Handling of Fridge Repair – Samsung

I am extremely disappointed with the poor service received from Samsung and the unacceptable handling of my fridge repair request.

On 2 April 2025, I contacted Samsung Pretoria regarding a fault with my refrigerator. After paying a R600.00 call-out fee, technicians were dispatched to my residence. I told the technician that the door is not the problem, the freezers is not freezing, and the fridge is not working properly, and he told me it is not possible. Only after a follow-up from my side I was informed that the right-hand door needed to be replaced.

I was told that a quotation for the part would follow. After multiple follow-up phone calls and emails, I was eventually advised that the part had been discontinued.

In an attempt to escalate the matter, I contacted Samsung Head Office, only to be told that the entire process would need to start over, including the payment of another R600.00 call-out fee.

This same right-hand door was previously replaced by Samsung when I purchased the refrigerator in March 2013 at a cost of R28 000.00 from the Brooklyn Samsung Centre agent, as it was damaged with delivery. Based on this history, I do not believe the door needs to be replaced again and suspect there may be another issue. I requested Samsung to send a competent technician to reassess the appliance but was told again that the part is discontinued and that no technician will be sent unless I pay another call-out fee.

When I tried to escalate the matter further, I was refused access to any email addresses and repeatedly told someone would phone me back — which never happened. I was left with no choice but to follow up daily.

Now, after two months of back-and-forth, I am told that the warranty has lapsed after 10 years, the part is no longer available because Samsung only keeps part for 5 years, and the only solution offered is a 10% discount on a new Samsung fridge.

This is completely unacceptable. It is not a solution — it is a blatant attempt to push new sales while abandoning customer support for existing products. The cost of a fridge is significant, and this level of service destroys any trust in the Samsung brand.

I needed a real, reasonable resolution that didn't involve me spending thousands more due to Samsung’s poor after-sales support.

In the meantime. I have purchased a new AEG refrigerator and have placed the Samsung outside on the veranda. Samsung is welcome to collect the fridge for spare parts.