Samsung SA Do better!

We are now on day 7 of having no fridge / freezer. With no urgency or escalation to help customers who are stuck with high end samsung appliances that have failed due to quality issues. Other than an apology, no accountability or humility. Samsung SA do better ! At this point we are suffering because we chose to purchase Samsung…

As a household supporting high end Samsung products our whole life. I would like to express my disappointment in the way the quality of Samsung products have decreased. Almost every essential appliance in our household and business has been samsung for the last 15+ years. Having replaced all of them over the last 5 years with newer and higher end Samsung models. The ownership experience has been very different! I understand many companies are decreasing quality of parts in order to make more money from customers on repairs. But this is not what I expect when we purchase your high end products. Our combined value of samsung appliances in our house / business is over R 100 000. Yet every single Samsung appliance we’ve bought in the last 5 years has given us problems.

Below is the most recent 4 appliances.

Samsung Fridge (RF28K9360SG) This is not a cheap fridge. High end model. Apart from the ice machine always blocking, I can understand that only happens when not enough ice is being used… but poor design nonetheless. A week ago we woke up to the freezer defrosted and the fridge not cold. Everything spoiled. This fridge was purchased in 2016 and still under warranty. Yet to find out what the issue is. It has now been a week without the fridge/freezer and the urgency to escalate the matter in order to assist customers whom are without an essential appliance during peak loadshedding has been extremely lackluster.

Samsung Microwave (MC456TBRCSR) This appliance gave us problems from the first month of ownership. We sent it back and was sent to Samsung for repairs. They told us they had to replace the motherboard and was fixed under warranty. The Microwave came back and had the same problem in the first week back. Everytime the door is opened. The screen (control panel) switches off and comes back on immediately, also when pressing start or stop it does the same. Upon inspection with a microwave technician. We found that the design of the bracket holding the control panel motherboard moves when the door is opened / closed and when pressing start / stop, causing a connection issue. This is a factory design flaw as I’ve heard of other owners experiencing the same thing. What makes it worse is that your team replaced a perfectly working motherboard and couldn’t figure out why it was actually doing it.

Samsung Washing Machine (WD1142XVM) Ecobubble. The first year of ownership the water heater packed up, washing machine could not do anything without replacing the water heater. The price of replacing it was absurd compared to the price of the machine itself. Parts are all clearly marked up to a premium price to make more money from customers.

Samsung 65” Crystal UHD (UA65CU7000KXXA) This TV was used for our business in a boardroom. Now replaced by a projector. A year and a half into ownership, the tv switched off randomly, while in use thereafter, it flickered whenever you switch it on again.

We are also not the only household experiencing these quality issues. Other households I know whom have also been loyal samsung customers are experiencing much better quality from other brands.

I realised today that the few appliances we still have that are not made by Samsung, Are all over 10 years old and in use every day. Never had any repairs done to them and they are still working perfectly. I am disappointed to say that every modern Samsung appliance in our house has a fault.

Samsung SA, we support you by purchasing your products… why can you not support your customers fairly. We have paid our call out fee to your required repairer… Now we have to wait another 3 days because they are busy…