• Report: #1044428

Complaint Review: Samsung Electronics

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  • Submitted: Thu, April 18, 2013
  • Updated: Sat, April 20, 2013

  • Reported By: Dissapointed Samsung Refrigerator — Culpeper Virginia
Samsung Electronics
Internet United States of America

Samsung Electronics David Choi CEO, Tim Baxter CEO Samsung Electronics of America My broken two year old refrigerator Internet,

*General Comment: shameful...

*Consumer Comment: RE: Broken Fridge

*Author of original report: RESPONSE TO SAMSUNG EMPLOYEE ABOVE.. I MEAN CONSUMER #1 (Please feel free to pass along to your CEO's Tim Baxter and David Choi.

*Consumer Comment: Good luck

*Author of original report: Um Okay....What is reasonable

*Consumer Comment: unreasonable request

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ROKEN SAMSUNG REFRIGERATOR

TICKET# 5105581953

Two years ago I purchased a SAMSUNG REFRIGERATOR (model # RS267TDRS) and about a year ago after we bought it we started to have problems with it NOT COOLING. Well needless to say, today it officially BROKE and all of our food has SPOILED. I immediately contacted SAMSUNG today and I spoke with Tiffany B. (operator #1062) and Shonda H. (operator #1682) of their customer service department and she told me that there is nothing that she can do to replace the refrigerator because it is out of  WARRANTY. After pleading with her that I have three small children under the age of five who need to have access to milk, juice, and medication that requires refrigeration she told me that she would schedule a SERVICE call (Ticket# 5105581953). The problem is that I live in a rural part of Virginia and they wont be able to come to look at the
refrigerator for a few weeks let alone fix it on the spot. Or that the servicecall will not be covered since it probably would be something that is not under their warranties.

I NEED HELP!!!! I cannot wait this long to get it looked at!!! I have already lost $500 dollars worth of groceries and I if I replace it with new food we dont have a way to store that food. PLEASE, IF SOMEONE AT SAMSUNG is reading this take action to HELP ME. I am writing this posting in hopes that someone at SAMSUNG will see this and be able to get me a REAL RESOLUTION to this problem because I dont know what to do (Maybe exchange for another USED MODEL or even a NEW ONE?). I currently work for the MARINE CORPS and we cant afford to buy another $2500 dollar refrigerator especially since this one was purchased brand new 24 months ago from LOWESave lost has just failed and I have lost confidence in SAMSUNG APPLIANCES. I dont like dropping the WE ARE A MILITARY FAMILY moniker; but the fact is I am a veteran who needs help. Again, SAMSUNG PLEASE HELP!!! I am desperate since as a veteran we dont make the type of money that most other families do, not that any AMERICAN family makes enough money to keep replacing refrigerators every two years. To be fair, I will update everyone if  there is an amicable resolution to this issue.

Semper Fi,
Isaac

This report was posted on Ripoff Report on 04/18/2013 05:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Samsung-Electronics/internet/Samsung-Electronics-David-Choi-CEO-Tim-Baxter-CEO-Samsung-Electronics-of-America-My-broke-1044428. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 4Consumer 0Employee/Owner
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#1 General Comment

shameful...

AUTHOR: Tyg - ()

 Dear Marine.

I do agree that a refridgerator SHOULD last more then 2 years. Normally they do unless there are other circumstances that caused the damage. Are you sure your kids are not fulling closing the door? That can kill a fridge easily.

What I call shameful is a member of the US military active or not being a con man. You are attempting to get your fridge fixed for free when it is clearly out of warrenty. I know you were offered the extended warrenty. You turned it down and still expect Samsung to do something for you when you yourself couldnt and didnt get a warrenty. You sir, in my opinion are the worst type of consumer Americans have to deal with.

I feel for your kids as they have medical issues. However a little Dorm fridge can be found at most thrift stores for maybe 50$. That would hold you over until a better solution could be found for you. Im happy LOWEs took pity on you. But you really cant sit there and post bad about Samsung when you have had the refreidgerator for TWO YEARS!!

You as a marine know that it doesnt take much for a situation to go south. You also know that LIFE HAPPENDS!!! This is just a part of it. Im ashamed of you. My grandfather died upholding the highest ideals of the marines. You have effectivly destroyed that for me. Where is the fabled Marine Honor? The integrety? You have only showed us that it doesnt matter if you have served or not. Conmen and schysters are everywhere.

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#2 Consumer Comment

RE: Broken Fridge

AUTHOR: private - ()

"No, I am not a Samsung employee. If you were to read other reports on this site you would learn that I work for many companies. Two weeks ago, I worked for a luxury auto dealer in Ontario. In January, I worked for a
firearms dealer in San Diego. Back in December, I was the police chief of Montgomery, Alabama. I've lost track of the number of finance companies I work for."

