Samsung Electronics America

Samsung has reviewed Mrs [redacted] claim in regards to returning the Samsung Gear Ssmartwatch Our system shows that Mrs [redacted] has a dispute place on the order An E-Commerce agent informed Mrs [redacted] that she would need to uplift the dispute in order for Samsung to send her a return label for the device Up to date, Mrs [redacted] has not responded to the agent’s email explaining to her that Samsung cannot touch orders that have a dispute upon the order If Mrs [redacted] would like Samsung to resolve this issue, please have her first lift the dispute with her financial institute and then respond back to the agent’s email for further assistance with sending out the return label in order to process a refundWe 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 washerWe have advised to the customer that our research shows that a recent repair service was performed where the technician deemed the unit working within specifications and is not defectiveWe have offered to set up service for the customer but also advised to keep in mind that if the technician once again states that the unit is operating within specification that the customer would be response for the repair costsThe customer has declined further repair visitsSamsung’s limited one-year manufacturer’s warranty is for service and does not offer a replacement or refund for buyer’s remorseWith this being said we are unable to honor the customer’s request for a replacement or refundWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at 888- [redacted] 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: As you mentioned my case was approved on 6/17, however, I haven't received any gift card yet Regards, [redacted] ***

Samsung has reviewed Mrs [redacted] claim in regards to her dryer Our system shows the agent handling the claim made many attempts to discuss about free of charge repair procedure, but failed to reach On 08/21/2017, Mrs [redacted] was reached and told our agent that the dryer has been already repaired, but wants to be reimbursed for the amountOur agent asked bill of sale for repair cost in order to verify the amountWe apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung had excellent customer serviceWe purchased a Samsung Steam Moisture Sensor Drier, which experienced some operational difficulties with ware on a device that helps rotate the drumAfter speaking with different customer service people, we were able to achieve satisfactionSamsung, despite warranty coverage just ending, did two important thingsFirstly, Samsung extended extra coverage to allow for an easier repairAnd secondly, when all options were exhausted and the machine still wasn’t fixed, Samsung provided us with a refund of the productAfter all efforts were made, we feel that Samsung did their very best to resolve our situation

Our files indicate that the customer’s complaint regarding Model # SM- [redacted] has been reviewed an additional time per customer’s rebuttal requestWe contacted the customer but have not heard back from himWe would like to offer an exchange but need his approvalIf you speak with the customer, please have him contact MsBianca M [redacted] via telephone (***-***- [redacted] press then Ext [redacted] or email [redacted] )Please also inform the customer to retain the unit due to having to ship the unit in for the exchange to be completed 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, Monday through Friday and refer to case # [redacted] Thank you

Samsung spoke with Mr [redacted] and informed him that the rebate is only for the amount of the washing machine along with installation if neededMr [redacted] is aware that the rebate is different than the original process for a refund and stated he did not agree with our policy He also mentioned he was told by an ECR agent that he would receive the sales taxes Samsung informed Mr [redacted] that was incorrect and apologized for the misinformationAt the end of the conversation, Mr [redacted] agreed to proceed with claim We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted the customer regarding their concerns with their home theaterThe agent reached out to Mr [redacted] regarding the repair She was inquiring if the unit has been repaired successfullyWe are waiting on the customers response 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

Complaint: [redacted] I am rejecting this response because:Samsung has done nothing for resolving my issue except asking for a document that cannot be generated because the defective unit was hauled away and neither me nor delivery company knows the serial numberHome Depot has refunded me for a defective unit from Samsung, so this means that they value their customer, and Samsung does notIn return, I will come back to Home Depot and purchase from Samsung competitors in futureI am not looking for and will not be satisfied with any response from SamsungThey had more than months to earn my business, and they did nothingLets stick with our principlesSamsung, with their meaningless refund policy, and I, with not having any more business with Samsung.I expect my reviews and experience are visible to other customers of Revdex.com as the only benefit of communication in this website for me Regards, [redacted]

Samsung has reviewed Mrs***’ complaint in regards to her refrigerator and food loss Our system shows the agent who handled the complaint submitted an exchange request; reference Txt# [redacted] to exchange the unit through [redacted] On 9/12/17, the agent received an email from Mrs [redacted] stating the exchange has not been processed by [redacted] yet The agent resubmitted the exchange request to [redacted] to proceed with the accommodation In regards to the food loss, our system shows the agent submitted a compensation request in the amount of $129.49; reference Txt# [redacted] on 9/12/for food loss Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of [redacted] complaint, our system shows the agent assigned to the claim attempted to contact her today, 2/15/to further discuss the case but was unsuccessful in reaching her The agent left [redacted] a voice message advising her that the model that was offered to her for the exchange has all the same and if not more speciation features as her old device The agent advised [redacted] to return the call if she needs 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

