Samsung Is Not Willing to Replace The Fridge

Lmutnyi2001 on 04/11/2017 - 22:21
Last edited 05/11/2017 - 09:43

Wanted to ask for an advice in my situation.

I bought a Samsung fridge around 2.5 years ago and the handle of it has become faulty for a third time now (I can't open the fridge without applying excessive physical power). Even though Samsung keeps replacing the door after assessing the problem and offers the third replacement, it becomes a sort of nuisance. Beside that, I think if the handle keeps breaking there is a reasonable assumption that the replaced version will break again. That is against the law provision that the purchased item should function the way how it is intended it should.

I've tried to negotiate the replacement of the model but the case manager says it is a minor problem and that it is not a common problem of the model.

So, the questions are:

  1. Is it reasonable in your opinion to demand the swap of the model on the similar one or demand a full refund from the legislation prospective?
  2. If yes, what is the best option to appeal on the actions of Samsung, such as the names of the authorities, any relevant costs, and chances to win.

I will be thankful for your comments as they may save heaps of time and energy.

Electrical & Electronics

Comments

  • hmac on 04/11/2017 - 22:40

    Correct me if i am wrong, but is the fridge not out of warranty? only the inverter or motor or whatever still has warranty but everything else is out of warranty. It is up to Samsung if they want to give you anything but they honestly don't have to.

    One of our glass trays broke out of warranty and they sent us a replacement. Just depends on who you speak to

    They are not obliged to do anything for you out of warranty

    • Amaris on 04/11/2017 - 23:20
      +4

      As a fridge is expected to last more than 2.5years Samsung ARE obliged under consumer guarantees to fix this issue.

      • qwerty on 04/11/2017 - 23:57
        +3

        Since a door handle will be classifed as minor he can either get it repaired by Samsung again or get someone else to fix it and send them the bill - id go for that option since they tried multiple times and it keeps breaking .

      • whooah1979 on 05/11/2017 - 09:14
        +3

        Samsung ARE obliged under consumer guarantees to fix this issue.

        the supplier is offering to remedy the fault by repairing the handle. that sounds reasonable.

        someone not accepting the remedy by wanting a new replacement item or a full refund isn't being reasonable.

  • langitbiru on 04/11/2017 - 23:01
    -1

    make the story big everywher in social media, esp samsung page, let the whole world know… then you might have a better chance, just keep complain8ng on social media. thats what i think, but i might be wrong…

  • [Deactivated] on 04/11/2017 - 23:19
    +5

    So, if not "physical", what type of power should open the fridge - mental?

    • ajh on 04/11/2017 - 23:36

      This

    • whooah1979 on 05/11/2017 - 09:18

      psychokinesis power. how marvellous.

  • qwerty on 04/11/2017 - 23:58
    +1

    https://www.accc.gov.au/system/files/Electrical%20%26%20whit…

    Minor issue = repair or replace , you can go get someone else to fix it and get samsung to pay the bill , you wont get a full refund on a 2 year old fridge with the only problem being the door handle .

    • [Deactivated] on 05/11/2017 - 00:15
      +3

      Three times though, that is pretty excessive.
      They replace it roughly once a year, how many more years will they keep replacing it for?

      • whooah1979 on 05/11/2017 - 09:20

        Three times though, that is pretty excessive.

        a household full of strongman and woman?

      • mutnyi2001 on 05/11/2017 - 10:03

        You've got the point, Drew22. Thanks

  • spackbace on 05/11/2017 - 02:58
    +5

    Get them to fix it and be thankful it's not the compressor.
    Don't demand a whole new fridge for something that's easily fixable… Cmon now

    • tomsco on 05/11/2017 - 07:08
      +1

      I guess his thoughts are they are only able to do a band aid fix. Could be that when it breaks in 6-12 months, what happens when they say they won't fix it as it's out of warranty.

      • mutnyi2001 on 05/11/2017 - 10:06

        Exactly right, tomsco. This is what I've been thinking about too.

  • [Deactivated] on 05/11/2017 - 09:16
    +2

    Ofcourse you have to open a fridge with physical power…….

  • Savas on 05/11/2017 - 10:20
    +1

    I would try to get a refund, ask the store or a Samsung service center. I doubt legal action would get you anywhere, be civil and ask them nicely. Let them know their crap quality is contributing to landfill.

  • BertieBrown on 05/11/2017 - 10:49
    +3

    This is a tricky one indeed, b/c I can see both sides of the story in that it is a minor fault but it is also a recurring fault that if the handle did break after a time when the fridge was out of warranty the fridge would presumably be inoperable? How do you open the door without the handle, considering the suction of the door? What part of the handle is breaking? Is it the bolts or fixing holding the handle to the fridge or the handle itself coming apart?

    • brokenglish on 05/11/2017 - 13:19
      +1

      ^ this

      Beside that, I think if the handle keeps breaking there is a reasonable assumption that the replaced version will break again.

      … the case manager says it is a minor problem and that it is not a common problem of the model.

      There is also a reasonable assumption that the fridge was opened in uncommon way?
      How many people are using the fridge? Are they all opening the fridge the same way? Where is this fridge located?

      • mutnyi2001 on 05/11/2017 - 16:00

        Can I know please where that reasonable assumption for the uncommon way of opening comes from? Moreover, the purpose of the official assessment of the fault, which has been conducted on every occasion, is to rule out/confirm the damage caused by the consumers.

        • HighAndDry on 06/11/2017 - 10:38

          Google for others with similar problems with this model. If you've had the handle replaced 3 times now - unless ALL THREE were faulty, which would be pushing the limits of statistical improbability - and there isn't an epidemic of others with the same/similar issue - then the only remaining variable is how the fridge is being used/abused.

    • mutnyi2001 on 05/11/2017 - 15:54

      The handle is built that way when you compress it it deactivates the suctioning mechanism (which is not working, hence you need to apply extra power). Besides, the only way to fix the problem is by replacing the door as there are no visible bolts or fixings- it is inbuilt in the door.

      • BertieBrown on 05/11/2017 - 19:53

        Hmm. Yeah, that’s rather frustrating as I can’t see how you’d overcome that issue if that mechanism did fail again. For instance we’ve got a Hisense and the handle is just a bar on the front.

        It sounds like a crappy design that is coming a cropper b/c of the way it’s implemented (if you can put more pressure on the mechanism to make it operate I’d say that it is being fatigued and stressed over and over until failure).

        I can understand your want to get something sorted as it sounds like the fridge would be unusable if the mechanism did break again out of warranty; sounds like a really badly designed opening mechanism.

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