Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: Samsung did it again! It turned out that the problem was not only installation (I had a contractor rectify that part): the dryer stalls and I need to run it 2-times to get the clothes dried I called Samsung again and they did exactly the same thing: gave me an appointment, which the company that is the ONLY ONE REPAIRING SAMSUNG IN THE AREA can not honor It's been now over three weeks that I don't have a drier and hopefully it will be service on 8/30/when I could get an appointmentSamsung works with a lousy service company, who does not have enough people to service a big city like [redacted] This is not right! Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Dear Sir/Madam, it has been six months even since you received my units, claiming that it takes so long to process such a small amount of phones is unreasonable and absurd As of right now Samsung had more than plenty of time to go through them one-by-one even if you would've processed only two units per week It has been almost a month since I brought this to Revdex.com attention and so far even after Revdex.com began looking into this matter you still can't close the case and wasn't able to come up with nothing more than the generic excuse You had plenty of time please go ahead and close the case and refund me my money thank you Regards, [redacted]

Samsung has reviewed Mr [redacted] ’ claim in regards to his microwave Our system shows the agent handling the claim offered him a refund; reference Txt# [redacted] which he previously declined The agent tried to contact Mr [redacted] again today, 5/30/to discuss the refund again but was not able to reach him Please have Mr [redacted] contact the agent if he would like to proceed with the refund offer We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

I am rejecting this response because:I want to know why I spent hours of my time emailing and speaking to different people within the Samsung organization and they all told me that I could not order the part The day I filed this complaint, I called a local appliance repair place that had previously told me the part was no longer made and they didn't know of a replacement, but on this day the lady gave me a part number for a replacement part, I stopped at Sears and ordered the part It was totally unnecessary for me to have spent the time I did on this problem I responded to the email I got from Samsung about my complaint but am yet to hear a response

I am rejecting this response because: The business showed very little interest in assisting meThe customer care representative barely wanted to hear the issue when speaking to me and would over talk me during explanationThe basic "scripted" response was given to me during this conversation and while purchasing two devices I expected much more concern over my problems

Samsung has reviewed Ms [redacted] claim in regards to her refund Our system shows the refund was processed on 4/05/and is scheduled to go out on Thursday, 4/06/to the address on file Please allow for 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 caseThank you

Samsung has reviewed Mrs [redacted] claim in regards to her microwave Our system shows a refund in the amount of $196.45; reference Txt# [redacted] was submitted for the unit due to no coverage in her area Mrs [redacted] was advised to hold on to the unit until being contacted by the Exchange and Refunds Deptwith further instructionsWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has attempted to contact Mr [redacted] at the numbers(###-###-#### & ###-###-####) but has been unsuccessful A message was left, please contact href="mailto:[email protected]"> [redacted] so that we may be of assistance 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 continues to be dishonest in their communications with usAt no time has Samsung called either me or my husband back, a complaint we have raised several timesWe have been promised numerous calls but never have received anyThe voicemail described above was never left and/or receivedThe description of their warranty service has also changed during almost every phone call we have with ECR and now in their email response Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I NEVER accepted any offerI responded directly back to the "PRESIDENTS OFFICE" however received no response I have included my response to them below: I appreciate the time you took to copy and paste your template over my file information I work for the worlds largest manufacturer's of appliances (in the Corporate Executive Office / Legal Division) and know exactly how warranty's work and couldn't agree more that outside of that warranty it is typically the consumers responsibility for cost of repairs however, I also understand the importance of Customer Service I spent over 10,dollars with your company from Appliances, Phones, Watches, Tablets, and TV's (multiple) including Christmas gifts for my friends and family this year and your offer is to cover the cheapest part of the repair, still make your consumer who you "Value your relationship with" drive OVER AN HOUR to a repair shop that cannot service the TV until AFTER Christmas The federal Magnuson-Moss Warranty Act specifies what must be provided by a “full” warranty: A defective product will be fixed (or replaced) without chargeThis includes removal and installationSo what your saying is that this model of TV is only Designed to Last Exactly Two years? So with the value of the TV being $1,I paid $a year to use your product The MICHIGAN CONSUMER PROTECTION ACT (EXCERPT) Act of 1976; Unfair, unconscionable, or deceptive methods, acts, or practices in conduct of trade or commerce; rules; applicability of subsection (1)(hh) would state otherwise Please arrange to have an authorized service company come to my house to repair the product They may reach me at [redacted] .Regards, Regards, [redacted] ***

