Samsung Electronics America

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 rust on his refrigerator is considered a cosmetic issue and he was previously advised that cosmetic damage is not covered under Samsung’s warranty Mrs [redacted] was also advised (from a previous repair) that Samsung’s warranty does not cover rust/cosmetic damage on the unit Regrettably, Samsung’ stance remains the same No accommodations can be provided for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer was approved on our end but rejected by AT & T for an invalid television account numberPrizelogic will forward the customer’s information to AT & T for an updateWe 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

Samsung e-commerce division has contacted Mr [redacted] regarding his concerns Mr [redacted] shipped back the Samsung Galaxy S7, 32GB, (unlocked) Black Onyx on his order without a Samsung prepaid return label as a result the customer service team was unable to verify if the product was received back at the Samsung warehouse Mr [redacted] stated he returned the product using USPS The agent asked Mr [redacted] to provide the USPS return tracking numberOnce the return tracking number has been received and verified that the product has been received back a refund will be submitted for the order 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

Samsung has contacted the customer regarding their concerns with the dryerSamsung has offered Ms [redacted] a free of charge repairThe repair center has attempted to contact the customer to schedule the repair and has left a message to call them backThey can be reached at [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

its alreadt been a long time what are you guys waiting for Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Samsung email support, phone support, and in-person support treated me poorly, did not listen to my complaints, responded with "how-to's" instead of addressing my complaints, and even implying that I am stupidTo this day, Samsung still insists that there is nothing wrong with their phone and continues to ignore the true issuesI have already disposed of the phoneI will never purchase another Samsung product based on the way that I have been treated when trying to get my complaints addressed Regards, [redacted]

Samsung has contacted Prizelogic regarding the customer’s concernsAs per Prizelogic, "Arial","sans-serif"">the customer registered for the promotion but never submitted his informationAn agent will be reaching out to the customer for his informationWe 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

