Samsung : Urgent Resolution Required – Defective Samsung Side-by-Side Refrigerator

I requested urgent intervention and resolution regarding my ongoing dissatisfaction with a Samsung side-by-side refrigerator that I purchased new but has been problematic since the day it was delivered. On March 23, 2023, I purchased a Samsung side-by-side refrigerator from Rafis Appliances in Port Elizabeth, South Africa. Rafis Appliances was a well-known and reputable stockist in the area at the time. My sales consultant for this purchase was Sino. Initial Issues upon delivery: Upon delivery, I immediately noticed that the refrigerator had visible defects—a dent between the doors and bubbling paint. I documented these defects with photographs and shared them with Sino via WhatsApp (records of which I still have). The store acknowledged the issue and assured me that a replacement unit would be delivered the next day, which they did. However, the replacement unit presented new problems. The freezer door emitted a squeaking noise, which I initially dismissed as a minor issue, assuming it would subside over time as it was just unboxed. Additionally, the refrigerator features a water and ice dispenser that required plumbing. Since I needed a plumber to configure the connections, the water supply was not connected immediately. I informed Sino of this as well. Ongoing Functional Issues: While the refrigerator was in use without the water connection, I noticed a strange loud cracking noise coming from the unit, resembling the sound made when an ice maker dispenses ice. However, given that the water supply was not yet connected, this could not have been the cause. Over time, the noise became progressively louder. I subsequently lodged a complaint and was advised to have the water connection installed and report back. Once connected, the water dispenser and ice maker functioned correctly, but the loud intermittent cracking noise from the freezer side persisted. When I contacted Rafis Appliances regarding this matter, I was given the runaround multiple times. Eventually, I managed to speak to the owner, Rafi, who offered to log a call with Samsung on my behalf. I expressed my frustration, emphasizing that I had been seeking resolution for this issue since my purchase, and that spending over R23000 on a defective unit was entirely unacceptable. Despite my concerns, Rafi suggested I lodge the complaint myself and provided me with Samsung’s service desk number, ***. Since then, I have been engaging with Samsung Customer Care for several months, but the issue remains unresolved. Adding to the difficulty, Rafis Appliances has since closed down in Port Elizabeth, leaving me without direct support from the retailer. Repeated Service Attempts and Poor Customer Support Despite multiple service calls logged with Samsung, the issue has not been resolved. Here are the recent and more frequent calls logged: Spoke : Charmaine. 2/12/2024 Job no. *** *** I was given this cellphone number to use to WhatsApp the noise recordings to. Which I had subsequently done but received no feedback. A service repair provider made contact and came out to look at the fridge. They visited me a number of times but with no resolution. On one of the occasions that they came to replace a part, they had just left and the fridge still made the same noises. I the Customer Care Support again and Spoke to Ishmail on the 11/12/2024 to advise there was no fix. He indicated the job was closed on his side by the service provider. At this point there were a number of calls between the service providers office and myself trying to gage where to from here as they were stumped by the noises and did not know how to remedy this. It ultimately just seemed like they were replacing parts in the hope that this noise would stop. Convincingly trying to persuade me that they found the fix. The authorized service provider, B&L Appliance Repairs, has demonstrated a lack of professionalism and technical expertise throughout this process. Numerous technicians have been sent to assess the issue, yet none have been able to identify the cause of the noise. Three parts have already been replaced, including: Freezer fan (no improvement) Ice maker unit (ice still gets stuck in the blades and must be manually freed) Compressor (replaced under problematic circumstances) The compressor replacement, in particular, was handled in an unprofessional manner. The technician arrived, could not even identify himself in English, and abruptly insisted on collecting my fridge without providing any explanation. Understandably, I refused because this was not discussed that the unit would be collected. I later confirmed with Roxy, B&L’s receptionist, that no such arrangement had been made. This lack of communication and professionalism is highly concerning. Furthermore, the service team has failed to adhere to scheduled appointments, causing repeated delays. They have opened the back of this brand-new refrigerator multiple times, which is unacceptable for a product that should not require major repairs within two years of purchase. The persistent noise issues remain unresolved, and their explanation that the sound is simply gas moving through the compressor is completely unconvincing. I have repeatedly requested that a senior technician assess the issue, but this request has gone unanswered. Even the owner of B&L came out to view the issue but said he could not go back to Samsung if they have not heard the noise themselves. I informed him that his technicians were here on site and they heard the noises. When I questioned them on it they tried to convince me it was gas being pushed through the compressor until I shut that made up attempt down, as it was just because they wanted to close this issue on their side and chalk it up to the normal operational mechanism sound. Request for Resolution: I have diligently followed every procedure, provided extensive documentation, and engaged with Samsung Customer Care numerous times. Yet, I have only received apologies and unproductive service visits, while my defective refrigerator continues to deteriorate. My last attempts were made to the Samsung Customer Care this month: Spoke to Lerato 17/1/2025 complaining that the fridge was still making the noise. *** was the reference I was told to use which is my cellphone number. The service provider was contacted and they then contacted me saying they will come out to have a look again. This was when the owner Brendan of B&L refrigeration repairs came out for the first time. Months and months have transpired in between since dealing with B&L and because of their delayed attitude this matter had dragged on. Today 29/1/2025 I spoke to Khanyisa after the incident experience about them collecting my fridge without prior notification. Complaint logged under reference ID *** I recently learned of a similar case where Samsung replaced a defective refrigerator for a customer whose warranty was about to expire after three failed repair attempts. Given that: My refrigerator was defective from the day of delivery Multiple parts have been replaced with no resolution and still those parts do not operate efficiently The product is still under two years old I have exhausted all service and repair options I am formally requesting a full replacement of the unit or a complete refund. Failing a satisfactory resolution, I have now escalated the matter to the consumer Ombudsman in the 18 Feb 2025. My last recourse will be escalating this matter through legal channels. I have retained all documentation, correspondence, and recordings related to this issue. I trust that Samsung will uphold its commitment to product quality and customer satisfaction by addressing this matter urgently. I appreciate your prompt response and look forward to a fair resolution.