Samsung Electronics America

Samsung has contacted the Mrs [redacted] regarding her concerns with her washing machine; unfortunately the agent was not able to speak to Mrs [redacted] regarding her concerns An email was also sent to Mrs [redacted] from the agent that will be assisting her further and through completion of repair A new repair has been set up with Dish Network LLC for Saturday 02/in the AM if that is not a good time please reach out to Dish Network at ###-###-#### to reschedule Dish Network will also be bringing the parts to complete the repair We apologize for any inconveniences and delays the customer may have experienced with this case For further inquiries, please have customer contact Alicia at [redacted] or call her directly at ###-###-#### and refer to claim # [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] ***

Complaint: [redacted] I am rejecting this response because: As you knew that I called Samsung customer service so many timesWhat did they help me? Nothing Currently, I am living with dirty house and I got problem with my healthI got an asthma, and I told Samsung that I need to pay someone to clean my house every two week and Samsung reimburse or refund it for me But they did not agree itI told Samsung that I have to prosecute to Samsung with The Supreme Court of The United States about this issue, my money, my health, and my times over months on August 1st, If I do not get my Vacuum back on July 29, Regards, ***

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

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

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

According to our files, Samsung has contact the customer regarding the customer’s unit model # UN75F6400AFXZA Samsung has contacted a repair facility and they have confirmed that they have a technician that can come to the customer’s home to perform repair servicePer customer’s request, we set up the customer for repair serviceWe 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, Monday through Friday and refer to case # [redacted] Thank you

Upon further review of Mrs [redacted] s concerns we apologize for the delay and any inconvenience this issue has caused Samsung along with the US CPSC has offered the following two options in regards to the recalled washing machine - The first option is a free in-home repair that includes reinforcement of the washer's topConsumers who choose the in-home repair will receive a free one-year extension of the manufacturer's warranty, regardless of the age of their washer- The second option is a rebate that can be applied towards the purchase of a new washer from Samsung or other brandConsumers who choose this option will also be reimbursed for any installation and removal fees charged by the retailerThe rebate amount is based on the model and manufacture date of the recalled washerConsumers who choose a Samsung washer will receive an additional loyalty incentive up to $toward their new Samsung washer purchase 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 claim# [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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # LS24B150BL/ZA The customer’s claim request has been reviewed by our E-commerce team and they have agreed to return the productIf not already, a member from the team will be reaching out to the customer to coordinate the return and credit of the unitWe 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

Samsung has reviewed Ms [redacted] claim in regards to her Samsung.com order An E-Commerce agent informed Ms [redacted] that Samsung.com does not operate on a live system which is why our customers are notified after the orders are placed that their item is on backorder/pending fulfillment As an accommodation for the inconvenience, the agent provided Ms [redacted] with a $credit; reference Refund number [redacted] on her order We apologize for any inconveniences and delays the customer may have expe rienced with this case Thank you

Upon further review of the customer’s file, the customer has been set up for a Washing Machine exchangeWe 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

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

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

I am rejecting this response because: I am sending Samsung a copy of the receipt I also am sending them a copy of the repair receipt that we had to pay out of pocket, along with costs at a laundry mat This company has been an absolute nightmare to deal with, including [redacted] , who has been less then helpful We have attempted to call Ms [redacted] and have left numerous messages with her After filing this complaint, Samsung continued to tell us a technician would be out to fix the problem and that technician failed to appear an additional times! That was five days we had to take off of work I finally had to call Sears out for service because we need a working washing machine in our house The temperature sensor was broken They had to order a part and the machine will not be operational until July 21st Samsung is a miserable company They have done absolutely nothing to help us with this situation

Samsung has contacted Mr [redacted] regarding his concerns with his rebate Mr [redacted] stated he has not received his rebated as of 12/ The agent advised Mr [redacted] that the rebate takes 4-weeks 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 Prizelogic regarding their concernsAs per Prizelogic, the customer will be contacted and will be helped 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 FridayThank 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

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

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