Samsung Electronics America

Timeline Saturday found out that our washer is one that falls under the "explosive" issue Went on line to find out if ours was affected and found out it is a washer being recalled so filled out information on website Input that we wanted a rebate for a new washer but there was no where on the site that showed what it would be IF we got a new washer Had a sinking feeling that and most likely won't be much and we really can't afford another washer so I tried to go back and change it to a repair but it wouldn't let me It told me I could change press here but every time I tried it the same little window popped up telling me it was already registered And so this merry-go-round begins 1st Call - - minutes on hold finally got to a customer service person who told me to go to the web site, I explained I was there and there wasn't anywhere on the site that tells you what the rebate would be So this customer service person input my info on my washer and he says that this washer isn't on the recall listI kept giving him numbers and finally he said Oh yes here it is and I should go to the website I told him I was ON the website and it would not tell me what the rebate was could he please find out for me He kept saying go to the website, I kept telling him the information isn't there FINALLY he said well I will connect you to our REBATE department, I said if I get disconnected could I have a number, he said that he had no number Get transferred and it is giving me options for English for Spanish I kept pressing but it wouldn't go anywhere it just kept saying the recording over and over again I had to hang up 2nd Call - minutes on hold finally a woman answered I told her the whole story she did the same thing he did, claimed that our washer wasn't a recall and then after awhile she finally acknowledged that it is listed for a recall...then once again she told me to go to the website I told here again that the informatioin is NOT ON the website We go back a forth for a few minutes and I finally ask for a supervisor She tells me to go to the website for my information I can't believe I held it together here, I said, "I am calmly asking you to get me to a supervisor" - she relents and transfers me By this time the second call is ticking at over minutes I get to a supervisor explain EVERYTHING that transpired and said I only want to find out WHAT the rebate will be He talks in circles and says he can't but after finding out I have our original receipt finds that he CAN tell me what the rebate is, It is a whopping $to $and that's if we buy a new Samsung washer I am stunned, my washer ON SALE was $at Lowes, yes it is years old, but for heavens sakes this thing could blow up on me! Perhaps I don't expect the $but $100? Well, I tell him I can't afford to go get a new washer so could I change to a repair instead of a rebate He says go on line and change it, and here we go...I tell him I tried that it won't let me He says wait a couple of hours Well at this point he seems to f)eel sorry for me and understands my frustration...(that is saying it mildly) So I am exasperated but I think maybe it will work later THEN He actually called me back and told me he arranged for a service gave me the numbers said someone would contact me in hours Well it was days but who's counting I did have an email this morning with a ticket number and a companies name who will repair, I feel positive YES FINALLY but there is no date or time on the ticket SO I call the repair shop and they tell me THEY ARE NOT doing repairs on the recalls AND I need to call SamsungOMG back to square one I am at work so I have my husband try to call - he is on hold over minutes and has to go to work I get on the phone and while I am working I am listening to their recording over and over again, about to minutes I finally get someone I give Sarah a ticket number - she doesn't have it in the system asks for our model number and serial number and here we go again, your machine is not part of this we go through this again repeating and repeating the numbers Once again I say I have a receipt...don't know why that is making a difference but it seems they change their tune when I tell them that She finally agrees I should have a repair call no charge and I get year more on the warranty She gives me a reference number and a ticket number It is now evening and I go on Samsung site looking for a repair date confirmation, I put information she gave me and nothing So I go to another area put in my phone and email and I get and email with the ORIGINAL ticket number I put that in and now that number is no longer valid and there is NOTHING slated for us for a repair or anything (she completely deleted it), and guess what - I have to try to call back again, and it will be another hour wait and I will have no information and I have a washer that could potentially hurt us and not satisfaction I cannot go on the website because if I do it tells me that that serial number is already registered and so on and so on and so on I don't know what to do anymore Michele in North Aurora, IL

