Samsung Electronics America

Samsung has contacted Mr [redacted] regarding his concerns Mr [redacted] has been submitted for a full refund of his washing machine The transaction number for the refund is [redacted] 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.In order to receive refund the product must first be returned At this time Samsung is working diligently to complete the process for product return Return instructions will be provided as soon as feedback is available.Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorAt this time the unit in question is beyond the original warranty terms, thereby, making any repair fees the responsibility of the consumerHowever, we understand the customer’s concerns on this topic and are therefore, offering a one-time out of warranty part(s) accommodation if the customer wishes to have the unit repaired through an authorized Samsung service providerThe customer will be responsible for any associated trip or labor feesWe have updated the current repair transaction referenced with the offered part(s) coverage, so it is available if the customer would like to move forward with repairWe 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

I am rejecting this response because: Samsung states that I made the purchase on 11/23/and that the warranty is good for days from the day one places their order (I find it VERY ridiculous that a warranty starts before you even get a product in your home to begin with)I did not receive the television until December 2nd or 3rdI located my credit card statement and Samsung made the transaction on 11/26/Therefore, the purchase date would be 11/26/14, not 11/23/Ergo, the days expires 12/26/If they say I made the call on 12/25/14, then that is less than days! I am within the days for a full return!!!! I can certainly mail a copy of my credit card statement to whomever requires itSamsung's claim that someone told me on my first call that I was out of the day return period is falseUpfront, I asked for a new television and was told someone would get back to meSomeone got back to me, but it was to fix the television, not replace it.How can a conglomerate as big as Samsung not replace a television that goes pink after less than months???? I paid $total for this television and cannot accept the fact that it has a malfunction in less than month! I wish to pursue a new television at no cost to me to obtain a replacementOtherwise, I do not want this television and want a full refund

Thank you Again, we sincerely apologize for any 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 employeesWe will be sure to forward your feedback along to the appropriate parties for further review and coaching opportunitiesAs previously mentioned, we will be shipping the replacement to the address below upon its return to Samsung (expected arrival is 3/20/15)A request to expedite return shipment to you has been made We would expect arrival of this unit to you no later than Tuesday of next week, however, it may arrive soonerThank you

Complaint: [redacted] I am rejecting this response because: Samsung needs to be responsible for their lack of company communication between the customer and the certified repair people and not backing up the product that they sell Maybe they should tell customers their product only last years and how much of a hassle it is to try to get somebody to work on their product I did everything Samsung asked me to do and then some!.....I spent my time and money on service calls to get the washer fixed but its still broke....sorry I guess the gear boxes go out all of the time! If somebody from Samsung would actually take the time and look and listen to all the calls that I have placed, and see that this is not a good business practice, maybe they would see my point of view instead of counting their millions Samsung ask yourself how practical it would be for your company to rebuild your factories every 3-years? Somehow I think your response might be different.......welcome to my shoes.Regards, [redacted] ***

Samsung has reviewed Mr [redacted] claim in regards to his refrigerator Our system shows a refund request in the amount of $769.36; reference Txt# [redacted] was submitted for the unit On 6/28/17, a Response Required for Refund Process e-mail was sent to Mr [redacted] email on file with the acceptance document attached, along with instructions that are required to proceed with the refund Once Mr [redacted] sends in the acceptance document, the Refund Deptwill be able to process the refund Please have Mr [redacted] send in the acceptance document along with all required information at his earliest convenience in order to proceed with the claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung's inability to service out of warranty by date or condition devices is not related to Noteproduct issuesWarranty has always stated physical damage and products outside of the one year period were a void of warranty.We do apologize for any inconvenience this may cause.Thank you

Samsung has contacted the customer regarding their concerns with their televisionSamsung would like to confirm the serial number on the unitThe customer stated that the television is on the wall and will retrieve the correct serial number once the television is taken down A message was left today on the customer’s voicemailWe are awaiting the customers’ response We 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 EST, Monday through Friday and refer to case [redacted] Thank you

Samsung has contacted the customer regarding their washerThe customer has been educated of the voluntary recall program optionsThe customer is unhappy about the resolution and we advised that the options available are the appropriate resolutionWe 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

Upon further review of the customer’s file, we have offered the customer a refund on her Note and she has accepted 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 the customer regarding their concerns with their RefrigeratorSamsung has been notified the customer has made contact & arrangements with Dealer Support for an exchangeWe 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

