Samsung Electronics America

Complaint: [redacted] I am rejecting this response because:While I appreciate the fact that my matter was finally cleared up, nothing at all has been mentioned about the shockingly terrible customer service at Samsung. I spent many hours over the span of three months trying to get this resolved.It speaks volumes about the culture of incompetence at Sumsung that the only way they finally resolved this was when I contact the RevDex.com and the NJ Department of Consumer Affairs. I would like this to be addressed. Regards, [redacted] ***

Complaint:... [redacted] I am rejecting this response because: This is the same response I received from the company several times. When 5 - 10 business days passes and I call to ask why it didn't arrive, they have another excuse or request for unrelated documents. If I received the part this time, I will contact you. Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung Dryer. The customer has accepted a free of charge repair and to continue with service. We advised to the customer that if he is still not comfortable with the repairs we can offer an alternative option of an... exchange or refund. The customer advised that at this time he would like to continue with service. 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] 3. Thank you.

The customer was informed (see my response from June 16) that she is not eligible for the BOGO [redacted] promotion which is strictly for orders purchased through Samsung.com only. Unfortunately the customer purchased the phones directly from [redacted] and is ineligible to receive the BOGO [redacted] offer.

Our files indicate that the customer’s complaint regarding Model # GT-P8510MSVXAR has been reviewed an additional time per customer’s rebuttal request. We have advised to the customer that the software update provided by Google caused some changes to the Facebook App. We explained to the customer that she may access her Facebook from actual website without being prompted for her personal 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, Monday through Friday and refer to case # [redacted] 6. Thank you.

Complaint: [redacted] I am rejecting this response because: There is no way they could have missed the issue of the SD card not working as it was sent in that way and it was returned that way. While it may "assign" photos to the sd card, when you go to take a picture it immediately says it cannot go there (my own words). And it immediately got super hot to the point of burning me and draining the battery. This was IMMEDIATELY out of the box upon return. It is obvious that sending in to them for repair is useless. All they did was remove the ballistic screen cover, wipe it down and perhaps update the s/w settings whatever that is. There was glue inside my phone to the left...some type of sticky stuff which I cleaned up.I received a box today with a ground shipping label which also means I will be without my phone even longer than before. Last time I sent it in, they did a 2 day and not ground. It has yet another ticket number. This one is the fifth ticket number. I have called, I have contacted tech support online via chat, even spoke with them yet again today and guess what...was put on hold and left there. No, this is absolutely NOT a satisfactory solution. Regards, [redacted]

Our files indicate that the customer’s request regarding her recent purchase through Samsung.com has been reviewed an additional time per customer rebuttal request. We have spoken to Mr. [redacted] and confirmed that he did get his television on the 23rd of December. We apologize for any inconveniences and delays the customer may have experienced with this case. For further inquiries, please have customer contact Samsung and ask for the E-Commerce department at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday. Thank you.

Complaint: [redacted] I am rejecting this response because: I have spoken to jasmine hunter and she has only offered a pro rated refund of the television vs an exchange for the tv which was the original offer given to me by SamsungThis is unacceptable I would like to speak to Ms [redacted] supervisor but she states that she does not have one Regards, [redacted]

Samsung has reviewed Ms [redacted] complaint in regards to not receiving her [redacted] credit The Promotions team has advised that the play code was sent to Ms [redacted] on 10/03/ Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of Mr [redacted] ’ complaint, E-Commerce has advised that a $compensation promotional code was sent to him on 10/08/to the email on file Please have Mr [redacted] check his email at his earliest convenience for the code Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed [redacted] complaint in regards to his Samsung.com order [redacted] received UN75MUinstead of UN75MU6300, the correct model Samsung television he wanted Unfortunately, E-Commerce does not have an exchange or replacement program A [redacted] Freight Return Shipping label was initiated on Samsung.com on 12/12/in order for [redacted] *** to return the unit Once the product is returned and processed through the warehouse, a refund for the unit will follow E-Commerce has also advised that [redacted] will need to reorder the 75" Class MU4K UHD unit Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me

Samsung has contacted the customer regarding their concerns with their televisionSamsung has offered the customer an exchange under transaction number [redacted] 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 and refer to case # [redacted] Thank you

Samsung isn't supporting MagicInfo Express phone appI just got off the phone with MagicInfo Express tech supportWhen I asked how to update the display using the update feature in the app the representative told me that the app was just something play around and the they didn't support the phone app at allWhen I spoke to the supervisor he told be that the they didn't have resource to help me (ie they didn't have the competence to field the simplest of questions, such as how do update the software of the productWhat added insult to injury was the incompetence supervisor who tried to make sure that it sound like my inquiry was hostileI was amazed how incompetent the MagicInfo support group appears to beThe most amazing part was that Samsung has releases software that it doesn't supportTheir idea is of support is take your information and tell you they get back to youThis wouldn't be bad accept for the fact that the total level of incompetence leads one to think that this is just a way to get rid of the customerIn fact this was the initial impression the I got from interactions with my representativeI have dealt with software tech support for years or more and in this time this has been one my worst experiences with a companyIf anyone has a contact with the higher management of MagicInfo Express tech supportPlease send them the link to this complaintThey really need to see this post

Samsung called me on Friday and the issue is in the process of being resolved

We appreciate your correspondence and allowing Samsung the opportunity to review your claimPlease note that it is common for the Galaxy S and devices to be constructed with glass parts It is requested of the consumer to confirm with their service provider or the seller the specifications of a device upon purchaseIf a product is purchased and is determined to not meet the consumers’ satisfaction they are allotted a buyer’s remorse period with the seller, and are able to return the product for exchange/refundThe time given for this service is solely up to the sellerAt this time Samsung can offer as courtesy to repair the back of the device free of charge, however, we cannot provide refund or exchange on the phone or VR Once the product has completed repair you are welcome to contact the seller where the items were purchased for possible resolution concerning refund/exchangeTo continue with repair we will require the IMEI or DEC # of the product, once received a Service Ticket can be processed for repair This information can be sent to [redacted] , please reference Claim Ticket #: [redacted] Thank you

Revdex.com: I just would like it noted I was not contacted by samsung to schedule an appointment until I informed them I filed a Revdex.com complaint Which is absolutely ridiculous for an organization Thank you for your help it has been greatly appreciatedI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review However in Mr [redacted] case, he was previously advised that his refrigerator is OOW (out of warranty) and any repair costs would be at his expense Regrettably, Samsung’s stance remains the same Due to the unit being OOW, 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

Samsung has contacted the customer regarding her concerns with her dryer The customer was offered an exchange done directly through the retailer in which she accepted The exchange ticket was submitted (transaction # [redacted] )Customer may reach out to the retailer directly as this exchange has been approved on Samsung end since 12/19/ 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 claim # [redacted] Thank you

Samsung has attempted to contact the customer regarding their refrigeratorUnfortunately, we have not received a response from the customer regarding their complaintPlease have the customer contact us at [redacted] so that we may assist 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