Samsung Electronics America

I am rejecting this response because: I was unable to respond to the e-mail as I was out of the country and incommunicado. No phone or e-mail access. I have since responded with the requested info.

Complaint: [redacted] I am rejecting this response because: Whatever you have said is not true. No one from the e-commerce department is working with me. I had placed my order on Dec 15th today its Jan 26. Its one and a half month. Instead of helping out you give this kind of stupid responses and wasting my time. I will never buy samsung products. Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: 1) As I clearly stated in my original complaint on April 8, 2015 these five SSDs are used on an Apple Mac running Mac OS X. A full nineteen days later, Samsung suggested solution is to run a newly released "Samsung Magician" program, yet Samsung knows full well that the "Samsung Magician" program will not run on an Apple Mac running Mac OS X! The "Samsung Magician" software is intended only for users of Microsoft Windows!2) Since November 2013 and at some inconvenience, I have installed a total of FOUR firmware updates to these drives only to see the read slowdown continue or to recur within months of the firmware application. I spent nearly a dozen hours executing Samsung's "Performance Restoration" tool on these SSDs in November 2014 which turned out to be a complete waste of time -- their promised fix did not last and read performance steadily deteriorated. At this point, my patience has run out. I have endured over a year of significant underperformance compared to the advertised specifications of these drives.3) Samsung's email service has been blacklisted by UCEPROTECT for sending spam email. If Samsung remains incapable of sending email correctly, we will simply have to correspond via the RevDex.com which has no trouble emailing me. Regards, [redacted]

Samsung has contacted Mrs [redacted] regarding her concerns with her refrigerator Mrs [redacted] stated that her unit has been repaired, however she lost foodThe agent requested that Mrs [redacted] send in an itemized(food item and pricing) food loss list and she will contact her back once receivedWe apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, we are unable to replace the soap dispenser area that would resolve the rust issueA Samsung Representative has offered the customer a buy back in the amount of $We are waiting on 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]

Samsung has contacted the customer regarding their televisionThe customer is satisfied with the repair under transaction # face="Calibri"> [redacted] .The customer was provided extended service warranty for parts and laborWe 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: THe business should honor the advertising they put on their own website Regards, [redacted]

Samsung has contacted the customer regaring their washer.The customer has informed us that she received resolution through her local retailer for her unitWe 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

Upon further review of Ms [redacted] claim, our system shows the agent handling the claim spoke with her on 5/17/and submitted a request for service; reference Txt# [redacted] for repair on the unit An ASC agent will be contacting Ms [redacted] to schedule the repairWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung contact the customer to address their concerns regarding their Samsung EVO SSD We contacted the customer via Email and informed him that the fix is now available from www.samsung.com/samsungssdWe 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 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 I thank Samsung Office of the President for the resolution Thank You Regards, [redacted]

Samsung has contacted the customer regarding their ovenThe customer has been offered reimbursement of the difference in the repair cost amountWe are currently 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 ###-###-#### 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 unit has been deemed physical damageUnfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibilityWe 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

Complaint: [redacted] I am rejecting this response because:This was not the outcome, we never discussed a fourth repair!! They gave me the amount that I originally paid toward a new machineAfter a lot of stressful phone calls, including from Samsung management, I ended up going back to the retailer, and purchasing a downgraded model for the same moneyMy husband and I are extremely disappointed!! I stand by my initial claimThey had stock on the original dryer and should have swapped it outI do not agree with their business tactics, and will never purchase another Samsung product again Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to returning his phone Our system shows that unfortunately, Mr [redacted] is outside the allotted day return policy for carrier based devices; the 14th day was May 4, The E-Commerce Division cannot submit a return request at this time We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their Television The unit has been deemed physical damageUnfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibilityWe 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

Complaint: [redacted] I am rejecting this response because: The Samsung rep did not educate my husband on anything he basically told us that we have no other options and that after the second service call they will escalate it to the next level to see what options they have as a resolutionWe returned our other Samsung products before installation and will never recommend or buy another Samsung product due to their customer service and their productsIce maker still does not function like it is suppose to but there is no use in discussing it with SamsungWe were taken for a ride on a bad product from a bad company, and there was no mention to us what so ever about the additional expense we incurred for ice during the entire duration of the chaos of the attempted repairs Regards, [redacted] ***

Upon review of the customer’s file history, an exchange ticket was processed to this customerWe 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] Also you could reach us at [redacted] Thank you

