Samsung Electronics America

Our files indicate that the customer’s complaint regarding Model # DW80F600UTS/AA has been reviewed an additional time per customer’s rebuttal request. Based off of our customer service records, we show that we have recently contacted ***’s for a copy of the customer’s purchase receipt since we have not received it from the customer yet in order to process the exchange. As soon as we receive a copy of the purchase receipt from either the customer or ***s, we will be able to process the exchange for the unit. We will monitor this customer’s file to ensure completion. 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] 3. Thank you.

Complaint: [redacted] I am rejecting this response because: That's already been done. Order # [redacted] . I was told that this would be sent lickety split once it was purchased (which, to reiterate, I wanted the free one). Now I've received the free one, and your staff is refusing to cancel order # [redacted] saying that it will be removed on it's own because it's out of stock and anybody (including you) that tells me otherwise is lying. "It's gone forever. Just wait and the order will cancel..." It's been almost a month now and the order still stands, and I've still been charged for something that I've yet to receive, or yet to see cancelled.... Regards, [redacted] ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. As a one-time courtesy Samsung has authorized repair of the scratched LCD. Please ship the phone using the UPS E-label emailed and refer to Service Ticket #:... [redacted] Please note that Samsung does not manufacture screen protectors. This item can only be found via a third party. Thank you

Samsung has contacted the customer regarding their television. The customer has confirmed the shipping label was received and is set up for 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 ###-###-#### between the hours of 9AM and 6PM EST, Monday through Friday refer to case # [redacted] 4. Thank you.

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review. However in Mrs. [redacted] case, she purchased the unit on sale and has been previously advised that Samsung will not refund her more than what she paid for the unit. Samsung’s stance remains the same. Other than the refund amount offered by the agent for the unit, no additional accommodations can be made 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 the customer’s concernsAs per Prizelogic, the rebates have been shipped on 8/8/ 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 Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his BOGO rebate for his Samsung.com order Our system shows a rebate refund in the amount of $790.00; reference Refund number 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

Complaint: [redacted] I am rejecting this response because: Repair was authorized for this device, however it was NOT repairedSamsung called to tell me they did not have the parts to replace it, they refused to send it to another repair facility, and gave me choices for how to handle the situation1) Accept a lesser replacement device, the Samsung Gear Fit (This is an activity tracker, NOT A SMART WATCH.) or 2) Accept my device back unpaired and "figure it out on my own" as their CSR suggestedSo much for a manufacturers warranty within yearOnline is flooded with people who have the same issues with the watch arm band breaking at the screen housing as mine did( [redacted] ) Or my EXACT issue here ( [redacted] 2/general/reason-to-buy-gear [redacted] ) Extremely disappointed in Samsung, the atrocious Customer Service and will no longer support any future endeavorsThey got their last dollars from me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: No one has been in contact with me I have tried multiple times to no avail The best number to contact me is 603-660-and e-mail d [redacted] @gmail.com Regards, [redacted]

Samsung has contacted the customer regarding their concerns with their TelevisionSamsung has approved an exchange replacement of the Television and customer has acceptedWe 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

