Samsung Electronics America

Complaint: [redacted] I am rejecting this response because:Samsungs office of the president did contact me on January 4,She promised my refund would be approved and I would have documentation within the hourI did not received documentation within the hourI did not get it until the next day after emailing the representative againWhile Samsung claims the refund is approved, Samsung still wants me to jump thru hoops to receive the refund and does not have a clear answer as to when I will actually have the refund after I jump thru the next hoopWhile Samsung is offering me a refund for the dishwasher Samsung does not offer disposal of the unit or reimbursement for having to have another unit installedSo while I will go thru the next steps as reimbursement for the unit is better than nothing it is worth notifying potential customers of the nightmare it is to get Samsung to honor their warranty and if Samsung does finally honor their warranty customers will still have to pay a couple hundred dollars out of pocket to get another productEx disposal of Samsung product and possibly installation of dishwasherSamsung still does not seem to understand the hardship a customer goes thru when their product quits working I have been without a dishwasher for a ridiculous amount of timeI had to open my home and my schedule numerous times for attempted repairs and even after their service center said the unit was not repairable Samsung still wanted the repair center to come back out, interrupt my schedule so the repair center could call Samsung at my house! Yes call Samsung from my house to get a specific number (not off the dishwasher or from me) but from Samsung before Samsung could consider declaring the unit not repairable Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung DishwasherWe have advised to the customer that a copy of their detailed sales receipt is needed to process a buyback (refund) for the unitThe customer advised that they will get us a copy of the receipt from where he purchased the unit fromCurrently, we are waiting to hear back from the customerWe 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 Mrs [redacted] regarding her concerns with her dishwasher Mrs [redacted] called the hotline and asked that the agent contact herThe agent called the Mrs [redacted] to follow-upMrs [redacted] states that she spoke with her husband and she wants to know her optionsThe agent offered an SRA or a refund of what she paidMrs [redacted] asked if the exchange was going to be even and she not have to pay anythingThe agent explained the SRA process and stated that the retailers will work with herMrs [redacted] states that this isn’t an exchangeMrs [redacted] states that a new dishwasher is more than what they paidMrs [redacted] states that they paid contractor pricingThe agent advised that they understand that but Samsung does not dictate the purchase amountsMrs [redacted] complained about the customer service and stated that she wants the exchange but she isn’t finished with usThe agent advised that she will set up the exchangeThe agent advised that the TAT is to business daysWe apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

We appreciate your correspondence and allowing Samsung the opportunity to review your claimUnder the coverage section of the Samsung warranty it clearly states your product must be returned to Samsung in order to receive warranty service If the product is beyond its one year warranty period then a service charge may apply in order to receive repairA service ticket has been processed in order to ship your phone to Samsung for evaluation (Ticket #: [redacted] )Please use the UPS E-label emailed to you for shipmentPlease note that any physical/liquid damage, if found, would require payment or void warrantyThank you

Complaint: [redacted] I am rejecting this response because: They have followed up on the one part of the agreed but not the secondA replacement fridge was sent, which took a total of months, from the breakage, multiple repair calls, and finally to a replacement unit delivered to my houseI was promised compensation for food items lost (Happened time) and a list was sent but since delivery of the fridge have head nothing back from the Office of the President from SamsungHappy to have a fridge again and not wasting money eating out but now to be ignored from the company is unprofessional Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Their customer service is awfulThey are rude and when I received an email out of the blue just asking for my ID I didn't know who this person wasI asked for validity of their ID before I hand something this personal over and this is the response I receive: I am writing regarding your Revdex.com complaint #in reference to your Samsung Pay gift cards Our team is requesting that you provide your Samsung Account ID so that they can further research the issue I have included a copy of your Revdex.com complaint for your referenceI am not sure what proof of who I am you are referring to as I am emailing you from my work(Samsung) email addressMy contact information is below as well Case #: [redacted] Sent to Business on: 07/21/Business Info: Samsung Electronics America Inc[redacted] Consumer Info: [redacted] I also have screenshots of the horrible customer service representatives that I dealt with regarding this problem as wellThe gift card is all well and good but someone needs to know about how rude, extremely unhelpful and horrible their service is Regards, [redacted]

Revdex.com: I just would like it noted I was not contacted by samsung to schedule an appointment until I informed them I filed a Revdex.com complaint Which is absolutely ridiculous for an organization Thank you for your help it has been greatly appreciated I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Samsung has reviewed Mr [redacted] claim in regards to his Smart television Our system shows the agent handling his claim spoke with Mr*** on 3/16/and informed him that the unit had physical damage Mr*** stated he that he never damaged the unit and called his extended warranty company who put him through to Samsung to set up service The agent informed Mr*** that if his unit was determined to have physical damaged Samsung will not be able offer a FOC (Free of Charge) repair Mr*** stated he will not buy anything else from Samsung and he will be calling his extended warranty company to get a refund, and then disconnected the call No 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 regarding their washerThe customer has been educated on the voluntary recall program options availableThe customer has agreed to proceed with the rebate offerWe 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

Samsung has reviewed Mr*** claim in regards to his phone Our system shows a request for service repair; reference Txt# [redacted] was submitted for the device On 4/07/17, an E-label; reference UPS tracking # [redacted] was sent to retrieve the device The agent handling his claim will follow up with him on any updates as they come available to them We apologize for any inconveniences and delays the customer may have experienced with this caseThank 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 meI firmly believe that Best Buy is at fault, not Samsung! Regards, [redacted]

