Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: They have followed up on the one part of the agreed but not the secondA replacement fridge was sent, which took a total of months, from the breakage, multiple repair calls, and finally to a replacement unit delivered to my houseI was promised compensation for food items lost (Happened time) and a list was sent but since delivery of the fridge have head nothing back from the Office of the President from SamsungHappy to have a fridge again and not wasting money eating out but now to be ignored from the company is unprofessional Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his television Our system shows the agent handling his claim submitted an exchange request; reference Txt# [redacted] for the unit Mr [redacted] was advised to hold onto the unit and not dispose of it since the trucking company will be picking it up Mr [redacted] will be contacted to complete the exchange processWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because: Good evening, It looks like my emails with the description of the problem continues to go in on one ear and exit on the otherHow many times do I have to explain that I have contacted customer service many times in regard to the problem, and troubleshooting has been done by a Samsung technician at a [redacted] store? Once again Samsung continues to fall short on customer service and continues to attempt to put the blame on the customer because the memory card lasted for daysI am sick and tired of the same back and forth without results, and the only thing I am able to get is "Call customer service, they will help you." Don't bother to fix things with me, after this, my relationship with Samsung is over, so sad that [redacted] will not take back this piece of junk back Thank you for nothing, Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have advised to the customer that after further review with our product support team, it appears there are additional troubleshooting methods that the technician will need to completeWe explained that we will need to have a certified technician go back out to check televisionThe customer understands and accepted the informationWe will continue to follow this complaint so that she will not have to repeat the issueWe 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./Ms [redacted] regarding her concerns with her refund The refund has been submitted and is awaiting approval The refund transaction number is [redacted] Regarding the extended warranty, that was purchased through the retailer and Samsung will not make an accommodation for that; however the customer may contact the place of purchase and speak to them regarding that matter

Samsung has contacted the customer regarding their concerns with his dish washer The customer is being set up for a return authorization under transaction # Once the claim is approved, paperwork will be sent to HH GreggWe 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

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 an issue with your Samsung Gear FitwatchSamsung offers a one year warranty on most products, which is industry standardBased on the information you provided, in conjunction with what we have in our system, your product sustained a physical/concealed damage This type of damage is not covered under the manufactures warranty Regrettably, we are unable to provide any accommodation at this time Sincerely,Samsung Office of the President

Samsung has reviewed Mrs [redacted] claim in regards to her $promotion code Our system shows Mrs [redacted] informed E-Commerce that she received the $promotion code on 4/14/via email The E-Commerce Division requested Mrs [redacted] to provide the original email she received with the code for validation Mrs [redacted] provided screen shots with her code and the screen shots show that the code was received back in February One of the screen shots Mrs [redacted] provided shows AT&T informing her that the code would expire days from the date issued In addition, AT&T also sent a follow up email stating that the code would expire soon The $AT&T code was issued in February and expired on 4/26/17, and would not work if she Mrs [redacted] tried to use it after 4/26/17, because the code had expired by then Based on the information, unfortunately the E-Commerce Division will not issue a replacement code since Mrs [redacted] had days in which to use the promotional code We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # NP3530EC-A0CDX Samsung has set up a repair for the customerWe 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

My last rebuttal (which came before the Samsung response below) has not yet been addressed In the latest update from Samsung there are a number of untruths: (1) I have not received any firmware update nor has any firmware for the UN55Bbeen posted to their website, (2) there has been no extensive research and I was told they would not look into this issue as it was unfounded even by many users on many TV support forums, and lastly (3) my complaint did not originate with a [redacted] app complaint rather this was something that [redacted] (Samsung Office of the President) brought up as another problem with their televisions lack of support for the current Samsung App Store1.) From what we understand, the customer has already received the recommended firmware and also admitted that his unit is not experiencing this issue anymore If other customers are having issues, we always encourage them to contact our customer service department for assistance and review to get proper recommendations on how to fix their issueSamsung has a wide variety of television models and each model is different Therefore, the fixes for these models may be different as well 2.) We have previously stated to the customer that based on our extensive research, there are no known issues regarding the capacitors/power supply in the customer’s model3.) Based on our records, we did address the [redacted] application specifically because this was the specific app the customer was having issues with When discussing steaming audio and video content via the internet, [redacted] was the only application the customer mentionedIn addition, internet@TV specifically explains, in the user manual for this model even, that the experience is powered by the ***! Widget Engine This is why the customer accesses the applications through ***, and not the Samsung appstore I do believe my complaint has not received any consideration by Samsung as they have not thoroughly looked into any of these issues which remain outstanding, unanswered/unresponded toI would appreciate your help by reopening this record on the basis that I have not received any resolution to my issue from Samsung and they have not even captured the issue in their response (noted in each response I've given to the Revdex.com).Thank you in advance for your help [redacted] ***

We do understand your response, and again apologize for any inconvenience.If you wish to proceed with evaluation please refer to the service ticket issued.Thank you

