Samsung Electronics America

Samsung has reviewed Mrs***’ complaint in regards to his refrigerator Our system shows the agent assigned to the claim spoke with Mrs [redacted] on 9/13/and advised her that at this time, she would need to proceed with service for the unit Mrs [redacted] agreed to proceed with the service request; reference [redacted] previously submitted to repair the unit The agent advised Mrs [redacted] that an ASC agent will be in contact with her to schedule the repair 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 to address their concerns regarding their Samsung ovenWe have advised to the customer that after review of the pictures provided by the assigned service technician of the damaged cooktop our product engineers determined this type of damage is of physical natureThe pictures specifically show that there was impact damage to the cooktop As you know, Samsung’s limited one-year warranty is automatically voided when there is any physical damage presentWe additionally explained that if the customer chooses to proceed with service the repair cost will not be covered and she will be responsible for the repair costsWe 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

Complaint: [redacted] I am rejecting this response because: In the terms and conditions there is no mention that a specific model disqualifies the applicantAs I had purchased it as unlocked as stated in the requirement"During the Purchase Period, purchase a new Samsung Galaxy Sedge, Galaxy S7, Galaxy Sedge+, Galaxy Sedge, Galaxy S6, or Galaxy Noteon a device installment plan, 2-year contract plan, lease or outright purchase at full retail price"The IMEI, which I provided to PrizeLogic is also correct as I provided them numerous times the correct oneThe most recent one they sent asking me to verify them, they left out one number on both of the IMEI I submitted, which I emailed them in regards to itIf the model was a problem they should have mentioned it long ago, not drag it over half a year without mentioning itThey also have the receipt of it on fileAs the terms and conditions doesn't mention any about model, only that one has to purchase the specified phone on a installment plan, contract plan, lease, or outright purchase it falls into that categoryI have been patient through all this and have been pushed into the dark without any clear answerRegards, [redacted] ** Regards, [redacted] **

Hello, Samsung understands the concern, and need for repair of your productYou are welcome to have the phone shipped to Samsung for evaluation at no charge, however, if the phone is found to have physical damage you would be contacted to paymentIf contact is made a decision can be made at that time to proceed with payment, or have the unit returned unrepaired.Additionally, if you have insurance through your service provider, some providers do offer a replacement policy on phones which need servicingIn some cases, they may send out a replacement phone and the defective phone is sent back to them in returnFor more details on a possible exchange, please contact your Service Provider.Please consider our warranty offer for immediate serviceTo proceed with evaluation please contact us at [redacted]

Upon receipt of Ms***’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe do sincerely apologize for this unfortunate situation but our original response will not be modifiedMs [redacted] did not purchase this television through Samsung therefore we did not ship the productSamsung units are inspected prior to packaging/shippingMs [redacted] indicated she believed that the television was damaged in transport or upon deliveryWe then explained that if the damage occurred upon delivery that Ms [redacted] should contact the retailer or shipper to report the issue as Samsung’s limited warranty does not cover concealed or shipping damageThis type of physical damage voids Samsung’s limited manufacturer’s warranty 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF4289HARS/XAASamsung has offered the customer separate options and are currently waiting for the customer to advise which decision he prefers to go withThe first option is to continue with the exchange through Best Buy for the credit available for the amount of purchase ($1,799.99) which has been already approved; second option would be a buyback (refund) in the amount of $1,799.99; or third option would be to go back into repair We have explained we are only able to exchange the unit based on the original purchase price not the replacement costWe 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: 1) This is the second Samsung C460FW all-in-one laser printer that we have purchasedThe firt one stopped working, and we were unable to get a response from Samsung other than a telephone-answering personSince the unit was necessary for business, we ordered another oneThe second printer, the one, within the warranty period, started generating error messages telling us to replace the 'transfer belt', the 'fuser' and the imaging unitWe called Samsung's service number, and after more delays and no response other than the answering service, ordered and purchased the necessary parts and installed them ourselverThis got the printer working again, but didn't stop the error messages from appearing on the screen of the control panel [redacted] then tasked me with dealing with Samsung It seems, according to pros, that we needed to enter the 'tech menu' and reset the 'page counters' to clear the error messagesI was unable to get the machine to enter the 'tech menu' mode after two dozen attempts, so I determined to brave the Samsung service number againThe first woman who answered (after twenty-plus minuted of recorded Muzac) said thet she'd switch me to the tech people, and the line went deadI called back, and (after a longer wait of the Muzak) spoke to another answerer; after collecting the same information that the first one had, this one also said that I'd be switched to the tech people, and a recording told me to leave a message for themThe recording then told me that the voice mailbox was full, and was not accepting messagesSo I called back, went through the same rigmarole, and was switched back to the same recorded Muzak! That was about weeks ago, and we've ordered a THIRD machine, but before we could unpack it the folks at [redacted] (the people to whom Samsung seems to have outsourced their service) called and told us that they were sending parts, and that a techie would come over to fix thingsThe parts -- the same ones that we'd replaced -- arrived the next day, but the promised serviceman didn'tSomeone called to see if he'd come, and we informed him that he hadn't, so they sent another, different techie (whose cell phone said that he worked for HP), who showed up yesterdayHe too couldn't access the tech menu after several hours of trying, so he left and ordered another service callToday another part (a new control panel) arrived via UPS, but when a service person phoned we were informed that a second part was needed and would arrive sometime tomorrowThen a third techie called this evening, and arranged to come over at 3:tomorrow afternoon (presuming that the part arrives in time)We'll seeIt's ironc, I suppose, but just the stated cost of the various hardware parts (as listed on their shipping papers) come to more than the price of a whole new C460FW printerIn addition to that, Samsung is also on the line for the salaries of the answerers, for [redacted] cut, and for the salaries of the moonlighting techies; it would have been cheaper to have simply sent us a replacement unitIn addition, the parts that we've paid for out of our own pocket add up to nearly the cost of a second new printer, not to mention the disruption to our business and the time we've lost waiting on hold During all this frustrating kerfuffle, I've been putting [redacted] work through my own printer, a [redacted] that cost $and has given me over two and a half years of flawless serviceIt would seem that something's wrong at Samsung, particularly with their outsourced warranty service Regards, [redacted] for [redacted] ***