Samsung has reviewed Ms [redacted] claim in regards to her washer Our system shows a refund request in the amount of $757.76; reference Txt# [redacted] was submitted due to multiple repairs on the unit Ms [redacted] was advised that product is under review and to hold onto the product until receiving further instructions On 7/06/17, a Response Required for Refund Process e-mail was sent to Ms [redacted] email on file with the acceptance document attached, along with instructions that are required to proceed with the refund An agent from the Refunds Deptcalled Ms [redacted] today, 7/07/requesting the acceptance document needed in order for the refund to be processed Please have Ms [redacted] send in the acceptance document along with all required information at her earliest convenience in order to proceed with the claimWe 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 # [redacted] We have offered the customer a one-time free of charge repair accommodation to the customer to repair capacitor and/or power supply onlyWe also advised that should the television require any other additional parts that repair costs would be their responsibility since the unit is out of 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, Monday through Friday and refer to case # [redacted] Thank you

Complaint: [redacted] I am rejecting this response because:Samsung did not bother to read my initial complaint to the Revdex.com or the reply that I sent Samsung via email.The dryer being in or out of warranty was never in question The issue was and is that their certified technician was unable to analyze the dryer and determine what might be wrong with it Unlike Samsung's response suggests, I did already reply to Samsung's email asking them to reread the complaint that I submitted to the Revdex.com, pointing out that it was a problem with their certified technician, not with my warranty status.Samsung has not replied to my message asking them to reread the initial complaint.I am fine with paying for repair service as the dryer is out of warranty, but I need a technician who can actually diagnose the problem This is the problem I am having, there doesn't seem to be a qualified technician at hand Regards, [redacted]

They were to replace deviceI want a replacenent device mailed Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.For assistance please contact ###-###-####Thank you

Complaint: I am rejecting this response because: $is not sufficient compensation for the hours of my time I spent contacting Samsung and being given the run around I can add the hours I spent on the phone - it won't even come close It is not sufficient compensation for being without a range for days due to the fact that Samsung lost it and therefore having to eat out and re-plan meals It is not sufficient compensation for the rudeness of some of Samsung's employees and the blatant lies that were told to me It is not sufficient compensation for the inconvenience It is not sufficient for the simple fact that Samsung has the worst customer service I have ever experienced in my life But that's fine - social media goes a long way to getting the word out - as I see the multitude of customer complaints already on Samsung's FB page I will also be contacting the consumer affairs department of my local tv stations with my ENTIRE story Samsung has lost quite a few customers over this ordeal It's too bad they don't care about their customers Saying "we are sorry and we care about you as a customer" goes a long way Regards, [redacted]

[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 Thank you so much Revdex.com! Thumbs Up to your Service!!! Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have spoken with Cynthia and T'Keisha today at SamsungCynthia stated that whomever took my information to enter it into the database at Samsung did not do it correctlyAlthough it says at first glance that it is in processing there is no information in the file to process when it is opened up and that it will take additional time to get it straightened out and another department was going to have to be called in to get it straightened outT'Keisha stated that she has been working on it and offered no further information when questioned about the fact that it has been weeks ago when she stated in yet another phone conversation, "I assure you it will not take 4-weeks to get your check now." There is no tracking number, no estimated date of cutting the rebate check so again we are in limbo and stuck in a delay tactic from SamsungKeep in mind that this was supposed to take 4-weeks to get the rebate....that time frame has turned into weeks and countingI have been without a large portion of the limited income that I receive on disability because Samsung required the consumer that was wronged to pay again up front for a product that they have not manufactured for safetySamsung does not deserve consumer faith in its products and resolutions when things go badIt is appalling that we are still without money that is rightfully ours and desperately needed as I am now incurring finance charges on something I should not have had to buy twice Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have yet to receive the replacement that I was promised via the response from the Revdex.comI sent in all required information that I have and Fedex is able to confirm the package was lost in there careI even provided a verifiable case number for said lost package and I still have not been granted a replacement, or any compensation for said replacement even after the carrier themselves verified and attested to the fact that the package was lost in their careI feel as if I have been misled in regards to the promotion Regards, [redacted] ***