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Samsung Refrigerator

by mamakmf / August 2, 2010 6:23 AM PDT

Having recently purchased a new (to us) home with some beautiful Samsung appliances in it, we were quite excited to move. But on the 2nd day in our new home our freezer stopped working. Threw out all the food. Service person did not come for almost a week. He said the PCB and ice maker were broken. He would have to order it and come back. A week later, he comes back, replaces those parts. When I asked why the fridge was leaking he said he didn't know it was (despite the puddle of water that was always on the floor when he came and got his feet wet!) He then says the valve is broken and he will have to order a new one and come back to replace it. He turns off the water to the fridge this time and promises to return soon. Another week goes by, and he comes with the valve. While putting on the new valve, it also breaks. He tells me that he cannot fix the fridge and will put in a report.
Since July 23, when he left, I have been waiting to hear what they are going to do about it. Leaving many messages with Samsung Canada, she returned the first one stating she was waiting for the tech's report and would get back to me as soon as she had it. It is now 10 days later and still no word. Also, on July 30th, the day before my husbands 50th birthday party, with all the party food in the fridge, the fridge part has now stopped working. Late Friday night the light started blinking and according to my downloaded manual this means that the fridge is not reaching the set temperature. So all the meat and food that I purchased for his party spoiled over night. Great!

Today, because it is a holiday in Canada, I decided to phone Samsung in the US and although the girl was very apologetic for my situation, and I expressed to her that it is not her apology I wanted, and that I would like to speak to her supervisor because I would like something done about this situation. She hung up on me!!! Again, very nice customer service.

What does a person have to do to get their fridge fixed/replaced by Samsung??? I am now over a month without a freezer and 3 days without a fridge, the middle of summer, and I am going through 3 bags of ice a day to keep what food I could save cool!

Sorry for the rant but I am extremely frustrated!!!

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Samsung Refrigerator
by Samsung_HD_Tech Samsung staff / August 3, 2010 7:51 AM PDT
In reply to: Samsung Refrigerator

mamakmf,

I'm sorry to hear that you're having this issue, and the treatment you received.

I'll be happy to escalate this issue to one of my counterparts in Canada. Do you have a transaction number from any of the calls you made to service? It might be a 1001xxxxxx or a 4001xxxxxxx format number.

--HDTech

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Samsung Fridge
by mamakmf / August 4, 2010 12:01 AM PDT
In reply to: Samsung Refrigerator

Finally someone answers me. Yesterday, I again left messages with both people that I can speak to at Samsung Canada and still no reply.
The reference # is 4004146120. HOpefully you can help, as today I was thinking of going to the news media to see if they can help. I will await your reply.

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Update
by mamakmf / August 5, 2010 12:05 AM PDT
In reply to: Samsung Fridge

Just an update. I woke up this morning with the intention of thanking you. I don't know who you contacted but I began receiving calls in the early afternoon. First they did not have the report and then they did. Then they called back and they were going to replace the refrigerator. I was excited. She wanted confirmation of the serial number. Which my husband phoned and left on the answering service.
Now this morning, I get a call, sorry we are not replacing your refrigerator, the serial numbers are different. Everything is the same at the beginning and at the end of the serial number, but in the middle there are 2 letters. My serial numbers letters are CX and they had down CS. Now I've worked in the assembly line industry, and I can understand that different letters mean different products. I accept that. But to have a Stainless Steel fridge, side by side, with all numbers and letters exactly the same, except 1 letter, is beyond comprehension to me!!! They are never that close! Now again starts my frustration. I hope you can clear this up for me... and help to understand how that is possible.

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Update
by Samsung_HD_Tech Samsung staff / August 5, 2010 12:22 PM PDT
In reply to: Update

mamakmf,

I'm sorry to hear that. I've sent up another request to review the case along with your comments.

