Poor customer service and lies
COLUMBUS, OHIO -- We purchased a Samsung RS2577BB refrigerator on 1/18/04 from Best Buy. We did not have it delivered until approx. August 2004 because our house was being built and we did not close on it until the end of August.
The fridge worked until approximately 3/23/07 when refrigerator side stopped cooling correctly. We contacted Samsung which told us it was out of warranty, but they provided us with the contact info for a "preferred" authorized repair company that was local. The repair company came out on 3/28/07. Once they arrived they said that they were not sure what the problem was & called Samsung to see how to proceed. They were told to replace the sensor and did so. This only helped for about 4 hours so we had to call them back again. For weeks the tech at the repair shop talked to Samsung via phone and email to try to find the problem and finally they were told that it may be the thermal fuse in mid-April. We went over 2 weeks without a working refrigerator. Finally on 4/16/07 the repair company came back out and replaced the thermal fuse. Within an hour of the tech leaving we had the same problem and in addition the freezer also stopped working properly. I called the repair shop again and they expressed their concerns with Samsung because they said they were not getting return calls or emails. They said that Samsung was being very vague when they did get someone and they were being told that they (Samsung) really had no idea why the refrigerator was not working properly. They suggested that I call Samsung directly. Samsung confirmed that the repair shop had called several times and their technical support and customer service stated that they could only think of those 2 things as potential problems with the refrigerator and that they were at a loss. They suggested using another repair company even though they admitted the other repair shop would also call them with questions so it made no sense to do this. It would also mean an additional service fee on top of the $236.88 we had paid the repair shop we were currently using. I said I would just replace the refrigerator and they said it was fixable and they would work with the repair company so I waited. Over the next month things continued to get worse and when we called Samsung they said they would replace the refrigerator. They worked with the repair shop to issue us a SAW number which was supposed to be what was needed for a replacement since nothing was now working properly. By this time, I had bought a small little refrigerator from Home Depot just to have some refrigerator space for milk and other essentials. Melissa in customer service said that they issue was being sent to Executive Customer Service and we would not have to do anything else because we would get a replacement. When we didn't hear anything else after a week or so, we called back only to be told that they had decided not to replace the refrigerator and they would continue to work with the repair company to try to fix it. Finally we did get some support from Samsung and the repair shop came out again on 6/26/07 AND 7/9/07 based on info provided by Samsung to do more "repairs". They replaced the main board and then the freezer sensor and something else, yet they still could not get the refrigerator to work correctly. Finally a new Central Regional Service Manager stepped in and we were told that we would get a replacement. After sending over our receipt as requested, we were told by a CSR that they no longer did exchanges through Best Buy so we would have to get a refund. We were not totally happy about that, but we just wanted to get a new refrigerator. However, they later told us that they would only give us a little over $400 even though we paid $1441.11. This just covered the costs we had already paid in repairs and didn't even cover the $320 we lost in food. Now no one is responding. Buyers beware. We have been treated so poorly that it sickens me. I understand that the fridge may not be under warranty any longer, but do not make promises then back out. Also, they badmouth even their "preferred" authorized repair shops. Lastly, it has taken 4 months to even get this far. We are disgusted with the service and the lies. We will never buy from Samsung again and we are techies that buy a lot of electronic items. They need to stand behind their products and what they say. To drag this on for months has really left a bad taste in my mouth.