Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung WasherMs [redacted] has been advised that warranty repair service is the only available option at this time and the customer should proceed with repairsWe advised that unless the tech deems the unit unrepairable we are unable to provide any other accommodationsWe 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 RefrigeratorThe customer was offered an SRA exchange (transaction [redacted] ) and the customer has acceptedWe 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 appreciate your correspondence and allowing Samsung the opportunity to review your claim.Samsung can only report our findings upon the receipt and initial evaluation of a consumer’s product If physical damage is found the consumer would be contacted for payment option At the time of evaluation damage was found to the SIM Card slot of the handset and payment was requested If no payment is made the unit is returned unrepaired.As a one-time courtesy Samsung will authorize the repair of the phonePlease refer to the new Service Ticket # of [redacted] , and utilize the UPS E-label which will be emailed to [redacted] for return of the device to Samsung.Thank you

Samsung has contacted the customer regarding their televisionWe apologized for the refund delay and resubmitted the customer’s refund claimThe customer has been set up for a refund under 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 ###-###-#### 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 TelevisionDue to no service coverage we have offered the customer a direct exchangeThe customer has accepted our offer and we advised to the customer that our exchange department will contact him with exchange options and instructionsWe 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: Samsung stated they contacted me on 2/10, 2/and 2/This is completely falseOn Tuesday, February 7, 2017, I received a call at 4;PM EST from ###-###-####No voicemail was leftAssuming it was Samsung, I called customer service again at 6:49PM and was on hold for almost minutes before hanging up I received another phone call on Wednesday, February 8, at 10:AM EST from the same number Again, no voicemail left No phone calls were received on 2/or 2/as indicated by Samsung Received phone call on Thursday, February 16, at 7:PM EST from [redacted] Mr [redacted] left a voicemail stating “if you would like to discuss this further, please contact me at ” At that point, I was going to contact him in the morningHowever, Mr [redacted] then sent an email at 7:39PM stating “Regrettably, based on the information provided in conjunction with what we have in our system, we would not be able to grant your request for additional compensation pertaining to the top load washer rebate which was received The information you received previously regarding the incentive was correct and the rebate does not cover or include the purchasing of replacement hoses” Samsung is not looking to resolve anything I did not inquire about the hoses; I inquired why my rebate was only $564, when I was told that that I would receive either $if I purchased a non-Samsung washer or $if I purchased a Samsung washerThe company does not care that I am out almost $800, because of a defective machine that I barely owned for months before having to replace it.The recalled washer was serviced only weeks after owning it (due to a defective piece of the washer getting caught in the draining pipe, that cause the motor to smell like burning plastic and could have potentially flooded my house) Samsung knew of a possible recall in September but did nothing Now I am out more money because the company will not reimburse the total amount (plus incentive) that was promised In addition, there are well over complaints to Revdex.com and complaints on Consumer Affairs about rebates (or lack of promised amount) for both the top load washers and the phones I would love to know how Samsung thinks its ok for a customer to spend $on a defective washer, own it for months (with a service call after weeks of owning it due to a defective piece of washer getting caught in a draining hose) and then spending another $on a new front load washer, only to get back $564? Please explain the logic behind this If I had owned the old washer for over a year or and I got back $564, then so be itBut months of light use, with a service call after weeks? Apologies won’t give me almost $of owning products Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: There's nothing the Indian counterparts has to offer, they're playing games, unless your headquarters tell him to look into it they'll not stop their dirty games Regards, [redacted] ***

Upon further review of the customer’s file, we contacted Prizelogic againcannot control the inventory as we are not affiliated with the fulfillment companyOnce tracking information is provided to us, we provide it to the consumerWe 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 FridayThank you

I want to share my dissatisfaction with Samsung customer service over the repair of a washing machineHad a recall service work done on a FridayWasher stopped working that afternoon with an error messageCalled Samsung four times from Friday evening to Monday and each time I was promised a call within 24-hoursVery frustrated that the people on the phone seems only able to say they are sorry and that someone will call me to schedule another service visitThe last person eventually told me that it is up to the contractor which provided recall service to schedule another repair visitI called the contractor number Samsung providedGuess what? They said it was up to Samsung to authorize a service firstClassic! Even though I told Samsung that the problem may not be directly related to the recall work, and may require repair expertise the recall contractors do not have or have not been trained on, they are clearly not interested in helping their customer solve this problemI had a working washer before, but now for the last three days no washerNo idea who (and when) will call me to schedule a repairAll Samsung customer service people can say is they are sorry to hear my frustration, but it is out of their hands and I must wait for the recall contractor to call meSeeing the many similar reviews and complaints from other customers, I really don't think my experience is uniqueIn fact, there is a clear pattern that Samsung is unable to provide a level of service that their customers expectI will not buy another Samsung product anymore

