Samsung Electronics America

Samsung has contacted E-Commerce regarding the customer’s concerns. As per E-Commerce, a replacement is being processed for you. You will receive a tracking number for the unit as soon as tracking information is available. Please do proceed with the return process for the damaged product that you... received. We will just need the serial number for the damaged unit and pictures of the damage. We will be able to submit a prepaid label for you so that you are not responsible for any shipping charges. 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. Thank you.

Upon further review of Mrs. [redacted] complaint, our system shows the agent assigned to the claim attempted to contact her again on 10/27/17 but was unsuccessful in reaching her. The agent was able to leave Mrs. [redacted] a voice message as well as sent her an email advising that the previous resolution provided has not changed. Based on the information Mrs. [redacted] provided, the device has been deemed physically damaged which voided Samsung’s warranty and any repair to the unit would be at her expense. Due to the physical damage to the device, an exchange or refund cannot be granted for the device. Regrettably, Samsung’s stance remains the same. No accommodations can be made for this claim. However, if Mrs. [redacted] would like to proceed with OOW (out of warranty) service for the unit, please have her reply to the agents’ email or contact Samsung customer service for further assistance. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Dear Ms [redacted] : Thank you for being a valuable customer We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem your promotional item Sincerely,Samsung Office of the President

Complaint: [redacted] I am rejecting this response because: There is NO sign of physical damage to outsideof TVThere are other defects that are clearly internalThis TV was damaged when it was packed into box! No doubt and the idea that it was damaged by me is rediculousI am a y.oWoman with a bad back, there is no way I could have pulled a 55" tv out of the box If Samsung thinks it is the right thing to do to leave me with a $defective tv which has been messed up since I first turned it onthen they clearly do not value Customer Relations! Regards, [redacted]

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer was informed of the refund process as well as when ordering on Samsung.com, there may be slight delays in delivery time due to product status and the delivery companyIn order to process a refund, the unit must first be returned to the warehouseThe customer’s refund was applied to their account on 1/18/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 [redacted] *** complaint in regards to his phone Our system shows E-Commerce sent [redacted] ** a FedEx return shipping label on 9/21/in order to return the device A request was also sent to the warehouse to accept the device back into the Fulfillment Center Once E-Commerce has confirmed that the device is returned, a refund will be issued back to the account 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 understand that they will not change out the dryer but I still have a washer that is not workingI was told that they will issue me a full refund for the washer and that I have to wait to hours to get an email from Samsung with instructions on what to do nextI never received that email so I called and was told that I need to wait another to hours to get an email this was a week ago and I still have not heard back from Samsung with this email they keep telling me I am going to receivewe started this a month and a half ago to either get the washer fixed or get this issue resolved and they told me that they had no one to come out and fix the washer and still nothing has been done I have spoken to over different people and they all say someone will get back to me within to hours and no one gets back to me Regards, [redacted] ***

Samsung has made attempts to contact the customer via email; unfortunately the customer has not been availablePlease have the customer contact us at [redacted] with the purchase receipt 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 [redacted] 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 a refund for his washer/dryer and compensation for property damage Our system shows a refund request was submitted in the amount of $614.11; reference Txt# [redacted] for the washer and in the amount of $414.11; reference Txt# [redacted] for the dryer On 6/16/17, a Refund Payment Processing e-mail(s) was sent to Mr [redacted] email on file to inform him that the refunds are being processed for both units Once the check(s) has been issued, Mr [redacted] will receive a Refund Check Issued e-mail(s) informing him that the check(s) has been issued for payment In addition, a compensation check in the amount of $175.00; reference Txt# [redacted] was issued on 6/08/for the property damage Please allow for 7-business days after the compensation check has been mailed to receive it We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mrs [redacted] complaint in regards to a refund for her dishwasher Our system shows a refund check in the amount of $639.20; reference Txt# [redacted] was issued on 10/12/for the unit Please allow 7-business days after the check has been mailed to receive it Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr*** claim in regards to his Note refund Our system shows a refund in the amount of $889.00; reference Txt# [redacted] was issued on 6/20/for the device Please allow 7-business days after the check has been mailed to receive it We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Upon further review of Mr [redacted] concerns, we apologize for any inconvenience this issue may have caused At this time a full refund has been submitted for Mr [redacted] under transaction number [redacted] Mr [redacted] is aware that he will be contacted by the trucking company to pickup the television and refund will be released to him We apologize again for any inconvenience and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his $Google Play credit On 12/04/17, the Promotions team advised that Mr [redacted] was sent a new code via email and he should have received it a few days ago Please have Mr*** first check his email Inbox and then his SPAM/Junk folder to see if the email with the code is there Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of the customer’s file, the customer has been set up for an SRA Exchange 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

Complaint: [redacted] I am rejecting this response because: If Samsung cannot find a problem to their faulty equipment, a reasonable solution is for Samsung to replace the unit with a new model or refund me the full price paidI have emailed the email address provided to request the same Regards, [redacted] ***

Samsung has reviewed [redacted] complaint in regards to his television Our system shows a service request; reference [redacted] was submitted for repair of the unit The ASC will be in contact with [redacted] 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 attempted to contact Mr [redacted] in regards to his concerns with his television The agent informed him that the previous excel copy of the purchase order would not be considered as a valid Proof of Purchase The agent requested a hard copy of the original receipt so we can continue to look into the prorated buy-back (refund) and is awaiting a response from Mr [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

Samsung has contacted the customer via email regarding their TabletWe have apologized to the customer’s customer service experienceIf the customer should have any other concerns, please feel free to contact usWe 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 and refer to case # [redacted] Thank you

Samsung has contacted the customer regarding their washerThe customer has been educated on the voluntary recall program options availableThe customer was not happy with the options for her washerWe 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] complaint in regards to the Samsung promotion As per our Promotions Team, it is clearly stated in the terms and conditions that 50,is the limit on the bundles It also stated that the Oculus content bonus (estup to $value) is redeemable as a digital download from the Oculus store (“Oculus Content”) collectively “Bundle Gift” Please see the link below with the terms and conditions stating this information as well [redacted] Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case