Samsung Electronics America

I am rejecting this response because:First, the idea that a damaged camera lens would void the warranty for a power problem is unconscionableThat would be like a car company voiding the warranty on an engine because the vehicle had a cracked windshieldOne thing has absolutely nothing to do with the other.Second, there could not have possibly been damage to the camera lens before it was shipped to Samsung because the tablet was enclosed in a drop proof case from the time I purchased itTherefore any damage to the lens was either caused in shipping (as Samsung required that I remove all accessories, including the case before shipping), or while at the repair centerJudging from the attitude I have received from their customer service personnel, I have even entertained the notion that it was done intentionally in order to void the warranty.I expect that this tablet be either repaired or replaced at Samsung's expense under the warranty Regards, k

Samsung has contacted the customer regarding their RefrigeratorThe unit has been deemed unrepairable and the estimate of damages will be submitted for review for a compensation 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

Complaint: [redacted] I am rejecting this response because: Response in email stated gorilla glass was tested and would not break unless impact was madeMy phone fell out of my pocket into my driveway where a rock caught it and left a small circle crack that expanded all down the side in an otterboxAlthough my phone was protected warranty is still voided because there is no case that can be made to fully protect this phoneI've been a loyal customer to Samsung for years owning tvs tablets and cellphones but will be buying a different brand from now onUnfortunately if you order your phone online when it's new and haven't held or seen it in person you don't know what exactly you're gettingWhich was my case with the sedge the day of received it and the otterbox in the mailI'll be checking to make sure otterbox makes defender cases for phones I'm interested in before ever purchasing a phone again since discounted or free phones no longer existI work too hard for my money to be wasted on a poorly designed product Regards, [redacted]

I am rejecting this response because: I did call Samsung yesterday after seeing they had left a voice mail on my phone I specifically asked for [redacted] , as requested and was re-routed to several people After explaining my problem, I was advised that they could not comply with my request to either replace with a new unit or refund my money They will however pay for shipping and repairs and send back at no charge to me If they determine that it is irreparable upon receipt, they will replace with new unit This is how it stands So the problem is not resolved until I have a WORKING, RELIABLE unit in hand

Your phone was held due to the fact you were given the option to pay a discounted rate of $for the repair of your deviceYou were informed the phone would be held until end of business Monday, 6/30/and if no payment was made the product would be returnedThis information was provided to you in your previous Revdex.com complaint of [redacted] .Since you have confirmed you do not wish to pay for repair we will inform the repair center that you have declined this offer and request your product be returnedYour handset will ship out no later than end of business 7/2/Thank yo

[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 sent the tablet to Samsung via UPS on Friday, February 3, I am waiting to hear back from SamsungSamsung is going to see if the tablet can be repaired I am not sure how long this will take Regards, [redacted]

Samsung has reviewed Mr*** claim in regards to his phone Our system shows a request for service repair; reference Txt# [redacted] was submitted for the device On 4/07/17, an E-label; reference UPS tracking # [redacted] was sent to retrieve the device The agent handling his claim will follow up with him on any updates as they come available to them We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer to address their concerns regarding their Samsung DishwasherWe have advised to the customer that a copy of their detailed sales receipt is needed to process a buyback (refund) for the unitThe customer advised that they will get us a copy of the receipt from where he purchased the unit fromCurrently, we are waiting to hear back from 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 EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer regarding their notebookThe customer is being processed for an 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUnder the coverage section of the Samsung Standard Limited Warranty liquid damage is not covered If liquid damage was found during evaluation this would indicate that at some point the product was in contact with some form of liquid and the contact was too severe, or the product was not sealed properly Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the device Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over timeAlthough warranty is void based on the conditions of the product, Samsung will authorize warranty service for your Gear FitThe product will need to be returned to Samsung using the new UPS E-label that has been emailed to youReference Ticket #: [redacted] Thank you

Upon further review of Mrs [redacted] ’s concerns we apologize for the delay and any inconvenience this issue may have caused At this time Samsung telecommunications division has offered to have the unit sent in for warranty service if the unit does not show custom software detected Please reach out to the agent that is assisting you in this case for further resolution if neededWe 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 claim# [redacted] Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim 0pt">Under the coverage section of the Samsung Standard Limited Warranty it is clearly stated that physical damage is not coveredNo matter how durable the build of the product the LCD is still manufactured with a glass component, therefore, it is subject to damage if it were to make contact with a hard surface, or hits at a certain angle At this time the only option Samsung has available is to have the device shipped to our facility for a direct evaluationOnce the evaluation is complete a resolution can be determined regarding repair Samsung can make no other determination outside of paying for the repairs if the phone is not evaluated first, and Samsung has no record of a previous evaluation for this device To continue with evaluation we can request a UPS Premailer (empty box) be delivered to your home for shipment of the phone to Samsung Once evaluation is complete we would contact you with feedbackYou will need to respond accordingly if you wish to accept this offer Please note, any repair from a non-authorized Samsung Repair Center will void future warranty on the phone Thank you

