Samsung And Sears Maintenance Agreements - Samsung Refrigerators and Sears Maintenance Agreements
Our new Samsung Refrigerator died after 4 months of service with an error code and will not cool. We had gone on a three day weekend trip so all food inside had to be thrown out. I must state that the refrigerator sat for over six months due to delays with the contractors because of rain, parts, etc.
Unfortunately this Samsung refrigerator appears to have major and recurring problems as evidenced by numerous issues (hundreds) that other people are having with cooling or with water/ice build up etc etc. These reports are coming in daily and we should have researched better, but when you are in the store looking at a brand you think you trust.. Think again (just look at online reviews for Samsung refrigerators).
I have Two Samsung TV's that were purchased at Sears and have been great. This is the reason we looked at and purchased this refrigerator from them. I can assure you and Samsung that we will never buy another refrigerator from them. It is highly likely that we will never purchase anything from them again. Their (Samsung) customer service was a joke at best and the lack of real assistance totally surprised us. In other words, a frustrating waste of time!
We immediately called Sears where we had purchased a multi-year service agreement (great?). After a bit of time and long discussion we were told 3 weeks is the earliest someone can look at the unit. Has anyone else been without their fridge for 3 weeks lately?? We are sure from all the articles online that parts will have to be ordered and that will take more time. I tried to talk with the customer service representative and others again to get it looked at sooner but no luck. (gee, thanks Sears.. I ran to the store to purchase a large ice chest and small refrigerator.) I have maintenance agreements on my washer/dryer through Sears that were serviced within a week when we lived in a major city. Interesting how things can change.
We will see how this story plays out but I am completely dismayed at how little the manufacturers care once they have your money.
I understand Samsung is the main problem since they have known issues with this larger new refrigerator. Unfortunately Sears is becoming a major issue with the amount of time they are taking to get someone out for the initial service call and their inability to offer any other options or concern. We will see if we renew any of our maintenance agreements after all of this plays out. More updates as this progresses.