#samsungreallysucks

I have the most beautiful Samsung Fridge Freezer- which half stopped working in December and which Samsung technicians totally ****ed a few months later. Even though I have called, begged, pleaded, threatened and loaded complaints on Hello Peter- they cannot or will not repair my Fridge- which I am more than willing to pay for. After each complaint I get a call, an sms, an email- so their auto response if fantastic- then nothing- no action, just empty promises.(We have noted your concerns and your query has been escalated to our Voice of customer team under reference number: ********** 155 )

I thought it was me, so I googled and I see this poor sucker had to wait two years- so perhaps I can consider myself lucky at only 10 months.

Samsung Refrigerator broken after 2 years...will not repair by samsungreallysucks / January 1, 2013 10:57 AM PST Dear Samsung Electronics America:

This letter is to inform you about service I recently received from your Executive Customer Relations department. Your website states that Samsung creates "superior products and services...driven by an unyielding passion for excellence" guided by "respect[ing] customers". Unfortunately, I disagree with these statements.

I called 1-800-SAMSUNG on December 10, 2012, to find out how to deal with my Samsung Refrigerator (model # RGF297AARS) which stopped working. I spoke with Jamal who explained that as a means of formality, someone would need to come out to assess the problem, but that it sounded like I would need a complete replacement, especially since I only purchased the refrigerator 2 years ago (on November 26, 2010).

With the information from Jamal that Samsung would take care of our broken refrigerator upon a diagnostic from Class Appliance Center, I scheduled an appointment. Although I do not feel we should have to pay anything for this visit since I already told Jamal that the electrical system was the problem, I agreed to pay the trip charge only because Samsung would take care of the repair/replacement. Christina from Class Appliance came out to my home on December 13, 2012, and noted on her report that the "unit has defective Main PCB". I paid $69 for her assessment. Christina said she would file her report first thing in the morning and that by noon it would be in Samsung's system. No one followed up with us.

On December 15, 2012, I called 1-800-SAMSUNG two additional times and spoke with Nycoya and Alisha who each transferred me to Executive Customer Relations where I spoke with Kenyatta and Tina. Tina apologized that no one had contacted me and said she would personally get the ticket to the product engineers for them to look at the notes, possibly contact Class Appliance Center if they needed additional information, and then determine the next step. She assured me someone would get back with me in 2-3 business days. No one got back with us. Needless to say, I was quite frustrated.

I called 1-800-SAMSUNG yet again on December 28, 2012, and spoke with Franklin who transferred me to Executive Customer Relations where I spoke with Deidre. She said they would need to determine if the refrigerator could be repaired first and if not, then we would look at an exchange or a refund. At this point, Class Appliance Center said they would come out on December 31, 2012, to install a new PCB and would expect a $260 payment upon installation. Deidre spoke with Chris, the Parts Manager at Class Appliance, who explained he had order the correct part. The part that they ordered (#DA41-00538A) is not correct and no one (from Samsung or Class Appliance) seems concerned that the part they planned to bring over will not work.

I asked to speak with a manager of which Deidre put me on hold and came back several minutes later to state they were in a meeting. She said a supervisor could get back with me within 24-48 business hours (please note: this would be AFTER the Class Appliance appointment therefore, not helpful). I explained that to her and reiterated that a refrigerator that retails for at least $2700 should not be broken after just 2 years with no (financial) support from the company on repairing/replacing it. She put me on hold to speak with the supervisors again who offered, if and only if, I could provide a copy of the receipt stating I purchased the fridge 2 years ago, Samsung would pay for the part, but not the labor to install it. I offered that my husband would install it so they can just pay for the part, but of course, only someone from Class Appliance could install it, in which case I would have to pay the $69 I already paid them AND the labor to have the (incorrect) part installed. This is not acceptable.

I demanded to speak with a supervisor after being on the phone for 64 minutes up to that point and finally Kenneth came to the phone. He offered the same option and I informed him I would be sharing my negative experience with the Better Business Bureau, the Samsung Corporate office, all my friends and family, and as many blogs/websites that I could access to share that Samsung does NOT create superior products, nor do they have a drive for excellence in respecting their customers. I purchased a brand name product that I expected to rely on for many years to come and if there was a problem, I was counting on the promises made on your website to keep me a satisfied customer. Unfortunately, that did not happen.

I expected a much higher level of service from your company and I am quite disappointed. Because I do not want to spend any more time on this problem, I am requesting you refund me the $69 I had to pay YOUR appliance rep (who did not record the correct part number when she was here for her assessment) and the $165.24 (cost of the CORRECT part #DA41-00538M) that we paid to order (and then install) ourselves. Not to mention the amount of time I have wasted on 4 phone calls to Samsung, multiple calls to Class Appliance, time spent on emails confirming service, AND 22 days without a working fridge, this minor refund of $234.24 should not be a problem. I will be happy to provide copies of any receipts if necessary. Should you need any further details or have any questions, please do not hesitate to contact me.