Samsung Electronics America

Samsung has reviewed Mrs [redacted] ’ claim in regards to her phone Our system shows the agent who handled the claim spoke with Mrs [redacted] on 7/31/and advised him that the device he sent in for repair was determined to have been rooted which automatically voids Samsung’s warranty The agent further advised Mrs [redacted] that due to the device being rooted, Samsung will not be able to proceed with any repair or accommodation at this time 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 unit model # LN46A540P2FXZAPlease understand that the settlement agreement legally ended September 2013, however, Samsung did ourselves extend the repair offer to consumers for an additional year to try and help as much as possibleWe also ensured public announcement was made regarding the settlement notification via USA Today, CBS News, online articles, mail and email to any consumers registered with the affected modelsThis being said, what we can offer is to cover the repair cost for the customer for any capacitor or power supply related parts, but will honoring customer’s request for a full refundPlease understand a refund for the product was not part of the original agreement Customer may contact us at any time to accept offerWe 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

Upon further review of the customer’s file, we have attempted to follow up with Mr [redacted] Unfortunately, the customer was not available and we have not received a response backPlease have the customer contact us at [redacted] so that 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted Mrs [redacted] regarding her concerns about her printer A full refund was submitted(transaction# [redacted] ) for and has since been approved A link was sent to Mrs [redacted] with instructions on how to complete the refund process as well as select how she would like to receive the refund 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

Our records indicate Customer was contacted on, or about 9/29/and stated that he was able to successfully participate in the exchange programCustomer has chosen the option to have the carrier come and pick up the phoneThey are scheduled to pick up the product this Saturday (10/1/2016)Thank you

Complaint: [redacted] I am rejecting this response because:TV still has the same issueVolume issue.Called again and customer relation opened a new ticket for me to have the TECH come out t my house and fix it again.New Ticket #: [redacted] ***- I have to take a day off again for Samsung Tech.- I have to pay someone again to take the TV downThis TV is couple of months oldHave issues after when I purchased it This complaint should be visible to all publicNo one deserves to be ripped off these giants companies.I have called Channel 7, On your sideChannel 4, InvestigationChannel consumer help.Its about the principles Regards, [redacted]

As per Samsung e-commerce division Waiting on a reply from Fulfillment Center regarding the return of the product per AGS tracking the status is "returning to shipper" on 12/15/Once we have established the product has been returned we can proceed with the refund process for customer 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 thru Friday Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, a replacement is being processed for youYou will receive a tracking number for the unit as soon as tracking information is availablePlease do proceed with the return process for the damaged product that you receivedWe will just need the serial number for the damaged unit and pictures of the damageWe will be able to submit a prepaid label for you so that you are not responsible for any shipping chargesWe 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 FridayThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SM-T330NZWAXAR Samsung has advised to the customer customer that Google Platform asks for a contact number to validate customerHowever, he is able to setup Gmail/account from an alternate device (perhaps a computer) at which point Google will prompt customer to provide an alternate email address for validation instead of telephone numberWe 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 # SM-T330NZWAXAR Thank you

Samsung has reviewed Mrs [redacted] claim in regards to her range our system shows the agent who handle the claim submitted a service request; reference Txt# [redacted] for a FOC (Free of Charge) repair on her range An ASC agent has been in contact with Mrs*** to schedule the repair which was completed on 6/25/on the unit 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 washerWe have advised to the customer that Store return authorization (SRA) includes only the amount of what the customer paid for the unit and if the customer chooses a model unit that is more than the store credit the customer will be responsible for the difference in costSamsung has honored the warranty by offering the SRA exchange however she would have to determine model unit that best meets her needs with the mount of the credit givenWe also added that although she purchased unit as a matching set each unit has their own warranty therefor would not be able to accommodate her request at this time 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 [redacted] ***r's claim in regards to their refund Our system shows a full refund pending for amount of 1679.39; reference Txt # [redacted] was submitted on 8/14/for the unit It will take approximately 5-business days for the refund to be processed and a refund check to be issued in the system Please allow for 7-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

Samsung has reviewed Ms [redacted] ’ complaint in regards to her Samsung.com order Our system shows that E-Commerce is actively investigating this matter and will be in contact with Ms [redacted] once the investigation has concluded 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: Spoke with Grace yesterdayToday called Grace and updated her that volume has been gone down againShe is arranging me a replacement for this TV with [redacted] ***I am looking forward to: Replacement of this TVReimbursement on getting TV down and reinstall previouslyWhen Samsung Tech came to my house to repair the TV Which was OK by Samsung to do so Thanks, [redacted] Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Samsung keeps putting in ticket claims saying they are investigating and there is no resolutionIt seems like they will be "investigating" this foreverThey are stringing me along as a consumer and refusing to replace the product I bought in good faithThe case manager put in a request for special accommodation to get the phone replaced and the company rejected itSo now I am stuck in this loop of them putting a requestNothing happensPutting in another requestNothing happensIt is reprehensible to treat customers like thisThey could just replace the phone but instead they are putting me through *** Regards, [redacted]

Upon further review of Mr***s concerns we apologize for the delay and any inconvenience this issue has caused The refund has been submitted and approved under transaction number [redacted] Once the file has been updated with the required paperwork the refund will be submitted for final processing We apologize again 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 claim# [redacted] Thank you

Complaint: [redacted] I am rejecting this response because:The Samsung representative that contacted me regarding my complaint was very rude and unreceptiveI made it very clear that I filed my complaint because of the poor customer service I received throughout the repair process, which has nothing to do with the return or repair policyFurthermore, even though the company that serviced the microwave is not a subsidiary of Samsung, Samsung hired them to act on their behalfTherefore, any action taken by such company is a direct reflection of Samsung and its representativesThe service or rather lack thereof that I received throughout this process has been deplorable to say the leastI will not consider this process complete until I receive reparation for the inconvenience that my wife and I had to tolerate because of Samsung’s ineptitude Regards, [redacted]

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer has been submitted for a refund for the order and we informed the customer that if he wishes to repurchase we will be more than happy to price match for his original order’s priceWe 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 FridayThank you

Samsung has reviewed Mr [redacted] complaint in regards to his Samsung.com order Our system shows the authorized hold issue has been sent to the finance team to be reversed An E-Commerce agent informed Mr [redacted] that part of his order had shipped and this item needed to be refused in order to receive a full refundThe Galaxy S32GB (Unlocked) was a promotional deal Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 meWhile I am happy with the resolution, I'm somewhat concerned with the process that had to occur to fix thisI acknowledge I didn't give Samsung any time to fix it before contacting the Revdex.com, but I was on the last day of the potential return period of the phone, and didn't really want to risk being stuck with it if the watch thing wasn't going to turn out the way I had hoped.My first cell phone was a Samsung, and I've continued to buy Samsung phones and other electronics due to my first phones near indestructibility, but not being able to contact someone in customer service when it was somewhat of a time crunch frustrated me, especially given that I went through [redacted] , then a Samsung rep, then the promotions numbers, then another promotions number, and at the end of that particular day, it still wasn't resolved; a fact which didn't change until todayI realize that in the grand scheme of things it's just a watch, but the timing of all of it, as well as the frustration trying to get ahold of an actual person made this as much about principle as it was about the watch itself.I will continue to purchase and use Samsung products in the future, and thank whomever at Samsung helped me resolve this issue Regards, [redacted]