Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: The time lines are ridiculous and it has been business days since I heard anything regarding my damage claim, I have a room that I cannot use and is dismantled I was told it would take up to business days and that is today all that I know is that my claim is at the office of the president, which is impossible to get ahold of I had executive customer relations send them an e-mail I managed to get through to them via the operator at Samsung but all I get is voicemailHow much longer do I need to wait to get this damage repaired, which is water damage could potentially cost me more money and I will not be paying a dime, because it was there washer that leaked water everywhere causing the damage which I asked to be replaced and they won't replace until a tech deems it unrepairable or defective and it took them a week to just tell me that information They can't honor any time lines and in my very honest opinion they need to get out of the appliance business if or get stricter quality control, because it is ridiculous that I spent 500+ for a brand new machine that has to be repairedThis needs to be resolved immediately before I have to take other actions, perhaps of the legal kind Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I am rejecting this because Samsung is RIDICULOUS! I was suppose to get the $promotion on January 1st as this expires on March 15thI got an email on March 2nd with a $certificate but I have to use it by March 15th as that's when it expiresI would like to reason with you hereAfter arguing with Samsung about my reward submission for several weeks now and finally filling a complaint against you with the Revdex.com, you send me the certificate to be used before March 15thDo you realize what day you sent that? do you realize that I should have received this certificate on January 1st? Samsung's unethical business practice of pushing the customer, me, around until I have to file a complaint to receive what I was promised is astonishingTo add insult to injury, you don't even give me weeks, not week and not even a mere weeks to decide on what I would like to use my certificate forThis leads me to believe, that Samsung have done this with the sole purpose of making me miss the deadline, which is the equivalent of not having received the certificate to begin with.it's not only troublesome the way Samsung's business practices are but it is also worrisome about the direction Samsung as a company and their different divisions are going based on what I had to go through.I responded back to the person that sent me the certificate, but just like Samsung, she didn't care or let alone respond to my email.I hope you take my concerns into consideration, prove me wrong and remedy the situation by either extending the certificate expiration date, or creating another viable solution that doesn't require compromise on my partRegards, [redacted] ***

Samsung has reviewed Mr [redacted] claim in regards to his television Our system shows the agent who handled the complaint spoke with Mr [redacted] on 9/29/and advised him that based on the information from the previous repair (reference Txt# [redacted] ), the unit has been deemed physically damage which voids Samsung’s warrantyThe agent advised Mr [redacted] that diagnosis shows that there are impact points on the screen of the unit which is classified as physical damage Due to the physical damage, Mr [redacted] would be responsible for the repair cost for the unitThe agent further advised that after the repair, Mr [redacted] warranty will be reinstated back to the original warranty Regrettably, due to the physical damage to the unit, no accommodations made for this claimThank 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 washerThe customer has confirmed the technician is to repair the unit on 12/1/We provided the customer with information if 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 # [redacted] Thank you

Our files indicate that the customer’s complaint regarding Model # WF405ATPASU/Ahas been reviewed an additional time per customer’s rebuttal requestSamsung has offered the customer a refund for her repair fees in the amount of $Regarding the laundry costs, respectfully, Samsung does not warranty uninterrupted use of this appliance, therefore laundry costs are not eligible for reimbursementWe 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 # [redacted] Thank you

Samsung has contacted the customer regarding their refrigeratorThe customer has been set up for a refund under transaction # [redacted] and informed to hold onto the unitWe 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 # [redacted] Thank you

Our files indicate that the customer’s request regarding his Samsung washer has been reviewed an additional time per customer rebuttal request We have addressed Mr***’s concerns and have offered a pro-rated buyback (refund)We apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted] Thank you

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, the customer was informed the order has shipped and was delivered on 12/14/ 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

Samsung has reviewed Ms [redacted] claim in regards to her phone Our system shows the agent handling the claim made several attempts to contact her by phone but have been unsuccessful in reaching her Please have Ms [redacted] return the agent’s phone call at her earliest convenience if she still needs assistance with her claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their washerThe customer has been set up for a refund under transaction # [redacted] 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 # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: Samsung's system is incorrect I was instructed to make the washer available for pickup, but was never told that availability meant being on my front steps No appointment was scheduled, the company arrived without notification and called from my home while I was at a volunteer worksite Samsung has been provided with an image of the washer decal It is Samsung's responsibility if they need further verification to dispatch a technician to verify their defective product and not burden their "valued customer" who has been inconvenienced for nearly months with a washer full of mold and water Please arrange for a technician to assist in the verification of the washer decal as soon as possible Thank you Regards, [redacted] ***

My complaint # [redacted] is resolved now

Samsung has reviewed Mr [redacted] complaint in regards to his phone The agent assigned to the claim spoke with Mr [redacted] on 9/13/and explained that the device had been deemed rooted by the service technician which is why it was returned unrepaired Mr [redacted] informed the agent that the device in question had been replaced by the retailer Based on this information and in conjunction with what we have in our system No accommodations can be made for this claim 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: I spoke a contact from Samsung on 4/and was advised the credit was requested and would be provided within to business daysHowever, I called my credit card company yesterday (4/11) and confirmed the credit has not been received Please keep this complaint open since the credit has not been provided Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # ME21F707MJT/AAWe have addressed MrTorres’ concerns and have offered a buyback (refund) as an accommodationThe customer has accepted and we have submitted the buyback request for approvalsWe 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 # [redacted] Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] Based off of the customer’s file history, we show that his tablet was factory refurbished by Samsung, which means it comes with a day warrantyAt this time, the customer’s warranty expired June 2014, which is why he has been denied repair cost assistanceWe greatly apologize, however, with the unit being refurbished and the retailer did provide on the receipt of purchase refurbished products do not come with the full year warranty, we will not be able to cover the cost of this repairWe apologize for any inconveniences and delays the customer may have experienced with this caseFor 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Upon review Samsung's records show you created a Service Ticket online for Samsung to evaluate a "screen sensor" issue on Galaxy Core Prime (Service Ticket #: [redacted] )Upon its delivery and evaluation by Samsung our technician found the LCD was severely damaged After two contact attempts for repair payment were made, and there was no response, the phone was returned unrepaired.Since this time you have contacted Samsung again requesting a new service ticket be created for repair of your phone This ticket has been processed (Ticket #: [redacted] ),however, Samsung is not able to email a new UPS Shipping E-label until credit card payment for the repairs is heldAgain, Samsung's charge is for the physical LCD damage found.If you wish to continue with service please contact Samsung Support at [redacted] , provide a credit card payment and then a new UPS label will be sent for return of your product in order to complete repairSamsung would not be able to honor request of a replacement device.Thank you

Samsung has reviewed Mr [redacted] claim in regards to being charge a $late fee Our system shows Mr [redacted] finance account is through [redacted] *** not directly through Samsung In addition, our E-Commerce Division is not authorized to apply late fees to any financed account [redacted] would be more efficient to help resolve Mr [redacted] complaint in regards to the $late he was charged No accommodations can be made for this claim Please have Mr [redacted] contact [redacted] directly for further assistance We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung as a courtesy will be able to provide customer with the refund requested with a valid proof of purchase receipt Customer has been contacted and has agreed to provide Samsung the proper documents A premailer will be sent to retrieve the original device contents Best Regards, Samsung Electronics America

Samsung provides no approval to [redacted] or [redacted] in regards to mobile phone repair or replacement Any determination made regarding consumer repair/replacement is solely at [redacted] or [redacted] discretion.If there is a dispute regarding the refund or return of a product the claim must be directed specifically to [redacted] Samsung would not be able to address or resolve this matter.Thank you