Samsung Electronics America

I want to thank you for your help in settling the problem we had with sansung and the stove that did not work. They were very fast in getting us a refund. The stove is gone. Thank you again for your help

Complaint: [redacted] Dear Samsung,My IMEI# is: [redacted] I would like to have the [redacted] gift cardBut also - I can't accept just $as per the promotion.I was made to go through hours of phone calls, and then spend time on giving a complaint via Revdex.com - I think a $GC would be appropriate for me to accept - given all these troubles caused by Samsung Regards, [redacted] ***

Samsung has reviewed Mrs [redacted] claim in regards to a refund for her refrigerator Our system shows a refund in the amount of $1,699.99; reference Txt# [redacted] was issued on 6/06/for the unit Please allow 7-business days after the check has been mailed to receive it In addition, the agent handling the claim submitted a compensation request in the amount of $200.00; reference Txt# [redacted] on 5/24/for food lost as well as filed a claim for medical expenses due to claim of food borne illness caused from the no cooling issue with the unit We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mrs [redacted] claim in regards to a refund for her washer Our system shows a refund in the amount of $1,149.99; reference Txt# [redacted] was issued on 5/09/for the washer Please allow 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 caseThank you

Customer stated that the device started smoking while talking on the phone on 12/Customer initially stated that the device was not functioning after that but later she stated the device is working fine after she charged the phone.Customer did not report any injury or property damage associated with the alleged incident and requested refund.Informed customer FOC evaluation procedure and customer declinedCustomer stated she needs her phone and cannot afford to send the device for evaluationInformed customer that Samsung can offer loaner device with credit card hold to ensure device returnCustomer declined stating she found many information regarding Samsung Washer recall and handsets catching fire online and she doesn't want to deal with Samsung products anymoreCustomer stated she'll settle with [redacted] and never use Samsung product again due to her concern.Apologized on behalf of Samsung for any inconvenience she has encounteredAsked customer to ensure that she's trying to settle this matter with ***, Customer confirmed.Apologized once more and explained that I will provide follemail and she can reply if she needs Samsung assistance in this matter and to agree to our offerCustomer understood

[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 satisfactory to me I appreciate Samsung agreeing to cover the repair and parts of my dryer It is appreciated and surely makes me feel better about buying Samsung! Regards, [redacted]

Samsung has contacted the customer regarding their Washing MachineA Samsung Representative has offered a one-time FOC Repair and the customer accepted (transaction * [redacted] The parts requested by the technician have been ordered and the customer will be notified once it arrivesWe 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 Prizelogic regarding the customer’s concernsAs per Prizelogic, the customer was rejected because the IMEI and MAC address submitted do not matchThe IMEI is valid and the customer would otherwise be eligible, but the MAC address that was submitted was “XXXXXXXX”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 Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] Based off of our customer service records, we have advised to the customer that the damage to their unit has been determined to be physical damageSamsung has investigated this type of customer claim and results of testing show a unit will not display this type of damage if there was no impact or pressure prior to the crack developingWarranty is void when there is any physical or cosmetic damage per the Limited WarrantyThus, we are unable to meet the customer’s request for a refund or replacementWe 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted the customer regarding their smart phoneThe customer has been submitted for a refund and we have updated the customer with the resolutionWe 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 informed us the Television has been replaced by [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] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case [redacted] Thank you

Today, 10/18/17, I spoke with Franco in the Refund DepartmentHe verified my required documents were received and I’ll receive a refund in the form of a check within business days.Please contact me at ###-###-#### as needed

Samsung has reviewed Mr [redacted] claim in regards to his phone Our system shows that the agent handling his claim is currently working on trying to see if there is any possible accommodation to offer in order to resolve Mr [redacted] complaint We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Upon further review of the customer’s file, once your Samsung.com order is placed it must go to the address provided at the time submitted of the orderIf the customer cannot receive or pick up the order after three attempts by the courier, it will come back to our warehouse and we will process a full refund to the credit card Another option to cancel the product that is on back order would be to set up a request for cancellation to the fulfillment group and an email notification of the cancellation will be sent within 1-business daysWe are also willing to provide a $promotional code (the value of the memory card) for the SDXC 64GB EVO+ Memory Card that is currently on backorderWe 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 Thank you

