Samsung Electronics America

Software updates for phones using the Android operating system are produced by Google and distributed by the service provider, such as [redacted] , [redacted] , [redacted] or ***Once downloaded, these updates cannot be reversed, nor can they be blockedIf symptoms are present under the coverage section of the Samsung warranty the consumer is welcome to return the device to Samsung for warranty serviceSamsung as a courtesy will evaluate the product and determine the appropriate resolution to this issueTo process a new service ticket for evaluation contact can be made to Samsung Customer Support at ###-###-####.Thank you

Upon further review of Mrs [redacted] complaint, E-Commerce has advised that there is a slight delay in the issuance of promotional codes at this timeE-Commerce has also advised that the case has been escalated to upper management for further assistance Mrs [redacted] will be notified via email by an E-Commerce agent once the code has been generated in the system E-Commerce sincerely apologizes for the delay and is working diligently on trying to resolve the case Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Dear Mr [redacted] : Thank you for contacting Samsung Electronics America, Office of the President We appreciate the opportunity allowing us to respond to your inquiries and concerns We sincerely apologize that we were not able to provide a resolution for your complaint at this time and we will consider this case closed If you should have an issue with your device (within warranty) in the future, please contact Samsung customer service for further assistance Thank you for being a valued Samsung customer, again we apologize for the inconvenience you experienced with this caseSincerely,Samsung Office of the President

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN39FH5000FXZASamsung has reviewed Ms [redacted] ’s file history and have advised to Ms [redacted] that it has been determined that her unit has physical damageSamsung offers a one-year limited manufacturer’s warranty and this type of damage is not covered under our warranty therefore Ms [redacted] ’s warranty has been voidedThis includes “concealed damage”, where the product is damaged even though the box is notIn these types of cases, Samsung will have to refer Ms [redacted] back to her place of purchaseWe respectfully will not honor Mr [redacted] ’s request for a replacement or refundWe 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

I bought a faulty 4k television set from Samsung, To do troubleshooting on it I went out and bought a Evolution kit and a UHD movie packAfter numerous failed attempts at repair it (and months later) was finally agreed upon that my TV set would be exchanged for a newer modelI asked the lady who set up the repair what they could do about the extra hardware that I purchased and she stated that they will refund me the amount since the day return policy from [redacted] had long expiredI sent various emails to the rep in ECR team by the name of Caitlin and I never got a replyI have chatted to customer support reps at least times and I am told that someone within ECR will contact me to get this set up, but I have not heard anything back and it has been at least months since this was set up I want a refund for the Evolution kit that I was forced to buy for troubleshooting purposes

Samsung has attempted to contact the customer at ###-###-####or ###-###-#### to address their concerns regarding their TelevisionA Samsung representative has left a message for the customer, her Television is considered concealed damage and is not covered by Samsung Limited WarrantyThe customer’s retailer [redacted] would be responsible and should be contactedWe 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] 4.Thank you

Samsung has contacted the customer regarding her concerns with her request to be credited for the unitWe apologize however if the same unit is available the retailer generally provides the same model 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 Friday and refer to case # [redacted] Thank you

Upon further review of the customer’s file, the customer initially rejected our offer for a service after explaining that he will be able to be set up for thisA Samsung representative persuaded the customer to wait for a week, however, rejected this and asked refundWe apologize for any inconveniences and delays the customer may have experienced with this case For further inquiries, please have customer contact Samsung at [redacted] the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer regarding their WasherThe customer has been offered a refund and the customer has accepted 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

Complaint: [redacted] I am rejecting this response because:Samsung came out yesterday March 2, and they installed a new cooktopToday, we saw many small hair lines of cracks that could be potential major crackI will call Samsung on Monday to let them know and come out for inspectionI also want them to understand that we as consumers did not do anything to cause this crackI will call Samsung Monday and will speak to them about it Regards, [redacted]

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the consumer has been fulfilledTheir order was sent to the fulfillment company on April 8thOnce tracking is received, the customer will be sent the tracking numberWe 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 their RefrigeratorThe customer has informed the representative that they will follow up with a decision regarding 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

Complaint: [redacted] I am rejecting this response because:Yes, I do realize that this TV is a few years oldBut the original data on this model was that it included an Internet connect via [redacted] for the News, Weather and Stock Market resultsAll of which stopped working last yearThe TV no longer works as advertisedIf the original provider of this service is not providing the service any more then Samsung should have a “work around” or at least notify all consumers with this model that this function is not working.I would also strongly suggest that Samsung look at their own Internet Forum on [redacted] where they will find many complaints about this subjectCertainly 100’s or thousands of consumers with these models are NOT happy that this function is not working.I don’t know who at Samsung answered my complaint, but it seems to be a “run around” and I will explain whyI have been in email contact with Samsungs Technical Department no less than times about my issueAnd here are the results (all of which had nothing to do with the age of the TV)3/ ID: [redacted] I was told to do a “factory reset” and explained how to do it 3/ ID: [redacted] I was told that there are “no reported issues with this TV” (not if you look at Samsungs online forum) I was also told to contact “***” which is impossible 3/ ID: [redacted] Again was told to contact “***” 3/ ID: [redacted] Now I was told that I needed a Samsung Repair person to come to my home to diagnose the issueI told them that all possible diagnostics were done and that the issue is NOT the TV, wiring, router or Internet connections, the same issue everyone else is having 3/ ID: [redacted] I was now told that they would have send my issue to a higher departmentThey asked me to provide Network information, any error messages and photos which I did supplyAll tests show everything is work except the InfoLink data itself 3/ ID: [redacted] They thanked me for sending all the information and said they were sending it to the appropriate Department.One can only feel that being bounced from one tech to another does not instill confidenceBy the way I am the owner of different Samsung products of which are TV’s.Thank you Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DW7933LRASR/AASamsung has authorized an exchange for the customerUnfortunately, Samsung will have to deny the customer’s request for an extended warranty and for additional compensation 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 the customer regarding their televisionThe customer has accepted an accommodation for free of charge repair 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

Samsung has reviewed Mr [redacted] claim in regards to a refund for his tablet Our system shows a refund in the amount of $233.19; reference Txt# [redacted] was submitted for the device In addition, Mr [redacted] SD card back was shipped back today, 6/14/17; reference tracking # [redacted] to the address on file We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because:I not technically rejecting this response as I will send my phone in to get looked at, but I don't want this case closed until it is resolved I received a shipping label from Samsung Customer Service, [redacted] and will get my phone in the mail on Monday Regards, [redacted]

Thank you for allowing Samsung the opportunity to review you claim.We have confirmed a copy of the proof of purchase was providedA request to issue a gift card for the purchase amount of the gear circle has been made.We do apologize for any inconvenience this may have caused.Thank you

Upon further review of the customer’s file, a Samsung Representative has attempted to call the customer on 4/and as well as an emailThe customer has been offered parts only repair for the unit based upon the last repair service in We are still waiting for the customer’s responseWe 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 further review of the customer’s file, a Samsung representative has contacted the customer on 12/Unfortunately the customer was unavailable and the representative left a message on their voicemailWe 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