Samsung Electronics America

Samsung has reviewed Ms [redacted] complaint in regards to her television Our system shows an exchange request; reference Txt# [redacted] was submitted for the unit An ExchReqOrder Allocated e-mail was sent on 10/16/informing Ms [redacted] that the On-site exchange is being processed to be shipped/delivered by [redacted] Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: [redacted] I am rejecting this response because: My intend was never to request a refund in the days even though my 1st contact was with the e-commerceThey are the one who advised me to contact Tech Support.The statement that I did not contact the e-commerce within the days is a complete nonsenseThe Tech support was not able to to fix the problemThey asked me to contact my phone carrier which I found insultingThe reason why I bought the phone directly with Samsung is that phone carriers have poor customer supportI needed peace so I spent the money with Samsung directlyShould I have problem, Samsung must be courageous to solve it and not turn me to where I did not want to goThe phone is supposed to have a full year warranty unless Samsung liedAdditionally, the supposed days return is subject to 15% restocking fee if the customer no longer wants the phoneMy claim was not about the phone itselfMy issue is purely technical and Samsung must honor the warranty policyI am still having the same technical issues with the phoneIf Samsung's position is to do NOTHING, than I'll have to do something because I won't accept to have been lied to about a warrantyI have only been a Samsung user since I started using smartphonesThis issue may definitely change that Regards, [redacted] ***

Dear Mr [redacted] , Roman","serif""> 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] (###-###-####)

[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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlso I'm working on find out the purchasing receive since the buy was through online by Target websiteI don't even know if I do have the PO order paperwork available anymoreIs anything else I can show to probe them the purchase? Regards, [redacted] ***

Samsung has contacted the customer regarding their television Unfortunately, warranty does not cover cosmetic or physical damage & deemed physical damage per the ASCWe 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

Complaint: [redacted] I am rejecting this response because: I was given information about physical damage and the price to repair the screen on both phones plus told the phone that is not working would have to be examined to determine the issue and no cost estimate could be providedI understand you can't confirm my claim of the circumstances of the damage and I'm sure the reason for the blanket physical damage policy I think the product is being falsely advertised as an active phone capable of sustaining active use...which would include at least one drop One drop...in fact drops of my previous brand phone resulted in no damage and certainly the phone continued to work after being droppedThe Samsung Sactive most certainly does not hold up to its claims I'm happy to send my phone in for repair if the repair is at no cost to meThat is not being offeredYou will examine my phone then charge me $to fix what is a manufacturing flawNot acceptable and poor customer service not standing behind your products [redacted]

Samsung has reviewed Mr [redacted] ’ complaint in regards to his phone Our system shows Mr [redacted] missed the day window to be able to return the device through Ecommerce The agent assigned to the claim spoke with Mr [redacted] and advised him that in order to qualify for a refund return, there would need to be documentation of a refund request on or before 9/25/in the systemThere are no records of Mr [redacted] submitting a complaint until 9/28/about the deviceMr [redacted] ’ device has been repaired; reference Txt# [redacted] and has been shipped back via UPS; reference UPS tracking # [redacted] to address on file Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

[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 have reviewed the response made by the business in reference to complaint ID [redacted] and find that a technician sent out to repair the washing machine and dryer is satisfactory to me Jasmine, the Samsung representative who contacted me, had reservations regarding whether this repair would result in any improvement in operations I will wait and see Regards, [redacted]

Samsung has attempted to contact the customer, however she was not availableA message was left advising Ms [redacted] that rust is not covered under warranty and any service repairs will be at the owner’s expenseIf Ms [redacted] would like to move forward with the repair she may contact Samsung and we will be happy to setup the service 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 case# [redacted] Thank you

I am rejecting this response because: 1) There was no way of finding out the status of my orderSamsung's website did NOT work / broke when I input my order numberCustomer service phone number was NOT accessible: keep telling me to call back due to heavy call volume, does not matter what time of the day I calledChat line could NOT help me since they said they just supported the productSent email and did NOT hear back from them after 2, business days despite the notice that "we will respond to your email within hours.2) This is the Hoidays Season and promptness is VERY IMPORTANTWe made several other orders with other companies several days after we made the Samsung order and they were ALL arrived promptly, almost instantly LIKE THEY SAID, even BEFORE the Samsung order arrived! If there was a delayed, I received a notice from them to let me know so I didn't have to wonder around like my experience with Samsung's order!3) Will NEVER order anything from this company again! Will also inform my family members, relatives, friends, co-workers, etcto do the same.4) Not only that, due to the lateness, I could not give the gift away as planned, I could NOT return them either, allthough I JUST RECEIVED them last week! They REFUSED TO PAY FOR THE RETURN SHIPPING EVEN THOUGH THEY WERE LATE!!! Have enough with you Samsung!Regards, [redacted]

Samsung has contacted the customer regarding their washerThe customer has been set up for repair service under transaction # [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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

I had an issue with part of my order was not shipped tomeAfter multiple conversation with Customer service, I fill complaint with Revdex.com against Samsung.comTo resolve the issue, Samsung E-commerce [redacted] send me a Promo code for the amount of $(signed [redacted] *.)When I trying to use this code at Samsung.com, the website give me a message - THE PROMO CODE YOU ENTERED IS INVALIDI trying to contact samsung.com customer service and after spend long time with different representatives, got a promise that someone will contact me in five daysNo one contact me and my issue is not resolvedVERY VERY DISAPPOINTING EXPERIENCE WITH SAMSUNGMADE ME START LOOKING FOR ALTERNATIVE FOR THE FUTURE PURCHASES Samsung please stand for the service you provide to your customersKeep your promises, and re-send correct code

Samsung has contacted the customer regarding their WasherThe customer has been offered a one-time free of charge repair accommodation for the unit under transaction [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 and refer to case [redacted] Thank you

Upon receipt of Ms [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe advised to Ms [redacted] that based off of our customer service records we do show that a service was set up but scheduling was declinedMs [redacted] advised that they had the dryer repaired on their own after they were told that there were no authorized service providers in their areaWe have asked for Ms [redacted] to forward us a copy of the paid repair invoice for review and consideration for some reliefCurrently, we are waiting for this invoiceWe 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN50F6300AFXZA We have addressed MsKopf’s concerns and have offered her a pro-rated exchangeThe customer has accepted our proposed accommodation 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: Samsung took no responsibility for this terrible customer service Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his phone Our system shows the agent assigned to the claim offered Mr [redacted] a one-time FOC (free of charge) repair for the device The agent informed Mr [redacted] that he would need to send in the device again and a service request; reference [redacted] for the device The device was received on 10/23/17, repaired on 10/24/and shipped back on 10/25/to the address on file Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF263TEAESR/AAWe have addressed MsJames’ concerns and have offered her a refund plus compensation for food lossThe customer has accepted and we have begun the 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

As per [redacted] the consumer was sent their bundle on 12/via UPS, only one claim was submitted therefore only one claim was fulfilledThe consumer received a replacement [redacted] gift card which has not been redeemed 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 FridayThank you

Upon further review of the customer’s file, the customer has declined the accommodation and the only option is repairWe 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