Dude.. You have had a lot of jobs. You might want to stick to a single career as it might help your professional development. Certainly advocating for Samsung is not one of them.

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#3 Author of original report

RESPONSE TO SAMSUNG EMPLOYEE ABOVE.. I MEAN CONSUMER #1 (Please feel free to pass along to your CEO's Tim Baxter and David Choi.

AUTHOR: Dissapointed - ()

Dear Samsung employees, especially The Reps that I had to deal with:David W, Amanda C, Andy T, and especially CEO Tim Baxter and David Choi

The following is a response from LOWES via FB as they too had heard my story about me being a combat USMC veteran who was being refused help from Samsung on fixing my refrigerator that was two years old. They took a special interest in my story when they found out I had 3 infant kids and especially after they found out that one of them needs medicine to be kept cold and losing all the food in my refrigerator.

To be Clear Mr. Baxter, Mr Choi, David, Andy, Amanda,  the people at LOWES know how to do what is right! Not to worry because "No good deed goes unnoticed" If they do replace my broken refrigerator as they have indicated after you refused to help me in any capacity and tried to charge ME for repairs on a faulty product.  Rest assured that I will be contacting the DC media afterwards to let them know about my experience with SAMSUNG.  I will especially make it known how LOWES came in to save the day. And rest assure that Americans love a feel good story so I promise that it will be heard and not just on Facebook or Twitter or even the RIPOFF REPORT!

I now have so solace and will go to bed tonight sleeping soundly knowing that even though I have risked my neck in the military for people like you who don't care about anything except screwing people over so you can meet your monthly bonus. There are some good people in this world like that employee at LOWES who heard my request for help and reached out to me even though they did not have to. BTW, I hope to exchange the broken Samsung fridge for a solid and super dependable Kenmore, or Maytag.

All the best and Semper Fi,

LCPL ME (USMC)

This was there response as soon as I posted on their website about my horrific experience with Samsung.


Lowe's Home Improvement: ME,

we're sorry to hear you had problems with your Samsung refrigerator.  We appreciate your service. We'd like to help. Please email us and let us know what happened. Send the details, including the purchase date of your refrigerator and your address and phone number to CareFB@lowes.com

ALSO ATTACHED IS THE EMAIL THREAD FOR YOUR VIEWING PLEASURE. This will show any potential advocates for SAMSUNG/employees such as CONSUMER #1 that want to defend the actions of a morally bankrupt corporation such as SAMSUNG.

-----------------------
sm ag07 <sm_ag07@sea.samsung.com> Apr 17 (3 days ago)to me Images are not displayed. Display images below - Always display images from sm_ag07@sea.samsung.comHi Ike,
 
My name is Amanda and I am a lead with Samsungs Executive Customer Relations. Our Facebook team has forwarded me your concerns, and I have been reviewing your claim. Our system does indicate that your refrigerator is currently scheduled for a repair with A&E Factory Services. How may I further assist you today?
 
Thank you.
Amanda C.
Executive Customer Relations Lead
Social Media Specialist
Samsung Electronics America
www.samsung.com/support
 
--------------------------
 
Apr 17 (3 days ago)to sm

ME:

Amanda, To be clear, my refrigerator is not scheduled for maintenance. I have been put in A&E's queue to receive a phone call to "receive" maintenance. Those repairs will take weeks and with all due respect I cannot wait that long becuase I have three infant children. One of them requires diabetic medication that needs to be refrigerated. I have already lost all of our food and am using an igloo cooler to keep the medication cold. Please help I need a new refrigerator. My refrigerator was purchased just two years ago and it does not work. I am pleading with you I need your help.
 
Respectfully,

ME
------------------------

ME AGAIN

Amanda, Also I forgot to reference that I have not even spoken with A&E nor have they indicated when they would be contacting me to fix the issue.  Subsequently, once they are able to arrive at my house which I imagine
in a best case scenario would be in a few days they will still have to order the parts and then return to install that part. Needless to say, based on that scenario it will be at least a week or two before I can get any resolution to my broken refrigerator.
----------------------------
ME AGAIN (SINCE I GOT NO RESPONSE)

Amanda,

I wrote you yesterday and have not heard back in response to my emails. Please I need help! I have a broken refrigerator and I have not received a call from A&E Repair nor have I had communications with anyone else from Samsung. You are my only hope and I am truly desperate! I have lost all my perishable food and my son's medication is now being kept in an igloo cooler and in cold packs to prevent that from spoiling; but that will not last for much longer. My refrigerator was purchased just two years ago and it is now not working. I need your help in authorizing a refund or an exchange as I am in the military and am not in a position to buy a new refrigerator nor can I keep waiting for a phone call from your repair shop that will never come. Please consider the Refrigerator that I bought two years ago is almost $1500 just about two years ago and that I have lost $500 in perishable food and cant even go to buy new food as I dont have anywhere to store it. PLEASE HELP!

