Initial Business Response / [redacted] (1000, 9, 2015/11/09) */ We received the ticket on 9/24/and called the customer to verify address, phone and serial numberShe gave us a description of the issue with her unitWe then sent the ticket to triage where they decided to order partsOnce the parts were received on 9/28/Theresa schedthe appointment for 10/02/When the tech arrived he noticed that there was another issue and ordered a different partThat part came in on 10/7/and we were unable to get ahold of the customer to set up the appointment until 10/15/in which we set it up for 10/19/Tech was running behind so we gave the customer a curtsy call to let her know and she requested to be reschedfor 10/21/On 10/21/the tech completed the job and the unit tested properlyThe customer called back the next day 10/22/stating that the unit was too cold and her ice cream was too hard to eatWe tried to advise her to adjust the temp but she wanted us to replace her unitWe then advised her we do not have the authority to grant that, only Samsung could do thatShe also requested paper work on what we did and we again told her per Samsung and our company policy we are not allowed to give the customer that informationWe did advise her she could get all information from SamsungWe did advise her if she was not satisfied with our decision/diagnosis on the unit she could contact Samsung directly and they would send someone out for a second opinion
Initial Business Response / [redacted] (1000, 5, 2017/06/12) */ [redacted] called us on 06/05/and we did have the email wrong from earlier that morning and when he called in again we did correct and send the invoice to the email at 04:pm that day We tell everyone that it is for labor is to come look at your unit and then is for the labor to put the parts in He paid the invoice at 04:pmDue to it being close to 5:pm he was not called and scheduled unit the next morningOn 06/06/at 08:am we called and got him set in for 06/07/between the hours of 12-5pmOur tech will call when he is on the way On 06/07/at 03:pm our tech [redacted] put his notes in on the ticket as to what the Customer needed" STATUS OF JOB: incomplete PARTS PUT IN: PARTS NOT NEEDED: PARTS NEEDED:outer rear tub, inner spin basket SPECIAL NOTES:the spider gear is broke causing it to rub and make a grinding sound when the basket spinsDrain pump was clear of debris and rotor and stator are fine" I just called the tech and he stated that he did take the back panel off and looked at the rotor and stator and that is how he found out that the spider gear is broke and that the grinding sound is from the basket when it spins Our front office received the ticket and transfer it to back office to get the quote sent out to the customer We are a Samsung Certified company and we get all of our parts directly from the manufacturer brand newA tub back and assy drum brand new will never cost $ also speaking with the front office they did inform that he was upset because his unit was not in warranty and we do understand that to the fullest and try to make sure that when we come out and look at any unit we are only ordering what parts are neededWe do not order random parts and hope that one of them fix it Trip charge will not be waivedTerms and Conditions are listed in the invoice when the Customer pays Last interaction with the customer: 06/07/ Thank you
Initial Business Response / [redacted] (1000, 9, 2016/01/23) */ We have been out to Ms [redacted] home several timesOur labor and parts are only guaranteed for daysThe customers have to agree to these terms before we will even go outWe have a recorded call with MsSample agreeing to these terms Our tech did fix the unit and we told the customer to call us if she had any further issuesShe decided to call another service center, which was her decisionThe unit last repair by our company was 7-21-customer did not call us until 1-4-to let us know there was ever an issue and demanding a refund Final Business Response / [redacted] (1000, 11, 2016/01/25) */ Business supplied email: [redacted] Use this address for any contact with the Revdex.com
Initial Business Response / [redacted] (1000, 8, 2017/07/10) */ Case ID [redacted] Customer: [redacted] "Warranty Service on Samsung dishwasher handled poorly [redacted] (aka SW Repair) was contracted by Samsung to attempt to repair a defective/damaged dishwasher that was less than months old We were dealing with the Kanas City branch, and there does not seem to be any information about this particular branch on the internetTheir number is [redacted] There was an issue with the lower basket hitting the sides of the dishwasher due to the metal/gasket on the sides getting in the wayThe door was not closing tight, resulting in a leak as wellThe dishwasher was installed by a professional plumber, so it was not an installation issue" [redacted] We got the ticket from Samsung on 06/13/We called the cusomter and left a voice mail for him to give us a call back On 06/15/the son called and said that he can't push the tray in anymore and it is leaking waterWe then set an apt up for 06/20/between the hours of 12-pm Customer [redacted] "One of their newest technicians came out to assess the problem and determined that it could not be fixedHe stood there in the kitchen and told my son that it was damaged and that this was something that he could not have causedHe also heard him tell someone on the phone the same thingHowever, all the technician did was send pictures to Samsung and did not tell them what he told my sonSamsung determined that it was physical damage based on the pictures only and said they would not cover it." [redacted] On 06/20/our tech went out and said that the unit was "unrepairable" and he would call tech support and see what they sayBefore the tech called we uploaded the pictuers that he took because Samsung will request them What our tech told them 2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkinsProduct Issue - Hardware - Techreports door seal frame welds broken fro m cabinet on both left and right sidesSee pics// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE What Samsung Tech Support said 2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkinsTroubleshooting - Physical damage not covered by warrantySRA# denied // DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE 2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Troubleshooting - physical damage not covered// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE 2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Product Issue - Hardware - door gasket channel damaged// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE After my tech got off the phone with tech support he told the customers son that it was physical damaged and stated that it would not be coveredTech is stating that he did not tell the son that this was something that he could not have caused Above these notes I can see where the customer called in to samsung about the out comethis is a couple notes that they put in on the ticket cx stated that he was pulling the rack out and it happenedcx stated that he didn't physically damage the