I am still have trouble getting Samsung to resolve issues with a defective device I purchased in February After many attempts to have the phone repaired on 9/I received a replacement phone Samsung however the phone is not compatible with the network for my cell phone carrier.I have been in contact with Samsung to get the phone properly registered with my cell phone carrier with no successAt this time Samsung has replace the defective device with a device that cannot be used at all.Below is a update of the events I have also attached an updated timeline from the beginning to current.At this point I want an upgraded phone that will work properly with my network or a full refund.see below:9/10:A.MI received a call from ***He stated they have received my phone he asked me again to explain the issue so that he could relay the issue to the techI once again explained and request that the phone be replaced if not repairable [redacted] stated this is the repair center they can only attempt to make repairs and that I would need contact Samsun directly to request a replacementHe provided me the phone number of ###-###-####.I have been extremely patient, extremely cooperative and extremely inconvenienced (with the constant phone calls to Samsung, the constant printing of shipping labels, constantly calling my carrier explaining the situation and have my service switched from one phone to another, constant packing up my phone and driving to UPS to ship and the constant inability to use my phone and features as designed)It has been almost a year and I have not been able to enjoy the phone and feature that I have paid forEnough is enoughSamsung is a multi-billion dollar company which made more than $billion last year and holds more than $billion in assetsSamsung needs to honor the manufactory warrant since the device has been returned several times and repairs were not successfulI am requesting that Samsung replace the defective device (retailed for less than $300)Has Samsung forgotten that customers are their most valuable assets?9/11:05am received an email from Samsung repair center stating the phone has been tested and no problems found9/12:40pm filed a written complaint on Samsung.com also filed a complaint with the Revdex.com9/2:pm spoke to Don/SamsungDon stated he attempted to call the repair center several time but only gets a voicemailI asked to speak with a supervisor.9/3:00pm Abdol/Samsung Floor SupervisorAbdol was extremely rude and unprofessionalHe laughed several times as I explained the issueHe told me there was nothing wrong with my phone and that it was already being shipped back to me so there was no chance of me getting a replacementI asked for his supervisor he told me I could not transfer me to his supervisor but he could give me the name and phone numberI asked for that information he told me the name was Kevin but he could not provide me a telephone number but an ID number I asked for the ID number he then told me that he did not know the ID number he would have to contact Kevin himself to get itHe then offered to transfer me to Advance Support.3:11pm Alvin/Advance Support came on the line he apologized for Abdol’s behaviorAlvin stated he was not sure he could stop the return of the phone but would go ahead and submit a request form requesting a replacement or upgraded phone.The evening of 9/I received a UPS package tracking number 1Z AY4***-***-***from Repair Services Inc [redacted] ***In the package was a orange and grey [redacted] box label Samsung Galaxy SIII.9/I called [redacted] to have service transferred to the replacement phone I received from SamsungI was advised they were not able to active the phone over the phone because it was reflected as Sprint phone in the systemThe representative stated she believe Samsung sent me the wrong phone but suggested I take it to a Boost Phone for them to look at it and see if they could scan the phone to get it in the [redacted] system then activate it.9/9am I went to a local [redacted] store the associated attempted to active the phone and received the same resultHe then contacted [redacted] who in turned contacted SamsungInitially the Samsung representative told Boost that they do not send replacement phones and phone did not come from SamsungThe store representative then put me on the phone with the Samsung representative I again the issue dating back to the original purchaseFrom there I was transferred twice then left on hold for more than one hour when I disconnected the call and left the store I informed the store associate I would call Samsung from home when I have all of the ticket numbers so that I can get to the right department to assist me3:pm I called Samsung at ###-###-####Jerome/Samsung reviewed the notes then transferred me to Noel/Advance Replacement DepartmentNoel stated I would need to send the replacement phone back so that it could be registered with [redacted] He stated this would take 7-business daysI advised Noel that waiting another 7-days is unacceptableSamsung once again made a mistake I asked for an overnight shipping label instead of a day shipping label he stated would be sentHe stated he could transfer me to Executive Customer Relations to see if they could offer me something different4:18pm I was transferred to Danny/Executive Customer Relations ID#Danny stated he would put in a ticket with the back office team to have them register the phone with Boost without me having to return the phone and that I would be able to activate the phone with Boost Monday afternoon.Tuesday 9/9:57am Cindy/ [redacted] states the phone still is in the system as a Sprint phone and not compatible with Boost 9:59amI called Samsung againAshley/Samsung stated she would transfer me to Executive Customer Relations10:11am Charles/Advance Support came on the line I advanced him that I was supposed to be transferred to Executive Customer Relations he then transferred me again10:23am Adia/Executive Customer Relations ID# [redacted] came on the lineI again explain the issue from beginning to endAdia stated that what Danny did was wrong that I should have returned the phone to Samsung for them to register or replace itAdia stated she would like to call me back in about two hours after Danny returns to work so that she could discuss with him to see if there were other options she was unaware ofI asked for a direct number to Executive Customer Relations she stated she was not able to provide a direct number that I would have to go through the multiple transferred each time I calledI advised I did not want to get office the line because Samsung has not returned calls as promised in the pastI then repeatedly asked Adia if there were any notes on the account from DannyEach time I asked she stated she believed the phone had to be returned to registered she would not answer rather or not there were notes on the accountAfter three time of asking her about Danny’s notes she placed me on hold to read the notes10:amAdia came back on the line and acknowledged that Danny did notate the accountShe then stated she would contact the Back Office Team to see if he really did put in a ticket to have the phone registered11:20am Adia came back on the line and stated that she was working with the Back Office Team to get the phone registeredShe asked for the Model number and a few other details which I provided her then she placed me back on hold11:46am I was still on hold when the call got disconnected11:49pm I called Samsung backJacob/Samsung transferred me to Falcon/Executive Customer Relations I asked for his ID number which he stated was # [redacted] I advised where Adia and I left off before the call was disconnectedFalcon placed me on hold then came back to the line and stated that he spoke to both Adia and her supervisor and that they were not able to get a hold of the Back Office Team but would continue to attempt to contact them through the dayI asked to be transferred back to Adia or the supervisorFalcon stated he could not transfer meHe stated he could schedule a supervisor call back and supervisor Ms [redacted] would called me back in 24-hoursI asked for the supervisor call back.9/I never received a call back or any additional information from Samsung I again contacted the Revdex.comI have patiently worked with Samsung for almost months trying to resolve the issues with the defective device I purchased at this pointI no longer trust SamsungSamsung Customer Service it terrible I want a full refund from Samsung.Thank you for your assistance ant attention

[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] ***