Samsung Electronics America

Upon further review of Mr [redacted] concerns he was sent return labels for the products on his order on 1/10/The customer returned the products without the return labels provided by SamsungA refund has not been submitted for the customer's order because we are unable to verify if the Samsung Galaxy S7, 32GB, (Unlocked), Black Onyx has been received backThe customer stated that he dropped the Samsung Galaxy S7, 32GB, (Unlocked), Black Onyx at the post officeThe customer was under the impression that this was refusing the orderRefusing the order means: Not accepting the orderThe agent reviewed the following tracking [redacted] for the Gear VR and it shows it was received back our Samsung warehouseThe Gear VR was a bonus item so the customer was not charged for this product so a refund does not need to be credited for this productI reviewed the tracking for the Samsung Galaxy S7, 32GB, (Unlocked), Black Onyx (Tracking: [redacted] ) it does not show that the product was returnedIt shows that it was delivered to the customerIn order to submit a refund for the Samsung Galaxy S7, 32GB, (Unlocked), Black Onyx we need the returned tracking for the productThe customer has been informed of this previously We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, the customer has been offered a one time free of charge accommodation 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

Complaint: [redacted] I am rejecting this response because:I have still not received a credit back for the product I never received Regards, [redacted]

Complaint: [redacted] I would really appreciate an explanation or a line of reasoning from Samsung as to how they determined my damage to be physical damageIn my previous complaints, I have outlined the fact that there was no damage to the packaging, verified by photographic proofI have declared that the damage was discovered immediately upon the removal of the television from the boxI have also declared that the cracking pattern seems to have started by some type of expansion underneath the monitor's plastic coating that caused a bulge and stressThis is supported as well by photographic evidence showing no other signs of damage like scratches or dents that would have occurred as a result of dropping, hitting, or crushing the televisionAll I have received from Samsung is general declarations of physical damage with no explanationNobody has explained to me how the type of damage I have received can be caused by some type of physical impactTherefore, it appears to me as a simple effort to avoid warranty obligations, since physical damage is clearly not coveredUntil I receive some type of logical explanation regarding this damage, I cannot accept a business response as a resolutionLet me also restate that I am simply looking for free repair or replacement as a resolution Regards, [redacted]

Samsung has attempted to contact the customer regarding their washerUnfortunately, the customer has not been available and we have not received a responsePlease that customer contact us at [redacted] so that we may assistWe 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] Samsung has advised to the customer that based on the assigned service technicians advice it has been determined that the Sensor Temp/Thermometer needed to be replacedWe explained to the customer that Samsung Tech support has determined that the best method of the repair is as listed and unfortunately is not covered under our Sealed System warrantyRepair service was scheduled and completed as of Sept 1stWe 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: They are not correct Samsung has told me on the phone and with email the IMEI number is valid.A manager at the Toronto, Canada with the name Kwame told me the problem is with SamsungThis statement is the same statement I have been receiving which is not true Reference number [redacted] has all the information includingthe confirmatoin the Samsung Galaxy Edge that was purchased is eligibile for the promotion Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: “Samsung will not be able to repair the phone and Mr [redacted] would have to pay OOW (Out of Warranty) fees to have the phone repaired.” YOU ARE RIGHT, This was never a warranty repairThat is why I paid the $for a NON-WARRANTY repair I don’t understand why you all cannot get this You keep saying that I would have to pay OOW, and that IS WHAT I PAID FOR Also, I have looked at my bank account, and I have no evidence that you refunded my $ Regards, [redacted] ***

As per Samsung e-commerce division the order # [redacted] has been cancelled under cancellation request ID [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 FridayThank you

Complaint: [redacted] I am rejecting this response because: We should not be penalized because Samsung had a recall and then changed the color and design of the washer.Out of goodwill, Samsung should give a discount on the dryer so that we will have a matching pair Regards, [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] , I have now received the product Regards, Shemeka [redacted]

