Samsung Electronics America Inc.

Samsung has contacted Prizelogic regarding the customer’s concerns. As per Prizelogic, the customer has been sent 2 sets of codes via emails and a representative has left a...

message via telephone informing the customer as well. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday.  Thank you

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,

Samsung spoke with Mr. [redacted] informing him that there were two recall options for his unit, the rebate or the repair option which is not negotiable.  It is Samsung’s stance that no further accommodations would be made at this time.  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Samsung has reviewed Mrs. [redacted]’ claim in regards to her range.  Our system shows that service was set up on 3/07/17 and scheduled for 3/10/17; reference Txt# [redacted].  We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Upon further review of the customer’s file, the customer’s issue with his washer has been explained; the tax or hose is not included. The customer has been advised that Samsung and CPSC have set forth guidelines for the recall and there will be no further assistance outside these guidelines and...

apologized from the highest level of sescalation. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

I am rejecting this response because:1. I would like Samsung to address whether they have acted in good faith, regardless of conclusion of the class action suit?  Hundreds of posts online suggest that they have not.2. Samsung was aware of, and did not notify ALL consumers of, the defect(s) with their Plasma and LCD tv's.  Instead, they only notified the owners of models that they had already received complaints from. They did not, apparently, anticipate that any more of their tv's manufactured at exactly the same time period and with the exact same capacitors would malfunction in the future. It seems unlikely that they did not think this necessary. They just didn't want to incur the cost. This is the definition of bad faith.3.  Samsung holds itself out to consumers as a world-wide leader in manufacturing of safe, technologically advanced Plasma & LCD tv's.  It also touts it's incredible customer service.  However, they have failed to disclose facts that they were aware of to consumers, and they have repeatedly refused to address customer's issues the this particular defect. 4.  Samsung is in breach of the implied warranty that the product being purchased has no defects.5.  Samsung is operating and creating an atmosphere of mistrust and animosity.6.  Finally, Samsung did not contact me--I contacted them and they responded. It took about 8 phone calls and finding an email address online for the Office of The President, which the President tried to not publicize until he was called out online.7. Samsung's own website touts the plasma tv's as lasting for 23 years:                       "Older generation Samsung Plasma TVs with the Gen-4 display panel have,                        on average, half lives of 50,000 hours under normal operating                        conditions. That's nearly 23 years if you watch your Plasma TV six hours                       a day."8. The cost to repair my 2008 television without Samsung is between $500-600. I would really like to resolve this matter in a fair and amicable manner. I believe reimbursement for the repair is appropriate.

Samsung has contacted the customer regarding their Refrigerator. The customer has been offered an accommodation of free of charge repair and accepted. The customer has been...

set up for repair under transaction [redacted]. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted].  Thank you

Complaint: [redacted]
I am rejecting this response because:Samsung came out yesterday March 2, 2017 and they installed a new cooktop. Today, we saw many small hair lines of cracks that could be potential major crack. I will call Samsung on Monday to let them know and come out for inspection. I also want them to understand that we as consumers did not do anything to cause this crack. I will call Samsung Monday and will speak to them about it.
Regards,
[redacted]

Samsung has attempted to contact the customer to address their concerns regarding their television. Unfortunately we have not heard back from the customer.  Please...

have the customer contact us at [redacted] so that we may assist.  We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted].  Thank you

Complaint: [redacted]
I am rejecting this response because:
It is clear you are not intent on removing the offending application. I will seek redress through the courts. I will also be posting a full accounting of this online so consumers may appropriately evaluate your commitment to your services and products.
Regards,
[redacted]

I am rejecting this response because:1) The misleading information was provided to me by Samsung not by the third party.
2) The promotion was advertised on Samsung website not by a third party.
3) I provided my bank account/personal information through Samsung pay app not to the third party.
Because of the above reason, I believe that Samsung should be responsible on resolving my problem as Samsung should be accountable on the information they provide to their customers on the phone as well as on the website.

