Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: It is very clear that Samsung does not want to stand behind their productsInstead of trying to seek resolution to the defective new product they sold to me, they continue to provide a blanket response which does not fit all circumstancesDisappointing that they do not care about their loyal customers who have invested in their company for several yearsI fear I am not the only Samsung customer being treated so unfairlySamsung should ensure all products manufactured will meet quality and safely standards well beyond days after purchaseAdditionally, they need to provide updated customer service policies and guidelines so that Samsung representatives can provide resolution for outstanding customer complains and concernsIt is a waste of everyone's time to continue to go back & forth on an issue that could be resolved in a matter of moments if Samsung was a respectable company and provided quality guidance to their customer service representativesThis issue is not resolved, instead it has become more and more frustrating Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RS261MDWP/XAA Based off of our customer service records, we have offered the customer a buyback (refund) on 12/22/Currently, the refund is waiting to be approved by our returns department and once approved they will reach out to the customer within 3-business days to complete refund processWe 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

Samsung has contacted the customer regarding their concerns with their washing machine the customer was offered and has accepted a buy back on the unit The buyback has been submitted under transaction number [redacted] and has been approved All required information has been received from the customer and they should expect their refund via direct deposit or paper check(whichever option that was chosen) 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

Samsung has contacted the customer regarding their washerThe customer has been provided the available voluntary recall program optionsUnfortunately, the customer disconnected the callWe 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

Samsung has reviewed Mr [redacted] claim in regards to compensation for using the wrong promotional code on an order Mrs*** was previously informed by an E-Commerce agent that a promotion code is a one-time use code and if the entire amount is not used on an order, the remaining amount cannot be used or applied to a separate order Mrs*** was also informed that her request for a $replacement code cannot be granted Samsung’s stance remains the same No accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, the customer was sent an e-mail on 5/10/asking for the order number so that E-Commerce can review the accountThe customer has not responded since asking for the informationWe 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

Samsung has further reviewed Mr [redacted] claim in regards to his phone We understand that the phone was given to him as a gift however the service center deemed the phone had water damage which is why it was sent back without being repaired Samsung’s policy states that physical/water damage to the unit is not covered under the warranty No accommodations will be made for this claimWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because:Please take a look here with pages of other Samsung Customers complaining with the same issueRejected for the same "physical damage" nonsenseI am filing a small claims suit under my states protection clause for breach of contractAlso why would your own repair center come to my home and agree it was NOT physical damageI will be filing next monday so if you want to work something out let me know, if not expect to pay thousands of dollars to send your attorney outI have documents and documents of the same issue as mine whom you refuse to help until its taken to court.Thanks [redacted] Regards, [redacted] ***

Upon further review of the customer’s file, the devices were replaced and delivered on 7/per the tracking number [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 Friday Thank you

Based on the response provided the service provider has resolved this matterSamsung would consider this correspondence closedThank you

Samsung has reviewed [redacted] complaint in regards to his Blue Ray player Our system shows the agent assigned to the claim spoke with [redacted] on 1/22/to discuss the case The agent submitted an FOC (free of charge) service request; reference [redacted] and sent [redacted] a shipping label in order to send in the device for service Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Our files indicate that the customer’s complaint regarding Model # UN55ES7500FXZA has been reviewed an additional time per customer’s rebuttal requestSamsung has offered the customer a pro-rated refund due to Ms [redacted] not wanting to proceed with an exchange for a new television because she advised that she didn’t like the new television that was being offeredWe advised Ms [redacted] the refund amount would be depreciated due to the age of the unitMs [redacted] decided that she didn’t want to proceed with these accommodations and decided to continue with serviceRepair service has been completed as of June 13, 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] Thank you

Complaint: [redacted] I am rejecting this response because:My tv is not OOWIt's not even a year old and I've tried telling every rep this information and they pretty much ignore what I'm saying or think I'm lyingThis is unacceptableI have the proof of purchase and I've provided that to reps now and they still say I'm OOWJust because it's a model doesn't mean I bought it in It was bought last year brand new in the boxSamsung needs to provide me assistance or I will take my proof of purchase and my lawyer and sue Samsung for unfair and deceptive business practices and violation of the TOS they provided Regards, [redacted] ***

Dear Mr [redacted] , Thank you for contacting Samsung Electronics of AmericaYour feedback is important to us as it allows us to better understand how we can improve our and your customer service experience We have received your letter regarding your Samsung Television and we appreciate the opportunity to respondWe apologize for any inconvenience you have experiencedWe were also unable to locate any previous communication with our customer service with the information you have provided Please E-mail the Office of the President [redacted] or contact us via telephone with your customer service ticket reference number and serial number so that we may better help youWe understand your frustration and apologize for delay and look forward to helping you To address your letter of concern, you may contact our customer service department via telephone at [redacted] (###-###-####)You may also contact us on our website at [redacted] where you may talk to a live chat agent or send us an email Regards, Samsung Electronics America, Inc [redacted] [redacted] (###-###-####)

Samsung has reviewed Mr [redacted] ’ claim in regards to this range Our system shows the agent who handled the claim submitted a service request; reference Txt# [redacted] for repair on the unit An ASC agent will be in contact with Mr [redacted] to schedule the repair Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr [redacted] claim in regards to the $Infinitely Immersive bundle promotion Our system shows that PrizeLogic provided Mr [redacted] a new bundle link code Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung at Samsung's expense for warranty serviceSamsung will evaluate your product and determine the appropriate resolution to this issueA premailer has been shipped for immediate servicePlease take advantage of the free shipping instrument provided for the return of your product

Samsung has contacted the promotions department regarding the customer’s concernsPer the department, there is no record of the customer in the systemThe promotion is still receiving customer information for fulfillment of this offerWe 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've yet to receive any replacement code and I've been told by Samsung's Customer Service that I should receive it soonI'll gladly accept their response after I receive the code, but until then, I have no proof that such a request for a new code has been placed, nor that I will ever receive a replacement code Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to service for his tablet Our system shows the agent assigned to Mr [redacted] case attempted to contact him on his work number per his request but was unsuccessful in reaching him The agent left a message at the front desk to have him call back the Office of the President for further assistance with his claim However, the resolution previously provided remains unchanged Mr [redacted] device has water damage voiding his warranty and regrettably, Samsung will not cover the cost of his repair Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case