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userQNp6aGfgU3
Asteroid

Warranty exchange

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2 months...

My refrigerator warranty exchange was authorized a month after it broke. The only issue is that Samsung delivered my replacement to a delivery service that neither installs nor hauls away the old unit.

A month later and 1 time reaching the warranty department, 1 time reaching the exchange department and 4 (yes 4 times) reaching the executive customer relations department, all with email addresses, with guarantees that I would be contacted and that they would respond to my emails...

Not a single response...

My refrigerator sits where it has been for 3 weeks gathering dust.

No one at Samsung wants to take ownership.

Does anyone have any advice?

 

Casey

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Samsung Moderator
Samsung Moderator

Re: Warranty exchange

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Could you provide a transaction number that we could look into?  


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Samsung Moderator
Samsung Moderator

Re: Warranty exchange

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Could you provide a transaction number that we could look into?  


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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userQNp6aGfgU3
Asteroid

Re: Warranty exchange

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I was contacted by xpo logistics in San Jose. They informed me that they are solely an LTL ( no installation nor haul away ) service. There apparently a separate subsidiary that does. With each call I am informed that a company called KWI handles shipments to third party delivery/installers. KWI says that my refrigerator hasn’t been released to them. No one seems to know how my replacement wound up at XPO.

it got to them from Romaville Illinois( tracking #543 153 052

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Samsung Moderator
Samsung Moderator

Re: Warranty exchange

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I'm escalating this to our specialized team and they will be following up with you via private message.  


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Samsung Moderator
Samsung Moderator

Re: Warranty exchange

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Hello! I supervise escalations for our social media team. Can you provide us with the 414 transaction number or perhaps your phone number to pull up your account to check on this? 

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user3Sz7AzWj68
Astronaut

Re: Warranty exchange

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They are sorry, exchange process started June 9, 2018 and I'm still on hold for a representative that has no answers as to why I haven't received a replacement or refund

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