Samsung Electronics America Inc.

We do understand your positionIf at any time you are able to obtain documentation which can be provided by Sprint directly stating the purchase date and IMEI # of the product you can submit this information to *** and Samsung will review the inquiry further.At this time we will consider this claim as closed, as Samsung cannot provide any additional assistance without valid purchase information

Upon reviewing Samsung’s response, I find many errors. The technicians that came and inspected my washer spent all of minutes looking at the washer. Whatever testing they did on the washer is not identifying the problem of the washer not cleaning the clothes. I offered the technician to do a quick wash of a load of clothes, so they could see for themselves the washer is not cleaning the clothes, but both of their responses was they had to get to another appointment. Is the technician’s goal to service as many appliances as possible in any given day, regardless of repair service quality?
Secondly, I specifically told the techs that the washer is not cleaning the clothes, and THAT is why they were at my home. Unfortunately, the techs did not relay this message to Samsung. Instead the techs said “I am not happy”. This implies I am simply just an unhappy customer, not a customer with a possibly defective washer. I specifically told them many times the washer is not cleaning the clothes and to please relay this to Samsung. They did not, which suggests the techs are being dishonest, because they cannot inform Samsung that a washer is both operating properly AND the washer is not cleaning clothes, without appearing to be contradictory and incompetent as a third party subcontractor to Samsung. It’s obvious the tech company must look good at all times to Samsung, regardless of customers appliance problems, or risk losing their contract. This is an inherent conflict of interest in which the customer is but of secondary concern to their profits
I have a washer that will not clean clothes without a 2nd and 3rd wash cycle. Samsung initiated repair service. After the repair service, washer will still not clean clothes without a 2nd and 3rd wash cycle. Now any future repair service,
I am potentially liable for costs. I am sorry to say, but this is not honoring a warranty
Samsung says they will send another tech, but I will have to pay for it if tech does not find any defects. The problem is the techs they send out refuse to spend more than minutes on my washer because they are in a hurry to get to their next appointment. Why should I pay for such inadequate service? This is a problem for Samsung to resolve and pay for, why should I pay for warranty service?

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review. We know it is frustrating for any product to fail, whether in-or-out of warranty and we certainly never like to hear of any of our products failing at any age In Mrs*** case, Samsung understands that her husband cannot be without the device for the time it will take to service it but Samsung cannot determine the issue and try to resolve it without the device being sent in for service As previously advised, if Mrs*** would like to proceed with service on the device, please have her contact the agent handling her claim for further assistance. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has attempted to contact the customer regarding their Samsung Galaxy Note Unfortunately we have not heard back from the customer. Please have the customer contact us at *** 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # ***. Thank you

Complaint: ***
I am rejecting this response because: I am getting the impression that no one on their end is reading any of my messages either here or emails prior to this complaint Since they insist I repeat myself, Samsung initially told me to refuse delivery of the package, so I took it to the post office to do just that The tracking number that is on it is the one that they supplied when they shipped it! They have all this information! And why is it taking them so long to respond to my messages?
Regards,
*** ***

[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 not satisfactory to me
I have not recieved the phone yet and provide an update after the phone has been exchangedI will be shipping the phone back this week
Regards,
*** ***

The complaint I submitted regarding Samsung #*** has been satisfactorily resolved

Upon further review of the customer’s file, a Samsung representative will contact Ms*** regarding the exchange of her knobsWe 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

As per Samsung telecommunication division regarding Mr***’ complaintThe exchanged device was provided by the E-commerce division.
size="3">His file has been forwarded to that department for follow up. 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

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic,
"Arial","sans-serif"">the consumer has not registered for any offer with PrizeLogicTheir only presence with our customer support is one ticket, where we let them know there were no registrations and asked for another email address that may have been used to registerThey have not providedThe ticket is dated 6/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 FridayThank you

