Samsung Electronics America Inc.

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.
Samsung provided me  with the correct parts (white charger and adapter) and issue me and e-gift in the amount of $50.

Upon receipt of [redacted] Revdex.com rebuttal, we reviewed the customer’s file and request an additional time. Based on our records, [redacted] compensation check was issued on 11/5. 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.

Samsung has contacted the customer regarding the customer’s Note 7. The customer has been advised of the Note 7 recall online website link and no additional...

accommodations are available outside Samsung’s terms. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted].  Thank you

Complaint: [redacted]
I am rejecting this response because: the agent keeps calling and leaving messages in my voicemail, when I reply to the number left in the voicemail, no matter what time of day or evening, it goes straight to a generic voicemail, it never rains, it just goes straight to the voicemail. I even left several messages for the agent that I am unable to reach her because the number she is leaving for me never rings it goes straight to voicemail. So I'm not sure how this agent wants me to call her if the number she provided is continuing to go straight to her voicemail which appears to be some sort of generic mailbox with her name on it. I told her when this whole issue started back in June that I was home for about 4 months on short term disability. Which allowed me the opportunity to spend hours at a time on the phone with Samsung. Since I have now returned back to work. I am no longer able to be on the phone that way throughout the business day. Because I work in a call center. I told the agent the best way to communicate with me would be either via text or email. Which the agent has both. The agent never replied to the voicemail that I sent. However   they continue to advise you that they are unable to communicate with me knowing that they're leaving a number that cannot be reached. This is Akon and fraud. I've asked Samsung several times I am no longer going to do business with them, I simply at this point want my money back that I paid for a repair that was never done. My watch is in the same condition and terms of battery function as it was when I first sent it in. I have sent in that watchconsecutively.  at this point I just want my money back because each time that I have sent the watch in. I was without the watch 4 no less than seven days which includes the weekend. So this means that on any given time that that watch was sent in between the time receiving it and the time sending it back to me I was without the watch anywhere from 7 Days up to 2 weeks including the weekends. this has been a huge inconvenience because as I mentioned to Samsung. The watch is not only used for health reasons but I use it for my business because it is a tool that I use with my customers when testing their issues. Because I am a technician for [redacted] Wireless.By using the watch as a   troubleshooting tool. It prevents me from having to give out my personal phone number to my customers when testing their issues pertaining to wireless devices. 
This  this is the quoted  text voice mail that was left "This message is for [redacted]. [redacted](?) this is Bianca calling on behalf of the(?) ... for(?) ... in reference to your Revdex.com rebuttal that we received. If you could give me a call back at *-###-###-#### and my extension is [redacted]. Thank you." 10/1812017This message is for [redacted] this is Bianca calling you on behalf of the office of the president for samsung(?) in reference to your Revdex.com rebuttal about your year VR you are attempting(?) to purchase. If you could give me a call back at ###-###-#### and my extension is [redacted] thank you. 10/03/2017 when calling that number you will never get a live person, you will always get a voicemail, if there is a best time when the agent can be reach then the agent needs to let me know, because I am randomly all over the place calling back at different times because I don't know what the hours are that the agent will be available. So when I return the call I don't know if they're still at work, if they went home, if they're out on vacation, despite all of that it really doesn't matter if when calling a number all is going to do is go straight to voicemail, and the agent since email saying that they could not reach me.  the real reason that Samsung has not spoken with me or the agent is because they gave me a bogus number again knowing that there's no one to answer, it appears that the calls can be outbound but not received inbound other than a voice message. I also told the agent that since I have returned to work my hours are from 215 p.m. eastern time until 11:15 Eastern Time p.m. so I am available anytime during the morning up to 1 p.m. eastern time because at that time I'm leaving the home on my way to work. So they can call me or should have called me based on the numerous voice message that I have left during the morning hours from 8 a.m. up until 1 p.m. Eastern Standard time. They never do that. And even if they were to call me during those hours and left a message for me to call them back. They need to leave a number where someone is going to be answering that phone. Samsung is a big fat liar so at this point I'm going to contact my attorney and file a claim against Samsung in court, at this point we will let the judge decide
Regards,
[redacted]

Samsung has been in contact with Mr. [redacted] in regards to his claim for his Galaxy Note 7 via email.  The agent handling his claim processed the order on 3/03/17 for boxes to be shipped out to him to be able to return the defective phone.  He should have received the package by Monday...

3/06/17 or the latest Tuesday 3/07/17.  In regards to his Samsung Gear S3 Frontier, the agent advised him if he is still experiencing issues with the unit holding a charge, he would need to provide the model and serial number of the unit so that we can set up a service ticket for repair.  We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted the customer regarding their dryer. The customer has been set up for an SRA exchange under transaction # [redacted]. We apologize for any...