Respectfully Sent,

ME
----------------

RESPONSE FROM SAMSUNG REP AMANDA C.

Hi ME,
 
I certainly apologize for the delay in responding to you, and appreciate your patience and cooperation. I have spoken with Rob at A&E Factory Services, and the has confirmed that you are scheduled for an appointment on 4/22/2013 between 8:00am and 5:00pm. I did ask if there was a quicker appointment available, and unfortunately, at this time, there is not. However, I did have you placed on the emergency cancellation list, so that if an appointment does become available, you can be rescheduled immediately.
 
Thank you.
Amanda C.

Executive Customer Relations Lead
Social Media Specialist
Samsung Electronics America
www.samsung.com/support
 ---------------------------------

Sent: Thursday, April 18, 2013 9:53 AM
FROM ME

SM Amanda,
Thanks for responding so quickly (SARCASM). I certainly appreciate you calling A&E  on my behalf as they certainly never had contacted me as originally  promised by Samsung. Plus I can only imagine how backlogged they are with other service calls. But I do want to be clear, I cannot miss work (I AM IN THE MARINE CORPS)  so I can stay home from 8-5 and wait for A&E to show up and diagnose an issue that will not be solved that day. Logically, I would imaginre after diagnosing the issue they will have to order the broken part ( which will take another week to come in) and then return to my home a few days later to install that said part. After dedicating so much time to this issue in reaching out  to Samsung I dont think that is feasible at this point. Especially since we dont have food or a way to store food and more importantly my son's medicine. I feel like a broken record at this point but feel like I am just being set aside like all the other customers. As referenced I work for the MILITARY, which means that instead of focusing on my JOB which involves things like dealing with terrorism and helping to catch bad guys like the ones responsible for the Boston Marathon bombing; I am now more focused on fixing my refrigerator and dealing with SAMSUNG.  So please see what you can do about giving me another alternative as waiting for A&E to fix the problem is not really possible for me.

Additionally  we cant keep perishalble food and most importantly my sons medicine. I have already lost $500 worth of food since all the food in the fridge went bad and now the medicine is next and that is not cheap either. Pleae see about authorizing an exchange or refund as I can get a new refrigerator by tonight at LOWES or at worst by this weekend.

All the best,

ME
-----------------------------
SAMSUNG REP AMANDA C.

ME,

We certainly apologize for the inconvenience and appreciate your service. I have forwarded your concerns to our highest level of management. However, at this time, it has been determined that we must continue with service. I will continue monitoring the progress of the repair, and if at any time I am able to offer a different accommodation, I would be happy to do so.

Again, we certainly apologize for the inconvenience.
 
Thank you.
Amanda C.

Executive Customer Relations Lead
Social Media Specialist
Samsung Electronics America
www.samsung.com/support
------------------------------
 ME:

AMANDA C,

Just so I am clear. Who is paying for A&E to come to my home and  service the refrigerator? I ask because I have seen enough post on the  internet about situations like mine were Samsung has contacted A&E to do service and then deny to pay the bill. I am curious since my refrigerator is two years old and no longer under warranty? IF THIS  SITUATION IS EVEN POTENTIALLY POSSIBLE PLEASE CANCEL THE SERVICE CALL IMMEDIATELY. PLEASE ADVISE!!!!!

---------------------------------
ANDY T. (NEW SAMSUNG REP AS AMANDA NEVER RESPONDED)

Because this is a out of warranty repair, you will be responsible for all charges. Would you like to continue with this repair?
 
Thank you,

Andy T.


@SamsungSupport

Samsung Electronics Social Media Support Team
--------------------------

ME:

No I dont. Please cancel.

-----------------

DAVID W. (NEW REP, EVEN THOUGH WAS JUST EMAILING W/ ANDY T.  IN RESPONSE TO A FACEBOOK THAT I POSTED ON THEIR FB PAGE ABOUT HOW I WAS GETTING SCREWED.

Yes, we have responded to your post on the page. However, if you have any more questions or concerns, please feel free to communicate directly with us via email.

Thanks!

David W.


@SamsungSupport
----------------------

FEW MOMENTS LATER DAVID W RESPONDS:

David W.

Per your request, we have cancelled the repair.

Thank you,

David W.