According to our files, Samsung has contact the customer regarding the customer’s unit model # RS265TDRS/XAA Samsung has offered the customer coverage for the cost of repair as a one-time accommodationThe customer advised to us that they have already paid for the repair; therefore Samsung has agreed to reimburse the customer for the parts order for the repair 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:After [redacted] came out to install the recall fix for Samsung on 11-22-our Samsung Washer never worked after the installationWhen I phoned Samsung on 11-22-they set up a visit to fix the machine on 11-27-On 11-27-the [redacted] peoplecame back out to install the recall fix - I explained that the washer hasnt worked since the recall fix was installed by [redacted] on 11-22-I asked the guy why he was sent back out - He stated that Samsung sent him outI called Samsung again on 11-27-after the [redacted] person left wanting to know why they sent them out and not a Samsung repair technicianTHey stated they could not answer that question and they would call me on Monday morning 11-28-I did not hear from Samsung on the morning or afternoon of 11-28-thus I called the repair person I have used on other appliances in my home and set said company up to repair the washerSamsung did call at approximately 5:pm on 11-28-to inform me that they would not pay for the washing of my clothes at a laundry mat and they could not give me a date when a Samsung technician would be scheduled to fix my Samsung Washing Maching - I advised the Samsung customer service person that Ii had set up my own service since I could not get them to reply or set up service to fix the washer that they broke (please note that the washer was still under warrenty), the Samsung person kept asking me if I am denying service which I replyed four times that I am not denying service I cannot get service from SamsungTHe 11-28-phone call ended and I received another phone call from Samsung on 11-29-from the executive customer service group and she wanted to know if I wanted the said washer fixed - I asked when would they have a service person come and fix it - she never gave me a date - I advised the person that I had set up service with a repair company to fix the washer and she asked who it was and I gave her the name and number of the repair service - she then said she could arrange for the seervice to be done by a Samsung person - I again asked when and would it be todayTHe Samsung person stated that she would call me back - I never heard from the person againThe repair comany that I paid for came on 11-29-and could not fix the issue because Samsung would not sell them the parts that where needed to fix what [redacted] broke during the Recall fix on 11-22-I went on 11-29-and purchased a new washing machineI have had other calls from Samsung customer support since this timeSamsung refused to service this washer, delayed service to this washer, and has caused much duress that was needless and I really believe intentionalAs a consumer and parent / husband I have to take care of my family and my families needs, I cannot go to work in dirty clothes nor send my childrenn to school in dirty clothesApparently Samsung does not care about my family or other families that are in the same situation due to the recall fix casuing other families to have washing machines that quit working after [redacted] installed the fix.I am not asking for a new machine nor will I accept a Samsung machineI bought this Washing machine becasue I was under the impression that Samsung would provide timely service and take care of the persons that purchased said appliances Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The phone was damaged by your repair departmentIt was never shipped to Samsung with a "cracked rear case"I called Samsung executive relations and opened a case file/complaint with them and I was assured a call back and an explanation as to how the rear case of my phone was damaged and as expected no one bothered to contact me back with this informationIf you rad the initial repair order that was generated by your Samsung customer service you will see that it was never documented that there was any other damage to the device other than a cracked screenThe phone was kept in a heavy duty case and when it was shipped to Samsung the case had not a scratch on itNot a dent, scratch, blemish nothingWhen it was received by your repair department the phone was inspected by a Samsung employee and the condition of the phone was fully documented including the presence of a sim card drawerNever ever was it documented, upon arrival, by your Samsung repair center employee that there was any damage to the rear case of my phoneIt was not until after the phone was in the possession of the repair center for several days that damage to the rear plate of my phone occurredFurthermore I requested through your executive team to explain to me how a piece of metal (back case) could have been crackedI could understand a dent ot scratch but never a crackI called your repair center in Texas and after an over one hour hold time the very snotty woman advised me that it was discovered that the back case had a "defect"Never did she advise me of a damaged or cracked rear plateWhen the phone ws repaired the technician wrote up the repair as cracked screen and cracked rear plate and cited abuse as the causeThe only time my phone was abused was at the SAMSUNG repair center where the phone was somehow dropped or hit with an object and or abused to cause damage to the rear of my deviceYour company treats consumers very, very, poorly and Samsung representative you speak to on the phone after an incredibly LONG hold time tells you a different storyYou have no consistency and you run your customers through a bunch of time wasting nonsenseFurthermore, and oh i'm not done,,, when I originally called Samsung to file a complaint about my paper thin and very delicate LED screen that is where the night mare began Your Samsung employee told me the phone was under warranty and would be repaired free of chargeLook at the repair order she typed upUnder "product information and in the warranty section she wrote "In Warranty"I was then advised to remove all hardware, reset my phone to factory settings (wow what a pain in the neck!!!) and ship my phone to the repair center for an "in warranty repair" Once imy phone was in possession of the repair center the games startedThey changed the repair order to reject the warranty claim and charge me $for the repair of my cracked screenAt this point no cracked rear case was ever mentioned or documentedAfter a huge fight and hours on the phone with your worthless call centers that have the longest hold time ever, it was agreed that your employee screwed up the repair order and totally inconvenienced me so the repair would be performed free of chargeThen after all of that nonsense your repair center managed to do further damage to my phoneSomehow they cracked and or dented the rear case of my phone either through abuse or through total incompetenceHow did the rear of my phone sustain more damage while at your repair center??? Answer the question SamsungLook at all of the documentation that you provided meThere was never an issue with the rear plate of my device until it was at your worthless repair centerI want my phone replaced end of storyWhile my phone was in your repair center it was subjected to such a strong impact that according to your Samsung representatives suffered a crack in a metal case!!! How could you crack a metal case???????????????? Answer the question Samsung and stop hiding behind layers of belligerent employees that do nothing but lie to customers to cover their incompetence and write up documents regarding the final repair of my phoneIt was Samsung that abused my phoneIt was Samsung that cracked the rear metal caseGet ir right for once!!!! You are the worst corporation I have ever delat woth in my life and I used to be a loyal consumerI currntly own over Samsung products including tablets, refrigerators, phones, a smart TV and a washer and dryer setNever againI will run from your brandYou have serious issues with quality and customer relations Regards, [redacted]

