Samsung Electronics America

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RF4287HARS/XAAWe have offered to compensate the customer for the repair costs and have requested for him to provide to us a copy of his receiptWe have left a voicemail and an email asking for a reply with his acceptanceTo date, we have not heard from the customerIf you hear from the customer, please ask him to contact MsBianca Moody at: ###-###-#### (press during the greeting then ext: 10679) or [email protected] 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 [redacted] complaint in regards to his Note phone Our system shows the agent who handled the complaint spoke with Mr [redacted] on 8/31/and informed him that unfortunately, Samsung would not be able to exchange his Note for the Note phone The agent informed Mr [redacted] that he could request for a refund for the Note and then use the refund towards the purchase of the Note phone The agent then transferred Mr [redacted] to the Note team for further assistance with the claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

[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.]Better Business Bureau:I reviewed the response made by the business in reference to complaint ID [redacted] , and find this resolution is the best I can hope to obtain without a long and costly legal fight.If a business provides a defective product (as validated by their own repair person) and the product is still under warranty, then I would expect a reputable business to “make it right.” I think those are reasonable expectations, especially when a consumer is spending thousands of dollars for a product.The customer should not lose money due to the business’ defective product In this case, I am losing hundreds of dollars because of the resolution technique the business chose (buy back of the defective refrigerator vsreplacement of the defective refrigerator with a comparable product).I take this as a very hard lesson that I’ve learned about Samsung Until this event, I had a very high opinion of the company But after the run around I’ve received over plus months, I don’t intend to ever buy another Samsung product It’s not worth the hassle!Although as of today (December 2015), I’m still awaiting receipt of the money to buy back the defective refrigerator.With this said, I concur with closing complaint ID [redacted] If possible, please keep the statement I’ve written above with the completed case and available for public review.Regards, [redacted] ***

Samsung has contacted the customer regarding their Gear watchThe customer has been informed, if there is an issue with the smart switch Samsung would need to retrieve the device for evaluation in order to determine resolution as there is no record of a reported issued regarding this unitAs per warranty the product must be shipped to Samsung in order to receive warranty serviceSamsung does not provide advanced replacementWe 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 reviewed Mr [redacted] claim in regards to his Samsung.com order/Trapromotion Our system shows that Mr [redacted] tradevice was bricked/blacklisted in our system This information is not internal; Samsung received this information from a national database for blacklisted cellular devices Unfortunately, due to the device being on the national database list, Samsung will not be able to honor Mr [redacted] request for the $rebate at this time We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Upon further review of Mrs [redacted] claim, our system shows the agent who handled her claim spoke with her today, 6/02/and she confirmed that she received the device on 5/25/in time to meet her 5/29/deadline to return the phone which was leased As a result, Mrs [redacted] was not charged any fees due to meeting the deadline No additional accommodations will be made for this claim We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of Mr [redacted] claim, our system shows the E-Commerce Division submitted a refund in the amount of $1,780.08; reference refund # [redacted] on 5/2/for both (Original Order: [redacted] /Replacement Order: [redacted] ) Note devices 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 TelevisionWe have advised to the customer that Samsung’s limited one-year manufacturer’s warranty does not cover damage which occurs in shipmentWe explained that in such scenarios Samsung recommends contacting the retailer to notify them as all Samsung units are inspected prior to packaging/shippingWith this being said, we will not be able to honor the customer’s request for a free-of-charge repairWe 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 Mrs [redacted] claim in regards to her Note refund Our system shows a compensation request in the amount of $924.94; reference Txt# [redacted] was submitted on 7/19/for the device A Compensation ReqSubmitted email was sent to Mrs [redacted] email on file on 7/19/17, notifying her that the refund has been submitted for approval On 8/01/17, Compensation ReqApproved e-mail was sent to Mrs [redacted] email notifying her that the refund has been approved as well as a Compensation ReqProcessing e-mail notifying her that the check is being processed to be issued in the system We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted Mrs [redacted] regarding her concerns with her refundThe agent reached out to the refunds department and the refund has since been processedThe refund was issued on 10/26/and Mrs [redacted] will receive her refund within business days from that date 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

