Samsung Electronics America

In reviewing the pictures on file and those we have received from the customer, we would not be able to offer cost assistance to get this repaired under warrantyWe do express in our warranty terms that any type of outside, (physical), damage is not covered under our limited manufacturer’s warrantyFor your reference, we have enclosed a copy of the customer’s unit’s warrantyPlease know that even though the crack looks like it is internal without any marks on the outside, an external impact can still be the causeThe screens have a protective film, so when this takes place the external panel may be protected but the internal panel is still left vulnerablePlease know that this determination is based off of Samsung engineers doing multiple, multiple tests on all of our televisionsThe only time we are able to duplicate a similar pattern to this is if the television received some type of impact externallyWe greatly apologize again, the only thing we could do is offer to have someone come out and repair the television at the customer’s costsAs indicated previously, the damage to the unit was not caused by any mechanical defect but by physical damage which is not covered under our limited warranty

Complaint: [redacted] I am rejecting this response because: Thats not good enough you want me to send my device so then I wont have a phone and then I have to pay for shipping and then pay for you guys to gix it the phone is designed to be water resistant I sent it to at&t regarding my issue if it comes back that my phone is water damaged then we are going to have a problem because you guys are advertising a product and showing commercials that its water resistant but it has water damage so im waiting for at&t to get back to me Regards, [redacted]

Samsung has contacted [redacted] regarding the customer’s concernsAs per [redacted] , the customer was rejected because there was no device purchased on the receipt that they submittedPlease submit a receipt that clearly shows that this customer purchased a Galaxy SWe 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 FridayThank you

Samsung has contacted the customer regarding their TabletThe customer has been approved for refund due to multiple repairs 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] /AAWe understand from the customer’s claim that they have requested warranty coverage on a cosmetic issue with the unitTypically a stainless steel unit will not “rust” but it can become stained which is a result of maintenanceHowever, to fully evaluate the claim Samsung requested a few photos of the concern from the customer to send to our product support teamAfter our product support team evaluated the provided pictures they identified this concern as staining and not rustAlthough we seldom recommend a product, our support team favors [redacted] They find this product, when the directions are followed, will help remove the stainingWith this being said we cannot honor the customer’s request for warranty coverageWe 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

As previously mentioned Samsung will be reviewing your previous contact in order to provide coaching/training opportunities where neededWe must also again advise that Samsung's warranty calls for the product to be shipped for evaluation and warranty repair Samsung cannot warrant refund of the Gear S You are welcome to contact Samsung Customer Support or Executive Customer Relations and arrange shipment of the product for warranty service at your earliest convenienceThank you

We understand the product may not be damaged, however, if the phone is missing parts it will need to be shipped to Samsung’s repair facility for repair Contact will need to be made with Samsung Customer Support to arrange shipment of the device once time allowsThank you

Upon further review of Mr [redacted] ’ concerns regarding his device We apologize for the issue you may be experiencing and any inconvenience this may have caused At this time and we do apologize however the response will remain the same There will be no accommodations due to the device is an international model We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed [redacted] complaint in regards to his washer Our system shows the agent assigned to the claim has been communicating with [redacted] (up on till 12/22/18) via email discussing the case The agent explained to [redacted] the terms and conditions of Samsung’s warranty for the unit [redacted] unit is OOW (out of warranty) and unfortunately any repair would be an out of pocket expense The agent further explained to [redacted] that due to the unit being OOW (out of warranty) and outside of any grace period to offer an accommodation, Samsung would not be able to provide any further assistance Regrettably, 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: Ihave still not received the TV'S or a refund Regards, [redacted] ***

Samsung has reviewed Mr [redacted] complaint in regards to a refund for his returned Samsung.com order Our system shows E-Commerce processed a refund in the amount of $1,720.23; reference confirmation number [redacted] which was issued back to the original method of paymentPlease allow 3-business days to see the funds reflected back on the accountThank 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 battery pack Our system shows the agent handling her claim made several attempts to contact her by phone and email The 1st attempt was a phone call to ###-###-#### on 3/08/at 10:and 10:am but was unable to leave a message due to no mailbox set up The agent followed up the call with an email to [redacted] to contact the agent handling her claim The 2nd attempt was another phone call on 3/09/at 11:am but was unable to leave a message due to no mailbox set up; agent followed up with another email The 3rd attempt was on 3/10/at 1:pm and again the agent was unable to leave a message due to no mailbox set up The agent sent a final follow up by email informing we have made several attempts to reach her with no success and to contact them for further assistance Up to date, the agent still has not been contacted by Ms [redacted] to proceed with her concerns in her claim Please have Ms [redacted] contact the agent; reference Txt# [redacted] for further assistanceWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Ms [redacted] claim in regards to removing the abc mouse from kids mode and fix the error of downloading lego apps Our system shows the agent handling her claim made several attempts to contact her and was not able to reach her The agent several voice messages with their contact information for her to call back Please have Ms [redacted] return the agents call for further assistance with the claimWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionAs an accommodation, we have offered the customer an exchange through us directlyThe customer has accepted our accommodation offer and we then explained that our exchange department will reach out to him with further instructionsWe 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 headphones with his Samsung.com order Our system shows that per the terms and conditions of the offer, the participant will receive an Entertainment Kit-bundle which includes a Clear View standing cover for his/her Galaxy Sor Galaxy S8+ device (est$value) and a Samsung 64GB MicroSD EVO+ memory card (est$value) plus a 6-month Netflix subscription (est$value - collectively “Gift”) on the “stream” subscription plan The Netflix subscription ( [redacted] /) is valid for months after redemption and may be applied to existing or newly formed accounts There were no headphones included in this offer 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

Samsung has contacted the customer to address their concerns regarding their Samsung refrigerator We have advised to the customer that our limited one-year warranty is for repair services and not replacement of productThe accommodation offered was due to the fact that the product has been deemed as un-repairableThe customer has accepted the buy-back (refund) accommodationWe 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 reviewed Mr [redacted] claim in regards to his phone Our system shows the agent handling the claim submitted an exchange request; reference Txt# [redacted] for the device The new device was shipped out; reference UPS Tracking # [redacted] today, 7/06/and Mr [redacted] should expect to receive the new phone within 1-business days We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer’s refund was successfully credited back on 11/27/A refund confirmation email was sent to the customer on 11/27/The customer has also been informed of the following informationWe 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

Samsung has followed up with the customer regarding their washerThe customer has confirmed the unit has been repaired and working properlyWe 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

Please be advised the above complaint has been resolved and no further action is necessary