Complaint: [redacted]
I am rejecting this response because: I tried calling the number with case provided yesterday 1/20/2017 approx. 9:30 am.  The initial person took my name and case number I was provided with in the last response. I was asked to hold so I could be transferred to someone that could handle my case.  After a few moments I ended up speaking to a voicemail service and left my number as well as my email address to contact me back.  I have not heard back from the company as of yet.  I understand from reading the previous response that they are requesting more information, I've filed two work orders for this item that were both rejected as well as sent an email to [redacted] on 12/28 with a copy of my updated packing slip from the seller.   The issue I had was this item was fully charged when I shut it down. The next morning I tried to power on the unit and received no response.  I tried plugging it in thinking the item at have discharged and there is no light indicating it is charging and after hours the unit will still not power on.  I was asked to try several methods by the first customer support rep to get the unit to work but none of them seemed to have a result. The unit was then issued the first work order on 11/21 ticket number [redacted].  I was asked to provide a invoice for the item from my seller ([redacted]), I explained to the rep that it was sold from a third party on [redacted]'s site and the invoice does not have a serial number listed. I wrote the serial number on the invoice and sent it in. After a few days of silence I called back and was told the invoice was invalid because it did not have the serial number and imei number on it. I then proceeded to contact thee third party seller and sent them a copy of the invoice and the information I would need for repair. I was sent an updated invoice and proceeded to file a second work order ticket number [redacted]. I sent in the updated invoice and called the next day where I was told everything was received and I should have return information within the next day. I once again did not receive anything for two days and called back to learn my second ticket was cancelled and was not given a reason why. This is when I ended up contacting the Revdex.com.  The item was purchased as new and should have a 1 year warranty which they are failing to cover.  As this has been going on I received an email from [redacted] asking if they had the correct invoice for the complaint which they had the first invoice and not the vendor updated invoice. I provided the updated invoice and once again am still not receiving any information.  I travel extensively for work and quite often do not have access to my phone.  I ask that any further requests for information be emailed to me at [redacted].  Thank you for your time and hopefully we can get this resolved soon as I have now been without my tablet for 2 months.
Regards,
[redacted]

As per Prizelogic Brent Warheit has been has been approved for two rebate checks for $200 each and he should receive both by the end of the week.  We apologize for any...

inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung at [redacted] between the hours of 9AM and 6PM EST, Monday through Friday

Complaint: [redacted]
I am rejecting this response because:
First of all thanks for your response.
Yes, I returned the laptop that I brought through order * [redacted] and place new order * [redacted]. I returned the first one and placed new order to get the samsung workplace discount. 
But my complaint is: Samsung customer support told me that they can adjust the price difference and send me the free passport drive. After one week when I contacted samsung support to check the status request for price adjustment and free passport drive, they told me that they can't make any changes to existing order and I need place a new order to get the discount.
My whole point here is: If they informed same thing without wasting one week time, I would have been placed my new order during the promotional period, to get free passport drive and a 10% e-gift certificate. I lost both of them because of your mistake.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received the refund of $107.74 however, I also received the phone that I returned for the third time. The reason now is expired RMA. As 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 phone. I did not receive email from Samsung so I called and I was told to mail the phone back using the label. I specifically asked if the label is still good, I was told it is, just mail it back soon. I mailed it the next day. A week later, I got the phone back again. I already got my money back for the phone, I just want to return the merchandise. I 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]

Upon further review of the customer’s file, the refund check was issued to the customer on 2/4/17. An email was sent to the customer regarding the issued refund check on 2/2/17. We apologize for any inconveniences and delays the customer may have experienced with this case.  Thank you

Complaint: [redacted]
I am rejecting this response because:I have made several attempts to contact Ms. [redacted]. She finally responded to an email stating that she would contact last Thursday. To date, I have not received any emails or phone calls from her, so I believe my attempts are being disregarded and ignored. This supports the type of customer service I received when I notified the company regarding their faulty television. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:it is well known similar units have an issue with design with the cooling fans therfore I feel it is a defect that will continue to fail and It is unreasonable to expect a consumer to purchase an expensive product that they must repair at great cost every year.  Samsung will continue to put out defective and inferior products like phones that explode so my option is to refuse to purchase any product from samung again..
Regards,
[redacted]

Samsung has reviewed [redacted] complaint in regards to a refund for his returned order.  E-Commerce has advised that the below email was sent to [redacted] to the email address on file.   Dear [redacted] Thank you for contacting Samsung Direct, Office of the...

President. We appreciate the opportunity to respond to your concerns. Your feedback is very important, as it allows us to better understand how we can improve our consumer’s customer service experience. We are sorry to hear that you’re experiencing an issue with your www.Samsung.com order, in regards to receiving a refund. I notice you were issued two return shipping labels. If you could, please advise which products you returned so we may proceed to address your inquiry accordingly. We apologize for any inconveniences this may have caused. Thank you for choosing Samsung. Best regards. Sincerely, KatrinaOffice of the President - Samsung Direct Please have [redacted] reply to the agents’ email and provide the request information in order to proceed with the claim. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has contacted the customer regarding their washer. The customer was educated on the Voluntary Recall Program options available. Unfortunately, there are no further accommodations outside of the recall program options. 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