unitinformed cx that the tech has came out and stated that it was physical damageno accommodations cci about pending ticketcx states they came out today and determined that it was physical damage and it will not be coveredcx states that he will not accept this(installed by plumber)This was on 06/ Customer [redacted] "When I called back the next day and asked for a manager, they put someone on the phone that put me on hold, supposedly to call and talk to the technicianThey came back on the phone after a minute and told me that the technician said that he did not tell my son that he could not have caused the damageUnfortunately they did not even leave any paperwork acknowledging that they were even at his house and report on what they foundMy son would not make this up, and it is not possible for the damage to the dishwasher to caused by use.If you have a Samsung product and they try to get you to use this company for repair, I would avoid them like the plagueThey do not care about doing the right thing for a customerThey care more about maintaining their warranty relationship with Samsung." [redacted] I did speak with the Dad on 06/22/I informed him that I would go ahead and call the tech and see what he told the sonHe stated that he told him that it was unrepairable no parts can fix this and that he would have to call samsung tech support to have them review the pictues and see what they saidThey told him it was physical damaged and he relayed that to the son and the son said okay and that was thatHe left I got back on the phone and explained what the tech told me and the Dad said that is not what he told his son and they tech is wrongI apologized and told him that it is now in Samsung handsThere is nothing we can do on our side and he would have to talk to the ECR department and try to go that routeAfter some time explaining to the customer he disconnected We care about every customer that comes through our pathSome tickets are simple and then some tickets are notWe do the best we can to accomadate every customer to the fullestThere will be times where things do not fall in favor of the customer and we just have to explain we can't help on the matter anymoreThey would have to deal with SamsungIt has nothing to do with us "maintaining their warratny relationship with Samsung" We by no means is calling anyone a liarKeep in mind I was not in the house at the time of service and neither was the DadSo yes unfortunately it does come down to what our tech told the son and what the son told the father Thank you
Initial Business Response / [redacted] (1000, 12, 2015/05/22) */ We received the work order from Samsung on 4/11/our call agent called the customer on 4/11/to get the issue from the customer on what was going on with the wash machine and since Samsung is paying US for the repair we needed the customer receipt for the purchase of the wash machine that is [redacted] requirement for US to get paid, on 4/14/we received an email from the customer but it did not have a file attached to it, another call agent called the customer on 4/14/to let them know there was not a receipt attached to the email and requested it to be resent, the customer resent the email with the receipt, then the ticket got sent to our Triage department to determine if we could just parts for the issue or if we need to send a tech to diagnose the issue first, Triage determined it would be best to diagnose the unit, on 4/16/the customer was called to set a Diagnose appointment, the tech went onsite and did determine the unit needs shocks, we ordered shocks but [redacted] only shipped one, so when the tech went onsite he did not have enough to fix the unit so then we ordered the other that was not shipped, when the other shocks came in the tech went back and repaired the unit, The customer was not paying anything for the repair Samsung paid for the repair Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business makes it sound like we never sent the receipts in the first emailMy husband sent the exact same email again & they still said the paperwork wasn't thereThis is not trueI just had to send a very detailed email on how to look at the attachment before they realized they had it the whole timeThey also never said they were coming to just look at the washerEach time we were under the impression they would be fixing it that dayYes, it's true that Samsung only sent shock, but why wouldn't they check to make sure all the parts were there before coming out & taking my washer apart once againEven though Samsung paid for the repairs, it still cost us part of our incomeWe had to take off of work each time they came to the housePlus, we had to spend [redacted] at the laundromat each week while waiting for them to get their stuff togetherThis "free" repair was very costly for usI called Samsung about this company too & they told me that it had been logged in their system that the repairs were completed when they had not beenMy washer is fixed now, but will never let this company work on any appliance again
Initial Business Response /* (1000, 9, 2016/01/23) */
We have been out to Ms. [redacted] home several times. Our labor and parts are only guaranteed for 30 days. The customers have to agree to these terms before we will even go out. We have a recorded call with Ms. Sample agreeing to these terms. ...
Our tech did fix the unit and we told the customer to call us if she had any further issues. She decided to call another service center, which was her decision. The unit last repair by our company was 7-21-15. customer did not call us until 1-4-16 to let us know there was ever an issue and demanding a refund.
Final Business Response /* (1000, 11, 2016/01/25) */
Business supplied email: [redacted]
Use this address for any contact with the Revdex.com
Initial Business Response /* (1000, 12, 2015/05/22) */
We received the work order from Samsung on 4/11/15 our call agent called the customer on 4/11/15 to get the issue from the customer on what was going on with the wash machine and since Samsung is paying US for the repair we needed the customer...
receipt for the purchase of the wash machine that is [redacted] requirement for US to get paid, on 4/14/15 we received an email from the customer but it did not have a file attached to it, another call agent called the customer on 4/14/15 to let them know there was not a receipt attached to the email and requested it to be resent, the customer resent the email with the receipt, then the ticket got sent to our Triage department to determine if we could just parts for the issue or if we need to send a tech to diagnose the issue first, Triage determined it would be best to diagnose the unit, on 4/16/15 the customer was called to set a Diagnose appointment, the tech went onsite and did determine the unit needs 4 shocks, we ordered 4 shocks but [redacted] only shipped one, so when the tech went onsite he did not have enough to fix the unit so then we ordered the other 3 that was not shipped, when the other 3 shocks came in the tech went back and repaired the unit, The customer was not paying anything for the repair Samsung paid for the repair.
