My advice is to reach out to the Samsung moderators (like at the top of this form you see MOD SamsungLarry) in this form. i messaged several of them like 5 or so and one of them took over my case and helped me. And Local News.
this will be a process and with take some time and patience. expect at least 2 months. i had to endure a tech coming out and make a diagnosis without any tools in less than 5 minutes. then i feel they tried to railroad me out of my claim (Tekniton = worthless). i pressed that i was promised a thorough inspection and never received it. Samsung sent another company out but the ticket was set up where i was to pay. The customer service guy lied and said i would not have to pay. And I also had to have a safety recall completed before they would come back out.
I was to the point that I was asking for corporate contacts to inform them of my issue and atrocious customer service experience. Via google, I found some Samsung corporate email address and began emailing them.
I also reached out to a local News station to see if they would be interested in having one of their investigative reports pick up the story. Like an “On your side” team or the ones that go after fraud and scams.
I don’t believe there is a fix for this problem, one appliance repair said they didn’t know of a fix for this model but then they were the ones that show up without tools. The second repair company (the one that didn’t arrive because they were looking for payment from us vice Samsung) didn’t respond to my question. I had called their tech twice and left a message asking if he had ever fixed or know of a fix for this problem on this model. I never got a response.
In the end, I don’t know what triggered a Samsung moderator (possible corporate) to contact me and offer a substantial refund. Of which I accepted. I was very cautious and nervous about signing the terms of the acceptance form – didn’t want it to turn out like the poor service I received thus far. But in the end, Samsung kept to their word and paid the refund that was offered. Don’t give up until you are happy with some form of compensation.
If they had not done right by me, you would have likely heard about this on the news. But it did not get that far.
