Complaint Review: Samsung - Nationwide

Samsung Electric Range Nightmare

Model #  NE58F9710WS/AA

Purchased July 2016

Home Depot Matthews NC

I purchased this double oven in July of 2016.  I noticed during the year it was not the best performance but it was working.

Here is a log of what has happened during this process. 

July 3, 2017   Celeste

After making dinner using the oven and then removing the cooked food the control panel faded to black  and the range became unresponsive.  I called the next morning (spoke with Celeste) to report & was told my oven was under warranty until July 28^th and a repair visit was scheduled.  I was told on that phone call that if the same problem re-occurs that Samsung will extend my warranty on that issue.  Ticket # 4143546271

I then called Techi-time to schedule the repair.  I eventually spoke with Rachel after being on hold for 15 minutes before somebody came on the line to assist me.  She scheduled  July 6^th for repair in 9-1 pm upon which I took time off work to be there in that time frame.    The morning of the appointment they called to cancel telling me they don’t have the part and will come out the next day.   So then I had to reschedule everything to accommodate for repair appointment the following day.

Upon arrival the he mentioned that they just got too busy yesterday and couldn’t make it out yesterday.  (I was told the part was not in)

The technician was untrained and not familiar with ranges.  He told me he is used to working on dryers. He shocked himself while doing the repair because he did not unplug the range during disassembly.  He was on the phone much of the time with somebody coaching him through the repair.  I ended up having to assist him in holding parts so he could access behind the panel.  He changed the thermostat and it worked. 

July 21^st 2017  Anna

After cooking and opening the oven to remove food, the panel – again-  faded to black and was unresponsive.  I called to report and spoke with Anna about the same issue.  I requested a different service company come out to repair due to the previous experience with Techni Repair.  I was promised a different company would come out.   She gave me a service order # 4143895165.  At this time she told me that if the same problem happens again Samsung will move forward with accomodations.  I asked her what that meant and she told me “meaning refund or exchange – your choice”

July 23, 2017 

The same company (Techni Repair) called me to schedule the repair.  I was told it would not be that company but I accept since I need to have my oven repaired and I asked that another technician that is experienced with ranges come out.  Appointment is scheduled for July 25^th 9-1 so I arrange my schedule accordingly.

July 25, 2017

Techni – repairs calls me at 9:12 am to say they can’t come today because “the part is not in” so they will reschedule for Friday the 28^th.  This is the same thing they did to me the first time as well. 

July 25^th, 2017  Lisbeth

Called Samsung to discuss concerns with range and repair company not being who I was told it would be.  Spoke w/Lisbeth.  She explained to me that my product needs to be repaired twice before they can make accommodations and that Samsung will stand by their products and customer satisfaction.  I also expressed concern that if this breaks again and I am out of warranty period what can be done?  I was never offered any extended warranty through Samsung.  She said she would be able to make an exception for me for warranty extension of 90 days since I have had this problem.  I asked if she could send that to me in writing.  She said she will get authorization to extend full coverage and note my account of such.  She then placed me on hold at 9:24 to 9:27 am.  She came back on the line & she gave me a ticket # of 4143895165. When asked about the extension of warranty, she said it would be noted and then call was disconnected before I got confirmation at 9:34 am

July 25, 2017 Mary

I called back to confirm what Lisbeth promised and Mary reports I will have to wait to hear back from the service center for repairs.

July 28^th 2017

Techni repair comes out to do repair of thermostat  .. working when he left.

August 17, 2017

Oven breaks again in the evening when trying to cook.

August 18, 2017 Veronica

Called to report that my oven is not working AGAIN.. Everything is unresponsive… Ticket# 5118575645  spoke with Veronica who is asking me for model numbers and serial numbers.  I explained that there should be a sufficient record of my calling and repairs yet she is adamant this info is needed and was not previously noted.  I provide the info she needs.  She places me on hold briefly.  Then she returns and says that I will have to submit my Bill of Sale for the accommodations to begin and provided me an email address to send everything to.    

