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| ImAnAuSSie |
Member since:
06-Aug-2008 |
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Samsung have NO CUSTOMER SERVICE and DO NOT GIVE WARRANTY
Category: User experience of Fridges & Freezers - User Experiences
Posted by: 7-Aug-2008
Samsung does not know what customer service is.
I bought a Samsung fridge/freezer SRS757DW in January 2006 and have had nothing but trouble since. The unit had a 2 year Samsung warranty and I purchased an additional 3 year extended warranty with AIG. I first had to call Samsung in April 2006 due to the freezer fan icing up. Samsung service agents attended to fix the issue only to inform this was a known problem caused by a design fault. Something to do with the hardwired defrost time on an internal chip having been set up for too short a time. It was at this time I found out the unit had only been on the market in Melbourne for 4 months, from October 2005 to January 2006. I can only presume this was because Samsung became aware of this unfixable fault. Although I manually defrosted the fan on at least 4 other occasions by turning the unit off when the freezer was virtually empty, I have also called Samsung 5 more times to rectify the problem when the freezer was full. On each occasion the service agents, as well as defrosting the fan, also applied design changes, including fitting a newly designed internal rear plastic panel. Nothing has helped. Every 3-4 months the fan ices up and has to be defrosted.
The last time I called was in June 2008, this year, 6 months into the extended warranty period. AIG sent out a different service agent who immediately told me he had attended numerous called to this model fridge/freezer and AIG were negotiating with Samsung to have the units replaced. However I have since been told by AIG, that they, AIG, will no longer honour the extended warranty due to the fault having been known to Samsung prior to the extended warranty period commencing, i.e. there is a clause is the contract which allows them to do that.
On contacting Samsung I am now told it is not their problem as it is no longer under warranty. I am about to take the matter to Consumer Affairs, and may offer the story to the media to find other SRS757DW owners.
I realise this doesn’t help you but there are lots out there who have the same problem. I did read a comment from one owner who said she left the freezer door open for about 30 minutes every 6-8 weeks depending on how often the fan freezes up. I can also pass on that it only takes the unscrewing of 4 screws to remove the rear internal cover and a further 2 screws to be able to take out the fan. Once you have taken the fan out it can be defrosted, the ice removed, under running water and refitted.
MY ADVICE – DO NOT BUY ANY SAMSUNG PRODUCT BE IT A FRIDGE, FREEZER OR OTHER PRODUCT AS THEY HAVE NO CUSTOMER SERVICE AND DO NOT KNOW WHAT THE WORD WARRANTY MEANS.
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Comments
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| Julianne Suanders |
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Boy...you are really annoyed with Samsung. Judging by your comment, I can really understand why and though Samsung is not so bad on the service front when it comes to mobile phones, it can really get frustrating when it comes to white goods like refrigerators and the air conditioners. In fact, I think you can really get the money back from them for these products and just choose another brand all together. Some worthwhile products of Samsung are featured at www.myshopping.com.au/PT--31_Mobile_Phones_Samsung__fs_104_e__ but yes, according to the feedback posted by you, I am going to think a few times before ever considering buying a Samsung refrigerator!
Posted by: 12-Aug-2008
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| midnightlust32 |
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i know we have the same problem but now they offer prorata exchange which means we get a smaller fridge for exchange of the SRS757DW samsung god dam faulty fridge the new one offered is a srs609 611 litres not much of a deal and on top of that theres no warranty.
Posted by: 12-Aug-2008
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| amyL |
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I am having the same problem with the same fridge, I am getting a new fridge after spending nearly 3 months without one (very fun with 2 young children and trying to run family daycare from home). I did ring consumer affaires and they were great! I got store credit back and am now getting a different brand. It is up to AIG to replace the fridge and sort it out with Samsung. I know of 7 fridges in my town all with the same problem. AIG will tell you that it is Samsungs problem and Samsung wont tell you anything. All I can tell you is RING CONSUMER AFFAIRS.