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

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the customer will be sent a return label. Once the defective television has been shipped,...

Prizelogic will send the customer the replacement television. 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.  Thank you

Samsung did resolve the problem, they did exchange my refrigerator and got my $250 dollars back in food lost check

Samsung has reviewed Mr. [redacted] complaint in regards to his phone.  Our system shows the agent assigned the claim spoke with Mr. [redacted] and informed him that the IMEI # [redacted] he provided was not registering for model #SM-[redacted] as a white device. It is...

coming up in the system as a black refurbished device.  Mr. [redacted] told the agent that he would contact the retailer he purchased the device for further assistance with this matter.  Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Complaint: [redacted]
I am rejecting this response because:
 
Samsung continues to be dishonest in their communications with us. At no time has Samsung called either me or my husband back, a complaint we have raised several times. We have been promised numerous calls but never have received any. The voicemail described above was never left and/or received. The description of their warranty service has also changed during almost every phone call we have with ECR and now in their email response.
Regards,
[redacted]

Samsung has contacted the customer regarding their dryer. The customer has been set up for repair service under transaction #

face="Calibri"> [redacted]. We apologize for any inconveniences and delays the customer may have experienced with this case.  For further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted]. Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.
We sincerely apologize for your recent negative experience with our Customer Care Center.  The unpleasant experience described is not...

consistent with the high standards and values that you, as well as Samsung, expect from our employees. We will forward your feedback along to the appropriate parties for further review and coaching opportunities. Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty service. Samsung as a courtesy will evaluate your product and determine the appropriate resolution to this issue. 
In order to alleviate turnaround time for resolution we will expedite the shipping and evaluation period.  Please utilize the UPS Premailer we have requested be delivered to your home, using the information you provided with this claim, for return of your product to Samsung.
Please be advised that if any liquid or physical damage is found, it may not be eligible for free of charge repair.
Please remove any SIM, SD card or additional accessories used with the handset prior to shipment.  Please also note, the unit may have to undergo a software reflash during evaluation which will result in a loss of data if it has not already been backed up to external source.
Thank you.

Samsung has contacted the customer regarding their concerns with the camera.  Mr. [redacted] has been offered and has accepted a refund and is aware once all paperwork is received his buy back will be processed.   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: LaShanda H., in the office of the President of Samsung, contacted me via e-mail. I responded twice.  LaShanda H. responded to my second response saying something about an "authorized Samsung repair service".  I forwarded all the information from [redacted] concerning the service call (i.e. [redacted] #, Service Order #, Technician ID, amount, date, name, address and phone number of Service Agency) to LaShanda H. on the same day I received her e-mail and have not received a reply.  Secondly:  The phone number, [redacted] is not my phone number.  My phone number is [redacted].  
Regards,
[redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung Television. We have offered the customer an exchange. The customer agreed to the exchange offer and we have submitted it for processing with our exchange department. 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.

Samsung has reviewed Mrs. [redacted] complaint in regards to her refrigerator.  Our system shows the agent who handled the complaint submitted a service request; reference Txt# [redacted] for the unit.  An ASC agent has been in contact with Mrs. [redacted] to schedule the...

repair.  Thank you for being a valued Samsung customer, we apologize for the inconvenience you experienced with this case.

[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]

Unfortunately, there was a pricing error on Samsung.com, occurring for much of the day on Sunday, May 15.  The price of the UN40KU7000 television was incorrectly displayed at $100, when the correct...

price was $799.99.    We regret and apologize for this error; unfortunately, we are not able to process the order you placed at the $100 price.  We would, however, like to give you a $50 eCertificate good toward your next purchase on Samsung.com.
When you submitted the order on Samsung.com you agreed to our Terms of Sale which states.
In the terms of sale section 3.1 it states: Prices do not include shipping and handling, expedited service, or sales taxes, if applicable, which will be added to your total price. You are responsible for any shipping and handling charges and state and local sales or use taxes that may apply to your order. If 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.

It is not within Samsung's warranty to issue refund for product purchase. This request is typically fulfilled by the original place of purchase. It is also a requirement of Samsung to directly evaluate a product if any technical issues are present. As stated Samsung has no reports of known issues related to the Gear S 7 Edge model, and there have been no other complaints directed to our team regarding the concerns mentioned.However, as a one-time exception Samsung will honor the consumer's request and refund the remaining balance of the phone purchase. We will require a copy of the statement which reflects this balance as well as return of the Galaxy S 7 Edge. Once all items have been received the refund request will be submitted.A [redacted] Premailer box has been requested for retrieval of these items.

Upon further review of the customer’s file, an investigation was initated for this order on 12/22/2016. We have not received any updates regarding the customer’s investigation. We sent a reply asking for an update of the claim. We have informed the customer that the investigation has not been concluded and that we will follow up with the customer via email. 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.  Thank you