Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: I do appreciate the complimentary service call The repair person basically told me that this "Odor" problem is an ongoing problem with front loading machines He recommended bleach (which I am unable to use because of septic), he also recommended another produce which is tablets that you put in the washer between washes He also said that he was 100% sure that there is mold formation under the drum I have been researching what chemicals are okay for my septic system I told the repair guy there is mold growing inside under the rubber seal that can only be removed by pulling up the seal and hand cleaning it, he advised me not to do that as over time this process could damage the seal.If I would have known that front loading machines are this high of maintenance, I would have never purchased one, as with time, the mold is getting progressive worse to handle.My next washer will definitely be a top loading machine.Thank you for everyone's timeSincerely, [redacted] Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorWe have advised to the customer that Samsung’s one-year limited manufacturer’s warranty is a service warrantyTherefore, if there is a defect with the workmanship is of concern and the unit is not functioning or cycling correctly Samsung is happy to fulfill the warranty by servicing the unitAfter further review, we show that the unit has been repaired and test as working properlyShould the customer need any further assistance please have the customer contact us direct at any timeWe 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, the customer’s issue regarding their washer has been addressedThe customer has been educated on the voluntary recall program optionsThe customer does not have the purchase receipt for their 3-year old washerWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWe have a long standing policy of clear and concise technical expertise at Samsung which also takes into account extraneous circumstances While we understand accidents do occur, it is our contention that our technicians report exactly what they find during the evaluation processWe do not speculate how the physical damage occurs Upon review of your handset physical damage was found at the charging partAlthough you have claimed there are known reports of this device having charging port concerns we must advise this information is not accurate Unfortunately, Samsung cannot honor your request of upgrade or replacementHowever, as a one-time out of warranty offer we can provide a courtesy free of charge repairIf you wish to proceed with repair please refer to the new Service Ticket of [redacted] Once your product is delivered to you today, you may return the handset to Samsung using the expedited [redacted] E-label which has been emailed to youShould you decline this offer Samsung must refer you to your local service provider for possible resolutionThank you

Upon further review of Ms [redacted] claim we do apologize as this is considered concealed damage which is not covered under the manufacturer warranty At this time there will be no accommodations Ms [redacted] will be responsible for the repair 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 claim# [redacted] Thank you

Samsung has reviewed Dr [redacted] ’ complaint in regards to receiving a damaged television Our system shows an E-Commerce agent sent Dr [redacted] a return shipping label on 9/27/via email to return the product Unfortunately, E-Commerce does not have a replacement program available at this time and so a refund will follow once product is returned to our Fulfillment center Please have Dr [redacted] return the unit (if he hasn’t already) at his earliest convenience in order for the refund to be processed in a timely manner Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

I purchased my refrigerator less than a year agoI have had additional problems in the past but this complaint is regarding the freezer not coolingI called customer service to report that all the food in my freezer was spoiled and that the freezer wasn't cooling properly (or at all.) I did all of the necessary troubleshooting steps and customer service was not helpful at allThey told me that a tech would be calling me in hrs to diagnose the problemI have been given the same run-around in the past without successI just want the appliance repaired or replaced in a timely mannerI have children at home and can't afford to wasting hundreds of dollars in spoiled food or not being able to store meats,etc I would accept refund, replacement, or timely repair as well as much better customer service

Thank you for your inquiryIf liquid damage was found during evaluation this may indicate the phone was not properly sealed when in contact with liquid, or the liquid contact was too severe Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time.In these circumstances, due to Samsung's policy concerning repair, it is no longer feasible to attempt to repair the phone because the cost associated may in most cases cost more than the actual value of the unit; consequently, the phones received in this condition into our North Texas repair facilities are shipped back to the customer unrepaired As a one-time courtesy Samsung will authorize the free of charge repair of the SM-Gdevice A new Service Ticket has been created for this repair, # 4129028037, and a UPS E-label has been emailed to [redacted] for return of the product Upon receipt of the device repair service will be provided and the product will be returned.Thank you