@SamsungSupport

Samsung Electronics Social Media Support Team
 --------------------------------
ME:

Thank you.
---------------------------------
ME (A FEW MOMENTS LATER AS I AM REALLY UPSET AT THIS POINT AT THEIR ANTAGONIZING ME)  As a USMC combat veteran of this country it is safe to say Samsung has  failed me and to be sure so has their customer service. Truly, my  pleading for help has fallen on deaf ears to people that don't care  about our nation's veterans and consumers alike. I mean, if you don't take care of people like me who are fighting for your right to sell sub
par products to people, how can the average Joe and Jane out there expect to be treated? I wonder if American brands such as Maytag, Kenmore, Whirlpool would treat me like this? Probably not! But its okay because I will never buy another appliance from you crooks again and I do promise I will tell everyone that will listen of my hair raising experience. BUYER BEWARE!!

----------------------------
(NO RESPONSE AS THIS WAS THE LAST EMAIL RECEIVED FROM THEM)

----------------------------

ME: ( THIS ALSO WENT ON THEIR FB PAGE AS A POSTING. WHICH THEY TOOK DOWN IMMEDIATELY AND THEN TRIED TO HAVE ME BLOCKED ON FACEBOOK)

DEAR SAMSUNG REPS David W, Amanda C, Andy T, and anybody else that going to read this.

The following is a response from LOWES via FB as they too had heard my story about me being a combat USMC veteran who was being refused help from Samsung on fixing my refrigerator that was two years old. They took
a special interest in my story when they found out I had 3 infant kids and especially after they found out that one of them needs medicine to be kept cold and losing all the food in my refrigerator.

To be Clear, David, Andy, and Amanda the people at LOWES know how to do what is right! Not to worry because "No good deed goes unnoticed" If they do replace my broken refrigerator after you refused to help me in any capacity and tried to charge ME for repairs on a faulty product.

Rest assured that I will be contacting the DC media afterwards to let them know about my experience and how LOWES came in to save the day. And Americans love a feel good story so I promise that it will be heard and
not just on FB or twitter!

I now have solace and will go to bed tonight sleeping soundly knowing that even though I have risked my neck in the military for people like you who don't care about anything except screwing people over so you can meet your monthly bonus. There are some good people in this world like that employee at LOWES who heard my request for help and reached out to me even though they did not have to. BTW I hope to exchange the broken Samsung fridge for a solid and super dependable Kenmore, or Maytag.

All the best and Semper Fi,

LCpl ME (USMC)

Lowe's Home Improvement Ike, we're sorry to hear you had problems with your Samsung refrigerator.
We appreciate your service. We'd like to help. Please email us and let us know what happened. Send the details, including the purchase date of your refrigerator and your address and phone number to CareFB@lowes.com
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#4 Consumer Comment

Good luck

AUTHOR: coast - ()

I agree that a refrigerator should last much longer than two years. I am not defending the manufacturer and I did not claim that you don't have a valid complaint about the product. I wrote that it is unreasonable for you to expect to receive the same equipment coverage as someone that purchased the extended warranty.

"Perhaps you are a Subject Matter Expert on Refrigeration."

No, I am not and I don't claim to be such an expert.

"other 600+ complaints that exist on the internet about this particular item"

That claim is not true because the link you provided does not link to specific complaints "about this particular item." It is a link to complaints concerning Samsung refrigerators but not the same model. Most of the complainants did not supply the model number of their unit. If you search online for complaints for virtually any product you will get many hits. 600+ complaints may be a small number versus the number of units sold.

"What are you a Samsung employee or something?"

No, I am not a Samsung employee. If you were to read other reports on this site you would learn that I work for many companies. Two weeks ago, I worked for a luxury auto dealer in Ontario. In January, I worked for a firearms dealer in San Diego. Back in December, I was the police chief of Montgomery, Alabama. I've lost track of the number of finance companies I work for.

Good luck on your venture to obtain free service on your refrigerator.
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#5 Author of original report

Um Okay....What is reasonable

AUTHOR: Dissapointed - ()

Reasonable? Somehting tells me Consumer #1 that you are probably not an expert on what is reasonable. Perhaps you are a Subject Matter Expert on Refrigeration. Becauses may be that way you can explain to me why a Samsung Refrigerator would break after two years of use.

Once you figure out the answer to that riddle please let me know along with the other 600+ complaints that exist on the internet about this particular item. I have provided you with a link so you can inform yourself before alledging that I am being unreasonable.

603 Complaints and Reviews about Samsung Refrigeratorwww.consumeraffairs.com/homeowners/samsung_refrigerator.html

What are you a Samsung employee or something?

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#6 Consumer Comment

unreasonable request

AUTHOR: coast - ()

It is unreasonable for you to expect to receive the same equipment coverage as someone that purchased the extended warranty.
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