Samsung Appliances, Samsung Electronics America Inc. 1.5 year old RF18HFENBWW Model French Door Refrigerator is not freezing food, leaking water on my wood floors, 2 inches of ice in bottom of freezer, freezer door won’t shut because of all the ice, food in the vegetable drawer is swimming in water. Simpsonville, SC
Model RF18HFENBWW Samsung French Door Refrigerator has not worked right since I bought it. After1.5 years the freezer stopped cooling, 2 inches of ice on the bottom of the freezer, freezer drawer won't shut because of all the ice, water is leaking on my wood floors, the vegetable drawers are swimming in water. I had a repairman come he wasn't sure where to start to fix anything.
Customer Service offered a repair 3/28/20, days later there's no one in your area that can repair it. Ticket #4152544958
4/1/20 Customer Service Juan said Home Depot will call you for an exchange in 24-48 hrs.
4/6/20 Customer Service-No Home Depot call. Samsung will exchange for a new one, they will call 3-4 days. Ticket #......2414 A trucking company will call to pick up, wait for them to call.
4/7/20-4/15/20 Customer Service-take pictures of Home Depot receipts and txt them to Samsung
4/16/20 Customer Service-Now Samsung wants a clear picture of a cashiers receipt
4/17/20 Customer Service-Samsung is unable to exchange my refrigerator but offered a FULL refund $1294.19 3-5 days to have approved
4/23/20 Customer Service-Samsung can't pay $1294.19, Brianna offers $1167.06 because the first offer was wrong
4/27/20 Customer Service William from Samsung is asking for pictures of label from inside the refrigerator, the earlier pictures they asked for not good enough. Now Samsung had everything they needed for a refund
5/5/20 Customer Service Amelia explains my refund has again been approved. In 2-7 business days by Wednesday 5/13/20 I will have a check from Samsung, if not received by 5/14/20 call.
5/8/20 Customer Service Rizza requests another picture of another label. I sent 14 more pictures & asked to speak with her supervisor which I never got connected with. Rizza explained that Amelia shouldn't have told me my refund was approved because it's not!
Samsung has not only the worst refrigerators but also the worst customer service ever! All I have been told is lie after lie, week after week! I paid monthly so I had a good refrigerator, because my 40 year old needed replacing. Now I'm stuck with a junk refrigerator and can't afford to buy another one.
1 Updates & Rebuttals
RICK
United StatesFridge
#2Consumer Comment
Mon, May 11, 2020
I had the same problem with the same type Samsung fridge. Don't give up on them! It took me one replacement fridge and two years of aggrevation, but they finally did give me a full refund on the second junk one I had. Just stay after them and they will eventually fold.
The only downside to a refund is then you are stuck with a broken fridge to get rid of. Samsung doesn't want them back, so it will be up to you to get rid of it. It took me another year to even find a repairman that would take it for parts.