Liliya Mikhaylova’s Samsung refrigerator stops working, and the warranty technicians can’t fix it. As a matter of fact, no one authorized to repair it in the area will finish the job. What is Mikhaylova to do? Just contact our advocates — and chill.
Question:We purchased a refrigerator in May 2017 and it stopped cooling three months later. Samsung has scheduled several authorized service centers to fix it. One of them came over and tried to fix it, but it didn’t work out. Samsung then wanted other companies to fix it, but everyone else in my area was refusing to do it because they didn’t want to pick up what someone else started.
Since then, Samsung has moved this issue to the accommodation process, for refund or exchange. Three months have passed and Samsung has not resolved the issue. Their operators are not helpful or knowledgeable, and there are no executive team contacts available to talk to me.
The refrigerator is still under manufacturer’s warranty and not fixed, and I’ve had three months of disappointment.
Is there any way to find out the reason why Samsung has not resolved this issue yet, and if there are any other contacts available to escalate this problem? — Liliya Mikhaylova, North Port, Fla.
Answer:So sorry to hear of your frustration with Samsung. I was getting angry just reading the correspondence between you and the company.
Samsung markets its refrigerators as Meaningful Innovations, but they’re not meaningful if they don’t keep your food cold!
You clearly went about the repair process the right way by contacting Samsung and requesting the warranty service to which you are entitled.
Once the repair companies failed to properly fix your fridge, Samsung should have accommodated you immediately with a new unit. Based on your chat transcripts with Samsung representatives, it seems that they were better trained at delay and double-talk than problem resolution.
Perhaps the problem was that you did not speak to the right contacts at Samsung. A simple, polite letter to one of their executive contacts that we list on our website might have done the trick.
We also prefer that you contact companies via email or chat than by phone so that you can establish and maintain a paper trail.
Frustrated with Samsung’s lack of helpfulness, you turned to our advocates, who asked for copies of your correspondence with the company’s representatives. The transcript of a recent chat was a cause for consternation. The representative promised that someone with the power to grant a refund would be in touch within 24 hours. However that never materialized. That person’s supervisor refused to accept that other authorized repair companies would not repair the unit. She kept trying to pawn another company on you, and everyone already had refused to finish the job. She also suggested that you could attempt to reach the company by phone, which you wisely refused.
Our advocate reviewed your receipt and correspondence and shared them with an executive contact at Samsung.
Both you and our advocate were pleasantly surprised that, within a couple of hours, a Samsung executive told you that a refund was in process. I’m so glad that soon you finally will have a refrigerator that works.