Samsung has reviewed Mr***’ complaint in regards to his Samsung.com order E-Commerce has advised that a refund in the amount of $402.79; reference Refund number [redacted] was issued for the order Please allow 3-business days to see the funds reflected 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 to address their concerns regarding their Blu-ray playerThe unit has been repaired and has been shipped back to the customer via UPS, tracking # [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 thru Friday and refer to case# [redacted] Thank you

Upon further review of the customer’s file, Mr [redacted] has received his refund and Samsung does not warrant reimbursement for the cost of the extended warranty, or taxesThe customer agreed to the refund amount as a final resolution during his discussion with ENR, this said there are no further accommodations availableWe 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 regarding his concerns regarding what will happen in the future with his unit and was advised that his concerns with customer service will be addressed Mr [redacted] agreed and the service will continue We apologize for any inconvenience and delays the customer experienced with this case For further inquiries, please contact ###-###-#### between the hours of 9am and 6pm EST, Monday through Friday When calling please refer to case# [redacted] Thank you

Samsung has reviewed Mr [redacted] claim in regards to phone Our system shows the agent handling his claim offered a FOC (Free of Charge) evaluation for the device which he accepted A pre-mailer was sent to Mr [redacted] to send in the device to the service center We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Dr [redacted] ’ complaint in regards to his phone Our system shows the agent who handled to complaint spoke with Dr [redacted] on 9/06/to discuss the complaint Dr [redacted] informed the agent that he dropped his device in the water at the beach and it is not charging and the sound is distortedThe agent informed Dr [redacted] that per the manual (pgand pg18), it states that salt water will harm the deviceThe agent offered Dr [redacted] the option to send in the device for an evaluation to see if the salt water damaged itDr [redacted] refused the offer, stating that he does not want to be without his deviceThe agent emailed Dr [redacted] to provide him with their direct contact information in the event he changes his mind and would like to proceed with an evaluation on the device Please have Dr [redacted] contact the agent if he decides to have the device evaluated 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 to address their concerns regarding their Samsung washerWe have advised to the customer that we understand that there is a service repair scheduled for Monday, April 20, between 1-5pmWe will continue to follow the claim to ensure the repair visit is completeWe also provided the customer our contact information should he have any further questions or concernsWe 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 E-Commerce regarding the customer’s concernsAs per Prizelogic, we are waiting on a reply from the Fulfillment Center regarding the return of the product per AGS tracking the status is “returning to shipper” on 12/15/Once we have established the product has been returned we can proceed with the refund process for the customerWe 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

[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 If the repair is unsuccessful I will expect Samsung to take further action to replace the unit [redacted] ***

Complaint: [redacted] I am rejecting this response because: Samsung is not addressing the facts How can this be a maintenance issue when the first service call was a month into owning a brand new dishwasher? The smell would not have been present so quickly if there wasn't an issue with something The fact that it's taken technicians to come up with a part that just so happens to not be covered under warranty is absurd And it's been proven that the technicians or Samsung is altering tech notes and claims to replace parts that haven't been addressed.A dishwasher's intent is to CLEAN, correct? So how can Samsung claim that the issue I'm having is due to me not cleaning? There is NO damage to the dishwasher, the part (bottom door gasket) that's being suggested to be replaced has nothing wrong with it.As I've mentioned in every email and phone call - clearly the issue goes beyond a gasket, sump seal, hook-up, cleaning, etcso I just want Samsung to authorize another technician to come out and re-access the dishwasher, the hook-ups, connections, parts, pieces, you name it thoroughly.Bottom line is Samsung keeps addressing something that's been months in the making (and altered to boot) and not addressing or ever answered how or why this issue has been going on since the first service call, ONE month into owning it? If it were a customer maintenance issue - the service calls would have started MUCH later Regards, [redacted]