First I need to say that I am totally surprised by the understanding and actions of Samsungs customer support with regards to my issue. I have never experienced customer support of this poor a level from any company of any size. Coming from a company the size of Samsung is mind numbing. Totally unacceptable.
Reference number for this issue is 1148096108.
On 12/11/24 I placed an online order with Samsung (SA159692140) for a Bespoke 4-Door French Door Refrigerator, Besp[oke 6.3 cu ft Smart Slide-In Induction Range and a AutoRelease Smart 46dBA Dishwasher with installation for all. RXO delivery crew showed up to deliver these items on 12/20/24. When they came to my door one of them informed me that the dishwasher was damaged and I could reject delivery of it if I did not want it. I did just that and they told me they would report it as refused at delivery. I asked them what I needed to do and they told they would report it as not delivered and I needed to contact Samsung about a replacement. They did not report this as refused, but reported it as delivered.
Before I was fully aware of what was going on with the damaged unit and how it actually should have been handled, I called Samsung as I was instructed by the RXO crew and was told by Samsung phone support that I should purchase a replacement unit and that one would be reimbursed. I did just that and placed a new order (SA050809516) for another AutoRelease Smart 46dBA Dishwasher on 12/20/24. That unit was delivered on 1/2/25.
I have paid for both of these units because I was told initially by Samsung phone support that this was what I needed to do to get the replacement. I now understand that Samsung/RXO should have requested a replacement for the damaged refused dishwasher and I should not have had to pay for it as well as pay for installation again. However, that unit was not reported a refused at deliver and was actually reported as delivered even though it was never in my house. If it is of any assistance in getting this resolved one of the installers called me when they were in route on 12/20/24. Name and number are <hidden>.
I expect to receive a full refund for one of these units as well as a refund for the installation and haul off costs for the seconds given that was already covered in the original order.
Sounds more like an RXO problem than a Samsung problem as RXO reported it delivered. I believe Samsung was correct to charge you for the replacement and the installation as according to their records, received from RXO, it was delivered and installed. Just my two cents.
You obviously cannot read or understand the issue any better than the support people I'm dealing with. I purchase a dishwasher and pay for it. It shows up damaged and unusable. Rather than replace that with a functioning dishwasher as any professional company would do, I'm told I have to buy my own replacement at my cost? RXO is as useless in resolving this issue as Samsung is. If you can't understand the issue then why bother commenting.
