Samsung Electronics America Inc.

Samsung has reviewed Mrs*** complaint in regards to her microwave. Our system shows that agent assigned to the claim spoke with Mr*** on 10/05/to discuss the case. The agent submitted an exchange request; reference Txt# *** under ** *** for the
unit. The agent advised Mr*** of the turnaround time for the exchange and that he will be contacted by retailer for further assistance with the 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:
*** has expressed on more than one occasion that Samsung is responsible for the issues and they will not address the matter any further After the less than professional treatment from *** and Samsung customer support, I have cancelled my account with *** and have resumed using the Iphone through another cellular company I am not interested in the phone being evaluated and repaired again, as the phone is not compatible with other carriers Samsung customer service told me several times that *** is responsible for the issues I am tired of being in the middle of a clear avoidance of responsibility by both parties and want to exit the issues through a refund.Samsung holds equal responsibility with *** to refund the purchase price of the phone and related accessories I don't think that this is too much to ask
Regards,
*** ***

As per Samsung telecommunications division Mr*** received the gift card in the amount of $on 12/09/2016. 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 thru Friday and refer to claim# ***. Thank you

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic,
"Arial","sans-serif"">the customer’s tracking number, ***, the package was delivered on August 17thIf they did not receive it, we require a police report and affidavit swearing they did not obtain the prizes in order to reship themWe 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

Upon further review of the customer’s file, the customer has been offered a reimbursement for disposal fee as a courtesy and no further assistance is neededWe 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 # ***Also you could reach us at *** Thank you

Samsung has contacted Mrs*** regarding her concerns with her washer. Mrs*** has been set up for service under transaction number ***. The service center will be reaching out to the customer to schedule the repairWe apologize again for any inconvenience and delays
the customer may have experienced with this case. Thank you

Samsung has reviewed Mr*** claim in regards to his phone. Our system shows the agent who handled the claim spoke with Mr*** on 6/01/and informed him that the service center determined that Samsung will not be able to cover the cost of the repair due to the cosmetic damage
on the device The agent informed Mr*** that his warranty is a service based warranty and any cosmetic issue is not covered under the warranty Mr*** stated that he will just change phones and will proceed with returning the device. Due to the cosmetic damage to the device, no accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

The consumer has the option to contact the Service Provider directly, or Samsung for warranty service. The two companies are separate, with separate warranty policies and repair facilities. Thank you

Samsung has contacted the customer regarding their TelevisionA Samsung Representative has left the customer at message at ***The customer was advised the cost associated with removing and remounting the television is the customer’s responsibilityIt is the customer’s responsibility to
have the television available and accessible for the service at the time of the repairWe apologizes 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 contacted the customer to address their concerns regarding their Samsung washerWe have requested additional information (photos of damaged units) and also a copy of the customer’s bill of sale for reviewCurrently, we are waiting for this information to see what accommodation(s)
we can provide to the customerWe 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

Complaint: ***
I am rejecting this response because:Spoke with Grace yesterday.Today called Grace and updated her that volume has been gone down again.She is arranging me a replacement for this TV with *** ***.I am looking forward to:Replacement of this TV.Reimbursement on getting TV down and reinstall previouslyWhen Samsung Tech came to my house to repair the TV Which was OK by Samsung to do so. Thanks,***
Regards,
*** ***

Samsung approved Mr***’s refund; Txt # *** and sent a Response Required for Refund Process e-mail on 2/08/requiring his response. Samsung is still waiting for his reply with his Refund and Acceptance document in order for refund to be processed and issuedWe apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer has been approved based off of a receipt with a valid phone purchaseWhen their information returned from AT&T, their account was considered invalid by AT&T due to an ineligible existing TV
or upgradeDisputes of this must go through AT&TWe 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

Upon further review of Mr***s case and per transaction number *** Mr***s credit card was issued a credit on 12/29/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 thru Friday and refer to case# ***. Thank you

I am rejecting this response because: Although they continue to apologize, there always is an excuse, another step to take or person to talk to before anything gets doneThe main complaint is HOW LONG it takes to get my warranty fulfilledI agreed to the amount to expedite the reimbursementIt has been days since the 3rd repairman deemed it unrepairable and I STILL HAVE NO FUNDS. "It has been sent to accounting and is being processed." Yesterday, it was "due to the weather there may be delays." It is being electronically transferredIn order to get this reimbursement, I had to cut the cord of the refrigerator and send them a picture of itReally? I just want consumers to be aware of Samsung's terrible customer service policies. It takes too long to get anything resolvedThey don't careWe had to just go out and get a new refrigeratorWe just couldn't wait any longerSo, now we wait for Samsung to process the funds and hope for the bestWe would have been happy if last month, when this all started (December 13, to be exact), if they would have replaced it then after a repairman said it was a warranty issue instead of getting the run around

Samsung has contacted Mrs*** regarding her concerns with her electric oven. A service ticket was created under transaction number *** which is showing as the repair being completed. 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 claim #*** Thank you

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review. However in Mr*** case, unfortunately he missed the return window (days) to be able to return/exchange the device Regrettably, Samsung’s stance remains the same. No accommodations will be made for this claim. We apologize for any inconveniences and delays the customer may have experienced with this 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
Regards,
*** *** ***

Samsung has contacted the customer regarding their televisionThe customer is satisfied with the repair under transaction # ***.The customer was provided extended service warranty for parts and laborWe 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 the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer a one-time free of charge repair accommodationThe customer has accepted and we have set up a repair service request on the customer’s behalf We 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 # ***8. Thank you