Complain about a product or service

Samsung Refrigerator

Seth of Burleson , TX August 31, 2009

I purchased a Samsung side by side at Best Buy on 4-28-07, model number RS263BBSH. I have read many of the complaints that others have had with their units and it is the exact problems that I have had and continue to have. I have lost a refrigerator full of food three times before I learned that the computer will not reset itself if there is a loss of power for less than the required 5-7 minutes required to allow the unit to reset itself, otherwise the unit will run hot allowing the food to spoil.

Another situation I have encountered is after setting the refrigerator temp to 36 degrees and going out of town for a period exceeding 3 days the water filter will freeze and crack. This has happened twice , the first time the filter stayed frozen until I discovered the problem and fixed accordingly of course everthing in the refrigerator froze and was lost. The second time I went on a two week vacation only to come back to a flooded house. The filter aparently froze again and a storm came through causing the power to go out, allowing the refrigerator to thaw, this allowed water to flow through my house for several days.

[Due to] this flawed Samsung refrigerator I am having to completely remodel my entire house. I am currently trying to get Best Buy to replace my unit and have been advised by the store manager that I will have to allow them several attempts to repair first . NO MORE SAMSUNG PRODUCTS FOR THIS GUY! Loss of food three times, Flooded house causing a complete replacement of tile, carpet, kitchen cabinets, home theater system.

christopher of kettering, OH August 28, 2009

bought a house with new samsung appliances - 8 mos later, ice maker no longer works, and freezer is not getting below 30 degrees

Achim of Sunnyvale, CA August 27, 2009

I bought the refrigerator brand new. It looks nice but it doesn't cool. The refrigerator temp doesn't get lower than 40 degrees and the freezer stays around 68! Called Samsung on 8/16/2009, 24 hrs. after I plugged the unit in for the first time. They created a ticket but now they are dragging their feet in "finding" a service center.

Even though I asked the rep on the phone how far the service center was away from my home and he said less than 10 miles, he managed to assign it to the wrong service center and they denied the ticket (reason: out of area) but Samsung never told me until I demanded to talk with a supervisor. Eventually she gave me the phone number of the service who declined the ticket.

I called them and they were nice enough to help and corrected Samsungs mistake. They contacted the correct service center and the service was set up. A repair technician was out now 4 times (08/27/2009). Replacing the main circuit board and several boards that make up the inverter unit. The refrigeratot still does NOT work. This is after two weeks now. I called Samsung every time! Each time I call, and give them the assigned ticket number, it is like I never called before and I have to tell them the entire case history over and over again.

Just now I got off the phone with "Executive Customer Service" and I asked them to replace this unit, which I bought brand new, with another brand new, but working, unit or refund my money (over 1,800). The excuse this time was that they can't process the exchange because their system is down until 9/1/2009. They promised to call back no later than 9/2/2009. I'll keep this comedy act alive by sharing the next excuse with you.

Now just imagine that: A company the size of Samsung can not process the exchange of a [bad] refrigerator for over a week because their system is down! I asked them to call the department that processes the exchange but they won't do it. They simply refuse to service their product. They will not do anything! I bought the new refrigerator end of July, plugged it in the first time on August 15, found out it didn't work and the nightmare began. Do yourself a favor and stay away from Samsung appliances. B.t.w. the service technician told me that before he came today he visited a customer who had a 9 month old Samsung refrigerator which showed the same problems! As of now I can only recommend to stay away from Samsung refrigerators. I read several other post claiming a DOA unit but I hoped it wouldn't happen to me. Spare yourself the agony and don't buy Samsung. Samsung Customer Service is the worse I ever experienced with any product I purchased so far. After this experience I will never ever buy anything made by Samsung again. They show the most disrespect of your time and business, they do not deserve even 1 penny of your hard earned money.

Kathleen of Los Angels, CA August 22, 2009

After comparing all side-by-side refrigerators and reading the ratings from a number of sources I purchased the Samsung refrigerator on 12/20/2004 from Best Buy. I have had no complaints until the refrigerator side recently stopped cooling.

When I went online to Samsung repair I submitted a repair order and got the name of a local repair service which I called to make an appointment. I had to leave a message and when they returned my call they basically said that they used to repair Samsung but don't anymore and said that I should contact Samsung again. I tried another repair service and they said that the single service person they had who worked on Samsung refrigerators was on vacation. The 3rd company I called finally sent someone. He seemed to know exactly what was wrong and told me that the back coil which was designed with the heating system within the coils had to be replaced at a cost of 500 and it was not covered under the 5 year parts warranty. When I asked him if he had encountered this problem before he said that all the Samsung refrigerators had the same problem sooner or later because of this bad coil design.

When I asked him if the refrigerator was worth the 500 to fix he asked why I would buy a Samsung in the first place. He said that Samsungs were basically very nice looking pieces of junk. He said that the ratings that they get are from people who like the way it looks and are usually initial opinions after first getting the refrigerator. He also said that the warranty on the replacement part was only 90 days and it was essentially the same part that went out.

So it seems that I have ended up with a 4.5 year old, 1700 piece of junk that is not worth repairing. I considered taking the risk and having the 500 reapir made and hope that it lasts but when I take into account a missed day of work and the aggravation I wasn't so sure. After reading the experiences of all the other posters on this site I am going to buy another refrigerator as soon as I can afford it.

Adrienne of Austin, TX August 18, 2009

Purchased a Samsung side-by-side counter depth refrigerator and the goofy company that installed it - another story - didn't notice that it was missing parts. (the tracks to guide the center bin in the refrigerator were missing and the drawer would fall out when we tried to remove food). The goofy company's deal was they don't deal with problems - the consumer deals direct. The products probably "fall off" the truck and they shave 300 off the price.