About year ago my husband and I purchased a surround sound with barThe sound bar after a year just stopped working even after calling tech support numerous times for assistance on checking cables, replacing cables, etcMy husband called Samsung to tell them nothing is working and they told him NO problem, the unit it still in warranty, here is your RA number send it back to the address provided and we will honor the warranty and send a new one outOn 4/29/there was a delivery to Samsung in [redacted] NJ and no one even called us to tell us that the package arrived so when we called we were told that the sound bar was not in the boxWe were FLOORED when we heard the news because we sent ONE package with one tracking number and clearly at 30lbs BOTH items were in the box properly packaged with bubble wrap and extra paper for padding My husband was told at that time that Samsung had to get with UPS and put in an investigation and they would call him back Almost a month went by when my husband called and asked where they stood with the investigation and he was told UPS said the packaging was wrongWe don’t work for UPS and don’t have the means or items to package the unit the way they expect us to and who cares? What I care about is why UPS broke open our package and delivered just the Woofer on 4/29/At this point, my husband could not take the stress of losing something we worked very hard for No one was helping us and we received an email that Samsung was closing this ticket outWhat does that mean? Are we getting our parts back? I then took over the situation and on 6/22/spoke to Jubelyn emp# **SSN [redacted] and then spoke to Takisha emp# [redacted] in Executive Customer Relations who said she had to escalate this to the warehouseI was smart enough to go online and check the tracking number and noticed that there just a second package from UPS that was delivered on 6/6/to another Samsung location in [redacted] NJ and the receiver was RobertTakisha said it was very clear that packages were delivered and that in days someone would call with a resolutiondays went by with NO CALLShocker!!! Today, 6/24/I finally spoke to someone that had some sense to help meThe employee is Angelo with emp# [redacted] and he is the ONLY person that put me at ease, put me on hold to review the notes and assured me he was personally going to call me on MondayWe assumed Samsung would stand behind its product and services but in my opinion they have not lived up to the nameYou can appreciate that I will not buy another Samsung product if Samsung does not exercise its discretion to stand behind its product or service Friends and acquaintances also routinely ask my buying advice about electronicsI will steer them away from SamsungThank you for your consideration

If you are claiming your product has not been returned to the correct address you must file a UPS Claim by contacting Samsung Customer Support at ###-###-#### and reporting a lost packageAn investigation into this issue would then be pursued.In the meantime, you are welcome to contact UPS directly with the provided tracking #: 1ZE [redacted] to find out if the complete delivery address can be provided.hank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUpon review Samsung is unable to confirm a previous evaluation, or previous contact to Samsung Support regarding your Gear LiveUnder the coverage section of the Samsung Warranty it clearly states your product must be returned to Samsung at Samsung's expense for service If the product purchased was a valid U.Smanufactured device we must ask that you contact Samsung Customer Support at ###-###-#### to arrange a Service Ticket for the evaluation of your Gear Live charger, and possible replacement of this accessory

Upon further review of the customer’s case as stated in our previous response the unit was deemed physical damage Unfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be the customer’s responsibility 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

Samsung has contacted the customer regarding their concerns with their washer The customer states that he was advised of the rebateThe customer states that he wants to proceed with the rebate optionThe customer was advised that that the only option at this time is a repair on the unit The customer states that he received the option after the repair was completedThe customer states that he would like to complete the repair on the unit 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 thru Friday and refer to claim# [redacted] Thank you

Samsung has reviewed Ms [redacted] claim in regards to her vacuum cleaner Our system shows the agent who handled the claim spoke with Ms*** on 6/20/to discuss the claim The agent advised Ms [redacted] that at this time she would need to send the unit in for service because the warranty on the unit is a service based warranty Ms [redacted] refused to have the unit serviced and demanded a refund The agent reiterated Ms [redacted] warranty terms and she still refused service Ms*** requested the agent send her an email with her units warranty info and the shipping details if she decided to send the unit in for service The agent advised Ms*** that they will send her the email, verified her email address and confirmed that she did not want to continue with service Ms*** confirmed she did not want service at this time however, requested for the agent to spell out the web address as to where she could find her warranty info, which was provided Other than service for the unit, no further accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you