Bought a Samsung RF27T5201SG_AA refrigerator March 13 2021, It was delivered April 23 2021.
Saturday, October 26 2024 we discovered the freezer quit freezing so I called Samsung and was told by the representative that it would be $100 for the "diagnosis" and parts and labor would be covered. She also said I would be contacted by their third party service company.
I then received an email from samsungcare with a ticket number.
Monday evening October 28th I called the samsungcare company hoping to schedule the service appointment. Their representative said there would be a $140 visit fee that must be paid before they would even schedule the appointment. Additionally it was requested to be paid via a link to "square" which I do not trust using.
I was told by Samsung it would initially be $100 so isn't that what it should be?
Samsung did not stand up to what their rep told me and I was forced to pay the $140 before they would even schedule an appointment.
First we got a diagnosis (not an attempt to repair in any way whatsoever) which for us took 8 days to get. 10 days without a refrigerator, 10 days with no attempt to repair. This person decided what kind of repair was needed and scheduled a repair FOR 7 DAYS LATER.
The repair person came (after 17 days without a refrigerator) and left saying if that doesnāt fix it, itās an internal issue that canāt be fixed and Samsung will replace the refrigerator.
The next day the temperature in the refrigerator was 64 degrees and the temperature in the freezer was 67 degrees. THIS REFRIGERATOR IS ONLY THREE AND A HALF YEARS OLD. So I call Samsung and they say, no, the repair person is wrong, another repair person needs to attempt to repair or determine it canāt be fixed. Then there may be a replacement or refund. AND another repair needs to be scheduled with their third party repair company. THEY SAID THE SOONEST APPOINTMENT IS 13 DAYS AWAY. 31 DAYS WITHOUT A REFRIGERATOR.
Told $100 and didnāt honor what was told. No attempt to repair for 8 days. Told would be replaced if didnāt work and instead said another repair is needed. Refuse expedite and instead schedule for two weeks away. Forced to take off work for a third time. Numerous painful hours on the phone.
What can I do to remedy this in a more acceptable expeditious manner?
What forum do I post this to remedy? The only thing I've been able to do so far is over the phone with Samsung and that's worthless. They give false information that they don't stand behind, sluff you off to the third party repair company as if it's not Samsung's responsibility but rather the third party repair company's and neither Samsung nor the third party repair company cares. Ultimately they'll remove this from here so where else can I post it?
