I have to say, Sears technicians that are certified to work on Samsung ice maker, and then some, have literally printed the Samsung Bulletins and worked directly from them. That said, people do the work, not the bulletin instructions. I am done with this issue. Life is too short and Samsung is too big for their britches. They need a good lawsuit for misleading consumers, and further, training CSR on the phone to DENY the problem exists and discouraging warranty service. At least that was the case with my first and second call a year ago now. Best of luck to all!
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Hello, I just had my 5th certified samsung service tech (from a Sears contract) come out to say now we need a new, 'redesigned' fan that solves the air temperature not remaining cold enough to keep ice in 'cubes'. We bought our Samsung new from Home Depot November of 2014. Within 3 months we thought it was really slow to dispense, and the ice was rarely 'cubed'. My son prefers crushed, so wrote it off as stalemate. We would just get clumps then a few cubes, with a little water to boot. My first call to Samsung customer service was 2 weeks within the one year warranty. I was advised, by the technician, after walking through a clean and reset by phone, that if there was ice coming out, then it is not broken. He was happy to schedule someone but it was going to cost me upwdards of $500 just to be told 'if it makes ice it is not in need of repair'. So, chalked it up to Samsung makes a crappy in door icemaker. I told the rep on the phone the same thing. He was not amused. So one month later... the problem with water dripping constantly from the ice chute, clumped, crystalized ice that took eons to come out, was worse. I called Samsung again to be told it was out of Warranty. Yes, two weeks ago and I called a month ago! 'Sorry, but we can refer a certified technician to schedule a visit, but bare in mind we will not cover your unit.' I bought bagged ice. I brewed about this and after another 2-3 months decided to find a certified tech to come check it out. Sears, they have certified Samsung technicians, and offer 90 days of warranty for the repair. They will return at no charge and remedy until it is fixed (as long as it is the same problem). I have to point out, and this is VERY IMPORTANT, each technician arrived with a printed BULLETIN from SAMSUNG SERVICE that outlined step by step what to do to repair this KNOWN problem. The first fine gentleman has been with Sears for 30+years. He tells me Samsung used to replace these problem Refrigerators (bad ice makers specifically) at no cost to the consumer. That was costing them a mint. The dirty truth is that each time a service visit is made, they are told to only do one step per visit. My 4th technician suggested replacing the main unit/augger and that I buy their 1 year warranty that covers the whole fridge and ice maker. Sold. Now I am out over $500 in repairs, trip charge and parts. 3 weeks later, had to schedule repair, again. Which brings me back to the first remark...the 5th service tech this morning tells me about the fancy new fan design that had to be ordered. Next appointment is in a week or two. Still have bagged ice in the freezer. I mean I am slow sometimes, but I think it's reasonable to just keep bagged ice around. I expect that my next repair will be the last, then I will get a new LG Refrigerator under my current contract and just pay the difference as is necessary! If anyone can recommend the proper channels for recovering my losses from Samsung, I am all ears. This behavior from a major appliance provider is shameful.
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