Samsung not replacing fridge

roorooch

We bought a Samsung fridge freezer last year and got the 5 year warranty. It broke at the beginning of May and it was repaired by Samsung.

It broke again at the beginning of June and the Samsung engineer fixed it as best he could but said it was irreparable and would need to be replaced.

It’s broken again.

The fridge came back in stock on the 25th June and I have been actively chasing Samsung for the last 2 weeks but every department is just saying I need to wait for Alternative Resolutions to call me back. I can’t speak to anyone senior to complain and Alternative Resolutions are only doing outgoing calls.

I am a full time pharmacist, my wife is a operating theatre nurse and we have 2 children. We are having to shop daily or live out of the cupboard or freezer.

Any suggestions on how I could take this to some higher in order to get a working fridge for my family?

#samsung #customerservicefail #NHS #nofridge #nocare

TadleyBaggie

Who did you buy it from? Any consumer rights you have lie with the retailer.
What does the warranty say about replacement of unrepairable items?

Aylesbury_Duck

roorooch said:

We bought a Samsung fridge freezer last year and got the 5 year warranty. It broke at the beginning of May and it was repaired by Samsung.

It broke again at the beginning of June and the Samsung engineer fixed it as best he could but said it was irreparable and would need to be replaced.

It’s broken again.

The fridge came back in stock on the 25th June and I have been actively chasing Samsung for the last 2 weeks but every department is just saying I need to wait for Alternative Resolutions to call me back. I can’t speak to anyone senior to complain and Alternative Resolutions are only doing outgoing calls.

I am a full time pharmacist, my wife is a operating theatre nurse and we have 2 children. We are having to shop daily or live out of the cupboard or freezer.

Any suggestions on how I could take this to some higher in order to get a working fridge for my family?

#samsung #customerservicefail #NHS #nofridge #nocare

What's this bit all about?  

Firstly, whilst this is playing out, take some practical steps to make life easier.  There are nearly always fridges going free or for a tiny sum on freecycle or similar.  I'd get one to use in the meantime.  

Did you buy it directly from Samsung?  If so, you could exercise your consumer rights with them.  If you bought it elsewhere, approach them.  Anything you do under Samsung warranty is subject to the warranty terms, which we can't see so you'll have to explain what it covers.

zoob

I am a full time pharmacist, my wife is a operating theatre nurse 

Why why give us this information it’s not in any way relevant to the post and there  not entitled to any more consumer rights than normal people 
Its the same when people start waffling about there age/health problems, it doesn’t mean they’ve anymore entitlement than anyone else   
  
Back to the main issue, they really need to talk to the retailer and it’s under 2 years old and any legal recourse is with them 

Wanderingpomm

zoob said:

I am a full time pharmacist, my wife is a operating theatre nurse 

#entitledhealthcareworker

pinkshoes

1. Go onto Facebook and ask if anyone has a fridge that they can lend you or selling for cheap. That way you won't need to keep going to the shop. On Facebook I can see 8 fridges for sale within a 10 minute drive and all for under £50. You can then just sell it on again when you get yours replaced.

2. How are you chasing Samsung? In writing? Have you tried contacting them via social media e.g. twitter, facebook? If not, do it. Did you buy directly from them? If you bought from another retailer, then you should have been claiming under the consumer rights act though the retailer. 

roorooch

Thanks for your comments everyone. 

With regards to mentioning about NHS I’ve never ever done this before and didn’t like doing it but I am only doing this to try every angle possible as I’m desperate to get a resolution. I do not expect any different treatment as I am just a person doing a job like everyone else. 

This is the third time it’s failed since lockdown began and I have been working around it each time by using ice blocks, using cool boxes, asking people to keep items in their fridge etc. Like everyone else’s it’s about trying to fit in shopping around work throughout lockdown...but at least the queues are shorter now. Yes could get another fridge but it’s been 3 times in 3 months and would prefer a final solution to the problem now. 

Have spoken over over Facebook and they say the same things as all the other departments. Was thinking about Twitter but didn’t want to go there. 

Will look into the finer detail of the warranty with Samsung to confirm what it says. 

Originally bought it from Curry’s who we contacted initially. They said as it was over 12 months old I needed to speak to Samsung direct. Will have another conversation with them. 

Thanks again. 

DoaM

Typical Currys fob off. As the goods have failed to conform to contract on more than 1 occasion then you can exercise your Final Right To Reject per the Consumer Rights Act 2015 for a refund. If the goods are less than 6 months from purchase/delivery (whichever was later) then the refund must be 100%; after 6 months then the refund can be reduced to account for time of ownership. Working on the basis that it is now 18 months old (you didn't say when last year that you bought it) then I would estimate a refund of 75-80% on the basis that such goods should last at least 6 years ... 1.5 years vs 6 years is 25% reduction.

Supersonos

Wanderingpomm said:

zoob said:

I am a full time pharmacist, my wife is a operating theatre nurse 

#entitledhealthcareworker

So true.  The number of times in the last few months I've heard/read a story about a very normal, could-happen-to-anyone series of events that unnecessarily includes the phrase "I work on the front line" or "I'm an NHS worker".  Like they should be treated differently or the situation is somehow more serious for them.

pinkshoes

roorooch said:

Thanks for your comments everyone. 

With regards to mentioning about NHS I’ve never ever done this before and didn’t like doing it but I am only doing this to try every angle possible as I’m desperate to get a resolution. I do not expect any different treatment as I am just a person doing a job like everyone else. 

This is the third time it’s failed since lockdown began and I have been working around it each time by using ice blocks, using cool boxes, asking people to keep items in their fridge etc. Like everyone else’s it’s about trying to fit in shopping around work throughout lockdown...but at least the queues are shorter now. Yes could get another fridge but it’s been 3 times in 3 months and would prefer a final solution to the problem now. 

Have spoken over over Facebook and they say the same things as all the other departments. Was thinking about Twitter but didn’t want to go there. 

Will look into the finer detail of the warranty with Samsung to confirm what it says. 

Originally bought it from Curry’s who we contacted initially. They said as it was over 12 months old I needed to speak to Samsung direct. Will have another conversation with them. 

Thanks again. 

In which case I would not bother with Samsung. 

Go back to Currys, tell them Samsung have tried to fix the it several times but are unable to and have stated it is not fixable. Tell them that as it is not fit for purpose, and you are rejecting it under the Consumer Rights Act 2015, and you would like it replaced or refunded. Push them hard as they will try and fob you off!!!

Al_Ross

Did your Samsung Engineer give you a report saying that it couldn't be repaired?

Currys use to require a reference number from them,well they use to anyway,to allow them to send it back to Samsung so they got credited.