Samsung Electronics America

Samsung has contacted the customer to address their concerns regarding their Samsung RefrigeratorWe have advised to the customer that we contacted Pat at the assigned service center (***) and they confirmed the part(s) has been ordered which had to be special orderedWe explained that we had no influence over the delivery of the part and apologized for any inconveniencesThe customer requested the service cancel that order and that Samsung overnight the same partExplained, this was not an available optionCustomer stated that she doesn't understand how we could allow the service center who was referred to her by [redacted] , to have service that was over one week out for the first visitWe apologized and explained that we understand a refrigerator interruption is difficult and we are not saying the scheduling is OK but she never called us for follow upDue to the unit being out of warranty, it was fine that she brought the unit to a non-Samsung [redacted] but since she did we do not have any influence over part ordering and/or schedulingUnfortunately, due to the fact the unit is out of warranty and services are being performed by an non-authorized [redacted] we will not be able to honor the customer’s requests for us to cover the costs of repairsWe apologize for any inconveniences and delays the customer may have experienced with this caseFor further inquiries, please have customer contact Samsung at 888-480-between the hours of 9AM and 6PM EST, Monday through Friday and refer to case # [redacted] Thank you

Samsung has reviewed Ms***’ claim in regards to her refrigerator Our system shows a refund in the amount of $1,720.00; reference Txt# [redacted] was issued on 6/20/for the unit Please allow 7-business days after the check has been mailed to receive it We apologize for any inconveniences and delays the customer may have experienced with this case Thank you

Samsung has reviewed Mr [redacted] complaint in regards to his Samsung.com order E-Commerce has advised that the system shows the order was cancelled however, a new order was placed 10/25/and the SIM card has been shipped 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] ’s complaint in regards to her Samsung.com order E-Commerce has advised that the case has been escalated to upper management for further assistance in this matter Once upper management has reviewed the case, an E-Commerce agent will notify Ms [redacted] via email with a status of the order E-Commerce sincerely apologizes for the delay and is working diligently on trying to resolve the case Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Samsung has the worst customer service I've ever experienced We purchased a Samsung 32" "Smart" TV, which has the worst sound we've ever heard in a TV After speaking and/or chatting with at least different customer service people, we have still had no satisfaction Each time they ask me the same questions and suggest the same solutions, none of which have worked They also claimed they would send me a USB drive with a firmware upgrade that was supposed to fix the sound, which I was to receive in one to two days After days, still no drive I called yet again today and asked to speak with a supervisor - and was refused After putting me on hold for most of my minute call, she claims to be processing my request yet again and I am again to receive a USB drive She also said she sent me an email confirmation, which I never received When I said I didn't receive it, she said they only send them for service repairs Why do they say things they don't mean? I will NEVER buy another Samsung product

Samsung has contacted E-Commerce regarding the customer’s concernsAs per E-Commerce, the customer has been contacted, approved return and shippingWe 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

Samsung needs to stick to electronicsWish I had read customer reviews from [redacted] before purchasingThey list complaints on their ranges alone and rate them one star overallOn October 15, 2015, we replaced a perfectly good stove top that we had for over years because the oven was brokenWe were quite excited to have a working oven, but were quickly disappointed as our new oven was not heating properlyAdditionally, the keys on the display were hard to push, the fast boil feature does not work, and the stove top is starting to show signs of cracking from heat (something many consumers are complaining about)A technician had to replace the display, the main board and two probes on a six month old stove He was not able to resolve the fast boil and sent pictures to Samsung Product Review on the glass top Samsung claims it's esthetic and won't approve the replacementThe repair company needs to replace the stove top in order to repair the boil feature and even though it's been escalated twice, they open a ticket and cancel it the next day They want us to pay for the glass top on our brand new stove in order to fix the fast boil I have never heard of such a thing! Our range is less than six months old and already has caused more issues than any of our other appliances that are over years oldI suggest Best Buy and other retailers take them off the floorI forecast that Samsung is a range away from a class action law suit

