Samsung Electronics America

Samsung has contacted Mr. [redacted] regarding his concerns with his refrigerator. The customer states the technician came out and determined the door need to be replaced in to which should have been identified during the initial repair. The customer states he has complete research online and... this issue appears to be an inherent problem and feels that Samsung should recall the product. Acknowledge Mr. [redacted] ’ feedback. Explain Samsung has not identified no known issues with the unit therefore a recall would not be warranted at this time. The customer states that he is currently scheduled for Wednesday 2/22 of next week and will see how it goes. The agent offered to follow up with the customer at that time; the customer accepts and understands. 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 Oven. Samsung has a reputation for building quality products and makes every effort to meet all customer expectations. We have reviewed the customer’s complaint, service history and pictures. Samsung’s Product... Evaluation team has reviewed the pictures as well. From the evaluation, we understand that there is a crack on the oven’s cooktop. The crack to the customer’s cooktop is considered physical damage. Samsung’s warranty outlines that any type of damage (physical or cosmetic) is not covered under the warranty and any repairs as a result are the customer’s responsibility. The customer may have the cooktop repaired, however, they will be responsible for the repair cost. 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] 7. Thank you.

Samsung has contacted the customer regarding their washer. The customer is being set up for an SRA exchange with their retailer under transaction # size="3" face="Calibri"> [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: Why would a brand new premium refrigerator's stainless steel doors rust within three months of delivery? How can that not be covered under the product's warranty? Why is rust specifically excluded and considered a cosmetic issue? We previously owned Samsung's predecessor model and had no issues over the course of ownership. What has changed? Has the stainless steel or the manufacturing process changed? I have never purchased a product with such a blatant defect where the manufacturer or retailer refused to address the defect in some way. Regards, [redacted]

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. Under the coverage section of the Samsung Standard Limited Warranty the original product must be returned to Samsung in order to receive warranty service. Without a physical device to... evaluate Samsung cannot determine a cause for the issue and provide resolution. Thank you

Complaint: [redacted] I am rejecting this response because: No phone call was ever received from [redacted] I had to work with the local repair company to get resolved and ultimately take another day off work. Regards, [redacted]

Samsung has reviewed Mr. [redacted] claim in regards to his Note7 refund. Our system shows his address has been updated, a refund in the amount of $948.29; reference Txt# [redacted] was reissued/processed on 4/04/17 and is scheduled to go out on Thursday, 4/06/17 to the new address on... file. Please allow 7-10 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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me at this point. In regards to this complaint I believe it should remain open until the transaction is completed fully, since it was extremely difficult to get a response even after 4 emails, 8 phone calls, (at least 4 phone calls were hung up on by Samsung). Each attempted phone call was documented, an email that was initially sent on May 3rd was replied back finally on May 16th. Another two emails that were sent were never returned, I decided to phone them again and ask for a supervisor. Previously I was on a phone call with Samsung Customer Service and was told I would be placed on hold, (I was not placed on hold and could hear their conversation). During this conversation the representative was talking about me with their supervisor, this conversation on Samsung's customer service side was belittling, them talking about their personal matters, and them "not wanting to help me" because I had filed a BBB complaint. (I could hear them reading through all the past emails I had sent). (though Samsung also cancelled an order of mine, that wasn't asked to be on May 8th). Thank you for your help with this matter BBB, I have been completely appalled with this experience with Samsung. If this is how they treat customers who spend thousands of dollars with them, this is not a business I will further my business with. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:What Samsung is saying is not truthful/accurate and here is why. Not at any point until I got the response from Samsung on 7/7/16 that anyone mentioned that my request for the VR device was accepted. I am not a mathematician but the VR offer ended on 6/30/16 and I never contacted them after that date. Please tell the truth Samsung as I have Sprint corporate to back me up on Samsung denying my request repeatedly before 6/30/16 and I think I deserve an apology/store credit for defamation of my character to BBB and wasting my time on this . Regards, [redacted]

Samsung e-commerce has contacted the customers that may have made an order of the televisions that had the incorrect price The pricing was incorrect on the website, and it was corrected Any orders that could be caught before shipment were caught, and cancelledPlease note that our terms and conditions clearly state that we are not responsible for errors in pricing Samsung will not be honoring this offer 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

Complaint: [redacted] I am rejecting this response because: It has been weeks and I still have not received my check Regards, [redacted] ***

I am rejecting this response because: I did pay more than $dollars you purchased my tv which I paid for back from me and put that money along with the additional $towards the new tvDon't act like you sold me a $1,tv for $And I didn't give you my $1,tv for freeNot to mention your shipper damaged the new tv and you swept it under the rug

Samsung has contacted the customer regarding their dishwasherThe customer’s complaint has been set to the Product Liability department and they have been requested to provide claim details and will receive an update once a resolution has been providedWe 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 refrigeratorThe customer will follow up once she has obtained her purchase receipt from the retailer for further accommodationsWe 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 again in regards to his washer The agent that handled his claim called and spoke with Mr [redacted] regarding his response to the Revdex.com and advised as per Samsung Engineering and the technician that looked at the unit, it did not show any signs of defects and is working up to specifications The agent informed Mr [redacted] that no further accommodations can be made at this time We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

[redacted] Revdex.com Response ***Upon further review of the customer’s file, we have contacted the customer and informed the customer the dryer is not part of the recall voluntary programThe dryer has its own individual warrantyWe 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 regarding their tabletThe customer has been provided a gift card for the customer’s accessories that were not received after repairWe 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 Samsung Smart refrigerator Our system shows the agent who handled the claim was able to provide Mr [redacted] with some additional trouble shooting steps and he was able to connect to the unit with his wife’s phone 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 the customer to address their concerns regarding their Samsung washer however we were unable to reach themWe left a message to advise that we can offer parts only repair accommodation leaving them responsible for any trip/labor feesWe also advised that we do see that the unit is set up for service and asked the customer to follow up with us directly in reference to the repair for the unitCurrently, we are waiting to hear back from the customerIf you speak with the customer please ask them to contact us directly at the number provided belowWe 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: This is in no way a response to my rebuttalThey address nothing I pointed out in my email and again relied on insufficient evidence to make an supported decision It is clear they are digging in their heels and refusing to remedy their very poor construction on this product I am disgusted with this behavior and will not purchase another item from this company going forward Regards, [redacted]