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Samsung Refrigerator issues

We have had a Samsung fridge for some 20 years. Apart from having to have the thermostats replaced twice it has worked well. As you will be aware performance can vary between models and even within models for any brand. So don’t write the Samsung brand off completely.

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Hi, I also have a Samsung French Door fridge of around 8 years old and had the same problem with water. As others have said it was a blocked drain tube (behind a panel at the back of the fridge inside).

See Fixing Samsung Fridge Ice Buildup and Leaking Water under Crisper Tray - YouTube for video of how to fix it.

I did the same and have had no trouble with water in the bottom of my fridge since!

Defrosting alone may not work…get a hairdryer on it (but not on the highest heat setting).

Good luck,
Jim

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Welcome to the Community @jim3,

Thanks for that helpful first post. I hope @Reed is still following along to see it. If she still has her fridge and the problem, even if she cannot try this herself she might have a friend who can help.

If this is ‘The Resolution’ it would be a bad look on Samsung that their organisation and repair techs are not only oblivious, but also don’t use youtube (or google) to find solutions.

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Here is my correspondence with Samsung about a fridge we bought from the Good Guys. There were many phone calls with the continuing escalation of our problem ending with a completely crazy solution.

16 Nov 21

Dear Samsung,

Please see my email sent on 11 Nov 2021. We paid, out of our own pocket, for the recommended Samsung technician (Camtec) to look at the fridge. In their report, which was attached to the email, they state that the fridge is unrepairable. I also remark that every Samsung employee that I have had to speak to over the last week or so thinks that it is unreasonable for a fridge to be unrepairable after only a few years of use. I would appreciate it if you could provide me with the recordings of our conversations to support this.

I find your recent email below disturbing. The only solution you recommend is to contact Camtec to service the fridge. This is a ludicrous suggestion as they have already stated that the fridge is unrepairable. Can you please replace the product with a similar model or provide us with a refund.

I look forward to hearing from you soon.

Best wishes,
Ben.


16 Nov 21

Dear Ben,

Your claim has been received by Samsung’s Voice of Customer team in Head Office.

We have thoroughly reviewed your claim and unfortunately Samsung is not prepared to offer you a free of charge remedy at this time.

We have considered the particular circumstances of your claim including the age of your product , the price you have paid ,your service history and the nature of the fault.

Samsung believes customer satisfaction is extremely important and invites you to contact our authorised repair agent to arrange an repair at a reasonable price should you wish to do so.

We note that your postcode is 5063, therefore we recommend you contact our service center on CAMTEC SA on [08 7099 0122].

Kind Regards,

Soheil | Voice Of Customer (VOC) Case Manager – CE


11 Nov 21

Dear Samsung (and The Good Guys, Marion),

I am writing with regard to a Samsung fridge we purchased through the Australian retailer, The Good Guys, 4/03/2017, (see attached, invoice.jeg). A fault with the fridge was identified within the warranty period and the Samsung recommended servicer/repairer (Camtec) came to our house to assess the problem. Since this time the fault with the fridge has worsened and we asked Samsung if they would be willing to send the technician to our house again to see if they could repair the fridge. Much to our disappointment, Samsung refused to pay for the technician to look at the fridge stating that the product was no longer covered by the warranty.

We decided to pay for the Samsung recommended repairer to look at the fridge again, Nov 2021. The report is attached to this email (INVOICE 2644.pdf). As you will see in his report, the fridge is unrepairable.

As of the date of this email, I have spoken again with Samsung about the problem and was very disappointed to hear that they are still not willing to replace the fridge, or offer a refund. We think this is completely unacceptable as a high-end fridge purchased new from a reputable retailer and manufacturer should still be in good working order.

According to Australian Consumer Law (ACL):

Warranties are separate from your automatic consumer guarantees. The consumer guarantees which apply regardless of any warranties suppliers sell or give to you, apply for a reasonable time depending on the nature of the goods or services. This means consumer guarantees may continue to apply after the time period for the warranty has expired.

In any case, we believe the fault occurred within the warranty period and it was not properly identified when the Samsung recommended technician first looked at the product.

