Samsung forum

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Warranty

I have a Samsung refridgerator RS2533SW bought 5/14/2004 that needed repair. I called the preferred Samsung repair service as instructed, they checked it out and the problem was covered under the 5 year warranty for parts and labor. Why then did I have to pay $79.99 for the dianostic check? If it's covered for parts and labor, I would think that would cover the repair service labor to check out the problem! No where in the warranty does it state that I'm responsible for this charge. With other companies, I've NEVER had to pay anything when the problem was covered under warranty. Can you tell me why I do with Samsung?

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Warranty

In reply to: Warranty

Joanne0130,

I am looking into this. Do you have a ticket or service number that would better help me reference this?

--HDTech

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Service Number

In reply to: Warranty

I do have a service number# 4002743929. The repair service that came out did a good job and I don't have any complaints with them. Thank you for the quick response to my email. Joanne

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Inquiry

In reply to: Service Number

I have submitted an inquiry as of this afternoon.

I'm a little confused on something. If I may inquire, who instructed you to call the repair service? I only ask because when people call 800-SAMSUNG and open a service ticket, the number generated should go directly to the service center in your area. The service center will usually call the customer to arrange the appointment once the warranty information has been confirmed, thereby knowing that the repair will be either billed to Samsung or paid out of pocket by the customer before knocking on your door.

If people call 800-SAMSUNG AFTER setting up an appointment with a repairman, the repairman (who would not be aware of the warranty) would charge you their normal rates. Is this what may have happened?

Have you contacted the service manager who performed your repair regarding this charge?

--HDTech

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warranty

In reply to: Inquiry

I called Samsung first and they put in the request to the repair service. They also, gave me the service number 4002743929 and the repair service phone number at that time. I was told if I wasn't contacted by the repair service I was to give them a call. When I didn't receive a call from them by the next day I called them. When I was charged the 79.99, I called Samsung to ask about it and was told that although it was a covered repair under the 5 year warranty, the 1 year warranty had expired therefore I was responsible for the diagnostic charge of 79.99.

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Okay, good info.

In reply to: warranty

I'll see what I can find out. Service is closed for the evening, but I will check back with them tomorrow to see if I can get an explanation.

Thanks for your patience.

--HDTech

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(NT) Thank you

In reply to: Okay, good info.

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Warranty

In reply to: Thank you

Joanne0130,

For obvious reasons, I'm not the authority on our appliance service warranty (that's our service department's specialty), so take my answer with somewhat of a grain of salt. I don't know what was fixed or which parts were affected, and I don't have access to those files directly.

That said, our products do carry a 1 year parts and labor warranty. The 5 year warranty applies to the refrigeration cooling system only (condensor, evaporator, drier, compressor and connecting tubing). That doesn't apply to broken electronics, buttons, shelves, handles, or pumps for the water dispensor - I THINK - but the motor and parts that cover the cooling function of the refrigerator. So if your repair was anything but what the 5-year part covers, you may have been charged for that.

The best person to inquire for a pointed exlanation would be the service technician that came to your house. If you want the warranty for reference, I can provide a link for that. The tech charged you, and should be able to justify why.

Link: (then type in your model number)
http://www.samsung.com/us/support/repairpolicy/servicePolicyWarrantyMain.do?group=homeappliances&type=refrigerators&subtype=&model_nm=&prd_ia_cd=&disp_nm=&mType=&dType=D&vType=R

Does that help? Let me know.

--HDTech

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Already questioned the repair service

In reply to: Warranty

The evaporator assembly is what was wrong with the fridge. I wasn't charged for the parts or labor for the repair, but I did questioned the the repair tech when he was here at my home about the dianostic charge.I told him then I've never had to pay anything for a repair that was covered under a warranty. His answer to me was that Samsung would only cover the parts and labor for the repair of the evaporator assembly not the trip out to check out the problem. They are saying it's Samsung and your saying it's them. Correct me if I'm wrong, but your saying Samsung warranty should have covered the diagnostic charge because it was refriderator cooling system problem?

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Repair Service

In reply to: Already questioned the repair service

If it was the evaporator, then I don't see why you would have been charged. In essence, I'm agreeing with you. Again, let me pepper that with the fact that "I'm not the service authority". I have no control over what happened, but some control on investigating it and resolving it, and my ideal solution is your satisfaction.

As of this morning, I compiled an additional report with this new information, and I've copied Service and our ECR (Escalated Customer Relations) Department to find out why you were charged.

So you know, I'm actively working to resolve this issue. Disregard my prior request for you to contact the service tech. I'll have our guys do that for you, and figure out what happened.

--HDTech

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repair service

In reply to: Repair Service

Thank You! I do appreciate all that your doing to help me out with this.

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Following up...

In reply to: repair service

Joanne0130,

I wanted to follow up on this issue since I didn't see any activity in this thread. Was there any communication since my last post here?

--HDTech

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warranty

In reply to: Following up...

Nothing since Nov 14

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ECR

In reply to: Following up...

Joanne,

At this point, I have escalated your issue to our ECR Department (Executive Customer Relations) for their review. You can find your status on this issue by calling 800-SAMSUNG with your transaction number and ask to be escalated to ECR.

From there, they'll be able to assist you.

--HDTech

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warranty

In reply to: Following up...

Thank you so much for all your help. I did receive a refund for the diagnostic charge. Thanks again Joanne

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Fantastic news!

In reply to: Following up...

Joanne0130,

Thanks for reporting back. I'm glad to hear you got your refund. Sometimes glitches like these happen, but we work to straighten it out when it does.

If we can help with anything in the future, please don't hesitate to let me know.

--HDTech

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warranty

In reply to: Warranty

Thank you I will do that.

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