Public Mediation

Victor H vs. Samsung Electronics America Inc.

V. H. vs. Samsung Electronics America Inc.
85 Challenger Rd Fl 6, Ridgefield Park, New Jersey, 07660-2118, United States
Amount Involved: $701.46
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1045688
    • Amount Involved: 701.46
    • Filed On: Jan 05, 2017
    • Posted On: Jan 16, 2017
    • Complaint(s):
      • Bad business practices
      • Customer service runarounds
      • "I just feel ripped off."
View less
Rate or Review on Samsung Elect...
Become an online mediator
  • Review this case.
  • Propose your solution.
  • Win the reward (1,000)
Statement of Claim
Complaints Involved (3) - View
Claimant says:
"To Whom It May Concern:

I am writing this letter in reference to Samsung Washer and Dryer I bought back in August from Home Depot. I purchased the Samsung washer (WA50K8600AV) and matching Dryer (DV50K8600EV) as a set so that both appliances matched when placed side by side on August 15, 2016. One of the appliances was on back order so I waited till after the month was over and scheduled a deliver date for September 7th. Come to find out what I was informed by Home Depot that Samsung Delivery would call and work with me on a delivery time. I came to find out this information ended up being false. I ended up having to have them drop it off at the store. Pick it up myself and install it as well the week of September 19. I had also purchased another Samsung washer and dryer same models and that was scheduled for delivery November 5th. Through such confusion and complication on Samsung’s end I never got my washer and dryer and that same weekend I received a phone call by Samsung that the Washer that I had ordered along with the same washer I have at home had been recalled.

On November 7th after finding out that my other order was not going to be delivered due to a recall washer, Samsung offered me the replacement for it. When I looked up that model number I told the representative that that washer was also recalled and that I did not want it. I was fortunate to just return that washer and dryer set that I purchased because of the lousy customer service the delivery company did by saying they called and never did; then somehow set up a new delivery date without my knowledge.

I called back again to get information on washer I already had at my home and went through the steps to getting the documents to send in for the refund on my Samsung washer. I cannot tell you every person I spoke to as it was more than 10 and the numerous phone calls I made. The female I spoke with took care of the washer and I advised her I had a matching dryer that I purchased at the same time as any other person who purchases a BRAND NEW washer & dryer that it would be an unmatched appliance with the other SAMSUNG washer and dryer I purchased. The female stated as I was told “I will send this ticket up and someone from Samsung will give you a call.” She did not tell me an amount like what had already been in place for the washer, but that “I would be put in line and Samsung would call me back and based off of the model # and serial # Samsung would have a price of what the dryer is worth.” After our conversation I was advised someone from Samsung would call back to discuss this issue and she would send up as dryer was bought in pair to match and now it would not.

Time passed by and I checked with the recall Samsung number where all my call history which I called on these days after November 5, I called November 7, November 16, December 8, December 14 and December 15, some 2, 3 and 4 times due to the lack of help I was given and was told someone would call when it was my turn. I called and spoke to the non-recall line and the first time I called was told I don’t see a ticket and any information that you ever called. The sound of that was very disturbing due to the fact I have called and all my information has already been entered in. Then after speaking with your employees then the Supervisor that there was nothing I had to call the recall number back to figure out where the information was. I finally received a call the week of December 19 almost 2 months later and after spending another hour plus on the phone was told that only the washer was recalled and the dryer was not. I was already aware that the dryer was not recalled and advised her that the other Samsung employee Supervisor I spoke with told me that based on the appliance that they would credit me for the dryer. It did not help that the recall notice phone call was 6 – weeks after I picked up my appliances as Home Depot store I purchased from told me sorry you cannot return appliances after 30 days. Although just about everything else can be brought back up to nearly 90 days. This female told me the only way they would do anything to the dryer is if it was broken. By this time I had already purchased my new Samsung Washer (WF50K7500AV) and Dryer (DV45K6500EV) with 2 pedestals (WE357A0V) as this was a stackable set and not a standalone and they were delivered and installed back on November 12. As I informed her I have this brand new set which no way would it have matched the other dryer. Why have a different shape, color and setup? I told her I have the other brand new set sitting in my living room and the set that was not recalled in my laundry room taking up space causing an inconvenience. I told her until I get the rebate check on the washer it was not going anywhere. The UNEXPECTED thing I was told “you can still use the washer but you have to use the delicate cycles”. Who would use a washer they say don’t use because it can blow up?

In this conversation she said I don’t show any record of you calling. She put me on hold and came back and said oh wait I see some information. When I got around to asking for Samsung Corporate address she DENIED AND REFUSED to give it to me. She told me let me look up the records on the phone calls you made and see what I can do and give you a call back.

It has been OVER 2 weeks and have a I received a phone call…. NO. This lady was rude and refused to give your company information and LIED TO ME about calling me back.

All I want is what I was told back in November 2016, by the time you get this letter it will be sometime in 2017. I have seen the news stories about Samsung sending Dish Network technicians to fix your appliances and read the negative feedback and comments about your customer service. The right thing to do is compensate me for the dryer that almost 2 months now has been sitting in my living room with the UNSAFE washer. You put me out of an expense that I should not have had to go through. I purchased your higher end washer and dryer appliances and spend more money on that set at a MATCHING pair as if you look up the models numbers of the above you would see the square dark tinted doors do not match or look presentable next to a circular blue in color door.