Initial Consumer Rebuttal /* (3000, 14, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business makes it sound like we never sent the receipts in the first email. My husband sent the exact same email again & they still said the paperwork wasn't there. This is not true. I just had to send a very detailed email on how to look at the attachment before they realized they had it the whole time. They also never said they were coming to just look at the washer. Each time we were under the impression they would be fixing it that day. Yes, it's true that Samsung only sent 1 shock, but why wouldn't they check to make sure all the parts were there before coming out & taking my washer apart once again. Even though Samsung paid for the repairs, it still cost us part of our income. We had to take off of work each time they came to the house. Plus, we had to spend [redacted] at the laundromat each week while waiting for them to get their stuff together. This "free" repair was very costly for us. I called Samsung about this company too & they told me that it had been logged in their system that the repairs were completed when they had not been. My washer is fixed now, but will never let this company work on any appliance again.
Initial Business Response /* (1000, 10, 2015/08/20) */
When our tech arrived to the customer location he noticed damage to the floor and notified our office to let us know that there was previous damage. I did set up an assessment with the customer and for an unforeseen emergency that came up I...
was unable to make it. The customer refused to let me resched. to complete the assessment so we used the photos, videos that the customer sent us along with an interview with our tech we have determined that the damage was pre existing. The dishwasher was exchanged by Samsung.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided from SW Repair is fabricated. I can provide testimony from our current renters, friends, parents, other repair techs etc. There was no existing damage to the flooring. The damage was created by the repair person and no one I spoke with at SW Repair was aware of the damage until I personally called their office.
[redacted] did schedule an appointment to appraise the damage, she did not show up to that appointment. When I called the following day, she informed me that she forgot and asked to reschedule. I refused, I do not want anyone from SW Repair back in my home. I will gladly complete a 3rd party appraisal of the damage that was created by the SW Repair person.
We have contacted SW Repair multiple times over the course of the last few weeks. They refuse to communicate and repeatedly hang up on our calls. They will not allow us to speak to a manager or even inform us on who is in charge. This information that they have provided is completely false.
Initial Business Response /* (1000, 5, 2017/06/12) */
[redacted] called us on 06/05/2017 and we did have the email wrong from earlier that morning and when he called in again we did correct and send the invoice to the email at 04:29 pm that day.
We tell everyone that it is 150 for labor. 90...
is to come look at your unit and then 60 is for the labor to put the parts in.
He paid the invoice at 04:32 pm. Due to it being close to 5:00 pm he was not called and scheduled unit the next morning. On 06/06/2017 at 08:13 am we called and got him set in for 06/07/2017 between the hours of 12-5pm. Our tech will call when he is on the way.
On 06/07/2017 at 03:09 pm our tech [redacted] put his notes in on the ticket as to what the Customer needed. " STATUS OF JOB: incomplete PARTS PUT IN: PARTS NOT NEEDED: PARTS NEEDED:outer rear tub, inner spin basket SPECIAL NOTES:the spider gear is broke causing it to rub and make a grinding sound when the basket spins. Drain pump was clear of debris and rotor and stator are fine. " I just called the tech and he stated that he did take the back panel off and looked at the rotor and stator and that is how he found out that the spider gear is broke and that the grinding sound is from the basket when it spins.
Our front office received the ticket and transfer it to back office to get the quote sent out to the customer.
We are a Samsung Certified company and we get all of our parts directly from the manufacturer brand new. A tub back and assy drum brand new will never cost $96.
also speaking with the front office they did inform that he was upset because his unit was not in warranty and we do understand that to the fullest and try to make sure that when we come out and look at any unit we are only ordering what parts are needed. We do not order random parts and hope that one of them fix it.
Trip charge will not be waived. Terms and Conditions are listed in the invoice when the Customer pays.
Last interaction with the customer: 06/07/2017.
Thank you.
Initial Business Response /* (1000, 8, 2017/07/10) */
Case ID[redacted]
Customer: [redacted]
"Warranty Service on Samsung dishwasher handled poorly.
[redacted] (aka SW Repair) was contracted by Samsung to attempt to repair a defective/damaged dishwasher that was less than 6 months old....
We were dealing with the Kanas City branch, and there does not seem to be any information about this particular branch on the internet. Their number is [redacted]. There was an issue with the lower basket hitting the sides of the dishwasher due to the metal/gasket on the sides getting in the way. The door was not closing tight, resulting in a leak as well. The dishwasher was installed by a professional plumber, so it was not an installation issue"
[redacted]
We got the ticket from Samsung on 06/13/2017. We called the cusomter and left a voice mail for him to give us a call back.
On 06/15/2017 the son called and said that he can't push the tray in anymore and it is leaking water. We then set an apt up for 06/20/2017 between the hours of 12-5 pm.
Customer [redacted]
"One of their newest technicians came out to assess the problem and determined that it could not be fixed. He stood there in the kitchen and told my son that it was damaged and that this was something that he could not have caused. He also heard him tell someone on the phone the same thing. However, all the technician did was send pictures to Samsung and did not tell them what he told my son. Samsung determined that it was physical damage based on the pictures only and said they would not cover it."
[redacted]
On 06/20/2017 our tech went out and said that the unit was "unrepairable" and he would call tech support and see what they say. Before the tech called we uploaded the pictuers that he took because Samsung will request them.
