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Original Comment Update to my horrible experience with Samsung Customer Service and Appliance Warranty (May 3, 2018 - July 30, 2018) STILL UNRESOLVED: I had horribly frustrating experience with Samsung about defective Samsung Built-in Micro-Oven Combination Unit Model No. NQ70M777OD. Have problems with this unit, still under warranty, soon after buying it. Samsung was unable to provide repairs in my area (except once), did not honor June 18, 2018 Samsung Approved Money Refund nor later June 25, 2018 Samsung Approved Exchange Ticket . Since May 5, 2018 as of this date (almost 3 months) I have not been able to use this unit nor was able to make Samsung honor their own Approved commitments which keeps on changing day to day. Here is the chronology of Samsung giving me run around for almost 3 months: May 5, 2018: Called and reported to Samsung about Error Code: Check (C-A2) which appeared on display panel and unit stopped working since last 2-3 days. Samsung assigned Repair Ticket and asked me to contact their repair service provider HNG Appliances, Tukwila, WA. Over next 2-3 days HNG would not answer phone or return my voice messages. May 11, 2018: replaced cooling fan but that did not solve the problem. While reassembling the unit they found one scorched and loose wire at one of the connectors. They could not complete repair for want of wiring harness & other parts. No diagnosis was performed to find what caused it. May 18, 2018: HNG replaced wiring harness, and circuit board. June 3, 2018: Unit quit working and display panel went dead. June 4, 2018: Called Samsung and talked to Roberto. Samsung assigned a new Ticket They told someone from their Back Office will call me back within 12-24 hours. No one ever called me back. June 5, 2018: Called Samsung and talked to Barbara. She informed that Samsung could not get response from HNG nor could arrange for another Samsung Authorized Service for my area. Barbara offered to exchange the unit or refund money. I opted for refund since Samsung was not and may not be able to provide repairs, if needed, in future. She agreed for the refund and asked me to attach purchase and installation receipts to my email to Samsung. I promptly emailed purchase and installation receipts to Samsung Later I talked to Julian of Home Appliance Department. He asked me to email receipts also to He assigned Ref # 5120809915. Emailed receipts under this reference # to this email address also. Received email from Samsung confirming that Samsung had received receipts under June 6, 2018 (?): Talked to Cory of Samsung. She informed that refund for only Base Purchase Price of $2,564.99 was submitted for approval. It did not include Sales Tax $256.50 or Installation cost $230.00. She mentioned that after getting the approval of the submitted base price the refund amount will be adjusted to include sales tax and installation cost totaling $3,051.49. June 18, 2018: Talked to Sonia, She told me that adjusted total refund amount will be Base Price $2,564.99 + Sales Tax $256.50 = $2,821.49 and that Samsung will not refund cost of installation. She further told me that she submitted the above corrected amount & talked to the appropriate department (while I was waited online) and it was approved. She also informed me that, no later than Thursday, June 21, 2018 I will receive 2 emails from Samsung about: &#8226; My acceptance of the amount, choice of direct deposit in my bank account or to credit card or receiving a check from Samsung by mail. &#8226; Removing Serial No. Sticker from the appliance and mailing it to Samsung. Sonia gave me Refund Claim Ticket # 4147620560. June 21, 2018: On not getting the above mentioned emails from Samsung I called Samsung and talked to Brenda. She offered me exchange which I declined since refund was already approved earlier. She told me that someone from Case Management will call me back to resolve the issue. June 25, 2018: Nobody from Samsung Case Management called me back so I called Samsung and talked to Dimitria. She told me that Samsung's policy has changed. They no longer offer refund. When requested to talk to someone higher up I was told I could not talk to anyone higher up or any other department and my only option was to accept exchange or keep non-working irreparable unit. On my query she informed me that exchanged unit will be 1) same or higher model, 2) it will be a new unit, not refurbished, 3) it will carry a new full one year warranty staring from delivery and 4) exchanged unit will be installed and existing unit hauled away by Samsung assigned technician at cost to me. With no other options open to me and above 4 assurances I accepted exchange with a new unit. June 25, 2018: An email from Samsung's mentioned that Exchange Service has been approved assigning Service Ticket and provided an icon to track the progress. Tracked status was shown as "Your unit has arrived at the processing facility. Your exchange process has begun". This email provided Samsung phone # 888-501-2502 for any questions. Whenever I call this number no one answers. It bombards unending messages offering Direct TV, hearing aids, Samsung devices, etc. but no live response. I have read online others also complaining about Samsung provided this phone number relating to their exchange & repair services. July 2, 2018: Today, after 7 days, tracked status is still "Your unit has arrived at the processing facility. Your exchange process has begun". When called Samsung I was told it's not even two weeks, there is no time limit how long the next step will take. She mentioned Samsung will contact the Retailer Sears in spite of Samsung having Sears receipt which I had emailed to Samsung. When asked who will deliver and install exchanged unit, Sears or others, Samsung representative did not know. She declined to connect me to anyone higher up or any other department. I see no end to nightmare with Samsung Customer Service and their unbelievable changing story every time I contact them. It appears like they have no ethics or shame. I have lost over $3,000 and use of oven and microwave for over 2 months. Samsung has no authorized service