Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung WasherWe have received and reviewed the estimate and photos of the damagesWe have since submitted the customer for compensation of damages and they should receive their compensation check in a few daysWe 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:Upon calling the number for the note refunds the representative was notified the product was purchased through a 3rd party( [redacted] .) The representative did not mention at the time that the product was a VIP productIf it was presented in such a format where I would willingly return a product which I paid for, with no compensation it is obvious no sane person would proceed to conduct a transaction in that mannerWe are now rolling close to monthsAt this point I appreciate the apology but I would like to resolve my case as soon as possibleYour representative quoted me a price of close to for the phone which at no time did she mention it would take months to complete nor did she mention I would need to provide further proof of purchaseThe incompetence of your representatives/ training and methods of business have discouraged mePlease return the device in question or refund me the money that was quotedI do not want to drag this on another monthsThank you [redacted] Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The television misfired and the smell of burning wires filled the roomIt was fortunate that the TV did not igniteSamsung's response and refusal to accommodate is negligent Regards, [redacted] *

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May The price of the [redacted] television was incorrectly displayed at $100, when the correct price was $ We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $price We would, however, like to give you a $eCertificate good toward your next purchase on Samsung.com Payment was not taken from the customer as we do not charge the customer until the product actually ships An authorization for the amount of the order was submitted, but has been reversed Samsung notified the customers that purchased this product as quickly as possible Orders placed on 5/15, were immediately cancelled and notification sent to customers upon cancellation Customers that tried to purchase this product have all been sent an email regarding the error which included a $eGift certificate as compensation This customer received code: [redacted] As per our online terms of sale, Samsung reserves the right to modify or cancel promotions at any time without noticeWhen you submitted the order on Samsung.com you agreed to our Terms of Sale which states In the terms of sale section it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total priceYou are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your orderIf the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred" We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand Again, we sincerely apologize for the incorrect information posted on our website

We appreciate your correspondence and allowing Samsung the opportunity to review your claimIn order for Samsung to provide assistance as per warranty we will require the handsets be shipped to the Samsung Repair Center for evaluation if the issue cannot be resolved by simple troubleshooting, or the service provider cannot provide resolution If the phones are still within their one year manufacturer’s warranty period, and repairs fall within the warranty guidelines; repair service will be rendered As the manufacturer our obligation would be to repair the units, but we must be able to determine root cause for the issuesAdditionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicing In some cases, they may send out a replacement phone and the defective phone is sent back to them in return For more details on a possible exchange, please contact your service providerIf you would like to send in your handsets for evaluation please contact Samsung Customer Support at [redacted] If you are in need of a device during repair we would advise contacting your local service provider for possible loaner availability Unfortunately, Samsung would not be able to honor your request of advanced replacementsWe do apologize in advance for any inconvenience this may cause

Samsung has reviewed Mr***’ complaint again in regards to a refund for his Samsung.com order E-Commerce has confirmed that the refund has not been issued because the dispute is still in place on the order Mr*** has to have the dispute lifted in order for E-Commerce to issue the refund In addition, E-Commerce is requiring a confirmation email or letter from Mr***’ financial institute informing that the dispute has been lifted Once this information is received, E-Commerce will be able to process the refund for the order In regards to the $refund (for the tracharge) Mr*** already received, this was a separate charge from the order which is why E-Commerce was able to issue that refund As previously advised, please have Mr [redacted] contact his financial institute to have the dispute lifted (providing the required documentation) in the order for E-Commerce to finally process the refund for the Samsung.com order Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of the customer’s file, the phone is deemed physical damage as we reviewed the pictureWe kindly asked the customer to contact her wireless provider for the IMEI for us to further proceed to evaluate if we can provide no cost repairHowever, if the unit is determined to have physical damage, the one time warranty will be considered to be voidWe 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

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic the device’s IMEI has been deemed invalidWe 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

Complaint: [redacted] I am rejecting this response because: AS stated " Please provide the itemized list so that we may assist you further with your concerns" I already did before this messageI only get responses now when I reject the message from Revdex.comI keep sending messages back and wait a week and hear nothingThis is the same run around I've been going though since FebLast message I got was after I rejected the message then was told they can't give me what was in my itemized listChanged story from email message on Apr Really wondering if Samsung care about it's customers or just the money Regards, [redacted]

