Samsung Electronics America

Samsung has reviewed Mrs [redacted] ’s claim in regards to her phone and as previously advised, Samsung’s protocol is for technical support to check the phone first to determine the issue and try to resolve it with repairIf the issue with the phone cannot be resolved with repair, then the next option would be an exchange or refund Mrs [redacted] refused the service option at this time No further accommodations will be made for this claim other than the aforementioned If Mrs [redacted] decides to proceed with the service option, she may email [redacted] to the agent handling her claim; reference Txt# [redacted] We apologize for any inconveniences and delays the customer may have experienced with this case Thank you Tell us why here

[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 Regards, [redacted]

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

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 has contacted Risk Management department regarding the customer concerns with their Washing MachineAs per the department, the complaint has been submitted to SFMSFM will be working directly with the customer to resolve this claimWe 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

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

As per Samsung telecommunication division received request to review case for package shipped per notes on [redacted] under UPS tracking [redacted] due to the tracking showing the device went from Texas to Mississippi and the customer lives in New YorkChecked UPS.com informationAdvised agent address on file was Mississippi and customer’s corrected address needs to be obtained before we can attempt to assist, as well as UPS tracking shows the package was signed for by “Johnson” at a UPS facility which would involve ID being checked at time of pick up and customer has not called back since date of pick up 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 and refer to claim# [redacted] Thank you Tell us why here

Samsung understands the concern, and need for repair of your productYou are welcome to have the phone shipped to Samsung for evaluation at no charge, however, if the phone is found to have physical damage you would be contacted to paymentIf contact is made a decision can be made at that time to proceed with payment, or have the unit returned unrepaired.As you may have been informed physical damage is not covered under the Samsung Standard Limited Warranty as we cannot speculate how damage occurred To proceed with evaluation please contact Samsung Support at ###-###-#### to arrange a Service Ticket

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 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

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: 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] ***

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

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorThe customer advised that the extended warranty company Assurant called and indicated that the part needed for repair was no longer availableThe customer also advised that Assurant will refund him his contractWe explained to the customer that we are aware of this information and advised that we can offer a pro-rated buyback (refund) based on date of purchase on the unitWe asked for the customer to provide to us a copy of his purchase receiptThe customer indicated that he will need to contact Lowes and will follow up with us with the information regarding the purchase receiptCurrently, we left a voicemail for the customer to follow up with us and are waiting for a call back from the customerWe 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 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]

Complaint: [redacted] I am rejecting this response because: At this point I have been provided with restock dates, each restock dates gets postponed [redacted] department should know what number in the queue I am and how many units they are restocking, but rather Samsung works on the principle of providing hopeMy current restock date is as of 20th Feb, which I have very little hope that it will be metThe customer service is not able to offer any upgrade of TV model or sizeThey have offered me $discount, but for the effort this has taken on my part, their offer is penniesFor me to settle, I am asking for a decent $discount (which puts the cost of TV from $retail price to $employee pricing) and a guaranteed delivery with the next restock date which is Feb 20th Regards, [redacted]

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: “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] ***

I am rejecting this response because: Samsung will not provide actual proof but link to forums from third party sourcesThe Samsung Evo issue is hardware relatedhttp://www.anandtech.com/show/9196/samsung-releases-second-840-evo-fix

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