Samsung Electronics America

Samsung has contacted the customer regarding their washerWe have taken the feedback provided by customer regarding the repair service and will contact our service department handling the customer’s 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

Complaint: [redacted] I am rejecting this response because: The service company came to the house and said they needed to order a partStill not repaired They called me prior to coming out to see what the issue was so thhat they could order the part that was neededI took a dayoff of work just so they could come out to tell me what they already knew Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe are sorry to hear that the customer had experienced a failure of their Samsung refrigeratorWe understand that the customer want reimbursement for the repair charges for a recent repair need Unfortunately, we will not be able to accommodate the customer’s requestThe refrigerator is out of its one-year limited manufacturer’s warranty and any repairs that are needed once the unit is out of warranty are the customer’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 # XE700T1A-A06US has been reviewed an additional time per customer’s rebuttal requestWe have advised to the customer that we will not be honoring their request for an exchange as their unit is out of warranty and there is also no warranty coverage on the operating systemAt this time, it appears to be either a hardware issue or the Windowversion the customer has as our trouble shooting steps should have corrected the issueWe advised to the customer that we may set up an out of warranty service for him but the customer declinedWe 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

Complaint: [redacted] I am rejecting this response because: this is for order number [redacted] The name on the account it [redacted] [redacted] The order account if for my husbandI also returned my S8+And I'm yet to receive a refundIt's two separate accountPlease review my order number and my refund amount is $and the phone is S8+The order number is [redacted] and the phone was returnedPlease review Thanks [redacted] Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to his refund Our system shows the agent who handled the complaint spoke with Mr [redacted] on 9/06/and advised him that an investigation was opened and they would contact him back once the location of the refund was established The agent contacted the Refunds Deptand was informed that the refund was deposited into Mr [redacted] bank account and it was not showing that is was rejected by his bank in the system The agent made several attempts to contact Mr [redacted] to advise him of this information but has been unsuccessful in reaching him The agent’s last attempted call was on 9/09/17, leaving a voice message informing Mr [redacted] of the conclusion of the investigation and advising him to contact his bank to investigate the location of the refund in their system 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 to address their concerns regarding their Samsung MicrowaveWe have offered the customer an exchangeThe customer accepted our offer and we advised that our exchange department will reach out to them shortly to finalize itWe 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

