Samsung Electronics America

Thank you for allowing us the opportunity to review you claim 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

Upon further review of [redacted] complaint, our system shows the agent assigned to the claim submitted a refund request in the amount of $589.99; reference [redacted] on 2/06/for the unit The agent advised [redacted] that the product is under review and to hold on to the unit until receiving further instructions 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: Good morning, Today is March 16th and a technician still hasn't showed up to repair the printerThis is the 3rd time they schedule an appointment, make me stay home and never show upThe company that is handling the warranty repair is called " [redacted] " and if you do a quick [redacted] you will see what reputation they have Regards, [redacted]

Upon further review of Mr [redacted] claim, our system shows that the exchange has been submitted and approvedAn ExchReqOrder Allocated email was sent to Mr [redacted] on 8/01/17, advising that the replacement television is being processed and will be released to the carrier in 1-business days Mr*** will be contacted to schedule a pick-up/drop-off appointment for the exchange 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 the agent who handled the claim submitted an exchange request; reference Txt# [redacted] as an accommodation due to repair delays An ExchReqSubmitted e-mail was sent to Mr [redacted] email on file on 9/27/informing him that the exchange request has been submitted for approval Once the exchange has been approved, Mr [redacted] will receive further instructions on how to proceed with the exchange Mr [redacted] was also advised to hold onto unit until receiving these instructions Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

According to our files, Samsung has contacted the customer regarding the customer’s unit model # SM-T210RZWYXAR Based off of our customer service records, we show that we have addressed the customers concerns and have offered the customer an exchange on January 19, 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

Samsung has reviewed Mr*** claim in regards to compensation for his damaged clothes Our system shows the agent handling the claim, submitted a compensation request in the amount of $on 5/30/for the damaged clothes We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has the absolute worst customer service! I purchased a $Samsung refrigeratorIt was delivered and installed on SundayI realize that it was not getting coldI called Samsung and was told that the refrigerator takes hours to get coldhours later it was still not cold, I called Samsung againThe woman I spoke to had me go through a series of steps which involved pressing buttons simultaneouslyI did this for minutes while on the phone with her and advising her that the machine was not responding to the stepsShe advised me that she could not send out a technician until I kept repeatedly trying to make this machine respondI finally hung up and called back hoping to get someone who is more knowledgeable The third person I spoke to was very friendly and somewhat knowledgeableHe had me go through a different series of steps which again did not workHowever, he gave me a ticket number and assured me that if the refrigerator did not get called in three hours, all I had to do was call back and give the ticket number and they would send out a technician Three hours later, the refrigerator was still not cold, so I called again and spoke to a fourth personThis fourth person flat out told me that she was not sending a technicianI contacted Lowe's Who advised me that it would be hours before manager contacted me in order to resolve my issueI called Samsung again and spoke to a fifth personAgain, this person was also reluctant to send out a technicianAt this point I was almost in tearsI explained that this was not a luxury like a nonfunctioning dishwasher, this is an absolute necessityI live in Florida where it is very hot, I have three small children at home and no refrigerator for what is now three days It should be noted that every single Samsung representative I spoke to cited "we don't want to send out a technician because it may cost you and we're trying to save you money" that line was repeated verbatim by every single representative almost as if it was scripted I finally convinced the woman to send out a technicianShe advised me that it would be a week before the technician would come outIn summation, I bought a brand-new $refrigerator that arrived non-functioning and Samsung made no effort to resolve the issue I do not recommend Samsung products

