Samsung Electronics America

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF4287HARS/XAA Currently we are waiting to hear back from the customerWe left a few voicemails and emails to give us a call back regarding her complaint 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

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 to address their concerns regarding their Samsung RefrigeratorAs an accommodation, we have offered the customer a one-time free of charge repair accommodationThe customer accepted our offer and we have set up a repair service on her behalfWe 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

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]

Upon further of Mr [redacted] complaint, our system shows the agent handling the claim spoke with him again today, 9/12/and advised him that we can either move forward with a refund or he can set up service with extended warranty Mr*** wanted service and the agent submitted a service request; reference Txt# [redacted] for the unit An ASC agent will be in contact with Mr*** 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 his refund Our system shows the IMEI associated with ticket number [redacted] he provided was refunded in the amount of $949.48; reference Txt# [redacted] for the device The check issued for this ticket is listed as being cashed on 2/22/in our systemWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung received Ms***’ device and the claim was handled according to our warranty policy FOC (Free of Charge) repair was provided for CSAT resolutionThere was no injury or property damage with her caseWhen we initially received her phone, her device was evaluated and her claim was initially denied however we provided exception and repaired her device free of charge Ms [redacted] reached back out on 2/20/in regards to her overheating claim and the agent that handled her claim replied the next dayThe agent and Ms [redacted] spoke in regards to this matter and the agent offered to have the device returned for evaluation and possible replacement device Ms [redacted] denied the offer and demanded a replacement device be shipped to her firstThe agent explained our warranty process and advised we could not send her a new phone without evaluating her device first The agent even offered her a loaner device with CC hold which she also denied Ms***’ resolution was that she was going to exchange the device with her carrier since they should now accept the phone since it has been repaired Her carrier had initially rejected her exchange request because of the numerous cracks on her phone No further accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

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 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF217ACPN/XAASamsung has attempted to contact the customer via email and telephone to discuss her complaint however we have not been able to reach the customerBased on our customer service records, we show that the customer had a recent repair request that was completed as of 7/3/Should the customer need further repairs or have any further questions please have the customer contact us at any timeWe 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 reviewed Mr [redacted] complaint in regards to misinformation he was provided prior to purchasing his sound bar Our system shows the agent assigned to the claim attempted to reach Mr [redacted] by phone but was unable to reach him The agent emailed Mr [redacted] apologizing on behalf of the agents and offered him a $egift card as an accommodation for the misinformation he was provided Please have Mr [redacted] reply to the agents’ email if he accepts the offer so the egift card can be sent to himThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

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

Samsung has reviewed Mr [redacted] claim in regards to his Samsung.com pre-order Our system shows Mr [redacted] order did not process successfully which is why he did not receive an "order confirmation email" confirming his order was placed No funds were held nor taken for the customer's order Mr [redacted] was contacted by E-commerce and informed that he would have to place a new order for the mobile device Unfortunately, the promotion was no longer being offered so there was no way to provide the promotional deal on the new order We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

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] ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # PN51D7000FFXZA We have advised that baaed off of their file history, we see that their unit’s original one-year limited manufacturers’ warranty has expired approximately in 12/We explained due to the length of time the unit is out of warranty we are unable to grant any accommodations and honor her request for a free of charge 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, Monday through Friday and refer to case # [redacted] Thank you

[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 me Two days after I filed the complaint, I received calls from the Exchange Dept and from Corporate headquarters apologizing and indicating that I would receive a replacement It arrived this afternoon, I hooked it up and it is working! Thank you for your assistance in this matter

Samsung has contacted regarding her concerns with his dryerMr [redacted] has been set up for an exchange done directly through the place of purchase 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

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 me, how her feel the company's response time for an issue is tedious for a working family Refrigerators are not meant to be disposable appliances Hopefully they will be more efficient for future customers

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

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, "Arial","sans-serif the consumer’s location code on his receipt did not reflect a qualifying online or telesales purchaseWe have communicated with him and are currently escalating the shipment of an Sto the address that he verified via our customer supportWe 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