Samsung Electronics America

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 is directly reaching out the customer to resolve the issue

We appreciate your correspondence and allowing Samsung the opportunity to review your claim Under the coverage section of the Samsung warranty it clearly states your product must be shipped to Samsung for evaluation/repair service As explained shipment to and from Samsung is business days, and repair is 5-business days upon receiptIf you do not own an older phone for use during this time Samsung must refer you to your local Service Provider for possible loaner availability due to the fact Samsung does not supply loaner phones, nor provide immediate replacement service To proceed with repair contact must be made to Samsung Customer Support at [redacted] to arrange a new Service Ticket You are welcome to request expedited service which alleviates turnaround time to 1-business daysPlease note, repair dates are estimates and not guaranteed Thank you

Complaint: [redacted] I am rejecting this response because: That statement was able to replace my devise is insultingI had no choice but to pay dollars out of my pocket to replace it because no one responded in a timely mannerI also had to spend an extra dollars on a temporary phone and pay ono the brokenext phone that I couldn't even useNot to mention my vanishing deductible with my phone company has to restart for something that wasn't even my faultI went the holidays without a decent phone to take pics or recordings and not even an apologyI'm pretty sure everyone at the company headquarters had their phoneweeks without mine and more money from my pocket was what I gotDo not mention calling customer serviceEveryone so far I've spoken to was robotic not empathic and poorly trained on one call I asked for a supervisor times and was only meet with silenceIt was also insulting to see the words abuse listed on my ticket when every technician that saw the phone which was three said there is no sign of abuse to the phone it looked as if the Crack started inside the phoneThey only didn't want to fix it because the phone still had a warrantySo much for saving money this has cost me more money time and emotional strain than I wanted Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: You did not refund my moneyI did recieve a phone, but that is way past dueI only want my money back nowI can send the phone back if that can be agreed upon Regards, [redacted]

Samsung has attempted to contact the customer to address their concerns regarding their televisionUnfortunately we have not heard back from the customer Please 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

Samsung has contacted Mr [redacted] regarding his concerns with his microwave oven At this time Samsung is waiting for Mr [redacted] to send in proof of purchase so that we may proceed with the refund Once that information is received the agent assisting Mr [redacted] will contact him with the refund details Please forward bill of sale to [redacted] and she will be happy to 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 claim# [redacted] Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung DryerSamsung has reviewed the customer’s complaint related to their [redacted] dryerWe understand that the customer has needed to change out the belt on this unit more frequently than expectedThis item on the unit is consumable and does not include a time guarantee other than the standard day replacement part coverageThe cusotmer also noted concern related to the lint trapSince the customer noted a safety aspect to this topic, Samsung would suggest having an authorized repair technician evaluate the unit address the safety concernPerhaps part or adjustment can be made on the unitThe unit is well beyond all coverage of the original manufactures Limited Warranty so if the customer should choose to enlist the help of a technician to check out the unit the customer would be responsible for all associated costsWe 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:The Samsung 3rd party technician (company: [redacted] ***) attempted to troubleshoot the issue on 2/18/Unfortunately, the technician was unable to resolve the matter and was not able to determine the root cause of the issue At this point, we would like a full refund for the television as of the main features of the tv, displaying 4k resolution, is not working as advertised Regards, [redacted] ***

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

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

We appreciate your interest in Samsung productThank you for bringing this concern to our attentionYour complaint has been duly noted and your concern has been forwarded to our responsible teamYou will be contacted with our actions regarding this issue and a resolution will be forthcoming

My complaint today was because of further problems I am having with the company in getting a response in reference to my refundI sent the paperwork they requested multiple times (6) over the last days and requested a Confirmation of Services and heard nothing from themThey give you days to get the paperwork in or we have to start the entire process back over on a machine that blew up and yet after emails with the info they need for the refund and requesting a response, we get nothing Tomorrow is our 14th DayI spent hours on the phone this morning calling over and over and waiting for someone to answer the phone for them to first tell me that they didn't get any if the emails that I sent to an email address that they gave meThey then tell me I didn't sign my agreement when I did then turned around to tell me I didn't send the pictures of the power cord cut off my machine and serial number stickers removed, when in fact I had sent themAfter hours of dealing with this, I did get a confirmation letter telling me that they received my paperwork and a refund will be issued, however the girl I was talking to stated, "they couldn't send me an email from their email account because their mailbox was full", so I received an email from an account with no letterhead or information that really proves that I sent the information and that they got it on their end I do not trust this company anymore and I am concerned that we will not receive the refund we are dueThey sold us a machine model that was on recall but this serial number is not on the recall because they "Fixed the problem", and yet months after purchase the machine explodes I worry about the other customers out their who have one of these machines and their families are at risk of injury These machines should not be on the market and for those of us who have a machine on warranty and something goes terribly wrong, we shouldn't have to spend hours and countless research trying to get the refund we are dueA little common courtesy would be niceEvery employee but ONE that I have dealt with in the last weeks has been extremely rude The only nice one was the gal who sent me the confirmation email with no letterhead It makes me feel like she was just biding them time to screw me overI was told they would process my refund tomorrow and I should be getting an email I guess I will wait and see what happens If you have a copy of this "response", please forward it to me because I have not received any reports, responses, or the like from them, nor from Revdex.comYes, we have agreed on said amount but their refund process, although not lined out in their response is based on the receiving of the documents they said they didn't get until I pushed the issue to look through the emails I sent, and they then verbally said they got it and upon request sent a confirmation letter but, NOT on letterhead, nor from their original email account I guess until I have confirmation that the refund is being processed I don't feel I should respond to their messageI was verbally told by Monica in the Refund Department that my refund would be processed and an email confirming that on Tuesday, 4/11/ I did not receive a confirmation email with that informationMonica told me that they process things on Tuesdays, and mine would be processed on Tuesday I asked, What Tuesday? She said Tuesday, 4/11/ She said I would receive an email confirming that it was processed and I could expect a check in 7-days From my understanding of everything I am reading that they have sentthe 7-days doesn't start until after you receive the email confirmation stating that the claim has been processed

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

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, the unit he purchased had a defect and was sold to him “as is” by the retailer Unfortunately, this type of purchase holds no warranty through Samsung and an accommodation cannot be provided for the unit Mr [redacted] was offered OOW (out of warranty) service however he declined the offer Regrettably, Samsung’s stance remains the same 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

As per warranty guidelines Samsung provides repair serviceIf the unit is determined repairable the device will be repaired Repairing the unit consists of replacing the internal components with all new parts, which in essence is the same as receiving a refurbished handset If you still have concerns regarding the resolution of your device please contact [redacted] directly Thank you

Samsung has reviewed Mrs [redacted] complaint in regards to her phone Our system shows the agent assigned to the claim spoke with Mrs*** on 10/19/to discuss the case The agent informed Mrs*** that the device is currently under warranty and the only accommodation Samsung can offer for the device is serviceMrs [redacted] told the agent that she does not think she should have service because she’s only had her phone for a few months The agent further explained to Mrs [redacted] that service is the first accommodation that would be offered under the warranty Mrs [redacted] told the agent that she will not accept that offer and she will contact her lawyer to get a refund Regrettably other than in warranty service for the device, no additional 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

[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]

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

Samsung account history is based on direct contact with Samsung Customer Support via ###-###-####, or previous repair service which means a service ticket number would be linked to the customer accountService Tickets are processed via direct call to Customer Support, or created by the consumer on line at [redacted] Samsung does not have any record of contact made via these channels.As explained, in order for Samsung to provide assistance we would require evaluation of the product.Thank you