Samsung Electronics America

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 contacted the customer to address their concerns regarding their televisionAs an accommodation we offered to set up service and we are currently awaiting a response from the customerWe apologize for any inconvenience 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 ESTMonday thru Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: I have waited a week and have not heard anything from Samsung I will dispute the charge on my credit card and try to get it handled that way Pretty disappointing 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 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

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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimThe Fast Charge Wireless Charging Stand would need to be returned to Samsung for evaluation purposes prior to any refund being authorized or processedPlease use the UPS Premailer which will be delivered to your home within 1-business days for return of the product accompanied with the proof of purchase receiptThank you

Complaint: [redacted] I am rejecting this response because: I have already issued the paper work and have received emails that my paperwork has been received and processed The emails have a button to check the status, it doesn't work I'm rejecting this until the issue is resolved I have received no indication from Samsung that I still how them something Regards, [redacted]

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

Samsung has reviewed Mr. [redacted] phone in regards to a replacement phone. Our system shows the agent handling his claim spoke with Mr. *** on 4/20/17 and he requested a replacement phone. The agent advised him that he would need to provide his phone for evaluation. Mr.... [redacted] stated that he sent his phone to [redacted] . The agent informed Mr. [redacted] that he would need to obtain the phone back from [redacted] so that Samsung will be able to assist him. Mr. [redacted] became angry with the agent and disconnected the call. Please have Mr. [redacted] retrieve his phone from [redacted] to be evaluated by Samsung if he would like to proceed with the claim. 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

[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 meHowever, due to the fact that this investigation started much, much later than it should have, I need to know how much longer I can expect to wait on thisDue to the fact that I'm constantly being asked for status on this, I need a clear idea of how much longer until we have an answerThe first three times I called, once at the end of December, once in January, and again at the beginning of February, I was told an investigation was startedNow I'm seeing it was started 2/We know the package is missing, we just want to report it lost or stolen Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: this is no different than what they sent me in email This is unacceptable to do to customers when it is the company's fault for a safety issue I would not recommend anyone to buy any Samsung products ever againThis company is a rip off Between what I am dealing with on this washer safety issue also dealing with a safety issue with my phone too Will never buy anything from this company again Regards, [redacted]

Samsung has reviewed Ms*** claim in regards to redeeming [redacted] *** Our system shows the E-Commerce Division has made several attempts to contact her but have been unsuccessful Please have Ms*** return the agents call or reply to their email in order to proceed with the claim 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:wow!! Now Samsung is being dishonest with the Revdex.com! After weeks of waiting on a part and them not showing up for scheduled appointments yes I did get my dryer fixed by a local company out of my pocket!! Sorry Samsung but I need to do laundry I can't go weeks without clean clothes!! Your company is unreliable,dishonest and I feel for anyone buying your appliances it a a disgrace to your customers! Samsung did call me 2-28-but I was at work and did not have all my information with me so I was supposed to call back and talk to them so nothing was resolved except that they made a call to me I work in a dental office so I can really can only call them on Friday's when I'm off which I did and then this email came throughIf I get anything accomplished I would like people to know please don't waste your hard earned money on Samsung they will not do anything for u after they have your money Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The watch was never sent Samsung is confusing e whole situation The tracking number Samsung is referring to is hen I sent the watch back I was told by a Samsung rep on 4/that the watch was not sent as they do not know when a replacement will be sent The watch has not been sent out They never provided me with a tracking number for a new device Regards, [redacted]

Samsung has contacted Mr [redacted] regarding his concerns with his refund The refund has since been submitted and approvedOnce all required items are received from the customerThe refund will be submitted for processing 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

Thank you Thank you for allowing Samsung the opportunity to review your claimIn order to provide resolution we will require the Gear Fitbe returned for evaluation A UPS Premailer box has been requested and will be delivered to your home address in order to retrieve the product Please return a copy of the purchase receipt along with the product in event repair/replacement cannot be fulfilled Thank you

Samsung has contacted the customer regarding their RefrigeratorThe customer has been requested a copy of their BOS for a refund 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] 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 Samsung’s limited manufacturer’s warranty outlines that any type of damage (physical or cosmetic) is not covered under the warranty and any repairs as a result are the customer’s responsibilityThe customer may have the door repaired, however, they will be responsible for the repair costsWe 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 appreciate your correspondence and allowing Samsung the opportunity to review your claim.At this time our records indicate your handset is still with Samsung's Repair Center undergoing a second evaluation A determination regarding resolution has not yet been provided Once the evaluation has been completed the product will either be repaired and returned, or you will receive a follow up call from the repair facility.We do apologize for any inconvenience this may cause.Thank you