What our tech told them...
2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkins60103 Product Issue - Hardware - Tech. reports door seal frame welds broken fro m cabinet on both left and right sides. See pics. // DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
What Samsung Tech Support said..
2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkins60103 Troubleshooting - Physical damage not covered by warranty. SRA# denied
// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Troubleshooting - physical damage not covered// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Product Issue - Hardware - door gasket channel damaged// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
After my tech got off the phone with tech support he told the customers son that it was physical damaged and stated that it would not be covered. Tech is stating that he did not tell the son that this was something that he could not have caused.
Above these notes I can see where the customer called in to samsung about the out come.. this is a couple notes that they put in on the ticket.
cx stated that he was pulling the rack out and it happened. cx stated that he didn't physically damage the unit. informed cx that the tech has came out and stated that it was physical damage. no accommodations
cci about pending ticket. cx states they came out today and determined that it was physical damage and it will not be covered. cx states that he will not accept this. (installed by plumber). This was on 06/20.
Customer [redacted]
"When I called back the next day and asked for a manager, they put someone on the phone that put me on hold, supposedly to call and talk to the technician. They came back on the phone after a minute and told me that the technician said that he did not tell my son that he could not have caused the damage. Unfortunately they did not even leave any paperwork acknowledging that they were even at his house and report on what they found. My son would not make this up, and it is not possible for the damage to the dishwasher to caused by normal use.If you have a Samsung product and they try to get you to use this company for repair, I would avoid them like the plague. They do not care about doing the right thing for a customer. They care more about maintaining their warranty relationship with Samsung."
[redacted]
I did speak with the Dad on 06/22/2017. I informed him that I would go ahead and call the tech and see what he told the son. He stated that he told him that it was unrepairable no parts can fix this and that he would have to call samsung tech support to have them review the pictues and see what they said. They told him it was physical damaged and he relayed that to the son and the son said okay and that was that. He left.
I got back on the phone and explained what the tech told me and the Dad said that is not what he told his son and they tech is wrong. I apologized and told him that it is now in Samsung hands. There is nothing we can do on our side and he would have to talk to the ECR department and try to go that route. After some time explaining to the customer he disconnected.
We care about every customer that comes through our path. Some tickets are simple and then some tickets are not. We do the best we can to accomadate every customer to the fullest. There will be times where things do not fall in favor of the customer and we just have to explain we can't help on the matter anymore. They would have to deal with Samsung. It has nothing to do with us "maintaining their warratny relationship with Samsung".
We by no means is calling anyone a liar. Keep in mind I was not in the house at the time of service and neither was the Dad. So yes unfortunately it does come down to what our tech told the son and what the son told the father.
Initial Business Response /* (1000, 9, 2015/11/09) */
We received the ticket on 9/24/15 and called the customer to verify address, phone and serial number. She gave us a description of the issue with her unit. We then sent the ticket to triage where they decided to order parts. Once the parts were...
received on 9/28/15 Theresa sched. the appointment for 10/02/15. When the tech arrived he noticed that there was another issue and ordered a different part. That part came in on 10/7/15 and we were unable to get ahold of the customer to set up the appointment until 10/15/15 in which we set it up for 10/19/15. Tech was running behind so we gave the customer a curtsy call to let her know and she requested to be resched. for 10/21/15. On 10/21/15 the tech completed the job and the unit tested properly. The customer called back the next day 10/22/15 stating that the unit was too cold and her ice cream was too hard to eat. We tried to advise her to adjust the temp but she wanted us to replace her unit. We then advised her we do not have the authority to grant that, only Samsung could do that. She also requested paper work on what we did and we again told her per Samsung and our company policy we are not allowed to give the customer that information. We did advise her she could get all information from Samsung. We did advise her if she was not satisfied with our decision/diagnosis on the unit she could contact Samsung directly and they would send someone out for a second opinion.
Initial Business Response /* (1000, 15, 2016/11/09) */
We apologize for the inconvenience, we are extremely backlogged on work orders and not able to service you in our normal time frame. We have refunded your Diagnosis fee.
Initial Business Response /* (1000, 9, 2016/09/21) */
Our tech did service this customers appliance and during the repair he knocked off the heater due to it not being installed correctly. The way it was installed was the issue. It was installed into drywall and it should have been installed into a...
stud. Our tech did explain this to her at the time and she said she understood. She then called into our office and I advised to her that we are not responsible for items that are not installed correctly that she needed to contact the company that installed this water heater. We have tried to set up appointments with the customer to have a manager take pictures but she has not been avail.
Initial Consumer Rebuttal /* (3000, 11, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the business on Sept 16th to let them know of my availability. It is now Sept 29th and I haven't heard from them even though they responded by text that they would note my availability. They have a habit of only providing 24 hours notice and that is not reasonable for individuals with other obligations.
In response to their determination that it was not installed correctly, that is a farce to eliminate their need to replace the unit. It was hitting the unit that caused it to fall and crack. It has been installed and has had a number of indivuals working near it and it never fell on its own. If it was not banged, it would never fallen and broke.
I'm still waiting for resolution. Their service levels and attention to their customers is lacking even when brought to the attention of the Revdex.com.
Thank you for your assistance in trying to help resolve this issue.