I am still have trouble getting Samsung to resolve issues with a defective device I purchased in February After many attempts to have the phone repaired on 9/I received a replacement phone Samsung however the phone is not compatible with the network for my cell phone carrierI have been in contact with Samsung to get the phone properly registered with my cell phone carrier with no successAt this time Samsung has replace the defective device with a device that cannot be used at allBelow is a update of the events I have also attached an updated timeline from the beginning to currentAt this point I want an upgraded phone that will work properly with my network or a full refundsee below: 9/10:A.MI received a call from ***He stated they have received my phone he asked me again to explain the issue so that he could relay the issue to the techI once again explained and request that the phone be replaced if not repairable [redacted] stated this is the repair center they can only attempt to make repairs and that I would need contact Samsun directly to request a replacementHe provided me the phone number of ###-###-####I have been extremely patient, extremely cooperative and extremely inconvenienced (with the constant phone calls to Samsung, the constant printing of shipping labels, constantly calling my carrier explaining the situation and have my service switched from one phone to another, constant packing up my phone and driving to UPS to ship and the constant inability to use my phone and features as designed)It has been almost a year and I have not been able to enjoy the phone and feature that I have paid forEnough is enoughSamsung is a multi-billion dollar company which made more than $billion last year and holds more than $billion in assetsSamsung needs to honor the manufactory warrant since the device has been returned several times and repairs were not successfulI am requesting that Samsung replace the defective device (retailed for less than $300)Has Samsung forgotten that customers are their most valuable assets? 9/11:05am received an email from Samsung repair center stating the phone has been tested and no problems found 9/12:40pm filed a written complaint on Samsung.com also filed a complaint with the Revdex.com 9/2:pm spoke to Don/SamsungDon stated he attempted to call the repair center several time but only gets a voicemailI asked to speak with a supervisor9/3:00pm Abdol/Samsung Floor SupervisorAbdol was extremely rude and unprofessionalHe laughed several times as I explained the issueHe told me there was nothing wrong with my phone and that it was already being shipped back to me so there was no chance of me getting a replacementI asked for his supervisor he told me I could not transfer me to his supervisor but he could give me the name and phone numberI asked for that information he told me the name was Kevin but he could not provide me a telephone number but an ID number I asked for the ID number he then told me that he did not know the ID number he would have to contact Kevin himself to get itHe then offered to transfer me to Advance Support.3:11pm Alvin/Advance Support came on the line he apologized for Abdol’s behaviorAlvin stated he was not sure he could stop the return of the phone but would go ahead and submit a request form requesting a replacement or upgraded phoneThe evening of 9/I received a UPS package tracking number 1Z AY4***-***-***from Repair Services Inc [redacted] ***In the package was a orange and grey [redacted] box label Samsung Galaxy SIII9/I called [redacted] to have service transferred to the replacement phone I received from SamsungI was advised they were not able to active the phone over the phone because it was reflected as Sprint phone in the systemThe representative stated she believe Samsung sent me the wrong phone but suggested I take it to a Boost Phone for them to look at it and see if they could scan the phone to get it in the [redacted] system then activate it9/9am I went to a local [redacted] store the associated attempted to active the phone and received the same resultHe then contacted [redacted] who in turned contacted SamsungInitially the Samsung representative told Boost that they do not send replacement phones and phone did not come from SamsungThe store representative then put me on the phone with the Samsung representative I again the issue dating back to the original purchaseFrom there I was transferred twice then left on hold for more than one hour when I disconnected the call and left the store I informed the store associate I would call Samsung from home when I have all of the ticket numbers so that I can get to the right department to assist me3:pm I called Samsung at ###-###-####Jerome/Samsung reviewed the notes then transferred me to Noel/Advance Replacement DepartmentNoel stated I would need to send the replacement phone back so that it could be registered with [redacted] He stated this would take 7-business daysI advised Noel that waiting another 7-days is unacceptableSamsung once again made a mistake I asked for an overnight shipping label instead of a day shipping label he stated would be sentHe stated he could transfer me to Executive Customer Relations to see if they could offer me something different4:18pm I was transferred to Danny/Executive Customer Relations ID#Danny stated he would put in a ticket with the back office team to have them register the phone with Boost without me having to return the phone and that I would be able to activate the phone with Boost Monday afternoonTuesday 9/9:57am Cindy/ [redacted] states the phone still is in the system as a Sprint phone and not compatible with Boost 9:59amI called Samsung againAshley/Samsung stated she would transfer me to Executive Customer Relations10:11am Charles/Advance Support came on the line I advanced him that I was supposed to be transferred to Executive Customer Relations he then transferred me again10:23am Adia/Executive Customer Relations ID# [redacted] came on the lineI again explain the issue from beginning to endAdia stated that what Danny did was wrong that I should have returned the phone to Samsung for them to register or replace itAdia stated she would like to call me back in about two hours after Danny returns to work so that she could discuss with him to see if there were other options she was unaware ofI asked for a direct number to Executive Customer Relations she stated she was not able to provide a direct number that I would have to go through the multiple transferred each time I calledI advised I did not want to get office the line because Samsung has not returned calls as promised in the pastI then repeatedly asked Adia if there were any notes on the account from DannyEach time I asked she stated she believed the phone had to be returned to registered she would not answer rather or not there were notes on the accountAfter three time of asking her about Danny’s notes she placed me on hold to read the notes10:amAdia came back on the line and acknowledged that Danny did notate the accountShe then stated she would contact the Back Office Team to see if he really did put in a ticket to have the phone registered11:20am Adia came back on the line and stated that she was working with the Back Office Team to get the phone registeredShe asked for the Model number and a few other details which I provided her then she placed me back on hold11:46am I was still on hold when the call got disconnected11:49pm I called Samsung backJacob/Samsung transferred me to Falcon/Executive Customer Relations I asked for his ID number which he stated was # [redacted] I advised where Adia and I left off before the call was disconnectedFalcon placed me on hold then came back to the line and stated that he spoke to both Adia and her supervisor and that they were not able to get a hold of the Back Office Team but would continue to attempt to contact them through the dayI asked to be transferred back to Adia or the supervisorFalcon stated he could not transfer meHe stated he could schedule a supervisor call back and supervisor Ms [redacted] would called me back in 24-hoursI asked for the supervisor call back9/I never received a call back or any additional information from Samsung I again contacted the Revdex.comI have patiently worked with Samsung for almost months trying to resolve the issues with the defective device I purchased at this pointI no longer trust SamsungSamsung Customer Service it terrible I want a full refund from SamsungThank you for your assistance ant attention