I submitted all receipts, line items receipts and repairs receipts to the email address provided twice.

August 20, 2017 Oliver

I received a call from Oliver confirming he received the paperwork and he directed me to call Executive Relations Dept tomorrow.  He thanks me for all paperwork and says it should process in a couple days.

August 21, 2017  Abanoub

At 1:37 pm I called and spoke with Abanoub.. explained the situation and asked if he was in Executive Relations.  He advised me he was.  I gave him the ticket number issued to me last of 5118575645.  He goes on to tell me their policy states that I have not had 2 repairs but only 1 because the repairs were less than 30 days apart.  I asked him what that has to do with the fact that my range failed 3 times within a timeframe of 30 days.  He just repeated his script of  “ that is our policy.”  He told me I am not eligible for refund or replacement because my appliance broke too soon after the first repair and second repair.  (??) This is ridiculous as it has nothing to do with the fact that the appliance is clearly defective if it keeps on breaking even after repairs.   I relayed to him I have been told by at least 2 other reps that if I have the same problem after 2 repairs I would be refunded through the accommodation process and followed the directions to submit paperwork for such ‘accommodations.’

I asked for his supervisor or a higher authority to explain after getting nowhere with Abanoub.  He states he did not have a supervisor available but I would try to find one.  I asked for a name and he said they change every day so he does not know who the supervisor is. (??)  I  asked him who his super visor is and he hesitated but gave me a name of Brandon but he said Brandon was on another call and could not talk to me. 

I was on hold off and on for about 30 minutes while he found a supervisor.  This must be indicative of their customer satisfaction that so many supervisors  are busy talking to unhappy customers. 

Finally at 2:11 pm I get a ‘supervisor’ by the name of Ayanna.  I began to express my dissatisfaction with how this has been mishandled.  Suddenly Ayanna pretended to not hear me even though I was able to hear her.  Seems strange that suddenly when faced with a difficult situation, she could not hear me and ended the call.  I waited a few moments thinking possibly a supervisor would  call back the customer that is in need of assistant.  No call back.  So I call back again and have to go through the lengthly process to get somebody on the phone.    

This time I get Rhea at 2:17 pm and again explained I need a supervisor.   She puts me on hold.  Ayanna comes back on the line.  I asked if we were disconnected or she hung up. She said I was unresponsive.  I asked why she did not attempt to call me back as a supervisor would normally do.  She said she was busy talking to other customers.  This is extremely poor handling of an “executive relations” problem and doubtful (or shamefule) a supervisor would be trained in this manner.

Again, I got nowhere with Ayanna as she was just reading a script and now tells me now I have to have 3 repairs before accommodations are to start.  The story keeps changing to the benefit of the company to string me along long just enough to get me out of the extended warranty for this item.   She said all she can do is request to have another repair.  She tells me somebody will call me in 24-48 hours to schedule another repair.

This is a blatant attempt to exhaust  the consumer and push them out of the warranty period so as not to have to “accommodate” or account for  the poor quality of the product that I paid a lot of money for just 1 year ago.

 If the policy has suddenly become that no repair can count towards the accommodation process unless it is 30 days apart from the last repair and now it must be repaired 3 times before giving the refund; well, that conveniently would put me past the so-called exception extension of 90 days warranty.. 3 repairs 30 days apart before accommodating??  I would like to know who this is accommodating other than the company. 

I am expected to either live with a broken oven without calling for repair until 30 days from the last repair just so I can have the hopes of receiving a refund for my oven or Samsung just hopes to wear consumers out and hope they will give up trying to contact them to receive what they have been promised.  I am sickened by the fact I put faith in this company and purchased their products.  I will be sure to share my story with many consumer affairs sites, social sites, home depot, Samsung facebook, Twitter and the local media and news.  This company lies to the consumer to benefit themselves and I am out of an oven to cook for a family of 5.