Posted by: 25-Sep-2008
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| Fiona.J |
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Hi. I am having the same problem and have lodged a formal complaint to Samsung. I doubt this will get me anywhere though. I am very unhappy with the smaller replacement offer and not sure what to do. Samsung have been shocking to deal with and have not treated me very well at all. Grr. Fiona J
Posted by: 3-Oct-2008
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| Conyle |
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I don't have your exact same problems with the fridge however I'm having exactly the same problem with customer service from both Samsung & AIG. I have been without a fridge for 4 1/2 weeks (also with 2 young children) and have been ringing constantly chasing up what is happening. I also keep getting told by both parties that it's not their problem even to the point where AIG would no longer take my calls!!! Yes, all I can say DON'T BUY A SAMSUNG PRODUCT OR EXTENDED WARRANTY IF IT'S THROUGH AIG. I finally got a result this evening after advising that I was lodging a claim with Dept of Fair Trading this afternoon & I had sought legal advice, only to find that when I rang The Good Guys who received the notification to provide a replacement fridge, that the amount that was being provided to them for a replacement fridge was less than what we paid for the fridge - again ripped off!!!!!!
Posted by: 13-Feb
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| Consumer Cath |
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Wow, you folk are LUCKY!! I've now been without a fridge since August 2008 - that's 6 MONTHS! Have had 2 different service agents attend numerous times - the first refused to attend to a Samsung product ever again and the second has been tearing his hair out. Supposedly I have been put on a priority list but that was 3 weeks ago and I haven't heard a thing since. I intend to contact Dpt of Fair Trading tomorrow. If anyone is interested in some kind of group publicity / complaint please post your ideas here. It is appalling that a supposedly reputabgel company can get away with this.
Posted by: 16-Feb
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| Fiona.J |
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Hi everyone,
this is an update on my situation from last year. I lodged a formal complaint and DID NOT GIVE UP. Samsung finally replaced my fridge with one the same size to the retail value of approx $4000. I paid $2000 for the original one. I called Samsung every week for months - they realised that I was not going away!
This is one of the emails that assisted.
EMAIL
Can you please forward this whole email to management as a formal complaint.
I do not believe that Samsung is accepting full responsibility for this matter or treating customers accordingly.
I called again this morning and was advised that Samsung can only offer a store credit to the amount of the original purchase or the 611 Litre replacement. As I have previously explained I do not think that this is a fair or acceptable response.
The fridge that would be a suitable replacement would be the Samsung 768L side by side W913 x H1781 x D776mm. Our kitchen was actually built to fit this size fridge.
I have had a much more positive experience with another company in regards to a similiar situation.
For example, a few years ago when I experienced problems with a whirlpool dishwasher, Whirlpool acknowledged the inconvenience to me and on top of replacing the faulty dishwasher they offered me other products at 40% of the retail cost for a 12 month period.
I feel that I am now disadvantaged by this whole situation including:
the cost of the food lost when the fridge broke down
the inconvenience of months of having it fixed and breaking down again
the difficulties involved in dealing with Samsung (time and stress involved)
being forced into accepting a product that is far inferior to what I originally purchased.
If this is Samsungs approach and loyalty to their customers, I certainly would never purchase another Samsung product and would advise others regarding my experience.
regards,
Fiona Jackson
Posted by: 1-Mar
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| Min_min |
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Samsung is a Korean based company they don't see warranty as we see it. What’s customer satisfaction, they might ask. Recently I've had a real bad experience with them now I will never buy another samsunk and advise others not too... never.
Posted by: 21-Mar
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| kimmy |
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I have same problem with a samsung fridge saldy motor replaced twice and now our warrenty is out so we are stuck with a fridge we have to defrost every 4 weeks the noise is huge like a helicopter taking off,Samsung fridge/freezer SRS757DW ,This was our dream fridge ,and no one will do anything even the places to fix the fridge wont come out and fix it,because they know the fridge and the model number and wont touch it,sayng its up to Samsung to replace it.$2,500 our dream fridge and nothing but dramas my old faithful fridge i brought for 100 is still running as our beer fridge ,,and never been fixed in ten years ,this new one we had problems from day one and now stuck with it.Samsung have lost us ever buying a samsung product again and telling everyonbe we know.
Posted by: 22-Mar
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| Fiona.J |
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Kimmy and others!
