This is a problem fridge that Samsung knows about but is reluctant to fix

Unbelievably poor product - only thing worse than this fridge is Samsung's customer service - fridge stopped working correctly 4 months ago and still no refund.... Samsung's authorised service agents wouldn't even call out to check the fridge because we live 8 kilmotres outside their call radius of 50k's. They even suggested we return it to the store for assessment - the store is not only an hour's drive away, they have NO service department of any description..... and when I asked if they'd pay for the transport of this 200 kilogram monster, of course they said they wouldn't.

I BROUGHT A SAMSUNG SRS757 SIDE BY SIDE IN APRIL 06 AND I HAVE HAD THE SAME PROBLEMS AS PENTIUM PETE.MY SERVICE AGENT HAS FIXED THE ICING UP OF THE FAN BUT THE FRIDGE TEMPERATURE DOES NOT GO BELOW 8 DEGREES.IN THE LAST 3 MONTHS WE HAD TO DEFROST THE WHOLE FRIDGE EVERY WEEK AS THE FRIDGE STOPS WORKING AND NEEDS TO DEFROST TO WORK AGAIN .IT IS TIME CONSUMING AND EXPENSIVE TO UNLOAD A 750 lt UNIT AND TURN BACK ON AFTER 8 HRS. ON THE 12 th MARCH,MY SERVICE AGENT HAS TOLD US THAT SAMSUNG WILL RING US TO DISCUSS A NEW FRIDGE.I WONDER HOW THEY WILL TAKE TO RING?IFF THE CUSTOMER SERVICE IS AS BAD AS SA THEN WE NEED TO GET SERIOUS.

I bought a Samsung SRS758DP Side By Side Fridge just over a year ago and have had 4 service calls and about to ring up for the 5th service call. The main part of the fridge isn't cold enough. The freezer fan keeps freezing up causing a rattling noise and the freezer vent sget blocked with ice. The fridge does not work like a frost free fridge should. The service guys replace the fan that is covered in ice so the rattling noise goes away for a short time, but the evaporator coils continue to freeze up. Then you have to do a manual defrost. The fan is not the problem, I think the Defrost Element is the cause of the problems. The element is either not strong enough to do it's job or it's not programed to come on enough to defrost the coils. I am now starting wonder if there is a defrost element in the freezer.

We have had our Samsung for 3 years - it is just out of warranty and are experiencing the same problem. Samsung doesn't want to know about it and no one here will work on them. The Samsung authorised service agent is 45 minutes away and wants us to transport it to them! We ended up getting an air conditioning guy to look at ours because no one else would touch it. He discovered the problem with the fan icing up and is ordering a new fan but by the sounds of these posts this may not fix the problem. Is there some sort of board in them that controls the temperature? With this one the fridge temperature still reads 4 degrees even though it is sitting at about 18 degrees. Once the fridge is turned off and back on it registers the correct temp. We know of at least 3 other fridges in our area with this same problem (population of 2500 people)! Is it worth going to the Ombusman or Office of Fair Trading perhaps?

We had our fridge for 18 months before these problems kicked in. Quite innocently we called the service agent who replaced the brains (pcb) of the machine assuring us that he thought that would fix the problem. It did, for 10 days when the problem occurred again. On ringing the agent he said he would contact Samsung before sending a mechanic out. When he rang back he told us that Samsung was recalling the fridge and issuing a replacement. The agent collected the old fridge and we now await a replacement (He has loaned us an interim fridge to get us by) Our fingers are crossed.

I have to agree. 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.

i am so glad i am not alone!! i have had the exact same problem with my fridge!! every problem that has been said is exactly the same with my fridge/freezer!! i brought it november 2006 and have had it serviced 5 times since!
i wonted a replacement but they just kept fixing it, well trying,, i feel as though they are just waiting for my warranty to expire which is in 2 month!! so now i have been calling them every day for 3 and a half weeks and i agree SAMSUNG HAVE NO CUSTOMER SERVICE AND DONT KNOW THE MEANING OF A WARRANTY!! after being passed around and bad excuses made,, they now say they will replace it with a smaller fridge but i have to pay $1200. this fridge has a fault which samsung are aware of and they should have recalled it!! i advise anybody with this fridge to hand the matter over to consumer affairs and i to just like the above comment may have to go to the media unforunatly to help and find other srs757dp owners! i unfortunalty will never buy a samsung product again!!

I found this forum very interesting! I too purchased a SRS758DP model in November 2006. I have had the warming problem. That was fixed but the unbelievably noisy fan noise that occurs from icing up is almost too much to bear. I have had that problem attended to twice and now it is noisy again. I have rung the technicians again who have advised me this problem CAN NOT BE FIXED, so I am in negotiations with SAMSUNG for a replacement. They have offered me one, but it is for a 611 litre version which if you look on their website it states that they will replace the item with an equivalent item. A smaller fridge/freezer IS NOT EQUIVALENT!

I have contacted Business and Consumer Affairs in SA and they advised me to send a letter to them. If I do not hear back from them in that time then Business and Consumer Affairs will act on my behalf. I have faxed the letter to them so I know the date and time it was faxed and whether they have received it. I have also forwarded a copy of this letter to Business and Consumer Affairs in my state. If I do not hear back from them then I will get Business and Consumer Affairs involved.

I have had to wait up to 40 minutes on the phone before being able to speak with a consultant and not once have they contacted me back. I am always the person who contacts them. They have given all sorts of excuses that the paperwork was not faxed through to them and my file is empty, so I rang the technician on my mobile while I was on the phone to them and as they faxed the items through I confirmed with SAMSUNG that they had indeed received the paperwork. Only after this happened was I offered the smaller model replacement. I have not finished with them and I will not give up until I have a satisfactory outcome. Reader from SA.