Samsung Electronics America

Samsung has reviewed Mr*** claim in regards to activating one of his devices on Samsung.com for the [redacted] BOGO offer In order to receive the rebate refund for this promotion, customers have days after receiving their eligible device in which to activate the device Our system shows Mr*** received the mobile devices on June 22, and the days has been reached Incidentally, Mr [redacted] has opted to return the Galaxy S64GB ( [redacted] ) Orchid Gray on his order and will not be redeeming the BOGO offer The device is currently in transit on the way to the Samsung warehouse Once the device has been received, Mr*** will receive a refund We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

This complaint was resolved on 10/04/The part to fix the refrigerator was delivered and installed by a 3rd party company sent by SamsungAs of today, 10/16/the refrigerator is working properly

Samsung has contacted MrSimon regarding his concerns with his washing machine As per file the repair has been completed 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 the customer regarding their VacuumThe customer has been informed that the unit is in transit 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 originally offered me a refund of $which I rejectedAs of Friday, June 24, Samsung made new, different offer to repair my refrigerator at no charge Samsung will cover all parts and labor under warranty to repair the sealed system in my refrigerator and I accepted this latest offer I haven't heard back from them yet and the fridge hasn't been repaired yet

While we understand your position, as it has been advised under the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung for evaluation purposesSamsung must exhaust all repair options available in order to resolve a product issue.Upon receipt of the product Samsung can provide evaluation, and the appropriate resolution to this ongoing matter.Thank you

I am rejecting this response because:The television set that I returned to Samsung has a problem with the audio systemIt sounds to me like a blown speaker.I sent the set to Samsung on November 17th to fix the audio problemThey returned the set to me on the 21st stating that they had replaced an electrical part, however, when I hooked the set up, the sound was still badly distortedI sent the set to them again on 11/asking again that they repair the audio problemSamsung then claimed that either I or UPS damaged the LCD screen on the set and repair of the set was now not covered by the warrantyI suspect that if the LCD was damaged, it was done so by Samsung, since neither UPS or I had any motive to damage it.I filed my initial complaint with Revdex.com an was contacted by email by a Mr [redacted] from SamsungHe stated that the set would be repaired and returned to me.I got the set back December 12th with LCD screen intact, but the initial audio distorted sound problem still has not been repairedthe set still has terrible audio distortion making it unusable.It is apparent to me that Samsung is either unable or unwilling to repair the audio problem with my setTherefore, I would like either a new working television or a full refundI will be glad to supply the email thread of my communications with Mr [redacted] if they are needed.I hope we can bring this issue to a speedy and successful resolution Regards, Russell Austin

Samsung has reviewed Ms [redacted] complaint in regards to missing screws for her television Our system shows the agent assigned to the claim spoke with Ms*** on 11/0/to discuss the case Ms [redacted] informed the agent that it turned out that she had the screws after all 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 OvenA Samsung Representative has left the customer at message at [redacted] The customer was informed with further research the crack cook top was not caused by any mechanical defect with the unitThe damage indicates the damage occurred by heavily soiled surface caused the crack with improper maintenanceThe customer was explained the unit can be repaired but the cost would be their responsibilityThe customer understood and acceptedWe 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 Samsung Galaxy Sedge phone Our system shows Mr [redacted] did not contact the E-Commerce Division within the allotted days to be able to return the device Mr [redacted] did contact technical support on 4/14/and a technical support agent walked him through a hard reset E-Commerce has denied a return shipping label for the device No accommodations will be made for this claim 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: the order were confirmed, you can cancel the order, but 1-day after the order was submitted, you sent a confirmation of the order, that means that the order went thru, you are playing with the customers !! why you confirmed the order if it was an error?? Samsumg is a respectable company, it was you error, no mine, I just bought the item that you were promoting, at least please sell me of tv that I did order because I already offered to my childrenthanks Regards, [redacted]

Samsung has reviewed Ms [redacted] claim in regards to compensation for food spoilageOur system shows a refund check in the amount of $59.00; reference Txt# [redacted] has been issued Please allow for 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 case Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWe sincerely apologize for any negative experience with our Customer Care Center The unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employeesWe will forward your feedback along to the appropriate parties for further review and coaching opportunitiesIf liquid damage was found during evaluation this may indicate the phone was not properly sealed when in contact with liquid, or the liquid contact was too severe Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over timeAlthough liquid damage is not covered under the Samsung Standard Limited Warranty, as a one-time courtesy Samsung will authorize repair of your devicePlease use the UPS E-label emailed to you for shipment of your product to Samsung's repair facilityReference Ticket #: [redacted] Thank you

Good morning, I have status update in regards to complaint # [redacted] A replacement phone from Samsung arrived this weekend so please close my case and consider me satisfied with the resolutionThank you so much for your help on my case

Upon receipt of [redacted] Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe contacted [redacted] and requested his purchase receipt so that we can see what potential accommodations we may be able to provideWe are currently waiting for the customer’s response We 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

Upon further review of Mrs [redacted] s’ concerns we apologize for the inconvenience this issue may have caused, however as per the agreement with the CPSC regarding the recall there are two available optionsWe understand that Mrs [redacted] chose the repair option instead of the rebate due to the dollar amount that she was receiving and we apologize again as those are the only two options available at this time and there are no further accommodations that are available Below we have listed the options again for your reference• 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 again for any inconveniences and delays the customer may have experienced with this caseThank you We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer to address their concerns regarding their Samsung dryerWe have offered the customer an SRA (exchange) through [redacted] and explained that they will opt to do an even swap with same model, if not available then they will have applied credit through retailer for what the customer originally paidWe then added that [redacted] will need hours for processing before following up with the customerWe 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 confirm service has been completed successfully for your handset, and has been shipped for return to you via UPS Tracking # [redacted] Thank you

Upon further review of Mr [redacted] claim, our system shows the agent handling the claim sent him the below email on 6/07/updating him on the status of his claim.Mr./Mrs***, I have submitted the refund for approvalOnce approved, the refund department will send you some instructions to complete the refund processYour refund amount is $and your refund transaction number is [redacted] This is being handled by the Exchange and Refund group now**Important Process Notice [redacted] Please do not dispose of this unit until the buyback (refund) process has been completedAfter approval, you will receive a Buyback Acceptance form via emailYou are required to complete, sign and return this form to SamsungPlease follow all local recycling requirements when disposing of the unit once the refund check has been received.As stated above, Mr*** will receive a Response Required for Refund Process e-mail with the acceptance document attached along with instructions that are required to proceed with the refund Once Mr*** sends back the acceptance document, the Refund Deptwill be able to process the refund for 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: I am accepting the response but want to comment for clarification and to thank youYou note that this was a duplicate complaint but in fact, when Samsung replied in December 2016, it was to ask me for additional information (some of which had been provided previously; some of which was new)The complaint was still pendingYour system didn't allow for me to choose this as an option so I chose "accept" at that timeI submitted the requested info to Samsung in January and sent follow upsWhen I didn't hear anything from Samsung, I wrote to you againFortunately, your intervention ultimately led to a satisfactory response from SamsungI did receive the check they sentI am going to deposit it soon and arrange for the floor to be repairedThis would not have been possible without your helpI greatly appreciate itThank you Regards, [redacted]