Samsung Electronics America

Samsung has reviewed Mr [redacted] claim in regards to his refund Our system shows the check was returned to us on 5/26/due to an undeliverable address: [redacted] *** [redacted] *** which is the address listed on the Revdex.com complaint Mr [redacted] spoke with an agent on 5/26/as well and confirmed that his address is [redacted] *** which was updated in our system The Refunds Depthas been notified of the correction and requested to reissue the check to Mr [redacted] new address 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:they will only repair a part of their problem also have not been contacted in a week [redacted]

Samsung has reviewed [redacted] complaint in regards to a refund for his returned order E-Commerce has advised that the below email was sent to [redacted] to the email address on file Dear [redacted] Thank you for contacting Samsung Direct, Office of the PresidentWe appreciate the opportunity to respond to your concernsYour feedback is very important, as it allows us to better understand how we can improve our consumer’s customer service experienceWe are sorry to hear that you’re experiencing an issue with your www.Samsung.com order, in regards to receiving a refundI notice you were issued two return shipping labelsIf you could, please advise which products you returned so we may proceed to address your inquiry accordinglyWe apologize for any inconveniences this may have causedThank you for choosing SamsungBest regardsSincerely, KatrinaOffice of the President - Samsung Direct Please have [redacted] reply to the agents’ email and provide the request information in order to proceed with the claimThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

As per [redacted] the customer was sent their bundle on 12/via UPSOnly one claim was submitted, therefore only one claim was fulfilled The consumer received a replacement [redacted] gift card which has not been redeemed 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 Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Repair was the preferred remedyIt was the initial poor customer service and refusal to repair that initiated the complaint Since the Revdex.com contacted Samsung the customer service attitude has greatly improvedAn actual Samsung service technician examined the refrigerator and determined the previous repairs were done improperly and did not even address the actual problemParts have been ordered and we were given a customer service contact with SamsungThe refrigerator has not been repaired yet however if they follow through with their promises this resolution is satisfactory to me

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionAs an accommodation, we have offered Mr [redacted] a direct exchangeMr [redacted] accepted our offer and we advised that our exchange department will contact him in a few days to complete the processWe 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 Mr [redacted] claim in regards to his television Our system shows an exchange request; reference Txt# [redacted] was submitted for the unit Mr [redacted] was advised to hold onto the unit and to not dispose of it since the trucking company will be picking it up In addition, he was advised that he will be contacted by the trucking company to schedule the exchange Mr [redacted] was also advised that the unit needs to be freestanding and cannot be wall mounted when the trucking company arrives The trucking company will unbox the unit but cannot install it Mr [redacted] is aware he will be responsible for installing the unit and to contact Samsung immediately if there are any problems with the unit upon delivery We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of Mr [redacted] s’ concerns regarding his washing machine, we apologize for any inconvenience this issue has causedAs per Samsung product liability department SFM the insurance carrier is working with Mr [redacted] to resolve this case and the matter should be completed by next week We apologize again for any inconvenience and delays the customer may have experienced with this case Thank you

Complaint: [redacted] I am rejecting this response because: Upon waiting the hours for the tracking number to be provided to me, I called Samsung and talked to an agent who told me that the phone has not yet been sent out and is still pending approval in the systemThis has been the same thing I have been told time and time againTomorrow marks one month I have been without my phoneThis is ridiculous - [redacted]

Complaint: [redacted] I am rejecting this response because: I have received too many excuses from the company Since filing this complaint the excuses have included:6/28/17Hello [redacted] ,Thank you for contacting Samsung Direct, Sales and Orders for Samsung.comI apologize that you're having issues.The issue appears to be with two promotional offers that can't combineYou would've needed to have chosen one or the otherHad a single T-Mobile device been chosen, there would've been an option to add the Gear for $to the cartChoosing the Buy One Get One offer instead then took the place of the Gear promotionI've attached the Terms and Conditions for each promotion for reference.This is an excerpt from the Buy One Get One Terms and Conditions: ------------------------------------- Offer Limits: May not be combinable with other offers, discounts or creditsParticipation in this offer may make you ineligible for select other offers-------------------------------------This is an excerpt from the Gear Terms and Conditions: ------------------------------------- During the Purchase Period, purchase and activate a new Galaxy Sor Galaxy S8+ on a device installment plan, 2-year contract plan, lease, Samsung Financing Program, or outright purchase at full retail price (“Qualifying Purchase”)-------------------------------------The Buy One Get One offer isn't combinable with other offers and Gear promotion needs full retail pricing which the Buy One Get One offer isn't.Again, please accept our sincere apologies for the inconvenienceWhile we try to avoid situations like this, sometimes they do happenFor this inconvenience a $eCertificate has been requested for youWe at Samsung appreciate your businessIf you have any other questions, comments, or concerns please reply to this email or call our Orders Team at ###-###-####.Thank you and have a great day.DavidOffice of the President- Samsung Direct6/21/17Dear [redacted] , Thank you for contacting Samsung Technical SupportI have gone through all your previous interactions with our support team and the reason why you were not able to avail the Gear promotion for $is because when you placed an order for Galaxy Sthere is an option to add the Gear to the cart which you missed to add, even though you made the order within the promotion periodSince the option to add the Gear was not done, you were not eligible for the offerTo compensate you, we offered a $coupon card, however, you were not happy with the offerSamsung always tries to provide its customers the best of services and productsWe realize your disappointment for not getting the Gear promotionIf you wish to chat, email or call us for further assistance, please go to the “Contact Us” option available on the right hand side of the E-mailThank you for choosing Samsung productsSincerely, Usha 6/20/17Hello [redacted] ,Thank you for contacting Samsung eCommerceI understand that you would like to add the Gear to your order number [redacted] Once an order has been placed we are unable to modify or add anything to it, however you can register for the Gear after you have your phone in possessionPlease follow this link to register for the Gear 360: [redacted] Please click on the click to open it or copy and paste it into your web browser.If you have any further questions or concerns, please feel free to email us backHave a great day!Samsung eCommerce Team,Erica ESo please, tell me, which is the correct reason for your failure to follow through with the deal? Because other people were able to combine the BOGO and the $Gear offers Because one of your own staff told me I could claim it late by going to the promo site (which didn't work) Because one staff member told me I should have gotten the deal but I didn't add it to my cart and was too late I attempted to rectify the item not being in my car by reaching out to you within the promotion period I was unable to reach you during the promotion period I then spent over hours on the phone trying to rectify this situation the day after the promotion period A $credit does nothing to offset my time and energy not to mention reimburse me for the loss of the $promotional discount due to your company's ineptitude Again, I would like to be allowed to purchase the Gear at the promotional price as I requested to do within the promotional period As I told your CS Rep Manager the $credit means nothing to me as I do not plan to purchase anything from your company if you fail to make this right There is no reason for us to do further business and I'll be happy to share my experience with others Regards, [redacted]

