Samsung Electronics America

Samsung has reviewed Mrs [redacted] claim in regards to her Samsung.com order Our system shows Mrs*** refused the package from FedEx; reference return tracking number [redacted] containing the Galaxy S64GB ( [redacted] ) Orchid Gray phoneThe returned package was received back at the Fulfillment Center on 5/4/and a refund was processed on 6/22/for the device An E-Commerce agent informed Mrs*** to allow 3-business days to see the funds reflected on the accountWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mrs [redacted] claim in regards to her refrigerator Our system shows Mrs [redacted] was contacted by a Samsung agent on 1/27/and was informed that we would not be able to grant her request for an exchange due to the fact that the issue was a result of poor installation of the unit Samsung referred Mrs [redacted] back to the original place of purchase and/or the deliver/installation company to see what options they may have for her Mrs [redacted] was also informed that service would be the only option available through Samsung We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

As per Samsung e-commerce division the order referenced is for a tabletThe TV order( [redacted] ) has been fully refunded A representative from the e-commerce division will be reaching out to Ms [redacted] to see how they may be of assistance 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 case# [redacted] Thank you

Samsung has contacted the customer regarding their televisionThe customer has been set up for free of charge part only with the customer responsible for labor cost and the customer has agreedThe customer has been set up under transaction # [redacted] We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr*** [redacted] claim in regards to his refund for the Galaxy Sphone he returned Our system shows that the authorized FedEx return shipping label sent by E-Commerce was not used to return the device An agent from the E-Commerce Division sent Mr *** [redacted] an email requesting the return tracking number for the device but as of today 6/13/17, have not received a response Once Mr*** [redacted] provides the agent with the return tracking number, E-Commerce will be able to process the refundPlease have Mr*** [redacted] reply to the agents email with the tracking number at his earliest convenience in order to proceed with the refund requestWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted E-Commerce regarding their concernsAs per E-Commerce, the customer has been informed the refund was successfully credited on 8/11/Unfortunately, for Samsung.com orders only a refund can be processed; replacements and exchanges are not availableWe 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

Upon further review of the customer’s file, the customer has been provided a full refund for their washer due to service delay 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 [redacted] between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his washerOur system shows a refund in the amount of $857.65; reference Txt# [redacted] was issued on 2/08/in the form of Direct Deposit for the unit Please allow 1-business days (pending on the bank) for the funds to be reflected on the account 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 dont know what they are talking about, there are no returns after daysits been weeks now since purchase maybe if you had told me this in the beginning it would not be an issueAnd again, I can prove that the phone worked fine before your tech dismantled it and disabled the screen! Again, You must at the least fix it back to the state it was in when I gave it to youIt worked besides the charging, and I have a separate charger, So you need to fix the phone back to the condition it was given to you if you are refusing to honor warrantyThere was no mention of this factory flaw when you received the phone and while waiting for part to repairAnd since it was a factory sealed phone when I received it, obviously your tech deliberately did not assemble my phone back to the same condition it was receivedThe email that part was ordered proves the phone was fixableI know this becasue the phone now charges fine, so he fixed the part, but apparently someone told him to not assemble it to working orderSo go ahead and not honor the warranty, but you need to fix the phone back to a working state that you received it inI believe I can produce enough witnesses to prove the phone was in working condition before your tech got his or her hands on it Regards, [redacted] ***

According to our files, Samsung has contacted the customer regarding the customer’s unit model # [redacted] Based off of our customer service records, we show that the unit has had a recent repair request and repair has been completed on 09/04/The customer has confirmed this information and will contact us if they need any further additional assistanceWe 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: What is being stated is falseI did not say $I said it was advertised as $but the true EnergyGuide Usage is $A 38% increase Simple math tells us that percent of give us Therefore, add to 8,that give us a total of I am not debating on how much the actual cost will be for me at the end of the year but debating on what was advertised to be the estimated energy usage if I am to follow the protocols used to measure and test the EnergyGuideMy usage of the television does not change the fact of what is advertisedApologizing does not work if there is no attempt to finding a remedy to the situationI have contacted you through Revdex.com because the other channels did not work Again, are you saying that the EnergyGuide I have on my tv is incorrect and saying the $is the true one and it was falsely advertised as $8? Regards, [redacted]

Upon further review of Mr [redacted] complaint, our system shows the agent who handled the claim spoke with him today 8/30/to discuss the complaint he did not mention for the first repair The agent submitted another service request; reference Txt# [redacted] to have the device sent in to repair the other issue Mr [redacted] mentioned A UPS E-label; reference UPS tracking number [redacted] was sent to Mr [redacted] email in order to send in the device again to the service center Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Dear Mr [redacted] :Thank you for contacting Samsung Electronics America, Office of the President, we appreciate the opportunity to respond to your inquiries and concernsYour feedback is very important, as it allows us to better understand how we can improve our customers' experience We are sorry to hear that you were experiencing an issue with your Samsung.com order We apologize for not meeting your expectations of a reasonable timeframe on delivering your order We value our relationship with you and we are committed to providing the highest level of service simply because you (our customer) deserve it The feedback you provided is vital to Samsung and our commitment and dedication to our products and services We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures Thank you for being a valued Samsung customer, again we apologize for any inconveniences you may have experienced with this case.Sincerely,Samsung Office of the President

Revdex.com:A representative from Samsung contacted me on Wednesday, July 20thShe stated that she would contract the service technician and follow up with my the next daySince I did not hear from her on Thursday, I scheduled my own technician and paid for the repair on Friday morningThe representative from Samsung left a follvoicemail for me on Friday after my washer was repairedPlease close this case (complaint ID [redacted] )Even though Samsung did not resolve my complaint or make good on their warranty, I wish to have no further dealings or contact with themI will not purchase any more of their productsRegards, [redacted] ***

Samsung has reviewed Mr [redacted] claim again in regards to his promotion code Our system shows the E-Commerce agent has sent an email that he requested a promotion code to purchase the Gear and will be sent within 3-business days 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: In our opinion, a $e-card is not sufficient nor reasonable for the "inconvenience" in Samsung's lack of performance in regard to the TV repair The time frame of months to obtain a repair, was abusive, not "inconvenient" Regards, ***

Complaint: [redacted] I am rejecting this response because: our issue with Samsung still has not been resolved we still have not received our refund for a tablet that was returned to them on 12/21/(tracking information is attached) the company keeps giving us the run around and no one responds to left messages or continuous emailsSo we now do not have the product nor the refund that was promisedNew case number provided 1/23/is [redacted] and no return call to date from SamsungAttached it the last label showing that Samsung has received the productI have contacted the office of the executive several times and left several messages with no return call my only recourse is to continue to contact customer service and complain but they do nothing but create another ticket and state that the executive office will return the call within hoursWE WANT OUR REFUND that was promised many, many months agoI have sent emails starting in October of to the last one being sent January 23,asking where our refund is and providing them with the proof of tracking from ***, these emails were sent to [redacted] and ' [redacted] 'with NO response Regards, [redacted]

Customer directly contacted Samsung on this issue

[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.]How will I no when the box will be sent out? Is there a tracking number that can be sent? I would like documentation for EVERYTHING for now on because of the inconsistenciesThank you 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 Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They offer me a $promotional codeBut the price of the item I ordered is now $They also issued the shipping charges for the previous item because I have to pay shipping for the new orderBut still I have to pay extra $to get my item shippedSo basically still they asking more money to ship the item after months waitingAs I mentioned earlier I need my items shipped without paying anything extra Regards, [redacted]