Samsung Electronics America

Complaint: [redacted] I am rejecting this response because the statements made are and inaccurate Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his chargers Our system shows the agent handling the claim submitted an exchange request; reference Txt # [redacted] on 6/19/to exchange the defective product A UPS E-label; reference tracking # [redacted] was sent to ship the product in to be exchanged Mr*** was advised that once the original product is received, the replacement product will be shipped to himWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Thank you for allowing us the opportunity to review you claim "Arial","sans-serif We do apologize for the delay in repairTo confirm Samsung is able to provide repairs to this unit dependent upon service neededReplacement is not a requirementConfirmation has been received for the delivery of parts necessary to complete repairOnce repair is complete the product will be returnedShould for any reason repair not be successful a replacement product would be processed.Our records indicate that due to the delay a courtesy pair of Level U Wireless Headphones were issued and delivered via UPS Tracking #: [redacted] Again, we do apologize for any inconvenience this has caused.Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung washerWe apologized to the customer for any delays in setting up the washer with the requested warranty repair serviceAt this time, Samsung records show the repair has been completedOur quality team will be reviewing the customer’s overall experience and providing the necessary support to the agents that handled his calls, to further improve our customer service experience with both our voice and on-line chat teamsWe thanked the customer for his feedback and explained that at this time we cannot honor his request for a replacement as our limited one-year manufacturer’s warranty is for serviceWe 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 washerThe customer agreed to the recall repair option but is now seeking a refundDue to the customer opting for the repair, it voids the option of the rebate optionHowever, we are looking into the customer’s file and the unit regarding a refund offer that was promisedWe will update the customer once we receive an updateWe 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

In order to address matters concerning your Gear Sor to provide any feedback concerning customer support please contact Executive Customer Relations at [redacted] Again, the Gear S would need to be shipped to Samsung for evaluation in order for a resolution to be provided Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Service has been authorized for your Gear S Neo.New Service Ticket #: [redacted] Use the UPS E-label emailed for return of product.Thank you

As per Ecommerce, customer can not be given a refund, although due to the terms of conditions which forbids outside of the day return policyCustomer was contacted by Ecommerce about this issueHowever, we will be making an excpetion and provide return shipping labels to the customerThe customer has been informed again, that return label will be emailed to her and upon arrival of the product, she will be receiving her refund for the productWe 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 has contacted the customer regarding their washerWe have educated the customer regarding the voluntary recall program and offered a free of charge repairThe customer has declined repair and we cannot change the rebate offer instated by the programWe 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 has reviewed Mr [redacted] claim in regards to his phone Our system shows a service request; reference Txt# [redacted] was submitted and a UPS shipping label sent to send the device in for repair The unit was received on 4/21/17, repaired and shipped back out on 4/25/to the address on file The agent handling his claim submitted an FOC (Free of Charge) request for the repair so the $charge was voided in our system Please have Mr [redacted] contact his financial institution to confirm the charge has been removed in their system We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Details regarding the accessory exchange process (shipping location, turnaround timeetc.) are provided when contacting support at [redacted] to create a new service exchange ticketA live agent will assist with processing the service request and answering any additional questions related to service.Thank you

I just want to take the time to thank you in assisting me this far with my issue with Samsung However, when I read the info detailed in my file, I do not feel as though the information was conveyed thoroughly stating that minimal repairs had been done and the unit is not deemed unrepairable I simply wanted Samsung to understand that every part on the washer had been replaced (except the tub) and it still will not work properly I was only asking for them to continue to assist me with covering the cost of repair consult/parts/labor since we were this far into the issue I kept getting told I was out of warranty I was not fully out of warranty on the parts that were determined by a technician to replace when this started Over the months, of course it’s going to start showing part are no longer under warranty I also offered Samsung to pay for the washer to be returned to them for either in-house repair or keep it to research why the parts they claim are new and have been put on my a certified tech weren’t working properly They didn’t care I also was not asking for a replacement in my file on-line with you, I was asking for a refund In the end, it appears as the team at Samsung claims they can’t see enough repair was done to it but I sure have tickets that show the parts that were put on and the [redacted] service center in [redacted] should too Disappointing end to an expensive washer, months of battling customer service on a yr old machine that sits and is not useable

Samsung has contacted the customer regarding their TelevisionThe customer confirmed she received her television from the repair service after delayWe 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 to address their concerns regarding their Samsung RefrigeratorWe have advised to the customer that we would not be able to grant his request for potential future repair needs due to power outagesWe explained that this type of issue would not be 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 [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 washerThe customer has been provided with a $e-gift card for service delayThe customer has agreed to continue with service and we have provided him with a contact number for further assistanceWe 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 receipt of Ms***’s Revdex.com rebuttal, we reviewed the customer’s file and request an additional timeWe do sincerely apologize for this unfortunate situation but our original response will not be modifiedMs***’s television unit was not a model unit that was covered under the capacitor settlementAdditionally, the capacitor settlement requirements have been finalized as of September With this being said, any repair or replacement needs is Ms***’s responsibilityWe 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

Our files indicate that the customer’s complaint regarding Model # DV409AEW/XAA has been reviewed an additional time per customer’s second rebuttal requestBased on our customer service records, we accidently had a typo within our rebuttal responseWe are aware that the customer has a dryer and we do have his full model and serial number on fileAdditionally, we internally contacted Lowes to see if we can expedite their process of providing the customer with his service recordsAs indicated before, once we received this information from Lowes we will re-open his case and can then look into accommodationsWe 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

Samsung has contacted the customer regarding their TelevisionUnfortunately the customer did not accept our offer of accommodations to cover the parts only, with the customer responsible for the labor as the customer is out of 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 to address their concerns regarding their Samsung WasherSamsung has a reputation for building quality products and makes every effort to meet all customer expectationsWe have offered the customer an exchange of both her washer and dryerWe 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