Samsung Electronics America

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WA400PJHDWR/AASamsung has requested for the customer to send us an estimate as well as photos of the damagesWe received this information on 2/13/and have submitted the customer for compensationSince Mr [redacted] has already purchased a replacement unit, he opted for a refund of the unit which we have approved and processed as wellWe 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 reviewed Ms [redacted] claim in regards to her dryer Our system shows the agent who handled the claim spoke with Ms*** on 8/1/and advised her that her request for reimbursement for non-authorized service provided by Samsung will not be refunded, due to OOW (Out of warranty); she would be responsible for any OOW repair costsThe agent also advised Samsung cannot validate the information provided by non-authorized service provider We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Our files indicate that the customer’s complaint regarding Model # SL-C460FW/XAA has been reviewed an additional time per customer’s rebuttal requestBased off of our customer service records, we provided Mr [redacted] with a $eGift to purchase the imagining unit directly from our website at no cost to him on 10/23/The imaging unit is listed on our website for $which is cheaper than what Mr [redacted] initially stated originally due to a price mark downStandard shipping is free so there should be no additional cost to himUnfortunately, we are unable to ship him the part directly due to the fact that we don’t stock 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: Samsung is refusing to honor the day return policy as explicitly stated on their websiteAt no point during nor after the transaction was it noted that cell phones are an exception to the ruleI have attached the order confirmation email, as well as the screenshot of Samsung's website which states the day return policyThere are no exceptions regarding cell phones listed to day return policy on their websiteI actually initiated seeking help for the problem within the day period during a chat in which the technician stated that I needed to update the softwareI did so and the problem got worseAt which point, I initiated the voice callSamsung has made it very difficult to get in contact with their customer service officeThey are only willing to have them call me but I was never given an actual person or extension in which I could actually reach someone handling my case They sent me a defective itemI should not have to have a repair completed on supposedly "new" phone In addition, I should not have to be stuck with a phone that gets so hot it has burned meThey need to honor their day return policy as stated on their website, which they refer me to in the order confirmationSamsung is not being transparent and as of the date of voice initiation of this claim, 14NOV16, 22NOVwas the first time they sent me anything in writingThey never left voicemails with a phone number to reach anyoneIt is as though they are trying to wait until the 30th day, which will be 24NOVto then say the days is up Bottomline, they cannot and should not make up the return policy to be something other than what is explicitly stated in the samsung.com return policy, which states days with no exceptions They need to give me a refund and allow me to return the defective item Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his Samsung Level On Bluetooth headset Our system shows the agent who handled the complaint spoke with Mr [redacted] on 8/15/and informed him that Samsung would not be able to provide him with a new device Mr [redacted] told the agent that he was informed by previous agents that he would get an exchange however he has no BOS (Bill of sale) for proof of purchase The agent informed Mr [redacted] that the device he received as a gift (which was given to his brother as a gift), no longer has a warranty The agent also informed Mr [redacted] that if other options become available, he will be contact and presented with these options Based on this information and in conjunction with what we have in our system, no accommodations can be made for this claim at this time 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: Regards, [redacted]

