Samsung Electronics America

Samsung has reviewed Mr [redacted] claim in regards to his phone The agent handling his claim called him on 3/02/to discuss possible accommodations for his phone Mr [redacted] informed the agent that customer support did not want to help him and had advised him that the unit was out of warranty so there were no options available Mr [redacted] then stated that after pushing enough customer support advised him that he can send in the unit for review but he declined the option because he could not be without his phone The agent apologized to Mr [redacted] for the experience with customer support and advised him that he would be able to send in the device for review but Samsung cannot provide a loaner phone Mr [redacted] informed the agent that he has since replaced his phone through his insurance and is requesting to be reimbursed by Samsung The agent informed Mr [redacted] that Samsung cannot reimburse him for the charge he incurred by going through his insurance for a replacement No further accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mrs [redacted] in regards to her Samsung HW-KSoundbar w/ Wireless Subwoofer that she ordered on 2/4/ Mrs [redacted] stated there was a promotion for a free pair of SWA-8000s rear speakers was being offered with the purchase of a HW-KSoundbar w/ Wireless Subwoofer E-Commerce reviewed the order and the system showed that the promotional item was not included on the order E-Commerce informed Mrs [redacted] of the terms and conditions for Samsung promotions which states: "Must be 18+ & US/DC residentParticipants who make a Qualifying Purchase on Samsung.com will have their Gift automatically added to their cart, and price of Gift will be reduced to $automatically at the time of purchase, and will not qualify to submit an offer claim on samsungpromotions.comMust check out with the qualifying product and Gift in same transactionLimit Gift per Qualifying PurchaseQualifying Purchase can only be used to redeem Samsung offerIf Qualifying Purchase is returned, customer will forfeit GiftVoid where prohibited or restricted by lawGift subject to availabilityCannot be combined with any other Samsung, Carrier or National Retailer offersAdditional restrictions applyTaxes, shipping fees and other costs may apply" E-Commerce informed Mrs [redacted] because the promotion was not included in the order, her request to receive the product could not be granted We apologize for any inconveniences and delays the customer may have experienced with this case Thank you Tell us why here

Tell us why here...We appreciate your patronage here at Samsung Telecommunications and we strive for the best in customer satisfactionWe understand that sometimes situations occur and we apologize for the inconvenienceA transaction has been created for the replacement of your product .A UPS pre-paid mailer has been shipped for the retrieval of your deviceFor order status please contact Samsung at ###-###-####Thank you

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, a refund was submitted for the product that the customer did not receiveThe customer can expect to receive their funds within 3-business daysThe refund number [redacted] has been created for the transaction amount 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

Our files indicate that the customer’s complaint regarding Model # [redacted] has been reviewed an additional time per customer’s rebuttal requestBased on the information we have in our system we will have to reiterate our decision that we made previouslyUpon review the picture(s) provided, the impact point is considered cosmetic/physical damage which is not covered under warrantyThe customer admitted that while driving his vehicle hit a bump and the unit bouncedWe have attached a picture of the damages on the unit for your referenceUnfortunately, Samsung will not accommodate the customer’s request for a refund or replacement 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, Monday through Friday and refer to case # [redacted] Thank you

Upon further review of Mr [redacted] complaint, our system shows a refund in the amount of $1,051.38; reference Txt# [redacted] was issued on 10/24/as a Direct Deposit to his account In addition, our system also shows a compensation request in the amount of $200.00; reference Txt# [redacted] was submitted on 10/24/for food loss On 10/27/17, a Compensation ReqSubmitted email was sent to Mr [redacted] email on file, notifying him that the compensation has been submitted for approval On 10/28/17, a Compensation ReqApproved e-mail was sent notifying Mr [redacted] that the refund has been approved and a Compensation ReqProcessing e-mail notifying him that the check is being processed to be issued for payment in the system Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

We have confirmed receipt of your product For status update please conatct 1- [redacted] , Monday-Friday 8AM - 10PM CST.Thank you

Complaint: [redacted] I am rejecting this response because:The Samsung rep was rude and insulting, as I stated beforeDid not acknowledge or address my entire complaint, just the portion that had a resolution in process at the time of this complaintI would like for another (different) rep to contact me, because the initial rep did not handle the complaint/situation properly Regards, [redacted]