Complaint: [redacted] I am rejecting this response because:Business' answer to the complaint is completely unrelated to the current issueI'm aware that I received return shipping labels, in fact I mentioned that in the complaintCurrent problem is that business' representative Dee was utterly incompetent and unhelpful, trying to put costs of his mistake with shipping label address on meI'm forced to file the dispute with payment processor and I'm pretty sure I'm going to get money back this way if business doesn't want to cooperate Regards, [redacted]

I have contacted Samsung two times nowTransaction # [redacted] The end of February I spoke with Kaitlin; ref# [redacted] She replied they called to confirm the disposal of my refrigerator and have been waiting for a Mr [redacted] to call back from the disposal company Also on March I spoke with ***, executive customer serviceShe called [redacted] to get conformation that they picked up my refrigerator [redacted] told her she had to contact the company they out source to do the pick upWhen she did, they told her [redacted] had that information, not themShe called [redacted] again and was told they don't have that informationIt appears she is seeking paper work that can not be provided I told her I have a $refrigerator pick up charge on my receipt I can send her if it will helpShe replied yes, however the email she provided is not valid.This is still not resolvedI have not received my promised refund nor have they resolved my paper work to process my refund

Samsung has contacted Mr [redacted] regarding his concerns with his unit Mr [redacted] unit is out of warranty, however the agent offered him a free of charge for which he declinedHe was also offered an e-gift card for which he declinedMr [redacted] disconnected the call and when the agent called back Mr [redacted] did not answer We apologize again 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 thru Friday and refer to claim# [redacted] Thank you

Samsung has reviewed Ms [redacted] complaint in regards to her $Trarebate promotion offer E-Commerce has advised that a refund in the amount of $400.00; reference Refund number [redacted] was issued to reflect the travalue promotion Please allow 3-business days to see the funds reflected on the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Under the coverage section of the Samsung Standard Limited Warranty it is stated that the original product must be returned to Samsung prior to the shipment of an accessory replacementSamsung must be allowed the opportunity to review the original product before we can warrant an exchange.Samsung can request to expedite the process, however, we will require the receipt of the original product before we can honor exchange Please return your product using the UPS E-label emailed to you on 10/27/in order to proceed with this requestService Ticket #: [redacted]

We apologize for your inconvenience and experience with your Solar PanelSamsung no longer manufactures solar panelsThe entire business was sold to another company named [redacted] You may contact the company for assistance using the following link provided below: [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

Upon further research of the customer’s file, the rebate was processed on 1/17/and the check mailed on 2/1/17.The customer should have received the check as the Revdex.com rebuttal was placed on 2/2/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 opportunitiesSamsung's warranty is valid one year from the original purchase date, which means warranty expired for your product November When the product is outside of the warranty period and needs physical repair, a service charge would be required An agent cannot confirm if physical repair is required via phone if the condition of the phone has not be confirmedThe phone must then be evaluated by a technician who will determine repair outcomeIf only a software reflash was required for an out of warranty by date product then service would be at no costPlease also note that you were sent an email on 6/1/the day your service ticket was created which gives the following information in bold print: "Your device may be in warranty by date; however your handset may be out of warranty by conditionThe Samsung warranty states that out of warranty repairs will incur a repair fee." In review of your service ticket we are able to confirm that physical repair was required, therefore, the service charge is valid and cannot be reversedThank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WA400PJHDWR/AASamsung has reviewed the customer’s file and service history and based on our customer service records Mrs [redacted] has been approved for a pro-rated refundMrs [redacted] accepted the pro-rated refund offer on May 17, Samsung has advised that we will follwith our Refunds group to make sure that the docs were received and that it gets processed efficientlyUnfortunately, Samsung respectfully denies Mrs [redacted] ’s request for an exchangeWe 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

Complaint: [redacted] I am rejecting this response because:there are two separate problemsPlease call me Regards, [redacted] ***

[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.Samsung came out and replaced the TV screen and it is now working fine Regards, Sheila Pensinger

Samsung has contacted the customer regarding their concerns with their CD Writer The customer has been asked for a bill of sale, and we offered a full refund for their unit and the process has already started 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] Also you could reach us at [redacted] Thank you