I am rejecting this response because: I am not in total rejecting their response as I am happy to hear I will be getting a phone eventuallyI just feel like I have been lied to in why the device was recalled the first time and except for [redacted] in ECR who was wonderful everyone else was rude and inconsiderateI have never dealt with a company where you couldn't speak to a manager or had to call the basic number and had to provide your information to only be transferred to the second level who than requests the same information before passing you onto tot he ECR department who then asks you the same question againI was treated rudely and without compassionate after waiting weeks to get a phoneI would like to know the new device being sent out is in fact a new device and not a refurbished phone with a warranty My only reason for asking this is I was told the phone was recalled because it didn't pass the quality assurance check point One more thing, could I be sent a UPS tracking number so I know when I am to expect my phone.I am sorry I had to complain to the Revdex.com but I could not get anywhere with anyone in ECR, except ***, who they refused to let me speak with yesterdayPlease make sure your employees know that AT &T does not give out loaner phones as Samsung saidIt just seems like your customer service people are not very knowledgeable.Thank you for your prompt attention and I truly hope other people never have to go through what I went through to get a new device

Unfortunately, that was only the return of the phone to Samsung with a notice that you rejected the deliveryThere is no record of a filed [redacted] claim with Samsung.Again, a [redacted] claim has been opened and will be reviewed for resolution

Samsung has contacted the customer regarding their Vaccum CleanerA Samsung Representative will be contacting the Parts Department for a replacement lid for Mr[redacted] The representative is still waiting feedback from the departmentWe 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 reviewed Ms***’ complaint in regards to her washer Our system shows the agent handling the complaint sent Ms*** an email offering a one-time parts and labor accommodation if the unit is repaired through an authorized Samsung service provider Ms *** agreed to proceed with service but the photo she emailed the agent with the serial label was unclear The agent emailed Ms*** back and requested a clear picture of the serial label in order to complete the service request Once the agent receives the serial label, a one-time repair accommodation will be submitted to repair the unit Up to date, the agent has not received the requested information Please have Ms [redacted] email the agent (if she hasn’t already) a clearer picture of the serial label at her earliest convenience in order to proceed 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 contacted the customer regarding their RefrigeratorThe customer was approved for a refund and accepted 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 TelevisionWe have advised to the customer that we will look into his complaint and offered the customer improvement commitmentThe customer requested some sort of compensation for his customer service experienceWe then explained that regrettably, we do not have any additional accommodation options availableWe 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 Noterefunds Our system shows the initial checks were returned to Samsung however on 04/07/17, they were re-mailed to the updated address on file 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 Samsung television and evolution kitWe offered the customer a one-time free of charge repair accommodation and an exchange for the evolution kitWe 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 refrigeratorUnfortunately, there will be no additional accommodations due to the customer waiting months to follow upThe customer would be responsible for any repair service cost for the refrigeratorWe 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 attempted to contact the customer regarding their smart phoneUnfortunately, we have not heard back from the customerPlease have the customer contact us at [redacted] so we may assistWe 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 further review of Mr*** claim, our system shows a compensation check in the amount of $824.99; reference Txt# [redacted] was issued on 6/20/for the damaged clothes 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

Samsung has contacted the customer regarding their dryer The customer was set up for repair and scheduled a service appointment on 1/11/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 ###-###-#### 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 Note refund Our system shows a compensation request in the amount of $925.99; reference Txt# [redacted] was submitted for approval On 8/23/17, a Compensation ReqSubmitted email was sent to Mr [redacted] email on file, notifying him that the refund has been submitted for approval Mr [redacted] will also receive a Compensation ReqApproved e-mail notifying him that the refund has been approved and a Compensation ReqProcessing e-mail notifying him that the check is being processed to be issued for payment in the system Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case