Samsung Electronics America

Samsung has reviewed Mr [redacted] complaint in regards to his charger Our system shows an exchange request; reference Txt# [redacted] was submitted to exchange the accessory The agent assigned to the claim spoke with Mr [redacted] on 9/14/and advised him that his ticket was updated so that his new charger can be shipped to him The agent also advised Mr [redacted] that he would receive an email with the UPS tracking number; reference UPS [redacted] for the shipment 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 washerThe customer has been set up for repair service under transaction # [redacted] 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

Upon further review of the customer’s file, the customer has been offered a one-time accommodation of free of charge repairWe 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

We appreciate your correspondence and allowing Samsung the opportunity to review your claimWe do apologize for the delay with regard to replacement of your mobile deviceThis matter is currently under reviewYou will be contacted as soon as feedback is availablePlease allow 24-business hours for responseThank you

Upon further review of Mr [redacted] complaint, our system shows on 9/1/17, a Refund Payment Requested e-mail to his email on file informing him that the refund is being processed for payment A Refund Payment Processing e-mail was sent today 9/20/informing Mr [redacted] that the refund is being processed to be issued Once the check has been issued, Mr [redacted] will receive a Refund Check Issued e-mail informing him 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 reviewed Ms [redacted] claim in regards to her Note refundOur system shows the agent who handled the claim was able to validate the IMEI number for Ms [redacted] Note deviceThe agent submitted a shipping request; reference Txt# [redacted] to have a shipping box and label sent for Ms [redacted] to be able to turn in the device for a refundMs [redacted] was instructed to return the device as soon as she receives the boxMs [redacted] was also advised that once the device was received back at the warehouse, Samsung will proceed with processing the refundPlease have Ms [redacted] return the device (if she hasn’t already) at her earliest convenience in order to process the refund in a timely mannerWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # WA400PJHDWR/AASamsung has approved an exchange for the customer through their place of purchase (Lowes) on 1/We contacted Lowes to re-verify if they received the exchange paperworkThey informed us that they have notSamsung has resent in the exchange paperwork today and they should be contacting the customer in approximately 3-business days to coordinate and complete the exchangeWe 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

This the email I sent to Samsung Re: complaint I'D [redacted] I received an email from Samsung today offering a settlement, which I will accept even though it does not cover taxes and installation.This has been going on since last October

I am rejecting this response because: Unsatisfactory resolution to the filed complaint

Samsung tries to accommodate our consumers with a resolution to the best of our ability on a case by case reviewIn Mrs [redacted] case, she stated she moved the washer from one location to another which is the cause for repairOur system shows that Mrs [redacted] washer was manufactured in and is no longer under warranteeAs previously stated, the only option for the unit at this point would be OOW (Out of Warrantee) services where Mrs [redacted] would be held liable for parts and laborThat being said, if Mrs [redacted] has the unit serviced through an ASC (Authorized Service Center), Samsung would not reimburse her for the service repairNo accommodations will be made for this claim other than setting up OOW service for the unitWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted Samsung Pay regarding the customer’s concernsAs per Samsung per, the email address provided is a valid Samsung Account ID but was not used to connect the device to Samsung PayThe email address and phone number provided does not show phone calls made to Samsung Pay’s support team Please provide the Samsung Account ID used when using Samsung PayWe 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 Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung DishwasherWe have offered the customer a one-time free-of-charge repair accommodationThe customer has accepted our offer and we have set up the repair service request on his behalfWe 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, the customer is refusing serviceMr [redacted] is requesting Samsung to replace his unit without having it servicedWhile we understand the unit did not function new out of the box; the Limited Standard warranty is for serviceIf service cannot continue Samsung is more than happy to look in to alternate options availableWe 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 RefrigeratorUnfortunately, there will be no accommodations for reimbursement of the customer’s repair cost due to the unit being 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

I am rejecting this response because: Previous request for service have been deleted, lost or canceled

Samsung has reviewed Ms [redacted] claim in regards to additional compensation for taxes Our system shows the agent who handled the claim contacted Ms [redacted] today 5/18/to clarify that she received the taxes for the washer and dryer Samsung apologizes for the confusion in regards to this however, upon further review on the BOS (Bill of Sale) Ms [redacted] provided, it shows the tax in the amount of $is listed twice on the corporate receipt which caused the confusion on the amount to be refunded Prior to the agent contacting Ms [redacted] , they contacted the retailer and confirmed that the tax in the amount of $is correct for both units As it stands, the $tax was included in the washer refund in amount of $569.09; reference Txt# [redacted] for both the washer and dryer No further accommodations will be made for this claim 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 TelevisionAs an accommodation, we have offered the customer a one-time free of charge repair accommodationThe customer has accepted our offer and we have set up a service repair on his behalfWe 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

Your [redacted] Claims opened 6/12/shows to have been denied by [redacted] on 6/22/However, as a one-time courtesy, Samsung will authorize a one-time free of charge repair for your devicePlease refer to the new Service Ticket # of [redacted] , and utilize the [redacted] E-label emailed to [redacted] for return of your product to Samsung

Samsung has reviewed Mrs***’ claim in regards to her range Our system shows that service was set up on 3/07/and scheduled for 3/10/17; reference Txt# [redacted] We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have set up a repair service ticket for the customer which is scheduled for Thursday October 1, We advised to the customer if the assigned service center is unable to complete the repair we would be able to offer an alternative accommodationWe 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