Samsung Electronics America Inc.

I have not receive a satisfactory response from Samsung , or from The Revdex.comI tried to communicated with Samsung providing the information from their own costumer service , to which their response was " she made and error" , I
based my purchase decision based on the information they provided and have tried in many ways to get a responsed with zero acknowledgement of their information provided by their agent.....below I will enclosed a copy of my original chat, thanks for your time , hope Revdex.com can be more responsive to my issue, I am willing to discuss this over the phone if you prefer , thanks *** ***
Please note that this email address is used only for sending chat transcripts.The emails sent to this email address are not monitored and will not be replied.Please visit http://www.samsung.com/us/support/contact if you need any further assistance.General InfoChat start time Oct 3, 10:07:PM ESTChat end time Oct 3, 10:16:PM ESTDuration (actual chatting time) 00:08:55Operator ***Chat Transcriptinfo: Please wait for a Samsung Agent to respond.info: You are now chatting with '***'There will be a brief survey at the end of our chat to share feedback on my performance today.info: Your Issue ID for this chat is ***: Hi, thank you for contacting Samsung Technical SupportHow may I help you today? *** : your current prom*** : your current promotion on galaxy note mentions that a trade in of $minimum is required ,,,my carriers is given me $for my old droid , do I qualified for rebated***: I will be glad to assist you with required information.*** : thanks***: you are welcome.***: I have checked the information for you.***: I would like to inform you that you will get rebate of 195$.*** : that's great news , I will complete my online order thru my carrier ,just wanted to be clear prior to ordering***: Is there anything else that I can assist you with? *** : no thanks , have a great night ***: We thank you for your inquiry today and hope your experience with Samsung tech support has been a pleasant one. In an effort to continuously improve our service, we request you to take a minute and complete a quick survey.Please click blue 'X' button on the upper right corner and you will be provided with the survey to complete.***: Bye!!info: Chat session has been terminated by the Samsung AgentSent from my *** *** 4G LTE smartphone

As per Samsung E-commerce division Mr*** concerns have been resolved. They have stated that Mr*** has received the new Note and
the recalled device was picked up by *** on behalf of Samsung on Sunday 10/02. Mr*** also stated that he has closed the credit card dispute. We apologize for any inconvenience and delays the customer experienced with this case. For further inquiries, please contact ###-###-#### between the hours of 9am and 6pm EST, Monday through Friday. When calling please refer to case#***. Thank you

Samsung has reviewed Ms*** claim in regards to her phone. Our system shows the agent handling her claim made several attempts (3/28/17, 3/31/17, 4/05/and 4/06/17) to get in contact with her to discuss the claim. The agent left voice messages with their contact information for
her to call back. On the last attempted call on 4/06/17, the agent left a voice message informing Ms*** that Samsung cannot compensate her for having to send the phone for service No accommodations will be made for this claimWe apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: ***
I am rejecting this response because:
It seems Samsung has stopped considering request and this response was not at all appreciatedI was now loyal Samsung customer...and have so many Samsung devices and appliances, Thank you for opening my eyesIf you cannot stand behind your product and take care of customers concerns, then I guess its time to switch loyalty
Best of luck for your futureI will educate my friends and peopleI would like Revdex.com to keep this complaint open to people to tell them that Samsung products cannot and does not last for year also
Regards,
*** ***

Samsung has followed up with the customer regarding their washer repair service appointmentThe agent contacted the customer and advised would offer serviceWe apologize again 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 thru Friday and refer to claim# ***Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim
face="Calibri">After review of your account history our records indicate a replacement pair of headsets should have shipped on 12/22/per the UPS tracking # you were provided. We are uncertain as to why there was no activity on the shipment and will have this issue reviewed further
As for your headsets this item is unfortuantely no longer availablePlease note the accessory is replaced upon delivery to Samsung, they are not repaired
Due to the unavailability of the product the Accessories Department will be processing a refundOnce the refund process is complete you will receive the refund via Postal Mail in the form of a *** Gift Card
We do apologize for the inconvenience
Thank you

I am rejecting this response because:
The washer was just repaired yesterday (9/30/15) - this is from the first phone call on 7/10/15. The dryer is still not fixed - they have been here to replace parts twice and have yet to fix the problem. I have not been contacted about the clothing reimbursement for either appliance at this point and have no date set yet to permanently fix the dryer

Samsung has contacted the customer regarding their Washing MachineA Samsung representative left a messageUnfortunately we have not heard from the customer; please have the customer contact us at *** so we may assistWe 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 * ***. 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 ***, and find that this resolution is satisfactory to me as we are getting a replacement washer.I just want to add, for the record, that the repair technician sent by Samsung not only came times to fix the washer (failed every time), but on his last visit did something highly unethical and hazardous: he sprayed some liquid soap directly into the outlet where the washer was plugged intoHe then told me that the failure of the washer was the result of a short created by our outlet and that we had to hier an electrician in order to fix the outletOnce my husband came home, he pulled out the washer to see what the technician was referring to, as a short would have triggered the braker (it dit not) and, to our dismay, discovered some drippage coming from the outlet (nothing above it or on either side of it)He then removed the outlet which was saurated with liquid soap and thoroughly cleaned and dried itThe outlet box was also thouroughly cleanedThe lines on the wall would need to be covered with paint.We have purchased a year warranty with our new washer (scheduled to be delivered tomorrow), as we do not want to have to ever deal with Samsung customer service ever again.Thank you for your swift intervention in this matter!
Regards,
*** ***