Samsung has reviewed Mr [redacted] claim in regards to his television Our system shows the agent who handled the complaint spoke with Mr [redacted] on 8/18/and advised him that based on the information from the previous repair (reference Txt# [redacted] ), the unit has been deemed physically damage which voids Samsung’s warrantyThe agent further advised Mr [redacted] that all the information he provided had been reviewed and due to the excessive damages, this would be considered either concealed or physical damage The agent went on to explain that Samsung cannot stipulate how the damage occurred, we can only go based off of our observation and the photos providedRegrettably based on the information Mr [redacted] provided and in conjunction with what we have in our system, due to the physical damage to the unit, no accommodations made for this claimThank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Timeline Saturday found out that our washer is one that falls under the "explosive" issue Went on line to find out if ours was affected and found out it is a washer being recalled so filled out information on website Input that we wanted a rebate for a new washer but there was no where on the site that showed what it would be IF we got a new washer Had a sinking feeling that and most likely won't be much and we really can't afford another washer so I tried to go back and change it to a repair but it wouldn't let me It told me I could change press here but every time I tried it the same little window popped up telling me it was already registered And so this merry-go-round begins 1st Call - - minutes on hold finally got to a customer service person who told me to go to the web site, I explained I was there and there wasn't anywhere on the site that tells you what the rebate would be So this customer service person input my info on my washer and he says that this washer isn't on the recall listI kept giving him numbers and finally he said Oh yes here it is and I should go to the website I told him I was ON the website and it would not tell me what the rebate was could he please find out for me He kept saying go to the website, I kept telling him the information isn't there FINALLY he said well I will connect you to our REBATE department, I said if I get disconnected could I have a number, he said that he had no number Get transferred and it is giving me options for English for Spanish I kept pressing but it wouldn't go anywhere it just kept saying the recording over and over again I had to hang up 2nd Call - minutes on hold finally a woman answered I told her the whole story she did the same thing he did, claimed that our washer wasn't a recall and then after awhile she finally acknowledged that it is listed for a recall...then once again she told me to go to the website I told here again that the informatioin is NOT ON the website We go back a forth for a few minutes and I finally ask for a supervisor She tells me to go to the website for my information I can't believe I held it together here, I said, "I am calmly asking you to get me to a supervisor" - she relents and transfers me By this time the second call is ticking at over minutes I get to a supervisor explain EVERYTHING that transpired and said I only want to find out WHAT the rebate will be He talks in circles and says he can't but after finding out I have our original receipt finds that he CAN tell me what the rebate is, It is a whopping $to $and that's if we buy a new Samsung washer I am stunned, my washer ON SALE was $at Lowes, yes it is years old, but for heavens sakes this thing could blow up on me! Perhaps I don't expect the $but $100? Well, I tell him I can't afford to go get a new washer so could I change to a repair instead of a rebate He says go on line and change it, and here we go...I tell him I tried that it won't let me He says wait a couple of hours Well at this point he seems to f)eel sorry for me and understands my frustration...(that is saying it mildly) So I am exasperated but I think maybe it will work later THEN He actually called me back and told me he arranged for a service gave me the numbers said someone would contact me in hours Well it was days but who's counting I did have an email this morning with a ticket number and a companies name who will repair, I feel positive YES FINALLY but there is no date or time on the ticket SO I call the repair shop and they tell me THEY ARE NOT doing repairs on the recalls AND I need to call SamsungOMG back to square one I am at work so I have my husband try to call - he is on hold over minutes and has to go to work I get on the phone and while I am working I am listening to their recording over and over again, about to minutes I finally get someone I give Sarah a ticket number - she doesn't have it in the system asks for our model number and serial number and here we go again, your machine is not part of this we go through this again repeating and repeating the numbers Once again I say I have a receipt...don't know why that is making a difference but it seems they change their tune when I tell them that She finally agrees I should have a repair call no charge and I get year more on the warranty She gives me a reference number and a ticket number It is now evening and I go on Samsung site looking for a repair date confirmation, I put information she gave me and nothing So I go to another area put in my phone and email and I get and email with the ORIGINAL ticket number I put that in and now that number is no longer valid and there is NOTHING slated for us for a repair or anything (she completely deleted it), and guess what - I have to try to call back again, and it will be another hour wait and I will have no information and I have a washer that could potentially hurt us and not satisfaction I cannot go on the website because if I do it tells me that that serial number is already registered and so on and so on and so on I don't know what to do anymore Michele in North Aurora, IL

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have advised to the customer that based off of records, his unit is out of its one-year limited manufacturer’s warranty therefore Samsung can have a service center evaluate the unit however it would be typically at the customer’s expenseIn an effort to resolve this complaint, we offered the customer a one-time free-of-charge repair accommodation but did advise however that he will be responsible for any future claimsWe 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, Samsung contacted E-Commerce regarding the backorderAs per E-Commerce, we understand the customer’s frustration with the backorderHowever, we cannot make the inventory arrive any soonerIt is expected to ship about 3-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 FridayThank you

Complaint: [redacted] I am rejecting this response because: It is not true.I have submitted copies of transcripts of complaint and responses attached above.Phone calls were not recorded 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 Bianca from Samsung was very helpful Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I have NEVER accepted the repairThis is an absolute lie .from the moment I was told that my machine was part of the recall I have rejected the repair and had opted for the rebate however I have not replaced my machine as of yetI believe that samsung should offer a full refund for the faulty washer that they sold to meNot only did they sell a defective product but now they are providing the Revdex.com a ERRONEOUS RESPONSE I have the email and rebate form from Samsung ! SHAME ON THEM! I have attached a copy of my rebate form Regards, [redacted] ***

I was still never contacted by this company other than through this complaint and feel that if I had no filed this complaint the issue would still not be resolvedI have finally received what I was originally suppose toBut would like to know what, if anything, that Samsung is going to do to make this right besides a luke warm apology Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I am still waiting on a technician to contact me to set up an appointmentIf the technician is able to fix the washing machine then this will be resolvedIf he is unable to then it will not be resolved Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer an exchangeThe customer accepted our offer and explained that our exchange department will contact him within a few days with further instructions 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 EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has contacted Prizelogic regarding the customer’s concernsAs Per Prizelogic, the customer has been stuck in the appeal process because the IMEI is marked invalid However, the device appears to be valid to me, so I will forward this customer’s information to AT&T for an updateWe 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 reviewed Mrs [redacted] complaint in regards to a refund for her television Our system shows a refund check in the amount of $2,670.84; reference Txt# [redacted] was issued on 9/12/for the unit 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