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have advised to the customer that our research shows this unit’s original month manufacturer’s limited warranty expired 12/31/based on the information currently on fileWe understand that the customer has been advised there are no accommodations available for this unit; although this is accurate, we have offered an exception in this caseSamsung is offering a one-time out of warranty part(s) and labor accommodation if repaired through an authorized Samsung service providerWe have taken the liberty of setting up a repair request showing the parts and labor coveragePlease allow the local authorized repair facility business days to make contact with the customer for schedulingService transaction reference number: [redacted] (Please note this offer will be void if there is any indication or determination of physical damage at the time of serviceThe repair request will return to an out of warranty service call and the customer will be responsible for all associated fees.) 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 to address their concerns regarding their Samsung washerWe have offered a repair for the customer and the customer has accepted our proposed accommodation 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 about their television The customer has been set up for a return and a pre-paid label has been sent to herWe 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 FridayThank you

Dear Mr [redacted] : Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you were experiencing an issue with your Samsung Galaxy Sphone and have lost you as a consumer The feedback you provided is vital to Samsung and our commitment and dedication to our products and services In relation to the IMEI number for the device that was returned to you after repair at our service center, Samsung is currently investigating how this could have happened and will implement steps to ensure this does not happen again in the future We apologize for any inconveniences and delays you may have experienced with this case.Sincerely,Samsung Office of the President

According to our files, Samsung has contacted the customer regarding the customer’s unit model # PN43F4500AFXZA Samsung has reviewed the customer’s file and understand that the damage to the customer’s unit has been determined to be physical damage by our product support staffSamsung warranty outlines that any type of damage physical or cosmetic is not covered under warrantyUnfortunately, we will not be able to accommodate the customer’s request for a replacement or refundAfter review of the file history for customer satisfaction, the customer has been offered a one-time part(s) accommodation to assist in the repair of their unitPlease understand the offer provided is the only accommodation that can be made in this case and there are no additional modifications that can be madeIf the customer would like to move forward with this offer please contact us and we would be happy to setup the service repair ticket on their behalfWe 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

The customer states” Here is the pice of paper with the proof of my eligibility.” In the Revdex.com complaintThere is no attachment, please have the customer attach the document 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 FridayThank you

Upon further research of the customer’s file, the customer has been provided the tracking number for her refund check and was delivered on 1/25/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 reviewed Ms [redacted] ’ claim again in regards apps on her phone and service The agent who handled her claim explained to her that in the event that the technician is not able to repair the unit, Samsung would look into other possible accommodations The agent sent anther email on 3/28/in regards to service: ***, The only option is service if there is an issue with the applicationsI do apologize that this is not a sufficient solution for you, unfortunately, this is the only solution at this timeIn regards to your request for the case to be escalated, you’ve reached the corporate office and our resolution is on behalf of the president/CEO There is no further point of escalation As stated previously, we certainly care about our customers and want to make them happy as often as we can by providing accommodations as much as we can, where we canRegrettably, the resolution provided previously had not changed We would not be able to grant your request for a refund for your phone If you would like, we can provide you with information to one of our authorized service centers who could conduct an evaluation of the product(s) to see if there is in fact a defect If defects are found by the authorized service technician, at that point we would look into any available accommodations This evaluation would be free of charge, being that you are still within the warranty Please let me know if you would like the information to the authorized service center Again, I apologize that we cannot meet your request.Please have Ms [redacted] respond to the agents email if she would like to proceed We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have offered the customer a buyback (refund)The customer has accepted our offer and we have advised that our refund department will reach out to him a few days with further instructionsWe 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

I am rejecting this response because:My charger isn't fast charging but will slow chargeIt is under warranty so I fail to see why I must send it in before receiving a replacementIf I send it in then I am unable to charge my phone at allI will then, with a few hours, will not be able to use my phone until company replaces chargerI pay for my phone service and should be able to use itI am not trying to rip off Samsung but they treat me as if I amI am the one being punished for defective equipment Regards, Mary Thomas