Initial Business Response / [redacted] (1000, 9, 2015/11/09) */ We received the ticket on 9/24/and called the customer to verify address, phone and serial numberShe gave us a description of the issue with her unitWe then sent the ticket to triage where they decided to order partsOnce the parts were received on 9/28/Theresa schedthe appointment for 10/02/When the tech arrived he noticed that there was another issue and ordered a different partThat part came in on 10/7/and we were unable to get ahold of the customer to set up the appointment until 10/15/in which we set it up for 10/19/Tech was running behind so we gave the customer a curtsy call to let her know and she requested to be reschedfor 10/21/On 10/21/the tech completed the job and the unit tested properlyThe customer called back the next day 10/22/stating that the unit was too cold and her ice cream was too hard to eatWe tried to advise her to adjust the temp but she wanted us to replace her unitWe then advised her we do not have the authority to grant that, only Samsung could do thatShe also requested paper work on what we did and we again told her per Samsung and our company policy we are not allowed to give the customer that informationWe did advise her she could get all information from SamsungWe did advise her if she was not satisfied with our decision/diagnosis on the unit she could contact Samsung directly and they would send someone out for a second opinion
Initial Business Response / [redacted] (1000, 5, 2017/06/12) */ [redacted] called us on 06/05/and we did have the email wrong from earlier that morning and when he called in again we did correct and send the invoice to the email at 04:pm that day We tell everyone that it is for labor is to come look at your unit and then is for the labor to put the parts in He paid the invoice at 04:pmDue to it being close to 5:pm he was not called and scheduled unit the next morningOn 06/06/at 08:am we called and got him set in for 06/07/between the hours of 12-5pmOur tech will call when he is on the way On 06/07/at 03:pm our tech [redacted] put his notes in on the ticket as to what the Customer needed" STATUS OF JOB: incomplete PARTS PUT IN: PARTS NOT NEEDED: PARTS NEEDED:outer rear tub, inner spin basket SPECIAL NOTES:the spider gear is broke causing it to rub and make a grinding sound when the basket spinsDrain pump was clear of debris and rotor and stator are fine" I just called the tech and he stated that he did take the back panel off and looked at the rotor and stator and that is how he found out that the spider gear is broke and that the grinding sound is from the basket when it spins Our front office received the ticket and transfer it to back office to get the quote sent out to the customer We are a Samsung Certified company and we get all of our parts directly from the manufacturer brand newA tub back and assy drum brand new will never cost $ also speaking with the front office they did inform that he was upset because his unit was not in warranty and we do understand that to the fullest and try to make sure that when we come out and look at any unit we are only ordering what parts are neededWe do not order random parts and hope that one of them fix it Trip charge will not be waivedTerms and Conditions are listed in the invoice when the Customer pays Last interaction with the customer: 06/07/ Thank you
Initial Business Response / [redacted] (1000, 9, 2016/01/23) */ We have been out to Ms [redacted] home several timesOur labor and parts are only guaranteed for daysThe customers have to agree to these terms before we will even go outWe have a recorded call with MsSample agreeing to these terms Our tech did fix the unit and we told the customer to call us if she had any further issuesShe decided to call another service center, which was her decisionThe unit last repair by our company was 7-21-customer did not call us until 1-4-to let us know there was ever an issue and demanding a refund Final Business Response / [redacted] (1000, 11, 2016/01/25) */ Business supplied email: [redacted] Use this address for any contact with the Revdex.com
Initial Business Response / [redacted] (1000, 8, 2017/07/10) */ Case ID [redacted] Customer: [redacted] "Warranty Service on Samsung dishwasher handled poorly [redacted] (aka SW Repair) was contracted by Samsung to attempt to repair a defective/damaged dishwasher that was less than months old We were dealing with the Kanas City branch, and there does not seem to be any information about this particular branch on the internetTheir number is [redacted] There was an issue with the lower basket hitting the sides of the dishwasher due to the metal/gasket on the sides getting in the wayThe door was not closing tight, resulting in a leak as wellThe dishwasher was installed by a professional plumber, so it was not an installation issue" [redacted] We got the ticket from Samsung on 06/13/We called the cusomter and left a voice mail for him to give us a call back On 06/15/the son called and said that he can't push the tray in anymore and it is leaking waterWe then set an apt up for 06/20/between the hours of 12-pm Customer [redacted] "One of their newest technicians came out to assess the problem and determined that it could not be fixedHe stood there in the kitchen and told my son that it was damaged and that this was something that he could not have causedHe also heard him tell someone on the phone the same thingHowever, all the technician did was send pictures to Samsung and did not tell them what he told my sonSamsung determined that it was physical damage based on the pictures only and said they would not cover it." [redacted] On 06/20/our tech went out and said that the unit was "unrepairable" and he would call tech support and see what they sayBefore the tech called we uploaded the pictuers that he took because Samsung will request them What our tech told them 2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkinsProduct Issue - Hardware - Techreports door seal frame welds broken fro m cabinet on both left and right sidesSee pics// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE What Samsung Tech Support said 2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkinsTroubleshooting - Physical damage not covered by warrantySRA# denied // DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE 2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Troubleshooting - physical damage not covered// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE 2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Product Issue - Hardware - door gasket channel damaged// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE After my tech got off the phone with tech support he told the customers son that it was physical damaged and stated that it would not be coveredTech is stating that he did not tell the son that this was something that he could not have caused Above these notes I can see where the customer called in to samsung about the out comethis is a couple notes that they put in on the ticket cx stated that he was pulling the rack out and it happenedcx stated that he didn't physically damage the