ED Magedson – Founder
SamsungRidgefield Park, New Jersey USA
Samsung appliance warranty means nothing If you buy a Samsung appliance, you better hope you NEVER need to use the warranty! Ridgefield Park New Jersey
I bought a new Samsung RF4287HARS frech door refrigerator at the beginning of December 2013 during some hold over Black Friday deals. This is a 4-door unit...two french doors with a bottom freezer drawer plus an indpendent middle drawer for drinks, snacks etc. I got a good deal on this fridge & was excited to get it but after it arrived, the middle drawer would not hold temperature nor would it even reach the temperatures listed on the buttons.
It arrived on a Friday so waited through the weekend to let it adjust. No difference on Monday so I called the store & they told me it would be a Samsung warranty issue. I wasn't pleased since I hadn't had the thing 4 days, but whatever. So I called Samsung. Went through their rig-a-marole to get an appointment set up for service. Let me tell you, if I had to write a complaint about A&E Factory Service, I would have carpal tunnel syndrome before it was finished. THAT is quite possibly the worst company with a phone number!!!
Now, I will spare all the ugly two-and-a-half months of details and endless phone calls to Samsung & the service company and fast forward to my reason for this report.
After replacing every possible part in the RF4287HARS that could anything to do with the temperature control of that drawer and it still not resolving the problem Samsung relinquished to "replacing it or buying it back". Well, since I bought this $2500 refrigerator a nearly $900 less during Black Friday, that really wasn't an option so I chose to have them replace it.
After Samsung crawled through their records they determined I did not purchase this unit from one of their "direct exchange merchants". So, OK Samsung, what does that mean? It means, dear hosed consumer, is your only option is a buy back. I stated my case about what I paid for it and there was not possible way I could replace a 28 cu ft. refrigerator at today's prices for what I gave for this one on sale.
So, I told them to just send me another refrigerator out of another warehouse or buy one from a retailer fo their choice & setup a delivery exchange from there. They're the manufacturer for crying out loud, that seems like a fairly simple solution. They explained that they don't have any in warehouses to do that with and for some unwordly, inexcusably ignorant reason, they couldn't buy from another retailer either. But wait...you make these things don't you, Samsung? Where do these "direct exchange merchants" get their Samsung refrigerators? From LG? I even said to them, "all I want is a working refrigerator that I paid for". And that they could even make out a check to replace it in my name and a store's name....I truly did not care...I JUST wanted my fridge to work.
I went up the ladder to Excutive Customer Relations and through to a couple different supervisors and had a few grains of hope with, "Well, let us do some checking and we'll see if we can get this resolved for you." All that came back was the same old garbage where I no longer had a CHOICE of how I was to get a this resolved. Either I take the buy back or I live with a refrigerator that doesn't work properly.
In order to get a 28 cu ft french door refrigerator of any brand, I'm looking at spending over $2300. I still haven't closed the case with them but I'm thinking if I take the buy back, I'll spend the money on a completely different brand. My advice...don't ever, EVER buy a Samsung appliance. Sure you may get a good one or have had good luck with them, but if you ever need to get them serviced, put on your hipwaders because you're going to be up to your armpits in bullsh_ _ before it's over.
This report was posted on Ripoff Report on 03/05/2014 08:32 PM and is a permanent record located here: http://www.ripoffreport.com/reports/samsung/ridgefield-park-new-jersey-07660/samsung-appliance-warranty-means-nothing-if-you-buy-a-samsung-appliance-you-better-hope-1128617. 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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