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer will be sent a return labelOnce the defective television has been shipped, Prizelogic will send the customer the replacement televisionWe 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

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, PS That's what they always said, that there was a disputeYes, I did dispute but Samsung requested a reversal on DecI have the copy of letter from Samsung and so the dispute was removed by CitibankAccording to Samsung customer, the dispute is still in their system but according to Citicard, only Samsung can remove the dispute in their system by their finance department because the payment was forwarded to their finance departmentI called up Samsung about it but they would not accept thatTheir E commerce department were nasty already coz I keep on callimgI cannot remember how many times I called, maybe more than already but getting the same answer

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUnder the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service If the unit was returned and is still not functional a secondary evaluation is required Contact must be made to Samsung Customer Support at [redacted] to arrange a new service ticket Please note, as per warranty Samsung is not liable for the inability to use a product For monthly service charge reimbursement requests we must refer you to your local Service ProviderSamsung is not able to reimburse service fees not applied by Samsung directlyWe do apologize for any inconvenience this may causeThank you

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer registered on 3/and was originally rejected due to the blurry image uploadedThe customer has been in contact with the customer support representativesThe representatives confirmed with the customer the rejection and because of the blurry image sentThe customer was asked to provide a clear image for the resubmissionThe resubmission has been approved and the customer has been informedWe 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 FridayThank you

Our files indicate that the customer’s complaint regarding Model # UN46EH5300FXZA has been reviewed an additional time per customer’s rebuttal requestWhile diagnosing the issue with the customer we confirmed that the issue that the customer is experiencing is with the app itselfOur headquarters’ team in Korea is trying to determine what the issue is as they cannot duplicate itWe have also tried the app in our office and the app on our end is working fineWe are continuously trying to find a solution for the customer and will folland get back to the customer as soon as we hear back from headquartersWe once again request for the customer to allow us a few extra days to resolve her complaintWe 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 reviewed Ms [redacted] claim in regards to her rebate Our system shows the agent assigned to the claim was unable to reach Ms [redacted] by phone and contacted her via email On 9/13/17, the agent replied to Ms [redacted] email informing her that the rebate in the amount of $594.00; reference Txt# [redacted] she received was correct amount for the unit The agent explained to Ms [redacted] that the rebate of $is the amount paid for purchase the new unit plus the $haul away fee for the recalled unit The agent further explained to Ms [redacted] that per Samsung’s rebate policy, she cannot receive more than what she paid out of pocket for the new unit 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

Samsung has contacted Mrs [redacted] regarding her concerns with her washing machine The agent advised the customer that unfortunately we are unable to reimburse the service fees as the repairs were not completed by an authorized service center As per the agent the customer is not happy but does understand 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 claim # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: I am not accepting a response from Samsung until I get a refund This has gone on for several months They sold me faulting equipment and then couldn't warranty the equipment They have cost me extra money and a lot of wasted time I don't know why they would expect me to accept a response until the issue is resolved Samsung only became responsive-ish once the Revdex.com got involved, i'm certainly not closing the issue until it is resolved Regards, [redacted]

Upon further review of Mrs [redacted] claim, it was determined that the unit is OOW (Out of Warrantee), she moved the unit from the basement to the 1st floor in her home and did not re-install the shipping bolts in the tub to ensure no movement/damage of the unit Samsung offered Mrs [redacted] a FOC (Free of Charge) repair which she declined We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] claim in regards to the recall rebate for his washer The agent handling his claim emailed him a letter of disposal for the unit on 2/24/ Mr [redacted] needs to reply to the agents email providing proof of purchase and the rebate form completed in order to move forward with the rebate option As of 3/07/2017, Mr [redacted] has yet to respond to the agents email with the required information Please have Mr [redacted] email the agent at [redacted] with the documentation needed to proceed with the claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Samsung is unable to locate a Service Ticket for the exchange based on the contact information providedPlease provide the Service Ticket Number (413.......) in order for us to review this matter further.Thank you