Samsung has reviewed Mr. [redacted] claim in regards to his phone. Our system shows the agent who handled the claim submitted a service request; reference Txt# [redacted] for the device. The device was received on 8/09/17, a service order expedited was submitted and the device... was repaired and shipped back to Mr. [redacted] on 8/10/17 to the address on file. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has reviewed Mr. [redacted] complaint in regards to his refund and compensation requests. Our system shows the acceptance documents required to process the refund was received and uploaded into the system. A Refund Payment Requested e-mail was sent on 9/07/17 to Mr. [redacted] email on file informing him that the refund is being processed for payment. Mr. [redacted] will also receive a Refund Payment Processing e-mail informing him that the refund is being processed to be issued. Once the check has been issued, Mr. [redacted] will receive a Refund Check Issued e-mail informing him that the check has been issued for payment. In regards to the compensation, our system shows the compensation request in the amount of $150.00; reference Txt# [redacted] has been resubmitted for approval and processing. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has reviewed Mrs. [redacted] complaint in regards to her printer and toners. Our system shows the agent who handled the complaint spoke with Mrs. [redacted] on 8/10/17 and advised her that after verifying that there was no trouble found with her unit and toner, Samsung will not be... able to fulfill her request for a refund. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

As per Samsung e-commerce the customer wanted to request a modification on his order to receive product sooner. The customer was informed that Samsung.com orders cannot be... modified once order is placed and stated the estimated restock date 12/18/16 for the product. We apologize again 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. Thank you

Complaint: [redacted] I am rejecting this response because: Well this has been quite the chore, I recommending putting your resources to improving your warranty service. First the numbers did not work, luckily I reached a helpful employee who transferred me to the right department, That is when my 25 minute phone call took place to get a warranty request handled. However I was told that the usb cables would not be covered on most of my chargers because Samsung only covers the charger and cable together. Since my cables and adapters failed at separate times I ordered replacement Samsung cables and chargers separately except for 3 occasions. So out of all the chargers I have sitting here they will only cover three. Also I was told originally that the Chargers again weren't covered because of the Amazon purchase through Samsung, however once I asked to record the call and informed them of this complaint they pushed it through. The chargers I send in would have to be inspected which takes 8-10 business days plus 2 days of shipping. I already sold my Samsung Gear Fit and replaced it with a Fitbit due to the poor handling of this complaint thus far. Next on the list is the Samsung Galaxy S6, Galaxy Tablet and all the accessories I bought for them. If anyone at Samsung would like to save my business , making me jump though hoops in this long warranty process is not the way to do it. To wrap up my response, this is a cumbersome, lengthy task that doesn't guarantee my chargers are covered, and we are also positive that most of my chargers won't be covered because I bought Samsung cables separately when the originals no longer worked. I suggest who ever is handling the BBB complaints with Samsung to call me directly with an option to quickly replace all of my failed equipment. Regards, [redacted] ***

The above number is the claim that you helped me with to contact Samsung about my recall washer. I purchased a new Samsung washer at [redacted] on November 16th 2016 and scheduled a delivery and pickup for the old recalled washer on November 25th 2016. [redacted] in [redacted] [redacted] *** was the company that [redacted] contracts with for delivery and haul away. On that day we forgot to pull off the sticker on the back of the recalled washer. When I realized it I tried to contact the next morning and they said it had already gone to the scrap yard but Samsung could contact them. I do have the paper from [redacted] that says I paid the $15 haul away fee and I have the receipt from [redacted] showing where they picked it up and hauled it away. I contacted Samsung and explained it to them and they said basically too bad you will not get your $617 refund. I'm just devastated and very upset because I did buy this in good faith. I hope you can help thank you. [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did agreed to the option they provided that was to change the top of the equipment but it is important to let you know that this was the ONLY option they gave me and and had NO other choice. I still feel that they product is not made with a poor quality material and also I'm not happy about Samsung using a third party company for services and this add more difficulties while trying to resolve a problem. Regards, [redacted]

Samsung has contacted E-Commerce regarding their concerns. As per E-Commerce, the customer was contacted on 7/7. The customer was informed that unfortunately the promotion... for the free portable SSD and e-gift certificate for 10%of the value of purchase is no longer available. The customer entered the order on the last day of the promotion and placed a replacement order three weeks after the promotion ended A refund for his order has been credited back successfully on 6/28/16. 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.