Samsung extended warranty can we get a replacement?

nach_2

Hi

We have a samsung american style fridge freezer and since we bought it nearly 4 yrs ago we have had nothing but probelms. It was reported to Watchdog and as a result they have extended the warranty on this certain make to 5yrs. First of all it was found to have a faulty cooling centre in the fridge side and the digital temp control doesnt match the temp of the fridge. The fridge and freezer completely stopped working on Boxing Day, our insurance wanted £100 excess to claim for the food loss and when i contacted Samsung they said i could claim through them but i needed proof of purchases so we didnt bother (it was maximum £50 anyway) Now the water and ice dispenser isnt working and the fridege is too cold the food is freezing in it. My question is can we ask for a replacment as the problems seem never ending and although we have been covered so far for these faults its only a matter of time before we're not or is it just that they dont 'last' very long? It just so frustrating that it cost so much and things keep breaking down and everytime an engineer comes to fix the problems they tell us how much it 'could have cost us' if it wasnt under extended warranty and its ridiculous! We bought it from Comet

Thanks

Comet_company_representative

Hi Nach

My name's Phil and I'm from Comet.

I was sorry to note the problems that you are having with your Samsung fridge freezer.

Although we would normally consider a repair on the appliance, with the information you have provided I would like to investigate this matter further. Therefore, please could you send me an e-mail via the link below with your purchase and repair information:-

https://comet.custhelp.com/cgi-bin/comet.cfg/php/enduser/ask.php

You will need to register a few details with us to be able to send your e-mail in.

Thanks
Phil

nach_2

Thanks for your reply Phil, when i click on the link it doesnt let me continue so i am unable to give you any details. As i write this the water dispenser is again not working so i am taking up my complaint and requesting a replacement as we have had too many problems.

Could you re send me the link please and i will take it up with yourself or with Samsung direct

Thanks

tbw

I've had very similar problems with my RS21 American combo. Its about the same age as yours and its had the same fault (temp./noise/icing up/defrosting etc) 3 times in the past 18 months. The warranty was initially extended to 5 years.

After the 3rd call the engineer told me Samsung don't do any further repairs. When I phoned Samsung to query this (I had NO faith at all in the repair lasting longer than a few weeks) they said that wasn't quite right - after 3 breakdowns they look into other alternatives such as exchange.

Anyway, a few weeks later there was new problem of a few cases of RS21 units catching fire and Samsung put ads in the papers and wrote to customers telling them they needed an engineers visit to check the appliances over. I rang up again and had a bit of a go at them over the endless problems (politely!) and they promptly offered me a brand new appliance! I wasn't expecting that - although I did think I might get them to make a moderate contribution to a new one.

The unit was delivered this morning, its a slightly different model (and seems a bit nicer than the one I had) and I'm delighted! It might pay you to keep nagging Samsung - I think a few other people have had free replacements in similar circumstances.

nach_2

Thank you so much! I have emailed Carl and am getting a replacement! Its a RSH1 so hopefully no more problems! Im not very good at complaning but it goes to show that sometimes it pays to!

smitchy73

I've just read about this recall after logging a call today with Samsung, they had no record of me in their files, although they were able to send me a letter offering me an extended warranty so eventually arranged through one of their repairers for a 'home visit' for tomorrow, I have emailed mr nicklin as above complaining madly about this as to why i was questioned in regard to my purchase and why I wasn't notified of the recall.

We'll see what happens.