unitinformed cx that the tech has came out and stated that it was physical damageno accommodations cci about pending ticketcx states they came out today and determined that it was physical damage and it will not be coveredcx states that he will not accept this(installed by plumber)This was on 06/ Customer [redacted] "When I called back the next day and asked for a manager, they put someone on the phone that put me on hold, supposedly to call and talk to the technicianThey came back on the phone after a minute and told me that the technician said that he did not tell my son that he could not have caused the damageUnfortunately they did not even leave any paperwork acknowledging that they were even at his house and report on what they foundMy son would not make this up, and it is not possible for the damage to the dishwasher to caused by use.If you have a Samsung product and they try to get you to use this company for repair, I would avoid them like the plagueThey do not care about doing the right thing for a customerThey care more about maintaining their warranty relationship with Samsung." [redacted] I did speak with the Dad on 06/22/I informed him that I would go ahead and call the tech and see what he told the sonHe stated that he told him that it was unrepairable no parts can fix this and that he would have to call samsung tech support to have them review the pictues and see what they saidThey told him it was physical damaged and he relayed that to the son and the son said okay and that was thatHe left I got back on the phone and explained what the tech told me and the Dad said that is not what he told his son and they tech is wrongI apologized and told him that it is now in Samsung handsThere is nothing we can do on our side and he would have to talk to the ECR department and try to go that routeAfter some time explaining to the customer he disconnected We care about every customer that comes through our pathSome tickets are simple and then some tickets are notWe do the best we can to accomadate every customer to the fullestThere will be times where things do not fall in favor of the customer and we just have to explain we can't help on the matter anymoreThey would have to deal with SamsungIt has nothing to do with us "maintaining their warratny relationship with Samsung" We by no means is calling anyone a liarKeep in mind I was not in the house at the time of service and neither was the DadSo yes unfortunately it does come down to what our tech told the son and what the son told the father Thank you
Initial Business Response / [redacted] (1000, 12, 2015/05/22) */ We received the work order from Samsung on 4/11/our call agent called the customer on 4/11/to get the issue from the customer on what was going on with the wash machine and since Samsung is paying US for the repair we needed the customer receipt for the purchase of the wash machine that is [redacted] requirement for US to get paid, on 4/14/we received an email from the customer but it did not have a file attached to it, another call agent called the customer on 4/14/to let them know there was not a receipt attached to the email and requested it to be resent, the customer resent the email with the receipt, then the ticket got sent to our Triage department to determine if we could just parts for the issue or if we need to send a tech to diagnose the issue first, Triage determined it would be best to diagnose the unit, on 4/16/the customer was called to set a Diagnose appointment, the tech went onsite and did determine the unit needs shocks, we ordered shocks but [redacted] only shipped one, so when the tech went onsite he did not have enough to fix the unit so then we ordered the other that was not shipped, when the other shocks came in the tech went back and repaired the unit, The customer was not paying anything for the repair Samsung paid for the repair Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business makes it sound like we never sent the receipts in the first emailMy husband sent the exact same email again & they still said the paperwork wasn't thereThis is not trueI just had to send a very detailed email on how to look at the attachment before they realized they had it the whole timeThey also never said they were coming to just look at the washerEach time we were under the impression they would be fixing it that dayYes, it's true that Samsung only sent shock, but why wouldn't they check to make sure all the parts were there before coming out & taking my washer apart once againEven though Samsung paid for the repairs, it still cost us part of our incomeWe had to take off of work each time they came to the housePlus, we had to spend [redacted] at the laundromat each week while waiting for them to get their stuff togetherThis "free" repair was very costly for usI called Samsung about this company too & they told me that it had been logged in their system that the repairs were completed when they had not beenMy washer is fixed now, but will never let this company work on any appliance again
Initial Business Response /* (1000, 9, 2016/01/23) */
We have been out to Ms. [redacted] home several times. Our labor and parts are only guaranteed for 30 days. The customers have to agree to these terms before we will even go out. We have a recorded call with Ms. Sample agreeing to these terms. ...
Our tech did fix the unit and we told the customer to call us if she had any further issues. She decided to call another service center, which was her decision. The unit last repair by our company was 7-21-15. customer did not call us until 1-4-16 to let us know there was ever an issue and demanding a refund.
Final Business Response /* (1000, 11, 2016/01/25) */
Business supplied email: [redacted]
Use this address for any contact with the Revdex.com
Initial Business Response /* (1000, 12, 2015/05/22) */
We received the work order from Samsung on 4/11/15 our call agent called the customer on 4/11/15 to get the issue from the customer on what was going on with the wash machine and since Samsung is paying US for the repair we needed the customer...
receipt for the purchase of the wash machine that is [redacted] requirement for US to get paid, on 4/14/15 we received an email from the customer but it did not have a file attached to it, another call agent called the customer on 4/14/15 to let them know there was not a receipt attached to the email and requested it to be resent, the customer resent the email with the receipt, then the ticket got sent to our Triage department to determine if we could just parts for the issue or if we need to send a tech to diagnose the issue first, Triage determined it would be best to diagnose the unit, on 4/16/15 the customer was called to set a Diagnose appointment, the tech went onsite and did determine the unit needs 4 shocks, we ordered 4 shocks but [redacted] only shipped one, so when the tech went onsite he did not have enough to fix the unit so then we ordered the other 3 that was not shipped, when the other 3 shocks came in the tech went back and repaired the unit, The customer was not paying anything for the repair Samsung paid for the repair.
