510L Mirror Side by side refrigerator_ Sagging door

So let me start off by say that I'm an absolute Samsung loyalist. I believe in the brand and all my major appliance are Samsung. Bought a 510L Mirror Side by side refrigerator at Makro on the 4th of August 2020, with the extended guarantee. Initially were happy with the refrigerator and then found that the one door sagged and were slamming closed instead of closing properly. This happened at the end of November 2020 . So I followed the process of reporting it to Makro, who instructed the local Samsung repairer to come and repair the unit. The repairer reported that the mechanism could not be repaired or replaced and informed Samsung. Samsung rep**** and said that they will replace the refrigerator. So I'm very happy, as again like I said, the Samsung brand is a trustworthy bard and I made the right decision when I made the investment, all I have to do now is to wait for the refrigerator to be replaced. And this is where the problem start... I phoned Samsung on the 8th of December and were told that they will contact me as soon as they can identify stock and arrange for the exchange. On the 14th of December I made a follow-up call to Samsung, because I haven't heard from them and were seriously heading into the Festive season. Again I were told that they were waiting for stock to be identified and will follow-up with the division responsible for the exchanges. The manager responsible for the division will however contact us today to give an indication of the expected exchange date. Very excited with the amazing promise of having the refrigerator most probably being replaced before the festivities' staring, I leave an alternative contact number with the consultant just incase they can't get hold of me on the number they have. .... So with no call being returned, I realize that the Festive season must have came early for the Manager responsible for the division, and suffer through the festive period with fingers being slammed in the door and bowls being knocked out of hands and frustration building.

So again on the 4th of January being a new year, I give another call to hear what's going on...Told by the consultant that they can see a message have been send and that they will again send another message to the responsible manager to contact me... This did not happen...

So on the 11th of January I did the same with the same comment, that the manager were send an email... So I thought to myself that he must be very busy and must have extremely high volumes of work following the festive period... i'll follow-up later.

In the meantime I actually bought two Samsung Inverter type 18000BTU air conditioners to try and cool down. They as the rest of my appliances work great and is an absolute pleasure!

So on the 27th of January I follow-up again after having my finger slammed in the refrigerators door again. Same story another email have been send and the manager will contact me. Highly frustrated with the manager that refuses to contact me and who's existence I'm starting to doubt, I tell the consultant to please ensure that he does make contact as I do not want to revert to more extreame measures. Well to this date no call were received and thus this post.

I tried making contact with the brand manager for Samsung South Africa, but unfortunately had no success. Being In quality myself, know the hassle factor involved with complaints related to personnel it's never easy. The product is quick and easy to repair or replace and to ensure the client remains happy and brand loyal, it's when personnel because of negligence place the brand into disrepute that it becomes a challenge.

I'm asking Samsung to replace the refrigerator, as I don't know, for how long my fingers can take this slamming door...

I would like it to be very soon if possible, as I found a large number of units being available all over South Africa in various Makro stores around the country.

A frustrated Samsung loyalist.