Complaint Review: Samsung - Nationwide

I bought full new appliances set from Samsung this summer with the new house purchase. It was 34 Cubic Ft Chef Collection Fridge, Dishwasher, Washer/Dryer and Microwave. Not to mention we have Samsung galaxy phones and TVs. 

First the delivery was screwed up. On the day of delivery they just didn’t show up, after the day before somebody called and confirmed the day and time. Multiple calls to Home Deport (where we paid for that) were reassuring, stating they might be running little late and will show up. Finally. at around 7 pm we were told, well, its probably not coming. 

So, in July’s heat wave we ended up in the new house without fridge with 4 kids. Multiple calls to Home Depot and Samsung pinpoint the issue to Samsung just failing to deliver appliances to the Warehouse. It was delivered a week later. Delivery team ruined venetian plaster walls, the issue I m still dealing with.

Then, in October Dishwasher broke. Scheduling the repair was a pain, although by now I don’t recall all the details. After about 2 wks the service man finally showed up and fixed it. It broke 2 hours later. He showed in a day again and fixed it to break again in few hrs. After fifth visit in 2 weeks he proclaimed that installation company installed it incorrectly (I need to point out we bought it with installation, but Samsung Delivery people refused to do it because it was “too difficult") and it is leaking (needless to say there was no leaks observed and it was sixth time he pulled the unit in and out. He said, the Samsung has changed the design, so the sensor is down and it is sensitive and it happens all the time (Oh, great news for the Samsung product). I called the installation and they came back, checked it out and said everything was fine. They still replaced all tubing and it works fine since that. 

Around Christmas time the fridge broke. It literally started making noise like a tractor. I called and scheduled repair. The service date was in early January (about 10 days later). We were told nothing earlier is available due to holidays. Well, unhappy I agreed as there were seemed to be no choice. Needless to say family couldn’t sleep all this time. On the date of service nobody showed up. As I called we were told appointment was cancelled as nobody answered three calls from them. Well, I didn’t have any missed calls as well as my wife didn’t, unless our Samsung Galaxy S7 phones failed to register them. 

I rescheduled with new service date about a week later (again "Nothing is available"). A day before I got a call by a woman from service center, stating the unit as out of warranty (I have purchased 5 years warranty). When I brought it up she said I need to contact Samsung to provide proof of purchase so they’ll update the file. I argued, stating I can provide all to her and she essentially said "You need to call Samsung, Good luck, Bye" and hanged up. 

I called Samsung. Spoke to representative. Upon his request I emailed him copy of the purchase. He sated it’ll take 5 business days to review it (!?). Arguing was not helpful. I requested a call back once everything gets updated. We did receive a call from very helpful gentleman, stating that appointment is scheduled for 01/26/2018 (essentially already a month later after the problem aroused). 

Yesterday, 01/23/2018 I had one missed call from Samsung and received an email that appointment was cancelled as we didn’t answer three calls. I called back. Very helpful lady apologies and asked why nobody called my wife’s cell (like it is my fault?). She expressed that this noise could be due to ice buildup on the ventilator and it happens all the time (Another great news on the SAMSUNG product) and the vent needs to be replaced.). She said she rescheduled the appointment for this Friday as before 01/26/2018. 

Today, 01/24/2018, now my wife received a call from a service center, stating that our unit is out of warranty and the appointment is cancelled (!?). She tried to argue again but was told to call Samsung and was hanged up on. 

I just called the Samsung again. They stated they are going to updated the file (not sure what was done 2 wks ago and apparently they have all the correct info by now) and I need to call service center to schedule the appointment. As I asked them to take care of it (I tried calling service center during this ordeal before to no avail) I was told they don’t do it (huh, it was done by other reps) and was hanged up on. 

So, in summary, 

After spending close to  10  k$ on the new appliance I have fridge, pretending to be a John Deer tractor in my kitchen, keeping everybody awake at night for over a month and have no idea when is it going to be over. 

STAY AWAY FROM SAMSUNG! STAY AWAY!