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SM-T210RZWYXAR Based off of our customer service records, we show that we have addressed the customers concerns and have offered the customer an exchange on January 19, 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because:The response from Samsung is and factually incorrectWhen Samsung Rep called me I explained to him about the information I have from media that Samsung will not be coming up with a new One Connect box upgrade for this yearThe rep told that it's wrong info and they are going to have updated boxI asked him to confirm this via an email(I knew he was lying, but was late for a meeting)They haven't given me that confirmation yet.I have a video from Samsung head of Displays confirming there is no hardware upgrade this year [redacted] If you look at the models Samsung has dropped the idea of Evolution kit and One connect boxesAs the customer knows at the time of buying the TV that his/her TV will be obsolete in a year, Samsung has stopped charging heavy premiumThe flagship of is debuting at 4500USD, while 2015(with one connect box) it debuted at USD(That was my original purchase price) I reject this response from Samsung and believe Samsung not just did wrong sales practice while selling the TV, but is also providing info via Revdex.com Regards, [redacted]

Samsung has the absolute worst customer service! I purchased a $Samsung refrigeratorIt was delivered and installed on SundayI realize that it was not getting coldI called Samsung and was told that the refrigerator takes hours to get coldhours later it was still not cold, I called Samsung againThe woman I spoke to had me go through a series of steps which involved pressing buttons simultaneouslyI did this for minutes while on the phone with her and advising her that the machine was not responding to the stepsShe advised me that she could not send out a technician until I kept repeatedly trying to make this machine respondI finally hung up and called back hoping to get someone who is more knowledgeable The third person I spoke to was very friendly and somewhat knowledgeableHe had me go through a different series of steps which again did not workHowever, he gave me a ticket number and assured me that if the refrigerator did not get called in three hours, all I had to do was call back and give the ticket number and they would send out a technician Three hours later, the refrigerator was still not cold, so I called again and spoke to a fourth personThis fourth person flat out told me that she was not sending a technicianI contacted Lowe's Who advised me that it would be hours before manager contacted me in order to resolve my issueI called Samsung again and spoke to a fifth personAgain, this person was also reluctant to send out a technicianAt this point I was almost in tearsI explained that this was not a luxury like a nonfunctioning dishwasher, this is an absolute necessityI live in Florida where it is very hot, I have three small children at home and no refrigerator for what is now three days It should be noted that every single Samsung representative I spoke to cited "we don't want to send out a technician because it may cost you and we're trying to save you money" that line was repeated verbatim by every single representative almost as if it was scripted I finally convinced the woman to send out a technicianShe advised me that it would be a week before the technician would come outIn summation, I bought a brand-new $refrigerator that arrived non-functioning and Samsung made no effort to resolve the issue I do not recommend Samsung products

Complaint: [redacted] I am rejecting this response because:I have NEVER accepted the repairThis is an absolute lie .from the moment I was told that my machine was part of the recall I have rejected the repair and had opted for the rebate however I have not replaced my machine as of yetI believe that samsung should offer a full refund for the faulty washer that they sold to meNot only did they sell a defective product but now they are providing the Revdex.com a ERRONEOUS RESPONSE I have the email and rebate form from Samsung ! SHAME ON THEM! I have attached a copy of my rebate form Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am still waiting on a technician to contact me to set up an appointmentIf the technician is able to fix the washing machine then this will be resolvedIf he is unable to then it will not be resolved Regards, [redacted]

Samsung has reviewed Mrs [redacted] complaint in regards to her television Our system shows a buyback refund in the amount of $745.11; reference Txt# [redacted] was submitted for the unit The refund was approved on 10/05/and a Refund/Compensation payment method website link e-mail requesting Mrs [redacted] preferred payment method was sent to her email on file Mrs [redacted] will receive a Response Required for Refund Process e-mail with the acceptance document attached, along with instructions that are required to proceed with the refund Please have Mrs [redacted] send in the acceptance documents once she receives it at her earliest convenience in order for the Refunds Deptto process the refund in a timely manner Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Hello, Samsung understands the concern, and need for repair of your productYou are welcome to have the phone shipped to Samsung for evaluation at no charge, however, if the phone is found to have physical damage you would be contacted to paymentIf contact is made a decision can be made at that time to proceed with payment, or have the unit returned unrepaired.As you may have been informed physical damage is not covered under the Samsung Standard Limited Warranty as we cannot speculate how damage occurredAdditionally, if you have insurance through your 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, please contact your Service Provider.To proceed with evaluation please contact Samsung Support at [redacted] to arrange a Service Ticket

