So after posting, or trying to post on Samsung's FB page, they kept removing it!! surprise surprise…someone from their team basically sent me exactly the same canned response saying based on the price paid etc, they weren't willing to provide a replacement or refund…so….
Choice messaged me to say that the expected minimum lifespan of a refrigerator should be 6-7 years. Based on that they said the "out of warranty" excuse from Samsung is not applicable of the multiple failures both within warranty & before the 6-7 years expected minimum lifespan.
So I called Fair Trading & they advised that I could take it to a tribunal but, I would need to take action against Appliances Online..not Samsung, as they sold me the Fridge/Freezer…unfortunately, when our fridge broke down the first time, we did call Appliances online but they just referred us to the Samsung service line which I am now told by Fair Trading should not have occurred…..anyway…
Rather than going full nuclear at Appliances Online, I did call them & provide the opportunity to do the right thing. I explained the situation & even apologised for the situation but explained the whole saga. To be fair, they were really good in terms of listening & agreed to try & nudge Samsung to the table with an RA, which is apparently a "Return Authorisation"…..so fingers crossed, Samsung decide to do the right thing & give us our money back or at the least replace the fridge.
I am expecting a call from Appliances online by Tomorrow evening so I'll post another update when I hear back.
Hi there everyone!
I just wanted to provide you with some insight into the problems I have had with Samsung, both product & service.
Without wanting to bore you with too much detail, we purchased a Fridge/Freezer combo back in 2019. Within the first 12 months, the freezer compartment died & we had to have the back panel replaced. Of course, we had lost all the food in the freezer & we complained to Samsung that this was not acceptable. They argued that the repair was enough compensation…..
Fast forward to 24 months of ownership & yet again, the freezer dies while we are away on holiday, we come back to a house that smelt like a rotting corpse (i imagine)……I call Samsung & explaining that whilst we are "technically" out of warranty, it's really not acceptable to expect a product to fail twice in the warranty period. We request a replacement but Samsung refuse & only authorise another repair. which turned out to be the same issue…
At 30 months, just 6 months after the repair, the freezer dies again!….that's now Three freezers full of spoilt food…we complain to Samsung who refuse to do anything as the product is now "out of warranty". So, we get NSW fair trading involved who managed to negotiate another repair & $200 compensation for the spoilt food. Samsung still refuses to replace or refund as they feel the repairs are a satisfactory resolution.
So…the fridge gets repaired & I raise my concerns about Three breakdowns not being a great experience & that in my view this is not what someone should expect from any major appliance…they still refuse to replace or refund BUT they state to Fair Trading that, "in the future, should repairs be necessary, we will take into account the prior issues"…
Fast forward to January & yet again, the Freezer craps itself. I call Samsung & request they, as per the above promise, review the situation……no response…no contact or callback at all!!! I ended up having to organise repair myself. Then in late February, they call me to offer a 20% discount on a new phone…WTF??, I took the opportunity to reiterate the request I had made over a month prior & they promise that someone will be back in touch to discuss within 24/48 hours……drum roll…
Received this email response about three weeks later:
Your claim has been received by Samsung’s Voice of Customer team in Head Office.
We have thoroughly reviewed your claim. We have considered the particular circumstances of your claim including the age of your product, the price you have paid and the use you have had of your product and unfortunately Samsung is not prepared to offer you a free of charge remedy at this time.
I apologise for not being able to assist further with your claim but I would be happy to offer one of the following voucher codes for use on Samsung’s online store.
• Home Appliances – 15% off our Home Appliances range (excluding accessories).
• Audio/Visual Appliances – 20% off all audio/visual appliances and 30% off on selected LED and QLED TVs.
• Flagship Mobile Device - The e-voucher can be used on one of the following products until 31st March 2022: Z Fold 3 ($300), Z Flip 3 ($200), S21 FE ($200) and S22 devices ($100)
I thought this might help some of you that are thinking of buying Samsung products…..I appreciate that not all products have the same failure rate but I would seriously consider it before buying a Samsung Refrigerator!. Especially as they seem to think that multiple major failures are an acceptable outcome for a customer…..