Samsung has contacted the customer regarding their Note accessoriesThe customer has been set up for a refund under transaction # [redacted] , provided they submit their purchase receiptsWe 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 system shows that Mr***’s credit card had a hold in the amount of $for the OOW repair for his son’s phone The hold was essentially voided; reference Confirmation # [redacted] once it was determined that Samsung would not repair the phone Mr [redacted] will not see a refund to his card because it was never charged He may contact his financial company and provide the confirmation number to confirm that the hold on the card was released in their system In regards to the OOW repair of the phone, Samsung will not be able to accommodate this request because the phone was rooted/jail broken Samsung does not know what affects attempting to repair a rooted device may do since the rooting could have possibly caused hardware damage to begin with Since it is unknown as to what damage the rooting may have done, any repair could potentially cause further damage the device As previously stated, in these cases Samsung would be declined OOW service and the consumer would be referred back to their carrier or the original place of purchase for service Samsung’s stance still remains the same; no accommodations will be made for this claimPlease have Mr [redacted] contact his carrier or the original place of purchase for repair on the phone We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

We do understand the frustration this has caused, hoewver, again Samsung must be allowed the opportunity to exhaust all repair options availableWe are unable to provide immediate replacement of this unitUpon receipt of your device repair service can be expedited, which provides turnaround time of 1-business days, and the unit can be returned with overnight deliveryIf need be, the address for return shipment can always be changed and delivered to you at your vacation address if it has not been returned prior to your departureWe do apologize, however, Samsung will need the return of your product in order to provide the free of charge, motherboard replacement which should bring resolution to this issue.Thank you

Complaint: [redacted] I am rejecting this response because: The claim they attempted to contact me on the 4th and 6th of October, my perception is that [redacted] lies to whomever she has to just to get an answer put on paper It also seems that my original Ticket number of [redacted] and the subsequent Refund Ticket number [redacted] were not enough another number was generated for a claim order ticket of [redacted] It gets a bit confusing trying to keep track of it all I would think9/ I contacted Samsung via online chat and phone ###-###-#### Received copy of online chat as I requested it from the system 9/ I contacted Samsung via online chat and phone ###-###-####, also sent an email to [redacted] Received copy of online chat as I requested if from the system 10/ Email stating mine was received and a second one to call a specific number Three phone calls from me to Samsung ###-###-####, mostly unsuccessful as the department I wanted was closed, and other problems with Samsung, one call was successful got transferred on and that I would receive email about how to send how I wanted to be refunded and another telling me how to send information back for my refund (Mya(?) was helpful and apologetic that a Veteran was being jerked around and wished she could do more quicker) I also sent three emails of frustration to the [redacted] One attempt to call Revdex.com to add to my complaint ###-###-####, left message 10/ Emailed [redacted] again frustrated nothing was able to get done Also called Samsung ###-###-#### 10/ Email from [redacted] from me inputting information the previous week about my washer, it only said they were in talks with the CPSC 10/ [redacted] emails on how I wanted my refund, I replied that I wanted it by checkAnother email from sea.support telling me what was needed for paperwork, third one from them saying they received my refund payment request type10/ Emailed [redacted] the required paperwork with my signature Automated call from Samsung ###-###-#### that lasted just over a minute 10/ ###-###-#### was a second voice message from jasmin claiming to be from the office of the president and what number to call her back at Three attempts to call jasmin at ###-###-####, left three messages, will not be attempting to contact someone who has no common decency to return any phone calls and is just “filling the blocks” required to keep getting paid 10/ Online chat with Samsung, got transferred from one to another and neither could do anything to help me Received copy of online chat as I requested it from the system Received automated call from Samsung ###-###-#### as soon as online chat person put my number into the system it seems Called ###-###-#### while doing online chat and it seems it was claims, they said they would send the paperwork to accounting Regards, [redacted]

Based on the extent of damage our technicians found that the damage could not have been caused by a slight press of the home buttonBased on this evaluation Samsung cannot warrant free of charge repair Samsung can only offer repair at the reduced rate of $Again, the new price adjustment will only be valid until end of business Tuesday, 6/14/before the phone is returned without repair Thank you

Upon further review of Mr [redacted] claim, our system shows the agent handling the claim spoke with the service center on his behalf for more clarification on both units The ASC technician stated that the refrigerator needs a compressor and the washing machine is working up to specifications Mr [redacted] has been advised that if the technician is recommending parts for the fridge, Samsung would have to proceed with a repair as the warranty on the unit is service basedIn regards to the washer, the ASC stated the technician ran all test on the unit and there were no defect found This was determined on separate occasions; first with [redacted] and the second with [redacted] The technician also contacted Samsung TS (Trouble Shoot) and was advised of the same information on the unit The agent advised Mr [redacted] no accommodations can be made at this time since the issues with the units cannot be duplicated by Samsung We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted Mr [redacted] regarding his concerns with his gas rangeMr [redacted] is requesting an exchange on the unit due to the uncertainty of knowing the second repair will resolve the issue The agent advised the customer at this time that a repair/evaluation would need to be done, the customer declined Claim is closed due to repair/evaluation is the only accommodation available at this timeWe 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

Dear Mr***, "Times New Roman","serif""> Thank you for contacting Samsung Electronics of AmericaYour feedback is important to us as it allows us to better understand how we can improve our and your customer service experience We apologize for any inconvenience you have experiencedWe were also unable to locate any previous communication with our customer service with the information you have provided Please E-mail the Office of the President [redacted] your customer service ticket reference number, model and serial number so that we may better help youWe understand your frustration and apologize for delay and look forward to helping you Regards, Samsung Electronics America, Inc [redacted] NJ