PW
Paul W
1 reviews | Active since Oct 2017
24 Jan 2024, 11:41
Samsung make the right noises but fail to deliver
I bought a Samsung French door fridge for the integrated sodastream about 3 years ago. Immediately I noticed that randomly the dispenser starts to cycle through the intensity settings and won't dispenser water. This can last for 15 minutes or longer. No rhyme or reason. I complained to Samsung and after much deliberation they finally conceded the problem and replaced the door - the implication being faulty electronics/control.
Only this did not resolve the issue. So I contacted Samsung again, only to be told the fridge was no longer under guarantee and that any work would be on my account I had some lengthy discussions with Samsung about the latent defect in this machine, saying this was still their problem. After escalating this I was assured they'd come back with a solution. Nothing after months of waiting
Has anyone else had this problem? If I hadn't paid a fortune for the fridge I'd probably be more relaxed about this, but Samsung need to own this problem. I suspect a software/design fault is the cause.
Helpful (0)
Replies (5)0
Replies (5)
Samsung South Africa's replyOfficial
24 Jan 2024, 11:43Good day Paul
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
SamsungZA
:^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
SamsungZA
:^NM
Samsung South Africa's reply24 Jan 2024, 11:43
Official
Good day Paul
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
SamsungZA
:^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
SamsungZA
:^NM
Samsung South Africa's replyOfficial
25 Jan 2024, 09:42Thank you for posting your comment
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll provide feedback.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll provide feedback.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Samsung South Africa's reply25 Jan 2024, 09:42
Official
Thank you for posting your comment
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll provide feedback.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll provide feedback.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
PW
Paul W's updateReviewer Update
27 Mar 2024, 16:54So. Months later and still nothing from Samsung. I've been away for 3 weeks and came back to my sparkling water dispenser....cycling again and not working. There is clearly a latent defect either in my machine or in the design of this dispenser. What really annoys me is Samsung just refusing to address the problem. They make the right noises and then do NADA
PW
Paul W's update27 Mar 2024, 16:54
Reviewer Update
So. Months later and still nothing from Samsung. I've been away for 3 weeks and came back to my sparkling water dispenser....cycling again and not working. There is clearly a latent defect either in my machine or in the design of this dispenser. What really annoys me is Samsung just refusing to address the problem. They make the right noises and then do NADA
PW
Paul W's updateReviewer Update
29 Mar 2024, 17:58Just wrote again...
To whom it may concern:
To whom it may concern:
I wrote to you in complete exasperation. It is now 3 years since I purchased this (extremely expensive) fridge, one of the key selling points being the inbuilt sodastream.
In short, I raised issues with the dispenser shortly after purchase. I particular the issue was the "cycling" of the sodastream during which it is impossible to dispense sparkling water. These cycles happen randomly and can last up to 30 minutes.
After a few inspections by an agent of Samsung (your CRM should have the records), it was eventually conceded that there was a fault and the door unit replaced. This failed to solve the issue.
I have written repeatedly to Samsung about this, have posted complaints on line, and have had calls from Samsung promising action.
Nothing has come of this, and 3 years later I sit with a machine that has now "cycled" 3 times in two days. THIS MACHINE IS CLEARLY EITHER LATENTLY DEFECTIVE OR THERE ARE DESIGN/SOFTWARE ISSUES.
Samsung have done nothing to resolve this matter.
My cell is (+27) ***.
I'm also posting this on Hello Peter for the umpteenth time.
Paul
PW
Paul W's update29 Mar 2024, 17:58
Reviewer Update
Just wrote again...
To whom it may concern:
To whom it may concern:
I wrote to you in complete exasperation. It is now 3 years since I purchased this (extremely expensive) fridge, one of the key selling points being the inbuilt sodastream.
In short, I raised issues with the dispenser shortly after purchase. I particular the issue was the "cycling" of the sodastream during which it is impossible to dispense sparkling water. These cycles happen randomly and can last up to 30 minutes.
After a few inspections by an agent of Samsung (your CRM should have the records), it was eventually conceded that there was a fault and the door unit replaced. This failed to solve the issue.
I have written repeatedly to Samsung about this, have posted complaints on line, and have had calls from Samsung promising action.
Nothing has come of this, and 3 years later I sit with a machine that has now "cycled" 3 times in two days. THIS MACHINE IS CLEARLY EITHER LATENTLY DEFECTIVE OR THERE ARE DESIGN/SOFTWARE ISSUES.
Samsung have done nothing to resolve this matter.
My cell is (+27) ***.
I'm also posting this on Hello Peter for the umpteenth time.
Paul
PW
Paul W's updateReviewer Update
29 Apr 2024, 08:34Remarkable. Still have heard nothing. Samsung after sales service is terrible.
PW
Paul W's update29 Apr 2024, 08:34
Reviewer Update
Remarkable. Still have heard nothing. Samsung after sales service is terrible.