Samsung has contacted the customer regarding their smart phoneThe customer is covered until 6/21/2017, the customer would need to pay a deductible for a replacement to be sent and along with the shipping label to retrieve the damaged deviceWe 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 TelevisionWe have advised to the customer that we will not be able to accommodate his requests to obtain the YouTube application or an exchangeWe have explained to the customer that YouTube has made a decision to no longer make the apps availableWe additionally explained that Samsung just provides the platform for the apps but we do not have control of the applicationThis information is available online and there is a disclaimer in the user manualAlso, when the customer signed up for the apps a disclaimer is provided before he agreed to the terms 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 has further reviewed Ms [redacted] claim in regards to her washer Our system shows Ms [redacted] chose the repair option; reference Txt# [redacted] and service has been provided for the unitThe agent who handled her claim spoke with Ms [redacted] on 3/24/and advised her that rebate is no longer available or an option The agent also informed Ms [redacted] that if there is an issue that cannot be resolved with service, Samsung will look into other possible accommodations at that pointIn addition, in order to look into other accommodations, Samsung would need to have an ASC technician specify that the unit is un-repairable No further accommodations will be made for this claim at this time We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted Mrs [redacted] regarding her concerns with his reimbursement We apologize for any inconvenience this issue may have caused At this time the agent has requested that Mrs [redacted] send the food loss list so that she may be reimbursed Samsung will reimburse up to $for food loss We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer to address their concerns regarding their Samsung WasherBased off of our customer service records, we show that The Home Depot has processed a return for the customer on 7/29/We called the customer and he confirmed that The Home Depot picked up the unit and that he will receive a refund once they receive the washer backWe 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 Mr [redacted] complaint in regards to the Infinity Promotion for a Samsung phone case and months of [redacted] promotion The Promotions team has advised that Mr [redacted] submission was approved 7/06/which was after the [redacted] codes had expired Any consumer submitted after the expiration date was not awarded a [redacted] offer as this was a predetermined expiration date as stated in the terms and conditions of the promotion However, the Promotions team was allowed to still approve for the phone case and a SD card (delivered on 7/14/17) even though Mr [redacted] didn’t submit his information to us to until after the [redacted] codes expired Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Ms [redacted] complaint in regards to her Samsung.com order E-Commerce has advised that they cannot find any orders in the systems with the information Ms [redacted] provided on the Revdex.com complaint An E-Commerce agent emailed Ms [redacted] requesting the order number for the unitAs of today, 10/20/the agent has not received a reply from Ms [redacted] in order to assist her further with the case Please have Ms [redacted] reply to the agents’ email at her earliest convenience in order to be further assisted 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 Samsung.com order Our system shows a refund in the amount of $890.40; reference refund number [redacted] was issued on 8/10/for the shipment he refused Please allow 3-business days for the funds to be reflected back on to his account 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 exchanging his phone Our system shows the agent who handled the complaint spoke with Mr [redacted] on 8/22/and advised him that Samsung provided him with an accommodation of a Sbecause there is no ETA for the parts on his Sto be repaired The agent advised Mr [redacted] that Samsung would not be able to exchange the Sfor the Note at this timeThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have advised to the customer that after further research, it has been concluded that the refrigerator is operating within specifications and there is no malfunction of the refrigeratorThe icemaker on the refrigerator is the same as all other French door with dispenser ice makersThe ice maker, due to the direct cool design, freezes the ice very quickly and is brittleThe ice will be a mixture of broken ice with the cubesWith this being said, we are unable to honor the customer’s request for an exchangeWe 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 contacted the customer regarding their TelevisionThe 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 [redacted] - [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted] Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his Samsung.com order Our system shows an E-Commerce agent informed Mr [redacted] that he will have to place a new order for the Note at full price and then be refunded $for the discount The agent also informed Mr [redacted] that once the original order has been returned, he will receive a refund for the order In regards to the Gear camera, the agent advised Mr [redacted] that it is currently out of stock and at this time he would not be able to place an order for the device The agent has advised that Mr [redacted] had additional concerns that they discussed and will keep him updated 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 RefrigeratorThe customer had repair service on 7/but stated it was not successfulThe customer stated she would like to have a different representative help her with the issue after not responding to the current sales representatives multiple attempts to contact for assistance with no responseWe 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

I am currently in the process of getting my washing machine repaired and it has been close to a month and they still have not fixed it correctlyI honestly can't believe how bad the customer service isI have had at least interactions with Samsung and their repair company Service Quick and there has been a problem every timeI called Samsung at the beginning of December, and told them that my washing machine wouldn't stop filing up with waterThe support person asked for the model and serial number and informed me that it had been recalledThey sent someone to repair it and when he came he fixed a part of the lidI asked if that would help it to stop filling up water and move on to the next cycleHe said "nope, he could only fix the part that was recalled." He agreed that it was ridiculous that they didn't send someone to fix the problemHe took a look and said I had a bad tube that was rotted? I called Samsung to set up another appointmentA couple of weeks later I got another repair guy to come outHe showed at least an hour and a half late because I had to leave for work so my husband had to deal with himThe repair guy agreed that there was a defective or unexplained broken tube and it was affecting the sensorHe said he replaced itMy husband said it was a quick fix, he was maybe there for minutesThe next morning, I went to use my washing machine and water came pouring out of the bottom, all over the floorIt still didn't workNow instead of filling up non-stop with water it wouldn't fill up at allIt just pours out the bottomMy guess is that he didn't attach the tube correctlyI called Samsung and said someone needed to come and attach it that Monday ( the guy came Friday night at 8pm)The best the guy could do for me was tell me to call Quick Serve on Monday morning and set up another appointmentThis however is not the easiest task mind youDo not let the name fool youA call to Quick Serve means you are on hold for minutesAfter getting through to an agent we find out that the Samsung agent was supposed to add my warranty number again but he didn't that so I had to call Samsung AGAIN and get them to correct that mistakeThen a support person from Samsung says she will make an appointment for meI tell her the appointment has to be on Friday, Decbecause after that I will be out of townShe calls me back and tells me she made a repair appointment for Friday, Dec30? Well, that's no good because I won't be thereI am forced to call Service Quick again to change the appointment and it is scheduled for JanIt's not over yetSo I get a confirmation email from Samsung confirming my Decappointment and every time I contact them to ask where my confirmation email for Janis I get a different answer, including, one that says that says that he sees that my appointment is scheduled for January 3rdI said "is that a Wednesday? and he said "yes." I called back Service Quick and they said that they have me scheduled for DecApparently, the girl from Service Quick forgot to type in my updated appointmentI spoke to a supervisor from Service Quick and they said their call are recorded so it is under reviewSomehow, I don't trust them though and I'm sure the phone conversation between the girl and I rescheduling my December appointment to January somehow got deleted or mysterious disappearedI have a feeling my problem will never get solved and even if it does they took way too long and were very unprofessionalI can't believe how bad my experience has been with SamsungIt has been infuriating