Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: I was instructed by Samsung to file a claim with ***. A claim was filed by me on 5/7/15. I was told that the claim number would be the [redacted] Tracking #. [redacted] ***.. Per ***, this package was picked up from my location on 5/8/15 and delivered back to Samsung. Samsung was aware of the issue. Thanking you in advance. Regards, [redacted] ***

Samsung has contacted the customer regarding their Galaxy S5. The customer has been offered a one-time free of charge accommodation and the customer has accepted. 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: I received an email that they have requested a new TV to be sent to us but said it would take an additional 6 - 8 weeks and we still have not received a return label to send the broken tv back. Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # NP700Z3A-S06US. Samsung has advised to the customer that we would not be able to grant her request to have the product exchange at this time and that she would have to continue with service. 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, Monday through Friday and refer to case # [redacted] 1. Thank you.

Our records indicate the phone was in need of component replacement, the issue was not related to software. Due to those findings an out of warranty repair charge was required because the phone was out of warranty by date. As a one-time courtesy Samsung has credited the $70.31 repair charge. Thank you

Complaint: [redacted] I am rejecting this response because: Person who called me on behalf of Samsung was unhelpful and unwilling to try and resolve the issue. I told her that the notebook did not need sending in to the service center as I have already confirmed that there is nothing wrong with it, and that the issue is certainly with the charger. I was not given a logical reason as to why the notebook needed sending in once I informed them that it had already been tested. She just kept repeating herself and did not answer any of my questions. I told her that in order to resolve this simple matter, all that was needed was for Samsung to ship me a replacement charger, which she refused with no reasoning. A charger is a customer replaceable part, so there is no reason for me to send in the notebook. Regards, Laura Bond

Upon further review of Mr [redacted] concerns, the rebate check was sent out via USPS 1st class mail and is not traceable, so unfortunately we are unable to provide tracking information The check was sent out under [redacted] 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: product engineers, who back up statements such as Samsung responded with have no conception of why consumers pay top money for productsIt's more than mechanical functioning that I paid forIt IS about cosmetic value to a newly remodeled kitchenThis product is an eyesoreProducts and companies who stayed in business in the USA proudly display their staying power in garages and back rooms as backup refrigeratorsWhen a product is defective, the company may have to lose some profit to stand behind the hope & trust of individual consumersI want a refund! Someone has to watch ruthless businessesIf not Revdex.com, then who? Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I called Samsung customer service again about the issue on Friday, May 26thand when I informed them that their own technician had come by and looked at the tv himself he had stated that it is NOT an infestation issueBut now the Samsung customer service reps are changing their mind about the infestation issue and are now calling it "physical damage" so that they can avoid covering the cost of the repairIt is clear they do not want to do the right thing and keep their customers happy with a simple fix so now I would like to demand a full refund for my device Regards, [redacted]

I have always had iPhones, instead of purchasing the iPhone I switched to Samsung Galaxy 7sI made this choice because the 7s was said to be more durable than apple productsWell it has not been a full week since my purchase and my screen has crackedThe phone slipped from my bed to the floor without a sound and spider lines all over the screenI have had apple products that took much harder falls and not a scratchI called Samsung and spoke with a supervisor whom said he understood and wanted to send me a new device but due to the issues the company was having with the note he wouldn't be able to do anything for meI'm so frustrated I use this phone for my business and I would have been better off sticking with appleSamsung customer service is a joke they gave little effort and no solution

I am rejecting this response because: The issue relates to a capacitor failure This defective issue (capacitor failure) occurred with all four my Samsung TVs Each time I have contacted Samsung, I received the same or similar response stating “...there is no documented history of recall or defect with this model unit" The defective that occurred with this TV unit and my other Samsung TV units has caused a financial burden and emotional effect Since this defective has occurred with this model unit, including my other model units raises a red flag that Samsung knowingly produced and sold defective merchandise while making significant profit

For additional concerns regarding exchange you may contact [redacted] again at [redacted] Otherwise, you will receive follow up as informed.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.] Got response from Samsung and accept their response So would like to close the case Thank you 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 Regards, [redacted] ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWe must confirm the Samsung warranty clearly states that the defective product must be returned prior to shipment of any replacement We must be allowed the opportunity to evaluate the original product for any signs of abuse before we can warrant replacementSamsung cannot authorize credit towards an accessories purchase, however, as a one-time courtesy, Samsung has authorized the advanced replacement of your headsets Please expect delivery of the accessory within 1-business days Upon receipt of the headsets please return the defective product using the UPS E-label already emailed to [redacted] (UPS Tracking #: 1Z6VF [redacted] 3413)

Beyond Economical Repair does not mean the phone cannot be repaired, it simply means the cost associated with the type of repair required can in most cases cost more than the actual value of the device itselfIn these circumstances the phone is returned unrepaired.As stated, Samsung has made a one-time exception for your case and approved a free of charge repairThe warranty on your handset will remain active (one year from the original purchase date of your product).Thank you

Samsung has contacted Samsung Pay regarding the customer’s concernsAs per Samsung Pay, the customer has been refunded and should receive the refund within about 3- business days, depending on his bank ( [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 [redacted] between the hours of 9AM and 6PM EST, Monday through FridayThank you

Samsung has contacted Mr [redacted] regarding her concerns with her television (model# [redacted] The agent called the Mr [redacted] and he stated that he purchased the TV Black FridayTV was delivered in Dec and it was installed JanMr [redacted] states that she watched the TV for day and a line is going through the TVMr [redacted] states that the tech came out and advised that the panel was bad The customer states that he has to unmount the TV and pay The customer states that he called customer service and they were not helpfulThe agent apologized for the issues and advised Mr [redacted] that he would have to proceed with service.Mr [redacted] stated that this is not an option Mr [redacted] stated that he is surprised that we would not replace itThe agent provided their contact number if he decided to move forward with serviceWe do apologize, however at this time there will be no accommodations We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Under the coverage section of the Samsung Standard Limited Warranty we must advise that physical damage is not covered Samsung is unable to speculate the cause of damagePlacement of a phone in loose baggage, or pocket can at any time cause a pressurized crack if items are pressed against the LCD or the item is sat onAs a one-time courtesy Samsung can authorize to repair the LCD at a discounted rate of $70.36, however, we cannot honor the request of a replacement device If you are in need of a device during repair, T-Mobile does offer a loaner program to its consumersTo proceed with service please refer to Service Ticket # [redacted] contact Samsung Support at ###-###-#### to make payment and receive a new shipping label Thank you

Complaint: [redacted] I am rejecting this response because: This issue has not been resolved, I have not received anything from Samsung, only emails promising that they would take care of itI have received nothing to this date 07/31/2017I did send my original receipt, but the machine I first purchased was broken as well, and it was replaced by Lowe'sSo the original receipt has a different serial numberIts going round and roundNow lowe's has to verify that they replaced the machine meanwhile I'm to store the machine per Samsung Regards, [redacted] ***

Upon further review of the customer’s file, we contacted the customer and provided voicemail and via email explaining that there’s no repair center near the customer’s areaThe unit must be shipped to the repair center in TexasWe offered a premailer service and will follow up onces we receive a response from the customerWe 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