Samsung Electronics America

Upon further review of the customer’s file, the unit has been physically damaged and is not covered under the limited warrantyAny repair cost would be the responsibility of the customers for repair servicesWe 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 has not treated us very nicely - the refrigerator malfunctioned times causing us great frustration and large $ in food losses Our problems started on May and is still going We feel Samsung should not have charged us $for the service call made, as the problem was covered under the Samsung 5-yr, Seal System warranty and we did not need the extended warranty, which was suggested when we called Samsung for a service call Also, we feel the refrigerator should have been replaced, rather than us getting a refund check for the original purchase price of $1,399, as our new refrigerator (which is cuftrather than cuft.) cost us $more than the malfunctioning refrigerator Additionally, the Customer Service at Samsung needs much improvement - calls are not returned - we had to complete a great deal of paperwork to obtain the refund offered (which, as of July we still do not have), and we now await Samsung's ok to dispose of the old refrigerator at our cost! We are fortunate we had the $ to purchase a new refrigerator, but some people are not so lucky - but, who seems to care! Again, we want not only the $1,refund, but the $and $400, which we feel we are entitled to because the refrigerator problem was strictly in the hands of Samsung and not us

Samsung has contacted the customer regarding their television. The customer has been 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 and refer to case # [redacted] . Thank you

Samsung has contacted this customer on 01/09 regarding getting an exchange on his unit. Please have the customer contact [redacted] and refer to ticket number [redacted] so that he may proceed with the exchange done directly through the retailer. 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] or the above ticket number. Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim. We must advise the device has been tested and received an IP (Ingress Protection) rating of IP67, which means that it is protected against dust intrusion and capable of withstanding water... immersion of between 15 cm to one meter for 30 minutes. The unit has also passed military specification (MIL-STA-810G) testing against a subset of 18 specific environmental conditions, including temperature, dust and sand, shock/vibration, and low pressure/high altitude. Please note, covers must be tightly closed to withstand these tests, however, it may not perform as shown in all extreme conditions. If liquid damage was found during evaluation this may indicate the phone was not properly sealed when in contact with liquid, or the liquid contact was too severe. Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset. Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time. In these circumstances, due to Samsung's policy concerning repair, it is no longer feasible to attempt to repair the phone because the cost associated may in most cases cost more than the actual value of the unit; consequently, the phones received in this condition into our North Texas repair facilities are shipped back to the customer unrepaired. Additionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicing. In some cases, they may send out a replacement phone and the defective phone is sent back to them in return. For more details on a possible exchange, please contact your Service Provider. Unfortunately, Samsung would not be able to honor the request of a replacement device. We do apologize for any inconvenience this may have caused.

Samsung has reviewed Mr. [redacted] complaint in regards to his television. Our system shows the agent assigned to the case made several attempts to contact Mr. [redacted] by phone but have been unsuccessful in reaching him. The agent left voice messages providing Mr. [redacted] with... their contact information to return the call for further assistance. On the 9/09/17 attempted call, the agent followed up with an email to Mr. [redacted] email on file. Please have Mr. [redacted] return the agents’ call or reply to the email at his earliest convenience if he still needs assistance with the claim. Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.

Samsung has reviewed Mr [redacted] complaint in regards to his phone Our system shows the agent who handled the complaint spoke with Mr [redacted] on 8/22/to discuss the claim The agent explained to Mr [redacted] since he started a warranty claim for repair, unfortunately he was not able to return the phone for a refund The agent advised Mr [redacted] that they would put a rush on the repair request; reference Txt# [redacted] which was completed on 8/22/17, shipped via UPS; reference UPS tracking # [redacted] and delivered on 8/25/to the address on file Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Our files indicate that the customer’s request regarding his television has been reviewed an additional time per customer rebuttal request As you may or may not be aware all manufactured products have the potential to require repair and/or service, over time, with regular usePlease understand we know it is very disappointing for any manufactured product to fail whether in-or-out warrantyWith this being said and with unit being out of warranty as of 08/we are unable to provide any accommodationsWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] claim in regards to his refrigerator Our system shows a refund in the amount of $1,349.99; reference Txt# [redacted] was submitted for the unit due to no service coverage in area The acceptance documents required to process the refund was received and uploaded into the system today, 6/30/and a Refund Payment Requested e-mail was sent to Mr*** informing him that the refund is being processed We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

I am rejecting this response because: The issue has not been resolved I will continue to reject until the app is fixed or a new app that is similar replaces the faulty one

Samsung has contacted the customer to address their concerns regarding their Samsung Refrigerator We have advised to the customer that what our customer service department indicated to him is correctThere is no recall or pre-determined part failure for this refrigerator modelThis is a result of numerous testing as well as the entirety of consumer/retailer/servicer, etcfeedbackWith this information and with the refrigerator being almost years outside of our limited one-year manufacturer’s warranty, we will not be able to honor the customer’s request for repair or replacement cost requestWe 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