According to our files, Samsung has contacted the customer regarding the customer’s unit model # RFG297HDRS/XAASamsung offered the customer an exchange and food loss compensation to the customer.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, Monday through Friday and refer to case # [redacted] Thank you

Upon further review of the customer’s file, unfortunately due to the product being passed day return we can’t process a refund for the customerHowever, we advised the customer we can offer the option for repair under the year warrantyWe 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

Complaint: [redacted] I am rejecting this response because: They do not offer a solution in this response any different from what was originally offered Regards, [redacted] ***

Samsung has reviewed Mrs [redacted] claim in regards to her phone and charger Our system shows the agent handling the claim submitted a service request; reference Txt # [redacted] today, 5/25/for the device A UPS E-label; reference tracking # [redacted] was sent to ship the device in for service 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:I had also filed a claim with [redacted] because of statements made by the Samsung representativeThat [redacted] claim has since been resolved, but there is still the issue of the $gift cardA Samsung representative stated "We do not refund gift cards"I understand this is in violation of many consumer protection laws, and the main reason I chose to file this Revdex.com claim.I have since received, and responded too, several emails from SamsungBut with each response, they refuse to acknowledge the issue of the $gift cardHere is the most recent email from Samsung, and again zero acknowledgement of the gift cardFrom: [redacted] < [redacted] > Sent: Thursday, February 2, 6:AM To: [redacted] Subject: In Reference to Samsung Order Number: [redacted] - [redacted] Dear [redacted] Good Morning! I hope all is wellI have received your complaint and reviewed your Samsung.com orderI see there was a dispute placed on the account on 1/27/17, refund was processed on 1/27/The dispute froze the refund transaction on your accountWhen a dispute is placed, your financial institution would process your refund once the dispute is completed, not SamsungSamsung has no authority pertaining to your order at this time due to the dispute, the dispute would have to be lifted in order for us to refund your account on our endUnfortunately, we can not move forward with any additional action while this is in processWe at Samsung strive to accommodate the customer in the best way possibleI apologize for the inconvenience this matter has caused, I understand this has not been easy for youThank you for your patience during this time, it's greatly appreciated by SamsungI sincerely hope this situation does not deter you from doing business with us in the futureIf there is anything I can do in the meantime please do not hesitate to email me backHave a great day[redacted] Samsung Direct Customer Service| ###-###-#### | Samsung | [redacted] NOTICE: This message, and any attachments, contain(s) information that may be confidential or protected by privilege from disclosure and is intended only for the individual or entity named aboveNo one else may disclose, copy, distribute, or use the contents of this message for any purposeIts unauthorized use, dissemination, or duplication is strictly prohibited and may be unlawfulIf you receive this message in error or you otherwise are not an authorized recipient, please immediately delete the message and any attachments and notify the sender Regards, [redacted]

Samsung did resolve the problem, they did exchange my refrigerator and got my $dollars back in food lost check

Samsung thanks you for your feedback and would like you to know that we take each claim seriously We try to accommodate our consumers with a resolution to the best of our ability on a case by case review In your case, we were not able to accommodate you but we are happy that you were able to resolve it through your insurance Samsung sincerely apologize for your service experience and we are always looking into finding ways to improve it for future consumers We again apologize for any inconveniences and delays the customer may have experienced with this caseThank you

Upon further review of the customer’s file, the customer has confirmed their retailer has replaced their unitWe 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***’ complaint in regards to his monitor Our system shows the agent who handled the complaint corresponded with Mr*** via email on his complaint Mr [redacted] provided the agent with images of the damage to his unit and it has been deemed physically damagedMr [redacted] admitted to the agent that the screen cracked when he was working on switching the mountsThe agent advised Mr [redacted] that physical damage is not covered under the warranty however he can proceed with OOW (out of warranty) service and offered to cover the shipping costs Please have Mr [redacted] contact the agent at his earliest convenience if he would like to proceed with OOW service on the unit 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:Clearly my email was thereI received a thank you for your submission email on 3/I received an email stating that my receipt was missing on 3/I tried to resend the receipt the same dayI then received another email on 4/stating that it was denied Regards, [redacted]