Samsung Electronics America

[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] Samsung’s refusal to refund my money is very troubling but I now consider this matter closed because my credit company corrected their poor customer service Regards, [redacted]

Dear Mr [redacted] , Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear about your experience with exchanging your phone We apologize for not meeting your expectations of a reasonable timeframe to process your exchange in a timely manner Please know that we value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it The feedback you provided is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures Thank you for being a valued Samsung customer and again we apologize for the inconvenience you experienced with this caseSincerely,Samsung Office of the President

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] ’s case, his device was deemed BER (beyond economical repair) based on the last repair; reference Txt# which voided the warranty The agent assigned to the claim contacted Mr [redacted] again today, 10/27/to advise him that due to the device being deemed BER, Samsung will not be able to provide any accommodations Regrettably, Samsung stance remains the same No accommodations can be provided 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 meFor the sake of other customers, please review your support pipeline and ensure other customers don't have to go through the same process I did to resolve an issue with their broken appliances Regards, [redacted]

Upon further review of the customer’s complaint, the customer was informed the items are currently not available directly from SamsungThe customer was provided a promotion code due to the time not being availableWe 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

Our files indicate that the customer’s request regarding model # DV422GWHDWR/AA has been reviewed an additional time per customer rebuttal requestSamsung has offered an exchange for the customer with their place of purchase (The Home Depot)We apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please contact Samsung at ###-###-#### between the hours of 9AM and 6PM, Monday through Friday, and refer to case # [redacted] Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe apologize that the customer has been frustrated with the recent repair needs of their refrigeratorWhile we understand it is very disappointing for any manufacture product to fail this unit is significantly out of its one-year limited manufacturer’s warranty therefore any repair cost or replacement needs are the responsibility of the ownerPlease understand Samsung has not had any recalls or design flaws with this unitAn occurrence of the unit not functioning properly would be considered an isolated failure and can be repaired by any one of our certified Samsung techniciansAgain, we are very sorry to hear that the customer is experiencing this issue but Samsung will not be able to honor the customer’s request for out of warranty assistanceWe 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

[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 Appreciated Revdex.com for help! Regards, [redacted]

Samsung has contacted [redacted] regarding the customer’s concernsAs per [redacted] , in order to receive the S2, the customer had to purchase online or via telesales with a valid location codeThe customer registered for Sand their location code did not reflect one that is eligible to receive the deviceTherefore, the customer’s submission was pushed back to the VR [redacted] is currently investigating the situation with SamsungWe 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

Complaint: [redacted] I am rejecting this response because: I never installed any software to "root" the phone; lacking the desire or skill set I attempted to Factory Data Reset only after the phone crashed while in use and began restarting over and over getting worse until finally stopping altogether The truth is that the phone is defective having no reason to stop working besides defective craftsmanship and the company is accusing me of wrong-doing to avoid simply repairing their product under warranty Their "story" of what was wrong with the phone changed at each successive complaint level from "extreme damage ...beyond economical repair" to "connections came un-soldered and cannot be re-soldered...beyond economical repair" to eventually claiming that I had installed some sort of software to root my phone I haven't been able to get the phone to turn on since it self-destructed after days of use Their claims are insulting and I will clearly never purchase one of their products again if this is the level to which they'll stoop to avoid responsibility My goal is now shifting to make sure that as many people I can reasonably encounter adopt the same opinion of their products and service I'm absolutely disgusted They may as well have accused me of causing global warming because I have no power to dispute their claim Regards, [redacted] ***

Samsung tried to reach Mr [redacted] by phone # ###-###-#### and got a recording stating “The number was unavailable” with no additional contact number to reach him Samsung emailed him at [redacted] informing him that upon further review of his claim, the system showed that unit had been shipped and on 2/3/17, UPS.com (tracking # [redacted] ) confirmed delivery to his home address Mr [redacted] responded to our email and confirmed he did in fact receive the unit 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: [redacted] contacted Samsung with me on the other line so that they could verify informationSamsung representative refused to forward the [redacted] representative to an immediate supervisorAn [redacted] representative called back later and asked three different representatives to send the tv because he provided Samsung with all information necessary to resolve the issueAll three Samsung representatives each told a different reason as to why I was having issuesSamsung was very uncooperative with both myself and both [redacted] representatives that helped meI missed a call from Samsung when writing the initial complaintNo voicemail was leftI called Samsung back and was given this same line that I get every time I call, "Our escalation team will call you back in 24-48hrs." Guess what? It's past that 48hr window and of course no phone call! I'm led to believe by the lack of cooperation by all parties and the refusal to work with [redacted] directly, that I will not receive my TVIf you Samsung were not able to get authorization from ***, then why was I told the first time [redacted] was the hold up? Furthermore, if [redacted] is the one offering the promotion and Samsung must verify with [redacted] prior to authorizing on their end, then why did the response from Samsung regarding this matter state that Samsung has approved it, but we're waiting on ***? How can you approve something that supposedly has not been authorized yet? Samsung has fed both myself and [redacted] multiple different stories and none of them match Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was not notified about the message shown in the screen captureAlthough I was contacted by [redacted] , I have not received the Gear yetTherefore, the complaint has not been resolved Thanks, [redacted] Regards, [redacted] ***

Samsung has reviewed Mr [redacted] claim in regards to his vacuum cleaner Our system shows a refund check in the amount of $449.00; reference Txt# [redacted] was issued on 6/27/for the unit Please allow 7-business days after the check has been mailed (there may be a delay due to the 4th of July Holiday) to receive it We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Upon further review of the customers concerns regarding unstacking the unit The agent contacted Mr [redacted] to advise that unfortunately we are unable to locate a Samsung servicer that will unstack the unit, however we can reimburse up to $for someone to unstack the units We are awaiting the customers response 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

Upon further review of the customer’s file, the customer’s check was shipped on August19thThe customer should receive the check in 7-daysWe 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: Samsung failed to assist in any other manner other than argue a moot point It is unfortunate that a company this large fails to understand the impact their decisions have to a customer concerning a failed product they produced Furthermore, if they properly trained their employees miscommunication of this nature would not occur and the customer would be much more informed It seems much easier to hide behind the label of this corporate giant rather than fulfill the obligation a company should have Regards, [redacted] a failed product of theirs

The service company technicians came on Wednesday evening and replaced the rotting parts of the Samsung Washer including the installation of a new frameHopefully this problem will not reoccur

Complaint: [redacted] I am rejecting this response because: Though Samsung have contacted me regarding the dishwasher and agreed to repair it free of cost to me and with a new Ticket No# [redacted] on Jan 6, 2016, as of today ie Jan 19, they have not repaired it yet nor have scheduled a day to do the repair.The local Samsung Service Center mentioned they are still awaiting partsSo until Samsung repairs the Dishwasher, please keep this open Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It's been days and several phone calls since I was promised a refund I keep being promised a return shipping label, but have received nothingI have not even received a return address.On the 15th the phone was officially recalled by the United States CPSC.I'm wondering what would happen if I brought this inaction to the attention of both the CPSC and the State's Attorney's Office.Tread lightly, [redacted]