Samsung Electronics America

According to our files, Samsung has contacted the customer regarding the customer’s unit model # CLP-770ND/XAASamsung has advised to the customer that Samsung provides a one-year manufactures warranty for the product and at this point the unit is beyond this period therefore no accommodation would be warrantedHowever, the customer was offered the option of repair and therefore we offered to move forward with the serviceCustomer acknowledged and acceptsWe informed to the customer that we will attempt to locate a service center that can provide in-home service as promised to complete the repairCurrently, we are reviewing the service options we have available for the customer and will get back to the customer shortlyWe 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]

Complaint: [redacted] I am rejecting this response because: We supplied the serial number and model number on two different occasionsWe are still waiting on Samsung to email the shipping labels to return the broken televisionWe've been told when we return the television THEN (and only then) will a different television be sent to us

[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] I have sent the email regarding the offer of a refundHowever, as the instructions to self-repair the washer likely came over chat or phone, I was unable to locate transcriptsDuring my phone conversation with the Samsung representative, she told me that she did not doubt my statement, and that failure to produce transcripts would not prevent me from receiving an acceptable response, which is either a full repair of the washer, or a full refundI am grateful to Samsung for reaching out to me, but do not consider this matter successfully concluded yet Regards, [redacted]

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, "Arial","sans-serif"">the customer has been rejected b y ***twice for No CTN Activity Match, meaning that “Based customer input no internal [redacted] record of the account; customer may have transposed a # or input the wrong mobility account / TV info”She should have received an automated email instructing her on which steps to follow to rectify this situationWe 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 FridayThank you

Upon further review of [redacted] complaint, E-Commerce has advised that the below emails were sent to [redacted] on 2/01/to the email address on file regarding his refund and the tracharge Dear [redacted] Thank you for contacting Samsung Direct, Office of the PresidentWe apologize for the delayed responseWe have been experiencing a high volume of emailsI understand you are concerned about your refund's issuanceI have escalated this matter to our warehouse for verification of the returnOnce the return has been acknowledged, we may proceed with processing your refundI also understand you are concerned about receiving a travalue adjustment charge for a separate order, order number [redacted] I regret to inform you that your tradevice did not meet the term and condition of wear and tearUpon evaluation, our TraTeam verified that your device did not meet the criteria, due to housing damageUnfortunately, a refund is not required, per the terms and conditionsWe apologize for any inconveniences this may have causedIf you have any further questions or concerns, please email us backThank you for choosing SamsungBest regards.Sincerely, KatrinaOffice of the President - Samsung Direct [redacted] Dear [redacted] Thank you for contacting Samsung Direct, Office of the PresidentI understand your frustrations, in regards to your travalue adjustment chargeHowever, any dispute you may have with Samsung arising out of or relating to the TraProgram or these Terms shall be governed by the Arbitration Agreement (including its 30-day opt-out provision) included in the Samsung Terms and Conditions that apply to the new Samsung Galaxy Notedevice you purchased using the TraProgramFor more information about your rights, obligations, opt-out opportunities and the full terms of the Arbitration Agreement, see [redacted] , the printed materials enclosed in the box, or the Legal section of the settings menu of the new Samsung Galaxy Sor S8+ device you purchased using the TraProgram (typically in the “About Device” or “About Phone” section)As stated in such Arbitration Agreement, you agree that any such dispute shall not be combined or consolidated with a dispute involving any other person’s or entity’s claim related to the TraProgram, and specifically, without limitation of the foregoing, shall not under any circumstances proceed as part of a class actionOnce we receive an update, in regards to your refund, we will immediately notify you via emailWe hope to have a resolution for you soon and appreciate your continued patience during this processIf you have any additional questions or concerns, please email us backThank you for choosing SamsungBest regards.Sincerely, KatrinaOffice of the President - Samsung DirectBased on this information, E-Commerce has denied [redacted] request for a refund due to the device not meeting the terms and conditions (housing damage) for the promotion In regards to a refund for the Samsung.com order, E-Commerce has advised that once the return has been acknowledged a refund will be processed 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 RefrigeratorThe customer has been approved for a refund 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted] .Thank you

Samsung contacted Mrs [redacted] and set up service for repair to the unit on 2/25/2017; reference Txt # [redacted] The agent handling Mrs [redacted] claim also provided her with their contact information if she needed further assistance after the unit is serviced We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

I am rejecting this response because: The reply from the company addressed the fact that the request came after the warrantee was overI am aware of thatMy point was that the part that was replaced caused the problem and it did not work - it was too smallit just took some time for the results from this inadequate part to be noticeableI learned that other Samsung refrigerators had the same problem and the new part cost only $,a small price to pay for saving a customer almost $in labor to replace a faulty part

