Samsung Electronics America Support Ticket - Escondido, California

Frost defect in Frig. - Samsung French Door refigerator #RFG297AABP/XAA

Created By: unhappywithuverse's Picture unhappywithuverse Last Reply: unhappywithuverse's Picture unhappywithuverse
Priority Level: [Emergency] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 1
Product: Samsung French Door refigerator #RFG297AABP/XAA

THIS IS MY LETTER TO SAMSUNG. I AM ASKING FOR HELP. I SHOULD NOT HAVE TO PAY FOR A PRODUCT DEFECT, THAT APPARENTLY HAS BEEN AN ISSUE FROM THE START AND ONE OTHER CUSTOMERS ARE EXPERIENCING TOO. I purchased a Samsung French Door refrigerator at Sears in Escondido, CA on 8-22-08. It was delivered on 10-9-08. The model # RFG297AABP/XAA and serial # 088743CQ800340Z. On 8-11-09 a Sears service technician was called out after a complaint that my refrigerator kept getting water and ice under the deli tray and our freezer was getting frost on the left side, as you face it, enough to make it hard to open the freezer door and difficult for the top tray to actually move out where it belongs in order to retrieve anything from it. The technician deemed this to be an incorrectly sealing refrigerator door, that was not set up properly at delivery. The technician ordered 2 ASY gaskets # 46 401 DA97-06657A 01, a ring insert # 46 401 DA60-00143B 02, and a grommet # 46 401 DA63-02905A 01. The technician came out to install the new parts on 8-21-09. At this time we assumed the fix had been made and all was well, thinking this was a installation problem, not a design issue. We received no owners manual or door adjustment tools upon delivery of this refrigerator and so found it difficult to trouble shoot any concerns we might have had about anything that might have seemed unusual to us, but possibly a normal function of a French door refrigerator. Sears was advised about this lack of information and did nothing to rectify it. We have continued to have the same problem with this refrigerator and it is now out of warranty. The refrigerator section is set for 38 degrees and is at 50 degrees. The freezer section is set at 2 degrees and the thermometer shows 10 degrees. The frost issue has gotten so bad in the freezer that I find it hard to even get the freezer door to open. Apparently, the issue is larger than a gasket and a grommet. Calling Samsung, results in being told to go to an authorized repair facility, at my cost. This is not right at all. I truly believe now, that the problem was not with Sears repair or installation, but with a flawed design of this Samsung refrigerator. Apparently, I am not the only who believes this, as numerous complaints exist online referring to this same problem with Samsung refrigerators. I would like to know what Samsung is going to do about this issue and why a recall has not been issued for this very expensive refrigerator? This is not a cheap item, that can be counted in the realm of, “you get what you pay for”. In fact, I would like to get what I paid for. I paid a good deal of money for a brand that I felt would not let me down. I had enough confidence in the brand to purchase a Samsung T.V. as well. Should I rethink this entire brand and make it a habit to stay away from Samsungs and make sure I advise all of my friends to do the same, or is Samsung going to step up and fix this issue that plagues many of their customers? Sending your customers to authorized repair technicians for a fee is not what Samsung should be doing to keep customer satisfaction with their brand. In today’s terrible economic times, one would think that customer satisfaction and loyalty would mean something. If it does, I believe you need to prove it to me. I am sitting here with a very expensive refrigerator that is a continuing problem and it has just reached 2 years old. I do not believe this is how long a Samsung refrigerator should last, do you? Please respond to this letter in a timely matter, as I may not have any way to keep my food from being ruined, come tomorrow. That is the lack of confidence that I currently have for your product. Please tell me that I do not have to change my mind about what brands I consider a good risk when spending my hard earned money. Sincerely, Brenda

Below please find a reminder, off of your own website, about your values and the reason why consumers are willing to pay more for your products.

Excellence

Everything we do at Samsung is driven by an unyielding passion for excellence—and an unfaltering commitment to develop the best products and services on the market.

Integrity

Operating in an ethical way is the foundation of our business. Everything we do is guided by a moral compass that ensures fairness, respect for all stakeholders and complete transparency.


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