Samsung Electronics America

Samsung has reviewed Mr [redacted] claim in regards to his television Our system shows the agent who handled the complaint spoke with Mr*** on 8/18/and advised him that based on the information from the previous repair (reference Txt# [redacted] ), the unit has been deemed physically damage which voids Samsung’s warranty The agent further advised Mr*** that all the information he provided had been reviewed and due to the excessive damages, this would be considered physical damage partly based on the clear point of impact on the bottom right hand corner of the screen Regrettably based on the information Mr*** provided and in conjunction with what we have in our system, due to the physical damage to the unit, no accommodations made for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of Mr***s’ concerns with his dishwasher The completed documents have been attached to Mr***s file an the refund has been submitted for processing The agent assisting Mr [redacted] has also stated that he did explain the process to Mr***We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because: Prior and after I purchased the television, I was told by several Samsung representatives that a voice control remote came with the TV I made phone calls on: 11/21, 11/28, 12/and was told by Samsung that the voice control remote came with the TV On 11/28, I was asked by Samsung to email them with a copy of the invoice that I received at the time of purchase I was provided a reference no( [redacted] ) by Samsung, which was for Samsung to send me the remote that was missing from my order I feel that since I was told by several customer service representatives that I was entitled to this voice control remote, I feel that I should get one (free of charge) This is bad customer service to consumers that purchases Samsung products The customer service representatives are not knowledgeable of the products that Samsung offers and I feel like I was given wrong information about the product that I purchased If I would have known that the Smart Remote did not come with the TV, I would have never purchased the TV in the first place based on the information Samsung customer service gave me before I purchased the TV Regards, Thomas Fisher

Complaint: [redacted] I am rejecting this response because: The rules are those of Samsung, not Prizelogic They are online here https://promos.samsungpromotions.com/gearvr/en-us/Rules and attached Nowhere in the rules either before applying or in the attached is there a limitation on using more than one gift certificate I purchased two devices and was approved for certificates This is imposed on Samsung.com Regards, [redacted]

Complaint: I am rejecting this response because: This business is refusing to replace a fault and potential dangerous product I request that they replace my devices I will hold Samsung responsible if the phone catches fire and caused personal or property damage Regards, [redacted] ***

Samsung has reviewed Mr [redacted] claim in regards to the $promotion He dispute was sent to the E-Commerce division who reviewed the attachment he provided E-Commerce has decided to make an exception for Mr [redacted] to receive a $e-Certificate and sent a $promotion code request to the promotion code group Once a code has been generated it will be provided to Mr [redacted] The agent also contacted and informed Mr [redacted] of the same We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer regarding their refrigeratorThe customer has been offered free of charge labor with the customer responsible for the parts costWe 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] ’s claim again in regards to the refund(s) for his washer and dryer Our system shows the agent handling the claim emailed Mr [redacted] today, 5/11/requesting the paperwork for both the washer and the dryer in order to proceed with the refunds Once Mr [redacted] emails the documents to the agent, they will be able to proceed with the refund in the amount of $914.84; reference Txt# [redacted] for the washer and the amount of $914.84; reference Txt# [redacted] for the dryer Please have Mr [redacted] email the documents to the agent as his earliest convenience in order for the refunds to be processed in a timely mannerWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Mr [redacted] complaint in regards to a refund for his Samsung.com order Our system shows a refund in the amount of $790.24; reference Refund number [redacted] was issued for the order Please allow 3-business days to see the funds reflected back on the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer regarding their stoveThe customer has been offered an exchange through [redacted] and the customer has acceptedWe 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 contacted the customer to address their concerns regarding their Samsung DishwasherThe customer has opted to go back into serviceOur service team has located a servicer with scheduling availability this weekWith the customer’s permission we have canceled the buyback and requested the provider to contact the customer for scheduling to repair the dishwasherWe 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

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, The consumer’s receipt upload did not include a valid location code to be eligible for the SA VR was shipped with the tracking number found at the link below: [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 the customer regarding his concerns with his television Mr [redacted] was advised and has agreed to proceed with 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

