Complaint / review text:
Well it all began exactly 1 year after purchase - the refrigerator would freeze up and the freezer side would get warm. I too called Samsung. They sent out a repairman that took the weekend course on how to fix a Samsung refrigerator. He told me after the $100.00 diagnostic test that we needed to repace both the thermistors on the fridge side. We ordered the parts because they said that it would take them 8 weeks to get them and rebook the appointment would take another week or two. My husband downloaded the service guide for our unit from the US Samsung separtment as the Canadian Samsung customer service did not have any downloads for any manuals.
After reading the information in diagnosing the refridgerator we did the test that showed that the unit would go into what is referred in the manual as "exhibition Mode". Now we knew what was wrong but needed someone d=from the engineering department from Samsung to tell us what we would need to repair the unit. We were instructed to contact the Service center that Samsung had trained and they would have to come back out and do another diagnosis. This was frustrating as we knew what was wrong and only needed someone who could tell us what we needed to repair the unit.
Once again the serviceman came out to our house and said the only thing he could figure out is that we would have to replace the main PCB board and the Face computer board on the unit and once again were given a time frame of 10 - 12 weeks. I explained once again that this was not a washer or dryer and that the amount of time it was taking to get any repairs done were now being given in months instead of days. You can survive without a washer or dryer for that amount of time but a fridge is something that you rely on to work and be fixed in a timely fashion.
I once again took it upon myself and ordered the parts myself and had then in 5 days. They were installed and still the problem existed. Keep in mind that this conversation with Samsung Canada started in June but my conversations with Samsung US began in March. The only difference in the units sold in Canada from the Us is possibly a heavier wire to the compressor, otherwise they are the same. Since I am a disabled woman and do not get around much I called everyday to Samsung canada and the funny but sad call one day was with a customer service employee who read my lengthy file said well ma'am your fridge is broke. I said yes it is, so what are you going to do about fixing it. He said well you have had the repairmen out and they put in parts and did not fix the problem so your fridge is broke.
This went on for about 5 minutes before he got annoyed with me and said there was nothing they could do. I sent an e-mail to the top of Samsung Canada and was then told by someone who does not have a grasp of the english language that they would offer me $800. For my fridge and that I would have 3 weeks to get another fridge or get a replacement for an additional $2300.00. I was putting bags of ice in the crisper to just keep the fridge cold and put all my freezer contents in a tub sealed on my porch. Thank god it is winter so it did not destroy the contents of the freezer. The fridge side is frozen up and the freezer side does not stay cold enough to keep things frozen.
So today I went and bought a new fridge - what other choice do I have. And have received very rude calls from Samsung Warranty Center in Canada to return the fridge to them NOW!!! I hung up on them after I said that once I have another fridge they could have their peice of junk back. I beleive that this is not only a US default in their equipment but at this point a North American issue. Canada says that they have never had any reports of this being a problem in Canada which I find hard to believe. I am in support of both a US and a Canadian class action suit against the company "who obviously does not care"