Anyway, then started my Samsung Customer Service odyssey. A couple of dozen calls, escalations to "supervisors" and six weeks later, I received a call from a parts supplier who promised to ship me the missing part. I was to call them to schedule installation when they arrived. No parts arrived. More calls - parts people said Samsung was to send the parts (?). Samsung referred me back to the parts people. You get the picture.

Called SEARS. They had a representative out to the house in a few days. We bought the parts - about what the savings had been on the entire refrigerator. They came a few days later and we were able to install them ourselves. We bought a service contract, too. I'll never buy from Samsung again.

Tom of Merrimack, NH August 17, 2009

I have Samsung RS265LABP Refrigerator that was 3 years old and started having problems, not keeping food cold enough and was making loud fan noises. After losing food 3 times ( now living out of a cooler ) I ordered a new refrigerator. Samsung could not fix the problem and to make matters worse said it wasn't their problem since it was out of warranty. I would strongly recommend that you buy some other brand and purchase an extended warranty 4 years or more.

Derek of Palmyra, VA August 12, 2009

I purchased a brand spanking new refrigerator form Best Buy, and it happened to be a Samsung pretty white refrigerator, with the pretty blue LCD display, since Samsung can make their refrigerators look so impressive. When Best Buy delivered it, I plugged it in, and it worked excellent. Since my kitchen cabinet was too big, I had to alter it so the new refrigerator can fit. Once I altered the cabinet, I had to unplug the refrigerator for only 3 minutes, so I can route the plug, and it won't get tangled with the waterline for the ice maker. After plugging it back in, the refrigerator never worked again, it lit up, but the temperature on both the freezer and refrigerator started climbing so high that all of my food spoiled. Called Samsung, and got the runaround.

Then I contacted Best Buy, and they took it back, then I purchased a floor model which was better than the refrigerator that purchased first, so I had to add another 300 dollars. I purchased the SAMSUNG RS2556SH, and it worked excellent until 2 years later. The same problem, the temperature is higher than my house on a Summer day with no AC on. all of my food again spoiled. Since my warranty ran out, and I didn't think that I would have 2 SAMSUNG refrigerators go bad in 2 years, the first only lasted ONE DAY!!!! I replaced the freezer motor, the freezer started working, then it stopped after 2 days.

I am hauling the pretty fancy SAMSUNG refrigerator in the trash, and I will stick to a trusted name when it comes to refrigerators. I have a friend that has a refrigerator for almost 40 years, since the 70's, and the refrigerator is still working till this day, and I called her today to verify, and she said that it's still working, and never had any problems. How is it that a GE refrigerator can work for almost 40 years without no problems, when I'm on my 2nd SAMSUNG refrigerator in less than 2 years, the first dying in one day!!.

Sabrina of Burlington, MA August 12, 2009

Samsung 26.0 Cu. Ft. French Door Refrigerator (Color: Stainless) ENERGY STAR® Item #: 51967 Model: RF266ABRS

I purchased the Samsung just over two years ago from Lowe's and after having water continually pool in the base of the upper fridge section just after 18 months of use, I called to Lowe's to schedule a service engineer to inspect the problem. It was evident from the observing the back of the unit that ice was building up and a new defroster element would have to be installed. The service Supreme Appliance came out and said they would order the part and it would be installed within a week. Three weeks later the service returned and installed the new defroster element and fan blower. Unfortunately, the service person did not stick around to determine if the fridge was working properly and left.

After a phone call, the advice was that the fridge should thaw overnight and be restarted in the morning when the fridge should come back on exactly why this wasn't the protocol before the unit was serviced is beyond me. Following several days of attempting to re-engage the unit it became evident that the Samsung was not going to cool down and work properly as the error code 88 kept appearing. So another week passed before someone from "service name here" returned to inspect the Samsung and order yet another part.

This Samsung stacks up poorly to an Amana side-by-side that I purchased over a 15 years ago and now resides in the basement as a back-up (thank goodness). The Amana has never had issues with properly working. It amazes me that the "modern" appliances from Samsung have such a poor record of performance considering that basic refrigeration hasn't really evolved much in over 70 years. I would stay away from this brand as quality is substandard. We have lost 500.00 in food, due to the Samsung refrigerator not performing properly.

Stephen of Ojai, CA August 10, 2009

Samsung quality and customer cervice is the WORST I purchased a Samsung side by side refrigerator [model# RS253BASB ]on Nov. 5, 2005 for the purchase price of 1486.14 at the Best Buy store in Oxnard CA. It has been trouble free up until March 21, 2009, when it started leaking water all over the floor. I called Samsung customer service, and they set me up for a service call from a factory authorized Samsung repair outlet. Repairs were made on April 8, 2009 for a new motor evaporator fan, two sensor switches, and a new computer board, at a cost of 443.00. The refrigerator worked well until May 4, 2009, when again, water was all over the kitchen floor coming from the fridge. The freezer side had failed [warm air coming out of fan vents] from a compressor breakdown. At this point I had to make a decision on whether to pump more money into very costly repairs [more than the samsung was probably worth] and I decided to replace it with a new conventional Frigidaire top freezer model. I have written repeated letters [no answer], and made phone calls to Samsung [got the "runaround"] BEWARE before purchasing from Samsung

seymour of denver, CO August 9, 2009

Samsung refrigerator with bottom freezer. Plastic in fridge section starting to crack within one year of purchase. Ordinary use but Samsung was just starting to make these and didn't quite understand that the plastic would be exposed to THE COLD INSIDES OF A REFRIGERATOR!!! They never helped beyond answering the phone. The drawers in the freezer are cracking also. We are keeping the fridge operational by the judicious use of silicone, mdf and duct tape. It's actually rather funny looking but that's the direction of manufacturing...down, down, down.

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