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, the customer is requesting to return the Galaxy SEdge LED view cover, goldThe customer purchased the item on 8/6/and the customer received the product on 8/12/The customer first made contact to our department on 10/27/and was informed the item is outside the return policyWe 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

Complaint: [redacted] I am rejecting this response because:I have been going back and forth with Samsung in regards to this matter for months, furthermore I informed them of the incorrect email and gave them my new email more than once, and before closing out my AOL email, I checked and had never received anything there either from Samsung The fact that I have been going back and forth with them on this and have been put on hold for long periods of time, told I can't speak with a supervisor and even hung up on is a clear indication of how they treat their customers Also the fact that I was bounced around so much to different supervisors and still wasn't helped is unacceptable All I want is a phone that works properly and for the amount of money I am paying for the phone I feel that I deserve that much As I also stated before my carrier wants me to deal with Samsung as the phone is still under warranty through Samsung Which I also have stated numerous times to different representativesI would just like my phone replaced with either a new one or a different model Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 0, and find that this resolution is satisfactory to me

Samsung has contacted the customer to address their concerns regarding their Samsung WasherSamsung has reviewed the customer’s request regarding the control panel lettering on their washerWe apologize for any inconveniences in the matter but based on the model code and serial number provided, the warranty on this unit lapsed approx06/Due to significant time the unit has been out of warranty, the repair costs are the responsibility of the owner and the customer is not eligible for any assistanceWe 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 to address their concerns regarding their Samsung Notebook PCWe have advised to the customer that further research with our product support team advised that such system configuration on the operating system are not covered under our limited manufacturer’s warranty therefore typically the customer would be responsible for the cost of re-imaging of the unit as the passcode setting was ultimately set up by the user In an effort to resolve this complaint, we offered the customer a one-time free-of-charge repair assistance with also covering the cost of re-imagingHowever, we did advise the customer that they would be responsible if issue reoccurs in the futureThe customer accepted our accommodation and we have set up a repair service on the customer’s behalfWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: There is no way the television was damaged from impact. Birds did not fly into it regardless of their technicians theory. Regards, [redacted] ***

Samsung has reviewed Ms. [redacted] claim in regards to her television. Our system shows the agent who handled the claim spoke with her on 6/01/17 and she informed the agent that the issue may be getting resolved. Ms. [redacted] will follow up with the agent if she still needs... assistance with the claim. We apologize for any inconveniences and delays the customer may have experienced with this case. Thank you

Complaint: [redacted] I am rejecting this response because: I still have not received my refund. I spoke to someone named Angel from the office of the president and he was supposed to get back with me on Monday with a tracking number for my refund I have sent several messages to him since then and still have not received a refund or a response Regards, [redacted]

Samsung has contacted the customer regarding their Dryer. The customer received a part for his dryer from [redacted] for repair. Samsung cannot send a technician to complete an out of warranty repair with a part he received. The out of warranty repair cost would be the responsibility of the customer due... to the unit being out of warranty since 2013. 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. Thank you

Complaint: [redacted] I am rejecting this response because: the email I received from Samsung basically said they would not replace the defective unit and tried to say that there was not enough ventilation around the refrigerator That is not at all correctThe technician that came out twice to my house specifically told Samsung (I was standing right next to him when he was on the phone and there was someone else here as well!) that there was plenty of ventilation and that was not the problemHe stated that he had seen this problem before, it was a problem with the refrigerator, not the amount of space around the unitHe said there was sufficient space around the unitThey are trying to make excuses so as not to fix/replace the unit and the cabinetryAnd I did respond to the the email they sent me Thank you! [redacted] Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorAt this time Samsung has recommend to the customer to move forward with an in-warranty repair for a 2nd opinionWe additionally advised to the customer that we have made contact with Lowes regarding their prior repairs and requested a copy of their service order history for our records since we have no service records on fileWe offered the customer our direct contact number should she need any further assistanceWe 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 washerUnfortunately, Samsung does not reimburse for sales taxNo further accommodations can be madeWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you