Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: I have followed the directions of Samsung in contacting their customer support via live chat, which they have no record of even though I was able to provide them the rep name and the reference number I also followed the direction of customer support and entered into a [redacted] Messenger chat, of which Samsung cannot seem to find that record eitherI have just sent an email to the email address provided in the letter from the company, so we will see what comes of it--which I expect will be nothingI have been misled by the marketing of the warranty that is offered by Samsung in that it was supposed to be a 12-month warranty with parts and labor included, however, there seems be quite an issue in that the company does not want to even look at the issue in order to rule out a manufacturing issue For the record I have sumbitted the chat thread from the [redacted] Messenger for your review as proof that I have done what I can to contact the company as instructed It also shows their final response to the matter Regards, [redacted]

Samsung has contacted Samsung Pay regarding the customer’s concernsAs per Samsung Pay, the customer needs to submit all four accounts used to redeem the offerAs well as all four IMEI’s, the email address provided is only associated to one deviceWe 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

[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.]I am unable to edit the standard letter from my device so I will just add a comment above to finish the complaintAs a large phone manufacturer, Samsung should be aware that these promotions can sometimes be a deciding factor on whether a person purchases a device from youSeveral other manufacturers have promotions ongoing as well, and my experience with LG and theirs has made me respect them moreWith leases, a lot of paperwork is recieved, and clarity and understanding about what you require would go a long way to cementing your relationship with consumers and keeping them for future purchasesThank you for lighting a fire under prize logicAfter a dozen emails with every paper I recieved emailed to them, it took a call from you to get it pushed throughHopefully this will improve in the future [redacted] 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 Regards, [redacted]

Our files indicate that the customer’s complaint regarding Model # DW80F600UTS/AA has been reviewed an additional time per customer’s rebuttal requestSamsung apologizes for any inconveniences caused to Mr [redacted] s during the warranty repair process We appreciate his patients’ during this time but the Samsung Limited Warranty is a service warranty that does not include coverage of down time therefore Mr [redacted] s time is not eligible for compensationWe 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

Upon receipt of Ms [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeSamsung understands it is truly disappointing when any manufactured product requires a repair or service whether in or out of warrantyHowever, there are going to be those few instances when a part replacement is needed to maintain operationWhile we appreciate the information pertaining to the customer’s repair technicians information, Samsung does not agree that the materials used in manufacturing the product were flawed or defectiveThis said, the current repair needs of this unit would be considered as an isolated failure and would not be covered as the 12-month limited manufacturer’s warranty on this unit has lapsed as of approximately 05/We do sincerely apologize for this unfortunate situation but our original response will not be modified 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

Complaint: [redacted] I am rejecting this response because: I received the refund of $however, I also received the phone that I returned for the third timeThe reason now is expired RMAAs I explained before,I received a ;abel from FedEx with no email from Samsung and the label is going to Brightpoint with no mention of the phoneI did not receive email from Samsung so I called and I was told to mail the phone back using the labelI specifically asked if the label is still good, I was told it is, just mail it back soonI mailed it the next dayA week later, I got the phone back againI already got my money back for the phone, I just want to return the merchandiseI know they will try to charge my credit card again.As soon as they take the phone back, the issue will be resolved Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung dishwasherWe have offered the customer an exchange through Lowes as an 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 EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorAs an accommodation, we have offered the customer a pro-rated refundThe customer has accepted our offer and we have advised that our refund department will reach out to them in a few days to complete the processWe 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

Upon further review of the customer’s file, the customer was approved to receive a TV by [redacted] on August 29thThe customer should expect to receive it in approximately one weekWe 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 Thank you

Samsung has reviewed Ms [redacted] ’ complaint in regards to her washer Our system shows the agent assigned to the claim spoke with Ms [redacted] on 10/18/and informed her that unfortunately, she does not qualify for a refund for the unit The agent offered service instead and submitted a service request; reference Txt# [redacted] for the unit An ASC agent contacted Ms [redacted] to schedule the repair and on 10/24/17, ASC was advised that the unit is now working properly The service request; reference Txt# [redacted] for the unit was cancelled in the system 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 to address their concerns regarding their Samsung DryerWe have advised to the customer that we have no available service centers to come out sooner than his current appointmentWe then walked him though the buyback processThe customer decided to wait for repair as it would probably be completed sooner than the buybackWe asked the customer to contact us if they need anything furtherWe 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 reviewed Mr [redacted] claim in regards to his television Our system shows the agent who handled the claim submitted an exchange request; reference Txt# [redacted] for the unit The agent advised Mr*** that he must retrieve the unit from the ASC in order to proceed with the exchange Mr*** told the agent that he will follow up with them once he picks up the unit We apologize for any inconveniences and delays the customer may have experienced with this case Thank 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 the reason I choose to accept the response from Samsung is due to the fact that I have realized that they don’t have any intention to provide a satisfactory solution to my complaintAccording to Samsung’s agent, whether or not I will get an exchange solely depends on [redacted] That’s not an acceptable answer to hear from the manufacturer after an apparent product defect who should be responsible forA full refund including tax? What a joke! Especially when it was FINALLY offered after those days full of hassles with their customer services and eventually filing a complaint on Revdex.comI don’t see a point in wasting more of my time with themI will never recommend any Samsung products to anyone unless you don’t expect any customer services Regards, [redacted] ***

Samsung needs to stick to electronicsWish I had read customer reviews from [redacted] before purchasingThey list complaints on their ranges alone and rate them one star overallOn October 15, 2015, we replaced a perfectly good stove top that we had for over years because the oven was brokenWe were quite excited to have a working oven, but were quickly disappointed as our new oven was not heating properlyAdditionally, the keys on the display were hard to push, the fast boil feature does not work, and the stove top is starting to show signs of cracking from heat (something many consumers are complaining about)A technician had to replace the display, the main board and two probes on a six month old stove He was not able to resolve the fast boil and sent pictures to Samsung Product Review on the glass top Samsung claims it's esthetic and won't approve the replacementThe repair company needs to replace the stove top in order to repair the boil feature and even though it's been escalated twice, they open a ticket and cancel it the next day They want us to pay for the glass top on our brand new stove in order to fix the fast boil I have never heard of such a thing! Our range is less than six months old and already has caused more issues than any of our other appliances that are over years oldI suggest Best Buy and other retailers take them off the floorI forecast that Samsung is a range away from a class action law suit

[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 Regards, [redacted]

Upon further review of the customer’s file, the customer’s unit is out of warranty and no known defects on unit relating to heatAny repair cost would be the responsbility of the customerWe 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 reviewed Ms [redacted] ’s complaint in regards to her Samsung.com order E-Commerce has advised that the case has been escalated to upper management for further assistance in this matter Once upper management has reviewed the case, an E-Commerce agent will notify Ms [redacted] via email with a status of the order E-Commerce sincerely apologizes for the delay and is working diligently on trying to resolve the case Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Our files indicate that the customer’s complaint regarding Model # [redacted] has been reviewed an additional time per customer’s rebuttal requestBased on our customer service, we do not show that the customer contacted us to set up serviceWe attempted to contact the customer again requesting for him to verify his units model and serial number so that we can submit a service request for himThe customer may contact us back at any time to set up service via telephone, email, web, chat, etcWe 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

I have received Sansung's response regarding case number [redacted] to refund my faulty refrigerator; however, I have not received the refund or the paperwork they want me sign in order to receive the refund

Upon further review of the customer’s file, we have contacted E-Commerce againAs per E-Commerce, we will follow up with the customer once the warehouse has made a decision pretaining to a replacementWe 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