- Report: #1353406
Complaint Review: Samsung Electronics America - Ridgefield Pk New Jersey
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Samsung Electronics America
Ridgefield Pk, 07660 New Jersey, USA
Web:
samsung.com
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Samsung Electronics America Refrigerator failure and dreadful customer service Ridgefield Pk New Jersey
I purchased a high-end Samsung refrigerator Aug 2014. The refrigerator was purchased for a cost of nearly $3000. On November 28, 2016, it quit cooling any lower than 50 degrees. I expect it to last longer than two years. Nearly every day in December, I tried to call Samsung customer service about the non-cooling refrigerator. I got the run-around from everyone with whom I spoke. I suggested that the compressor had quit working--no sound, no cooling, a logical assumption. Meanwhile, $400 of food sat and spoiled in the refrigerator.
The Samsung response to my problem was to send the complaint to a local repair company who took 3 weeks to get to me. They have been to my house 5 times since Dec 23 and have replaced 2 parts that did not need replacing, charged me $400, and the refrigerator still does not cool. They never once checked the compressor since that wasn't part of Samsung’s list of what to do. According to the owner manual a compressor is something that is still under warranty. On Feb 1, 2017 the technician told us that it may be the compressor and coil that is broken and they have to order the part and will return for the 6th time in mid Feb to repair.
Now I have been 12 weeks without adequate refrigeration—by mid-February will be 14 weeks. It is not just an inconvenience. It is a health and safety issue. I have complained at the "executive" level of Samsung. I have written letters to the appliance head of Samsung and Best Buy. I have made complaints to the Better Business Bureau of New Jersey (the headquarters of that Samsung division). I have complained to Consumer product safety bureau, to Federal trade commission, and television consumer action hotlines.
I have continued to call Samsung customer non-service about the problem and each time they just refer me to the local repair service. This is a round and round process that never ends. The refrigerator is a lemon and I am asking for a replacement. More money has been spent on repairs than it would cost to replace the whole thing.
Shame on you, Samsung, for your dreadful customer service and shoddy workmanship in your products! Your customers deserve better.
