Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

Question

Samsung refrigerator

Feb 19, 2019 10:27AM PST

I am so frustrated and dont know what to do after almost 2 months of going back and forth with Samsung to replace my broken refrigerator. I bought it 10 months ago and every other month since it has broken and had to have someone come and "fix it" 5 different times. Which was covered under the warranty. Finally being feed up I called Samsung to replace it which took weeks of arguing and hours of my life spent on the phone with customer care which they told me just keep having work orders. After finally getting someone to tell me to send it all my work orders and they would review replacement request it was approved. First they told me they had my refrigerator in stock a few days later they called me and said they didnt and they would just issue me a refund. Not wanting the refund just a working refrigerator like I purchased they transferred request to lowes. 2 weeks later lowes has still not delivered and Samsung tells me lowes dropped the ball and the only thing they can do is cancel order and begin the whole process again. I requested a manager and the agent told me she was busy that she would have her call me back. 24 hours later no call back. Meanwhile I dont have a working refrigerator!!!

Discussion is locked

- Collapse -
Answer
i have also a Samsung refrigerator.
Feb 25, 2019 4:40AM PST

i have also the same refrigerator. sometimes it turn a man into trouble but not all the time. i think it is good appliances.

- Collapse -
Answer
Rapid failure............
Feb 27, 2019 7:13PM PST

OMG! There are painful customer service stories on Samsung’s own refrigerator site that are soul jarring. Samsung’s refrigerators don’t work:

https://us.community.samsung.com/t5/Kitchen-and-Family-Hub/Refrigerator-won-t-cool-Samsung-not-honoring-warranty/td-p/157837

Samsung’s behavior is clearly a corporate recognition of a refrigerator failure problem and use of a purposefully painful customer service experience to suppress or even eliminate revenue loss from fixing their problems.

They can build a TV, but boy the Samsung refrigerator division....no other way to say it....sucks. Remarkable that they go adversarial with people who bought their product. These people bought their product, they supported revenue for the company. They are not the bad guys and are not deserving the persecution articulated in these postings.

We purchased our remodeled condo in St Pete recently and just this week discovered that our impressive looking 3 or 4 year old Samsnot (nickname I heard in conversations about this brand) refrigerator (RF24FSEDBSR/AA) is unable to prevent foods from spoiling......or....doing exactly what everyone on the Samsung site is complaining about, not staying cold.

In addition to the cooling system failure in only 4 years, we found the Samsnot fridge to be poorly designed vis a vis:

= the doors don't close! Often, very often, we look over and see that the door we had swung closed and walked away from....is open slightly. There is a short lived, tiny audio alarm to alert you, but you can barely hear it. If it was loud enough, the frequency of door open alarms would qualify as Abu Gahrib sound torture. They can't build a refrigerator that has dependably closing doors? I’m 72 and never had a fridge that didn’t allow its’ doors to close. As Jackie Mason would say...."Refrigerators are not their line of work."

= The stainless finish is also a challenge to keep righteous. It always smears and you need to be wiping that stainless steel spray stuff on ....all the time...to keep it moderately presentable. They actually engineered a high maintenance finish.

= and the ice maker! What a piece of annoying scree that contraption is. It has legions of people complaining about it. After reading the online complaints, we turn ours off just to make life easier. First..it jams so that to remove it from inside the refrigerator, you need Dwayne Johnson to show up and then yank it free of its receptacle. Why remove the ice maker? Once Dwayne has pulled the rudimentary ice making device out for you, it is then necessary to go in and clean out the built up ice-frost in the ice maker compartment....you know....defrost it.

We bought our condo with this piece of Samsnot junk already installed, so we are shaping our posture on this Sams..t mechanical travesty to be that we really didn't pay for it and that we can kind of justify going out and buying a new fridge. Given what is written on the Samsung refrig site, we don't even want to allow Sams..t the opportunity to defile us with their malevolent customer service. We are the second owners and well out of the 1 year warranty but still within the 5 year warranty for the cooling system, nevertheless we see that did not do any of the people on the site much good.

Fridges were effortlessly built to last 15 to 25 years in the 60s. How can these Samsung people, from a culture oriented to excellence (think Honda/Toyota/Suburu/Sony), be so unskilled and then so combative when asked to make things right?

I feel compelled to educate unsuspecting people to the reported hazards of this brand’s refrigerator failure plus my own experience with my under 5 year failure. My efforts will never impact their overall business, but given the bevy of refrigerator makers competing for the consumer's refrigerator dollar any friction to their business will offer some measure of gratification.

Samsung’s own site with lots of complaints, if you missed it before:

https://us.community.samsung.com/t5/Kitchen-and-Family-Hub/Refrigerator-won-t-cool-Samsung-not-honoring-warranty/td-p/157837

- Collapse -
I feel your pain
Mar 8, 2019 4:25PM PST

Indeed! We had just enough $ saved up when our last refrigerator died of natural causes this past summer. We replaced it with a Samsung, and it has been a nightmare! Litterally, it's funny you mentioned that icemaker- it totally creeps me out, even once a friend stayed over and said ge heard a ghost in the kitchen! My main issue is, how the bleep do I fix the door shelf, as it separated about 1/2in. From glass to plastic. I know duct tape won't hold up. But i cant really glue it together since its not just a crack. I heard people attempted to replace the shelf, and had virtually no luck in that getting done either.
ALSO, the crisper bin on the bottom has weird angled back so all sorts of food slides off from the back. Ive tried to block the opening with something wider but that moves around of course.
Any ideas? The icemaker is garbage but i can tolerate it compared to the other flaws. Sometimes the ice doesnt come out, so I walk away, and then it dumps out a whole bucket all over the floor.

- Collapse -
Answer
Samsung refrigerator
Mar 2, 2019 9:12AM PST

Make a complaint about Samsung to the Better Business Bureau in the area you bought the appliance.

- Collapse -
Answer
Samsung sympathy............
Mar 2, 2019 10:20AM PST

I can only offer sympathy and maybe even condolences for your Sam-snot nightmare experience. Our Ss fridge that came with the condo we bought is less than 5 years old and is now spoiling food because, like so many other folks here, it isn't working.

We are so shocked at the behavior of Sam-snot that we are pretty much going to throw the Ss fridge in the garbage and start over. AND SAM-SNOT CONTINUES TO SELL PRODUCT like crazy....scheeeeesh.

Preparing to make a fridge purchase, we are told that most all of the fridge makers offer sketchy warranties.....owner pays the diagnosis fee is universal.....and then labor is often not included. A treacherous road given that the fridge industry keeps jamming the price up and up.

Looking for 3rd party warranties is even more hazardous than buying the fridge itself.....hoo boy.

In the 60's, fridges were effortlessly made to go 15 - 25 years.

Thanks, NAFTA, among other influences.

- Collapse -
the good ole days...
Mar 8, 2019 4:30PM PST

Yes, I don't know what to do about my new SS fridge. My great-grandmother was still using her old mint green frigidaire when she passed on at age 94...I bet that thing still works!