of your previous contact Thank you

Samsung has reviewed Mrs [redacted] claim further in regards to service for her washer Our system shows on 4/05/17, the agent handling her claim received an email from her stating she still has not been contacted by ASC for service The agent immediately reached out to ASC to contact Mrs [redacted] to schedule service for the unit They spoke with someone who stated they would contact Mrs [redacted] right away to schedule the repair The agent then replied to Mrs [redacted] email informing her they closed out the previous service ticket and issued a new ticket; reference Txt# [redacted] for service The agent also advised Mrs [redacted] to contact them if she still needs further assistance We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mr [redacted] complaint in regards to his refund for his washer Our system shows a refund in the amount of $527.40; reference Txt# [redacted] was issued on 9/01/for the unit The agent assigned to the case spoke with Mr [redacted] on 10/23/and informed his that the refund was in the form of direct deposit into his [redacted] Bank account ending in *** The agent advised Mr*** to contact his bank directly for further assistance Regrettably, no additional 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID , and find that this resolution is satisfactory to me

We have reviewed your call history and account notes and there were no product replacement offers or guarantees You did make the request for replacements due to the delay, however, our agents did not confirm this request The information provided was that Samsung cannot provide new replacements based on an accessory being on back orderSamsung's only resolution to this matter would be to provide the required band replacements which has been fulfilledThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] We are very sorry to see how disappointing this process has been for the customer, and that he is still without the Youtube applicationPlease understand the FCC released and has stipulated that According to Closed Captioning of Internet Protocol-Delivered Video Programming, IP closed captioning must be appliedSamsung being the manufacture of the product is required to include this in models and future modelsThe Youtube team in Google does not want to apply IP Closed Caption to Youtube app in XPlus chip set models, so, in order for us to comply appropriately to this new regulation, we removed the application and still left a means in allowing our consumers to link to YoutubeOther TV models in the store may display the application because they are in demonstration mode, not viewing modeWe am sorry that this has left the customer feeling unsatisfied, however, because this is not something we removed for our purposes, there is no additional assistance we can provide in getting the actual application or the television replacedWe 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung WasherWe have advised to the customer that based off of our customer service records we show that this unit only has one completed repairWe explained that Samsung’s limited one-year manufacturer’s warranty provided with the unit is a service warranty and that Samsung will not be able to honor her request for a replacement or refundWe additionally explained that per discussion with service center they have advised that the unit is serviceable therefore we would need to proceed with repairWe offered the customer a one-time part(s) accommodation as a resolution but the customer felts that repair would not be cost effectiveThe customer askes for a discount toward another purchase at which point we then advised that Samsung does not have such a program in place however we will still be happy to assist with covering the partsThe customer requested to think about it and indicated that they will follow up with their decisionWe 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, the cracked screen on his unit is deemed as physical damage In the conversation with the agent, Mr [redacted] admitted that the unit had the crack only after he moved the unit Samsung’s stance remains the same in that Mr [redacted] actions caused the physical damage when he moved the unit from the TV stand to the blanket on the bed as he stated As the agent handling his claim explained, physical damage to the unit is not covered under the warranty No further accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer regarding their washerWe have taken the feedback provided by customer regarding the repair service and will contact our service department handling the customer’s serviceWe 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 Mr [redacted] claim in regards to not receiving his Samsung.com order Our system shows that the Notebook pro (15.6” LED UHD / Core™ i7) was delivered on May, 10, at 11:20am; reference that the FedEx tracking [redacted] to the address on fileThe signature captured on the delivery shows " [redacted] " (incorrect spelling) and Mr [redacted] is stating that this is not his signature An investigation was opened and the conclusion of the investigation has determined that a refund would not be submitted due to a signature being capturedHowever in order to resolve this claim, an E-Commerce agent has requested authorization to submit a refund for the Notebook pro (15.6” LED UHD / Core™ i7); reference order number [redacted] for Mr [redacted] orderWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionBased off of our customer service records, the customer was initially offered a part(s) only accommodation leaving them responsible for any trip/labor feesHowever, upon discussion the customer informed us that they opened up the television to perform a self-repair therefore voiding the accommodation offerOur limited manufacturer’s warranty specifically outlines that repairs must be done by a Samsung authorized repair technician to qualify for warranty repairsWith this being said, we are unable to honor the customer’s request for a free-of-charge repairWe 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 appliances are a rip off They do not last long I have a Samsung dryer that I purchased from [redacted] that stopped drying my clothes after I had it for only months Samsung couldn't find anyone in the [redacted] area to fix it so they had A&E to come out and service it It took two months to try to fix the dryer so they ended up replacing it In the mean time, I had to wash at home and go to the laundry mat to dry clothes for a family of This happened during baseball season which means I had to go to the laundry mat everyday to try uniforms so my children items were clean Samsung did not reimburse me for any added expensesI bought a Samsung microwave and it stopped working I couldn't find my receipt and Lowes couldn't find it in my purchase history since it had been over months I called to get it repaired and was told it was be cheaper to buy a brand new microwave Samsung makes products that look good but do not last a long time I also noticed that most of there parts are made in other country's such as China Samsung need to make better products for consumer and seek contractors in all areas to fix broken appliances so consumers who not be inconvenienced

I received a call from Samsung stating they were going to refund the purchase price of the disjwasher upon receipt of my sales receipt and purchase order I complied with Samsung's request and furnished them with the documents requested I have an email confirmation that the documents were received and read by Bianca M Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We do apologize for any delay in resolution for your UPS claim as we know this can cause some frustration, however, Samsung does not control the UPS claim turnaround time Once we receive resolution from UPS we respond to the consumer accordingly We will forward your feedback to the appropriate parties accordingly in order to review methods of possibly making this process easier for the consumerAt this time UPS has approved the UPS claim, therefore, a replacement has been requestedFor additional concerns regarding your replacement please contact ###-###-#### directly.Thank you

Samsung is currently working with Prizelogic for a resolution for the customerThank you for your patience, we will update the customer once we receive an updateWe 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

Upon further review Ms [redacted] concerns regarding her RefrigeratorAt this time, there will be no accommodationsHowever, If Ms [redacted] would like to get parts; she may do so by ordering them from [redacted] We apologize for any inconvenience and delays the customer 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 claim# [redacted] Thank you