Samsung Electronics America

Samsung has reviewed Ms [redacted] claim in regards to a refund Our system shows that our financial team was not able to process a refund as requested because there are no funds to be reversed for the Samsung.com order When the order was submitted, an authorized hold was placed on Ms [redacted] account however the funds were never taken out Once Ms [redacted] cancelled the order, the authorize hold is dropped on our side Please have Ms [redacted] contact her financial institution and have them release the hold on their endWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, we informed the customer to allow 3-business days to see the funds reflected on the accountThe product was returned on 1/30/to the warehouse and the refund has been processed on 2/1/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 FridayThank you

Samsung has contacted Mrs [redacted] regarding her concerns with her dryer The customer requested to be reimbursed for the out of warranty fees that she paid to have the unit serviced Customer was advised by agent that out of warranty fees are at the expense of the owner and at this time Samsung will not be able to reimburse her for services renderedWe 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 claim # [redacted] Thank you

Samsung has contacted Mr [redacted] regarding his concerns with his television (model# [redacted] ) A pro-rated refund was offered to the Mr [redacted] in which he acceptedThe refund has been processed under transaction # [redacted] We apologize for any inconvenience and delays the customer 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimIf the phone is in need of service it must be shipped to the Samsung Repair Center as explainedAt this time we show a service ticket was processed for evaluation of the Note 4, * [redacted] Currently there is no fee associated with this service, however, should the technician determine the software is not the issue and parts need to be replaced you may be contacted for additional informationWe ask that you please ship the phone using the E-label already provided in order to begin serviceThank you

Samsung has reviewed Mr [redacted] claim in regards to his Note refund Our system shows the agent handling his claim spoke with him on 4/12/and advised him the refund was being processed and would be issued within the next few days On 4/15/17, the Refund Deptissued a refund check in the amount of $932.41; reference Txt# [redacted] for the device 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 washerThe customer has confirmed he will wait on the service repair of his unit face="Calibri"> 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 receipt of Ms [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s request an additional timeWe do sincerely apologize for this unfortunate situation but our response will not be modified While we understand Ms [redacted] ’s very detailed position that there must be a technical reason for the odor there is no evidence of thisOur product support team has re-confirmed that this is a no defect found situation with the unit itself and either a cleaning or a hookup issue which is not covered under our limited manufacturer’s warrantyWe 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 contacted the customer regarding their televisionThe customer has been set up for repair 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

Dear Ms [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 that you are experiencing an issue with your Samsung phone Samsung believes in building quality products, and we apologize for not meeting your expectations 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 Samsung understands your frustration however we are not able to provide you with a loaner phone while your phone is in service for evaluation/repair Regrettably, Samsung’s stance remains the same Please contact the agent assigned to the case or Samsung customer service for further assistance if you would like to proceed with service on your device.Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

Upon receipt of Mr [redacted] ’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeOur exchange department contacted the customer on 6/with an exchange offerThe customer is aware of the total arrival time for exchange to be completed, is aware that the unit being exchange has to be freestanding for the exchange to be completed and is aware to inspect the new unit upon deliverThe customer acceptedWe 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

Dear Mr***:Samsung apologizes for the miscommunication provided in the previous response dated 7/05/in regards to your complaint for additional compensation The system showed an update to the exchange Txt# [redacted] on 6/27/which upon further review was the date Mrs*** returned the agent’s call in regards to her request for additional compensation of $for the increase in cost for the exchanged range installation kit Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case review However, in regards to your request for compensation in the amount of $for the difference of the exchanged unit, Samsung’s stance remains the same Regrettably as previously advised, no further accommodations can be made for this claim.Please accept our sincere apology for any inconveniences and delays you may have experienced with this case.Sincerely,Samsung Office of the President

This is a continuation of complaint # [redacted] I did not want to consider this matter resolved until I got a final determination from Samsung via the repair service (FA Display, [redacted] ***.Per the email I received this day, Samsung refuses to honor the warranty nor cover the repair costI assure you, there was visible damage to the television screen when I took the packaging protection off of itWhether it was damaged in transport or in the warehouse, I cannot know, however, what I do know is that I intend to receive a replacement or a repair at absolutely NO cost to me!!!TranslateDesired Settlement / OutcomeDesired Settlement:selectDesired Outcome:As mentioned previously, I intend to receive a replacement, delivered by a local service and/or repair representative, or a repair covered completely by SamsungThis translates to a WORKING unit at no further cost to meIf I was willing to pay $1000+ for the repair, I would just rather throw this TV through the window of a Samsung rep and use the money to purchase another brandThis will not be the case though, before I try again through you, and even seek legal recourse to get resolve

Samsung has reviewed Mrs [redacted] complaint in regards to her refrigerator Our system shows a service request; reference Txt# [redacted] was submitted for the unit The agent assigned to Mrs [redacted] complaint spoke with Mr [redacted] on 8/16/and advised him that a refund or exchange was not an option at this time and the proper route was to have service for the unitThe agent educated Mr [redacted] on his warranty and advised him that if the unit experiences the same issue again after the second repair that he can contact Samsung to have the unit submitted for review due to multiple repairs Mr [redacted] agreed to continue with service for the unitThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of the customer’s file, according to this customer’s tracking number [redacted] , her VR was delivered on July 9thIf the customer would want the promotional gift reshipped, we would need an affidavit and police report stating that the consumer never received the prizes, even though they were delivered to the addressWe 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 contacted the customer regarding their Blu-Ray playerWe have updated the customer’s address and sent the him the UPS labelWe 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] claim in regards to not receiving the gift card Our system shows that a gift card in the amount of $was shipped on 2/10/ As previously stated, we do not have any tracking information to see where it is located We are investigating on our end to try and figure out what could have possibly happened and we will follow up with Mr [redacted] once the investigation is completedWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because:I have called their service number three times now with no answerI also left a message with no return call Regards, [redacted]

Samsung has attempted to contact the customer at to address their concerns regarding their TabletUnfortunately we have not heard back from the customer Please have the customer contact us at [redacted] so that we may assist 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SL-C460FW/XAAWe addressed Mrs***’s concerns and he has accepted our proposed compensationWe 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