Samsung Electronics America

Complaint: [redacted] I am rejecting this response because: Samsung tried to contact me once using my land line when I was not at homeI called them back during their office hours several times, left messages and my cell phone number to call me backNo one ever called me back and their representative never picked up the phone Regards, G B

Upon further review of Mrs [redacted] claim, our system shows a refund request in the amount of $219.49; reference Txt# [redacted] was submitted on 7/11/for the device Mrs [redacted] was advised that product is under review and to hold onto product until receiving further instructions If the product has been disposed of, the offer will be voided Once the refund has been approved, Mrs [redacted] will receive an email with further instructions on how to proceed with the claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

As per the Samsung Standard Limited Warranty physical damage will void warrantySamsung does not manufacturer any shatter proof productA device which is built of glass components may become damaged if droppedConsumers with products in a physically damaged state must refer to their individual service provider for resolution options.Thank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Our records state that as of Friday, 8/28/you were contacted and informed a replacement unit would be issued and delivered by Tuesday 9/1/Records indicate this offer was accepted.Samsung would consider this matter as resolved

Samsung has attempted to contact the customer to address their concerns regarding their Samsung Television however we were unable to reach himThe customer’s email address has been returned as undeliverable and we also do not have a telephone numberWe need additional information from the customer to fully evaluate this complaint and updated contact informationWe also need the unit’s serial number and current firmware versionIf you speak with the customer, please ask him to contact us directly at the number provided belowWe 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 review of the customer’s file history it is showing that the customer has been approved for a refundThe refund has been submitted (transaction# [redacted] ) and customer was informed that it may take 4-business days for the check to be issuedThe check was issued on 4/6/and may take for 5-business days for standard USPS shippingWe apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Samsung has contacted the customer regarding their concerns with their washerCustomer’s complaint is with the delay in the recall repair and the issues that he has after the repairCustomer states that he is scheduled today and he believes the tech is at his home nowCustomer asking for the rebate and $compensation for going to the laundry matCustomer was advised that I understand his frustrationCustomer was advised that he had two options and because he chooses service, the rebate is not an optionCustomer was advised that I can offer a e-gift for the delay in service but I would not be able to compensate him Customer states that the dollar offer is an insultCustomer states that he has been without his washer for more than a monthCustomer states that he is going to contact the AG officeCustomer states that the rebate for his washer isn’t sufficientI advised that I understand but the rebate amount is based on fair market valueI advised the amount that is on the website would not increaseCustomer was not happy and advised that he will continue to escalate until he receives a fair resolutionNo accommodation 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 and refer to claim # [redacted] Thank you

Upon further review of Mr [redacted] claim, Samsung was able to expedite the refund for his washer; reference Txt # [redacted] Per the Refund Dept., the check will be processed to go out tomorrow 3/02/ 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 case Thank you

According to our files, Samsung has contacted the customer regarding the customer’s unit model # PN64D7000FFXZAWe have advised to the customer that the information he has been provided by our customer service staff is correct and his unit is not eligible for any out of warranty repair assistanceWe 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

Upon further review of the customer’s file, we have provided the customer with a $ [redacted] gift card sent today UPS 2nd day with tracking # [redacted] 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 claimThe one year warranty is valid for one year from the original purchase date of the phoneThe repair for this device was not denied due to warranty time period, but due to physical damage at the charging port of the deviceAs a one-time courtesy a Free of Charge repair has been authorized A new Service Ticket has been authorizedPlease refer to Service Ticket [redacted] and return the phone using the UPS E-label emailedThank you

Upon further review of Mr [redacted] complaint, our system shows the agent assigned to the claim spoke with him again on 11/20/to discuss the case The agent informed Mr [redacted] that unfortunately due to the repair being completed by his extended warranty and not through Samsung, we would not be able to offer service on the unit Regrettably, Samsung’s stance remains the same No accommodations can be provided for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Firstly, there is misinformation in this postThe tv was purchased around September The month warranty would not have expired until late 2010.Secondly, like I mentioned in my initial complaint, this is unacceptableThe issue is due to a clear defect in Samsung tvs of that time period and there was a class action lawsuit involving this, which resulted in them offering $towards repairtsA tv breaking in under years due to a manufacturing defect should not be my responsibilityA company would want to keep a customer if they make a mistakeSamsung's reaction to this is irresponsible and unacceptableMy initial complaint stands and I once again request Samsung make reparations for thisUltimately, by taking the reckless actions they are taking, they are severing a customer relationship someone who has been a very loyal customer for a long timeThey are proving they cannot be trusted to take corporate responsibility for choosing cheaper parts and manufacturing defects, despite offering an hdtv that priced as one of the premium tvs on the market at over $This is unacceptable and their response is also unacceptable

