Samsung Electronics America

Samsung has reviewed Ms [redacted] claim in regards to her rebate check Our system shows that a check in the amount of $was issued on 3/07/17; reference Ticket No: [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 to address their concerns regarding their Samsung RefrigeratorAs an accommodation, we have offered the customer an exchange through their place of purchaseThe customer has accepted our offer and we advised that their place of purchase will reach out to them in a few days to complete the processWe 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

Samsung has reviewed Ms [redacted] claim again in regards to her dryer Our system shows the agent handling her claim made another attempt to contact her by phone on 4/11/and was still not able to reach her The agent left a voice message with their direct contact information requesting Ms [redacted] to call back to discuss her claim Please have Ms [redacted] call the agent back for further assistance on her claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has reviewed Ms [redacted] complaint in regards to her phone Our system shows the agent assigned to the claim spoke with Ms [redacted] on 9/21/and apologized for her experience with the device Ms [redacted] stated that the device overheated causing a burn on her face however she did not seek any medical attention In regards to the device, the agent explained the Ms [redacted] that it would have to be sent in for evaluation/repair Ms [redacted] refused service for the device, requested that the agent not call her back and disconnected the call Other than service offered for the device, regrettably no accommodations can be made for this claim Please have Ms [redacted] contact Samsung customer service if she would like to proceed with service on the device Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Spoke to Mr [redacted] , Advised me all he wanted was a working TV States volume keeps going off the TV but it is working right now Advised customer to call me back when this happens again and we will issue a return to [redacted] *** Customer agreed Thanks Grace

Complaint: [redacted] I am rejecting this response because: The information provided by Samsung is not accurate I did not reject service I rejected service for which I have to pay I have a contract with Samsung Protection Plus They were unable to find anyone to service my refrigerator When the president's office contacted me to offer service they told me I would have to pay for it Apparently the president's office does not honor contracts with Samsung Protection Plus Go figure! I should not have to pay for service when I paid for a contract to cover service It is not Samsung's responsibility to find someone to repair the refrigerator They have been unsuccessful in this task Regards, [redacted]

As the manufacturer our obligation is to provide repair serviceSamsung has no record of previous evaluation/repair/replacement of your product.In order to provide assistance Samsung would require the product be shipped to Samsung for serviceSamsung would not be able to authorize refund for the device.Thank you

Samsung has attempted to contact the customer regarding their washing machine The agent has requested that Mr [redacted] send in a copy of the purchase receipt so that we may see what options may be available Please send a copy of the purchase receipt to [redacted] at [redacted] so that he may further assist We apologize for any inconvenience and delays the customer 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 attempted to contact the customer regarding their concerns with their device The agent has attempted to contact the customer but to no avail If assistance is still needed please reach out to the agentWe 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

Complaint: [redacted] I am rejecting this response because: The information provided by Samsung is not accurate I did not reject service I rejected service for which I have to pay I have a contract with Samsung Protection Plus They were unable to find anyone to service my refrigerator When the president's office contacted me to offer service they told me I would have to pay for it Apparently the president's office does not honor contracts with Samsung Protection Plus Go figure! I should not have to pay for service when I paid for a contract to cover service It is not Samsung's responsibility to find someone to repair the refrigerator They have been unsuccessful in this task Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: This is not a satisfactory responseI heard from CS already about the issues with the email and the accounts, but I was told they were already working on merging the accountsThere are no mention of needing to remove the accounts from my phone to be able to do thisMoreover, I actually already did a factory reset last week as recommended for another problem by Samsung CSUnsurprisingly, it did not fix that problem.As an aside, this would have never been a problem if their CS were able to address my earlier problem that resulted in these accountsI wanted to change my email, but after a long talk with CS, and deleting and remaking my account per THEIR recommendation, I was forced to use my original emailIt wasn't until days later that a separate department found out the reason I couldn't use my original email: it contained their trademarked word "TIZEN"This was never mentioned on any registration screen or as an errorIt's apparent it's not known within Samsung because this separate department took days before they got me an answerAnyway, the point is that the problem was originated from Samsung's CS in the first place.Back to the topic at hand, it's now over months since I first submitted my ticket and while Samsung is finally closer to resolving my problem, it's not without significant effort on my partA Revdex.com dispute should not be needed to further a relatively simple technical problem that should be handled by their technical support staff.Finally, even if Samsung resolves this problem, my "Bixby" voice assistant is now un-optimized because I was forced to remove my account (losing all my voice data)Additionally, as mentioned before, I had to waste a significant amount of timeThat includes multiple calls to CS, this Revdex.com and needing to set up my Samsung Pay and Bixby again after needing to remove my accounts.All in all, I do not consider this response acceptable Regards, [redacted] **

Complaint: [redacted] I am rejecting this response because: The customer service representative was unapologetic and dismissiveI realize that Samsung did EVENTUALLY fix the issue under warranty, but the entire experience was unacceptable and the only resolution that Samsung gave was, "I'll have a talk with them." Regards, [redacted]

While we understand your concern Samsung can only provide support if there is a technical issue presentSamsung is unable to provide service under a what if stanceIf there is currently no symptom or damage present Samsung cannot assist with repair We do apologize for any inconvenience this may cause Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung notebook We have advised to the customer that our limited manufacturer’s warranty is for service and added that the serial number for the unit didn’t come up in the system and perhaps the issue was reported under another nameWe additionally advised that if further research indicates contact was made within the day return policy we are happy to look into alternative options otherwise at this time the customer will need to move forward with service as the warranty honorsThe customer indicated that he will resend the serial number and currently we are waiting for this information 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

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorWe have advised to the customer that based off of our records their refund has been approved on 4/10/in the amount of $3,and explained that the customer will received further instructions from the refund departmentWe have received the customer’s refund acceptance documents on 4/14/and will receive her refund in approximately 3-business daysWe 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

Samsung has reviewed Ms [redacted] claim in regards to her phone Our system shows an agent contacted Ms [redacted] on 8/07/and advised her that a well experienced agent will be reaching out to her to further assist her with moving and removing files/data from her device Ms [redacted] requested to be called at 2:pm on 8/07/and the agent advised her to expect the call at that time Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer regarding their tabletThe customer has been provided a gift card for the customer’s accessories that were not received after repairWe 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

I am rejecting this response because: Samsung knows there is an issue, hence the legal replyat bare minimum, they could provide the replacement parts and customer will replace them personally

Complaint: [redacted] I am rejecting this response because: This response is ridiculous for Samsung to blame [redacted] or [redacted] for what is clearly sansungs faulty product reliability and workmanship and to not warranty it is unconscionable Regards, [redacted] ***

We certainly understand your concern regarding this matterThank you cooperating with SamsungSamsung offers free of charge evaluation warranty repair or replacement contingent upon the technician’s discretionSamsung will provide free of charge shipping in order to retrieve your device for analysis.Please consider our warranty offer for immediate serviceTo proceed with evaluation please contact us at [redacted]