representative for my area, other than HNG (who does not care to respond even to Samsung). As such it's only fair that Samsung refund me what I paid for the unit, including sales tax and installation cost, NOT replacement. I do not want to deal with Samsung anymore with possible similar future problems with the replaced unit. July 10, 2018: Talked to Rachel of Samsung. She talked to Ashley in Samsung Exchange & Refund Department and I was told that Ashley released exchange of unit to KW International. I was told that within 24-48 hours Samsung would send me an email about delivery by KW International so I could track shipment progress thru www.kwinternational.com . KW Int'l was supposed to deliver & install new appliance and pick up the defective appliance within 7-10 days. July 12, 2018: Received email from Samsung mentioning "A replacement product for your service exchange is being processed. Please note it may take up to 2 business days for the unit to be released to the carrier. Service Ticket Number: 4147769404." Was also provided Tracking icon which showed current status as "Your unit has arrived at the processing facility. Your exchange process has begun." As of today, July 26, 2018 the above status remains unchanged. July 13, 2018: Talked to Allen who connected me to Linda in Case Management Department who internally talked to higher management and Exchange Department and gave me RMA # 0728359092, authorization for return shipment by KW International. Linda also confirmed that the new unit would be installed within 2 weeks and also: &#8226; New unit will be the same model no. as the unit which it's replacing &#8226; It will be a brand new unit, NOT refurbished &#8226; New full warranty will start from the date replacement unit will be installed &#8226; KW International will remove defective unit, install new unit take away the defective unit per instructions from Samsung. July 23, 2018: There was no progress during last 10 days. Tracked status still showed the same status "Your unit has arrived at the processing facility. Your exchange process has begun." Talked to Devarae. She mentioned that she had escalated the case to higher management and could do nothing more about it. Being dissatisfied with the above answer I called Samsung again and talked to Mary. She said she would follow it up with Exchange department, escalated the case and would not connect me to that or other departments. After repeated arguments she connected me to her Supervisor Carl. Carl provided me a new tracking no. PL44834269 for KW International but provided contradictory/wrong information that unit will be delivered to Home Depot and installed by Home Depot because I had bought it at Home Depot. I told him the unit was bought from Sears, not Home Depot. It appears he realized that he was wrong about appliance being delivered to the store. Carl promised to call me later the same day and did call me back and connected me to Cathy in the management Department. Cathy provided me yet another tracking # PL448116426 which I later found out to be for pick up of the defective unit. At my request she tried to track previously provided tracking no. (for picking up new unit from Samsung & installing it in place of the defective unit) for KW International but it was intractable. She provided me alternate phone contact for KW International as 310-747-1530. She said she will contact KW International the next day why it was intractable and get back to me. Cathy never called me back. July 26, 2018: Surprisingly this time Samsung agent right away connected me to Jesus in the case Management Department. To my surprise Jesus mentioned that replacement unit (same model as existing) was not available as such KP International was never authorized to pick up new unit from Samsung. He talked internally to Exchange Department and said he has escalated the case. He also told me that within 24-28 hours Samsung will contact me with offers to accept: &#8226; A higher model, if available and acceptable to me &#8226; If not, then refund me money Jesus mentioned to personally follow it up internally and someone from Samsung will respond within 24-48 hours. He promised to will call me back himself on Mon, July 30, 2018 at about 09:00 AM Eastern (Noontime Pacific Time) and get the matter fully resolved. July 30, 2018: Jesus of Case Management Department or anybody else called me back although 4 days have passed since he promised to call me back in 24-48 hours. Called Samsung and talked to Kari. She told me she could not talk to or connect me to Case Management Department due to high call volume. She promised to call me back later today and connect me to Case Management Department. I have sent 3 emails to Cathy of Case Management Department to snaecr_ag1since my last conversation with her on July 23, 2018. She has not responded to any of my emails. Sent the following email today to Linda of Samsung Case Management Department to Hi Linda, Since I talked to you on July 13, 2018, there is no progress about the exchange of my Micro Oven Combination. I was connected to Cathy of Samsung Case Management Department on May 23, 2018. Since then I have sent her 3 emails but there was no response. On July 26, 2018 I was connected to Jesus of Samsung Case Management Department who told me that replacement unit (same model as existing) was not available as such KP International was never authorized to pick up new unit from Samsung. He talked internally to Exchange Department and said he has escalated the case. He also told me that within 24-28 hours Samsung will contact me with offers to accept: &#8226; A higher model, if available and acceptable to me &#8226; If not, then refund me money Jesus mentioned to personally follow it up internally and someone from Samsung will respond within 24-48 hours. He promised to will call me back himself on Mon, July 30, 2018 at about 09:00 AM Eastern (Noontime Pacific Time) and get the matter fully resolved. This matter has been going on since early May 2018 with no resolution except Samsung giving me a different story each time I call them. Please resolve the matter Thanks. Prem Shrivastava

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