[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 *partly [redacted] satisfactory to me I debated whether to mark this as accepted or declined Both responses to my complaint have shown that Samsung still does not understand the problem The most recent response indicated that 'carriers' have begun to roll out the latest security updates This has absolutely ***nothing [redacted] to do with a carrier This is an unlocked phone that was purchased directly from Samsung The carriers do not push any updates for unlocked phones at all, that is the sole responsibility of Samsung Samsung has released these updates to carriers only in a timely fashion In turn, every carrier has released monthly security updates for this model phone in a timely fashion also However, Samsung has refused to release the same updates to their direct customers that bought unlocked phones Until 03/37/all unlocked handsets where using a month old security update from 12/01/ My complaint has nothing to do with the 'Nougat' upgrade My complaint is that there are critical security updates that are made to the operating system on a monthly basis that Samsung will publish to carriers but not their direct customers.As of 03/27/2017, my phone has been updated to the most recent security patch For that reason, I will accept the solution for now However, I find it completely unacceptable to release these updates on a quarterly basis for one subset of handsets and on a monthly basis for another subset If this continues and my handset continues to fall behind, I will be forced to open a new complaint Regards, [redacted] ***

Samsung has reviewed Mr [redacted] complaint in regards to his phone Our system shows the agent who handled his complaint spoke with Mr [redacted] on 8/29/and apologized for the issues that he has been experiencing with his phoneThe agent offered Mr [redacted] the option for a FOC repair due to the many issues that he has experienced Mr [redacted] told the agent he would get back to them once he makes a decision on whether to accept the offerThe agent sent Mr [redacted] an email with their direct contact information for him to reply with his decision Please have Mr [redacted] reply to the agent’s email if he decides to proceed with service 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: "Working as it should" makes web browsing impossible, especially if you're using a web formIf it's "working as it should," why would Samsung tell me to do a system restore on my device?You're wrong that nothing can be doneThe pull-to-refresh feature can be disabled by going to [redacted] Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have offered the customer a one-time free of charge repair accommodationThe customer has accepted our proposed resolution and we have set up the repair service for themWe 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 Mrs [redacted] claim in regards to her range Our system shows the agent who handled the claim spoke with Mrs [redacted] on 7/26/and she confirmed that [redacted] replaced her unit for a new one Mrs [redacted] requested that Samsung provide an accommodation for the cost of her having to eat out with her family The agent advised Mrs [redacted] that Samsung does not cover the cost of eating out Due to Mrs [redacted] range being replaced, no 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

Complaint: [redacted] I am rejecting this response because: Although a rep of Samsung did contact me, Samsung's response was the same - the noises being made by my Samsung refrigerator are within "specifications" - and Samsung absolutely refuses to do anything to resolve the situation Just who decides what "specifications" of noises are? Since it appears that we are getting nowhere, I only ask that my complaint against Samsung be retained and posted for all consumers to view when they contact the Revdex.com to check reviews on Samsung refrigerators Needless to say, I am more than disappointed in Samsung's refusal to do anything about the loud noises coming from my refrigerator In my years, I have never heard noises like those generated by my refrigerator Samsung can say all it wants regarding "specifications", but I would like to know which other manufacturer's refrigerator generates such noises within "specifications" - noises which also startle family and guests to the extent that they question why Samsung would sell such a product Again, I only ask that the Revdex.com keep my complaint posted, as there appears to be no resolution to our noise problem, notwithstanding the many communications between Samsung and myselfThank you Regards, [redacted]

I cannot accept this as Samsung's response clearly implies that they sold a half baked product to me and since the issue is not with the physical TV itself they can do nothing but continue to work on the Software issue without an ETA and I as a customer still have to pay the premium price to own a product like Samsung but still get inferior service compared to other brandsIf this is the service/response that Samsung provides for a problem then I would have bought similar product with similar specifications from another vendor who is willing to sell it for half the price than what Samsung is selling.The reason I bought a product from Samsung is because I trusted that Samsung is the leader in Television industry and will only produce products with superior quality but not like the inferior one that they sold to meIt's just not acceptable to say that since it's not the physical TV issue Samsung is off the hookWhen Samsung sold the TV, they advertised as Youtube/Netflix being one of it's smart feature and that motivated me to buy the productNow Samsung says that the issue is with Youtube and it's not their problem and I just need to wait on their mercy to fix it is not acceptable.Being a Samsung customer for so long and looking at their irresponsible feedback, I would never think of buying their product in the future.Good bye Samsung..!

Upon further review of the customer’s concerns, As per Samsung E-commerce the customer did not purchase the item that was offered on the BOGO and there were no additional promotions on his order other than the $Samsung Pay offer and the instant savings offer on his blu-ray The customer’s order of the Level U headset did go on backorder that is why it did not ship immediately 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 contacted the [redacted] regarding the Father’s Day promotionAs per [redacted] , the customer was reissued a new television on 10/14/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