Upon further review of the customer’s file, the customer has been offered a free of charge accommodation but the customer has declinedWe offered to expedite the device for repair and complete in hoursThe customer informed us he will check with his provider for a loaner device and if possible will proceed with repairThe customer was provided the representatives contact information for follow upWe 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN55C6300SFXZABased off of our customer service records, we show that our Executive team has authorized parts coverage for the current repair leaving the customer responsible for any trip/labor fees due to the unit being out of its original manufacturer’s warranty as of 03/Currently, Samsung has a pending repair transaction with [redacted] , the number is [redacted] If they have not already been in contact with the customer for scheduling their phone number is [redacted] 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: 1) This is the second Samsung C460FW all-in-one laser printer that we have purchasedThe firt one stopped working, and we were unable to get a response from Samsung other than a telephone-answering personSince the unit was necessary for business, we ordered another oneThe second printer, the one, within the warranty period, started generating error messages telling us to replace the 'transfer belt', the 'fuser' and the imaging unitWe called Samsung's service number, and after more delays and no response other than the answering service, ordered and purchased the necessary parts and installed them ourselverThis got the printer working again, but didn't stop the error messages from appearing on the screen of the control panel [redacted] then tasked me with dealing with SamsungIt seems, according to pros, that we needed to enter the 'tech menu' and reset the 'page counters' to clear the error messagesI was unable to get the machine to enter the 'tech menu' mode after two dozen attempts, so I determined to brave the Samsung service number againThe first woman who answered (after twenty-plus minuted of recorded Muzac) said thet she'd switch me to the tech people, and the line went deadI called back, and (after a longer wait of the Muzak) spoke to another answerer; after collecting the same information that the first one had, this one also said that I'd be switched to the tech people, and a recording told me to leave a message for themThe recording then told me that the voice mailbox was full, and was not accepting messagesSo I called back, went through the same rigmarole, and was switched back to the same recorded Muzak!That was about weeks ago, and we've ordered a THIRD machine, but before we could unpack it the folks at [redacted] (the people to whom Samsung seems to have outsourced their service) called and told us that they were sending parts, and that a techie would come over to fix thingsThe parts -- the same ones that we'd replaced -- arrived the next day, but the promised serviceman didn'tSomeone called to see if he'd come, and we informed him that he hadn't, so they sent another, different techie (whose cell phone said that he worked for HP), who showed up yesterdayHe too couldn't access the tech menu after several hours of trying, so he left and ordered another service callToday another part (a new control panel) arrived via UPS, but when a service person phoned we were informed that a second part was needed and would arrive sometime tomorrowThen a third techie called this evening, and arranged to come over at 3:tomorrow afternoon (presuming that the part arrives in time)We'll see.It's ironc, I suppose, but just the stated cost of the various hardware parts (as listed on their shipping papers) come to more than the price of a whole new C460FW printerIn addition to that, Samsung is also on the line for the salaries of the answerers, for [redacted] cut, and for the salaries of the moonlighting techies; it would have been cheaper to have simply sent us a replacement unitIn addition, the parts that we've paid for out of our own pocket add up to nearly the cost of a second new printer, not to mention the disruption to our business and the time we've lost waiting on holdDuring all this frustrating kerfuffle, I've been putting [redacted] work through my own printer, a [redacted] that cost $and has given me over two and a half years of flawless serviceIt would seem that something's wrong at Samsung, particularly with their outsourced warranty service Regards, [redacted] for [redacted] ***

Upon further review of Mr [redacted] complaint, based on the receipt he provided showing the type of phone (Samsung SEdge) the charger is for, a NCP request; reference Txt# [redacted] was submitted on 11/15/for a charger to be shipped to him Our system shows that the charger (adaptor and cord) was shipped today, 11/16/via UPS; reference UPS tracking # [redacted] and is scheduled to be delivered on Friday, 11/17/to the address on fileThank 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 dishwasher Mrs [redacted] called the hotline and asked that the agent contact herThe agent called the Mrs [redacted] to follow-upMrs [redacted] states that she spoke with her husband and she wants to know her optionsThe agent offered an SRA or a refund of what she paidMrs [redacted] asked if the exchange was going to be even and she not have to pay anythingThe agent explained the SRA process and stated that the retailers will work with herMrs [redacted] states that this isn’t an exchangeMrs [redacted] states that a new dishwasher is more than what they paidMrs [redacted] states that they paid contractor pricingThe agent advised that they understand that but Samsung does not dictate the purchase amountsMrs [redacted] complained about the customer service and stated that she wants the exchange but she isn’t finished with usThe agent advised that she will set up the exchangeThe agent advised that the TAT is to business daysWe apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

There is no way that my device could have undergone a quality check before sending it to me, otherwise my device would be working right nowI will, if I receive a shipping label this time return my device to samsung for the 5th time for repairThank you Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Samsung has contacted the customer regarding their Note refund delayThe customer has been set up for a refund on 3/30/We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Revdex.com: I just would like it noted I was not contacted by samsung to schedule an appointment until I informed them I filed a Revdex.com complaint Which is absolutely ridiculous for an organization Thank you for your help it has been greatly appreciated I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

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 in order to receive warranty service If the product is beyond its one year warranty period then a service charge may apply in order to receive repairA service ticket has been processed in order to ship your phone to Samsung for evaluation (Ticket #: [redacted] )Please use the UPS E-label emailed to you for shipmentPlease note that any physical/liquid damage, if found, would require payment or void warrantyThank you