Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: it is now July 5th and upon contacting [redacted] in San Jose today before receiving this response from Revdex.com, we were told that *** had to research the case and get back to usWhy Samsung representatives have refused to do the correct thing and communicate WITH US as to what is going on with our issue, can only be described as “criminal”The “approval” for an exchange was given on May and we purchased another range on June For Samsung to say that an “approval” was given to the retailer on June 27th shows that Samsung uses lies and deceit in dealing with customers’ issues and in responding to the Revdex.comIf the Revdex.com looks at previous correspondence (6/17/17), they will see that Samsung stated in response to the Revdex.com email sent to them, that the exchange had been released to *** on 5/31/As you can see Samsung corporation doesn’t care to whom they lie toTO NOW SAY THAT IT IS OUT OF SAMSUNG’S HANDS and WE NOW NEED TO COMMUNICATE WITH THE RETAILER, IS TRULY EGREGIOUS! Again saying that they are sorry for our inconvenience, while still screwing us, is not acceptable nor is it any where near what good or in this case, fair, customer service should beAt this time we are contemplating what legal action we have against Samsung and whether or not a class action suit is in order, for we believe we are probably one of many who have suffered at the hands of SamsungA public warning should be made about Samsung’s unethical and unprofessional business practicesWe have contacted the FTC and will be notifying our state Attorney General Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Samsung did in fact send somebody out to make the repairThe repair tech advised me that one of our hoses had been damaged and needed replaced (obviously it had been damaged by the initial recall repair technician since the hoses were purchased new at the time the machines were purchased less than months earlier)We immediately went out and purchased a new hose since I am more than aware that Samsung would not take responsibility for the damaged hose and, honestly, it wasn't worth the hassleHowever, when we went to replace the hose, we found that the SECOND serviceman had stripped the plastic valve (that he had JUST replaced) by forcing it on the valve sideways! We called the service company directly and they advised us that they were too busy and couldn’t come back out to complete the repair for at least more week and then made us purchase another valve assembly directly from them (which they sold us "at cost") and then made us install ourselvesThis should not have happenedI should not have out of pocket losses resulting from Samsung's questionable engineering/manufacturing specs, negligent recall repairs and unreliable warranty repairsThe fact is, though, that I could not continue to be without a washing machine for any longer - thereby forcing me to take matters into my own hands to get the repair completedSo, no, Samsung did not fix the issue and their repair/service contractors did not fix the issue either Regards, [redacted]

Upon further review of [redacted] complaint, our system shows the agent assigned to the claim attempted to contact her today, 2/15/to further discuss the case but was unsuccessful in reaching her The agent left [redacted] a voice message advising her that the model that was offered to her for the exchange has all the same and if not more speciation features as her old device The agent advised [redacted] to return the call if she needs further assistance with the claim 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: As you mentioned my case was approved on 6/17, however, I haven't received any gift card yet Regards, [redacted] ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] We have offered the customer a one-time free of charge repair accommodation to the customer to repair capacitor and/or power supply onlyWe also advised that should the television require any other additional parts that repair costs would be their responsibility since the unit is out of warrantyWe 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] claim in regards to a refund for his Notephone Our system shows the agent handling his claim spoke with him on 4/03/and updated his address to proceed with the refundOnce the address was updated, a refund check in the amount of $875.00, reference Txt# [redacted] was issued on 4/08/for the device Please allow 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

Upon further review of Dr [redacted] claim, our system shows the refund was approved today, 8/25/for the unit A Refund/Compensation payment method website link e-mail requesting Dr [redacted] preferred payment method as well as a Response Required for Refund Process e-mail was sent to her email on file with the acceptance document attached, along with instructions that are required to proceed with the refund Please have Dr [redacted] send in the acceptance document along with all required information at her 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

Samsung has reviewed Mr [redacted] ’ claim in regards to his cancelled order Our system shows Samsung would not be able to refund his account, however the order only had an authorized hold and a promotional code applied to the order An agent from the E-Commerce Division emailed Mr [redacted] on 5/03/with a $replacement promotional code for the Samsung.com order We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

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 issuePlease take advantage of the free shipping instrument that will be provided for the return of your product Samsung product repair/replacement as a courtesyPlease contact Samsung at [redacted] for all service related inquiresThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimAfter review of your contact history with Samsung it appears our agents have provided you with Samsung's Warranty obligationsUnder 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 within it's one year warranty period Samsung will provide warranty repairSamsung does not offer immediate replacement and apologize if Best Buy gave this information in error We also apologize if you experienced any trouble relaying the information provided to our customer support team, however, should a consumer request exchange they will need to make direct contact with the seller, or their Service Provider if insurance was purchasedAgain, Samsung can only offer repair If you wish to ship the phone for repair please contact Samsung Customer Support at [redacted] and an agent will process a new service ticket If you decline to have the phone repaired we must refer you to your service providerThank you

Dear Ms***: Thank you for being a valuable customer We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem your promotional item Sincerely,Samsung Office of the President

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RSG257AARS/XAAWe have advised to the customer that he has been submitted for a buy-back (refund) of the original purchase price of the unitCurrently, refund is approved and in progressWe 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

Samsung has reviewed Mrs [redacted] claim in regards to her phone Our system shows the agent who handled the claim spoke with Mrs [redacted] on 8/01/and advised her that she would need to send the device in to be evaluated by a Samsung technician Mrs [redacted] told the agent that she can’t be without her device and the agent informed her that unfortunately, Samsung does not offer loaner devices during service The agent advised Mrs [redacted] that once she has an extra phone or a loaner phone, she may call Samsung back to have the device sent in for evaluation Mrs [redacted] told the agent that she will purchase another phone for now and will send in her device if she can at a later date Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] /XAAWe have offered the customer a one-time free of charge repair accommodationThe customer has accepted our offer and we set up service for the customer for repairsWe 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] claim in regards to reimbursement for $haul away fee Our system shows that the original check did not include the haul away fee however a 2nd check had been issued on 5/12/in the amount of $for the haul away fee which was cleared on 5/24/by the bank 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, unfortunately there will be no accommodationsSamsung does not supply parts to customersWe 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

Dear Mr [redacted] , black">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 have received your letter regarding your Samsung Note and we appreciate the opportunity to respondWe apologize for any inconvenience you have experienced We were unable to locate any previous communication with our customer service with the information you have provided Please provide 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] Ridgefield Park, NJ [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 meI would like to thank both Revdex.com and Samsung for smooth resolution of the complaint Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his television Our system shows the agent who handled the claim spoke to Mr [redacted] on 10/02/to discuss the case The agent informed Mr [redacted] that based on the images of the damage to the unit, it has been deemed physically damaged The agent further informed Mr [redacted] that the images show a few impact points on the unit and unfortunately this type of damage is not covered under the warranty The agent advised Mr [redacted] that due to the physical damage to the unit, no accommodations can be made for this claim 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 televisionThe customer has been offered a one-time free of charge repair 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