Complain about a product or service

Samsung Refrigerator

David of Atlanta, GA October 29, 2009

We purchased the Samsung RFG297AARS in April 2009. Two weeks into our purchase the ice maker started to leak. A tech came out and couldn't figure out the problem, which ultimately fixed itself. Two months later the water dispenser and the interior lighting completely stopped working. It took three weeks for the parts to arrive because they were on back order. A month ago, the ice maker, the freezer and the refrigerator stopped working. It's now been three weeks without a refrigerator and we are a family of FIVE. We are looking for Sears to issue us a credit so we can seek out another brand. This refrigerator cost us over 3,000. NEVER AGAIN. STAY AWAY FROM SAMSUNG REFRIGERATORS and if you are purchasing from Sears, buy the extended purchase agreement, otherwise you will be completely out of luck.

Dr. of KOLKATA, IN October 22, 2009

I have noted my complain on 15.09.2009. Unfortunately, service engineer came 4 checkup on 18.9.09. Without any instrument check up, just hearing the complain that refrigerator cooling is lost4 a time interval of 4 to 6hrs in a day, he has advised to send the refrigerator to their GEN-X service station, kolkata-55. But they have taken it on 20.10.09 after repeated phone call & request.

Today evening they have returned the refrigarator with some scratch marks & one old compressor, which is not mine. My old replaced compressor, which was marked by me, was left their service station. Then I rang their station In charge Mr.R. regarding this problem. Initially R. refused to listen any complain & abused me horribly & was saying that" all customers are like this, & I am mentioning all useless complain as I AM HAVING AN INTENTION, NOT TO PAY THE MONEY, which is approx.Rupees 4877/-"

He has also threatened me that that he will instruct his despatch person, not to hand over the refrigerator to me. IN MR. R.`s comment & mis behaviour, I felt very much INSULTED & HUMILIATED & DEPRESSED.

angela of sumrall, MS October 10, 2009

purchased a samsung refrigerator that broke down a year and half later. unable to be repaired. samsung refuses to replace it. they only want to send techs out at our expense. one tech made it work for about a month. lowes refuses to do anything about it because it is not under warrranty.

2 freezer loads of food ruined and i paid 1000 for piece of junk that doesn't work. I can't even give our special needs daughter and ice because we can't keep any.

Mike of Fullerton, CA October 7, 2009

Dealing with Samsung customer service is a nightmare at the very best. Bought a side by side in August. Freezer handle was loose, called Samsung, service ticket generated for a new handle. No handle shows up. Handle fly off in my hand when opening freezer landing on my toe, smashing it, then falling into the freezer door denting it. Call Samsung, say other guy handled it wrong, should have had a service call. Service call ticket initiated, tech shows up, says handle improperly install by Best Buy. He then goes to properly install handles, hangs off of handles, bends other door causing dents then beats handle down with rubber mallet. Says he will talk to Samsung.

Call serviceman's boss, tell him that his guy dented my fridge even more. Boss says will order new parts. Get email from Samsung, no parts available will exchange unit, bring it to local UPS store for the exchange (are you kidding?!?) Call Samsung, they say customer support made a mistake, say needs Best Buy exchange and they will submit.

Call Samsung after not hearing anything. They say second support tech made a mistake, need to submit receipt. Scan and submit receipt..wait...call Samsung, they say receipt not attaching properly. Email receipt, they say all good to go. Still no word, call Samsung, they say can't read receipt, they put me on hold for 30 minutes and say all good to go. No word, call Samsung they say exchange is rejected because the serial number is already in use. Rep puts me on hold for 30 minutes, comes back says he can't resubmit it because the serial number is in use. Says he will send an email. Suggests checking back daily.

Samsung products are gorgeous to look at and are well engineered, if you are unlucky enough to have one with a problem you are in big trouble. I am doing the only thing I can at this point, tell as many people as I can about my experience so they hopefully don't buy their products and get stuck in the unfortunate position that I and many many other are in.

Kelli of Berlin, NJ October 6, 2009

Bought a brand new Samsung Refrigerator in Feb 2008. Was deliver about 2 weeks later with a broken hinge on the freezer door which we've had repaired about 3 times now after loosing a few freezer's full of food. Now the ice maker doesn't work and the food is not freezing correctly. Call Samsung and they say it's under warrantly until 2/2010 , technical says the warranty is up.

In the meantime since they can't agree I have a freezer that doesn't work properly. I've been back and forth for over a month now and nothing seems to get done. Help. Lost more than a couple freezers full of food

Minren of Bethany, CT October 2, 2009

SAMSUNG Refrigerator Model RS2530BBP SN# 023242BQC00350D was purchased on 2/16/09 and did not start to use until June 09. It was found that the temperature cannot be cooled to the specification of below 39°F and lots of food inside got spoiled. A call was made July 09 to the company 1-800726-7864 and transferred to their customer care division 1-800-522-7341. A SAMSUNG local service company, CN appliance (203)-426-9530 came in to have a check in July 7/17 and was not able to fix it. Then, the SAMSUNG customer service agreed to have a replacement of the unit and it would take 3 business days to approv. After waiting weeks after weeks, I have placed more than 15 calls after the agreement of the replacement and submitting all the receipts and, the company indicated they have all the paperwork. I was promised by their customer services again and again that Best Buy would call me to schedule a delivery of the unit. However until now, nothing was done, because it is still waiting for an approval. I have tried to call their supervisor and was told the supervisor was busy and after waiting for hours, I only get a voice mail in Korea language and never get response. Our food got spoiled and lots of food were thrown away daily. The matter was not resolved and cannot get move. I really need your help as soon as possible.