[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: Please read below Re: complaint ID [redacted] I have e-mail MrAndrew L at Samsung in the Ridgefield Park, New Jersey office asking him if the television was tested before they send it to meBut he did not answer my questionSo far I do not have a delivery date and no one from Samsung has contacted me as to when I can expect deliveryIf the second television is damaged again because no one took the time to test it first then I will file a formal complaint against Samsung with the Court in [redacted] for damages and for court feesThis has been going on now for one monthIt should not take that long to resolve this issueThank You [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his memory card promotion Our system shows Mr [redacted] placed an order for SEdge mobile devices which were offered with a free Micro SD PRO+ 128GB Memory Card w/ Adapter for each deviceMr [redacted] received both mobile devices but only memory card The tracking for one of the memory cards show "label created" and was never delivered Since the missing memory card was a promotional gift and Mr [redacted] was not charged for the product, Samsung will provide him with a promotion code in the amount of $for the value of the memory card A request for a promotion code has been submitted and will be provided to him once issuedWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Please be advised that Wal-Mart is an authorized dealer, however, dependent upon the product purchased, and cellular service provider used; Samsung may not be able to provide warranty service.In this instance Samsung is unable to provide repair service for the Gear Fit due to the fact the receipt provided does not indicate the place of purchase for the itemValid proof of purchase receipts includes: Place of Purchase, Date of Purchase and Item Purchased (including serial # or IMEI # for that product)Wal-Mart includes their company name on all purchase receipts.Until a valid receipt is provided Samsung cannot authorize service

As per Samsung E-commerce division [redacted] was has been given a replacement code 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# [redacted] 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 meI will mention that Samsung really didn't own this problem until I filed this Revdex.com complaint, and for that, I'm thankful this website exists

Upon further review of Mr [redacted] complaint, our system shows a refund in the amount of $150.00; reference Refund number [redacted] was processed today, 10/05/for the Tracharge Please allow 3-business days to see the funds reflected back on the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Ms [redacted] claim in regards to her phone Our system shows the agent who handled the claim spoke with Ms [redacted] on 6/22/to discuss the claim Ms [redacted] informed the agent that she would like further information regarding the parts needed for the repair The agent called RSI on behalf of Ms [redacted] and was advised that there was no information from the tech to be provided to herThe agent explained to Ms [redacted] that the issue with the device was not a Samsung update but an Android update which was enforced by her carrier and GoogleThe agent advised that in order for Samsung to rectify the situation, Ms [redacted] would have to pay for the repair because the device has been OOW (Out of warranty) for over a year monthsOther than OOW service, no accommodations can be made for the claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his concern about being charged when he placed his order Our system shows that Mr [redacted] used [redacted] Credit as his payment method when he placed the order When an order is placed using [redacted] , it is automatically charged in their system Samsung has no control over how [redacted] operates when it comes to processing charges However E-Commerce has advised that after reviewing Mr [redacted] order, it was shipped via FedEx; reference FedEx tracking # [redacted] and was delivered on 9/27/to the address on fileThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr***’s claim in regards to his phone Our system shows the agent who handled the claim spoke with Mr [redacted] on 5/08/and offered service for the device Mr [redacted] declined to send the device in for service againMr [redacted] stated the phone was serviced through [redacted] and they cannot assist him so he would like a replacement from Samsung Mr [redacted] also mentioned that screen which was replaced on a previous repair is bleedingThis would be considered physical damage and would void the warranty The agent advised Mr [redacted] that the warranty is a service warranty and if the phone is not working, he can submit the phone for service againMr [redacted] informed the agent that he will take other measures in reference to the phone No accommodations other than service will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung submitted a request for refund of the washer and dryer, reference Txt# [redacted] The damages will be reported to SFM carrier for handling 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: Their claim that there is evidence of physical damage to the TV is completely untrueThey made this determination based on photos that were sent to them by a service technicianThere is no way to make that call based on photosThere is absolutely no evidence whatsoever, no dents, no scrapes, no scratches, no cracks, not one single blemish of any kindMy husband and I are the ONLY people in our home and I can guarantee you that neither of us damaged this TVThey continue to make this claim that there is damage on the inside of the screen without ANY damage whatsoever to the outside of the TVQuite simply put, that is impossible! Regards, [redacted] ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Based on the guidelines set forth by the US Galaxy Note Exchange Program the consumer must contact the place of purchase in order to fulfill the exchange process If the item was not purchased directly through Samsung.com the product exchange must be completed by the place of purchase, or the carrier.Thank you