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NQ70M7770DG Microwave Combination Wall Oven - No Power

(Topic created: 01-26-2022 08:13 AM)
userB60BcCqvYJ
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Kitchen and Family Hub

I've opened a repair order with Samsung concerning this issue over two weeks ago.  This oven is 3.5 years old (out of warranty).  I'm not satisfied with how that is going so far.

The issue started with the microwave making an awful smell, like something was burning, but no codes and it continued to heat.  Lower oven worked fine during this time.  A couple of days later, we had to use the microwave and it just stopped, no power to it or the oven and no display.  I checked and reset the breaker multiple times.  Opened a ticket with Samsung, detailing the issue.  A few hours later, a Samsung certified repair shop called me and set up an appointment 7 days later.

The technician arrived after shifting the appointment later in the day, twice, arriving after dinner.   First, he said the order indicated the microwave didn't work, but it didn't say anything about the oven.  Then he confirmed it didn't turn on (did not pull the unit out) and said they had already ordered the PCB, but it was on backorder and was expected the next week.  I asked if there was anything he could do to get the oven working again, and he said no.  That was a 10 minute, $100 service call.  They could have told me on the phone that they had ordered the part and would contact me when it was available.  Needless to say, I called 10 days later and they said they don't have an update on the parts, but would call me when they receive them.

Needless to say, we're on week three of no way to bake or microwave, and no confirmation of what the problem really is.  I can not find any similar issues on the internet and was wondering if anyone had any thoughts or suggestions because at this point, I want to troubleshoot it myself and get this thing running again (yes, I have appliance/electronics experience, but would have rather had someone else deal with it).

I'm also looking at just replacing the whole unit with another brand, so if anyone has dumped their Samsung for another model and is happier, I'd appreciate a recommendation.

Thank you!

 

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Anonymous
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Kitchen and Family Hub

Good afternoon. I understand how frustrating having your oven combo out of service can be. If you would please send your ticket number to the following PM Link, I will be happy to review your case.  https://bit.ly/39kTopa

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Anonymous
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Kitchen and Family Hub

Good afternoon. I understand how frustrating having your oven combo out of service can be. If you would please send your ticket number to the following PM Link, I will be happy to review your case.  https://bit.ly/39kTopa

userB60BcCqvYJ
Asteroid
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Kitchen and Family Hub

Here we are three weeks later, still no oven or microwave.  Lou was able to get things moving, somewhat.  The part the service center ordered (Main PCB board) and we waited a couple of weeks for was not the issue.  The second service tech actually was able to find the problem as a burned wire going to the noise filter.  Of course related part(s) needed to be ordered also and a service visit was scheduled for the following Thursday.  Shortly before the visit, they called to say Samsung cancelled the repair the day before and I'd be hearing from them within 48 hours.  I tried to contact someone at Samsung to get details and was told that someone in the "Concern Department" or the "Exchange Department" would contact me that day or the next (last Friday).  Today (Monday) is almost over and I have not heard from anyone at Samsung.  Chatting with them and calling them (which I had done both last Thursday) is so painful, but I will try again tomorrow.  Trying to get a phone number other than the main Samsung number is impossible, so if anyone has an email address or phone number for this Concern Department or Exchange Department, let me know.

Thanks!

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Samsung_Moderator
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Kitchen and Family Hub

I can definitely understand how frustrating this may be. As we would like to gather additional information and look at this from a case by case basis please provide the full model code and the serial number of the device as well as your best contact phone number, name, and email.  
 
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userB60BcCqvYJ
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How about an option to send you a PM or an email?  Sending a message on Facebook or Twitter isn't possible.

Thanks!

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Samsung_Moderator
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Just click on my name and then click send a message to send a pm.

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