Robert of Middletown, CT September 29, 2009

We recently purchased a SAMSUNG on 9/6/09 from HOME DEPOT on EAST MAIN STREET in MERIDEN CT. Once received, I cleaned down the box dust and when doing so on the top of the door sliced my thumb open because a cover piece was missing, exposing pointed plastic fittings. We also noticed that a weird noise was coming from one side of the refrigerator. My husband, upset that I sliced my thumb called HOME DEPOT who told us to call the SAMSUNG company as it is under warranty.

He called SAMSUNG and got many reps who were rude, and gave him the run around making him send a photo of my thumb, which still has a scar but has healed. He then told them of the loud grind noise, which they said they would send C & C APPLIANCE SERVICE from SOUTHBURY CT out to check and to give us the missing top piece.

It is now Sept 29th. We have had no such service from this company and no one will return our calls. When we do call, it is like we are pegged as complainers...and they keep passing us around from rep to rep. This was a VERY EXPENSIVE REFRIGERATOR. We shold not have to listen to the loud weird grind noise, which could be a fire hazard as it is some motor noise, nor should we have to suffer with sharp edge on a spot you can only see when standing on a chair.

We should have a new refrigerator or service but this company policy of IGNORING our complaints is unacceptable. Please tell us what to do? This is unfair and I don't want to risk my families safety if indeed the motor causes a fire or if a guest ends up cutting themselves, as you can open the refrigerator using the top area that does not have the proper cover. Also, I don't know if this motor noise is causing our food to not be refrigerated properly. OVER 1000 to have to listen to a refrigerator GROAN...

charles of Ozark, MO September 27, 2009

I purchased my Samsung side by side refrigerator model number RS2534WWW in September of 2004. It was purchased at Best Buy. It was the first refrigerator I have ever purchased. It worked perfect in the beginning. I began having problems with the freezer first. It just stopped working. I tried with customer service at best buy first. I was told to contact samsung. I did and they told me it was going to cost me 70 dollars to have a repair tech come out and diagnose it not repair it. Then they would have to see if they covered parts.

This refrigerator was covered with the standard 5 year warranty. Well no luck with that I had to take the freezer apart myself found that the motor had stopped working and had to order one from a local company. The next thing to go and is still ongoing is the frig the coils freeze up so I have to take a hair dryer and defrost them myself and put the thing back together. Yes, I contacted samsung numerous times. The customer service department gives you the run around and tries to tell you that the parts may or may not be covered under your warranty. It is a big mess. I bet they are glad my warranty finally ran out. Now, I am left with a 1200 dollar piece of junk. I am thawing it again as I am writing this complaint. I feel sorry for anyone who purchased this product.

Kraig of Moses Lake, WA September 24, 2009

Purchased new RFG297AARS refrigerator on 8/18/08 from BEST BUY. It was for a new home and was put in service on 3/6/09. It quit on or about 08/05/09 so it was still in warranty. Called Samsung and within a few days a tech came out and found that the compressor had failed along with possibly other components. Samsung was notified and declined a repair order because of the tech's analysis. After numerous calls, Samsung's Executive Care department indicated a replacement would be available from BEST BUY pending approval of the claim. The replacement has been denied four times for no specific reason(they indicated incorrect part number, misfiled,no proof of purchase --which we had faxed them and they acknowledged receipt of)- They won't fix it and won't replace it and from the comments on the internet there appear to be many with the same problem.

Susannah of Fairy Meadow, Australia September 23, 2009

We bought a brand new refrigerator from the good guys on 27/06/09. It was full of food when we noticed on the 22/08/09 that nothing was cold enough and our freezer food was not completely frozen. We did not want to take the risk so we threw out all of our food and called Regional Appliance Centre in Fairy Meadow to come and fix our fridge for Samsung. The man came and advised us it was a manufacturers issue and the fridge had been wired incorrectly, causing the freezer to frost up and not freeze and cool to the right temperatures. He advised that was fixed so we went out and filled the whole freezer up and the fridge as i was going on holidays and my partner needed a stock of food for two weeks. In this two week period the fridge and freezer continued to stop working. The Regional Appliance Centre came again and left a monitoring device for a week. Then they ordered a part without letting us know how long the wait would be. I advised Regional Appliance Centre, that the fridge now smells so badly that we cannot even open the doors and the parts manager sent an email to Samsung advising that we wish for a replacement fridge due to this.

Two phone calls i made to Samsung Customer Service Centre, they advised they had lodged the case, but nothing happened. I then called a third time on the 19/9 and escalated the issue to case manager Tahleah. She requested for proof of purchase to be scanned and emailed to her, which we actioned straight away, and she advised that she would contact the Appliance Centre to get proof of the jobs done by them. She gave us her contact email. Since then we have heard nothing, she did not call us back as she advised to let us know the outcome of the replacement. I sent her a follow up email on the 22/09, still no reply. I called to speak to her this morning, they advised she was busy, but we got no call back. This is absolutely disgraceful Customer Service. Our fridge is brand new, its under full warranty and it has not worked for properly if not at all since 22/08/09 - today 23/09/09. We have a child and we need our fridge to be working and the fact that no customer service operator has done their job correctly or offered a temporary solution for a fridge...is completely not acceptable for a consumer purchase.

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