Samsung Electronics America

Samsung has reviewed Ms [redacted] ’ complaint in regards to her warranty provider Our system shows the agent who handled the complaint spoke with Ms*** on 9/06/to discuss the claim The agent advised Ms [redacted] that because her warranty is through Assurant, she would need to speak with them directly in order to rectify the issue with them through her warranty policy Samsung does not have the authority to assist with another warranty provider’s policies and procedures Regrettably, 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

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

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

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

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

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]

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]

Complaint: [redacted] I am rejecting this response because:this is a repeat issue with the washer that started when the washer was in warranty It is also well documented they have the issue with this model frim numerous customers besides myself They should either buy it back or fix the known manufacturer issueAny other method of customer service is unacceptableI will make it a personal mission to let the world know they produce substandard equipment and di not take care of their known issues but make it the consumers problem Regards, [redacted]

Samsung has reviewed Mr [redacted] ’ complaint in regards to his phone Our system shows the agent assigned to the claim spoke with Mr [redacted] on 10/19/to discuss the case Mr [redacted] confirmed with the agent that he received the correct device In regards to compensation, the agent advised Mr [redacted] that Samsung would not reimburse him for the purchase of a temporary device Regrettably, no accommodations can be made for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr [redacted] complaint in regards to a refund for his Samsung.com order Our system shows Mr [redacted] was provided with a return label and the phone was returned on 9/1/to the warehouse Mr [redacted] will be refunded in 7-business days and should look for the refund to reflect on his account 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 concerns with their unitThe customer was submitted and approved for an exchange due to the repair being delayed 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 the customer’s file, please disregard the reference number provided in errorWe have contacted [redacted] regarding your concernsAs per [redacted] , the receipt was approved on 12/21/and the customer should receive the gift card within weeksWe 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

Samsung has contacted the customer regarding their refrigeratorThe customer has been set up for a refund under transaction # face="Calibri"> [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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # DV219AEW/XAAWe have offered the customer a one-time free of charge repair accommodationThe repair service has been set up and repair was completed on 10/10/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

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, the customer was provided with a tracking number and the order was delivered back on 9/16/The customer has also been submitted for a refundReturn tracking number: [redacted] / Refund number [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 FridayThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWarranty is valid for the original purchased device If you should receive a replacement from your service provider the warranty remaining for the original unit would roll over to the replacement In some instances if service is needed for the replacement a proof of purchase receipt may be required in order to confirm your original purchase dateSamsung’s obligation as the manufacturer is to provide repairIf you should experience trouble with a product during its warranty period we would require the device be shipped to our repair facility for evaluation and repairSamsung does not provide immediate replacementIf your carrier has replaced the phone and accessories are missing you are welcome to confirm what is missing and we will determine if the item(s) can be replacedThank you

Samsung has reviewed Ms [redacted] claim in regards to her phone Samsung provided a replacement device on 1/26/and her claim was forwarded to SFM Insurance on 2/11/for review Samsung requested more documentation from Ms [redacted] which was never sent in to proceed with the claimThe system shows that Ms [redacted] did not provide us enough documentation which is what delayed the response/process from the insurance company An agent contacted Ms [redacted] on 3/15/requesting her to provide us with the additional documentationMs [redacted] sent the estimates of her damages and that information was forwarded to our insurance companyThe insurance company will be in contact with her to review the claim and proceed accordingly We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his dishwasher Our system shows a refund request in the amount of $524.69; reference Txt# [redacted] was submitted for the unit A Refund Payment Processing e-mail was sent on 9/20/informing Mr [redacted] that the refund is being processed to be issued Once the check has been issued, Mr [redacted] will receive a Refund Check Issued e-mail informing him that the check has been issued for payment Please allow 7-business days after the check has been mailed to receive it Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Complaint: [redacted] I am rejecting this response because: Samsung took days to inform me *** was not a qualified retailer after initial approval on 6/28, which made me have no way to claim the rebate from ***(***' rebate deadline was 7/20, Samsung sent me the email notice on 7/31) What took Samsung so long (days) to realize they had made the mistake? Why do I have to waste my time for Samsung Promotion team's mistakeSamsung has to contact [redacted] and find a solution, since it is the deal between them Regards, [redacted] ***

Samsung has contacted the customer regarding their concerns with the printerA pre-paid shipping label was sent to Mr [redacted] and he stated he has received itWe understand Mr [redacted] will not remove the Revdex.com complaint until the refund 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