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
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.
16 Nov 21
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].
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.