Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: I should have been given a manual with my purchase of my phoneAlso, no one explained to me that I was to go online for a copy of my manual for my brand new phoneAlso, if my was expired prior to the purchase this makes no sense and I want a better resolutionRegards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have been in contact with a representative Donna L who stated I needed to wait until I heard from a company to pick up the non operational television set before I can get a refund I have not heard from this company and have sent Donna Lan email to follow up Per her previous email, I cannot be reimbursed until this company picks up the television I have submitted all required documentation per their request Again, I am just waiting for a phone call Regards, [redacted]

Upon further review of the customer’s file, the customer’s location code which is on all [redacted] receipts was not on the Squalifying list we were sent by [redacted] This location code issue was how [redacted] wanted us to handle the SapprovalsAt this time [redacted] is out of S2’s so the best we could do was to send the consumer a check for 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 Thank you

Complaint: [redacted] I am rejecting this response because: I have provided all of the information multiple times to SamsungI have told Samsung multiple times that this problem is not specific to this one deviceIt is a problem with their software programming and affects ALL Samsung Galaxy SEdge phone Regards, [redacted]

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

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

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

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]

Samsung has contacted the customer regarding their Note The customer has been advised of the Note recall online website link and no additional accommodations are available outside Samsung’s termsWe 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

[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]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RS253BAWW/XAABased on the information provided by Mr [redacted] we were unable to locate a service request through our customer service databaseWe requested for Mr [redacted] to give us their product information and asked if they had any transaction numbers for further reviewMr [redacted] replied advising that he didn’t request for service through us and that could be the reason why we were unable to locate his serviceWe requested for the repair service contact information so that we can see if we may be able to assist with pushing the repair alongMr [redacted] advised that he is no longer continuing with service and has opted to purchase a new unit 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, 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 # LN46C630K1FXZAWe have advised and explained to the customer that we cannot issue a buyback for the unit as the unit on file has been out of warranty since We explained that the cable work order provided is insufficient to determine unit is defective and that we will need to have a diagnostic from a Samsung authorized service center confirming with our product/technical support that the unit is defective We explained that due to our warranty terms we will not be able to provide any accommodations to the customer for a free of charge repair and that any repairs would be her responsibility 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, Monday through Friday and refer to case # [redacted] Thank you

Upon further review of Mr [redacted] claim, our system show a refund in the amount of $719.20; reference Txt # [redacted] was submitted for the unit A Response Required for Refund Process e-mail was sent to Mr [redacted] email today, 5/26/with the acceptance document attached along with instructions on how to proceed with the refund Once Mr [redacted] sends in the acceptance document, the Refund Deptwill be able to process the refund Please have Mr [redacted] send in the acceptance document at his earliest convenience in order to proceed with the refundWe 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 me Appreciated Revdex.com for help! Regards, [redacted]

Samsung cannot provide resolution to this matter without the return of the product for evaluation To receive service a new Service Ticket will need to be processed Please contact Samsung Customer Support at [redacted] *or assistance.Thank you

Our files indicate that the customer’s complaint regarding Model # HPT5054X/XAA has been reviewed an additional time per customer’s rebuttal requestUnfortunately, Samsung will not be modifying our original response of no reimbursementAs indicated previously, any legal obligation ended in September of When we offered the customer repair we did specifically indicate that the customer would be responsible for labor and the customer agreed to continue with the repair requestAdditionally, the unit’s original manufacturer’s warranty expired approximately in 04/We once again will have to decline the customer’s request for compensation for his out of warranty labor expensesWe 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

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: 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] ***

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] ***

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