Samsung has reviewed Ms [redacted] claim in regards to the rebate check for her washer Our system shows a rebate check was issued on 03/13/2017; reference # [redacted] Please allow for 7-business days after the check has been mailed to receive it We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their Blu-Ray playerThe customer has agreed to move forward with repairThe customer is being set up for repair service and has been sent a shipping label for retrievalWe 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: I am rejecting this because Samsung is RIDICULOUS! I was suppose to get the $promotion on January 1st as this expires on March 15thI got an email on March 2nd with a $certificate but I have to use it by March 15th as that's when it expires I would like to reason with you hereAfter arguing with Samsung about my reward submission for several weeks now and finally filling a complaint against you with the Revdex.com, you send me the certificate to be used before March 15thDo you realize what day you sent that? do you realize that I should have received this certificate on January 1st? Samsung's unethical business practice of pushing the customer, me, around until I have to file a complaint to receive what I was promised is astonishingTo add insult to injury, you don't even give me weeks, not week and not even a mere weeks to decide on what I would like to use my certificate forThis leads me to believe, that Samsung have done this with the sole purpose of making me miss the deadline, which is the equivalent of not having received the certificate to begin withit's not only troublesome the way Samsung's business practices are but it is also worrisome about the direction Samsung as a company and their different divisions are going based on what I had to go throughI responded back to the person that sent me the certificate, but just like Samsung, she didn't care or let alone respond to my emailI hope you take my concerns into consideration, prove me wrong and remedy the situation by either extending the certificate expiration date, or creating another viable solution that doesn't require compromise on my part Regards, [redacted] ***

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, the customer was rejected by [redacted] for T1-No CTN Activity MatchWe will resubmit to [redacted] for review of the customer’s accountWe 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

Samsung has reviewed Mr [redacted] claim in regards to registering his device under his Samsung account Our system shows the agent who handled the claim spoke with Mr*** on 7/19/to first apologize for the customer service experience he received and informed him that his feedback has been documented for agent improvement Mr*** informed the agent that his issue with registering on the Samsung application has been resolved We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted Prizelogic regarding their concernsAs per Prizelogic, "Arial","sans-serif"">the consumer’s gift was delayed due to inventory shortages at the warehouseWe have expedited his request and communicated this with the consumerWe 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

Revdex.com:last time I received an email from Mrs [redacted] was on 12/I pasted the copy of that below{Thank you for speaking with todayI have submitted your refund for approvalOnce approved, one of our carriers will contact you to schedule a pickup of the TVIf the TV is mounted, please have the TV un-mounted and ready for the carrier to pick upOnce the TV has been picked up and the refund department has been contacted by the carrier, the refund check will be sent to you Your refund amount is $Your refund transaction number is [redacted] Please retain the unitIf you have any questions or concerns, please feel free to contact me.}Over the phone Mrs [redacted] informed me once refund department has been contacted by the carrier its going to take business days for check to be issued.I don't agree with the fact that once someone comes to pick up my TV, I will be left here for several weeks without a TV All of this was due to purchasing a defective TV which is not my fault.At this point(to date 12/29), I have not been contacted by the refund department nor the carrier This shows me that things do not run smoothly and I can most likely see a long delay in receiving my check once my tv is picked up I feel I will have to be calling and following up to get my refund-this is concerning There should be a more efficient way for me to receive my refund without having to be "punished" in this manner I spent a lot of money on this TV.I have reviewed the response made by the business in reference to complaint ID 10349722, and find that this resolution is not fully satisfactory to me

Samsung has reviewed Mrs [redacted] claim in regards to the delay in delivery of her refrigerator Mrs [redacted] stated she was offered $from [redacted] for the delay in delivering the unit but she has not contacted them yet for the compensation The agent that handled Mrs [redacted] claim advised her that the compensation of $through [redacted] is only amount that can be offered No further accommodations will be made for this claim We sincerely apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because: I feel like Samsung does not do enough to handle the way it's customer "care" specialists are treating customersThe reason I asked for remuneration for the expense we had to endure was because Samsung wanted to continuously put us off for WEEKS before doing anythingHad [redacted] not stepped in and taken up Samsung's SLACK we'd probably have never gotten our range fixedHad the Revdex.com and [redacted] not intervened, we might STILL be forking out for meals a DAY for a family of fourSo much for Samsung's care and appreciation towards customers; at the very least an OFFER of assistance would have gone a long way, instead the agent I spoke with was very snotty and even snickered at the suggestion Samsung would think of making such an offerIf the roles were reversed, I can assure you SHE would feel the exact same way I didNow, I love the new range, and I appreciate what [redacted] did in helping me, because I understand that Samsung will NOT pay them back for their act of kindness, as Samsung DOES NOT replace their productsEveri suggested to [redacted] Corporate they might want to rethink doing business with Samsung as Samsung's lack of consideration towards CUSTOMERS actually reflects back poorly on [redacted] , because I found myself forced to go after [redacted] to get ANY help AT ALLIf Samsung had their way, I'd likely be STILL trying to get serviceI wouldn't so much call this a "rejection" so much as I'd call it a pointed attempt to get Samsung to look into their practices and not brush me off with a chain-letter response Regards, [redacted]