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Samsung has contacted the customer to address their concerns regarding their Samsung DryerWe have offered the customer a full buy-back (refund) for both unitsThe customer has accepted our accommodation offer and we have initiated the processWe apologize for any inconveniences and delays
the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # *** Thank you

I'm writing in regards to complaint ***I wanted to let you know that I was contacted by *** *** at Samsung's corporate officeShe told me that someone in the e-commerce support team would get a hold of me with a new promo codeThey did I received the code and have successfully
completed a second order for the fast charging wireless standAlthough I do not know if I will receive this order, they have at least provided me a way to get the itemI also wanted to say thank you, both to you personally and Better Business as a wholeIt has been a quarter of a year of me fighting with Samsung and I'm sure that I would have never got a resolutionOnce you stepped in it was only a few days and they contacted me with the codeI am assuming that Samsung supplying the code will close the complaint but I will let you know when I receive the item

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have escalated the customer’s case to one of our Triage Tech support agents for further assistance and also provided the customer with contact number for technical assistance in the future @
1***The technician did contact the customer leaving a message on the machine on 4/27/and if needing to call them prior to their additional follow up attempts to contact 1*** and request for tech assistanceWe advised if this is unsuccessful to contact us back directlyWe 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

Samsung has reviewed Mr*** complaint in regards to his phone. Our system shows the agent who handled the claim spoke with Mr*** on 9/22/to discuss the case. The agent advised Mr*** that a replacement was not an option and the device would need to be
sent in for service. The agent submitted a service request; reference Txt# *** for the device. In addition, the agent emailed Mr*** a UPS shipping label; reference UPS tracking# *** in order for him to send in the device to the service center. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

According to our files, Samsung has contacted the customer regarding the customer’s unit model # PN59D8000FFXZAWe addressed MrCohen’s concerns and have advised to him that our parts department found an alternative Qwerty remote for his televisionWe 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 # ***Thank you

Samsung has reviewed Dr*** complaint in regards to washer. Our system shows the agent who handled to the complaint spoke with Dr** on 8/22/to discuss the claim. The agent advised Dr** that there was only one repair on file; reference Txt # *** for
the unit (completed on 8/31/17) and the unit has not been deemed as unrepairable by Samsung. The agent advised Dr** that at this time, Samsung would only be able to continue with the repair service for the unit unless it has been deemed unrepairable by a Samsung technician The agent also advised Dr** that no accommodation such as an exchange or refund can be provided for the unit at this timeInevitably, Dr** proceeded with repair service and another service request; reference Txt# *** was submitted on 9/01/for the unit. An ASC agent has been in contact with Dr** to schedule the repair. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer will be receive a return label in order to switch the prizesWe apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please
have customer contact Samsung at *** between the hours of 9AM and 6PM EST, Monday through Friday. Thank you

Samsung has reviewed Mr*** claim in regards to his washer. The agent who handled his claim spoke with Mr*** on 3/17/and she reiterated the recall options for the washer. Our system shows Mr*** chose the repair option; reference Txt# *** and
service for the unit has been provided. Mr*** told the agent was not happy with the resolution and now wants a refund or a new machine Mr*** was aware of the recall options and subsequently chose the repair option over the rebate. The agent advised Mr*** no further accommodations will be provided at this time. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: ***
I am rejecting this response because:
I have contacted *** *** (office of the president of samsung USA) to try and progress these returns forwardShe provided me with a tracking number to input into a website to tell samsung how I would like my refund processedThe number she gave me comes up as invalidIt has routinely taken *** over week between responses and she keeps promising me that the returns will be processed but I have yet to see penny or get one phone call from *** *** regarding the appliance swap.I sent *** an email on wed feb @ 6:27pm (a few hours after we spoke)I have not yet heard a response as to why the return tracking number is invalid.I have no money, and no appliances swapped out (or even scheduled to be swapped)Samsung HAS NOT provided any sort of resolve in any kind of timely manner, just promisesPlease keep this complaint open
Regards,
*** ***