Samsung has contacted Mr [redacted] regarding his concerns with his washing machine The agent acknowledge the customers complaint regarding repair delayMr [redacted] states that the initial contact was related to the recall repair; however during that evaluation the unit failed and did not operate properlyMr [redacted] states technician advised a motor is needed however this has been ongoing since 1/and recently the wrong part was ordered and the technician will not be able to complete the repair until 2/The agent explained info shows the serial number was not listed on the repair ticket and could have caused some of the issues related to the part orderReassured Mr [redacted] that the repair would be completed once parts arrive and advised Mr [redacted] Samsung recommends moving forward with scheduled repairExplained a refund of the product would not be an option at this timeMr [redacted] acknowledged feedback and expressed his frustrations regarding the whole ordeal We apologize again 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 Note [redacted] was sent a code for a new charger and a claim has been submitted to Fed Ex 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 complaint i.d [redacted] Thank you

Samsung has reviewed [redacted] complaint in regards to his Samsung.com order E-Commerce has advised that [redacted] order was suppressed due to failing fraud review and was not processed At this time, E-Commerce has advised that [redacted] account has been cleared in order to allow him to place a new order on Samsung.comThank 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: In the absence of 1) a representative to verbally tell me at the time of my purchase that their PRINTED return policy was not accurate; 2) not to take the opportunity to print their return policy for my device on my receipt at the time of purchase transaction; 3) not to take the opportunity to print their return policy for my device at the time of delivery of the device; 4) not to take the opportunity to print their return policy for my device on their website, is clear that Samsung had no intention of dealing honestly with me or any other customer in this situationFurthermore, Samsung will not even admit to their mistake in failure to do what other retailers not even half their size does in a good faith effort with their customersThe business continues to refuse to honor the the policy that was WRITTEN and IN PLACE at the time of the purchase, delivery and request for return I as the consumer am not responsible for this error regardless of what their internal policy may beIn light of this proven error Samsung should have walked my request through and made it happen because of their failure to communicate correctly, followed by an apology and not the bullying attitude they continue to demonstrate to shove their product and their mistakes in my face for me to takeI do not work for SAMSUNG and thereby should not be held accountable for their internal policies as a customer Their un-remorseful attitude and failure to take responsibility should be reflected and and prominently notedI still request that they honor their return policy which is proven as printed, in place, and thus the terms of this purchase 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 unsatisfactory to meSince Samsung stand by its decision, it is better to close the caseThank you Revdex.com staff for your support Regards, [redacted] ***

As it has been explained Samsung cannot determine a resolution until the products have been evaluated We cannot confirm any outcome regarding repair charges at this time.To continue with the service offer please provide the IMEI numbers for both devices so the proper requests can be made for retrieval.Thank you

We appreciate the correspondence and allowing Samsung the opportunity to review the consumer's claimPlease note the initial Ticket Number should be listed as [redacted] If a consumer contacts Samsung for assistance with removing a Samsung Account Lock a proof of purchase receipt which displays the IMEI # of the phone in question, place of purchase and date of purchase is requiredThis confirms ownership of the deviceSamsung Account Locks are set in place by the consumer in the event a product is lost or stolen, and prevents use of the phoneThe purchase receipt submitted to Samsung does not include the IMEI # for the phone, therefore, the product was rejected for serviceAs a one-time courtesy ticket [redacted] has been authorizedThe Service Ticket now needed as reference for repair is [redacted] The UPS E-label has been emailed for shipment of product to SamsungThank you

Samsung tries to accommodate our customers with a resolution to the best of our ability on a case by case review However in Mr [redacted] case, he was previously advised that based on the information he provided and in conjunction with what we have in our system (reference repair Txt# [redacted] ), the unit was deemed physically damaged which voided the warranty Samsung’s stance remains the same Due to the unit being deemed physically damaged, no accommodations made for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

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 meSamsung has agreed to repair the dishwasher at no chargeHowever they have not set up a service call for repair and are ignoring my several attempts to contact them regarding the issue

Upon further review of Mr [redacted] claim, our system shows that the promotion code group will have a new code generated for him Please advise Mr [redacted] that the turnaround time for a customer to receive a replacement code is within 3-business daysWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you