Samsung has contacted the customer regarding their Washing MachineSamsung has offered FOC repair accommodation to cover parts and laborCustomer was advised to submit photos of damaged clothing and an itemized list for review. 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 # ***.Thank you

Complaint: ***
I am rejecting this response because:
"Working as it should" makes web browsing impossible, especially if you're using a web formIf it's "working as it should," why would Samsung tell me to do a system restore on my device?
You're wrong that nothing can be doneThe pull-to-refresh feature can be disabled by going to
***
Regards,
*** ***

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review. However in Mr*** case, his unit has been OOW (out of warranty) since 2/29/and he was previously advised that any repair costs would be at his expense. Based on this information and in conjunction with what we have in our system, Samsung’s stance remains the same. Due to the unit being OOW, no accommodations can be provided for this claim. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: ***
I am rejecting this response because:Unacceptable. The issue is a software issueIt's a bug in samsung's softwareIt's documented EVERYWHERE on samsung forums and the rest of the internetI have had confirmation from samsung representatives and forum moderators both acknowledging a problem with the wifi as a software issue, and that there will eventually be a software patch pushed out to fix it.Now, why does samsung want me to send my phone in for hardware evaluation, for a software issue? For an issue that samsung themselves have claimed was a software issue over months ago, and still there is no patch yet? You said a fix was being worked on, where is it?Fix the softwareThis is a software issueI refuse to send my phone in and go without a phone for weeks for a bug in samsung's software, when they are going to just send the same phone or a new phone back to me and resolve nothingEven if I must send my phone in, why am I given no option but to sit without a phone while you screw around with it for who knows how long? You better be able to support a customer when you demand that they give the product back for weeks when it's an integral part of their job and life
Regards,
*** ***

Our files indicate that the customer’s complaint regarding Model # RF31FMESBSR/AA has been reviewed an additional time per customer’s rebuttal requestSamsung apologizes for any inconveniences caused to Ms*** but the evidence provided on her claim shows spot staining, not rust. There is no evidence of product defect. The owner’s manual for this refrigerator outlines cleaning with a damp, clean cloth with mild detergent. Samsung only recommended *** ***s Friend to help with the staining that is already there. Once again, we apologize for any inconveniences in this matterWe 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 # ***0. Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Upon review Samsung is unable to confirm a previous evaluation, or previous contact to Samsung Support regarding your Gear Live. Under the coverage section of the Samsung Warranty it clearly states
your product must be returned to Samsung at Samsung's expense for service. If the product purchased was a valid U.Smanufactured device we must ask that you contact Samsung Customer Support at ###-###-#### to arrange a Service Ticket for the evaluation of your Gear Live charger, and possible replacement of this accessory

Complaint: ***
I am rejecting this response because:
The solution to this problem is NOT to talk to me, it is to give me my money back for their defective phone which is back in their hands alreadyThey called while I was on an airplaneI will return the call as soon as I am no longer in airportsBut, I do not need a phone call, I need a refund
They have the phone back now, and I still do not have my money backI just checked my accountThe phone is recalled, I have been trying to send the phone back to them for weeks, I finally was able to send it back with their tracked pre-paid shipping labelThey have known that it was sent to them for over a weekI want my money backOnce I get my money back, then I am less angry with their service; however, they had no right to hand onto my money for a month and a half when their product was recalledThank you for considering lowering their ratingIT would be very fair considering the Note debacle, plus how poorly they have handled itThe replacement phones are catching on fire, if you didn't know that alreadyI fully lost confidence that any of the phones were catching on fire and immediately requested a return with refund weeks agoStill no refund
Regards,
*** ***

Samsung has reviewed Mr*** claim in regards to his television. Our system shows a refund check in the amount of $due to no coverage; reference Txt# *** has been submitted. Please allow for 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 case. Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, January 29thThe price of the HW-JSound bar was incorrectly displayed at $20, when the correct price was
$We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $price
Payment was not taken from the customer as we do not charge the customer until the product actually shipsAn authorization for the amount of the order was submitted, but has been reversedSamsung notified the customers that purchased this product as quickly as possibleNotification was sent to customers upon cancellation
As per our online terms of sale, Samsung reserves the right to modify or cancel promotions at any time without noticeWhen you submitted the order on Samsung.com you agreed to our Terms of Sale which states
In the terms of sale section it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total priceYou are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your orderIf the price of a Product is obviously incorrect, regardless of whether it is an error in a price posted on the DR Commerce Solution or otherwise communicated to you, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid, regardless of how the error occurred"
We at Samsung appreciate your business, and we sincerely hope that this situation doesn’t deter you from continuing to purchase products of the Samsung brand
Again, we sincerely apologize for the incorrect information posted on our website

Samsung has reviewed Mr*** claim in regards to compensation for repair costs. Our system shows the agent handling the claim submitted a compensation request in the amount of $204.59; reference Txt# *** for the repair costs. We apologize for any inconveniences and
delays the customer may have experienced with this caseThank you

Upon receipt of Mr***’s Revdex.com rebuttal, we reviewed the customer’s request an additional timeWe do sincerely apologize for this unfortunate situation but our response will not be modifiedOur standard limited manufacturer’s warranty clearly indicates that any physical damage void’s the limited warranty and all repair costs would be the responsibility of the ownerWe advised the customer that we understand that customers typically post about their experiences with products when they are unhappy; however, this is usually an inaccurate representation of the overall quality of our productsBased off of our records, the customer admitted to dropping the unit and therefore this is a case of physical damageUpon receipt of his unit within our service center it was not deemed a manufactured defect but was deemed physical damage upon reviewWe 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 # *** Thank you