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe are sorry to hear the customer has been frustrated by their recent request for repair assistanceThe customer’s complaint and file history have been reviewed by our Samsung product support team and they have confirmed this type of damage is typically seen not with product defect but an impact point which ultimately developed into the full crack of the screenAs you are aware, our Standard Limited Manufacturer’s Warranty does not cover physical or cosmetic damageIn addition, this warranty has expired approx.6/according to our recordsThis being said, any repair needs are the responsibility of the ownerWith all due respect, Samsung will not be able to honor the customer’s request for assistanceWe 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 further review of Mr [redacted] complaint, our system shows the gift card was mailed to Mr [redacted] address on file Please allow the allotted 7-business days for standard shipping to receive it 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: It is not acceptable to me that Samsung is unwilling to have the dishwasher properly diagnosed Samsung is NOT addressing the facts They state the odor could be caused by infrequent cleaningsHow is it possible when the first service ticket was closed on 7/18/(less than months from date of purchase - 5/25/14)? How many times is the dishwasher supposed to be cleaned and what specifically is supposed to be cleaned? We have proof of cleaning it on 12/24/14, with Dishwasher Magic There are no visible pieces of food, food residue, or dabris I DO "clean" my dishwasher, but isn't it true that every time I run a cycle that it should be cleaning itself in addition to my dishes?IF there are food particles (or as you are now stating, excessive food residue) then there is a reason that food is being left in the dishwasher to build up food residue There are NO physically visible food residue in the dishwasher The drain hose was NOT connected to the garbage disposal for the first service calls We only did that after the service tech suggested that might be the solution So we can rule that out as a possibility.I agree that an odor is not caused by a mechanical or part failure, but it IS one of those things that is the problem Something isn't working properly Either water is not being pumped out of the dishwasher, there isn't enough water pressure to push the dirty water out thoroughly, or something That's why I'm asking for another service call.What started this whole issue with Samsung, is because a service tech thought that the bottom door gasket needed to be replaced I've been told this isn't a simple rubber piece, but that it's woven into the door of the dishwasher and therefore the whole door would have to be replaced That's when this whole story got so convoluted.I challenge anyone to walk into my house at any time unannounced and look around Not only will you find that I keep a clean home, but open my dishwasher and see if I'm putting nasty dirty dishes in my dishwasher IF this were a matter of me not taking care of a product that I purchased then I would gladly accept your answer(s) If you can't tell by my presistance, I KNOW that there is something wrong with this dishwasher and it's not for lack of me TRYING to get it resolved To have spent the time to have service techs out - to have complied with all of their suggestions and for me to still be having problems months later is so beyond a "customer maintenance issue."It's absurd that I even had to file with the Revdex.com to try to get some resolve I'm not being unreasonable to expect Samsung to stand behind their productI'm not asking for my money back, or replacement - I'm merely asking to have my product checked out 100% and have it fixed To be denied service is simply crazy Clearly the service techs don't want to do their job properly, none spent more than minutes with it and all but one of the three companies lied on what they reported to Samsung to have replaced or did - which I've proved Here is the email that Samsung already received proving that the tech notes submitted to Samsung vsthe physical receipt notes that they left with me don't matchCLOSE It is not acceptable to me that Samsung is unwilling to have the dishwasher properly diagnosed Samsung is NOT addressing the facts You state the odor could be caused by infrequent cleaningsHow is it possible when the first service ticket was closed on 7/18/(less than months from date of purchase - 5/25/14)? How many times is the dishwasher supposed to be cleaned and what specifically is supposed to be cleaned? We have proof of cleaning it on 12/24/14, with Dishwasher Magic There are no visible pieces of food, food residue, or dabris I DO "clean" my dishwasher, - I wipe it down every time I put dishes in it as well as wipe down the bottom door gasket seal, at minimum, after each cleaning cycle But, isn't it true that every time I run a cycle that it should be cleaning itself in addition to my dishes? I'm not understanding how the dishwasher can continue to stink when it's be "professional cleaned" and still has an odor.IF there are food particles (or as you are now stating, excessive food residue) then there is a reason that food is being left in the dishwasher to build up food residue There are NO physically visible food residue in the dishwasherThe drain hose was NOT connected to the garbage disposal for the first service calls We only did that after the service tech suggested that might be the solution So we can rule that out as a possibility.I agree that an odor is not caused by a mechanical or part failure, but it IS one of those things that is the problem Something isn't working properly Either water is not being pumped out of the dishwasher, there isn't enough water pressure to push the dirty water out thoroughly, or something That's why I'm asking for another service callWhat started this whole issue with Samsung, is because a service tech thought that the bottom door gasket needed to be replaced I've been told this isn't a simple rubber piece, but that it's woven into the door of the dishwasher and therefore the whole door would have to be replaced That's when this whole story got so convoluted.I challenge anyone to walk into my house at any time unannounced and look around Not only will you find that I keep a clean home, but open my dishwasher and see if I'm putting nasty dirty dishes in my dishwasher IF this were a matter of me not taking care of a product that I purchased then I would gladly accept your answer(s) If you can't tell by my presistance, I KNOW that there is something wrong with this dishwasher and it's not for lack of me TRYING to get it resolved To have spent the time to have service techs out - to have complied with all of their suggestions and for me to still be having problems months later is so beyond a "customer maintenance issue."It's absurd that I even had to file with the Revdex.com to try to get some resolve I'm not being unreasonable to expect Samsung to stand behind their product I'm not asking for my money back, or replacement - I'm merely asking to have my product checked out 100% and have it fixed To be denied service is simply