Initial Consumer Rebuttal /* (3000, 14, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business makes it sound like we never sent the receipts in the first email. My husband sent the exact same email again & they still said the paperwork wasn't there. This is not true. I just had to send a very detailed email on how to look at the attachment before they realized they had it the whole time. They also never said they were coming to just look at the washer. Each time we were under the impression they would be fixing it that day. Yes, it's true that Samsung only sent 1 shock, but why wouldn't they check to make sure all the parts were there before coming out & taking my washer apart once again. Even though Samsung paid for the repairs, it still cost us part of our income. We had to take off of work each time they came to the house. Plus, we had to spend [redacted] at the laundromat each week while waiting for them to get their stuff together. This "free" repair was very costly for us. I called Samsung about this company too & they told me that it had been logged in their system that the repairs were completed when they had not been. My washer is fixed now, but will never let this company work on any appliance again.
Initial Business Response /* (1000, 10, 2015/08/20) */
When our tech arrived to the customer location he noticed damage to the floor and notified our office to let us know that there was previous damage. I did set up an assessment with the customer and for an unforeseen emergency that came up I...
was unable to make it. The customer refused to let me resched. to complete the assessment so we used the photos, videos that the customer sent us along with an interview with our tech we have determined that the damage was pre existing. The dishwasher was exchanged by Samsung.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided from SW Repair is fabricated. I can provide testimony from our current renters, friends, parents, other repair techs etc. There was no existing damage to the flooring. The damage was created by the repair person and no one I spoke with at SW Repair was aware of the damage until I personally called their office.
[redacted] did schedule an appointment to appraise the damage, she did not show up to that appointment. When I called the following day, she informed me that she forgot and asked to reschedule. I refused, I do not want anyone from SW Repair back in my home. I will gladly complete a 3rd party appraisal of the damage that was created by the SW Repair person.
We have contacted SW Repair multiple times over the course of the last few weeks. They refuse to communicate and repeatedly hang up on our calls. They will not allow us to speak to a manager or even inform us on who is in charge. This information that they have provided is completely false.
Initial Business Response /* (1000, 5, 2017/06/12) */
[redacted] called us on 06/05/2017 and we did have the email wrong from earlier that morning and when he called in again we did correct and send the invoice to the email at 04:29 pm that day.
We tell everyone that it is 150 for labor. 90...
is to come look at your unit and then 60 is for the labor to put the parts in.
He paid the invoice at 04:32 pm. Due to it being close to 5:00 pm he was not called and scheduled unit the next morning. On 06/06/2017 at 08:13 am we called and got him set in for 06/07/2017 between the hours of 12-5pm. Our tech will call when he is on the way.
On 06/07/2017 at 03:09 pm our tech [redacted] put his notes in on the ticket as to what the Customer needed. " STATUS OF JOB: incomplete PARTS PUT IN: PARTS NOT NEEDED: PARTS NEEDED:outer rear tub, inner spin basket SPECIAL NOTES:the spider gear is broke causing it to rub and make a grinding sound when the basket spins. Drain pump was clear of debris and rotor and stator are fine. " I just called the tech and he stated that he did take the back panel off and looked at the rotor and stator and that is how he found out that the spider gear is broke and that the grinding sound is from the basket when it spins.
Our front office received the ticket and transfer it to back office to get the quote sent out to the customer.
We are a Samsung Certified company and we get all of our parts directly from the manufacturer brand new. A tub back and assy drum brand new will never cost $96.
also speaking with the front office they did inform that he was upset because his unit was not in warranty and we do understand that to the fullest and try to make sure that when we come out and look at any unit we are only ordering what parts are needed. We do not order random parts and hope that one of them fix it.
Trip charge will not be waived. Terms and Conditions are listed in the invoice when the Customer pays.
Last interaction with the customer: 06/07/2017.
Thank you.
Initial Business Response /* (1000, 8, 2017/07/10) */
Case ID[redacted]
Customer: [redacted]
"Warranty Service on Samsung dishwasher handled poorly.
[redacted] (aka SW Repair) was contracted by Samsung to attempt to repair a defective/damaged dishwasher that was less than 6 months old....
We were dealing with the Kanas City branch, and there does not seem to be any information about this particular branch on the internet. Their number is [redacted]. There was an issue with the lower basket hitting the sides of the dishwasher due to the metal/gasket on the sides getting in the way. The door was not closing tight, resulting in a leak as well. The dishwasher was installed by a professional plumber, so it was not an installation issue"
[redacted]
We got the ticket from Samsung on 06/13/2017. We called the cusomter and left a voice mail for him to give us a call back.
On 06/15/2017 the son called and said that he can't push the tray in anymore and it is leaking water. We then set an apt up for 06/20/2017 between the hours of 12-5 pm.
Customer [redacted]
"One of their newest technicians came out to assess the problem and determined that it could not be fixed. He stood there in the kitchen and told my son that it was damaged and that this was something that he could not have caused. He also heard him tell someone on the phone the same thing. However, all the technician did was send pictures to Samsung and did not tell them what he told my son. Samsung determined that it was physical damage based on the pictures only and said they would not cover it."
[redacted]
On 06/20/2017 our tech went out and said that the unit was "unrepairable" and he would call tech support and see what they say. Before the tech called we uploaded the pictuers that he took because Samsung will request them.
What our tech told them...
