Samsung Electronics America

Samsung has reviewed Ms [redacted] ’s claim again in regards to the [redacted] investigation for her lost/stolen phone Our system shows Ms [redacted] was offered an accommodation for a replacement device which she accepted The agent handling the claim is currently awaiting proof of purchase from Ms [redacted] in order to proceed Please have Ms [redacted] provide the agent with the proof of purchase (if she hasn’t already) at her earliest convenience We apologize for any inconveniences and delays the customer may have experienced with this caseThank you

As per Samsung e-commerce division Mr [redacted] placed an order for a Samsung Galaxy S7, 32GB, (Unlocked), Black Onyx 11/24/The customer’s purchase qualified him to receive a free wireless charging pad and a free Gear VR The $e-certificate was offered with the purchase of a (Locked) carrier based Samsung Galaxy Sor Samsung Galaxy SedgeThis offer was available between November 24, 2016-November 28, The customer's order did not qualify him for a $e-Certificate We apologize again for any inconveniences and delays the customer may have experienced with this caseThank you

Complaint: [redacted] I am rejecting this response because: The phone I bought is from [redacted] who still to this day doesn't provide the IMEnumber on the receiptThese phones are expensive, what are people to do when they find out to late that Samsung has hidden requirements for Warranty As for their one time favor they can keep it, I through the phone away Regards, [redacted]

Dear Ms***, We apologize for any inconvenience you have experiencedWe were unable to locate any previous communication with our customer service with the information you have provided Please provide any information used in the claim, Is the claim under your information? Please also provide the customer service ticket reference number, model and serial number so that we may better help youWe understand your frustration and apologize for delay and look forward to helping you Regards, Samsung Electronics America, Inc [redacted] ***

Samsung has contacted the customer regarding their televisionThe customer was offered a one-time accommodation of free of charge repair under transaction # size="3" face="Calibri"> [redacted] 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

Complaint: [redacted] I am rejecting this response because: The fact that they lost the records of the first attempts (in 2011) to repair the problem and the fact that I called them after the repair in May to say that the problem had NOT been fixed have never been adequately addressedThey seem to have deleted records or to have them listed incorrectly in their system Samsung has consistently been unable or unwilling to honor their warranty Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The screen of this TV is still having issuesSee attached picture taken on 10/22/If Samsung is not going to provide extended warranty, we want Samsung to replace the TV with brand new one and give us the manufacture warranty as we are continuing to experience issues with the screen as of today!!! Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung TelevisionWe have offered the customer a one-time free of charge repair accommodationThe customer accepted our resolution and we set up a repair service ticket for himWe 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

[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.] 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, except for the fact that it took nearly days plus to come to a resolution which is completely unacceptable Regards, [redacted]

Samsung has reviewed [redacted] complaint in regards to his Samsung.com order and promo code E-Commerce has advised that the below email was sent to [redacted] to the email address on file regarding the order Hello ***I apologize for the delay in resolving this matter However, I am happy to inform you that I have manually processed a refund for order [redacted] for the amount of $Please allow 3-business days for the funds to reflect in your accountIn regards to the televisions you mailed to us, I have forwarded your information my upper management team and requested a promo code for the value of both TV'sOnce again, I apologize for the delay and inconvenience you endured during this timeIf you have any questions please do not hesitate to email me back.Regards,ChrisIn regards to the promo code, once upper management approves the request, the E-Commerce agent will notify [redacted] via email 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:Samsung's response does not address my complaint The lack of firmware updates on the website is unacceptable and Samsung send a different response to the Revdex.com than to me In their email to me, they claim that a technician would need to come out to apply the firmware Are they offering to do this for free and also publish their explanation of why on their website? They mentioned the reason being a "SUBMICON" which is not a component of the TV, or even a word (I checked multiple languages, I am very technical)My issue is that I was sold a TV marketed with features that no longer exist (Excellent Picture Quality)The "Blue light click of death" that this TV model experiences (if not related to the power board) has not been investigated and my TV once again does not work My issue is that I was sold a TV which contains a defect (this model), and Samsung has not issued a special program to resolve the defectsRequested Update of TV to use Samsung's appstore (instead of ***'s appstore): [redacted] has not addressed the issue She said that while the [redacted] app is dead, it will never be updated Nor will the [redacted] app store receive an update My issue is that I was sold a TV marketed with features that no longer exist (SmartTV: Internet@TV) [redacted] /Samsung did not listen to me when I called her She also did not clarify what Samsung is doing about the issue or why are unable to assist [redacted] will not contact me at the email address specified in the complaint, instead she emails me at my work email address I am requesting a different person from the Samsung Office of the President I purchased two FLAGSHIP Samsung TVsIf Samsung won't admit to or resolve the issues, then I suggest they offer to buy the TVs back from me I can provide purchase records from [redacted] where they were purchased Best Regards, [redacted] ***

I am rejecting this response because:We NEVER turned down the buy back! We would accept that but the company has never responded back to us regarding it and how we can proceed with it It has been days now and still no response from them

Complaint: [redacted] I am rejecting this response because:Samsungs claims that they have repeatedly attempted to contact me is completely falseI contacted them and they told me that they weren't able to schedule a repair for me and that I would be receiving a call when they were able toHaven't heard from them againIf they do not repair a RECALLED machine I will be taking legal action against them and file a lawsuit Regards, [redacted]

Samsung has contacted the customer to address their concerns regarding their Samsung televisionTo fully evaluate the customer’s request we have asked the customer to provide the following information, serial number, copy of the original purchase receipt, copies of any past work order information and a photograph of the symptom (if possible)The customer indicated that they were not with the television and will reply back to us shortlyCurrently, we are waiting for a reply back from the customerWe will continue to monitor this case to ensure resolutionWe 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

As per Samsung e-commerce division the order referenced was from the refurbished store The system is showing that both orders were cancelled and Mr [redacted] was not charged Unfortunately we do not have the inventory in the refurbished store to fulfill orders for this product 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

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] yes I don't know what you guys received or what you didn't receive but I am positive I set my phone to you guys OK and dropped it off I have the receipts and sent all the necessary documentation to you this is ridiculous if you send somebody a prepaid postage label you should have it insured because whatever happened to the package or whatever Hans it's touched somehow someway it went missing i'm a consumer and I'm also very good customer Sam songit's not fair that I have to take this loss when all I was trying to do was send my phone in for repair I can understand if I shipped it myself but you guys sent me the shipping label to ship it back to your warehouse or wherever it was going and this is really not fair my next step is taking this to courtI have all the necessary documentation's

According to our files, Samsung has contacted the customer regarding the customer’s unit model # GT-P5210GNYXARWe have offered and authorized a direct exchange for 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because: Once again, this company proves that they are completely tone-deaf to the issues that I'm experiencing and insistent upon my producing a receipt to guarantee a product which has proven to be poorly madeI want a fully functioning product as I paid a significant amount of money for something that simply stopped working for no reason I am a journalist and I will be CERTAIN to warn anyone I come across not only of the poor customer service I received from Samsung but also the extremely poor quality of their merchandise Regards, [redacted] ***

Samsung has reviewed Mr [redacted] complaint in regards to his television Our system shows the agent assigned to the claim spoke with Mr [redacted] on 10/20/to discuss the case The agent explained to Mr [redacted] that the screen damage had been reviewed by engineering and was determined to be physical damage The agent further explained that this type of damage would not be covered under the warranty Regrettably, no accommodations can be made for this claim Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Please be advised that Samsung has no reports of known defects related to the productAs previously explained there is no charge associated with repair as long as no physical damage, or liquid damage is found during evaluationIf found, you would be contacted with the repair amount requiredThank you