Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: I believe you misunderstood my letter [redacted] along with the [redacted] Store were very helpfulI am saying that your company"SAMSUNG" denied to replace my Smart TV when notified by [redacted] ***.According to the [redacted] Protection Plan, they did everything they possiblycould and then they contacted your company about replacement and you flat out"DENIED" the request from [redacted] ***, when they did everythingaccording to what your support tech had askedYou SAMSUNG didn't honored yourWARRANTY Regards, [redacted]

Upon further review of the customer’s file, Samsung and CPSC have set forth guidelines for the recall and there will be no further assistance outside these guidelinesWe 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 has contacted the customer regarding their washerThe customer has been approved 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 followed up with the customer regarding their washerThe customer confirmed service appointment has been set up for 12/9/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

Complaint: [redacted] I am rejecting this response because: I need clarification With Samsung it seems it is necessary to collect verbatim from them in writing to insure that they follow through In their response they stated Upon further review of the customer’s file, the customer was informed that although the unit is out of warranty , we would provide her with a one-time free of charge accommodation and the customer has accepted 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you Where it says "the unit" - I submitted a complaint about the entire kitchen suite The microwave filter that can't be replaced, the dishwasher that cleans like a dripping garden hose, the refrigerator that sounds like its ready to die and the range that starts ticking like a time bomb when it reaches a peak high temperature So when SAMSUNG states that they are sending out a tech at no cost - is the tech focusing ONLY on "a" unit? Please ask Samsung to clarify The response was vague and leaves room to doubt I need reassurance they intend on addressing every appliance that was addressed in my original complaint Thank you Regards, [redacted] ***

Samsung has contacted the customer to address their concerns regarding their Samsung DryerWe have advised to the customer that we can offer to coordinate the repair but it appears that Lowes Service Advantage team is already actively working on the repair with the service center and the customer As an authorized dealer, they do have an avenue directly into Samsung to make requests on the customer’s behalfWe have asked the customer if they could to keep us posted on the progressThe customer advised that they are scheduled for a repair on FridayWe 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 has contacted the customer regarding their smart phoneThe customer has been offered free of charge repair and the customer has acceptedWe 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DW7933LRASR/AA We have addressed MrGraham’s concerns and have offered him an exchangeWe 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

I have been having with [redacted] (from the President's office at Samsung) Samsung is stating that I have chosen to go with repairs on the dishwasher That is not correct and you will read what my wishes are in the email on September 12, A credit to [redacted] (where we purchased the machine) and a credit for the extended warranty, just recently purchased Per the instructions from the Revdex.com complaint manager on October 14,2014, I have called Samsung and left four messages on October 14, two messages on October I, still to this date, have not heard from back from Samsung Please call me if you have any questions and thank you for your help in this VERY frustrating matter

We do appreciate your correspondence, and allowing Samsung the opportunity to review your claimUpon review of your service ticket Samsung has found the Camera Lens was damaged which voids any free of charge repair Although the unit may have been sent for evaluation of a power issue, if any physical damage is found it will void the product’s warranty All units are required to pass a quality check prior to returning to a customer and if the physical damage remained the unit would not pass testingAt this time a fee of $is required to complete repairAs a one-time courtesy Samsung can offer to discount this fee, and provide repairs at a discounted rate of $If you wish to accept this offer please contact Samsung Support at ###-###-####, provide the new Service Ticket # of [redacted] , and make paymentOnce payment is applied a UPS E-label will be emailed to you for return of your productShould you decline this offer we would have to suggest contacting your Service Provider for resolution if insurance was purchased for the unit

I believe the Samsung television I bought had to be defective from the manufacturer I have spoken to several repair technicians and they all stated a panel should not fail within such a short period of time The product was never moved so there was no damage on our part If Samsung believes this is wear and tear then they need to readdress their product technology I have other flat screen televisions from other manufacturers, all older than this model, and have never had any issues with them The customer service rep I spoke with did not seem interested in my complaintIt was if she was reading from a script informing me the warranty had expired She repeated herself several times after each question I asked then ended with "is there anything else I can help you with today?" which I found very offensive as she didn't help me at all This particular set was not one of their lower end models We spent a little more than we originally wanted in order to get a higher quality productTo be stuck with a repair bill of $is unacceptable I feel Samsung should stand behind their product by fixing or replacing my television

Samsung has reviewed Mr [redacted] claim in regards to his range Our system shows the agent who handled his claim spoke with him on 4/03/and informed him that range was deemed as having physical damaged “This type of damage occurs when there is a minimal load or no load in the cookware and is most commonly caused by enamel or aluminum cookware.” Due to the physical damage, the warranty has been voided on the unit The agent offered OOW (Out of Warranty) repair to service the unit Mr [redacted] informed the agent he does not want to pay for OOW service No accommodation will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their smart phoneUnfortunately, the customer is not eligible for a compensation regarding their deviceWe 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

Upon further review of the customers concerns we do apologize however the resolution will remain the same Unfortunately due to the holiday rush and large sales events order delivery can not be guaranteed The customer was offered $off future orders due to the inconvenience 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 FridayThank you

Complaint: [redacted] I am rejecting this response because: The only number I have is the order number: [redacted] Regards, [redacted]

Samsung has contacted the customer regarding their dryerThe customer has been set up for an SRA 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

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer has been contacted, approved return and shippingWe 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

Samsung has contacted the customer regarding her concerns with her television [redacted] was offered a free of charge repair(Samsung will cover the cost) to which she accepted The service center has contacted the customer and she has been scheduled for 01/ 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 reviewed Mrs [redacted] complaint in regards to her dryer Our system shows the agent assigned to the claim spoke with Mrs [redacted] on 10/16/to discuss the case The agent submitted a service request; reference Txt# [redacted] for the unit An ASC agent has been in contact with Mrs [redacted] to schedule the repair; completed on 10/20/on the unitThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

As per [redacted] Mr***’s submission was received and approved under the email address color="#0000ff"> [redacted] , not the email address that was submitted with this complaintThe TV was fulfilled with the FedEx tracking number [redacted] , which shows that the television was delivered to the home address and left at the front doorThis information was also communicated to Mr [redacted] via the [redacted] helpdesk We 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