Claim Number: ************I was called by the Refunds and Exchange Dept. on November...
GetHuman-gvitello's customer service issue with Samsung from December 2018
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The issue in GetHuman-gvitello's own words
Claim Number: ************I was called by the Refunds and Exchange Dept. on November *, ****. I was informed that my refund was approved for a TV that could not be repaired or exchanged. I was emailed the Refund Acceptance Document the same day. According to the email, I was to receive a follow up email with the Refund Portal Link. I never received that email.*After a week of calling Samsung, on November **, ****, I was finally connected to a Case Manager named Clarisse (her email address is SNAECR*AG*****@***.com). *Clarisse informed me that the Refund Portal Link was no longer used and I would receive a physical check, in the mail, for a full refund of $*,***.**.*While I was on the phone with Clarisse, I emailed her the filled out and signed Refund Acceptance Document (along with an attached photo of the peeled off Serial Number Tag from the back of my TV). She acknowledged that she had received everything and that I would receive my refund check within * business days. *Once * business days passed, and I had not received the refund check, I called Samsung back. After several hours I was informed that my ticket was put on hold by someone named Miguel, by accident (Miguel is either a new tech, or, works for the New Tech Dept....I didn’t quite catch that part). I was then informed that this would be escalated to the Refunds and Exchange Dept. and I would receive a phone call within ** – ** hours (I have been promised an escalation and a call over ** times now). After ** hours of waiting for a call, which never came, I called back on December *, ****. I spoke with a Customer Care Specialist named Arac (very nice!). I was then informed that the ticket for my refund was cancelled and that it was being escalated, again, to the Refund and Exchange Dept.*I have been dealing with this issue since October **st, ****. I have spoke to ** different people and have spent a little over ** hours on the phone with Samsung since October **st. I feel I have been extremely patient and thought that I would try this avenue of reaching out to the you as a last resort.*I am attaching, to this email, my Refund Acceptance Document as well as a photo of the peeled off Serial Number Tag (this will be the *th time I am sending this in for something I was already approved for on November *, ****).* *Hopefully you can please help fix this issue and inform me of any updates. * *Thank you in advance for your time and attention to this matter.* *Sincerely,* *Gary Vitello*** Coburn Woods*Nashua, NH.******* *(***) ***-****
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