crazy Clearly the service techs don't want to do their job properly, none spent more than minutes with it and all but one of the three companies lied on what they reported to Samsung to have replaced or did - which I've proved Here are some previous messages with attachments that I sent directly to Samsung's Executive Customer Service department Per their requests This should prove that the tech notes submitted to Samsung are different than the physical printed receipt with tech notes that they left with me They are claiming to have replaced parts: heater & sump seal - both of which were never replaced Only one was ordered and I still have the sump seal (pict attached).Sent: Thursday, April 30, 10:AMSubject: Transaction # [redacted] - [redacted] To Whom it may concern, I have been having issues with my Samsung Dishwasher DW80F(serial # [redacted] ) that was purchased from ***'s in [redacted] on 5/25/I'm emailing again after ***'s is reporting to me that Samsung is still denying replacement of parts, unit, and service - even after proving I've now had service calls all for the same issue So, in light of receiving the tech notes that ***'s provided to me I can see the miss communication and down right lies that are being reported So once again I will respondI received the technician notes (from ***'s) from the service requests that I starting in July I have attached those notes, along with the service receipts as well as a scanned image of the seal sump part & packing that it came in This SHOULD be proof that either the technician's or someone at Samsung is LYING about what they have done to service our dishwasher This is all due to a fowl odor that has been going on beginning less than two months after purchase I would like for Samsung to replace the bottom door gasket under warranty, replace the dishwasher (if it's not fixable), OR at the very least authorize another service technician to come out, preferably a manager, to as the dishwasher AGAIN under warranty Samsung is claiming that I've damaged my dishwasher & never cleaned it and therefore are unwilling to replace the bottom door gasket or allow for another service tech to come inspect our dishwasher Here are the things that I'd like to point out1) The service appointment from [redacted] states that they "put in parts." I'd like to know what part they are claiming to have ordered and installed and ask how, since this is our first service, did they know to order that part and have it ready for installation? This is a complete lie - no part(s) were purchased or replaced on the dishwasher I was told that we should re-plumb through the garbage disposal, try Jet Dry, and run it every couple days Both of those suggestions were taken We also ran the dishwasher empty with a cup of vinegar 2) Those suggestions and CLEANING from July (not months into owning it) didn't work so we placed another service call The initial tech from [redacted] came and decided that the tub/sump gasket needed to be replaced so he ordered the part I have attached (Seal Sump) which is an actual scan of the packaging which was shipped 12/18/as well as the scanned image of the seal sump (product #DD62-00050A) still in the bag which I STILL have because it was never replaced as the tech notes are claiming to have replaced on 12/24/ When in all actuality that tech (who was a different one that the one that ordered the part) said the gasket wasn't bad and that I should try Dishwasher Magic I bought Dishwasher Magic and the tech put it in and ran started the dishwasher - therefore this was the second cleaning3) It was recommended to us to try pod style detergent vsliquid and to run the hot water in the sink, make sure it's good-n-hot, then start the dishwasher Both of those suggestions were taken and it still hasn't solved the issue 4) The last service on 4/8/performed by [redacted] is completely off base The tech notes (attached) stated that we need the bottom door gasket replaced and that he would get in touch with Samsung to order the part I received a phone call from [redacted] on 4/9/letting me know that Sumsung won't authorize replacement of the part claiming it's a "customer maintenance issue." The tech notes indicate that I called Samsung and use the words "food build up." How can the tech notes reflect something that hasn't even happened yet - my calling didn't occur until 4/- service was performed on 4/ They also state that this is an issue due to "never cleaning." Given that I've provided at least examples, one with a receipt, of times that I've cleaned the dishwasher - this is just a statement 5) In calling Samsung to try to get this issue resolved this has escalated from "we have food particles in the dishwasher" to "we have damaged the dishwasher." The Samsung user manual states: CLEANING THE INTERIOR Clean the interior of your dishwasher periodically to remove any dirt or food particlesWipe the inside of the dishwasher and the inner part of the door with a wet dishclothWe recommend ? lling the detergent dispenser with dish detergent, and then running the dishwasher empty periodically using either the or Quick cycle with the sanitize optionThis will keep your dishwasher cleanIf white spots and odor are still present in your dishwasher, run the cycle with the dishwasher empty and without detergent until it ? ushesThen, interrupt the cycle and put an ounce cup of white vinegar into the basketClose the dishwasher and let the cycle ? nishDo not remove the tub front seal (the long rubber seal enclosing the opening of the dishwasher) I HAVE performed "periodic" cleanings of the dishwasher and it still has a fowl odor I also rinse ALL my dishes before putting them in the dishwasher, and I wipe down access water that gets on the door before closing it This odor can begin within hours of running a cleaning cycle How isthat a "customer maintenance issue"? Also, some of the phone reps have told me that notes indicate that there are "food particles" left in the dishwasher If this is true then why? Shouldn't the dishwasher be rinsing, cleaning, and drying the dishes and therefore the tub? A particle is: From Wikipedia, the free encyclopedia: A particle is a minute fragment or quantity of matter.[1]In the physical sciences, the word is used to describe a small localized object to which can be ascribed several physical or chemical properties such as volume or mass; subatomic particles such as protons or neutrons; and other elementary particles.[2] The word is rather general in meaning, and is refined as needed by various scientific fieldsSomething that is composed of particles may be referred to as being particulate.[3] However, the term particulate is most frequently used to refer to pollutants in the Earth's atmosphere, which are a suspension of unconnected particles, rather than a connected particle aggregationIF I have food particles in the dishwasher how is a minute fragment causing such an odor that I have been calling for service on the dishwasher since 7/18/14? In addition if this were a customer maintenance issue then why has it been an issue since a month after the purchase date? And in performing all the technician suggestions it still hasn't resolved the issue? Regards, [redacted]

