'American Style' Samsung Fridge Freezer (merged threads)

Jazman

Ive also had problems with the samsung fridge with the build up ice, brought in 2009 from comet. Engineer came yesterday and replaced the sensor panel but there was also a gassey smell coming out of the fridge which he didnt seem to know what it was. He said that if there was a gas leek then the freezer wouldnt work also. So I cleaned out the the whole fridge but the smell is still there. It seems to be coming from some plastic bottle that is underneath the panel that was repaired. Anyone else have this problem? Anyway to fix this or should I all Samsung again?
Thanx

DomSez

Jazman wrote: »

Ive also had problems with the samsung fridge with the build up ice, brought in 2009 from comet. Engineer came yesterday and replaced the sensor panel but there was also a gassey smell coming out of the fridge which he didnt seem to know what it was. He said that if there was a gas leek then the freezer wouldnt work also. So I cleaned out the the whole fridge but the smell is still there. It seems to be coming from some plastic bottle that is underneath the panel that was repaired. Anyone else have this problem? Anyway to fix this or should I all Samsung again?
Thanx

I'd certainly give them a shout again, and tell them that the engineer had no idea what it was. I know it'll be a pain to have to wait in again, but you never know what it could be

marje1

I have had the same problem. I have an RSH1DBRSI American style fridge freezer. I rang Samsung who said someone would ring within 2 days to make an appointment. When they rang 2 days later (on a Sunday) I made the appointment for today (Thursday). The engineer arrived at 4.30pm apologising for being late. He repaired the fridge freezer by replacing the fan unit with a brand new part. This took about 15 minutes. As he was leaving he apologised again for being late. As if I cared when he repaired my unit for FREE. I cannot praise Samsung enough. After reading all the bad reports about them I was worried, but I had no need. The number I called was 0800 988 0123. Don't hesitate to ring them and good luck.

June_S

DIY_Duncan wrote: »

We contacted Appliance DIY Repairs to find out if our Samsung RSH1DTMH was still under warranty. We gave them the serial number, and they confirmed that it was manufactured 27 months ago. They asked if we still had the receipt - which unfortunately we didn't, so they advised us to contact Samsung to check if it would be covered.

Samsung told us that it wasn't covered under their normal or any extended warranty now, and gave us the contact details of our local repair centre. We contacted the local repair centre, and were quoted a substantial sum of money to repair the fault we were having. They knew immediately what the problem was when we described how the fan was noisy, but is now quiet, and the fridge is no longer getting cold.

Money is a bit tight at the moment, as I've just been told I'm being made redundant in 3 months time, so on top of a boiler repair I've also just paid out for, I could really have done without this.

I therefore went back to Appliance DIY Repairs and asked them if the shop that sold it to me would likely pay for the repair, after all they should assume some responsibility, but I was told it was highly unlikey but worth a phonecall at least. Not surprisingly, they told me to phone Samsung, and rather obnoxiously told me it was not their problem.

As we have been buying water filters from Appliance DIY Repairs for some time, we decided to go ahead and buy the repair kit from them as well, as this was by far our cheapest option. As other people on this website and several others have testified, it was relatively straight forward, and it's done the trick.

I'm still annoyed that the shop will not assume any responsibilty for this. I wondered if this was the particular chain that I bought my fridge freezer from, or if this was generally the case with all of them.

Also is it only particular models that Samsung will cover? I have read on here and other websites that Samsung have given some customers an extended warranty as a courtesy to cover this particular fault on some models, but lots of people are saying that Samsung won't cover their model when they contact them. Yet there seems to be no real pattern to it. Is it that as soon as the fridge freezer is over a certain age they won't extend the warranty?

On the post above, you didn't mention your model number or the shop you bought it from, and I just wondered if this has any relevance? If so, would you be able to let me know, as this may throw some light on the situation.

In all fairness, I can understand why the manufacturers have a cut off point for any warranties they provide, but aren't the shops responsible to act on the consumers behalf after a warranty expires? Surely this would be good PR for them, and under the Sale Of Goods Act, aren't they obliged to offer some kind of assistance in these matters? I'd be pleased to know your thoughts.

Duncan

Hi Duncan,

We actually bought ours from an online retailer. We shopped around for ages and in the end there were so many suppliers, we simply went for the cheapest one.

Did you buy yours online, or did yours come from one of the retail park type stores?

I asked Sue at Appliance DIY Repairs if there was a reason that Samsung wouldn't cover the repair, and she told me that she was aware that some models were covered, but from how she understood it, it was for particular models that had the extended 'Watchdog' warranty, and most of these had now expired. Sue said that most of the customers that Appliance DIY Repairs sell their kits to, are mainly customers who found their appliance wasn't covered by Samsung or simply that the retailer didn't want to know anymore.

Sue did say that a few years ago, Samsung were covering just about everything for everyone, but that this has gradually changed to the point where more and more people are buying repair kits and fixing their own fridges themselves. How times have changed!

