Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: The company uses deceptive business practices as evidenced by their "so called" "incentive " to stay with their product, which they did not pay me Regards, [redacted]

Samsung has reviewed Ms [redacted] complaint in regards to her washer Our system shows a refund request in the amount of $524.25; reference Txt# [redacted] was submitted for the unit The Refunds Depthas been trying to contact Ms [redacted] via phone but has been unsuccessful in reaching her in regards to the serial decal sticker The Refunds Depthas advised that if Ms*** can take a picture of the serial decal sticker in the back of the unit and send it in, the unit will not have to be picked upThe agent was not able to leave a voice message for Ms [redacted] because her voicemail is not set up The agent emailed Ms [redacted] advising her to take the picture and send it in so that the refund can be processed in a timely manner Please have Ms [redacted] provide the picture of the serial decal sticker at her earliest convenience in order to proceed with the claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

I am rejecting this response because: When there is a known issue like the capacitor problem as acknowledged by Samsung, it is like a Lemon and they have to fix it irrespective of warranty periodIf they had sent me a communication regarding this problem, I would have got it fixed before I am looking for just the repair of my television not any damages for not being able to use itI will accept if they agree for a repair at no cost to me

Our files indicate that the customer’s request regarding their Samsung refrigerator has been reviewed an additional time per customer rebuttal requestWe have re-sent the promised e-gift card to the customerThe customer should receive it via email within 24-hoursWe 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] complaint in regards to his phone Our system shows the agent assigned to the claim communicated with Mr [redacted] (per his request) via email in discussing the case The agent submitted a service request; reference Txt# [redacted] and sent Mr [redacted] a Next Day Air shipping label in order to send in the device to the service center The device was received on 11/13/17, repaired and shipped back on 11/14/via UPS; reference UPS tracking # [redacted] which was delivered on 11/16/to the address on fileThank 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 regarding their televisionThe unit has been deemed physical damage; any repair cost would be the responsibility of the customerIf the customer would like to set up repair please contact us at [redacted] so we may assistWe 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 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 Mrs [redacted] regarding her concerns with her range We apologize for the inconvenience this issue may have caused Unfortunately the agent has not been able to get in touch with the customer Please contact the agent so that she may assist you with your concerns 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: no one has contacted me about my TV and there is no physical damage to this TVThis is a lie and this company is making this up Regards, [redacted] ***

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review However in Mr [redacted] case, the terms and conditions stated that he had days to return the device In addition, Mr [redacted] made no attempt to contact Samsung to inquire about the return label until over days past the eligible time to send it in Mr [redacted] case was escalated to upper management for review and has been denied Regrettably, Samsung’s stance remains the same No 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

I am rejecting this response because: I did not inflict any physical damage to the TV I was present in every step of the process from purchasing the TV at the retailer, driving it home and installing it As I mentioned, the TV was brand new in the box when I just installed it in June Can Samsung confirm without a doubt that the TV was not damaged at the factory, in transit to the retailer, or at the retailer's site I have purchased and installed many TV's in my lifetime (actually Samsung TV's) and have never had an issue until this instance with any physical damage I actually purchased other Samsung TV's at the same time this damaged one was purchased, and had no issues with either of those

Complaint: [redacted] I am rejecting this response because: I have never received a call back from Samsung regarding this issue or any discussion with them about a refund of the dishwasherI have called Samsung at the phone number they have provided with the complaint number that was provided to me on or separate occasions in the last days and left messages but never got a call backOnce, they have contacted me and we have agreed and the check is in the mail I would accept this as a resolution but not until this happens Regards, [redacted] ***

Samsung has reviewed Mr [redacted] claim in regards to his Samsung.com order Our system shows the E-Commerce Division is currently investigating this matter and will contact Mr*** once it has been resolved We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

While we understand your concern Samsung can only provide support if there is a technical issue present Samsung is unable to provide service under a what if stanceIf there is currently no symptom or damage present Samsung cannot assist with repair We do apologize for any inconvenience this may cause Thank you

Dear Ms [redacted] :Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you were experiencing an issue with your Samsung phone We are glad to hear your issue has been resolved and that [redacted] (a Samsung Authorized Dealer) was able to offer assistance with your phone The feedback you provided in your complaint is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have advised to the customer that we are unable to offer any accommodations due to the determination of the damage to her unit as being physical/concealed damageWe explained that Samsung’s limited manufacturer’s warranty does not cover this type of damage and the repair costs would be the customer’s responsibilityWe suggested for the customer to contact their retailerWe 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:I have not yet received the payment promised above We submitted the file on 7/11/ Never got a confirmation I contacted Samsung and they requested that I send it in again That has been completed The refund payment processing system insisted on a claim number starting with a Ours has a 3, therefore we could not even request how the check is to be sentIn addition, Samung should pay the fee to have the unworking machine removed They insisted that this was MY responsibility Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung WasherWe have advised to the customer that at this time he would have to continue with service per our limited manufacturer’s warranty termsWe additionally advised that we would also not be able to honor his requests for an exchangeWe 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

Upon review of the customer’s file history a refund check was issued to the customer on 03/04/with compensation ticket # [redacted] Depending on the form of payment that he requested it can take up to business days to be receivedWe 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] Also you could reach us at [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: I did respond to their findings of liquid damage which I requested pictures ofHowever, to my understanding, they were unable to fix the issue which I sent it in for SOUND problems not a tablet that's completely not functionalThey were all aware that my tablet was functioning prior to sending in productAnd with that said, throughout their help via phone calls within the month my tablet never showed signs of deterioration My tablet was in well, good condition prior to handing it to their technicians! Regards, [redacted]