Samsung Electronics America

I just received this email and wanted to inform you that the complaint should not have been closed Samsung sent someone out to my house late Thursday evening to replaces some aspects of the tv although he was not sure that would fix the issue We were out of town all weekend and not able to watch the tv to check for the recurring freezing issue on youtube This morning we did find that the youtube application is STILL freezing up When it does this, we can not even turn the tv off or do anything on the tv It happened within minutes of watching a show, as it always did Therefor, we STILL have the same complaint and it is not fixed

Samsung has contacted the customer to address their concerns regarding their Samsung televisionResearch shows this unit’s original month warranty expired on or about 02/based on the information currently on fileRespectfully, due to the length of time the unit has been out of warranty, there are no accommodations availableRepair needs and costs are the responsibility of the owner once the limited manufacturer’s warranty expiresWe 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 claimUnder the coverage section of the Samsung Standard Limited Warranty physical damage is not coveredSamsung cannot speculate at what point of contact may cause physical damage to a device Although the phone may be of a durable build, the product is still manufactured of glass which is subject to damage if droppedSamsung cannot honor the request of replacement, nor free of charge repair However, as a one-time courtesy we can offer to repair the phone at a discounted rate of $Should future damage occur the phone may be subject to full repair paymentService Ticket #: [redacted] has been processed should you choose to accept this offerYou will need to call Samsung Customer Support at [redacted] , refer to the Ticket # and make paymentOnce payment is made a UPS E-label will be emailed for shipment purposesPlease note, the Service Ticket will remain open days from today’s date before closing if no payment is madeThank you

Samsung has reviewed Mr [redacted] claim in regards to his Noterefund Our system shows a refund in the amount of $948.29; reference Txt# [redacted] was issued on 4/29/for the device Please allow 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 case Thank you

Upon further review of Mr. [redacted] complaint, our system shows that the agent assigned to the claim reviewed his account again. According to the notes on Mr. [redacted] file, he agreed to the Tabs 2 as an exchange for his device. Mr. *** originally wanted a free upgrade however the ENR Dept. declined his request. Mr. [redacted] his original unit was OOW (out of warranty) and sold to him AS IS however, he was accommodated with the exchange for the Tab2. Mr. [redacted] has been informed multiple times that the resolution will not change. Samsung will not be able to assist Mr. *** with a Tab3 exchange. Regrettably, Samsung’s stance remains the same. No additional 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.

Samsung has contacted Prizelogic regarding their concerns. As per Prizelogic, the consumer’s location code on his receipt did not reflect a qualifying online or telesales purchase. We have communicated with him and are currently escalating the shipment of an S2 to the address that he verified via... our customer support. 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

Samsung has contacted the customer to address their concerns regarding their Samsung refrigerator. We have explained our limited manufacturer’s warranty coverage and that her unit’s one year expired leaving only the 5 year sealed system coverage. We explained that we can set up service but... coverage is not guaranteed and would be dependent on the evaluation. We have set up service for the customer with an earlier date. 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] 1. Thank you.

Complaint: [redacted] I am rejecting this response because: They are breaking warranty laws by disallowing the return of a damaged product prior to the consumers receipt of said product. Regards, [redacted]

