Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have set up a repair service ticket for the customer which is scheduled for Thursday October 1, We advised to the customer if the assigned service center is unable to complete the repair we would be able to offer an alternative accommodationWe 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 E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer received a replacement code 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 Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his charger Our system shows an exchange request; reference Txt# [redacted] was submitted to exchange the accessory The agent assigned to the claim spoke with Mr [redacted] on 9/14/and advised him that his ticket was updated so that his new charger can be shipped to him The agent also advised Mr [redacted] that he would receive an email with the UPS tracking number; reference UPS [redacted] for the shipment Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr [redacted] claim in regards to his television Our system shows that based off the BOS (Bill of sale) Mr*** provided to the agent who handled the claim, a prorated refund was offered for the unit The agent spoke with Mrand Mrs*** on 7/21/17, who told the agent that they wanted a full refund for the unit or nothing before disconnecting the call Regrettably, other than the prorated refund offered, no accommodations can be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

The issue is caused by [redacted] and [redacted] Please transfer this information to [redacted] and [redacted]

Samsung has contacted the customer regarding their refrigeratorThe customer has been set up for an SRA exchange under transaction # [redacted] 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

I am rejecting this response because: Unsatisfactory resolution to the filed complaint

Samsung has attempted to contact the customer regarding their televisionUnfortunately, we have not heard back from the customerPlease 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 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

Complaint: [redacted] I am rejecting this response because: I returned Angels call Thursday 4/6/@4:pm and recorded the call which lasted minutes and secondsI have the recording if anyone would like to listen to itThe voicemail that was left for me indicated the call was being recorded, so I called from my office phone so I could also record the call Angels # is ###-###-####, which is Angel's extension, assistant to the presidentA msg came on for me to leave a voicemail and I did, then my system stated that the call was recordedI also called just now ###-###-#### , which is Angels ExtensionNo answer, only voicemail and I left another message with three phone #'s for me and my email address in case he would like to set up a time to chat via emailIf he is going to record the call I would also like to record the callThanks! Regards, [redacted]

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case reviewIn Mrs [redacted] case, she stated she moved the washer from one location to another which is the cause for repairOur system shows that Mrs [redacted] washer was manufactured in and is no longer under warranteeAs previously stated, the only option for the unit at this point would be OOW (Out of Warrantee) services where Mrs [redacted] would be held liable for parts and laborThat being said, if Mrs [redacted] has the unit serviced through an ASC (Authorized Service Center), Samsung would not reimburse her for the service repairNo accommodations will be made for this claim other than setting up OOW service for the unitWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, the customer is refusing serviceMr [redacted] is requesting Samsung to replace his unit without having it servicedWhile we understand the unit did not function new out of the box; the Limited Standard warranty is for serviceIf service cannot continue Samsung is more than happy to look in to alternate options availableWe 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 apologize for your inconvenienceCustomer was reched out by our agent and advised that it is not affected by a recallAlso, in order for us to schedule a service, we need model and serial number as informed to the customerPlease provide model and serial number from your unit and the issue that you are experiencing so that we may better assist to [redacted] regarding the ticket # [redacted] between the hours of 9AM and 6PM EST, Monday through FridayAlso you could reach us at [redacted] We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of Mr [redacted] complaint, our systems show that his Premium Care policy under IMEI [redacted] is currently active until 11/2/for his device Assurant has no records to indicate that Mr [redacted] requested a cancellation Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer regarding their concerns with their microwave The customer has been offered a full refund for her unit and the process has already started(transaction# [redacted] ) 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] Thank you

Upon further review of the customer’s file, the customer has been offered a one-time accommodation of free of charge repairWe 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

Upon further review of Mr [redacted] complaint, our system shows on 9/1/17, a Refund Payment Requested e-mail to his email on file informing him that the refund is being processed for payment A Refund Payment Processing e-mail was sent today 9/20/informing Mr [redacted] that the refund is being processed to be issued Once the check has been issued, Mr [redacted] will receive a Refund Check Issued e-mail informing him that the check has been issued for payment 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: Attached is my emails to Samsung that went unanswered The damage to the phone was form packing and shipping from UPS facility in Cadillac MI until I received the phone returned No phone calls were made explaining the cost from Samsung Only my emails document communications that went unanswered from Samsung Replacement is due ASAPRe: Repair cost for ticket [redacted] has been changed Loading [redacted] Fri 11/27/3:PM To: Samsung Online Support [redacted] Cc: Bcc: Explain in detail in email why this phone is not covered.From: Samsung Online Support [redacted] Sent: Wednesday, November 25, 2:PMTo: [redacted] Subject: Repair cost for ticket [redacted] has been changed Re: Repair cost for ticket [redacted] has been changed Loading [redacted] Wed 11/25/11:PM To: Samsung Online Support [redacted] ; Cc: Bcc: Please explain the charges Why item is not in warrantyFrom: Samsung Online Support [redacted] Sent: Wednesday, November 25, 2:PMTo: [redacted] Subject: Repair cost for ticket [redacted] has been changed Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have received an email from Samsung stating that upon receipt of copies of the service invoice they will reimburse me Regards,

Samsung has attempted to contact the customer regarding their concerns with their televisionUnfortunately the customer has not been available during attempted contactsPlease 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] .Thank you

Samsung has acknowledged the customers concerns regarding his VR and as per Prizelogic Mr [redacted] ’ VR was shipped out with tracking number [redacted] and is scheduled for delivery 1/7/ 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