Samsung Electronics America

Upon further review of Mr [redacted] complaint, our system shows he was sent a rejection email on 6/28/however he did not contact the Promotions team until 8/17/and they responded to the email on 8/24/in regards to the promotion Unfortunately the [redacted] sales associate who assisted Mr*** did not give him the proper information that [redacted] was not a qualifying retailer (for this promotion) and that they had their own rebate program As previously advised, Mr*** will need to contact [redacted] Support directly for further assistance on his promotionThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Dear Valued Customer, We apologize for the delay and appreciate your patienceWe have forwarded your request to the proper department for further consideration Best Regards, SEA Office of the President

Complaint: [redacted] I am rejecting this response because:there are two separate problemsPlease call me Regards, [redacted] ***

Samsung has reviewed Ms [redacted] complaint in regards to a refund for her dryer Our system shows a refund check in the amount of $624.02; reference Txt# [redacted] was issued on 10/17/for the unit Please allow 7-business days after the check has been mailed to receive it 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: I refuse to pay out of MY pocket for another delivery and/or pay out of my pocket to dispose of THEIR defective product Completely refuse to spend more money when it is THEIR RESPONSIBILITY to provide their customers with good working products Replace my washer with another one of the same model, have it delivered and take the other one away PERIOD Regards, [redacted]

Upon further research of the customer’s file, the rebate was processed on 1/17/and the check mailed on 2/1/17.The customer should have received the check as the Revdex.com rebuttal was placed 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 to address their concerns regarding their Samsung EVO SSD We have reached out to the customer and let him know that a fix is to come real soon as some reviewer sites have already tested the fix that we are set to releaseYou can view this at; http://www.pcper.com/reviews/Storage/Samsung-Magician-46-and-840-EVO-EXT0DB6Q-Fi...⇄ customer has agreed to wait for the fixWe 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 claim.Under the coverage section of the Samsung Standard Limited Warranty it is stated that the original product must be returned to Samsung prior to the shipment of an accessory replacementSamsung must be allowed the opportunity to review the original product before we can warrant an exchange.Samsung can request to expedite the process, however, we will require the receipt of the original product before we can honor exchange Please return your product using the UPS E-label emailed to you on 10/27/in order to proceed with this requestService Ticket #: [redacted]

Complaint: [redacted] I am rejecting this response because: I have #contacted my phone carrier multiple times and they are not willing to replace it due to the fact it's still under warrantySamsung is stating that I should use my insurance? I refuse to pay a deductible that will be $or more for a device I didn't damage in the 1st place it's defective! Lastly Samsung keeps stating that I need to exhaust the repair processI sent it in already for repair & they couldn't fix itAs I previously stated I work from my phoneI can't afford to keep sending my phone to them for 1-weeks at a time losing income each time for them to ATTEMPT to fix a product that they manufactureI want a new phone or the money to purchase a new phone BOTTOM LINE! As I have maybe $left to pay before I've finished paying for my phone in full Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SL-C460FW/XAAWe have addressed Mr [redacted] s concerns and will research the matter and see if we can come to a possible resolution of how to resolve this matterWe have advised to the customer that we would follow up with him in reference to the matter as soon as we canWe will continue to follow this case to ensure complete customer resolutionWe 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 Ms [redacted] complaint in regards to her $Trarebate promotion offer E-Commerce has advised that a refund in the amount of $400.00; reference Refund number [redacted] was issued to reflect the travalue promotion Please allow 3-business days to see the funds reflected on the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

As per Samsung telecommunications division under the coverage section of the Samsung warranty it clearly states the consumer’s product must be returned to Samsung at Samsung's expense for warranty serviceSamsung as a courtesy will evaluate the product and determine the appropriate resolution to this issue Without prior evaluation Samsung is unable to perform any service Additionally, if the consumer has insurance through the service provider, some providers do offer a replacement policy on phones which need servicingIn some cases, they may send out a replacement phone and the defective phone is sent back to them in returnFor more details on a possible exchange/refund, please contact the service provider or original place of purchase For Samsung warranty service contact would need to be made at ###-###-#### in order to arrange a new service ticket Thank you

