Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung televisionWe have advised to the customer that based off of his file records his unit’s one-year limited manufacturer’s warranty expired approximately in 03/From the customer’s complaint we understand that he is requesting reimbursement for an out of warranty repair chargeUnfortunately, we will not be able to accommodate the customer’s requests as once a unit is out of warranty any repairs that are need 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

Complaint: [redacted] I am rejecting this response because: It was more than just a delay in processingI called almost daily for a month, I was told my case was escalated when it never wasThe office of the President told me that the only reason it took so long is because the department that had my phone decided to not bother shipping it until she "lit some fires." I don't accept this response, someone needs to take responsibility and accountability It took approximately 20-hours of my own time to get to a resolution when it only took a week for prior phone repairs from me shipping it to them and receiving it backThe replacement should have never taken a month, I was lied to every step of the way and there was a complete lack of competence with the executive customer relations department Regards, [redacted]

Samsung has reviewed Mr [redacted] claim in regards to his rebate check Our system shows the agent handling his claim tried to reach him on 4/05/to discuss the claim The agent emailed Mr [redacted] requesting he reply attaching the rebate form and they would submit the request on his behalf The agent received the documentation on 4/10/and forwarded it to the Rebate Deptfor processing As of 4/21/17, the Rebate Deptsystem shows a rebate check in the amount of $599.00; reference Txt # [redacted] was issued on 4/18/for the unit Please allow 5-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 to address their concerns regarding their Samsung washerWe have advised to the customer that Store return authorization (SRA) includes only the amount of what the customer paid for the unit and if the customer chooses a model unit that is more than the store credit the customer will be responsible for the difference in costSamsung has honored the warranty by offering the SRA exchange however she would have to determine model unit that best meets her needs with the mount of the credit givenWe also added that although she purchased unit as a matching set each unit has their own warranty therefor would not be able to accommodate her request at this time 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 reviewed [redacted] ***r's claim in regards to their refund Our system shows a full refund pending for amount of 1679.39; reference Txt # [redacted] was submitted on 8/14/for the unit It will take approximately 5-business days for the refund to be processed and a refund check to be issued in the system 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 caseThank you

Upon further review of Ms [redacted] compliant, our system shows the acceptance document along with all required information was received on 9/14/to proceed with the refund A Refund Payment Requested e-mail was sent today, 9/15/informing Ms [redacted] that the refund is being processed for payment Ms [redacted] will also receive a Refund Payment Processing e-mail informing her that the refund is being processed to be issued Once the check has been issued, Ms [redacted] will receive a Refund Check Issued e-mail informing her 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

Samsung has contacted the customer regarding their televisionThe customer has been set up for repair under transaction # [redacted] Unfortunately, the unit has been deemed physical damageAny repair cost would be the responsibility of the customer’s as physical damage is not covered under the limited warrantyWe 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 Mrs [redacted] complaint in regards to the replacement promotion code E-Commerce has advised that due to the high demand of promotional codes, there has been a delay in the replacement code being processed The E-commerce agent assigned to the case has been in contact with Mrs*** on this matter and will keep her updated once it has been resolved 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: It isn't acceptable Gift cards can be shut off and reissued I work for a retailer I know The account would be under [redacted] The account was under the old email address, which is [redacted] I suggest they try a little harder They can resend a gift card if they want to retain a customer Thank you Regards, [redacted]

According to our files, Samsung has contacted the customer regarding the customer’s unit model # UN55F7100AFXZASamsung has offered the customer a direct exchange with his place of purchase 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, Monday through Friday and refer to case # [redacted] Thank you

Our records indicate Customer was contacted on, or about 9/29/and stated that he was able to successfully participate in the exchange programCustomer has chosen the option to have the carrier come and pick up the phoneThey are scheduled to pick up the product this Saturday (10/1/2016)Thank you

As per Samsung e-commerce division Waiting on a reply from Fulfillment Center regarding the return of the product per AGS tracking the status is "returning to shipper" on 12/15/Once we have established the product has been returned we can proceed with the refund process for customer 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 thru Friday Thank you

Complaint: [redacted] I am rejecting this response because: The tv was defective upon my purchaseThe crack that I noticed had seemed to have gotten bigger as time progressedI do believe that the damaged was there before I had purchased itI feel that a full refund of my money would resolve this complaintI hope to have this matter resolved immediately Regards, [redacted] ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] We have addressed [redacted] ’ concerns and she has accepted our proposed resolution of a refundWe 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

They still money from the time left on my warranty I will not accept this answer I will contact my state's attorney next weekIf they would have repaired my TV as they should haveI would have months left on my warrantyThis is not acceptable Regards,

Samsung has attempted to contact the customer regarding their televisionUnfortunately, the customer has been unavailablePlease have the customer contact us at [redacted] so that we may assistWe 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 further review of the customer’s file, we have attempted to follow up with Mr [redacted] Unfortunately, the customer was not available and we have not received a response backPlease have the customer contact us at [redacted] so that we may assistWe 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 has contacted Mrs [redacted] regarding her concerns about her printer A full refund was submitted(transaction# [redacted] ) for and has since been approved A link was sent to Mrs [redacted] with instructions on how to complete the refund process as well as select how she would like to receive the refund 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 Gear watchUnfortunately, physical damage is not covered under our one-year limited manufacturer’s warranty and therefore all repair costs would be 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

Samsung has reviewed Ms [redacted] complaint in regards to her dryer Our system shows the agent assigned to the case made several attempts to contact Ms [redacted] by phone but have been unsuccessful in reaching her The agent left voice messages advising Ms [redacted] that Samsung will not refund her for a repair she paid for out of pocket for the unit By her own admission in the complaint, Ms [redacted] chose to have *** repair the unit instead of Samsung 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