Samsung has contacted the customer to address their concerns regarding their Samsung ovenWe have advised to the customer that our product support team has once again reviewed the photographs provided and the customer’s outline of what was happening when the cracked developed per their requestBased on these details, physical damage has been re-confirmed and warranty coverage is not available as our limited manufacturer’s warranty is voided when there is physical damage presentThe Samsung Limited Warranty also only provides coverage during the designated time for defect in material or workmanshipRespectfully, after review of this claim, Samsung has determined usage and care of the unit, not defect, was directly related to the development of the crack therefore also voiding the year warrantyWith this being said, we will not be able to honor the customer’s request for warranty coverage on this unitWe 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

[redacted] I am rejecting this response because: I got the tablet back after "repairs", but unfortunately the issue still hasn't been resolved Please do take minutes to see the video below for the issue I am still experiencing Youtube link : [redacted] This is the exact same issue that has persisted since my first service request back on July 29th I am consistently able to reproduce this issue at my home network, my friend's network and my office network Please see my previous videos for details I love Samsung products, and in addition to this Notethat is having issues, I am the proud owner of : Samsung Galaxy Tab - model Samsung Smobile - model Samsung Note Mobile - model Samsung Note (edition, refurbished, bought the same time as the Note in question) All of these other Samsung products work flawlessly(as you can see from my videos) and I have absolutely no complains against them In this case, the tablet has been returned back to me both times without the issue being fixed and I am stuck with a Notetablet that is practically unusable for anything that depends on a wifi connection All I want is my Noteto work on a wifi connection without issues like my other Samsung tablets do Regards,

Samsung has reviewed Ms [redacted] complaint in regards to a refund for her washer and dryer Our system shows the agent handling the claim has been in contact with Ms [redacted] in attempt to get the serial decal for the units which is required to process the refund The agent spoke with Ms [redacted] today, 10/11/and sent her the acceptance doc for her washer and dryer The agent advised Ms [redacted] to send them the documents so it can be attached to her file Once it has been attached, the agent will contact the Refunds Deptso they can proceed with the refund Please have Ms [redacted] send in the acceptance document along with all required information at her earliest convenience in order for the Refunds Deptto process the refund(s) in a timely manner Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr [redacted] claim in regards to the $charges on his accountOur system shows that Mr [redacted] was credited back the $charge on 8/01/on his account E-Commerce was not able to locate an order for the other $charge Mr [redacted] mentioned in his complaintAn E-Commerce agent emailed Mr [redacted] requesting the order number for this charge to be able to assist him further Please have Mr [redacted] provide the agent with the order number at his earliest convenience in order to proceed with the claim 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:I notified the company as per their policy as stated under warentee repair that if I was disappointed with their product or that it had a defect to contact them immediately I did so and notified the first person I spoke to of the crack near the home button which happened over nightAfter all that time I was later contacted and told the item was deemed "physical damage" and that I would have to pay to get it repairedAfter doing some Web searching I found that this is not the only product that this will happen toSamsung on each issue tries to get the customer to pay for the repair of each device almost at cost for a new one I will post some links.http://forums.androidcentral.com/samsung-galaxy-note-3/330684-samsung-gala...⇄ Regards, [redacted]

Samsung has reviewed Mr [redacted] complaint in regards to a refund for his Samsung.com order Our system shows the order was received on 8/21/at the Fulfillment Center E-Commerce issued a refund in the amount of $2,287.98; reference Refund ID Number [redacted] on 9/28/for the order Please allow 3-business days for the funds to reflect back on the account 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 an exchange under transaction # [redacted] face="Calibri"> 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