THE FOLLOWING IS A TRANSCRIPT OF THE EMAIL CONVERSATION I HAD WITH THE SAMSUNG REPRESENTATIVE WHEN I FILED A COMPLAINT WITH THE BETTER BUSINESS BEURAU, WHICH I LATER UPDATED THE REPRESENTATIVE I FORWARDED TO MY STATE ATTORNEY GENERAL. I REARRANGED THE EMAILS TO BE IN THE ORDER THEY WERE SENT/RECEIVED OLDEST TO NEWEST, IGNORE THE MESSED UP TIME HEADERS THEY ARE IN CHRONOLOGICAL ORDER



From: Snaecr_ag18 <Snaecr_ag18@partner.sea.samsung.com>
Sent: Friday, January 5, 2018 1:01 PM
To: nicsplatts
Subject: Samsung Claim 3101767900



Hello,



We received your complaint that was sent to the Better Business Bureau at the CEO’s office of Samsung Electronics.  We are sorry to hear that you are experiencing issues with your Samsung product. Samsung believes in building quality products and we apologize all of your expectations of us have not been met.   We value our relationship and are committed to providing the highest level of service simply because our customers deserve it.  The feedback you provided is vital to Samsung and our commitment and dedication to our products and services.  We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures.



When setting up your television you agree to a series of terms and conditions in order to utilize the product, in these terms and conditions you are agreeing to allow Samsung and its affiliates to provide select advertisements onto your product. Unfortunately there is no way for the consumer to opt out of these advertisements as they are built into our platform. As far as your concern regarding the preinstalled applications being unable to be removed, I do understand your frustration regarding this issue but much like cell phones our televisions come installed with a select variety of applications that many of our customers have found useful. This is an industry standard that has been utilized by multiple different brands, these applications are non-removable by our consumers as they too are built into our user interface.



If you have any further questions regarding this please feel free to contact me.



Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com


cid:image001.png@01D37598.5843BF30


From: nicsplatts [mailto:nicsplatts]
Sent: Friday, January 05, 2018 5:17 PM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900



Actually, android (even my samsung phone) lets me disable all the unwanted apps. I am also able to install additional tools that let me force uninstall applications.

The point is, there are tools and options available to remove or disable these and, even further, block ads on my cell phones. Heck, even apple has allowed users to uninstall stock applications. Your point is invalid.


Now, addressing your "terms and conditions." Samsung has stated multiple times that they will address this issue for it's users. This has failed to happen. Hundreds of complaints are on your community forums asking to give us a solution and you guys keep saying "eventually there will be an update".

Everyone demands an opt-out option. We paid a lot of money for this hardware and we are entitled to complete control over it regardless of what terms and conditions you force users to agree to. It's a weak excuse that won't hold up in court.

It's incredibly simple really. Samsung has control over the platform, just like you said, so why is it so difficult to let users opt out of ads? It's because you are selfish for money. Give me ONE reason how this is beneficial to the user.

We will take legal action if this does not have the desired outcome. We will keep telling everyone to return their samsung products until they give users the control over their products that every other manufacturer in the industry already gives, since you want to play the industry standard card.


Again, I, and on behalf of the hundreds of users complaining on your community forums, ask that we get an option to disable these ads, or we will move forward with legal action.


From: Snaecr_ag18 <Snaecr_ag18@partner.sea.samsung.com>
Sent: Friday, January 5, 2018 2:22 PM
To: nicsplatts
Subject: RE: Samsung Claim 3101767900



Hello,



I do understand your concerns regarding this however there is no accommodations that can be offered to you regarding the removal or opting out of these advertisements, as the terms and conditions you agreed to allow us to utilize this platform to advertise to our customers.  I can certainly pass along your concerns but I cannot guarantee that any changes will be made to the Samsung smart televisions that allow for the removal of these advertisements and applications.



Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com

cid:image001.png@01D37598.5843BF30





From: nicsplatts [mailto:nicsplatts]
Sent: Friday, January 05, 2018 5:24 PM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900



This feature does not benefit me in any way. It's a way for samsung to continue to make money off a one-time hardware sale and it's a disgusting practice.



This has been asked countless times by countless users on samsung forums, and even samsung employees and moderators have stated an update will be released to fix this as it's not even supposed to behave this way.



People pay a lot of money to own this hardware, and we are entitled to have complete control over it.



Excuse my language, but this is absolute bullshit.

Fix this and do the right thing



From: Snaecr_ag18 <Snaecr_ag18@partner.sea.samsung.com>
Sent: Friday, January 5, 2018 2:26 PM
To: nicsplatts
Subject: RE: Samsung Claim 3101767900



Hello,



As I advised per my pervious email there is no updates available or accommodations that will remove these advertisements from the product.  There is no timeline either as to when an update will be available to remove these advertisements.





Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com

cid:image001.png@01D37598.5843BF30



From: nicsplatts [mailto:nicsplatts]
Sent: Friday, January 05, 2018 5:46 PM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900



My concern regarding my BBB complaint has not been properly addressed. ToS is a lousy excuse.





From: Snaecr_ag18 <Snaecr_ag18@partner.sea.samsung.com>
Sent: Friday, January 5, 2018 2:49:32 PM
To: nicsplatts
Subject: RE: Samsung Claim 3101767900



Hello,



Our terms and conditions state we have the authority to promote Samsung affiliated partners through Samsung software. As far as an update there is no tentative timeline regarding any updates on the firmware of your product that would allow you to opt out of these advertisement. As advised there is nothing else that Samsung can do for you regarding this issue.



Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com

cid:image001.png@01D37598.5843BF30




From: nicsplatts [mailto:nicsplatts]
Sent: Saturday, January 06, 2018 12:31 AM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900



You accepted unweidly terms and conditions yourself when you got your Android or iphone, and I bet you wouldnt appreciate it if there was an advert in your notification bar everytime you open it. Or every time you see your lockscreen?

But that's the industry standard. Its typical to NOT shove ads in a core of the products interface. You cannot tell me that industry standard is ads wherever the manufacturer pleases.

You would be upset if you had ads every time you launched your web browser. Ads every time you start your car. Or every time you click Start on  windows. Or every time you unlock your mac. It' nuts that I have ads every time I touch my tv and I have no way to turn it off.

Microsoft includes ads in the start menu, but guess what? We accepted terms to allow it. They still let me remove them though. Microsoft is the definition of an industry standard.

Now if you realize my point, you could easily make this go the right direction. Otherwise I will have to keep complaining until someone listens and/or bring it to court.

Like, pretty please?

From: Snaecr_ag18 <Snaecr_ag18@partner.sea.samsung.com>
Sent: Monday, January 8, 2018 6:19 AM
To: nicsplatts
Subject: RE: Samsung Claim 3101767900

Hello,



Sir as I advised you there is no updates that would disable this feature on your television. I have explained this to you several times I don’t manufacture these items sir and I do not design the software for them I provide customer service and attempt to resolve issues that are resolvable. At this time there is no further assistance that can be provide to you regarding your issue. Until an update is released which has no tentative timeline or any confirmation on if it is in fact in the works unfortunately the product will have the advertisements.



Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com

cid:image001.png@01D37598.5843BF30

From: nicsplatts <nicsplatts>
Sent: Monday, January 8, 2018 8:13 AM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900

You failed to address any of my concerns or reason for complaint. I shall include your name, reference, and our conversations here in the upcoming actions we will be taking against Samsung.

In the meantime, my BBB complaint has not been satisfied so I'll go ahead and notify them that you have provided no assistance or resolution, and that Samsung has no interest in fixing this.
Have a good day 😊



From: nicsplatts <nicsplatts>
Sent: Thursday, May 24, 2018 1:48 PM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900

Greetings,

I've submitted a formal complaint to my attorney general regarding this unresolved matter. I've used the information in your email signature as the point of contact, in addition to your local office. They will be contacting you.

Thanks!




From: Snaecr_ag18 <Snaecr_ag18@partner.sea.samsung.com>
Sent: Friday, May 25, 2018 8:32 AM
To: nicsplatts
Subject: Re: Samsung Claim 3101767900

Hello,



That is at your discretion however it will be escalated back to me and the results have not changed nor will they.

Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com





From: nicsplatts <nicsplatts>
Sent: Friday, May 25, 2018 11:44 AM
To: Snaecr_ag18
Subject: Re: Samsung Claim 3101767900

It won't be "escalated' back to you, they are going straight to you immediately as you were the point of contact that's denied this request. If you aren't familiar with our AG, they love to fight for us residents : ) especially when it comes to our protection against such grotesque business practices that abuse the terms of use that I did not agree to in the first place.

This will be fixed and we the consumer will get what we want. I specifically requested they contact you first, have fun!




Hello,



Just to let you know the results are going to be the exact same as they previously were there's nothing more that will be done for you. I am very familiar with all AG complaints from multiple states as I deal with them daily so I will certainly look forward to receiving yours and advising you again and again that there is no further assistance that Samsung will be providing you unless your product needs a repair then if you are in warranty we will cover the cost, if outside of the warranty you are responsible for all payments.



Have a wonderful day.

Respectfully,

Amber H.

Amber Harris | Office of the President
Samsung Electronics America, Inc.

105 Challenger Road, Ridgefield Park, NJ 07660
(T) 888-480-5675 ext. 30416 |  Snaecr_ag18@sea.samsung.com