Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung refrigeratorWe have offered the customer a pro-rated buyback (refund)The customer has accepted our proposed accommodation and we advised to the customer to hold onto the unit until receiving further instructionsWe 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

Our files indicate that the customer’s concerns regarding his Samsung television has been reviewed an additional time per customer rebuttal requestAs previously mentioned, the unit in question has been out of warranty since 02/To address all of the customer’s concerns we have listed them separately below: 1.) From what we understand, the customer has already received the recommended firmware and also admitted that his unit is not experiencing this issue anymore If other customers are having issues, we always encourage them to contact our customer service department for assistance and review to get proper recommendations on how to fix their issueSamsung has a wide variety of television models and each model is different Therefore, the fixes for these models may be different as well 2.) We have previously stated to the customer that based on our extensive research, there are no known issues regarding the capacitors/power supply in the customer’s model3.) Based on our records, we did address the [redacted] application specifically because this was the specific app the customer was having issues with When discussing steaming audio and video content via the internet, [redacted] was the only application the customer mentionedIn addition, internet@TV specifically explains, in the user manual for this model even, that the experience is powered by the ***! Widget Engine This is why the customer accesses the applications through ***, and not the Samsung appstore We apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please contact Samsung at [redacted] between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted] Thank you

As per Samsung E-Commerce division an apology email was sent to the customer as well as a return shipping label was emailed on 12/31/Mr [redacted] was also advised of the return and refund policy via emailWe 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

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

We were told by Samsung they would authorize [redacted] to replace our washing machine or refund our money [redacted] did contact us and we have had our washer replaced with a [redacted] unit as we didn't want to experience the same issues with the same washer again I was waiting to respond, as we were to be issued a refund of the difference between the cost of the two units We finally received our refund Friday night The refund was only for the cost of the unit The tax was not refunded, and we were required to pay tax on the new unit Had we gone with the exact same unit I would have been required to pay a balance of nearly $as the taxes were not refunded, and therefore we didn't receive the nearly $worth of taxes in the refund Samsung still trying to have the upper hand in the situation Typically, if I go to a big box retail store and return an item, they refund the tax that I was required to pay This entire experience has left a very bad taste in my mouth for Samsung It seems that Samsung doesn't want to take responsibility for or pride in the products they sell to a consumer Samsung did not go out of their way to help us They blocked us at every step of the way they possibly could Their customer service reps seem trained to tell customers "No" with no regard to customer service Overall just a horrible experience, one that I would never wish on anyone We only received a response from Samsung after filing this Revdex.com report and following that up by emailing the entire Board of Directors and the Office of the President It should have never escalated to this level Your average consumer would just sit down and take the flogging from the multi-billion dollar company, as they do not know how to proceed to get a proper resolution to the issue I will not be recommending any Samsung products to any of my family, friends, or clients

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

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear Mr [redacted] : Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you are experiencing an issue with your Samsung range Samsung offers a one year warranty on most products, which is industry standardBased on the information you provided, in conjunction with what we have in our system, your product sustained a physical/concealed damage This type of damage is not covered under the manufactures warranty Regrettably, we are unable to provide any accommodation at this time Sincerely,Samsung Office of the President

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 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

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 contacted the customer to address their concerns regarding their Samsung stoveBased off of our customer service records, we have offered the customer a refundThe customer advised that she filed the complaint prior to the refund being offeredWe asked if it was better for her to communicate by phone or email and she advised email was betterWe then advised to the customer that we will have the refund department make contact to address her questionsThe customer explained that she still has the unitWe asked if she had any questions for us and the customer states that at this time she didn’t and thanked us for following upAt this time the customer is proceeding with the refund offerWe 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

Dear Mr***: Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you were experiencing an issue with your Samsung Galaxy S Samsung believes in building quality products, and we apologize for not meeting your expectations We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it The feedback you provided is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures We apologize for any inconveniences and delays you may have experienced with this case Sincerely,Samsung Office of the President

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

Samsung has contacted the customer regarding her concerns with her washer The agent advised the customer that we will not be able to give her the rebate before she makes the Purchase The customer states that she does not know what to do because she does not have the money to purchase; offered FOC repairThe customer declined, Informed the customer again that we will not be able to assist with funds before a purchase We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

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

Upon receipt of Ms [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s request an additional timeWe have dispatched an authorized service technician to Ms [redacted] ’s home to determine the issue with unitAfter inspection it was determined that the unit is operating within specificationsWith this being said, Samsung is unable to honor Ms [redacted] ’s request for an exchange or refund of the productWe do sincerely apologize for this unfortunate situation but our response will not be modified We 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: Samsung is not honoring its warranty nor is it accepting responsability for the damage that [redacted] did to our Samsung Washing machine when they installed the recall fixWhen does it become my problem when substandard service and extremely negative customer service / no customer service is shown by this manufacturer Regards, [redacted] ***

Samsung has contacted the customer regarding her concerns with her refrigeratorThe customer was given a service with transaction # [redacted] Our agent reached out to this customer with multiple attemps, but 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] Also you could reach us at [redacted] Thank youTell us why here

Complaint: [redacted] I am rejecting this response because: I constantly had my cell phone with me and never once received a phone call from SamsungThis is a complete fabrication on their partThey have been completely unresponsive to my concerns about a refrigerator that cannot be repairedI have been without a refrigerator for over months My telephone number is ###-###-####They should callThey should immediately repair or replace this year old refrigeratorThat is all that is acceptable Regards, [redacted]