Complaint Review: Samsung Electronics America

Requested repair service through Samsung’s on-line site for my refrigerator. After answering a few questions, it gave me an estimate for repair and selected a local repair shop. The following day, the local repair shop gave us a date to come to our home for the repair. A couple of days later the repair was canceled. We were told that my refrigerator was too old, there were no parts, and therefore couldn’t be repaired.

Samsung still charged us $140.00 and refuses to refund. We have been told different reasons for the charge. One, the charge is from the local repair shop. However, the local shop denies this and the charge to our account clearly has Samsung as the merchant. Two, records shows that a part was ordered, shipped, and delivered. But there is no part. Three, the charge was for diagnosing my issue. But I was the one who answered the questions on-line.

I simply stated that the refrigerator portion was not cooling properly. No one else has called or come to the house to truly diagnose the issue. We have been told that there is no cost for using the on-line diagnostic questions, so who did the diagnosis? The on-line site states that we will not be charged until service is completed. Service has not been completed, because they have not provided it.

We have attempted to get this resolved for weeks, and have been told several times that we can expect a refund in 24 to 48 hours. However, the charge is still there.