Samsung Standard Limited Warranty does not authorize the refund of the product Although we understand there was an extended time period before received, a replacement device was warranted and provided via UPS Tracking #: [redacted] Samsung would consider this matter closed.Thank you

Dear Mr [redacted] we apologize for your inconvenience however we are unable to locate any previous records with the information that you providedPlease provide model and serial number from your unit and the issue that you are experiencing so that we may better assist 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 EST, Monday through FridayThank 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 have also filled out and emailed the acceptance document on two occasions: June 2nd and June 5thPLease proceed with the refund process Regards, [redacted]

[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 once the replacement is delivered and installedI am disappointed in Samsung for only offering to replace the unit in response to a Revdex.com complain instead of just replacing the defective dishwasher after multiple instances of the same error code and the unit being inoperable for over a month Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his washer Our system shows the agent who handled the claim sent Mr*** an email on 5/23/to inform him service; reference Txt # [redacted] has been set up for the unit An ASC agent has contacted Mr*** to schedule the repair for the unit 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 submitted for a refund and has been approvedWe have experienced delay in processing refunds due to the internal system issues that are being handledWe apologize for the delay, the customer’s check has been issued on 11/17and should receive by next weekWe 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 Thank you

I am rejecting this response because:My original request was for a full refund AND the promised Samsung gift card I now have the refund and have been working to get a different fridge from Best Buy However, I am still waiting for the gift card, an email confirmation that it will be mailed, something I've had to miss 3-days or work I've went over my cell plan minutes and am paying cents a minute now for another days until my plan turns over and lost tons of food If a large vendor such as Samsung can't do more to make something right than to just give a refund (only after I called EVERYDAY for weeks, sometimes multiple times) AND submitted a Revdex.com complaint, that I finally got the refund Send a samsung gift card that was promised by an Executive Customer Representative on Feb (stated once the refund/exchange or repair is completed notes will be reviewed) and we can then say I have officially "accepted" Samsung's accommodation

Samsung has contacted the customer to address their concerns regarding their Samsung SSD We have offered the customer a refund and he has accepted our proposed 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, Monday through Friday Thank you

Upon further review of Mr [redacted] claim, our system shows the agent who handled his claim sent him emails (see below) advising him on what he needs to do in order to resolve the issue with his phoneEmail sent on 5/09/by agent:Mr [redacted] , I have reviewed the Revdex.com complaint in reference to your cellphone but the error that you are stating that you are getting is that of a carrier issueThe error of “Not Registering on the Network” relates to your cellphone service provider due to Samsung does not supply your mobile networkYou would need to contact your service provider regrettably Samsung will not be providing a refund for the cellphone due to this issueBest Regards, Reply email sent on 5/10/by agent:Mr [redacted] , We can proceed with repair of the device or either you can take the phone to nearest [redacted] *** for the phone to be reflashed (meaning software deleted and reinstalled)No refund for the phone will be granted based upon the error you are stating The phone Is currently out of warranty based upon the warranty terms so how you proceed will be at your discretionPlease understand that all resolutions are provided on behalf of the President and CEO.Best Regards, Mr [redacted] has replied to the agent emails so he is aware of the resolution provided by Samsung by way of the agent As per the agent’s last email, Mr [redacted] can proceed with OOW (Out of Warranty) repair on the device or take it to his nearest [redacted] *** for immediate assistance We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for evaluation serviceSamsung as a courtesy will evaluate your product and determine the appropriate resolution to this issuePlease take advantage of the UPS Premailer which will be delivered to your home address tomorrow for retrieval of your productPlace the phone only in the box, remove your SIM Card, SD Card and all other accessories used with the product prior to shipment Upon receipt of the device service will be provided accordingly

We appreciate your correspondence and allowing Samsung the opportunity to review your claim Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty serviceSamsung as a courtesy will evaluate your product and determine the appropriate resolution to this issue In order to continue with service contact must be made to Samsung Customer Support at ###-###-####, and the agent will need to be provided with the IMEI/Serial # of the product to confirm warrantyA service ticket will be processed and you will receive a UPS E-label for shipment of the device to Samsung’s Repair Center Samsung would not able to fulfill request of an immediate replacement The device must be evaluated Thank you