As per Samsung E-commerce division regarding the customers concerns The customers’ submission was entered and approved on 12/12/when the paperwork was supplied We apologize again 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 orders Our system shows an agent from the E-Commerce Division went over the list of orders that qualified for the T-Mobile BOGO offerMr [redacted] order was not on the list and does not qualify for the BOGO T-Mobile offerThe BOGO offer was for a limited time and while supplies lastThe offer ended on May 23, at pm eastern time and Mr*** placed his order on May 24, Mr*** requested to return the products on his order and was informed that a request will be sent to the returns group to have a return label generated for each of the Galaxy S64GB (T-Mobile) mobile devices on the orderMr [redacted] should have received the return labels sent to the email address on the Samsung.com order ( [redacted] ) on 6/20/In addition, the agent also advised Mr*** that once he received the return labels, he should immediately return the products to avoid the labels from expiringOnce the products have been received back at the Samsung warehouse Mr*** will receive a refund for the products on the order We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Complaint: [redacted] I am rejecting this response because: As stated in the original complaint, I disagree that a company that makes such high-end products cannot fix a problem voiding my warranty due to something else that does not have relation to the first problem.I compare it to denying to fix the failing electronic component of a washing machine because there is a dent in the bodyOr that a car factory refuses to fix the car's engine because the glass has a crack in itDoes not really make senseI have never requested or expected the screen to be fixedBut a repair on a device that reboots by itself and which battery drains/shuts-down at 15% charge remainingSamsung stated that I abused the device and for that reason the screen is broken, which I again disagreeIt indeed had a small accident that, nonetheless, did not interfere with the device functionality in any wayHowever small accidents happen to cell phones and I not only not abused it but also had a cover that has not prevented the crack, unfortunately, due to the nature of the curved screen of this particular deviceWhat I would expect of a company of Samsung's size and reputation would be making note of the device's condition (damaged glass) and that portion will not be fixed, however that other malfunction that is not linked to the glass can and should still be fixed under the warrantyThe quality control would, then, state that the device passed all tests and, again, that the original condition received (damaged glass) was not fixed and that screen may have passed others tests but not the one linked to this specific problem Regards, [redacted]

Samsung has contacted the customer regarding her concerns about the damage to the floor Ms [redacted] has provided the pictures that were requestedThe pictures have been sent to the Regional Service Manager and we are waiting on a responseOnce response is given Ms [redacted] will be contacted 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WA50F9A8DSW/AWe immediately addressed Ms [redacted] ’s concerns and she accepted our proposalWe therefore consider this matter resolvedWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claim We certainly understand your distress regarding the functionality of your handset and apologize for any ongoing issues you may have experienced We would also like to confirm that if the unit has experienced damage or is out of warranty by date (it was purchased more than one year ago) a standard charge will apply for the repairs to your handsetThe standard rate of $will cover the evaluation as well as the repairs needed for your product as long as there is no additional physical damage to the product which may require an additional charge Should additional damage be found you would be contacted for payment, or to determine whether you wish to have the handset returned without repairIn this particular case, your handset it question SPH-L900/ HEX # [redacted] has been determined to be out of warranty by date and will require a payment in order for Samsung to provide repair Unfortunately, we cannot honor the request of a replacementIf you wish to proceed with repair service please contact Samsung Customer Support at ###-###-#### and a live agent will be available to assist you with processing your new Service TicketIf you are in need of a device during this time we would have to suggest contacting your carrier for possible loaner availability, or requesting one from a friend or family member Unfortunately, Samsung does not offer loaner devices for use during repairWe do apologize for any inconvenience this may case

Samsung has contacted Mr [redacted] regarding his concerns with his television The customer was offered an exchange 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 thru Friday and refer to claim# [redacted] Thank you

Upon further review of the customer’s file, Samsung has contacted Product SupportAs per Product Support finds the small amount of dark and light areas to be and in no way affects the quality of the pictureThe LED backlights are on when the TV is on, so when you don't have any signal going to the TV screen and the room is totally dark, it will have light and dark areasAlso, most customers drive the panel too hardWhat I mean by this is that the customer has gone into the menu and maxed out all the picture settingsExample: Picture setting to Dynamic, Backlight settings, brightness and contrast settings are at their maximum levelsIn a dark room you don't need the brightness and backlight settings set so highThis is inherent to all LED TVs, all manufacturers 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 reviewed Mr [redacted] claim and it shows that two (2) certificates in the amount of $each; certificate #: [redacted] - $and certificate #: [redacted] - $was emailed to [redacted] and also provided to him We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

As per warranty the product must be shipped to Samsung for warranty repair Samsung cannot provide resolution if the product is not shipped to the repair center for evaluation Please contact Samsung Customer Support at ###-###-#### to have a new Service Ticket processed Thank you