--HDTech

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Thank you!
by mamakmf / August 5, 2010 9:47 PM PDT
In reply to: Update

I never did thank you for your help yesterday. I began my letter that way, but never finished. So I thank you from the bottom of my heart for your help, but especially for listening. I can tell you are someone who cares. And for that I truly appreciate you and all that you are doing.
Thank you for trying again with this new information. I don't know what good it will do, but the attempt is worth it's weight in gold to me!!
Just a side note, now that it has been over 30 days since I purchased this home (due to the technician coming and going 3 times) I cannot pursue the previous owners of the home legally because it has been too long! Another thorn in my side with this fridge! (Sorry for more venting but it gets very frustrating!)

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Additional info
by mamakmf / August 6, 2010 7:18 AM PDT
In reply to: Update

I could not go another day without a fridge. I did go yesterday and order one through Future Shop. I told them I would that the one that could deliver immediately and that it was not to be a Samsung!!! They delivered a Kitchen Aid in an hour, installed it, and now I have a fridge, and cold food!

Today, Auleen calls from Samsung and spoke to my husband. She tells him that Samsung will get the parts to fix the fridge for us but we will have to pay for the labour! My problem with this info, why now is it fixable?? Why could they not fix it the last 3 times they were??? Now that we were going to pay the labour, they were willing to give us the parts to fix it.

I have a beautiful Kitchen Aid fridge, with a 5 year warranty, and if it breaks down I call a number, 24/7, and they will be out to fix it immediately, because if not they must give me $200 in food spoilage, and they don't want to do that!!

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Additional info
by Samsung_HD_Tech Samsung staff / August 6, 2010 11:14 AM PDT
In reply to: Additional info

mamakmf,

I'm sorry to hear that it wasn't resolved to your satisfaction. I'll be putting this together and informing the appropriate department on how this situation went.

I do apologize that I couldn't be more influential for a better outcome, and that this situation affected what should have been some fun times, like parties and just general use. I do appreciate your kind words for the forum, and the opportunity to try to help.

--HDTech

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I will never buy a Sumsung fridge again
by szgirl / February 28, 2011 7:03 AM PST
In reply to: Samsung Refrigerator

I purchased a Sumsung RFG295AAWP/XAA french door fridge about one and half year ago. And the plastic frame for one of the glass shelves just cracked about two weeks ago and the whole shelf caved in. Now I cannot open the veggie drawer under. So I contacted Sumsung in the US. And they told me it's been over a year and out of warranty, So I have to pay to get the parts to get it fixed. And after I talked with the floor supervisor, it never went anywhere. She just kept on asking me if I wanted to order a service or order the part. But that was not the result I wanted. I have had three fridges before (thank goodness, none of them were Sumsung) and this never happened to me. I am really upset with Sumsung's product and customer service. In my opinion, it's not money issue. Who would like to buy a defect product? Especially when you spent more, you would expect better quality. So be aware when you buy this model of fridge. The shelf is not going to support the weight. Thumb down!!

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I will never buy a Sumsung fridge again
by Samsung_HD_Tech Samsung staff / February 28, 2011 10:38 AM PST

szgirl,

I'm sorry to hear the situation.

As I asked with the previous poster, we you be willing to post your transaction number so that I can have one of the service managers review your case?

Also, where was it purchased?

I like to see if we can make this right. I don't get to make those decisions, however I'd like the opportunity to discuss with someone who might be able to.

--HDTech

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plastic frame cracked? Interesting
by alexisart / April 25, 2011 10:03 AM PDT

We have a Samsung french door that is 4 months old. We put normal food on the shelves - nothing out of the ordinary. I've had several fridges before this - shelves always had METAL frames - didn't realize this one has plastic. Other day we opened it and the plastic is cracked clear through and already has a gap - so now this means we are going to have the shelf collapse. Written to Samsung twice - they say "Physical damage" is not covered. Well does that mean that you can't put things on the shelves because if they do it's your fault?! I've put heavier things on other fridges I've had than I ever have on this one - and to top it off they want a fortune for a replacement shelf and how do I know it won't happen again and again. We purchased this because of the longer warranty AND then got the Lowes extended too so we are going to have it fall apart inside because of PLASTIC?

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