Failure to receive replacement I have contacted Samsung several time and each time was told that I had to verify my address in order to have device mailed outI has now been a week Regards,

Samsung has contacted the customer to address their concerns regarding their television orderA refund has been submitted for the customer which usually takes 5-business days to show on customer’s account 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 thru Friday Thank you

Complaint: [redacted] I am rejecting this response because: There is no way they could have missed the issue of the SD card not working as it was sent in that way and it was returned that way While it may "assign" photos to the sd card, when you go to take a picture it immediately says it cannot go there (my own words) And it immediately got super hot to the point of burning me and draining the battery This was IMMEDIATELY out of the box upon return It is obvious that sending in to them for repair is useless All they did was remove the ballistic screen cover, wipe it down and perhaps update the s/w settings whatever that is There was glue inside my phone to the left...some type of sticky stuff which I cleaned upI received a box today with a ground shipping label which also means I will be without my phone even longer than before Last time I sent it in, they did a day and not ground It has yet another ticket number This one is the fifth ticket number I have called, I have contacted tech support online via chat, even spoke with them yet again today and guess what...was put on hold and left there No, this is absolutely NOT a satisfactory solution Regards, [redacted]

HelloPlease be advised of the complete warranty statement “What are SAMSUNG's obligations? During the applicable warranty period, provided the Product is returned in accordance with the terms of this Limited Warranty, SAMSUNG will repair or replace the Product, at SAMSUNG’s sole option, without charge.” Therefore, if the product was determined to have physical damage, determined to be beyond economical repair, that product was not returned in accordance the terms of the Limited WarrantySamsung’s warranty does not cover physical damage Beyond Economical Repair also does not mean the phone cannot be repaired This means the cost associated with repair, may cost more than the actual device itself so the product is returned to the owner Upon evaluation of your product it was found that the charger port was damaged Samsung cannot speculate how the damage occurred, but only report our findings We can advise, however, some incidents that have been known to cause this sort of damage would be inserting or disconnecting the charger improperly, tripping over the charging chord while connected to the unit or jerking the charging chord out of the unitAs a one-time courtesy Samsung will offer to bring in the unit for a free of charge repairPlease refer to Service Ticket # [redacted] for this offer, and utilize the UPS E-label emailed to [email protected] for return shipment of your product Thank you