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Samsung Fridge Freezer Warranty Problems
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kateshep_2
Posts: 9 Forumite
in Credit cards
Hi!
I'm hoping someone will be able to give me some advice on how to proceed with my issue with Samsung as I've come to the end of my tether and ideas on how to deal with them now!
We bought a Samsung american style fridge freezer last November for £909 online. This item has a 2 year warranty on it. However since then slowly the fridge shelves have started to deteriorate. In June one shelf actually broke off and a bottle of coke fell on the floor in my newly fitted kitchen and exploded all over my 1 year old son and my new kitchen ceiling which was plastered painted a couple of months before! My son was very distressed and we had to repaint the kitchen ceiling. Since then all the brackets have broken off and I contacted Samsung to get some replacement shelves - you'd think this would be simple and quick to resolve but I have either been given the run around or totally ignored. Here is a log of what has happened to date :
29/06 June initially logged the problem with Nadine.
30/06 Sent proof of purchase via email as requested on the telephone to [EMAIL="stephen.b@samsung.com"]stephen.b@samsung.com[/EMAIL] with details of the exact problem. The customer service representative firstly asked me to fax it but frankly in this day and age who has a fax machine in their home – even most businesses don’t use them anymore!
Mid June made a second call chasing it up and spoke to Ishmael - he said they were dealing with it
Mid June made a 3rd call chasing it up again and spoke to Joseph - he said they were dealing with it
09/07 Phoned again requesting a chase up and was asked to send another proof of purchase to a different email address - [EMAIL="uk.execoffice@samsung.com"]uk.execoffice@samsung.com[/EMAIL]. Again the customer service representative asked me to fax this but after explaining that I don’t have access to a fax machine they grudgingly gave me the email address.
Since then made many many calls and finally put through to the Escalations department where I spoke to Scott. He arranged for the first delivery. I had specified it was the clear plastic part of the shelf which was faulty and needed 4 shelves in total as all of them had broken hinges. A few days later I received a delivery of these shelves however this was delivered to the wrong address – my neighbours house and the parts that were sent were the wrong parts of the shelves (the white parts rather than the clear perspex parts I’d asked for) and also only 2 had been delivered and not the 4 I had asked for. It would have been difficult to get this order much more wrong.
The following week I rang again to discuss this and get the correct parts ordered and spoke to Grant in the Escalations department. He agreed that the delivery was incorrect and assured me the issue would be rectified and he would arrange the order of the correct parts.
On the 27/07 I called again as again I had heard nothing back from anyone. I spoke to Danielle who informed me that Grant had not actually done anything about my problem. Danielle assured me that she knew the part I was talking about and also was going to order it and then call me back to confirm that afternoon. I also alerted her to the fact that the previous delivery had been made to the wrong address and she informed me she would rectify this. I waited for the rest of the day for the call - she didn't call me back.
Wednesday 28th July - I called Danielle to confirm the parts were on their way and she confirmed it and then repeated to me the parts I needed i.e. the clear plastic shelves.
Tuesday 3rd August - received second delivery, again to the wrong address – my neighbours at 18 Cotes Avenue. Again this delivery was incorrect as the shelves that were delivered were the wrong shelves (too wide for our fridge so can’t even have been for our model). Called Samsung customer services again and spoke to a man who would not give me his name and who told me Danielle was too busy to speak to me (she ordered the shelves) and then tried to tell me that the fridge doesn't come with any shelves and that all the pictures of the fridge online with shelves on were incorrect. So I told him that the shelf I initially received was for my fridge but that it didn't include the clear plastic bit at the front which was the cause of the problem – so this proved that the fridge did indeed come with shelves. He then said that the clear plastic parts of the shelf aren't actually part of the shelf. So I tried to tell him that the shelves were useless without the clear plastic bit as not having it would mean that the shelf was insecure and everything would fall out each time the door was opened – which is the whole problem! He put the phone down on me, obviously he ran out of excuses why not to help me.
So now I don't know what to do - I would like my fridge to be safe to use without worrying everything will fall out and create more damage but I don't know how to get this resolved - can anyone give me any advice on how to resolve this?!? I know it seems like such a little issue but as this was a very expensive purchase I would like it to be fully functional - especially as it is under a year old. Also to be honest I am so fed up of large companies like this not caring at all about their customers!
thanks in advance
I'm hoping someone will be able to give me some advice on how to proceed with my issue with Samsung as I've come to the end of my tether and ideas on how to deal with them now!