I feel your company has failed in making the customer happy and your customer service representative have failed your company as well as me the customer in lying and not resolving the issue.

Please feel free to contact me to resolve this issue. The way to make this right is to HONOR what a Supervisor from your Samsung Company advised me to make this right. If there would never had been a recall on the washer I purchased I would not be here as an upset customer dealing with this which all started when I purchased this back in August."
...
Reply Have a similar problem?
Claimant timeline (13) - Hide
  • 08-15-2016 — Bougth washer and Dryer, on item not available till end of the month.
  • 09-07-2016 — Expected Delivery, Home Depot told me that Samsung deliver will call and work out a time.
  • 09-19-2016 — This week, had to have Samsung drop it off at store and pick up myself and install, did not get free deliver and install as promised
  • 11-05-2016 — Samsung called to tell me about washer recall, unsafe to use
  • 11-07-2016 — Called back Samsung about delivery for an exact washer and dryer I purchased that would not be delivered due to washer recall. Started process for recall on washer I had a home. I asked about the dryer that I did want the replacement washer as it showed to be recalled too. Supervisor put me in que to get a return phone call about a credit based off of the dryer's model number and serial number.
  • 11-16-2016 — Called Samsung back again in reference to recall paperwork for washer and inquired about my return phone call about dryer
  • 11-07-2016 — Called Home Depot and was told they don't accept appliances after 30 day, it had been about 6 weeks 12 days past, and Samsung was no help after being told about a credit for the value of Dryer
  • 12-08-2016 — Was in contact with Samsung again, said any day I would receive a phone call
  • 12-14-2016 — Notification to Samsung again, no resolution
  • 12-15-2016 — Samsung called and refused any help after speaking with customer service representative, then speaking with Supervisor who did not see any record that I called about his situation, then said of I see some things, POOR CUSTOMER SERVICE, REFUSED to give company contact info and said she needed to do research and would call me back.
  • 01-05-2017 — Almost a month and still no return phone call, got a reply about 2nd message by Samsung website for a resolution and customer service reply clearly did not read letter
  • 01-03-2017 — Sent Samsung customer service letter via website
  • 01-04-2017 — Got 1st reply message, did not get an answer and replied back, if they would have red the washer is getting resolved, the dryer they don't to discuss
What Claimant Wants Hide
1. Refund: $648 + TAX 53.46= $701.46 Jan 19, 2017 $701.46
2. Other – Pay for claim posting cost Jan 19, 2017 $7.99
3. Other – Physical delivery charges Jan 19, 2017 $4.99
Cash total : $714.44
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Samsung Electronics America Inc.. This claim will remain posted until resolved
See how PeopleClaim Works
Get fast access to our Resolver community, for...
  • help with a PeopleClaim or any other complaint
  • assistance with a purchase or contract
  • expert advice
Other PeopleClaim resolvers
Want to see more? Search our directory of resolvers.
Get Free alerts when claims post in your area.
Get Alert
Cases seeking help
Pick a case. Help resolve it.
Need help resolving a dispute? Learn more.
Help resolve claims against businesses and people near you:
View more claims

Public Mediation

The shortest path from your problem to its resolution.
1
Peer to Peer

Engage the other party and use powerful tools to negotiate the best resolution.

Free
If Unresolved
2
Community Resolution

Post your case online and get help from legal professionals, industry experts, consumers & advocates competing to find the best resolution to your claim.

$14.99 + optional reward for best resolution
Full refund if not resolved to your satisfaction
If Unresolved
3
Private Mediation

Lets you mediate your case privately with the help of our professional mediators and industry experts.

Free to claimant. Mediator fees negotiable.
If Unresolved
4
Engage a Professional

Find the best community-reviewed professionals near you to resolve your issue in private online mediation or traditional court/mediation.

Resolution

A wonderful serenity has taken possession of my entire soul, like these sweet mornings of spring which I enjoy with my whole heart.

I am (not) alone, and I feel the charm of existence in this spot, which was created for the bliss of souls like mine...~ Goethe

Get a public verdict — create an online trial $50 public trial / $50 reward for successful resolution
Important: All information contained herein is the opinion of the posting parties, who are solely responsible for its content. PeopleClaim offers both free and paid services to help consumers, patients, employee, tenants, and others resolve disputes without lawyers or courts, through negotiated online settlement and public disclosure of wrongdoing or unfair treatment.
Claims against parties operating under bankruptcy protection, by law must be processed solely through the appropriate US bankruptcy court. Any claims against this party currently posted on PeopleClaim are available for purposes of public business review only and are not an attempt to collect money or recover assets subject to protections under the United States Bankruptcy Code.
*IMPORTANT: PeopleClaim is a public dispute resolution system, independent of the BBB, small claims court, or other dispute resolution services. PeopleClaim is not a law firm and does not provide legal services, opinions, or advice. PeopleClaim facilitates peer-to-peer negotiation and resolution and crowdsourced input on issues of fairness to help resolve complaints. Users should contact professional legal counsel on any matters of law or regulation regarding their claims. PeopleClaim does not review or evaluate the merits of claims submitted through its site, and users are solely responsible for all content filed in their claims.
© reserved by PeopleClaim