2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkins60103 Product Issue - Hardware - Tech. reports door seal frame welds broken fro m cabinet on both left and right sides. See pics. // DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
What Samsung Tech Support said..
2017-06-20//12:10:38//TECH SUPPORT AGENT*a.perkins60103 Troubleshooting - Physical damage not covered by warranty. SRA# denied
// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Troubleshooting - physical damage not covered// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
2017-06-20//14:03:48//TECH SUPPORT AGENT*shomari.silvera Product Issue - Hardware - door gasket channel damaged// DOESN''''T WORK // DOOR DOESN''''T CLOSE // DOOR DOESN''''T CLOSE
After my tech got off the phone with tech support he told the customers son that it was physical damaged and stated that it would not be covered. Tech is stating that he did not tell the son that this was something that he could not have caused.
Above these notes I can see where the customer called in to samsung about the out come.. this is a couple notes that they put in on the ticket.
cx stated that he was pulling the rack out and it happened. cx stated that he didn't physically damage the unit. informed cx that the tech has came out and stated that it was physical damage. no accommodations
cci about pending ticket. cx states they came out today and determined that it was physical damage and it will not be covered. cx states that he will not accept this. (installed by plumber). This was on 06/20.
Customer [redacted]
"When I called back the next day and asked for a manager, they put someone on the phone that put me on hold, supposedly to call and talk to the technician. They came back on the phone after a minute and told me that the technician said that he did not tell my son that he could not have caused the damage. Unfortunately they did not even leave any paperwork acknowledging that they were even at his house and report on what they found. My son would not make this up, and it is not possible for the damage to the dishwasher to caused by normal use.If you have a Samsung product and they try to get you to use this company for repair, I would avoid them like the plague. They do not care about doing the right thing for a customer. They care more about maintaining their warranty relationship with Samsung."
[redacted]
I did speak with the Dad on 06/22/2017. I informed him that I would go ahead and call the tech and see what he told the son. He stated that he told him that it was unrepairable no parts can fix this and that he would have to call samsung tech support to have them review the pictues and see what they said. They told him it was physical damaged and he relayed that to the son and the son said okay and that was that. He left.
I got back on the phone and explained what the tech told me and the Dad said that is not what he told his son and they tech is wrong. I apologized and told him that it is now in Samsung hands. There is nothing we can do on our side and he would have to talk to the ECR department and try to go that route. After some time explaining to the customer he disconnected.
We care about every customer that comes through our path. Some tickets are simple and then some tickets are not. We do the best we can to accomadate every customer to the fullest. There will be times where things do not fall in favor of the customer and we just have to explain we can't help on the matter anymore. They would have to deal with Samsung. It has nothing to do with us "maintaining their warratny relationship with Samsung".
We by no means is calling anyone a liar. Keep in mind I was not in the house at the time of service and neither was the Dad. So yes unfortunately it does come down to what our tech told the son and what the son told the father.
Thank you.
Initial Business Response /* (1000, 9, 2015/11/09) */
We received the ticket on 9/24/15 and called the customer to verify address, phone and serial number. She gave us a description of the issue with her unit. We then sent the ticket to triage where they decided to order parts. Once the parts were...
received on 9/28/15 Theresa sched. the appointment for 10/02/15. When the tech arrived he noticed that there was another issue and ordered a different part. That part came in on 10/7/15 and we were unable to get ahold of the customer to set up the appointment until 10/15/15 in which we set it up for 10/19/15. Tech was running behind so we gave the customer a curtsy call to let her know and she requested to be resched. for 10/21/15. On 10/21/15 the tech completed the job and the unit tested properly. The customer called back the next day 10/22/15 stating that the unit was too cold and her ice cream was too hard to eat. We tried to advise her to adjust the temp but she wanted us to replace her unit. We then advised her we do not have the authority to grant that, only Samsung could do that. She also requested paper work on what we did and we again told her per Samsung and our company policy we are not allowed to give the customer that information. We did advise her she could get all information from Samsung. We did advise her if she was not satisfied with our decision/diagnosis on the unit she could contact Samsung directly and they would send someone out for a second opinion.
Initial Business Response /* (1000, 15, 2016/11/09) */
We apologize for the inconvenience, we are extremely backlogged on work orders and not able to service you in our normal time frame. We have refunded your Diagnosis fee.
Initial Business Response /* (1000, 9, 2016/09/21) */
Our tech did service this customers appliance and during the repair he knocked off the heater due to it not being installed correctly. The way it was installed was the issue. It was installed into drywall and it should have been installed into a...
stud. Our tech did explain this to her at the time and she said she understood. She then called into our office and I advised to her that we are not responsible for items that are not installed correctly that she needed to contact the company that installed this water heater. We have tried to set up appointments with the customer to have a manager take pictures but she has not been avail.
Initial Consumer Rebuttal /* (3000, 11, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the business on Sept 16th to let them know of my availability. It is now Sept 29th and I haven't heard from them even though they responded by text that they would note my availability. They have a habit of only providing 24 hours notice and that is not reasonable for individuals with other obligations.
In response to their determination that it was not installed correctly, that is a farce to eliminate their need to replace the unit. It was hitting the unit that caused it to fall and crack. It has been installed and has had a number of indivuals working near it and it never fell on its own. If it was not banged, it would never fallen and broke.
I'm still waiting for resolution. Their service levels and attention to their customers is lacking even when brought to the attention of the Revdex.com.
Thank you for your assistance in trying to help resolve this issue.