Samsung Electronics America

Samsung has contacted the Product Liability department regarding the customer’s deviceThe customer’s claim has been forwarded to SFM for more assistance and has been contacted to inform the customerWe 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 the customer’s file, the customer has been offered a comparable Model that is available brand new in stockUnfortunately, the customer declined our 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 EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionAs an accommodation, we have offered the customer a one-time free of charge repairSamsung’s one year limited manufacturer warranty is for serviceWe provide the service to ensure that any issues that arise are taken care of without the customer incurring any costThe customer accepted our offer and we have set up a repair service request on his behalfWe 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 further reviewed Ms [redacted] ’ claim in regards to a refund Our system shows the agent who handled her claim contacted the E-Commerce Division on 4/21/and they verified that on 3/31/17, the refund was completed and released Please have Ms [redacted] contact her financial institution again to confirm the refund was issued back to the credit card on their end We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr*** complaint in regards the Traprogram with his Samsung.com order Our system shows E-Commerce is currently investigating this matter and an agent will be in contact with Mr*** with a resolution 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

Dear Mr [redacted] :Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you were experiencing an issue with your Samsung.com order We apologize for not meeting your expectations of a reasonable timeframe on delivering your order We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it The feedback you provided is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures Thank you for being a valued Samsung customer, again we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

Dear Ms [redacted] :Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you are experiencing issues with your Samsung dishwasher Samsung believes in building quality products, and we apologize for not meeting your expectations We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it The feedback you have provided is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures However in your case, your dishwasher is OOW (out of warranty) and no accommodations can be made other than to offer OOW service Regrettably, Samsung’s stance remains the same Due to the unit being out of warranty, no accommodations can be provided for this claim Understanding your frustration, we still consider you a valued Samsung customer and we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] Based off of our customer service records, we show that the unit has had a recent repair request and repair has been completed on 09/04/The customer has confirmed this information and will contact us if they need any further additional assistanceWe 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] claim in regards to his refund Our system shows the original check (submitted on 12/05/16) was mailed however Mr [redacted] stated he did not receive it A Samsung agent spoke with Mr [redacted] on 3/16/and advised that since the check was not cashed, another check would be reissued in its place The agent submitted a request have the check reissued for the device Once the refund had been processed and issued, 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 contacted the customer regarding their dryerThe customer has been requested to submit their purchase receipt for a possible accommodationWe 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 files indicate that the customer’s complaint regarding Model # UN65F8000AFXZA has been reviewed an additional time per customer’s rebuttal request Based off of our customer service records, we show that the repair is still in progress and the assigned repair service center will be going to the customer’s home tomorrow 9/25/to attempt to complete the repairWe 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

[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 me I find it quite ridiculous that it took a Revdex.com complaint and weeks of being ignored by the company to get to this resolution, but the bottom line is, I only wanted them to honor the warranty on my tablet.Thank you for your assistance Regards, [redacted]

Samsung has reviewed Mr***’s claim again in regards to his phone Our system shows the agent who handled the claim advised Mr [redacted] that the warranty is a service warranty and if the device is giving him issues, he would need to proceed with service for the deviceMr [redacted] is refusing service of the phonePlease have Mr [redacted] contact the agent if he would like to proceed with service on the device No further accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mrs [redacted] claim in regards to her refrigerator Our system shows Mrs [redacted] was contacted by a Samsung agent on 1/27/and was informed that we would not be able to grant her request for an exchange due to the fact that the issue was a result of poor installation of the unit Samsung referred Mrs [redacted] back to the original place of purchase and/or the deliver/installation company to see what options they may have for her Mrs [redacted] was also informed that service would be the only option available through Samsung We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because: I did not accept this resolution nor find this an acceptable resolution to my complaint Samsung offered to cover the parts only while making me responsible for the repairs, I inquired as to the cost of the labor and without answering my inquiry, an appointment and service was dispatched to an "authorized repair vendor." Being a longtime customer and loyal fan of Samsung, their failure to acknowledge that my television is clearly defective is disheartening and unfortunately leaves me unable to trust the brand in the future Having the highest end TV fail times with the same malfunction in less than years, after twice being repaired by their "local authorized repair vendor," how can I be confident that an additional repair, which I am now being asked to pay the labor and travel expense for will not ultimately lead to the same failure 6-months from now I know this is not a typical or massively widespread defect as I have owned Samsung TVs, none of which have failedSamsung should acknowledge that I have a defective set and offer to replace it, refund my purchase price or repair it with a warranty provided the same failure reappears again in months I hope Samsung has enough pride in the brand name to do what is right Regards, [redacted]

Upon further review of the customer’s file, we are still waiting to hear back from [redacted] in regards to this customer’s eligibilityThey were initially rejected for no CTN activity matchWe 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] claim again in regards to his promotion code Our system shows the E-Commerce agent has sent an email that he requested a promotion code to purchase the Gear and will be sent within 3-business days We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Upon further review of the customer’s file, the customer has been set up for another repair service 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

Samsung has reviewed Mr*** [redacted] claim in regards to his refund for the Galaxy Sphone he returned Our system shows that the authorized FedEx return shipping label sent by E-Commerce was not used to return the device An agent from the E-Commerce Division sent Mr *** [redacted] an email requesting the return tracking number for the device but as of today 6/13/17, have not received a response Once Mr*** [redacted] provides the agent with the return tracking number, E-Commerce will be able to process the refundPlease have Mr*** [redacted] reply to the agents email with the tracking number at his earliest convenience in order to proceed with the refund requestWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

As per Samsung e-commerce division the order referenced is for a tabletThe TV order( [redacted] ) has been fully refunded A representative from the e-commerce division will be reaching out to Ms [redacted] to see how they may be of assistance 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