We very much look forward to a positive response to this correspondence and are prepared to exercise our rights under ACL if the outcome is an unsatisfactory one. We also expect to be reimbursed for the cost of the most recent report of the Samsung recommend technician.

Best wishes,

Ben.


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Hi @benjamin , welcome to the community and for your first contribution.

Have you approached the Good Guys? They are responsible under the ACL and also have the following information as a guide they use (see MINIMUM VOLUNTARY WARRANTY POLICY GUIDE):

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Welcome to the forum. Sorry to hear of your sad tale with Samsung.

I suggest that you have a look at other tales of woe relating to Samsung’s (lack of) customer service:

and there’s more.

If you have a read them you will see what has been recommended for consumers to do.

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Thanks, I will contact them

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The retailer owns the problem under the ACL so you need to send them a formal letter of complaint. There are formalities to writing one, search the Community for advice and links to Choice advice and the ACCC (legislation).

Anything less is idle chit chat. Let us know if you need further guidance, and how you go.

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I’m very disappointed with Samsung’s attitude about their poor quality repair/replacement. I will keep this in mind next time I am shopping.

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I’ll second that.

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Sorry to hear your experience.
I have also had a similar experience with a Samsung washing machine which failed while under warranty. We followed their warranty process, however Samsung was unable to supply a repair person for at least 6 weeks, my requests to escalate were refused, a letter of complaint was not even acknowledged, and we ended up paying a private repairer ourselves. I vowed never again to purchase any Samsung product and to share my experience as widely as possible. Once bitten, twice shy…
Good luck with your next steps (this wasn’t an option for me since the retailer had closed shop).

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Thanks, I have spoken / written to the Good Guys. Haven’t heard anything yet, and will start pestering them next week.

B

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I won’t be buying anything from Samsung. Maybe add Samsung to the shonky list wouldn’t be bad.

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If you wrote a formal letter of complaint it should have included a reasonable date for their response. Calling them is only idle chit chat unless they have agreed to help you.

In that vein I had a retailer step up on the last day specified in my letter of complaint, who assured they would help but needed another few days. I was very happy with the outcome they provided.

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PLEASE NOTE
A number of different threads, all to do with Samsung Refrigerators, has been combined into this one. As a consequence the posts are not in strict chronological order, but it will help people to be able to quickly find what others have written in regard to their issues with Samsung Refrigerators.

There are many other threads to do with other Samsung products, so please search for an existing thread relating to your product before starting a new one. Thanks.

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Five years and one month old $3000 at Harvey Norman. I rang Samsung told them exactly what was wrong. Twin cooler, cooling vents in fridge icing over resulting in early spoilage. Not good as I need to keep medication in the fridge, the temp gauge on the door showed no problem. Samsung could not tell me what might be wrong so or the cost so I went elsewhere. The repairman (ex-Samsung) has fixed 100’s of these.
Samsung told me that I did not qualify for any extended warranty but to ring back if I was not happy.
New cooling unit total over $600, now fixed. I can ring Samsung as they suggested, I can ring consumer affairs I can wear it.
Any suggestions please?

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I merged your topic into this existing compendium of problems consumers have had with Samsung fridges.

If you peruse it from the beginning, although a few years dated, you will see advice on how to proceed. Issues included ice makers, spoilt food, rights, and responsibilities. Many will be informative while my posts #17 and 21 may be especially relevant.

Note Harvey Norman cannot legally fob you off to Samsung and they ‘own’ resolution. Numerous HN franchisees have received large fines for misrepresenting that.

Note your rights under ‘repair’

Please keep this topic updated with what you do and how you go, or if you need more advice or guidance after reading the prior posts.

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The fridge is fixed we need it working, so it is all after the event. Thank you.

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Then what suggestions are you soliciting?

It is great you got it fixed, but a point is you could claim the costs of your independent repairman if you can make your case.

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Now I would think that the replacement parts, presumably sourced from Samsung, would be covered by a manufacturers warranty, if installed by an accredited service person.
You should have documentation on that, if the same problem occurs.
As for a bit over 5 years before a fault occured, well over manufacturers warranty, I think it may be hard to argue that was unreasonable under ACL definitions and try to get Samsung to reimburse you. And it is Samsung, who do tend to play hardball on these sort of issues.

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