Our model is the RS21DCNS and we had a modification done by Samsung last year - and it was free of charge.

I did consider speaking to Trading Standards to see if they would advise me of the retailers position. Did you do this, and if so what was the outcome.

It has been quite an eye opener to see how the same retailers and manufacturers have handled the same problem in so many different ways. At the same time, I've learned a lot from the thread on this forum, and it certainly pointed me in the right direction.

clarets7

I have an RSH1NSHW bought Feb 2009, which has the same problem, fan was noisy, then the noise stopped, then I noticed the ice build up at the vents near the bottom. I defrosted it overnight, but on switching it back on the fridge did not cool. Then I found this thread, and realised that it was probably still solid with ice behind the cover. I removed the screws but the cover would not budge, the ice behind it was frozen to the cover. I got a wallpaper steamer and put the pipe behind the top of the cover, this did the trick. The fan was a solid block of ice, and also there was a block of ice around the cooling inlet pipe at the top, this seems to be where the problem starts. I defrosted everything, covered the three inches of exposed cooling pipe at the top with insulating foam and put it all back together. That was yesterday, and so far so good, the fridge is now working fine, an even temperature throughout the fridge.
The question is, what did Samsung change to fix the fault? Should I still call them out (I left a message with them)? Mines insured with DSG as well.

123monty

I purchased a Samsung RS21WCNS in 2008 and had been making noise, refrigerator side ice up at bottom and unable to set temperature in both freezer and refrigerator side since two years ago. Have never been happy with the product. I still have 25 years Hotpoint F/F still working great apart from damaged door seals.

When I found out that Samsung RS21 was covered by 5 years extended warranty, I contacted Samsung. Engineer came after a week and took a back bottom panel off and all I could hear is plenty of gas been released from the F/F. Within five minute the engineer confirmed that the F/F not repairable. He said that he would contact Samsung, who will ring me to either offer an exchange or refund my money. He did not say what he has done. He said that the freezer side would work and set the temperature. When the engineer left I went to clean the vents at back of the F/F, I found one of the pipes was cut to release the gas and electric wires were disconnected from the refrigerator side. He did not fit any modified kit, or do any repair or provided any advise. I was very disappointed.

After 8 hour the freezer has now packed up with temperature flashing at 25 degrees C but all the food has totally defrosted, ice melted and water coming out from the F/F. All the expensive food and ice cream is ruined.

I am very disappointed with the Samsung product. Should the engineer have told me what he has done? Why has the freezer now packed? Can I get compensation for food, inconveniences or what am I entitled to claim and from whom?

What is the recommendable and good quality side-by-side refrigerator available similar to Samsung RS21 and same size. Has Samsung got a good product?

Tigermaid

Hi 123Monty. See my previous posts on this subject. I had similar problem last year and after a lot of letters and phone calls and an independent report, Samsung paid out for a new machine, the report, loss of food and compensation for all the letters etc. They are the worst company I have ever had to deal with but I stuck them out and it was worth all the aggro in the end. I've now got a Daewoo (without water dispenser). Good luck!

clarets7

Had a call from a Samsung engineer Sunday afternoon, arranged a visit for Tuesday afternoon. Here 20 minutes, replaced the sensors, said they were fitted on the wrong side of the cooling grid. Let's hope that fixes it. No charge.

123monty

Thanks Tigermaid. I once again rang Samsung customer Service 01932455000 (08000980123 did not work). They asked for a receipt, which I could not find. They said that the engineer from APP Electrical has reported the F/F is unrepairable. Since the F/F is nearly three years old and out of warranty, they will only refund the money less depreciation. I refused to acept this and requested to speak to the manager. The manager did not come to the phone. I am sure I am covered by the extended 5 years warranty. Now the total F/F has packed up and the temp in both the side is showing 22 degrees C. I am not good a writting letters and want to proceed as you did. How do I go about claiming this. I am note sure why the engineer did not modify the F/F but degased and disconnected the refrigerator side of the F/F without telling me, is this Samsung's policy to avoid carrying out further repair. any help or advise from any body would be helpful. Which model should i go for if they offer a replacement?

Tigermaid

Hi 123monty. Try ringing on 01932454358. Samsung knew they had problems with the RS21 machines back in 2006 and the original model (same as mine) was withdrawn, hence the large amount on sale at reduced prices in Argos and Comet at that time. The later models had still not had the problem corrected. I bought my machine back in Dec 2005 and over the years I used to clear the ice build up myself thinking it was just my machine, but it failed completely in July 2010. I managed to get about 55% of its original value, loss of food, payment for the independent report (done my Comet) and also for phone calls and letters. I had to threaten legal action in the end but they soon decided to payout. The five year extended warranty, I was told, only covered the ice build up problem! You could also try ringing 0330 7267864 which is their Head Office.