Samsung Electronics America

Upon further review of Dr [redacted] complaint, our system shows the agent who handled the complaint contacted her today, 9/07/and requested the work orders of the repair company she used in order to make a determination if the company is a Samsung authorized servicer Once investigated, the agent will contact Dr*** with a final resolution on whether Samsung will reimburse her for the repair as an accommodation Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has reviewed Mr [redacted] claim in regards to his dishwasher Our system shows the agent who handled the claim submitted a service request; reference Txt# [redacted] for the unit An ASC agent will be in contact with Mr [redacted] to schedule the repair 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 a compensation check in the amount of $889.00; reference Txt# [redacted] and a compensation check in the amount of $889.00; reference Txt# [redacted] were issued on 6/13/for both devices Please allow 7-business days after the checks have been mailed to receive them We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has contacted [redacted] regarding the customer’s concernsAs per [redacted] , the televisions have been shipped to the customerWe 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 FridayThank you

Samsung has contacted the customer regarding their promotion codeThe customer will be sent a gift card to their home addressWe 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

I would like to request this complaint be closedSamsung reached out immediately and resolved the issue, by sending the needed part

Samsung e-commerce division has contacted Mr [redacted] regarding his concerns Mr [redacted] was unhappy with the service he received for which we truly apologize Mr [redacted] was given a discount of $off his current order and was informed that AGS attempted to contact him on 12/30/ and again on 01/03/to set an appointment for delivery Mr [redacted] was advised that in order to speed up the delivery process to please contact AGS to set up an appointment for delivery at a time that is convenient to him 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 Thank you

Samsung has contacted the customer to address their concerns regarding their Samsung dryerResearch shows that this unit’s original month warranty expired approx05/We understand that the customer has been advised that there are no accommodations available for this unit; although this is accurate, we have offered a one-time part(s) accommodation if repaired through an authorized Samsung service providerWith this accommodation, the customer will be responsible for the labor chargesThe customer has accepted our proposed accommodationWe 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 the customer to address their concerns regarding their Samsung RefrigeratorWe have offered the customer an exchange through their place of purchaseThe customer has accepted our offer and we advised that their place of purchase will contact them to finalize the exchange in a few daysWe 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: I did not claim to receive Samsung VRI am eligible to receive Samsung SYou should ship me a SMy brother purchased Samsung Galaxy SEdge (the same model I purchased) using the same method (online purchase)When he claimed he received this message and Samsung Sinstead of VR"Samsung has contacted [redacted] regarding their concernsAs per [redacted] , the consumer’s location code on his receipt did not reflect a qualifying online or telesales purchaseWe have communicated with him and are currently escalating the shipment of an Sto the address that he verified via our customer supportWe 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 FridayThank you"I am not pleased by anything else but Samsung Sbecause I am eligible to receive it Regards, [redacted] ***

Upon further review of the customer’s file, the customer is inquiring about a replacement being delivered in a timely mannerWe have informed the customer of the expected delivery date of the product and apologized for the inconvenience this matter has causedWe 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 FridayThank you

I am rejecting this response because: Your assertion that I am lying is not sufficient proof of your claim Please provide the exact technical specifications of the type and quality grade of the glass used in the manufacture of this unit, all testing procedures and results, quality control procedures and policies and all similar claims against this product and your company There was no external damage to this unit

Thank you for contacting Samsung Electronics, we apologize for your inconvenience Mr [redacted] can you please provide the information that you were required to send in to get the TV so that we may be of better assistanceYou may email it directly to [redacted] *

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 Manufacturer’s Warranty on the television was months, parts and labor, which expired on/about 11/based on the model code and serial number currently on fileThe unit is ineligible for any repair assistance due to significant time the unit has been out of warrantyRepair costs are the responsibility of the owner at this timeWe 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 to address their concerns regarding their Samsung OvenWe understand from the consumer’s complaint that a crack has developed on their glass stovetopRespectfully, after the technical and product support evaluation, it has been determined the crack has developed because of an external factorThe internal components of the unit are unable to, if defect, produce this type of symptomDue to this determination warranty has been voided as physical/cosmetic damage is not covered under our limited manufacturer's warrantyWe advised that the information explained by our customer service department was accurateSamsung sincerely apologizes for any inconveniences in this matter but will not be honoring the customer’s request for warranty coverageWe 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

Mr [redacted] , Thank you for contacting Samsung Electronics, Office of the President, we appreciate the opportunity to respond to your concernsFeedback is always appreciated.Samsung has a reputation for building quality products and makes every effort to meet all customer expectationsWe apologize your washer rebate has not met yours due to the recent repair experienceYou have brought to light customer service concerns and delays that will be further investigated by our quality team, thank you for the feedback; it is very helpful and allows Samsung to continue to improveIf you need further assistance, please feel free to contact me

Thank you for your response Samsung did send a tech out to inspect our refrigerator on Saturday, April 18, and it was determined that, although the refrigerator was cooling properly, the extremely loud noise, which was our main complaint and which has been acknowledged in writing by Samsung, is being generated by water flowing into the ice maker The tech said this horrific noise, which has even caused our guests to question, would occur about every minutes, but which has literally occurred more often, based, I guess, upon the amount of ice being used We can live with the other noises coming from this refrigerator, which also have been acknowledged by Samsung in writing, although the same are irritating Although Samsung has apologized for our inconvenience in purchasing this model, that is not acceptable We did not pay $2,100+ for a refrigerator causing this horrific noise, and we have requested that we be allowed to exchange this refrigerator for a model which does not produce this noise, which Samsung has rejected We were not told by the vendor that this model was noisy, and we believe that the vendor should have been made aware of this fact, which it says it was not We have friends who have purchased new refrigerators in (not Samsung), and neither has problems with noises of any kind I’m sure that no one spending $2,100+ for a new product would be happy listening to this loud noise It is very disturbing to learn that Samsung would sell such a product without alerting prospective purchasers of the noise defects

We appreciate your correspondence and allowing Samsung the opportunity to review your claim.Please be advised that Samsung has no judgement on any service providers decision to replace/refund a consumers product All decisions regarding replacement would be solely at the carriers discretionAs for Samsung, our obligation is to provide repair service If you find that you have a device in need of evaluation/repair please contact Samsung Customer Support at ###-###-#### to arrange a new Service Ticket at which point details regarding repair would be provide.Thank you

I am rejecting this response because:Samsung emailed us nearly one week ago asking us for a copy of the receiptWe sent the receipt to them right awayThey then asked if we would be interesting in returning the defective items and getting a store credit to Best BuyWe replied to this email last Friday and have not heard back sinceSamsung has not resolved the matter or returned any our calls or emails

Samsung has reviewed Ms [redacted] complaint in regards to her phone Our system shows the agent who handled the claim spoke with Ms [redacted] on 9/27/to discuss the caseMs [redacted] told the agent she never had the physical damage to her screen repaired and now the screen is not functioning properlyThe agent offered to cover $of an OOW (out of warranty) repair due to Ms [redacted] stating the device sometimes overheats and she accepted the offer The agent submitted a service request; reference Txt# [redacted] and a UPS shipping label; reference UPS tracking # [redacted] was emailed for Ms [redacted] to send in the device for repair Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case