Complaint: [redacted] I am rejecting this response because:The Samsung rebate form says that the processing takes 4-weeks, but now Samsung said 4-weeksIt seems like they don't even have consistent process time frameAlso Samsung website (online tracking system) says that once they received my claim documents, they will send me a confirmation emailTheir website shows that they already received my documents on 11/30/However, so far I have NOT received any confirmation email from Samsung.I request Samsung to process my claim immediately Regards, [redacted] **

Samsung has contacted the customer regarding their concerns with their Television panelSamsung has been informed by the customer that the panel is being shippedCustomer is scheduled for his repair on 2/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

Samsung has contacted the customer regarding their Washing MachineThe customer has been set up for repair on 5/under transaction # [redacted] No ENR due to the repair has already been scheduledWe 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: I was told multiple times that I qualifted for S(watch) gear, was never told that I would only receive the V/R gear because location code didn't match Regards, [redacted] ***

Upon further review of the customers concerns, Samsung telecommunications department is unable to accommodate the customers’ refunds due to no proper documentation for the return of the device The documents that were submitted are not valid and were not sent by Samsung 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

Please contact below number for device registration [redacted]

Complaint: [redacted] I am rejecting this response because: I had previously had an open status against samsung with the Revdex.com due to damages & lack of responseTheir product damaged my home, they said they would fix it given all of the informationI had done that with no response afterI then opened a complaint through youSamsung was making attempts and claiming to take care of what was wrongedWe once again submitted everything that they had asked forOnce the claim through the Revdex.com was dropped they stopped making contactI have sent several emails asking for a response with nothingMy email nor phone number have since changedWould like to see some type of resolution in this matter!! Desired Settlement / Outcome Desired Settlement: select Desired Outcome: I would like for them to cover the damages to my floor like they said they would from their product breaking and flooding my home Regards, [redacted]

As per Samsung E-Commerce, Ms [redacted] received the Television in NovemberShe is outside the day policyE-Commerce does not have the parts she is requestingThis would need to be handled by technical supportWe apologize for any inconvenience and delays the customer experienced with this case For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through FridayThank you

Complaint: [redacted] I am rejecting this response because: this was NOT a warranty issue; it was due manufacturer to defectFirst, I left several messages for a return callFinally, when I spoke with the woman within the President's office, she was not only rude and yelling at me, she hung up on me She kept referring to the issues as "warranty" which is not my complaintWhen I corrected her, she immediately became aggressive Further, I explained the dryer's motor and blower unit was replaced and the original issues were still occurring; severely overheating causing my clothes to become damage and possible fire hazard When I advised this is a manufacturer's defective issue, her response was: "that's what you are saying, not the repairer" She refused to listen to my actual complaint I advised, I had been a strong consumer of Samsung and will no longer purchase any Samsung items Her response, "Revdex.com will not help you." Due to how she handled my call and the fact she hung up on me as she was screaming, I will not be a consumer of Samsung any longer Since my notification to the Revdex.com, I have also replaced the computer board which now has replaced all internal items within my HE dryer totalling my expense of approximately $ Perhaps, instead of screaming at me, she should have been a tad more professional and listened to the possibility of a defect and looked into my complaint This dryer was definitely a fire hazard; the computer board, motor and blower unit was replaced This unit was a little over "2" years when the severely overheating occurred when in use I would have not had an issue if this dryer was older; however, this is still considered new I feel, obviously, Samsung is aware of this issue and that is why the dryer is only warranted for one year whilst the washer has a ten year warrantee Regards, [redacted]

Upon further review of Mr [redacted] claim, the E-Commerce Division has determined that he is entitled to a Fully Immersive Gear VR Bundle promotional code An E-Commerce agent spoke with Mr [redacted] on or around 5/26/and informed him they are currently waiting on the promotional code to be generated which he should receive by the beginning of next week Please take into consideration a possible delay due to the Memorial Day Holiday We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] complaint in regards to a refund for his range Our system shows a refund in the amount of $905.28; reference Txt# [redacted] was submitted for the unit for approval The refund has been approved and a Refund/Compensation payment method website link e-mail requesting Mr [redacted] preferred payment method was sent on 9/05/to the email on file as well as a Response Required for Refund Process e-mail with the acceptance document attached, along with instructions that are required to proceed with the refund An agent from the Refunds Deptattempted to contact Mr [redacted] on 9/06/17, 9/08/and 9/11/to request his preferred payment method but was on successful in reaching him In addition, our system also shows we are still missing Mr [redacted] signed Acceptance Document, serial number decal and the cut cord image which has resulted in a delay in processing the refund Please have Mr [redacted] send in the acceptance document along with all required information at his earliest convenience in order for the Refund Deptto process the refund in a timely manner 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: Samsung has called me solely during the day I've asked for a call back during a time that I am at home the customer reps have called during the day and when I am at work as well as a time zone that I am not in!!!i am in the central time zone, one rep yesterday informed me that someone would call back during my time zone but no one called Regards, Cynthia Nolden