Samsung Electronics broke Induction Range and turned it into a brick and cannot replace it in a timely manner, or refund me an amount to get the same product. Ridgefield Park New Jersey

I purchased an oven model # NSI6DB990012 (S/N - 000g7cbx800379v) on Feb 17  from Lowes.   Upon removing the packaging after the install team from Lowes left, I noticed a defective screen and wifi not working.   So I called Samsung and they told me to go Lowes to have them resolve it.   3 days later Lowes turned up to inspect it.     They said I had to call Samsung as it was a faulty product.  I did that and Samsung came by Feb 25. 

Unfortunately the technician said he could not fix it and would need to order parts - no repair was made.   March 10  another tech person came with the parts this time, but could not fix the use (the touch screen was non-responsive when the new board was installed).  But Wifi was working, another visit had to be scheduled.

On March 25 the same technician came back with parts again, but could not fix the issue.  Instead this shorted out my complete oven making it a brick/paper weight.  Ticket # 4180245739.

I immediately called Samsung to try and get an exchange, but the wait time to get a new product was estimated to be May 27 (your website).  I could not wait that long for another functioning oven.  So I said can I get a refund so I could buy the same product which is in stock at Lowes (Zip 11215) and could be delivered next day.  Here is the rub  -  they were not willing to give me a refund for the total amount it would cost to buy it at Lowes.com $2697.92 (Incl. taxes, delivery, haul way, etc).

They only offered me the following, which would mean I would be out $250 to get a functioning oven.  But it was Samsung that turned my oven into a brick:

"Hello Mr. Troy.

This is Jean from Samsung. This is a follow up text from our conversation of yesterday. We reviewed the case and unfortunately we won't be able to fulfill your requests. 

The below are the available offers:

We can either offer you the replacement (May 29 delivery) or the cash refund for the amount of $2,399.00 or the coupon for the amount of $2,460.00.

Please respond back with a decision as your case will be forwarded back to an agent/supervisor for follow up.

Thank you"

I asked for an exception for the total amount to be refunded $2697.92 (Taxes, Delivery haul away, etc) - but they said they would not reimburse me for local taxes.

At this stage, I am waiting for an exchange with no eta or ticket number, just in complete limbo...  Estimate - 4-8 weeks - zero visibility - no ticket number, no tracking - zip.   Just living in the dark and just lip service.

Very disappointing...  I have no working oven (with no timeline for a fix and no communication from that team).  Plus I should not have pay more to get a replacement product in which Samsung broke/shorted out the product making it a brick.  Let alone the take out meals I have to pay for in the meantime due to no oven.

Samsung has fallen way short and lost a customer and friends and colleagues as customers going forward.  I own a washer/dryer, Refrigerator, dishwasher already - so clearly I like your products.  But why do you make me suffer when this is your fault and don't care less about me having to wait 4-8 weeks for a replacement oven.

Meals, buying additional products (hot plate/toaster oven) in order to eat/live.

Please help, I am in a living hell with the worst policy and no way to get an exception.

We are now (April 4) at Day 8 of 21 (since the replacement was approved).  What is the status of delivery?  You are still not giving me any hope this will ever get received.   Let alone we are now 11 days since your Samsung technicians turned my oven into a brick.   Your website says - Jun 12 for stock. https://www.samsung.com/us/home-appliances/ranges/electric-induction/bespoke-6-3-cu-ft-ai-slide-in-induction-range-with-ai-hub-smart-oven-camera-in-white-glass-nsi6db990012aa/
Lowes shows it in stock. (Available to be delivered tomorrow - Apr 5) https://www.lowes.com/pd/Samsung-Bespoke-AI-Slide-In-Induction-Range-6-3-cu-ft-in-White-Glass-with-Cooking-Hub-and-Smart-Oven-Camera/5015114825