DO not accept the situation. Lodge a formal complaint as I did. It was a lot of work but they finally replaced my fridge SRS 758DP with a new one to the value of approx $4000. See my complaint above. posted March 1. They were just glad to get rid of me I think.
Good luck.
Posted by: 27-Mar
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| Mark10405 |
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Hi ya, yep same product and same customer service issues, every time I have called Samsung, I have spoken to some monkey on the other end only for them to put me on hold, This is the thing I have never been able to be put through to anyone who could make a decision or take my complaint as I seem to be on hold up to an 45min with no joy.
Well my next step is the Dept of Consumer Protection as this is extremely poor service......I will keep you all updated.
Mark.
Ps I really should not call the call centre operators "Monkeys" as we all know one can train monkeys.
Posted by: 6-Apr
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| Fiona.J |
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HI Mark,
I did get put through to supervisors/managers but I often waited up to 40 minutes too. I demanded contact details to lodge my complaint and did end up with a couple of email addresses. After I received the replacement fridge I lodged another complaint and a compensation claim for loss of food but of course had not had a reply as yet. I only found out by accident about the option to claim for loss of food. Nobody from Samsung ever advised me regarding this option even though I had explained many times that we had lost a lot of food. I spent a couple of hours nearly every week for months chasing up Samsung - it's incredible. I wonder how old your fridge is as I think it gets even harder once it is out of warrenty, even though it was breaking down during. I would be interested to see what happens with the Dept of Consumer Protection. Cheers, Fiona
Posted by: 17-Apr
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| Fiona.J |
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HI Mark,
I did get put through to supervisors/managers but I often waited up to 40 minutes too. I demanded contact details to lodge my complaint and did end up with a couple of email addresses. After I received the replacement fridge I lodged another complaint and a compensation claim for loss of food but of course had not had a reply as yet. I only found out by accident about the option to claim for loss of food. Nobody from Samsung ever advised me regarding this option even though I had explained many times that we had lost a lot of food. I spent a couple of hours nearly every week for months chasing up Samsung - it's incredible. I wonder how old your fridge is as I think it gets even harder once it is out of warrenty, even though it was breaking down during. I would be interested to see what happens with the Dept of Consumer Protection. Cheers, Fiona
Posted by: 17-Apr
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| SharonM |
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Since our experience with Samsung several years ago we have never purchased another Samsung product even though they have been recommended to us by sales staff. We tell all our friends not to buy Samsung. Considering some of the purchases we've made over the last 7 years, Samsung has lost a lot of business from us. Never buy Samsung!
Posted by: 20-May
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| Alanah Mc |
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Hello fellow Complainants
My refrigerator stopped operating, at Christmas, only the light remained on, at first I thought the melted freezer was my error (door not closed correctly). My call to Samsunk gave me some useless phone numbers, but through initiative and persistence I tracked down and spoke to a repairman, very helpful and fixed it asap. The store, Domaine in ACT, allowed me a replacement bar fridge while the other piece of crap was out of action. That's the only 'good' news.
I had to call Samsung "3" times to get their appropriate forms sent out to claim for food spoilage. I do not have a land line so all calls are recorded on my mobile account. I telephoned several times to enquire about the re-inbursement, one call I was on hold for more than 50 minutes, I was on the mobile, and had to hang up and call again. I eventually re-received another set of forms (identical to the completed set sent in by express post). I cannot find an email address on their website, and I will not waste more money and frustrated time on the telephone so Consumer Affairs are my next course of action. Then the Media.
I enjoy going into shops and warning potential purchasers OFF SAMSUNK. My real problem is with the incompetent, inefficient, unproductive, untruthful staff that answer the phone. Obviously SALES is the priority not Customer Satisfaction.
Alanah Mc
Posted by: 26-May
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| B&B |
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Samsungs CUSTOMER SERVICE IS ABYSMAL. They grab your money and don't provide a basic level of customer service. They don't answer the phone and I have even lodged a matter in court and they don't care. Seriously look at another manufacturer before you comit to buying anything Samsung. My court date is coming up and going to let it rip. THIEVING companies need to stand out. I have a lot of samsung products and I have got a horrible feeling after my first problem. BAD BAD BAD
Posted by: 26-Nov
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