Complain about a product or service

Samsung Refrigerator

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.

Ramana of Louisville , KY September 21, 2009

I have Samsung RS2630SH refrigerator which is about 4 years old. It's been making the noise for almost 3 years and I guess it's coming from the fan. However, it became too loud since a week. We thought it would settle but it didn't. The servicemen told us the fan is not working and asked us 120 for fixing it. Moreover, they have to wait for the parts. I will not buy Samsung products and won't suggest either.

Ray of Russellville, AR September 21, 2009

I'm having the same problems with the RS2630SH refrigerator getting extremely hot on the sides and near the doors as everyone else. My fan motor is/was also making the squealing noise. Samsung told me it was not their problem and to hire someone to fix it. This is not a one time thing - there are enough of these same issues that this is a design flaw and a safety hazard. I'm vaguely concerned about catching the door seals on fire before I can have it looked at.

ANGIE of LAYTON, UT September 16, 2009

I have now been without my fridge for 15 days. I bought the unit the 7th of August 2009 and it lasted until August 30th. I have called no less than a dozen times and get different reponses everytime. I am now told that replacing the food is a curtesy and they will see if they can do that. Please Please Please do not consider buying anything Samsung produces. The units are nice (if they work) but if something ever happens you are pretty much on your own. Also there is no service tech for the state of Utah and I assume this is not the only state.

ken of troy, MO September 15, 2009

What a piece of sh#T! purchased a little over one year ago. Serviced shortly threreafter, for a loud fan noise. The repair tech. said he would be returning again as it was a common problem. I have since fixed the probelm ...(frozen fan) myself. Now I have a fridge full of spoiled food as this is a new issue. The fridge does not keep food cold. The salesman at Best Buy did not say a thing about the fridge. After seeing all of the negative publicity surely someone was aware. DO NOT BUY A SUMSUNG ANYTHING!

herb of fresno, CA September 10, 2009

refrigearator Service call paid for by me. A call to Samsung was placed on 8/18/09 to the Warranty co I was told that it would need to be handeled by executive Claims and they would return call within 3 days. 4 days later Aug. 24and no respose. I was told to call back following week. That next week i was told by ECU that parts would be covered. I informed her as the repair was significanty more than simply the parts that the labor too. She agreed and asked that I contact a local service provider and have them contact Samsung with info on repair. I contacted the repair shop ( Pauls Certified Appliance Repair ) They told me that Samsung needed to send them a service order. I said that they told me and he suggest that I get them on a conference call. It was 4:02 pst and they close the ECU dept at for but the agent said that they take 24 hrs to upload the notes on file. On Aug 25. Spoke with Sabrina in ECU and she again confirmed that would be covered as was part of sealed system. A service call for dianostics, which had already been performed was sent out? When I call to confim nature of the service call being incorrect I was only told rudely then by ECU-Eugine that he is making an executive decission and not covering the cost to replace defective sealed part. the aboce sequence of events reflects the horrible customer service and business practices. the responses to inquirys was never recieved as promised time and time again. Coupled with the authorizing repairs only to retract later is very unsatisfiying. I put in writing to the Manager of the ECU told that it would be 72 hrs and as of yet (over a week) still nothing from them as to why. They do not stand by thier product or word.

Howard of Montgomery, TX September 8, 2009

Don't ever buy a Samsung Refrigerator. It was the worst experience I have ever had with a major company. Got the run around form the "service provider", they don't do their own service" took 6-7 months to get a pull out drawer. Samsung service will delay you any way possible, if fact they will lie to you. Finally went to Lowes and threaten to report to the BBB and go to small claims court. Lowes wanted me to contnue to deal with Samsung, that's when I went off scale. guess what the problem was,,,a caster was missing from the draw. During this melee, I ask for the President's address. no problem said the "service provider", here it is. Obviously not the 1st time she had given it out. Did not bother to write.

Myra of Arvada, CO September 2, 2009

Bought new French door refrigerator Model 297AARS. The refrigerator is just OK but the Icemaker and water dispenser is a problem. The icemaker doesn't make enough ice for a 2 person household, and the icemaker throws ice all over the kitchen. The icemaker is loud enough to wake us up at night. We complained and a Service Tech came out and spent about 10 minutes to tell us the icemaker was working as it was designed to work. I then wrote to their Office of the President and got a phone call that basically told us the icemaker was working OK. If this is the way it was designed to work, their specifications for the refrigerator should warn that it makes loud noise and spews ice onto the floor. I wish I had read this web site before we bought it.

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