Samsung Electronics Co., Ltd. Complaint - Samsung Refrigerator -- Horrible Customer Service
CARY, NORTH CAROLINA -- After 1.5 years of use, we noticed that our Samsung side-by-side refrigerator (Model RS267L, $1698) was not cooling properly. I went to the Samsung website to identify the nearest repairman (Day 1). The first repairman only came (Day 7) when I said my refrigerator was not under warranty (and paid the diagnostic fee myself) because Samsung owed him $11,000 for warranty repair work. His diagnosis was that the heater/evaporator was not working and needed to be replaced under the 5-year sealed system warranty – he said that if I would get the part from Samsung he would replace it for $350. Meanwhile he de-iced the unit and told me that it would cool properly for a while. I called Samsung (Day 8) and they said that they only ship parts to authorized repairmen and the Regional Service Center needed to work out the payment problem with the repairman and would call me. They never called back. Day 27: called Samsung Executive Customer Relations (ECR) and they assigned another repairman. Day 36: Repairman #2 came after I called him myself. Immediately he said that the unit was not repairable and called Samsung – they originally promised an exchange but then said they would have to refund my purchase price.
Day 37: faxed and uploaded my sales receipt to Samsung; called Samsung ECR and representative told me that they had my receipt and that it would take 7-14 business days to issue my refund. Day 43: received a call from Samsung Refund Department – she told me that my refund would only be for sales price, not tax or delivery fee and that it would take 14-21 business days for the refund to be issued once I sent in the serial number plate (which I sent certified mail the next day). She also said that immediately before the check was to be issued I would need to send them the cut-off power cord.
Day 72: called Samsung to ask about my refund – was told that the check was issued that day. Day 75: received the refund check. I have never had a problem like this with any appliance that I have ever owned! I feel truly victimized and will never buy another Samsung product!
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