Samsung has contacted Mr [redacted] regarding his concerns with his gas rangeMr [redacted] is requesting an exchange on the unit due to the uncertainty of knowing the second repair will resolve the issue The agent advised the customer at this time that a repair/evaluation would need to be done, the customer declined Claim is closed due to repair/evaluation is the only accommodation available at this timeWe 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 claim # [redacted] Thank you

Upon further review of Mr [redacted] claim, our system shows the agent handling the claim spoke with the service center on his behalf for more clarification on both units The ASC technician stated that the refrigerator needs a compressor and the washing machine is working up to specifications Mr [redacted] has been advised that if the technician is recommending parts for the fridge, Samsung would have to proceed with a repair as the warranty on the unit is service basedIn regards to the washer, the ASC stated the technician ran all test on the unit and there were no defect found This was determined on separate occasions; first with [redacted] and the second with [redacted] The technician also contacted Samsung TS (Trouble Shoot) and was advised of the same information on the unit The agent advised Mr [redacted] no accommodations can be made at this time since the issues with the units cannot be duplicated by Samsung 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 refrigerator Our system shows a service request; reference Txt # [redacted] was submitted and the repair was completed on 5/20/for the unit We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has followed up with the customer regarding their washerWe have confirmed service order # [redacted] and in-home repair ticket confirmation email was sent to the customerWe 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] Also you could reach us at [redacted] Thank you

Under the coverage section of the Samsung Standard Limited Warranty we must advise that liquid damage is not coveredIf liquid damage was found during evaluation this may indicate the phone was not properly sealed when in contact with liquid, or the liquid contact was too severe Unfortunately, any damage incurred through contact with water or other liquids can, and in most cases will, cause corrosion to the inner workings of the handset Even when some functionality is retained, it generally happens that the corrosion continues to spread, causing more damage over time.Although warranty clearly states this issue is not covered, Samsung has authorized a one-time free of charge repair.To proceed refer to Service Ticket # [redacted] , and utilize the UPS E-label emailed to [redacted] for return of the product

We appreciate your correspondence and allowing Samsung the opportunity to review your claim size="3">We do apologize for any negative encounter when recently contacting Samsung’s Customer Support CenterThe unpleasant experience described is not consistent with the high standards and values that you, as well as Samsung, expect from our employeesWe will forward your feedback along to the appropriate parties for further review and coaching opportunities As for compensation, Samsung would be unable to honor such a requestPlease see Samsung’s limitations to our warranty regarding Time, Goodwill, Reputation and Inconvenience: [redacted] What are the limits on SAMSUNG's liability? THIS LIMITED WARRANTY SETS OUT THE FULL EXTENT OF SAMSUNG’S RESPONSIBILITIES, AND THE EXCLUSIVE REMEDY REGARDING THE PRODUCTS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTYIN NO EVENT SHALL SAMSUNG BE LIABLE FOR DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE PRODUCT OR FOR, WITHOUT LIMITATION, COMMERCIAL LOSS OF ANY SORT; LOSS OF USE, TIME, DATA, REPUTATION, OPPORTUNITY, GOODWILL, PROFITS OR SAVINGS; INCONVENIENCE; INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES; OR DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE PRODUCT Again, we do apologize for the negative experience and will address the concerns presented upon review of your previous contact Thank you

We do understand the frustration this has caused, hoewver, again Samsung must be allowed the opportunity to exhaust all repair options availableWe are unable to provide immediate replacement of this unitUpon receipt of your device repair service can be expedited, which provides turnaround time of 1-business days, and the unit can be returned with overnight deliveryIf need be, the address for return shipment can always be changed and delivered to you at your vacation address if it has not been returned prior to your departureWe do apologize, however, Samsung will need the return of your product in order to provide the free of charge, motherboard replacement which should bring resolution to this issue.Thank you

Samsung system shows that Mr***’s credit card had a hold in the amount of $for the OOW repair for his son’s phone The hold was essentially voided; reference Confirmation # [redacted] once it was determined that Samsung would not repair the phone Mr [redacted] will not see a refund to his card because it was never charged He may contact his financial company and provide the confirmation number to confirm that the hold on the card was released in their system In regards to the OOW repair of the phone, Samsung will not be able to accommodate this request because the phone was rooted/jail broken Samsung does not know what affects attempting to repair a rooted device may do since the rooting could have possibly caused hardware damage to begin with Since it is unknown as to what damage the rooting may have done, any repair could potentially cause further damage the device As previously stated, in these cases Samsung would be declined OOW service and the consumer would be referred back to their carrier or the original place of purchase for service Samsung’s stance still remains the same; no accommodations will be made for this claimPlease have Mr [redacted] contact his carrier or the original place of purchase for repair on the phone 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 televisionSamsung understands it is disappointing for any product to fail, whether in-or-out of warrantyThe Limited Warranty on this television was months, parts and labor, which expired 11/30/ based on the information currently on fileDue to significant time the unit has been out of warranty, the repair costs are the responsibility of the ownerWe apologize for the inconvenience, but Samsung will not be honoring the customer’s refund request or free of charge repair requestWe 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