We bought a Samsung american style fridge freezer last November for £909 online. This item has a 2 year warranty on it. However since then slowly the fridge shelves have started to deteriorate. In June one shelf actually broke off and a bottle of coke fell on the floor in my newly fitted kitchen and exploded all over my 1 year old son and my new kitchen ceiling which was plastered painted a couple of months before! My son was very distressed and we had to repaint the kitchen ceiling. Since then all the brackets have broken off and I contacted Samsung to get some replacement shelves - you'd think this would be simple and quick to resolve but I have either been given the run around or totally ignored. Here is a log of what has happened to date :
29/06 June initially logged the problem with Nadine.
30/06 Sent proof of purchase via email as requested on the telephone to [EMAIL="stephen.b@samsung.com"]stephen.b@samsung.com[/EMAIL] with details of the exact problem. The customer service representative firstly asked me to fax it but frankly in this day and age who has a fax machine in their home – even most businesses don’t use them anymore!
Mid June made a second call chasing it up and spoke to Ishmael - he said they were dealing with it
Mid June made a 3rd call chasing it up again and spoke to Joseph - he said they were dealing with it
09/07 Phoned again requesting a chase up and was asked to send another proof of purchase to a different email address - [EMAIL="uk.execoffice@samsung.com"]uk.execoffice@samsung.com[/EMAIL]. Again the customer service representative asked me to fax this but after explaining that I don’t have access to a fax machine they grudgingly gave me the email address.
Since then made many many calls and finally put through to the Escalations department where I spoke to Scott. He arranged for the first delivery. I had specified it was the clear plastic part of the shelf which was faulty and needed 4 shelves in total as all of them had broken hinges. A few days later I received a delivery of these shelves however this was delivered to the wrong address – my neighbours house and the parts that were sent were the wrong parts of the shelves (the white parts rather than the clear perspex parts I’d asked for) and also only 2 had been delivered and not the 4 I had asked for. It would have been difficult to get this order much more wrong.
The following week I rang again to discuss this and get the correct parts ordered and spoke to Grant in the Escalations department. He agreed that the delivery was incorrect and assured me the issue would be rectified and he would arrange the order of the correct parts.
On the 27/07 I called again as again I had heard nothing back from anyone. I spoke to Danielle who informed me that Grant had not actually done anything about my problem. Danielle assured me that she knew the part I was talking about and also was going to order it and then call me back to confirm that afternoon. I also alerted her to the fact that the previous delivery had been made to the wrong address and she informed me she would rectify this. I waited for the rest of the day for the call - she didn't call me back.
Wednesday 28th July - I called Danielle to confirm the parts were on their way and she confirmed it and then repeated to me the parts I needed i.e. the clear plastic shelves.
Tuesday 3rd August - received second delivery, again to the wrong address – my neighbours at 18 Cotes Avenue. Again this delivery was incorrect as the shelves that were delivered were the wrong shelves (too wide for our fridge so can’t even have been for our model). Called Samsung customer services again and spoke to a man who would not give me his name and who told me Danielle was too busy to speak to me (she ordered the shelves) and then tried to tell me that the fridge doesn't come with any shelves and that all the pictures of the fridge online with shelves on were incorrect. So I told him that the shelf I initially received was for my fridge but that it didn't include the clear plastic bit at the front which was the cause of the problem – so this proved that the fridge did indeed come with shelves. He then said that the clear plastic parts of the shelf aren't actually part of the shelf. So I tried to tell him that the shelves were useless without the clear plastic bit as not having it would mean that the shelf was insecure and everything would fall out each time the door was opened – which is the whole problem! He put the phone down on me, obviously he ran out of excuses why not to help me.
So now I don't know what to do - I would like my fridge to be safe to use without worrying everything will fall out and create more damage but I don't know how to get this resolved - can anyone give me any advice on how to resolve this?!? I know it seems like such a little issue but as this was a very expensive purchase I would like it to be fully functional - especially as it is under a year old. Also to be honest I am so fed up of large companies like this not caring at all about their customers!
thanks in advance
0
Comments
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am not sure it has anything to do with credit cards.....you should always put your complaint in writing recorded delivery....so write to Samsung Head Office0
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Buy a new fridge.0
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Sorry, but for some reason I find that rather funny.
So do I, I would've seen the funny side. But I find he following even better.
since then slowly the fridge shelves have started to deteriorate
LOL at fridge shelf deterioration, better take a look at mine when I get home:rotfl:
Hope you get the old fridge sorted out op."We want the finest wines available to humanity, we want them here, and we want them now!"0 -
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