Samsung telecommunications department has attempted to contact Mr [redacted] regarding his concerns with his device On 11/a voicemail was left advising that in order to set up service advising that we need the model and IMEI number to set up service Subsequent calls were made on 11/& 11/to no avail 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 Tell us why here

Samsung has reviewed Mr [redacted] claim in regards to his rebate check Our system shows the agent handling his claim tried to reach him on 4/05/to discuss the claim The agent emailed Mr [redacted] requesting he reply attaching the rebate form and they would submit the request on his behalf The agent received the documentation on 4/10/and forwarded it to the Rebate Deptfor processing As of 4/21/17, the Rebate Deptsystem shows a rebate check in the amount of $599.00; reference Txt # [redacted] was issued on 4/18/for the unit Please allow 5-business days after the check has been mailed to receive it We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

I have contacted Samsung two times nowTransaction # [redacted] The end of February I spoke with Kaitlin; ref# [redacted] She replied they called to confirm the disposal of my refrigerator and have been waiting for a Mr [redacted] to call back from the disposal company Also on March I spoke with ***, executive customer serviceShe called [redacted] to get conformation that they picked up my refrigerator [redacted] told her she had to contact the company they out source to do the pick upWhen she did, they told her [redacted] had that information, not themShe called [redacted] again and was told they don't have that informationIt appears she is seeking paper work that can not be provided I told her I have a $refrigerator pick up charge on my receipt I can send her if it will helpShe replied yes, however the email she provided is not valid.This is still not resolvedI have not received my promised refund nor have they resolved my paper work to process my refund

Complaint: [redacted] I am rejecting this response because: It was more than just a delay in processingI called almost daily for a month, I was told my case was escalated when it never wasThe office of the President told me that the only reason it took so long is because the department that had my phone decided to not bother shipping it until she "lit some fires." I don't accept this response, someone needs to take responsibility and accountability It took approximately 20-hours of my own time to get to a resolution when it only took a week for prior phone repairs from me shipping it to them and receiving it backThe replacement should have never taken a month, I was lied to every step of the way and there was a complete lack of competence with the executive customer relations department Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have advised to the customer that based off of his file records his unit’s one-year limited manufacturer’s warranty expired approximately in 03/From the customer’s complaint we understand that he is requesting reimbursement for an out of warranty repair chargeUnfortunately, we will not be able to accommodate the customer’s requests as once a unit is out of warranty any repairs that are need 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 has contacted the customer regarding their concerns with their CD Writer The customer has been asked for a bill of sale, and we offered a full refund for their unit and the process has already started 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] Also you could reach us at [redacted] Thank you

Samsung tries to accommodate their consumers fairly on the rebate process and Mr [redacted] is no exception However, Mr [redacted] was previously advised that there are only recall options; FOC (Free of Charge) repair with a one-year extension or the rebate towards the purchase of a replacement unit and are non-negotiable Mr [redacted] has chosen to decline both options at this timeNo further accommodations will be made for this claim other than the aforementioned If Mr [redacted] changes his mind and decides to go with either option, he may contact the agent assigned to his claim; reference case # [redacted] for further assistance We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Please be advised, Samsung is unable to locate any previous contact with Samsung support regarding a mobile product based on the name and email address listed In order for Samsung to provide assistance with your mobile device we would require the handset be shipped to the Samsung Repair Center for evaluation if the issue cannot be resolved by simple troubleshooting, or the service provider cannot provide resolutionIf the phone is still within its one year manufacturer’s warranty period, and repairs fall within the warranty guidelines; repair service will be renderedAs the manufacturer our obligation is to repair the unit, but we must be able to determine root cause for the issueIf you would like to send in the handset for evaluation please contact Samsung Customer Support at ###-###-####If you are in need of a device during repair we would advise contacting your local service provider for possible loaner availabilityUnfortunately, Samsung does not provide loaner units or immediate replacementUnfortunately, there would be no other resolution, or offers Samsung is able to provide without prior evaluation of the handset