[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 meStill feel that the Wait of 6mo to handle a basic refund and holding my property until then was outrages, unprofessionalYou have lost a customer for life and I will never recommend Samsung as a carrierThis inconvenience was overboard, and still I call and get no where with the reps on the phoneIm originally am getting what is entitled to me , and my time and effort put in to this just to get whats mine that I put in who or what compensation that? Thank you anyways Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The Samsung representative was rude and condescendingShe said that even though the washer was only a month old when the recall happened and that our area does not offer repair as an option, we only had the option of paying upfront for a new washerI could not believe how rude the representative was [redacted] tried to speak to Samsung on our behalf but said that Samsung was very difficult to deal withWe do not have the funds to pay $upfront for a new washer when we just paid $for a new oneIt is unfair and unethical of Samsung to treat us this way when our washer was only a month oldI still can not get over how rude the representative was 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.]I am unable to edit the standard letter from my device so I will just add a comment above to finish the complaintAs a large phone manufacturer, Samsung should be aware that these promotions can sometimes be a deciding factor on whether a person purchases a device from youSeveral other manufacturers have promotions ongoing as well, and my experience with LG and theirs has made me respect them moreWith leases, a lot of paperwork is recieved, and clarity and understanding about what you require would go a long way to cementing your relationship with consumers and keeping them for future purchasesThank you for lighting a fire under prize logicAfter a dozen emails with every paper I recieved emailed to them, it took a call from you to get it pushed throughHopefully this will improve in the future [redacted] 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 Regards, [redacted]

Samsung has reviewed Mrs [redacted] complaint in regards to a refund for her vacuum Our system shows a refund check in the amount of $546.24; reference Txt# [redacted] was issued on 8/15/for the unit Please allow 7-business days after the check has been mailed to receive it Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

Upon further review of Mr [redacted] , we apologize for your experienceThe following are the options available as per CPSC Consumers can choose (1) a free in-home repair that includes reinforcement of the washer’s top and a free one-year extension of the manufacturer’s warranty; (2) a rebate to be applied towards the purchase of a new Samsung or other brand washing machine, along with free installation of the new unit and removal of old unit; or (3) a full refund for consumers who purchased their washing machine within the past days of the recall announcement We apologize again 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 Ms [redacted] ’ complaint in regards to her washer Our system shows the agent assigned to the claim spoke with Ms [redacted] on 10/18/and informed her that unfortunately, she does not qualify for a refund for the unit The agent offered service instead and submitted a service request; reference Txt# [redacted] for the unit An ASC agent contacted Ms [redacted] to schedule the repair and on 10/24/17, ASC was advised that the unit is now working properly The service request; reference Txt# [redacted] for the unit was cancelled in the system 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: I have followed the directions of Samsung in contacting their customer support via live chat, which they have no record of even though I was able to provide them the rep name and the reference number I also followed the direction of customer support and entered into a [redacted] Messenger chat, of which Samsung cannot seem to find that record eitherI have just sent an email to the email address provided in the letter from the company, so we will see what comes of it--which I expect will be nothingI have been misled by the marketing of the warranty that is offered by Samsung in that it was supposed to be a 12-month warranty with parts and labor included, however, there seems be quite an issue in that the company does not want to even look at the issue in order to rule out a manufacturing issue For the record I have sumbitted the chat thread from the [redacted] Messenger for your review as proof that I have done what I can to contact the company as instructed It also shows their final response to the matter Regards, [redacted]

Response: Customer was initially offered an advanced replacement option due to repeat repairsHowever, there is no option for replacement otherwise this would have been fulfilled Customer has since been offered refund, but the phone needs to be returned to fulfill the refundHe has already been sent the label to return the phone which is why agent created Service Ticket # [redacted] This customer is refusing to send the phone prior to receiving refundCustomer was offered the option to place a CC hold, refund would then be issued and once he receives it he could return the phone & we’d release the holdHe declined this as well saying he was told he wouldn’t have to apply a CC hold (credit card hold)That was the case when only replacement was offered, we will not provide refund without prior phone return or this holdHe claims issue will remain unresolved if we can’t replace phone, or provide refund without phone first

Our files indicate that the customer’s complaint regarding Model # DW80F600UTS/AA has been reviewed an additional time per customer’s rebuttal requestSamsung apologizes for any inconveniences caused to Mr [redacted] s during the warranty repair process We appreciate his patients’ during this time but the Samsung Limited Warranty is a service warranty that does not include coverage of down time therefore Mr [redacted] s time is not eligible for compensationWe 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 contacted the customer regarding their RefrigeratorA Samsung Representative will check on the status of the customer’s parts order to get an approx delivery timeframeWe 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 regarding their tabletThe customer’s tablet will proceed with repair under transaction # [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

Samsung has reviewed [redacted] complaint in regards to a refund for his returned Samsung.com order E-Commerce has advised that a refund in the amount of $657.21; reference Refund number [redacted] was issued for the order Please allow 3-business days to see the funds reflected on the account Thank you for being a valued Samsung customer, we apologize for any inconveniences you may have experienced with this case

We appreciate your correspondence and allowing Samsung the opportunity to review your claimItems purchased via Samsung.com have a grace period for non-working devices You must contact the E-Commerce Team at: [redacted] ) in order to process refund/replacement of the productWe apologize for any inconvenience this may causeThank you