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer an exchangeThe customer accepted our offer and explained that our exchange department will contact him within a few days with further instructions 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

Samsung has reviewed Mrs [redacted] complaint in regards to a refund for her television Our system shows a refund check in the amount of $2,670.84; reference Txt# [redacted] was issued on 9/12/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

Samsung has reviewed Mrs [redacted] claim in regards to being charged for the HBO app Our system shows the agent handling her claim sent her an email on 4/04/updating her that Samsung is still investigating the issue The agent also advised Mrs [redacted] to contact them if she was charged for the month of March Samsung is diligently working to rectify this issue We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Thank you for allowing Samsung the opportunity to review your claim.Under the Samsung Standard Limited Warranty it is clearly stated the original product must be returned to Samsung in order to receive warranty service.Our records indicate in September this information was explained during a request to exchange a Note chargerAs a one-time courtesy an advanced accessory exchange was authorized, Service Ticket # [redacted] .We regret to inform you Samsung cannot extend an additional courtesy of advanced exchange due to the fact one courtesy has been provided and policy guidelines have directly been providedTo complete exchange the original charger must be shipped, and once returned replacement will be issued.Thank you

Samsung has reviewed Mrs [redacted] claim in regards to her washer Our system shows the agent who handled the claim spoke with Mrs [redacted] on 5/02/and regrettably informed her that without being able to validate the model/serial of the original unit and with no history of the unit in our database, Samsung will not be able to reimburse her for the purchase of the new washer We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has attempted to contact the customer regarding their TelevisionUnfortunately, the customer has not been available; a Samsung Representative has left the customer voicemail and E-Mail (@ [redacted] & [redacted] )Please have the customer contact us at [redacted] 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimPer the guidelines of the NoteExchange Program exchange and loaner usage were to be provided by the original place of purchase Samsung has no record under the account information provided of authorizing a loaner devicePlease note that you were advised in reply to your email sent 9/15/that only selected carrier and retail outlets will provide customers, who prefer a replacement Note7, with a Samsung J Series loaner phone to use until new Note7s are availableContact would need to be made to the support team of [redacted] at ###-###-#### or at [redacted] -recall with inquiries concerning loaner phone usage or replacement optionsSamsung would be unable to provide compensation as requestedThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN55F6400AFXZABased off of our customer service records, Samsung authorized a one-time part(s) accommodation leaving the customer responsible for labor costsSamsung contacted customer regarding their Revdex.com complaint and offered him reimbursement for the labor costsWe 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

Samsung has contacted the customer regarding their RangeThe customer was approved and the customer has accepted for a refund under transaction # [redacted] face="Calibri"> 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] 3.Thank you

Upon further review of Mrs [redacted] concerns with her washing machine several attempts have been made to contact the customer and we have received no response According to repair ticket number [redacted] the repair has been completed If Mrs [redacted] is still in need of repair please reach out to the agent that contacted youWe 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: I was contacted by Nashea in the office of the presidentIn the email it specifically says that I would receive a new code in to daysHere it is May 5th and I still have no resolutionThe service that I have received is terrible and the business just doesnt careI want more than just the bew promo codeI want something else for the aggrevation and I believe I deserve itWhen will the customer ever winA bad review with tbe Revdex.com wont change there business practiceI refuse go accept there response and I want further action Regards, [redacted] ***

Upon further review of the customer’s file, an investigation was initated for this order on 12/22/We have not received any updates regarding the customer’s investigationWe sent a reply asking for an update of the claimWe have informed the customer that the investigation has not been concluded and that we will follow up with the customer via emailWe 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 Thank you