[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 reviewed the response made by the business in reference to complaint ID [redacted] , and find this resolution is the best I can hope to obtain without a long and costly legal fight.If a business provides a defective product (as validated by their own repair person) and the product is still under warranty, then I would expect a reputable business to “make it right.” I think those are reasonable expectations, especially when a consumer is spending thousands of dollars for a product.The customer should not lose money due to the business’ defective product. In this case, I am losing hundreds of dollars because of the resolution technique the business chose (buy back of the defective refrigerator vs. replacement of the defective refrigerator with a comparable product).I take this as a very hard lesson that I’ve learned about Samsung. Until this event, I had a very high opinion of the company. But after the run around I’ve received over 3 plus months, I don’t intend to ever buy another Samsung product. It’s not worth the hassle!Although as of today (1 December 2015), I’m still awaiting receipt of the money to buy back the defective refrigerator.With this said, I concur with closing complaint ID [redacted] . If possible, please keep the statement I’ve written above with the completed case and available for public review.Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have not received a refund for the order. And I also did not receive the second promotion code for my order. They want me to reorder and pay for the order again when it took 3 months to resolve me getting a refund. This is a scam from Samsung buyers need to be aware. Bbb needs to further investigate this promotion Samsung keeps having. It's a scan to get people to buy the phone then they don't send the order for the Gear 360.This has been a huge inconvenience and I am not happy with the end results. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The agent stated they would call me back on the afternoon of Friday, Just 22, which they did not. Since then they have called during my work business hours, which are inappropriate and not accessible to discuss a sensitive topic such as this. The agent was rude and disrespectful when the first contact was made, and when I finally received an email on the last day of contact, also during work hours so my access was limited, I did ask to speak to someone else as I am not inclined to speak to a rude agent again, and I was refused. I'm sure there are other people in the company that could handle my situation but I was not given the right to speak to them. As I was at work, I had limited access to responding and within the same work day, she immediately tried to close this dialogue by saying I was non-responsive. She #1, was rude and clearly upset with me that I would contact the BBB with any complaints, #2, did not follow up on the date and time she first promised, #3, only contacted me at my place of business, #4, immediately closed the dialogue when I requested to speak to someone else in the company. Regards, [redacted]

Upon further review of Mr [redacted] compliant, the Promotions team has advised that a replacement code was sent to him via his email on file Please have Mr [redacted] check his email for the code Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted Prizelogic regarding the customer’s concernsAs Per Prizelogic, the customer has been stuck in the appeal process because the IMEI is marked invalidCustomer was once again, contacted by Pirzelogic customer support team, but the agents did confirm the IMEI that was provided by the customer is invalidPlease retry with submitting valid IMEI number for us to further assist this matterWe 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 was supplied a Promo code on 12/I followed the instructions supplied via the email, and received an error codeI responded back to Samsung Customer service on the same dayI was told that a new code would be generated in 5-business daysOn 12/I was supplied the same codeI tried it again at that time as per the instructionsWhile it no longer gave the error, it also didn't do anythingI again responded to inform themI was told by Samsung customer service that I could just place an order for the product that they owed me, and they would offer a refund when the item ships rather than wait for a third promo codeI agreedWhile placing the order, there was no indication that the product was out of stockHowever, I later received an email informing me that the product is backordered, without supplying any type of an estimated ship dateI currently have a pending charge of $to my credit card, and I am awaiting shipment of the item to receive a refundI would like to keep this complaint open until such time as the product ships, and Samsung follows through on their offer to submit a refundAttached is the email chain documenting this offer from the Samsung Customer Service.Regards, [redacted]

Dear Mr [redacted] ***:Thank you for being a valuable customer We apologize for the inconveniences you experienced trying to obtain the Spromotional bundleOur Marketing Promotion team is currently reviewing your compliant and they will contact you directly to provide you with a code to redeem your promotional item Sincerely,Samsung Office of the President

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer was rejected because their receipt did not indicate their service carrierHowever, it is confirm this is a Sprint customers based on their IMEI and receipt submitted to our Tier II teamFor customer satisfaction, the customer has been approvedWe 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 contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer’s check will be expedited and will take days to processWe 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 contacted Mrs [redacted] regarding his concerns with his washer Mrs [redacted] selected the repair option and the tech came out to the home while the tech was there the customers changed their mind and did not want to go with the repair anymore and to change to the rebateThe agent spoke with the supervisor and she advised her that there are no accommodations that can be provided being that the tech did come out and attempt the repairThe customer was advised that once a repair is set up and the tech comes out the other option is no longer availableThe customer was advised that the only option at this time is to complete the recall repairThe customer is not satisfied with the resolutionThe customer was advised that no other accommodations will be provided We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because: As of today's date, I still have not received reimbursement for water damage to my home, nor has Samsung made any attempt to retreive the old machine from my home I did however receive a check $for the old machine on 02/5/so I can at least shop for a new washer In the meantime, in the dead of winter and inches of snow later I have been forced to leave the comfort of my home weekly for a laundromat These costs are not even being considered by Samsung which is due to their incompetence Regards, [redacted] ***

Samsung has contacted the customer regarding the Refrigerator; unfortunately food compensation is not covered under Samsung’s warrantyWe 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